scholarly journals Analysis of Product Quality and Service Quality on Customer Satisfaction at the Surya Mart Mart Business Center using the Structural Equation Modeling Method

2021 ◽  
Vol 1 (2) ◽  
Author(s):  
Yannu Prasetyo ◽  
Atikha Sidhi Cahyana
Keyword(s):  
Structural Equation Modeling ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Product Quality ◽  
Measurement Errors ◽  
Structural Equation ◽  
Business Performance ◽  
Statistical Technique ◽  
Equation Modeling ◽  
A Value

Service quality is a superior value for customers to improve business performance or company marketing represents a level of excellence to meet consumer expectations. Therefore, it is not necessary to know what factors affect product quality and service quality at the Surya Mart Business Center Surya Mart Business Center. Surya Mart Business Center Surya Mart's Business Center is located on campus 2 of the Muhammadiyah University of Sidoarjo (UMSIDA), the market is for students, lecturers, UMSIDA employees and the surrounding community. To find out the factors that affect product quality and service quality, research uses Structural Equation Modeling, which is ia statistical technique that is able to analyze the pattern of relationships between data constructs and indicators, one data construct and another, and direct measurement errors. The results showed that the highest loading factor value was 1.329 in the discount indicator, for the term indicator, namely the additional factor with a value of 0.664. Test structural modeling on the relationship between constructs that have a casual or causal relationship. The results of this study, Variable Product Quality and Service Quality, the second variable has a significant influence on the Customer Satisfaction variable.

scholarly journals Model Terpadu Kepuasan Pelanggan dan Loyalitas: Sebuah Analisis Bisnis Layanan Perbankan

2016 ◽  
Vol 32 (1) ◽  
pp. 139
Author(s):  
Rachmad Hidayat ◽  
Sabarudin Akhmad
Keyword(s):  
Structural Equation Modeling ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Product Quality ◽  
Customer Loyalty ◽  
Customer Value ◽  
Structural Equation ◽  
Integrated Model ◽  
Equation Modeling

The purpose of this study is to determine the relationships of service quality, bank’s image, customer value and product quality with customer satisfaction and customer loyalty. Sample is the state-owned banks’ customers in four major cities in Indonesia. Data is analyzed by using the Structural Equation Modeling (SEM) method. Results lead to an integrated model of customers’ satisfaction and loyalty. In conclusion, customer value and quality of bank products do not significantly and directly affect customer loyalty, but do significantly affect customer loyalty mediated by customer satisfaction. Service quality and bank’s image directly and indirectly affects customers’ satisfaction and loyalty. Service quality and bank’s image have the strongest and most dominant effects on customer loyalty. 

scholarly journals WORD OF MOUTH SEBAGAI KONSEKUENSI KEPUASAN PELANGGAN

2018 ◽  
Vol 11 (1) ◽  
pp. 111
Author(s):  
Eny Purbandari ◽  
Dyah Sugandini ◽  
Heru Tri Sutiono
Keyword(s):  
Patient Satisfaction ◽  
Structural Equation Modeling ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Structural Equation ◽  
Word Of Mouth ◽  
Equation Modeling ◽  
The Impact ◽  
Positive Effect

<p><em>The objective of this study is to investigate the impact of price and service quality on customer satisfaction to increase words of mouth. Data were collected by distributes questionnaires to 110 patient of Bhayangkara Polda DIY Hospital. Then, data was analyzed using structural equation modeling. The result showed that service quality, price and image have positive effect on patient satisfaction and patient satisfaction has a positive effect on words of mouth. The results also shows that image have the highest effect in creating the satisfaction. Therefore, the models of words of mouth have acceptable.</em></p>

scholarly journals Analysis of Halal Certification Renewal Service Quality and Their Effect on the Customer’s Satisfaction and Loyalty in Yogyakarta (Case Study in Meatball Stall)

2021 ◽  
pp. 372-383
Author(s):  
Jumeri Jumeri ◽  
Khosyani ◽  
Falah M.A.F
Keyword(s):  
Structural Equation Modeling ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Latent Variables ◽  
Structural Equation ◽  
Equation Modeling ◽  
Satisfaction Index

The society awareness in consuming halal, safe, and healthy foodstuff within these past few years kept on increasing. This was closely related to responsible food manufacturers which produced sustain halal foods, as evidenced by ownership halal certification. In order to increase the satisfaction of food producers and to maintain their commitment to extend the halal certificates, the quality of halal authority service should always be enhanced. This study aims to identify the Customer Satisfaction Index (CSI) value, to determine the influence of halal label and product attributes toward customer’s satisfaction and loyalty of meatball stalls in Yogyakarta, and to identify the influence of halal label toward selling volume on certified meatball stalls. The instruments used were questionnaires containing 21 quality attributes of halal certificate renewal service. Analyses were performed using Structural Equation Modeling (SEM). The model was composed of seven latent variables: halal certification, brand, price, taste, service, customer satisfaction and customer loyalty. Result of the research showed that taste and halal certification have significant effect on the customer’s satisfaction and loyalty of certified meatball stalls. Halal certification have affected the certified meatball stalls in Yogyakarta by increasing the selling volume of 25-37.5%.

scholarly journals PENGARUH KUALITAS PELAYANAN TERHADAPKEPUASAN KONSUMEN DAN DAMPAKNYA TERHADAP BRAND IMAGE

2021 ◽  
Vol 11 (2) ◽  
pp. 392-408
Author(s):  
Ilza Febrina ◽  
Lisa Nurlitasari ◽  
Lela Nurlaela Wati
Keyword(s):  
Structural Equation Modeling ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Empirical Evidence ◽  
Structural Equation ◽  
Brand Image ◽  
Second Order ◽  
Equation Modeling ◽  
Study Support ◽  
Determining Factor

ABSTRAKPenelitian ini bertujuan untuk menguji pengaruh kualitas pelayanan terhadap kepuasan konsumen dan dampaknya terhadap brand image pada PT Bank Mayapada Internasional, Tbk Cabang Menara Topas Jakarta Pusat. Sampel dalam penelitian ini sebanyak 105 nasabah. Analisis data yang digunakan adalah Structural Equation Modeling (SEM). Hasil penelitian secara empiris menunjukkan bahwa kualitas pelayanan berpengaruh positif dan signifikan terhadap kepuasan nasabah, sehingga ketika kualitas pelayanan meningkat maka kepuasan nasabah pun akan meningkat. Kepuasan nasabah berpengaruh positif dan signifikan terhadap brand image, sehingga ketika kepuasan nasabah meningkat maka brand image yang ditampilkan perusahaan pun akan meningkat. Kualitas pelayanan berpengaruh negatif dan tidak signifikan terhadap brand image, artinya kualitas pelayanan bukan merupakan factor penentu brand image. Pengujian tidak langsung kualitas pelayanan terhadap brand image melalui kepuasan nasabah berpengaruh positif dan signifikan. Bukti empiris ini menunjukkan bahwa kualitas pelayanan tidak dapat mempengaruhi brand image secara langsung, namun melalui kepuasan nasabah. Hasil penelitian ini mendukung teori Service Quality, semakin baik kualitas pelayanan maka nasabah akan semakin puas sehingga menimbulkan kesan yang baik terhadap perusahaan. Penelitian ini berbeda dengan peneliti sebelumnya karena menguji pengaruh langsung dan tidak langsung secara komprehensif dengan menggunakan second order confirmatory.  Kata Kunci: Kualitas pelayanan, kepuasan konsumen dan  brand image           ABSTRACTThis study aims to analyze the empirical evidence of the influence of service quality on customer satisfaction and its impact on brand image at PT Bank Mayapada Internasional, Tbk Menara Topas Central Jakarta Branch. The sample in this study were 105 customers. Analysis of the data used is Structural Equation Modeling (SEM). Empirical research results show that service quality has a positive and significant effect on customer satisfaction, so that when service quality increases, customer satisfaction will increase. Customer satisfaction has a positive and significant effect on brand image, so that when customer satisfaction increases, the brand image displayed by the company will increase. Service quality has a negative and not significant effect on brand image, meaning that service quality is not a determining factor for brand image. Indirect testing of service quality on brand image through customer satisfaction has a positive and significant effect. This empirical evidence shows that service quality cannot affect brand image directly, but through customer satisfaction. The results of this study support the Service Quality theory, the better the service quality, the more satisfied customers will be, thus creating a good impression on the company. This study is different from previous researchers because it examines the direct and indirect effects comprehensively by using second order confirmatory.so that when service quality increases, customer satisfaction will increase and will improve the brand image displayed by the company.Keywords: Service quality, customer satisfaction and brand image

scholarly journals Analysis Of The Influence Of Customer Satisfaction On Sharia Banking Peroformance In Bogor City

2021 ◽  
Vol 2 (2) ◽  
pp. 402-414
Author(s):  
R Dina Arfiana Burhan ◽  
Muhammad Najib ◽  
Endri Endri
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Product Quality ◽  
Structural Equation ◽  
Equation Modeling ◽  
Quality Of Services ◽  
Islamic Banking ◽  
Quality Product ◽  
The Relationship

The development of Islamic banking is very rapid, causing competition between Islamic and conventional banking. Improving the quality of services and products makes the main point in providing customer satisfaction. This study aims to analyze the influence of service quality, product quality, and price with customer satisfaction at Islamic commercial banks in the city of Bogor. This study uses SEM (Structural Equation Modeling) to determine the level of influence of the relationship between customer satisfaction with service quality, product quality and price. This study used a sample of 100 respondents with qualifications of 81 men and 19 women and used a descriptive approach. The results of this study are the level of customer satisfaction with prices reaching 2.49, besides that the level of customer satisfaction with products is 2.91, and the level of customer satisfaction with service quality is 2.84. These results prove that customer satisfaction is strongly influenced by the price, products, and quality of services provided by Islamic banking.

scholarly journals Pengaruh Kualitas Pelayanan Terhadap Kepuasan Nasabah Bank Syariah Mandiri di Banjarmasin Kalimantan Selatan

2019 ◽  
Vol 2 (1) ◽  
Author(s):  
Restu Khaliq
Keyword(s):  
Structural Equation Modeling ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Random Sampling ◽  
Structural Equation ◽  
Sampling Technique ◽  
Analysis Data ◽  
Equation Modeling ◽  
Dominant Dimension

The purpose of this study was to determine whether there was a significant effect of CARTER's service quality consisting of compliance, assurance, reliability, tangible, empathy, and responsiveness to customer satisfaction at Bank Syariah Mandiri Banjarmasin. Structural Equation Modeling (SEM) by smartPLS was used in the analysis data of this research. The sample of this study was 100 respondents, taken by random sampling technique. Data was collected using a questionnaire. The results showed that there was a significant effect of CARTER service quality consisting of compliance, assurance, reliability, tangible, empathy, and responsiveness to customer satisfaction at Bank Syariah Mandiri Banjarmasin because all T-Statistics values were above 1,960. The most dominant dimension in influencing customer satisfaction is a dimension of compliance regarding the application of Islamic sharia principles.Keywords: Service Quality, Customer Satisfaction, CARTERTujuan penelitian ini adalah untuk mengetahui apakah ada pengaruh yang signifikan dari kualitas pelayanan CARTER yang terdiri dari compliance, assurance, reliability, tangible, empathy, dan responsiveness terhadap kepuasan nasabah pada Bank Syariah Mandiri Banjarmasin. Structural Equation Modeling (SEM) menggunakan smartPLS digunakan dalam analisis data penelitian ini. Sampel penelitian ini sebesar 100 orang responden diambil dengan teknik random sampling. Data dikumpulkan menggunakan angket. Hasil penelitian menunjukkan bahwa terdapat pengaruh yang signifikan dari kualitas pelayanan CARTER yang terdiri dari compliance, assurance, reliability, tangible, empathy, dan responsiveness terhadap kepuasan nasabah pada Bank Syariah Mandiri Banjarmasin karena seluruh nilai T-Statistics berada diatas 1,960. Dimensi yang paling dominan dalam mempengaruhi kepuasan nasabah adalah dimensi compliance tentang penerapan prinsip syariah Islam.Kata Kunci: Kualitas Pelayanan, Kepuasan Pelanggan, CARTER

scholarly journals The Influence of E-Service Quality, and Customer Satisfaction On Go-Send Customer Loyalty In Surabaya

2021 ◽  
Vol 3 (2) ◽  
pp. 128
Author(s):  
Alexander Wirapraja ◽  
Handy Aribowo ◽  
Eddy Triswanto Setyoadi
Keyword(s):  
Structural Equation Modeling ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Quantitative Method ◽  
Equation Modeling ◽  
Online Media ◽  
Shipping Industry ◽  
Courier Service

The shipping industry is currently one of the vital aspects of industrial business, especially in the current Covid-19 pandemic era. Delivery of goods, both products and foodstuffs, can be done quickly by using courier services that can be accessed through online media such as personal gadgets, namely computers and smartphones. One of the features of GO-Jek Indonesia is a courier service called Go-Send, the problem that arises is that there is competition in the same line of business, causing consumers to have many choices when making deliveries. Measuring the level of loyalty makes researchers interested in measuring Go-Send users' perceptions of the level of customer loyalty as measured by e-service quality and customer satisfaction. This study used a quantitative method using a questionnaire with a Likert scale measurement and a sample of 109 respondents was obtained which was then measured using the Structural-Equation-Modeling (SEM) method with a 95% confidence level. The results of this study indicate that Go-Send user loyalty is positively and significantly influenced by customer satisfaction and the level of e-service quality.

scholarly journals Transformation of Digital Marketing in the 4.0 Industry Revolution: A Study on Batik MSMEs

2018 ◽  
Vol 7 (4.34) ◽  
pp. 352
Author(s):  
R. Adjeng Mariana Febrianti ◽  
Mohd Haizam Mohd Saudi ◽  
Keni Kaniawati ◽  
Nurul Hermina
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Product Quality ◽  
Structural Equation ◽  
Local Economy ◽  
Equation Modeling ◽  
Snowball Sampling ◽  
The Government ◽  
Small Medium Enterprises ◽  
Special Region

The success of the business cannot be separated from an implementation and utilization of information technology encouraging the creation of a competitive business which can be seen from the effectiveness of its supporting system. Currently, many business owners are inspired to improve their business with digitalization. The 4.0 industry revolution does not only occur in the government environment but also transpires other businesses with traditional culture background. A unique custom contributes advantages to Yogyakarta Special Region (Daerah Istimewa Yogyakarta) which produces traditional hand-drawn batik. The batik pieces are then processed into kemben. This study aims to find out the role of customer satisfaction in order to improve competitiveness through product quality, service quality, and price. This study used a snowball sampling method of 200 respondents analyzed using SEM (Structural Equation Modeling). The result showed that product quality and price affect customer satisfaction through service quality. Eventually, the increasing product quality will provide benefits for Micro Small Medium Enterprises (MSMEs) of kemben in Yogyakarta Special Region and bring improvement for the local economy.  

scholarly journals Pengaruh Web Service Quality, Customer Satisfaction Dan Behavioural Intention: Attitude Towards The Website Sebagai Variabel Intervening (Study Pada Mahasiswa Universitas Negeri Padang)

2019 ◽  
Vol 1 (3) ◽  
Author(s):  
Nia Liza Tania ◽  
Abror Abror
Keyword(s):  
Structural Equation Modeling ◽  
Data Collection ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Web Service ◽  
Structural Equation ◽  
Behavioural Intention ◽  
Equation Modeling ◽  
State University ◽  
Data Collection Instrument

This study analyzes: (1)the effect of web service quality on attitude towards the website, (2) The effect of customer satisfaction on attitude towards the website, (3) The effect of web service quality on behavioural intention, (4) the effect of customer satisfaction on behavioural intention, (5) the effect of attitude towards the website on behavioural intention, (6) the effect of web service quality on customer satisfaction.This type of research is causative research. The population in this study was all students from Padang State University who used the Olx online shop. By using purposive sampling we use 180 customers as the respondent. This study used online questionnaires as the data collection instrument, This study analyzed the data by using structural equation modeling (SEM) with smart PLS 3.0 as the software package.The results of this study indicate that: (1) web service quality has a significant effect on attitude towards the website. (2) customer satisfaction has a significant effect on attitude towards the website. (3) web service quality has a significant effect on behavioural intention. (4) customer satisfaction has a significant effect on behavioural intention. (5) attitude towards the website has a significant effect on behavioural intention. (6) web service quality has a significant effect on customer satisfaction. Keywords:web service quality, attitude towards the website, customer satisfaction, behavioural intention

scholarly journals THE INFLUENCE OF SERVICE QUALITY ON CUSTOMER TRUST THROUGH VARIABLES INTERVENING CUSTOMER SATISFACTION USING STRUCTURAL EQUATION MODELING METHOD IN PT.XYZ

2021 ◽  
Vol 9 (2) ◽  
pp. 177-187
Author(s):  
Santika Sari ◽  
Adella Nurha Almaidani ◽  
Nurfajriah - ◽  
Akhmad Nidhomuz Zaman
Keyword(s):  
Structural Equation Modeling ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Structural Equation ◽  
Service Sector ◽  
Positive Influence ◽  
Equation Modeling ◽  
Good Effect ◽  
Modeling Methods ◽  
Customer Trust

In companies engaged in the service sector, of course it cannot be separated from consumers, the need for food and customer satisfaction. Customer satisfaction at PT. PT. XYZis also the orientation of the company. However, in this newly established company, there are no orders that satisfy customers, so they can assess what factors cause customer satisfaction and what factors or things can be related to Customer Satisfaction. The things that have an influence on service quality are customer trust and reliability of service quality. Using structural equation modeling methods can make it easier to see the value or influence between variables. From this result, it can help evaluation if the three variables have a positive or good effect. Then the company needs to make a strategy to increase customer satisfaction. The results of this study found that the involvement of service quality has a positive and significant effect on customer satisfaction because the higher the involvement of service quality obtained, the higher the level of customer satisfaction in the company. In addition, it is also concluded that service quality and customer satisfaction are correlated so that it has a positive influence on customer trust.

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