scholarly journals ANALYSIS OF SERVICE QUALITY ON BUILDIG LOYALTY BY USING STRUCTURAL EQUATION MODELLING METHOD (CASE STUDY IN MAJAPAHIT RAILWAYS)

2017 ◽  
Vol 1 (2) ◽  
pp. 57
Author(s):  
Eka Arista Anggorowati
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Structural Equation Modelling ◽  
Structural Equation ◽  
Sampling Technique ◽  
Rolling Stock ◽  
Equation Modelling ◽  
Customer's Loyalty ◽  
The Government ◽  
Principal Elements

Train system is one of the transportation modes with some special characteristics that make it becomes an effective and efficient transportation system to increase the service quality. Although the AC economy class of Majapahit Railway has been officially opened by the government, it has not been able to fulfill the people’s need. It is proved with the decrease of number of passenger, and the increase of critics related to the service quality. This research aims to analyze the principal elements and the effect of service qualities towards the customer’s loyalty. The research was conducted through survey on the Majapahit railway users consisting of 200 respondents. The used sampling technique was non probability sampling with purposive sampling method. It applied Structural Equation Modelling in which the previous test was the classical assumptions. Based on the calculations, it is indicated that the variables of service quality in customer satisfaction and loyalty is significant. The principal elements that influence satisfaction and loyalty are the operational schedule, the rolling stock condition, station’s comfort and security, safety, ticket price, and how the passengers enjoy the travelling. Adjusted R square of 0.8246 shows that 82 percent of consumer’ loyalty can give impact on service quality and customer satisfaction.

The Antecedents of Word-of-Mouth Behaviour

2014 ◽  
pp. 185-202
Author(s):  
Ho Yin Wong ◽  
Anthony Perrone
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Structural Equation Modelling ◽  
Structural Equation ◽  
Word Of Mouth ◽  
Point Of View ◽  
Service Performance ◽  
Fit Indices ◽  
Equation Modelling ◽  
Post Purchase

The aim of this study is to undertake empirical research investigating the nature and magnitude of the determinants of word-of-mouth behaviour from the point of view of service performance and post-purchase perceptions. A quantitative study was undertaken. A theoretical model linking service quality issues and word-of-mouth behaviour was developed and tested using structural equation modelling of 280 surveyed participants at various day spa locations. All major fit indices from structural equation modelling methods show satisfactory results for the measurement and structural models. The results confirm significant relationships between the constructs in the model. While the quality of the product, customer service, and servicescape atmosphere lead to customer satisfaction, it is servicescape atmosphere and customer satisfaction that drive word-of-mouth behaviour. The results of this study provide insights to aid service providers and marketing professionals in the service industry in fully understanding that the enhancement of the delivery of high quality service, an accommodating environment, and instilling feelings of satisfaction with their customers will more likely lead to positive word-of-mouth referrals. One major limitation is that the survey was conducted within one industry in one country. The major value of this chapter is the establishment of the role of service quality on word-of-mouth behaviour. This research provides empirical results of the impacts of service performance and post-purchase perceptions on word-of-mouth behaviour.

scholarly journals Effect of Service Quality on Customer Satisfaction in Selected Cafeterias

2021 ◽  
Vol 5 (2) ◽  
pp. 1-16
Author(s):  
Beatrice Atta Mensah ◽  
Sylvester Achio ◽  
Isaac Ofori Asare
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Structural Equation ◽  
Likelihood Estimation ◽  
Sampling Technique ◽  
Study Data ◽  
Equation Modelling ◽  
Quality Dimensions ◽  
Service Quality Dimensions ◽  
Greater Accra Region

The study was conducted using 20 cafeterias in Greater Accra Region on the effect of service quality dimensions on customer satisfaction in the hospitality industry. Purposive sampling technique was employed for the collection of the study data. Two hundred questionnaires were distributed to the customers of the selected cafeterias. The data gathered was analyzed by employing structural equation modelling (SEM) supported by AMOS 23.0 with maximum likelihood estimation in order to test the proposed hypothesis for the study. From the analysis of the data, tangibility was statistically having significant relationship with customer satisfaction. The result indicates that responsiveness, empathy, and assurance have insignificant relationships with customer satisfaction of the selected cafeterias.

scholarly journals Determinants of Service Quality and Customer Satisfaction of Retail Clothing Company

2019 ◽  
Vol 5 (2) ◽  
Author(s):  
Tak Jie Chan ◽  
Mei Ling Goh
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Least Squares ◽  
Future Study ◽  
Significant Relationship ◽  
Structural Equation Modelling ◽  
Structural Equation ◽  
Survey Method ◽  
Equation Modelling ◽  
The Relationship

The study aims to investigate the relationship between service quality and customer satisfaction in a retail clothing company. The study utilized the SERVQUAL model to guide the study. Purposive sampling was applied in the study where quantitative (survey) method was employed with generating 140 valid responses. The data were then analyzed using Partial Least Squares Structural Equation Modelling through Smart-PLS 3.0. The results revealed that three (3) dimension of SERVQUAL (tangibles, empathy, and responsiveness) has a positive and significant relationship with customers. However, reliability and assurance yielded negative with customer satisfaction. In addition, out of the five determinants of SERVQUAL, assurance was found not significant to customer satisfaction. Conclusion, implications, and suggestions for future study are also discussed.

scholarly journals PENGARUH PHARMACIST SERVICES TERHADAP LOYALTY MELALUI SATISFACTION PADA APOTEK PEMERINTAH DI KOTA AMBON

2017 ◽  
Vol 9 (1) ◽  
pp. 119
Author(s):  
Imelda Ongkiwijaya
Keyword(s):  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Structural Equation Modelling ◽  
Structural Equation ◽  
Sampling Method ◽  
Equation Modelling ◽  
Proposed Model ◽  
The Government ◽  
Pharmacist Services ◽  
Positive Effect

<div class="WordSection1"><p><em>This research discusses about the influence of Pharmacist Services toward Loyalty through Customer Satisfaction to the Government Pharmachy in Ambon. The objectives of this research were 1) to analyze the influence of Pharmacist Services toward Customer satisfaction, 2) to analyze the influence of Customer satisfaction toward Customer Loyalty, 3) to analyze the influence of Pharmacist Services toward Customer loyalty. These objectives were researched through 200 respondents who satisfy: ages above 17 years old and consumers who have come to government pharmachy in Ambon at least two times in three months. Respondents were chosen using purposive sampling method and the data collected were analysed using AMOS version 21.0 and SPSS version 13.0. The proposed model was tested through Structural Equation Modelling (SEM) and was analyzed using AMOS version 21.0. The result of This research showed that 1) pharmacist services was found to have positive effect on customer satisfaction, 2) </em><em>customer satisfaction was found to have positive effect on loyalty, 3) pharmacist services was found to have positive effect on customer loyalty.</em></p></div><p><em> </em></p><p><strong><em>Keywords</em></strong><em>: Pharmacist services, Customer satisfaction, Loyalty, Government pharmachy in Ambon.</em></p>

scholarly journals Analisis Pengaruh E-Service Quality, Perceived Value Terhadap Customer Satisfaction, Trust, dan Customer Behavioral Intention

2020 ◽  
Vol 1 (2) ◽  
pp. 109
Author(s):  
William Ciputra ◽  
Wibawa Prasetya
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Behavioral Intention ◽  
Structural Equation Modelling ◽  
Structural Equation ◽  
Perceived Value ◽  
Equation Modelling

Pada survei popularitas e-commerce di Indonesia, e-commerce Blibli menempati peringkat pertama di media sosial, namun jumlah pengunjung/bulan dari Blibli ini lebih rendah daripada peringkat ke-2 dan ke-3 pada peta e-commerce. Beberapa hal yang mempengaruhi tingkat penjualan dari suatu perusahaan e-commerce, yaitu seperti e-service quality, perceived value dan satisfaction dari customer. Selain itu menurut Mayer et al. (1995) “trust is central in e-commerce relationships because of the presence of risks, uncertainties, and interdependencies”. Berdasarkan uraian tersebut, penelitian ini bertujuan mengetahui bagaimana hubungan antara e-service quality dan perceived value terhadap customer satisfaction, trust, dan behavioral intention customer e-commerce Blibli. Penelitian ini dilakukan dengan cara menyebarkan kuesioner yang sudah diuji validitas dan reliabilitas kepada 200 responden. Data yang didapatkan kemudian diolah menggunakan metode SEM (Structural Equation Modelling) dengan aplikasi LISREL (LisWin32). Hasil pengolahan data menunjukkan bahwa variabel E-service quality memiliki pengaruh positif yang signifikan terhadap perceived value, variabel E-service quality tidak memiliki pengaruh positif yang signifikan terhadap customer satisfaction, variabel Perceived value memiliki pengaruh positif yang signifikan terhadap customer satisfaction, variabel E-service quality tidak memiliki pengaruh positif yang signifikan terhadap trust, variabel Perceived value tidak memiliki pengaruh positif yang signifikan terhadap trust, variabel customer satisfaction tidak memiliki pengaruh positif yang signifikan terhadap trust, variabel E-service quality tidak memiliki pengaruh negatif yang signifikan terhadap behavioral intention, variabel Perceived value tidak memiliki pengaruh positif yang signifikan terhadap behavioral intention, variabel Trust tidak memiliki pengaruh positif yang signifikan terhadap behavioral intention.

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