scholarly journals Faktor Yang Mempengaruhi Kepuasan dan Loyalitas Konsumen Rumah Makan Langensari

2020 ◽  
Vol 3 (1) ◽  
pp. 22
Author(s):  
Syifa Fauzia ◽  
Rahayu Relawati ◽  
Gumoyo Mumpuni Ningsih
Keyword(s):  
Customer Satisfaction ◽  
Structural Equation Model ◽  
Consumer Satisfaction ◽  
Structural Equation ◽  
Equation Model ◽  
Factors Affecting ◽  
Satisfaction Index ◽  
Customer Satisfaction Index ◽  
Fixed Prices ◽  
Positive Effect

Restaurant is an interesting business, because of the high profits. The high competition between culinary businesses can encourage businesses to reach consumer satisfaction, in order to get their loyalty. The purpose of this study was to analyze the factors affecting the consumer satisfaction and loyalty at Langensari Restaurant. Accidental sampling was used to take 76 consumers as the research sample. The Structural Equation Model (SEM) and Customer Satisfaction Index (CSI) were used to analyze the data. The study result shows that consumers visiting Langensari Restaurant were very satisfied with the score of 93,57 percent. It means that the restaurant performance in the form of products, fixed prices, places, and services were fulfill the consumers expectation. Price and place affected customer satisfaction, while product and service did not affect customer satisfaction. Satisfaction had a positive effect on loyalty. The higher the level of cunsomer satisfaction, the higher the loyalty. Products, prices, services, and places also indirectly influence loyalty. Restaurants should improve the performance in terms of products, prices, services, and places. They need to be improve the flavor, price affordability, and toilet cleanliness.

scholarly journals A Study on the Factors Influencing the Satisfaction of College Users on Logistics Services under the Structural Equation Model: Example of Jingdong Logistics in China

2021 ◽  
Vol 235 ◽  
pp. 02010
Author(s):  
Guoxing Zhang ◽  
Jiamin Cai ◽  
Yuhong Sun
Keyword(s):  
College Students ◽  
Customer Satisfaction ◽  
Structural Equation Model ◽  
Structural Equation ◽  
High Reliability ◽  
Relevant Literature ◽  
Equation Model ◽  
Satisfaction Index ◽  
Customer Satisfaction Index ◽  
Hypothesis Model

In this paper, the structural equation model is used to investigate the factors that affect the satisfaction of college students with Jingdong (JD) logistics. Based on the Swedish customer satisfaction index (SCSI) model and the American customer satisfaction index (ACSI) model, combined with their own actual needs, the model of college students’ satisfaction with JD Logistics is redefined. In this way, the scale indicators of the questionnaire survey are set. Combined with the research and empirical analysis of relevant literature, the initial model hypothesis was constructed, and six path hypotheses were proposed. The reliability and validity analysis confirmed that the questionnaire scale had high reliability and structural validity, and the structural equation model is also carried out. The fitting degree test confirmed that the structural equation hypothesis model has a high degree of fit, and verified the hypothesis established in the article, and finally put forward some countermeasures and suggestions for improving the service system of JD Logistics.

scholarly journals PENGARUH KUALITAS LAYANAN LOGISTIK, KEPUASAN PELANGGAN, DAN CITRA MEREK TERHADAP LOYALITAS PELANGGAN JASA LOGISTIK MENGGUNAKAN STRUCTURAL EQUATION MODEL

2020 ◽  
Vol 8 (1) ◽  
Author(s):  
Citra Ayu Wardhani ◽  
Anita Sugianto ◽  
Budi Hermana
Keyword(s):  
Customer Satisfaction ◽  
Structural Equation Model ◽  
Structural Equation ◽  
Equation Model ◽  
Satisfaction Index ◽  
Customer Satisfaction Index

Kualitas layanan logistik, kepuasan pelanggan, dan citra merek merupakan variabel yang digunakan untuk mengetahui pengaruhnya terhadap loyalitas pelanggan. Keempat variabel itu terbentuk dari 24 indikator dan 5 dimensi yang ada. Selain itu, penelitian ini juga dilakukan untuk mengetahui nilai CSI perusahaan. Penelitian dilakukan terhadap pelanggan dari perusahaan logistik di Indonesia dengan menggunakan metode SEM (Structural Equation Model) dan juga metode CSI (Customer Satisfaction Index). Sehingga diperoleh hipotesis bahwa tiga variabel tersebut memiliki hubungan yang signifikan atau berpengaruh terhadap loyalitas pelanggan, dengan nilai CR sebesar -1,996 dan P sebesar 0,046 untuk kualitas kayanan logistik. Sementara untuk kepuasan pelanggan memiliki nilai CR sebesar 2,550 dan P sebesar 0,012 terhadap loyalitas pelanggan, serta untuk citra merek memiliki nilai CR sebesar 9,534 dan nilai P sebesar *** terhadap loyalitas pelanggan. Selain itu, tingkat kepuasan pelanggan terhadap perusahaan  masuk dalam kategori puas karena memiliki nilai CSI sebesar 78,806%.

scholarly journals Pengaruh Brand Experience dan Brand Image terhadap Brand Loyalty pada Pelanggan BonCabe di Jakarta: Customer Satisfaction debagai Variabel Mediasi

2021 ◽  
Vol 5 (1) ◽  
pp. 16
Author(s):  
Cindy Irawati
Keyword(s):  
Customer Satisfaction ◽  
Structural Equation Model ◽  
Brand Loyalty ◽  
Structural Equation ◽  
Brand Image ◽  
Equation Model ◽  
Partial Least Square ◽  
Least Square ◽  
Brand Experience ◽  
Positive Effect

The purpose of this study is to explore the effect of Brand Experience, Brand Image, Customer Satisfaction on Brand Loyalty for BonCabe customers in Jakarta. Variables used are Brand Experience, Brand Image, Customer Satisfaction, Brand Loyalty. This is a descriptive research that use non-probabilistic sampling method (240 data closed-questions questionnaires, 7 scale of Likert, compiled in 2019-2020 from BonCabe customers in Jakarta). The data analysis technique is using SEM (Structural Equation Model) methodology (using software: Partial Least Square 3) with α = 0,05. The results are: (1) a) brand experience and b) brand image has a significant and positive effect toward customer satisfaction of BonCabe in Jakarta. (2) a) brand experience and b) brand image has a significant and positive effect toward brand loyalty of BonCabe in Jakarta. (3) customer satisfaction has a significant and positive effect toward brand loyalty of BonCabe in Jakarta. (4) customer satisfaction could mediate a) brand experience and b) brand image so that they have significant and positive effect toward brand loyalty of BonCabe in Jakarta. Penelitian ini bertujuan untuk mengetahui pengaruh Brand Experience, Brand Image, Customer Satisfaction terhadap Brand Loyalty pada produk bernama BonCabe di wilayah Jakarta. Variabel yang digunakan adalah Brand Experience, Brand Image, Customer Satisfaction, Brand Loyalty. Data yang digunakan adalah data yang dikumpulkan di tahun 2019-2020. Teknik pengumpulan data menggunakan kuesioner tertutup 7 skala Likert, yang menggunakan metode SEM (Structural Equation Model) diolah menggunakan software PLS (Partial Least Square 3) dengan nilai α = 0,05. Hasil analisis menyimpulkan bahwa (1) Terdapat pengaruh a) brand experience dan b) brand image terhadap customer satisfaction BonCabe di Jakarta. (2) Terdapat pengaruh a) brand experience dan b) brand image terhadap brand loyalty BonCabe di Jakarta. (3) Terdapat pengaruh customer satisfaction terhadap brand loyalty BonCabe di Jakarta. (4) Terdapat customer satisfaction yang dapat memediasi pengaruh a) brand experience dan b) brand image terhadap brand loyalty BonCabe di Jakarta.

scholarly journals The Transformation of Customer Satisfaction Become Customer Delight

2017 ◽  
Vol 4 (2) ◽  
pp. 109
Author(s):  
Christian Wiradendi Wolor ◽  
Hady Efendy
Keyword(s):  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Consumer Satisfaction ◽  
Structural Equation ◽  
Field Method ◽  
Equation Model ◽  
Brand Trust ◽  
Customer Commitment ◽  
Customer Delight ◽  
Positive Effect

Consumer satisfaction is considered a prerequisite for the emergence of positive behavior. It is not always the case. Several previous studies have suggested that it is not enough to simply provide satisfaction for customers because there is some low correlation between satisfaction and loyalty. This may explain why satisfied customers still leave the company. Executives from reputable companies engaged in services affirm that it is not enough to simply provide customer satisfaction, and is a priority to drive customer satisfaction into customer delight. The aim of this research is to analyze the influence of customer delight in improving customer commitment and customer loyalty. The field method and questionnaires were used to collect data. Statistical tools used in this research is Structural Equation Model (SEM). Data are analyzed by using statistical software LISREL 8.5. The result shows that brand trust, customer satisfaction, customer delight, customer commitment have positive effect on customer loyalty. Customer delight has the most influence on customer loyalty.

The Effect of Product Quality, Price Perception and Promotion on Customer Satisfaction and its Impact on Customer Loyalty of PT Makmur Jaya Agro Pesticides

2021 ◽  
Vol 4 (1) ◽  
pp. 157-172
Author(s):  
Suharyono Suharyono ◽  
Mifta Elfahmi
Keyword(s):  
Customer Satisfaction ◽  
Product Quality ◽  
Structural Equation Model ◽  
Customer Loyalty ◽  
Indirect Effect ◽  
Consumer Satisfaction ◽  
Structural Equation ◽  
Equation Model ◽  
Research Model ◽  
Price Perception

A B S T R A C TThis study aims to determine the direct effect of Product Quality, Price Perceptionand Promotion on Consumer Satisfaction of PT Makmur Jaya Agro's pesticides,as well as to determine the indirect effect of these variables on Customer Loyaltythrough Customer Satisfaction. As many as 160 respondents of PT Makmur JayaAgro's pesticide consumers who came from the Subang Regency area were theobjects of this study. The research model used the Structural Equation Model(SEM) with the help of analysis tools SPSS Version 26 and Lisrel Version 8.30.The results showed that Product Quality, Price Perception and Promotion had apositive and significant effect on Customer Satisfaction. Customer Satisfaction isan intervening variable dependent on customer loyalty where Product Quality,Price Perception and Promotion have a positive and significant effect on CustomerLoyalty through Customer Satisfaction. This research can be useful forcompanies to identify, plan and manage steps and policies to increase CustomerSatisfaction and Customer Loyalty..

scholarly journals Pengaruh Kualitas Restoran Terhadap Kepuasan Pelanggan Cengkir Heritage Resto And Coffe

2019 ◽  
Vol 10 (1) ◽  
Author(s):  
Chriswardana Bayu Dewa
Keyword(s):  
Customer Satisfaction ◽  
Structural Equation Model ◽  
Physical Environment ◽  
Structural Equation ◽  
Equation Model ◽  
Survey Method ◽  
Sampling Techniques ◽  
Research Subjects ◽  
Probability Sampling ◽  
Positive Effect

Abstract - This study aims to examine the effect of restaurant quality on customer satisfaction. The research subjects were visitors to the restaurant Cengkir Heritage Resto and Coffe Yogyakarta. This study develops a theoretical model by making three hypotheses that will be tested using the Structural Equation Model (SEM) through the AMOS 18 application program. The survey method used in this study is distributing questionnaires to 120 respondents. This study uses non-probability sampling techniques, namely respondents randomly selected according to the purpose of the study. The results showed that restaurant quality consisting of service quality, food quality and physical environment had a positive effect on customer satisfaction. Keyword: Restaurant quality, customer satisfaction. Abstraks – Penelitian ini bertujuan untuk menguji pengaruh kualitas restoran terhadap kepuasan pelanggan. Subyek penelitian adalah pengunjung restoran Cengkir Heritage Resto and Coffe Yogyakarta. Penelitian ini mengembangkan suatu model teoritis dengan membuat tiga hipotesis yang akan diuji dengan menggunakan Structural Equation Model (SEM) melalui program aplikasi AMOS 18. Metode survei yang digunakan dalam penelitian ini adalah penyebaran kuesioner kepada 120 responden. Penelitian ini menggunakan teknik non-probability sampling, yaitu responden dipilih secara acak sesuai dengan tujuan penelitian. Hasil penelitian menunjukkan bahwa kualitas restoran yang terdiri dari kualitas pelayanan, kualitas makanan dan physical environment berpengaruh positif terhadap kepuasan pelanggan. Kata kunci: Kualitas restoran, kepuasan pelanggan

Memperkuat Loyalitas Melalui Kepercayaan, Kepuasan Dan Komitmen Studi Pada Nasabah PT. Bank Cimb Niaga

Liquidity ◽  
2018 ◽  
Vol 4 (1) ◽  
pp. 43-52 ◽  
Author(s):  
Sri Widyastuti
Keyword(s):  
Customer Satisfaction ◽  
Relationship Quality ◽  
Structural Equation Model ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Positive Influence ◽  
Equation Model ◽  
Survey Method ◽  
Branch Office

Customer loyalty is ‘suspected’not been able to optimizationrepetition of transactions, customer recommendation and durability with the establishment relationship quality of the trust, customer satisfaction and commitment. Therefore, research conducted on Bank CIMB Niaga aims to determine the extent of the trust, and commitment to customer satisfaction can increase X-tra and TabunganKU savings customer loyalty. This research is verification and the method of research is explanatory survey method, the sample is 160 customer X-tra and tabunganKU savings in the branch office Bank CIMB Niaga Bintaro. The analytical method used is structural equation model. The results showed loyalty can be achieved with relationship quality for customers through the establishment of trust, and commitment to customer satisfaction, which all three have a positive influence. Therefore, the management of Bank CIMB Niaga need to improve their ability in trust, satisfactionand commitmentwith the bank's customers to become increasingly favored customers.

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