PENGARUH KUALITAS, PERSEPSI NILAI, CITRA, DAN KEPUASAN TERHADAP LOYALITAS ATAU KEINGINAN BERPINDAH PENUMPANG BUS TRANSJOGJA

2010 ◽  
Vol 5 (2) ◽  
pp. 121
Author(s):  
Petra Surya Mega Wijaya ◽  
Jonathan Herdioko
Keyword(s):  
Data Processing ◽  
Structural Equation Model ◽  
Structural Equation ◽  
Perceived Value ◽  
Problem Formulation ◽  
Equation Model ◽  
Quality Service ◽  
Transportation Mode ◽  
Relational Quality ◽  
Quality Image

This research is not only focused on satisfaction, but also thevariables that form satisfaction, which are core quality, relationalquality, image, and perceived value. The modeling on this research is objected on the TransJogja transportation mode. The problem formulation on the research here are core quality, service quality, image, and perceived value which relates with satisfaction, and how satisfaction relates to loyalty and switching intention. There were 200 TransJogja passengers randomly chosen in this research and the data processing uses SEM (Structural Equation Model). The results show that only core quality and relational quality are significant to satisfaction, while image and perceived value does not relate to satisfaction. Satisfaction does not also relate to loyalty and switching intention.Keywords: core quality, relational quality, image, perceived value, satisfaction, loyalty, switching intention, TransJogja, SEM

scholarly journals PENGARUH PRODUCT QUALITY, SERVICE QUALITY, IMAGE TERHADAP LOYALTY MELALUI SATISFACTION PADA RESTORAN SUNDA DI JAKARTA

2014 ◽  
Vol 7 (1) ◽  
pp. 177
Author(s):  
Dessy Pirbadi
Keyword(s):  
Service Quality ◽  
Product Quality ◽  
Key Words ◽  
Structural Equation Model ◽  
Structural Equation ◽  
Equation Model ◽  
Quality Service ◽  
Quality Image ◽  
Convenience Sampling ◽  
The Impact

<p><span><em>Number of Sunda Restaurant’s consumer in the year of 2009 and 2012 are decreasing although the </em><span><em>number of restaurant is increasing. This research test the impact of Product quality, Service quality, </em><span><em>and Image through Satisfaction into consumer’s Loyalty by using Convenience Sampling with 200 </em><span><em>respondents who have visited and eat in Sunda Restaurant in Jakarta at least twice in the last six</em><br /><span><em>months. Tool used to analyze the data is Structural Equation Model (SEM) through AMOS software </em><span><em>ver. 18.00. Result shows that Product quality, Service quality, Image, and Satisfaction have positive </em><span><em>impact to Loyalty.</em></span></span></span></span></span></span></span></p><p><span><span><span><span><span><span><span><em></em><br /><strong><em>Key words: </em><em>Product quality, Service quality, Image, Satisfaction, Loyalty</em></strong></span></span></span></span></span><br /></span></span></p>

scholarly journals The Effect of Perceived Value and Service Quality on Depositor Loyalty

2021 ◽  
Vol 4 (1) ◽  
Author(s):  
Audi Putri Kamajaya ◽  
◽  
Agus Aribowo
Keyword(s):  
Service Quality ◽  
Structural Equation Model ◽  
Commercial Bank ◽  
Random Sampling ◽  
Structural Equation ◽  
Perceived Value ◽  
Simple Random Sampling ◽  
Equation Model ◽  
Primary Data ◽  
Good Relationship

For a bank, the depositors are the primary assets. Therefore, the bank should maintain a good relationship with them to be loyal to all efforts. If they are faithful, they will always keep putting their money in the bank. Therefore, the bank can execute the intermediate function properly. This study intends to examine the effect of perceived value and service quality on depositor loyalty. Consequently, the depositors of commercial bank H at branch F in Bandung become the population and the samples. This study also uses the Slovin formula, simple random sampling, and survey to calculate the samples, grab them, and accumulate the primary data. Moreover, the gathered data get analyzed by the structural equation model (SEM) based on variance. To sum up, this study proves that the perceived value and service quality positively affect depositor loyalty after examining the proposed hypotheses. To increase depositors to be loyal, the bank has to focus on elevating their perceived value and giving them superior service.

scholarly journals MODEL TERINTEGRASI DARI KESETIAAN PELANGGAN PADA BANK PEMERINTAH

2014 ◽  
Vol 7 (2) ◽  
pp. 1
Author(s):  
Yunita Nila Dewi
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Structural Equation Model ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Positive Influence ◽  
Equation Model ◽  
Sampling Techniques ◽  
Font Size ◽  
Quality Image

<span style="font-family: Calibri Italic; font-size: 11pt; color: #000000; font-style: normal; font-variant: normal;"><em id="tinymce" class="mceContentBody " dir="ltr">This study aimed to analyze the influences of service quality and image on customer loyalty</em><span style="font-family: Calibri Italic; font-size: 11pt; color: #000000; font-style: normal; font-variant: normal;"><em> from customer satisfaction that useful for marketing managers in making decisions for the</em><span style="font-family: Calibri Italic; font-size: 11pt; color: #000000; font-style: normal; font-variant: normal;"><em> company.</em><br /><span style="font-family: Calibri Italic; font-size: 11pt; color: #000000; font-style: normal; font-variant: normal;"><em>This study was conducted on the state banks customers and took 200 customers became</em><span style="font-family: Calibri Italic; font-size: 11pt; color: #000000; font-style: normal; font-variant: normal;"><em>samples. This study used Structural Equation Model (SEM). The method used is a non</em><span style="font-family: Calibri Italic; font-size: 11pt; color: #000000; font-style: normal; font-variant: normal;"><em> probability sampling with purposive sampling techniques. Based on the results of this study</em><span style="font-family: Calibri Italic; font-size: 11pt; color: #000000; font-style: normal; font-variant: normal;"><em> is that there’s positive influence of service quality on customer satisfaction and influence of</em><span style="font-family: Calibri Italic; font-size: 11pt; color: #000000; font-style: normal; font-variant: normal;"><em> image on customer satisfaction. Furthermore, the customer satisfaction positive influence</em><span style="font-family: Calibri Italic; font-size: 11pt; color: #000000; font-style: normal; font-variant: normal;"><em> on customer loyalty, but there’s no positive influence of service quality on customer loyalty</em><span style="font-family: Calibri Italic; font-size: 11pt; color: #000000; font-style: normal; font-variant: normal;"><em> from customer satisfaction. Furthermore there’s no positive influence of image on customer</em><span style="font-family: Calibri Italic; font-size: 11pt; color: #000000; font-style: normal; font-variant: normal;"><em> loyalty from customer satisfaction.</em><br /><strong><span style="font-family: Calibri Italic; font-size: 11pt; color: #000000; font-style: normal; font-variant: normal;"><em>Keywords : Service Quality, Image, Customer Satisfaction, Customer Loyalty</em></span></strong></span></span></span></span></span></span></span></span></span></span></span>

scholarly journals The Effect of Perceived Value and Service Quality on Depositor Loyalty

2021 ◽  
Author(s):  
Audi Putri Kamajaya ◽  
Agus Aribowo
Keyword(s):  
Service Quality ◽  
Structural Equation Model ◽  
Commercial Bank ◽  
Random Sampling ◽  
Structural Equation ◽  
Perceived Value ◽  
Simple Random Sampling ◽  
Equation Model ◽  
Primary Data ◽  
Good Relationship

For a bank, the depositors are the primary assets. Therefore, the bank should maintain a good relationship with them to be loyal to all efforts. If they are faithful, they will always keep putting their money in the bank. Therefore, the bank can execute the intermediate function properly. This study intends to examine the effect of perceived value and service quality on depositor loyalty. Consequently, the depositors of commercial bank H at branch F in Bandung become the population and the samples. This study also uses the Slovin formula, simple random sampling, and survey to calculate the samples, grab them, and accumulate the primary data. Moreover, the gathered data get analyzed by the structural equation model (SEM) based on variance. To sum up, this study proves that the perceived value and service quality positively affect depositor loyalty after examining the proposed hypotheses. To increase depositors to be loyal, the bank has to focus on elevating their perceived value and giving them superior service.

Surveying the music playback experience of museum audiences based on perceived quality and perceived value

2019 ◽  
Vol 37 (5) ◽  
pp. 878-892 ◽  
Author(s):  
Xuan Chen
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Structural Equation Model ◽  
Structural Equation ◽  
Perceived Value ◽  
Perceived Quality ◽  
Equation Model ◽  
Basic Theory ◽  
Content Type ◽  
Different Types

Purpose The improvement of museum service quality and efficiency is a hot issue in recent years. This paper aims to explore the influencing factors of museum audience satisfaction with music playing experience and provide empirical support for the improvement of museum service quality. Design/methodology/approach In this study, first, the basic theory of customer satisfaction and the basic theory of structural equation model are introduced. Different types of music have different effects on audience experience. At the same time, for different types of museums, different exhibition halls in the same museum and different types of exhibitions, the use of music should be tailored to local conditions. Then, a questionnaire survey is conducted to investigate the satisfaction of the audience of Hunan Museum with their music playing experience, and the survey data are collected and sorted out. Structural equation model (SEM) is used to study the customer satisfaction of Museum audiences' music playing experience, so as to find out the factors that have the greatest impact on the satisfaction and put forward corresponding improvement suggestions. Findings The results show that perceived value and perceived quality have the greatest impact on customer satisfaction. Research limitations/implications Museum audience satisfaction model involves many variables and has complex relationships. Therefore, there are still many shortcomings in this study. Practical implications Therefore, this study has important practical significance for museums to serve the society, improve the level of exhibition and realize their own value. By improving the exhibition environment and paying attention to the complaints of the audience, the satisfaction of the audience can be improved. Originality/value The structural equation model is applied to the study of museum customer satisfaction.

scholarly journals PENGARUH FUNCTIONAL QUALITY DAN HEDONIC QUALITY TERHADAP LOYALTY PADA FLASHPACKER OTA AGODA

2021 ◽  
Vol 1 (1) ◽  
Author(s):  
Edo Prasetyo
Keyword(s):  
Structural Equation Model ◽  
Significant Influence ◽  
Structural Equation ◽  
Perceived Value ◽  
Switching Cost ◽  
Equation Model ◽  
Travel Agent ◽  
Functional Quality ◽  
Online Travel ◽  
Hedonic Quality

<p>Latar belakang penelitian ini adalah Agoda yang jumlah pengunjungnya semakin menurun dari tahun ke tahun, padahal Agoda merupakan pelopor <em>Online Travel Agent</em> (OTA) di Indonesia. Jumlah pengunjung terus menurun menunjukkan kalau banyak konsumen yang tidak mempunyai <em>loyalty</em> terhadap Agoda.  Pada penelitian sebelumnya yang dilakukan oleh Jasmina Berbegal-Mirabent<em> et al. (</em>2015) tentang faktor-faktor yang mempengaruhi perilaku pembelian <em>online</em> di bidang turis, disebutkan bahwa untuk meningkatkan <em>loyalty </em>konsumen, OTA harus meningkatkan kualitas pada <em>website</em> atau aplikasinya, baik kualitas secara fungsional (<em>functional quality</em>) maupun secara hedonis (<em>hedonic quality</em>). Penelitian ini bertujuan untuk mengetahui pengaruh <em>functional quality</em> dan <em>hedonic quality</em> terhadap <em>loyalty</em> yang dimediasi oleh <em>perceived value</em>, dan dimoderasi <em>switching cost</em> pada <em>flashpacker </em>OTA Agoda. Penelitian ini menggunakan metode kuantitatif. Fokus penelitian ada pada <em>flashpacker</em> Agoda yang pernah menggunakan Agoda minimal sebanyak dua kali dan berdomisili di Jakarta, Bogor, Depok, Tangerang, dan Bekasi (Jabodetabek). Data primer diperoleh melalui kuesioner yang disebarkan secara online ke 391 responden, terdiri dari 42 pertanyaan yang telah diuji validitas dan reliabilitasnya. Penghitungan data responden dihitung menggunakan <em>Structural Equation Model</em> (SEM) dengan SmartPLS versi 3.2.8. Hasil dan kesimpulan dari penelitian ini menemukan bahwa terdapat pengaruh yang signifikan antara <em>functional quality </em>dan <em>hedonic quality</em> terhadap <em>perceived value</em>. <em>Perceived value</em> juga memiliki pengaruh yang signifikan terhadap <em>loyalty</em>. Sedangkan <em>switching cost</em> tidak signifikan sebagai pemoderasi pengaruh <em>perceived value</em> terhadap <em>loyalty</em>.</p><p><em><strong>Kata kunci</strong>: <em>functional, hedonic</em><em>, quality, perceived value, loyalty</em></em></p><p><em><br /></em></p><p><em>The background of this study is Agoda’s visitors who decrease from years to years, even though Agoda is pioneer of Online Travel Agent (OTA) in Indonesia. Number of visitors show that many consumers do not have loyalty to Agoda. At previous study by Jasmina Berbegal-Mirabent et al. (2015) about the factors that affect online purchasing behavior in tourism, it is said that to increase consumer loyalty, OTA must increase quality of website or application, in functional quality and hedonic quality. </em><em>The purpose of this study is to learn the influence of functional quality and hedonic quality on loyalty which are mediated by perceived value, and is moderated by switching cost on flashpacker of OTA Agoda. This study uses quantitative method. Respondents in this study were flashpackers of Agoda who have used Agoda for minimal two times and live in Jakarta, Bogor, Depok, Tangerang, and Bekasi (Jabodetabek). The primer data is collected by questionnaire which is spread by online to 391 respondents, which has 42 question that has been tested its validity dan reliability. The data calculation of respondents is counted by Structural Equation Model (SEM) with SmartPLS version 3.2.8. The result </em><em>and the summary </em><em>of this study is the significant influence of functional quality and hedonic quality on perceived value. Perceived value also has significant influence on loyalty. While switching cost is no significant in moderating the influence relation of perceived value and loyalty.</em></p><p><em><strong>Keywords</strong>: functional, hedonic</em><em>,</em><em> quality, perceived value, loyalty</em></p>

scholarly journals Importance of Maslahah Orientation in Sharia Institutions

2021 ◽  
Vol 5 (2) ◽  
pp. 180-190
Author(s):  
Primasatria Edastama
Keyword(s):  
Customer Satisfaction ◽  
Data Processing ◽  
Structural Equation Model ◽  
Structural Equation ◽  
Processing Technique ◽  
Equation Model ◽  
Basic Principles ◽  
Model Method ◽  
Basic Purpose ◽  
Data Processing Technique

This research aims to look at the importance of a Sharia Institution in orienting its institutions on an orientation based on benefit. This research is based on the lack of attention of some Sharia Institutions on the principle of the basic purpose of Sharia that is to be able to achieve benefit. In this study will be seen the influence of benefit on satisfaction and loyalty to the Sharia Institution in. This research will use structural equation model method as data processing technique. Data is collected using quiestionaire distributed to sharia institutions customers. This research found that orientation in maslahah is a very important factor in building loyalty to Sharia Institutions. In addition, the orientation on the maslahah needs to be improved as a means in improving customer satisfaction. The results of this study are expected to be the basis for sharia institutions to focus more on the orientation of maslahah for their institutions in accordance with the basic principles of Sharia itself

scholarly journals Pengaruh Generativity, Experience Expectation dan Motivation Terhadap Visit Intention Pada Museum Mojopahit Mojokerto

2021 ◽  
Vol 3 (1) ◽  
pp. 97-106
Author(s):  
Jeffry Andreanto Ferdian ◽  
Erna Andajani ◽  
Siti Rahayu
Keyword(s):  
Data Processing ◽  
Structural Equation Model ◽  
Structural Equation ◽  
Equation Model ◽  
Primary Data ◽  
Sampling Techniques ◽  
Significant Positive Effect ◽  
Museum Data ◽  
Convenience Sampling ◽  
Positive Effect

This research aims to determine the effect of generativity, experience expectation, and motivation on visit intention. The object that we use here is Mojokerto Mojopahit Museum. Data processing was carried out using the IBM SPSS 24 program, in addition, researchers used IBM AMOS 22 which will be used for the SEM method or Structural Equation Model. The data in this study will use primary data obtained from online questionnaires. Respondents in this study were 200 people who have an interest in coming to the Mojopahit Museum in Mojokerto and have a generative nature. Sampling used non-probability sampling techniques and convenience sampling. The results of this study will indicate a significant positive effect of generativity on experience expectation, then experience expectation on motivation, and the influence of motivation on visit intention at the Mojopahit Museum in Mojokerto.

scholarly journals PENGARUH KUALITAS SERVICE TERHADAP KEPUASAN, KEPERCAYAAN, DAN KECENDERUNGAN BERPERILAKU MAHASISWA PADA PERGURUAN TINGGI DI JAKARTA

2014 ◽  
Vol 7 (1) ◽  
pp. 129
Author(s):  
Primasatria Edastama
Keyword(s):  
Quality Of Service ◽  
Service Quality ◽  
Structural Equation Model ◽  
Structural Equation ◽  
Equation Model ◽  
Improve Quality ◽  
Quality Service ◽  
Good Service ◽  
Behavior Intention

<span><em>Development and growth of universities in Jakarta encourage each university to achieve the best </em><span><em>quality to get more students. This action need certain steps particularly by improve quality service. </em><span><em>In this research will analyze the effect of service quality to students’ behavior intention, so university </em><span><em>able to see the effect of quality service. The method in this study was Structural Equation Model</em><br /><span><em>(SEM), as subject research is students, and the data used primer data that collected by </em><span><em>questionnaire. The result of this study showed a good service has effect to trust of behavior intention. </em><span><em>However, this research also found the effect of satisfaction to trust is significant although it is weak </em><span><em>effect, this also occur to the quality of service to trust and service quality. For the effect of quality </em><span><em>service to behavior intention in this research showed strong effect. By the result of this research, it </em><span><em>is hope that university able to manage the quality service better and more focus to student as </em><span><em>customer because of tendency of their behavior.</em><br /><strong><em>Keywords</em><em>: service quality, trust, behavior intention</em></strong></span></span></span></span></span></span></span></span></span><br /></span></span>

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