scholarly journals Satisfied, but Will They Spread a Word? The Role of Customer Satisfaction at Jamu Café

2018 ◽  
Vol 9 (1) ◽  
pp. 1
Author(s):  
Usep Suhud ◽  
Sheila Maryam Bajunaid
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Structural Equation ◽  
Word Of Mouth ◽  
Equation Model ◽  
Repurchase Intention ◽  
Factor Analyses ◽  
Confirmatory Factor Analyses ◽  
Confirmatory Factor

This research aimed to investigate consumers’ intention to repurchase jamu at Jamu Café. Service quality, customer satisfaction, and Word-of-Mouth (WOM) were selected as the predictor variables. In total, 200 participants who purchased jamu at the café were selected conveniently. Data were analyzed using exploratory and confirmatory factor analyses as well as Structural Equation Model (SEM). As a result, service quality influences customer satisfaction significantly. As customers are satisfied, they do word-of-mouth and repurchase. On the other hand, WOM has an insignificant impact on repurchase intention.

scholarly journals COMMITMENT SEBAGAI VARIABEL MEDIASI PENGARUH TRUST TERHADAP REPURCHASE INTENTION PADA RESTORAN WARALABA LOKAL

2017 ◽  
Vol 20 (1) ◽  
pp. 1
Author(s):  
Sri Vandayuli Riorini
Keyword(s):  
Customer Satisfaction ◽  
Structural Equation Model ◽  
Structural Equation ◽  
Affective Commitment ◽  
Word Of Mouth ◽  
Positive Influence ◽  
Equation Model ◽  
Repurchase Intention ◽  
Continuance Commitment ◽  
Affective Trust

Waralaba merupakan bentuk bisnis ritel khususnya restoran yang semakin berkembang dan menjanjikan. Persaingan menjadi semakin ketat ditambah masuknya franchisor asing. Loyalitas pelanggan merupakan kunci untuk memenangkan persaingan. Tujuan dari penelitian ini adalah untuk menganalisis Trust, Affective commitment, Continuance commitment terhadap Repurchase intention. Responden sebagai sampel dalam penelitian ini sebanyak 200 responden yang berkunjung ke restoran waralaba lokal, yang dipihih dengan menggunakan teknik Purposive sampling. Selanjutnya, metode analisis data menggunakan Teknik Structural Equation Model. Hasil penelitian menemukan bahwa seluruh Hipotesis yang dikemukakan dapat didukung, dimana (1) terdapat pengaruh positif Trust terhadap Affective commitment, (2) terdapat pengaruh positif Trust terhadap Continuance commitment, (3) terdapat pengaruh positif Affective trust terhadap Repurchase intention, (4) terdapat pengaruh positif Continuance commitment terhadap Repurchase intention, dan (5) terdapat pengaruh positif Trust terhadap Repurchase intention. Selanjutnya, ditemukan pula bahwa (1) Affective dan Continuance commitment merupakan variabel mediasi antara Trust dan Repurchase intention, dan (2) Continuance commitment merupakan faktor yang lebih kuat dalam mempengaruhi Trust, dan Repurchase intention dibandingkan Affective commitment. Untuk penelitian selanjutnya disarankan agar penelitian ini diterapkan pada jenis waralaba lokal lainnya, seperti department store, convenience store, specialty store, supermarket, dan hypermarket, serta menambahkan Service quality dan Customer satisfaction sebagai anteseden dari Trust dan Word-of-mouth sebagai konsekuensi dari Commitment.Franchising is a form of retail businesses, especially those of growing and promising restaurants. Competition is becoming more tightly multiplied by the entry of foreign franchisors. Customer loyalty is the key to win the competition. The purpose of this study is to analyze the trust, affective commitment, continuance commitment towards repurchase intention. Respondents as the sample of this study were 200 respondents who visited local franchise restaurants, chosen by using Purposive Sampling technique. Furthermore, the method of data analysis applies the Structural Equation Model techniques. The study finds that the entire hypothesis presented can be supported, where there are (1) a positive influence of trust towards affective commitment, (2) a positive influence of trust towards continuance commitment, (3) a positive affective trust towards repurchase intention, (4) a positive influence continuance commitment towards repurchase intention, and (5) a positive effect of trust towards repurchase intention. Furthermore, it is also found that (1) affective and continuance commitment is a mediator variable between the trust and repurchase intention, and (2) continuance commitment is a stronger factor in influencing the trust and repurchase intention than affective commitment. For further study, it is recommended that this research be applied to other types of local franchises, such as department stores, convenience stores, specialty stores, supermarkets and hypermarkets, as well as adding service quality and customer satisfaction as antecedents of trust and word-of-mouth as a consequence of the commitment

The Determinant of Customer Satisfaction that Gives the Effect of Word of Mouth in PT. BPR Krisna Yuna Dana,Gianyar Bali

2018 ◽  
Vol 9 (02) ◽  
pp. 20519-20532
Author(s):  
Ni Putu Wiwik Juliantari ◽  
I Nengah Suardhika ◽  
IGN Eka Teja Kusuma
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Structural Equation ◽  
Word Of Mouth ◽  
Equation Model ◽  
Corporate Image ◽  
Partial Least Square ◽  
Least Square ◽  
Insignificant Effect ◽  
Time Deposits

This study aims to test and analyze the quality of service, corporate image, customer satisfaction, and word of mouth. This research was conducted at PT. BPR Krisna Yuna Dana, Gianyar Bali with the research population are all customers of PT BPR Krisna Yuna Funds both savings, time deposits and credits, a sample of 95 customers using proportionate sampling method. All data obtained from questionnaires are suitable for use, then analyzed using structural equation model based on variance analysis known as Partial Least Square (PLS). The result of the research shows that service quality has positive and significant effect to customer satisfaction, service quality has positive and insignificant effect to company image, company image has positive and significant effect to customer satisfaction, service quality have positive and insignificant effect on word of mouth, positive and significant to word of mouth, corporate image has a positive and significant effect on word of mouth, corporate image can influence word of mouth through customer satisfaction and service quality can influence word of mouth through customer satisfaction. The implication of this research is that service quality can be improved by paying attention to service guarantee, corporate image can be improved by paying attention to company management. Customer satisfaction can be improved by paying attention to customer satisfaction to product and word of mouth can be improved by paying attention to motivate friend / relation.

scholarly journals The Influence of Food & Beverage Quality, Service Quality, Place, and Perceived Price to Customer Satisfaction and Repurchase Intention

2018 ◽  
Vol 1 (1) ◽  
Author(s):  
REZHA ARLANDA BERLIANSYAH ◽  
AGUS SUROSO
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Structural Equation ◽  
Equation Model ◽  
Survey Method ◽  
Quality Service ◽  
Repurchase Intention ◽  
Perceived Price ◽  
Food And Beverage ◽  
Positive Effect

This type of the research is case study with survey method by using questionnaire as a toolof data collection. The study was conducted in Purwokerto area. There are many varioustype of culinary business, such as cafe, restaurant, foodstreet, foodcourt, etc. But one of themost popular in the society now is cafe and restaurant. One of the new cafe and resto thathad been just found in Purwokerto is Level Up. As a new arrival, Level Up have a uniqueconcept, place, foods and beverages, and also the services that can attract young adult inPurwokerto to visit Level Up. But, there was a decrease in the customers who visited LevelUp after a year of standing and the problem that faced by Level Up become a businessphenomenon. Based on the problems above, this research was conducted to analyze thefood and beverage quality, service quality, place, and perceived price to customersatisfaction and repurchase intention. Respondents of this research are 165 respondentscame from consumers in Purwokerto who have been visited Level Up Purwokerto. Thisresearch uses SEM (Structural Equation Model) as analysis tools technique. Statisticalsoftware SPSS is used to analyze the data. The result of hypothesis testing using T-test is inthe following: (1) Food and beverage quality has positive effect on customer satisfaction. (2)Service quality has positive effect on customer satisfaction. (3) Place has a positive but nosignificant effect on customer satisfaction. (4) Perceived price has a positive effect oncustomer satisfaction. (5) Customer satisfaction has a positive effect on repurchaseintention.

scholarly journals Behavioural Comparison of Driverswhen Driving a Motorcycle or a Car: A Structural Equation Modelling Study

2015 ◽  
Vol 27 (6) ◽  
pp. 457-466 ◽  
Author(s):  
Darja Topolšek ◽  
Dejan Dragan
Keyword(s):  
Risk Taking ◽  
Structural Equation ◽  
Equation Model ◽  
Factor Analyses ◽  
Driver Behaviour ◽  
Confirmatory Factor Analyses ◽  
Study Results ◽  
Confirmatory Factor ◽  
Two Factors ◽  
Motorcycle Rider

The goal of the study was to investigate if the drivers behave in the same way when they are driving a motorcycle or a car. For this purpose, the Motorcycle Rider Behaviour Questionnaire and Driver Behaviour Questionnaire were conducted among the same drivers population. Items of questionnaires were used to develop a structural equation model with two factors, one for the motorcyclist’s behaviour, and the other for the car driver’s behaviour. Exploratory and confirmatory factor analyses were also applied in this study. Results revealed a certain difference in driving behaviour. The principal reason lies probably in mental consciousness that the risk-taking driving of a motorbike can result in much more catastrophic consequences than when driving a car. The drivers also pointed out this kind of thinking and the developed model has statistically confirmed the behavioural differences. The implications of these findings are also argued in relation to the validation of the appropriateness of the existing traffic regulations.

scholarly journals Pengaruh E-Service Quality dan Perceived Value Terhadap Repurchase Intention Dengan Customer Satisfaction Sebagai Variabel Mediasi Pada Bisnis E-Commerce

2020 ◽  
Vol 4 (5) ◽  
pp. 217
Author(s):  
Novandy Yusanida Wiryana ◽  
Rezi Erdiansyah
Keyword(s):  
Data Collection ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Structural Equation ◽  
Sampling Method ◽  
Perceived Value ◽  
Equation Model ◽  
Survey Method ◽  
Repurchase Intention ◽  
Processing Data

The purpose of this study is to determine the effect e-service quality and perceived value on repurchase intention through customer satisfaction as a mediating variable in e-commerce business. The research was conducted quantitatively through survey method as many as 165 respondents toward customer at least had made transactions with e-commerce in West Jakarta Region. The sampling method uses non probability such as purposive sampling. The method of data collection is done by distributing questionnaries online and processing data uses SPSS and LISREL 8.70 for structural equation model (SEM). The result of the research hypothesis show that e-service quality, perceived value and customer satisfaction have a positive and significant effect on repurchase intention and customer satisfaction madiates the effect of e-service quality and repurchase intention on repurchase intention.

scholarly journals The mediation relationship of customer satisfaction between service quality and repurchase intention on e-commerce in Indonesia

2020 ◽  
Vol 13 (1) ◽  
pp. 137
Author(s):  
Aida Sari ◽  
Dwi Asri Siti Ambarwati ◽  
Mudji Rachmat Ramelan
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Web Service ◽  
Structural Equation ◽  
Equation Model ◽  
Repurchase Intention ◽  
Relationship Of ◽  
The Given ◽  
The Relationship ◽  
Mediator Variable

<p>This research aims to determine the relationship between service qualities and repurchase intention with customer satisfaction as the mediator variable on e-commerce in Indonesia. Data were obtained from 162 respondents by using close and self-administered types of questions. The respondents independently filled the given questionnaires with the Likert scale and Structural Equation Model (SEM) was used for analysis. The findings show that customer satisfaction variable is a mediation of web service quality and repurchase intention on e-commerce in Indonesia.</p>

scholarly journals The Role of Promotion and Service Quality in Increasing Consumer Satisfaction and Loyalty in Pawnshops

2021 ◽  
Vol 04 (10) ◽  
Author(s):  
Nurul Qomariah ◽  
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Consumer Satisfaction ◽  
Structural Equation ◽  
Sampling Technique ◽  
Equation Model ◽  
Short Term ◽  
Branch Office

Pawnshop is one of the non-bank financial institutions that is an alternative for the community in meeting short-term needs. In this pawnshop business, there are many products that can be offered, one of which is gold investment. This study has five objectives, namely the first: to determine the effect of promotion on customer satisfaction, Second, to determine the effect of service quality on customer satisfaction, Third, to determine the effect of promotion on customer loyalty, Fourth, to determine the effect of service quality on customer loyalty, Fifth , to determine the effect of customer satisfaction on customer loyalty. This research was conducted at the pawnshop PT. Pegadaian (Persero) Bondowoso Branch Office. The research sample was determined by 100 respondents using purposive sampling technique. Data analysis to achieve research objectives using Structural Equation Model using WarpPLS 5.0. The results of the study after calculating with WarpPLS 5.0. shows that (1) promotion and service quality have a significant effect on customer satisfaction, (2) promotion has a significant effect on customer loyalty, (3) service quality has no significant effect on customer loyalty, (4) customer satisfaction has an impact on customer loyalty. effect.

scholarly journals Studi tentang Pengaruh Kepuasan Pelanggan terhadap Ekuitas Merk dan Word of Mouth pada Bengkel AHASS Semarang Barat

2019 ◽  
Vol 18 (3) ◽  
pp. 226-244
Author(s):  
Eric Gunawan ◽  
I Made Sukresna ◽  
Sugiono Sugiono
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Structural Equation Model ◽  
Brand Equity ◽  
Structural Equation ◽  
Word Of Mouth ◽  
Equation Model ◽  
Perceived Price ◽  
Program Software

Penelitian ini dilakukan dengan tujuan untuk melihat pengaruh Customer Satisfaction terhadap Brand Equity dan Word of Mouth pada bengkel AHASS. Variabel yang ditambahkan adalah Service Quality dan Perceived Price sebagai Moderating Variabel yang berpengaruh terhadap Customer Satisfaction.Sampel penelitian ini adalah para pelanggan Bengkel AHASS kota Semarang bagian Barat. Analisis data  Structural Equation Model (SEM) menggunakan program software AMOSS dan SPSS. Hasil analisis menunjukkan bahwa Customer Satisfaction berpengaruh positif terhadap Brand Equity dan Word of Mouth. Service Quality berpengaruh positif terhadap Customer Satisfaction yang dimoderasi oleh Perceived Price sebagai Quasi Moderator.

scholarly journals Purchase Unwillingness and Willingness of Indonesian Consumers towards Israeli Products

2017 ◽  
Vol 8 (3) ◽  
pp. 175 ◽  
Author(s):  
Usep Suhud
Keyword(s):  
Structural Equation ◽  
Online Survey ◽  
Equation Model ◽  
Factor Analyses ◽  
Confirmatory Factor Analyses ◽  
Consumer Animosity ◽  
Factors Influencing ◽  
Confirmatory Factor ◽  
Three Stages ◽  
Product Judgment

This research aimed to measure factors influencing purchase willingness and purchase unwillingness on Israeli products. Four predictor variables including consumer animosity, product judgment, boycott participation, and boycott motivation were used. Data were collected by an online survey, and it attracted 337 participants. Three stages of data analysis were applied, those were exploratory analyses, confirmatory factor analyses, and Structural Equation Model (SEM). In total, there were seven hypotheses tested. This research finds a significant impact of animosity on product judgment, boycott participation, and boycott motivation. Furthermore, product judgment and boycott participation significantly affect purchase willingness. Meanwhile, boycott participation and boycott motivation significantly affect purchase unwillingness.

Pengaruh E-Service Quality terhadap Customer Satisfaction dan Loyalty pada Pengguna Gopay di Indonesia

2020 ◽  
Vol 4 (2) ◽  
pp. 11
Author(s):  
Miranda Berliana ◽  
Dinda Amanda Zulestiana
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Structural Equation Model ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Equation Model

Abstrak: Pada era modern saat ini kemajuan teknologi semakin berkembang pesat dan membawa kita kepada arah basis digital dan mobile. Fenomena tersebut dimanfaatkan oleh industri perbankan untuk berinovasi dalam hal pembayaran secara elektronik yang biasa kita sebut dengan e-money. Uang elektronik muncul dipicu dengan adanya tuntutan dari masyarakat saat ini. Sistem pembayaran yang ada saat ini dituntut untuk dapat melayani setiap kebutuhan masyarakat dalam pemindahan dana dengan efektif dan efisien. Salah satu inovasi yang diluncurkan saat ini adalah Gopay, metode pembayaran berbasis server yang dikeluarkan oleh Gojek Indonesia. Penelitian ini memiliki tujuan yaitu menentukan efek e-service quality pada customer satisfaction dan customer loyalty pelanggan Gopay di Indonesia. Kuesioner dikumpulkan secara online dengan menggunakan google form sebanyak 400 responden. Pengolahan data menggunakan Structural Equation Model (SEM) dengan menggunakan bantuan program AMOS 24. Berdasarkan hasil penelitian ditemukan bahwa e-service quality memiliki pengaruh positif terhadap customer satisfaction, yang dimana customer satisfaction sendiri memiliki pengaruh yang positif terhadap customer loyalty, namun ditemukannya ketidak pengaruhan yang positif bagi e-service quality terhadap customer loyalty.

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