scholarly journals Hizmet Kalitesi, Kurumsal İmaj, Müşteri Memnuniyeti ve Davranışsal Niyet Arasındaki İlişkinin İncelenmesi: Kısmi En Küçük Kareler ile Yapısal Eşitlik Modeli (Investigation of the Relationship between Service Quality, Corporate Image, Customer Satisfaction and Behavioral Intention: Partial Least Squares Structural Equation Modeling)

2019 ◽  
Vol 7 (3) ◽  
pp. 1788-1805 ◽  
Author(s):  
İlhami Tuncer
Keyword(s):  
Structural Equation Modeling ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Least Squares ◽  
Partial Least Squares ◽  
Behavioral Intention ◽  
Structural Equation ◽  
Corporate Image ◽  
Equation Modeling ◽  
The Relationship

scholarly journals THE LINK BETWEEN SERVICE QUALITY, CORPORATE IMAGE AND BEHAVIORAL INTENTION: SATISFACTION AS AN INTERVENING VARIABLE

2019 ◽  
pp. 119-131
Author(s):  
Yunita Engriani ◽  
Meirisa Permatasari ◽  
Abror Abror ◽  
Dina Patrisia
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Behavioral Intention ◽  
Structural Equation ◽  
Corporate Image ◽  
Partial Least Square ◽  
Least Square ◽  
Behavior Intention ◽  
The Relationship ◽  
Significant Direct Effect

This study aims to analyze the relationship between service quality, corporate image, customer satisfaction and behavioral intention of Garuda Indonesia Airways’ customers. This research also investigates the roles of customer satisfaction as a mediating variable. The population of this study is all customers of Garuda Indonesia Airways. This study employs 150 customers as respondents. The data collection has been conducted by using a convenience sampling method. This research analyzes the data by using the Structural Equation Modelling (SEM) with Partial Least Square (PLS). After some preliminary tests, this study found that service quality has a positive and significant impact on corporate image and customer satisfaction. Service quality has no significant direct impact on behavioral intention. The corporate image has significantly and positively related to behavioral intention. Customer satisfaction is a significant and positive antecedent of behavior intention. Even though there is no significant direct effect of service quality on behavioral intention, surprisingly, it has a significant indirect impact on behavioral intention through customer satisfaction as an intervening variable. Furthermore, some limitations and further research have been addressed.

Antecedents of satisfaction and loyalty in different spectator tribes in a football context

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Giuseppe Lamberti ◽  
Josep Rialp ◽  
Alexandra Simon
Keyword(s):  
Structural Equation Modeling ◽  
Service Quality ◽  
Least Squares ◽  
Partial Least Squares ◽  
Structural Equation ◽  
Design Methodology ◽  
Sport Management ◽  
Equation Modeling ◽  
Emotional Involvement ◽  
Content Type

PurposeExtending existing research in a football context, this study explores how image and service quality influence spectator tribe satisfaction and loyalty and variations in behaviors depending on age, gender and emotional involvement.Design/methodology/approachSpectators aged 18 years and older who attended Barcelona Football Club home La Liga matches were sampled. Partial least squares structural equation modeling (PLS-SEM) was used to analyze the model, and hybrid multigroup PLS-SEM was used to explore observed heterogeneity.FindingsImage and service quality both influence spectator satisfaction and loyalty. Satisfaction and loyalty are associated differently with three tribes: a nonpassionate tribe characterized by low emotional involvement and younger and older passionate tribes composed of emotionally involved spectators aged <30 and >30 years old, respectively.Research limitations/implicationsThis study’s results contribute to strengthening the suitability of PLS-SEM and multigroup in sport management, in particular for analyzing the behavior of specific groups of football spectators.Originality/valueThe findings of this study underline image and service quality as crucial to football spectator satisfaction and loyalty, with emotional involvement and age defining different consumer tribes as potential targets for marketing purposes.

scholarly journals Using Partial Least Squares Structural Equation Modeling to Measure the Moderating Effect of Gender: An Empirical Study

Mathematics ◽  
2021 ◽  
Vol 9 (24) ◽  
pp. 3150
Author(s):  
Vera Gelashvili ◽  
Juan-Gabriel Martínez-Navalón ◽  
José Ramón Saura
Keyword(s):  
Structural Equation Modeling ◽  
Least Squares ◽  
Partial Least Squares ◽  
Environmental Sustainability ◽  
Structural Equation ◽  
Three Dimensions ◽  
Equation Modeling ◽  
The Relationship ◽  
Gender Influences ◽  
Practical Implications

Over recent decades, much has been written about sustainable development and its main dimensions (environmental, social, and economic). However, to date, there is a lack of academic literature on the relationship between these dimensions of sustainability, as well as whether sustainability is moderated by an individual’s gender. To fill this gap in the literature, the aim of this study is two-fold: first, we want to empirically analyze whether there is a relationship between these dimensions and, if so, whether this relationship is positive; secondly, we aim to evaluate whether gender influences the link between these dimensions of sustainability. To this end, a sample of 411 responses was analyzed using the Using Partial Least Squares Structural Equation Modeling (PLS-SEM) methodology. The results revealed that there is a positive relationship between the three dimensions of sustainability; however, the effect of gender was observed only in the case of the relationship between social and environmental sustainability. The paper concludes with a discussion of the results and an outline of their theoretical and practical implications for industry.

Service Quality, Customer Satisfaction, Customer Trust, and Loyalty in an E-Banking Context

2012 ◽  
Vol 40 (8) ◽  
pp. 1271-1283 ◽  
Author(s):  
Po-Young Chu ◽  
Gin-Yuan Lee ◽  
Yu Chao
Keyword(s):  
Structural Equation Modeling ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Least Squares ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Equation Modeling ◽  
Research Model ◽  
Bank Management ◽  
Customer Trust

In this study a research model was proposed to examine the relationships between service quality, customer satisfaction in, customer trust of, and loyalty to Taiwanese e-banks. Questionnaires were completed by 442 respondents who had experience with e-banking and data were analyzed using partial least squares structural equation modeling. It was found that e-banks must focus on service quality to increase customer satisfaction and trust and to obtain customer loyalty. Implications are discussed in relation to e-bank management.

scholarly journals PENGARUH KUALITAS LAYANAN DAN CITRA PERUSAHAAN TERHADAP KEPUASAN DAN LOYALITAS NASABAH

2018 ◽  
Vol 10 (2) ◽  
pp. 201
Author(s):  
Mutmainnah Mutmainnah
Keyword(s):  
Structural Equation Modeling ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Service Industry ◽  
Service Providers ◽  
Corporate Image ◽  
Equation Modeling

<p><em>As a primary factor in satisfaction and loyalty,</em><em> </em><em>service quality and image has been given a lot of attention</em><em>. </em><em>This research used a sample of 120 respondents and analyzed the data using structural equation modeling. Findings reveal that service quality and corporate image are antecedents of customer satisfaction, but customer satisfaction surprisingly does not have positive and significant effect on customer loyalty. </em><em>The implications for service providers in any platform service industry is that customer satisfaction has not key success to loyalty but continuously improves the quality of service and corporate image of satisfaction, but it creates loyalty to buy services and recommend to others.  </em><em></em></p><p><em> </em></p>

scholarly journals Pengaruh Customer Satisfaction dan Religiusitas sebagai Variabel Moderasi Atas Penggunaan Islamic Branding terhadap Purchase Intention

2020 ◽  
Vol 4 (1) ◽  
pp. 387-398
Author(s):  
Taufiq Risal ◽  
Mirawati Mirawati ◽  
Reza Prabudi
Keyword(s):  
Structural Equation Modeling ◽  
Customer Satisfaction ◽  
Least Squares ◽  
Partial Least Squares ◽  
Purchase Intention ◽  
Structural Equation ◽  
Equation Modeling ◽  
Probability Sampling

Untuk membangkitkan minat nasabah, Islamic Branding dalam industri perbankan syariah perlu memberikan sejumlah besar manfaat yang dapat diperoleh nasabah, untuk dapat memaksimalkan Customer Satisfaction sehingga dapat menghasilkan Purchase Intention yang tinggi. Tingkat Religiusitas nasabah terbukti turut memegang peranan penting dalam memilih lembaga perbankan yang menggunakan Islamic Branding. Penelitian ini bertujuan untuk mempelajari adalah pengaruh kepribadian Islamic Branding terhadap Purchase Intention menggunakan jasa perbankan syariah dengan Customer Satisfaction sebagai variable intervening dan Tingkat Religiusitas Pelanggan sebagai variable moderator. Prosedur pengambilan sampel dalam penelitian ini adalah teknik non-probability sampling. Metode analisis yang digunakan dalam penelitian ini menggunakan SEM (Structural Equation Modeling) dengan aplikasi PLS (Partial Least Squares). Hasil penelitian ini menunjukkan bahwa Islamic Branding mempunyai pengaruh yang signifikan terhadap Customer Satisfaction, tetapi tidak berpengaruh signifikan terhadap Purchase Intention, dan tidak secara tidak langsung akan tidak signifikan mempengaruhi Customer Satisfaction sebagai variabel intervening. Serta Tingkat Religiusitas sebagai variabel moderator tidak terbukti berpengaruh signifikan atas pengaruh Islamic Branding terhadap Customer Satisfaction dan Purchase Intention nasabah BMT Kampoeng Syariah Medan.

scholarly journals PENGARUH SERVICE QUALITY TERHADAP PERCEIVED IMAGE, PERCEIVED VALUE, DAN CUSTOMER SATISFACTION SERTA DAMPAKNYA TERHADAP BEHAVIORAL INTENTIONS (STUDI KASUS PADA MASKAPAI PENERBANGAN LION AIR INDONESIA)

2020 ◽  
Vol 4 (2) ◽  
pp. 156-170
Author(s):  
Ratna Kartika Zulya ◽  
Osa Omar Sharif
Keyword(s):  
Structural Equation Modeling ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Behavioral Intention ◽  
Behavioral Intentions ◽  
Structural Equation ◽  
Perceived Value ◽  
Partial Least Square ◽  
Least Square ◽  
Equation Modeling

Kondisi geografis Indonesia sangat membutuhkan pesawat sebagai sarana yang menjadi konektivitas antar pulau. Di tahun 2018, jumlah penumpang pesawat rute domestik mencapai 101.130.000 penumpang. Meskipun begitu, nyatanya di maskapai Lion Air mengalami penurunan jumlah penumpang sebesar 4,13%. Penelitian bertujuan untuk mengetahui bagaimana pengaruh Service Quality terhadap Perceived Image, Perceived Value, dan Customer Satisfaction, dan bagaimana dampaknya terhadap Behavioral Intention pada konsumen jasa maskapai Lion Air di Indonesia. Metode penelitian yang digunakan adalah metode kuantitatif dengan populasi dalam penelitian adalah masyarakat yang pernah menggunakan jasa maskapai Lion Air di Indonesia. Teknik pengambil sampel menggunakan rumus Cohran sehingga ditentukan jumlah sampel sebanyak 385 sampel. Tenik analisis data adalah teknik multivariat melalui alat analisis Structural Equation Modeling (SEM) Partial Least Square (PLS). Hasil temuan dalam penelitian adalah Service Quality merupakan faktor utama untuk meningkatkan Perceived Image, dan Perceived Value sehingga terciptanya Customer Satisfaction dan Behavioral Intention pada konsumen jasa maskapai Lion Air di Indonesia. Dengan begitu, maka disarankan bagi Lion untuk memprioritaskan Service Quality karena pengaruhnya besar terhadap Perceived Image, Perceived Value, dan Customer Satisfaction yang juga berdampak pada Behavioral Intentions pada konsumen maskapai Lion Air.

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