scholarly journals Anteseden Kepuasan dalam Membentuk Loyalitas Pelanggan

2017 ◽  
Vol 2 (2) ◽  
pp. 149
Author(s):  
Yohana Angel Chrestina ◽  
Marjam Desma Rahadhini ◽  
Untung Sriwidodo
Keyword(s):  
Customer Loyalty ◽  
Customer Value ◽  
Structural Equation ◽  
Sampling Method ◽  
Secondary Data ◽  
Equation Modeling ◽  
Validity And Reliability ◽  
Confirmatory Factor ◽  
Risk Of Cancer ◽  
Reducing Stress

Chocolate provide many health benefits when consumed in enough, such as reducing stress, lowers blood pressure, improves blood circulation, reduces the risk of cancer. So that processed chocolate has the opportunity to serve as the culinary field effort. Diverse menu flavored drinks provided by Franchise Chocolate Classic, to the satisfaction of chocolate drink lovers. The purpose of this study to analyze the antecedents of satisfaction (menu diversity, trust, and customer value) in the form of customer loyalty. Collecting data using primary and secondary data. The sampling method using a non-probability sampling with purposive sampling of 140 respondents. Validity and reliability using confirmatory factor analysis (CFA) and cronbach's alpha. Methods of data analysis using Structural Equation Modeling (SEM). The findings of the research there is the influence of the diversity of the menu, the value of customers' satisfaction, there is no effect of trust on customer satisfaction, there is the influence of satisfaction on loyalty, there is the influence of the diversity of the menu on loyalty, there is no influence of the value of customer loyalty, satisfaction mediates the effect of the diversity of the menu and confidence customer loyalty, satisfaction does not mediate the effect of customer value on loyalty. Advice for Chocolate Franchise Classical Solo to pay attention to the diversity of the menu, keep the trust and customer value so as to encourage consumers to buy again, recommend to others and be loyal.

FEATURE,NILAI, KEPUASAN DAN LOYALITAS PELANGAN

2017 ◽  
Vol 2 (1) ◽  
pp. 45-52
Author(s):  
Iha Haryani Hatta
Keyword(s):  
Structural Equation Modeling ◽  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Significant Influence ◽  
Customer Value ◽  
Structural Equation ◽  
Equation Modeling ◽  
Relationship Of ◽  
The Relationship ◽  
Customer Satisfaction And Loyalty

The aim of this study was to determine the relationship of the features of the value, satisfaction, and customer loyalty; the effect on the value of customer satisfaction and loyalty; influence of satisfaction on customer loyalty. A total of 200 merchant PT. BANK XYZ as respondents was selected randomly. Analyses were performed using structural equation modeling (SEM). The analysis showed that the feature has a significant influence on customer value, but not for customer satisfaction and loyalty. The values has a significant influence on satisfaction, but not on customer loyalty. Satisfaction has a significant influence on customer loyalty. Discussion and conclusions described in the article. Keywords: features of the value, satisfaction, customer loyalty

The effect of teaching style and academic enthusiasm of accounting and auditing students on stress, aggression, and anxiety

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Arash Arianpoor ◽  
Hameed Mohsen Khayoon
Keyword(s):  
Structural Equation ◽  
Design Methodology ◽  
Sampling Method ◽  
Structural Model ◽  
Teaching Style ◽  
Equation Modeling ◽  
Statistical Population ◽  
Content Type ◽  
Confirmatory Factor ◽  
Negative Effect

Purpose This study aims to investigate the effect of teaching style and academic enthusiasm of Iraqi accounting and auditing students on their stress, aggression and anxiety. Design/methodology/approach The statistical population in this study consists of two parts. The first is the Iraqi accounting and auditing students in Iran and the second is the Iraqi accounting and auditing students in Iraq. By available non-probability sampling method, 62 people (Iraqi students in Iran) and 102 (Iraqi students in Iraq) were selected as samples. In this research, a questionnaire was used to collect information. The validity of the questionnaire’s structure was confirmed by confirmatory factor analysis. Also, Cronbach’s alpha coefficients in this study indicating the measurement tool’s reliability. In this research, structural equation modeling has been used to analyze and test the hypotheses. The primary criteria for determining the coefficient and evaluating the path coefficients were used to evaluate the structural model. Findings Findings indicate that in Iraqi students in Iraq and Iraqi students in Iran, teaching style negatively affects stress, aggression and accounting and auditing students’ anxiety. Also, in the group of Iraqi students in Iraq and the group of Iraqi students in Iran, the eagerness to study has a significant negative effect on accounting and auditing students’ stress and anxiety. In contrast, the effect of the desire to study accounting and auditing students’ aggression was confirmed only in Iraqi students in Iraq. Originality/value As the accounting and auditing professions are among the most stressful occupations that increase the characteristics of aggression and anxiety in the employees of that profession, the results of leading research can show that the stress, anxiety and aggression of accounting and auditing students how to reduce through training so that their stress, anxiety and aggression do not appear in the workplace and the reports of accountants and auditors are not affected.

scholarly journals Analysing Service Quality and its Relation to Customer Satisfaction and Loyalty in Sportswear Retail Market

2021 ◽  
Vol 0 (0) ◽  
Author(s):  
Canan Saricam
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Equation Modeling ◽  
Retail Market ◽  
Ancillary Service ◽  
Confirmatory Factor ◽  
Order Construct ◽  
Primary Focus

Abstract The sportswear industry has a growing market globally. In the sportswear retail market, where the primary focus is on providing customers the product, but provision of the necessary ancillary service also takes place, the service quality and its relation to customer satisfaction and customer loyalty are important. With an attempt to find out this relationship, the data for this study was obtained from 251 people living in Turkey. The service quality was described as a second-order construct with the dimensions proposed in SERVQUAL scale. Confirmatory factor analysis and structural equation modeling were used to analyze and validate the model. The findings showed that the service quality, together with the relevant dimensions, tangibles, reliability, and assurance, has an influence on the customer satisfaction but not on the customer loyalty. Nonetheless, it was confirmed the customer satisfaction has an impact on the customer loyalty.

scholarly journals EFFECT OF CUSTOMER VALUE AND CUSTOMER EXPERIENCE ON CUSTOMER SATISFACTION AND LOYALTY PT MERATUS SAMARINDA

2020 ◽  
Vol 4 (01) ◽  
Author(s):  
Hasfar M ◽  
Theresia Militina ◽  
Gusti Norlitaria Achmad
Keyword(s):  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Customer Value ◽  
Structural Equation ◽  
Customer Experience ◽  
Statistical Test ◽  
Statistical Hypothesis ◽  
Equation Modeling ◽  
Value Effect ◽  
Customer Satisfaction And Loyalty

This study aims to determine the effect of customer value and customer experience to customer satisfaction and loyalty PT Meratus. The population in this study are customers of PT Meratus by the number of 80 customers. Methods of data collection is done by providing a list of questions or the questionnaire respondents who are customers of PT Meratus, where questionnaires were distributed to such subscribers. This study uses data analysis tool which Partial Least Square (PLS), then this study using structural equation modeling analysis method or path analysis to determine the causal relationship between the latent variables contained in the structural equation. While testing the hypothesis tested boost strap resampling method developed by Geisser and Stone. Statistical test used statistical test t or t test, with statistical hypothesis. The tools used in processing the data using PLS Smart program. The results of this study indicate that 1) customer experience influence positive and significant to customer satisfaction, 2)) customer experience influence positive and significant customer loyalty, 3) customer value effect on positive and significant to customer satisfaction, 4) customer value effect positive but are not with significant customer loyalty, 5) customer satisfaction and significant positive effect on customer loyalty.

scholarly journals Pengaruh Perceived Quality Terhadap Customer Loyalty dengan Perceived Risk dan Customer Trust Sebagai Variabel Mediasi pada PT. XYZ

2020 ◽  
Vol 4 (3) ◽  
pp. 29
Author(s):  
Edrick Heriyanto ◽  
Eko Harry Susanto
Keyword(s):  
Structural Equation Modeling ◽  
Customer Loyalty ◽  
Indirect Effect ◽  
Perceived Risk ◽  
Structural Equation ◽  
Sampling Method ◽  
Perceived Quality ◽  
Equation Modeling ◽  
Independent Variable ◽  
Customer Trust

The purpose of this study is to examine the influence of perceived quality toward customer loyalty which is mediated by perceived risk and customer trust for PT. XYZ that engaged in chemistry. There are four variables perceived quality as the independent variable, customer loyalty as the dependent variable, and perceived risk and customer trust as mediating variable. The sample was determined by purposive sampling method, the questionnaire was well-collected and was used in data processing using the Structural Equation Modeling (SEM) method with Smart PLS 3.0 program. This analysis was conducted on 115 respondents as customer of PT. XYZ. Based on the result of the study, it was found that perceived quality, perceived risk, and customer trust have influence towards customer loyalty, perceived quality have influence towards perceived risk and customer trust, perceived quality had an indirect effect on customer loyalty via perceived risk and customer trust.

scholarly journals How Does Strong Experiential Marketing Affect the Customer Value?

2017 ◽  
Vol 9 (4) ◽  
pp. 89
Author(s):  
Ananta Budhi Danurdara ◽  
Nurdin Hidayah ◽  
Anwari Masatip
Keyword(s):  
Customer Loyalty ◽  
Customer Value ◽  
Structural Equation ◽  
Field Data ◽  
Primary Data ◽  
Equation Modeling ◽  
The West ◽  
West Java ◽  
Experiential Marketing ◽  
Marketing Implementation

The research objective is to get empirical evidences as well as to elucidate the phenomenon so that conclusion can be drawn concerning the implementation of Experiential Marketing in Creating Customer Value at stars’ hotel of 3, 4 and 5 in West Java, Indonesia. This study uses quantitative approach and Structural Equation Modeling was conducted to test the hypothesis. To meet the adequacy of the data, it was decided to have sample of 210 respondents, consisting of hotel customers who were room occupants of 3, 4, and 5 star hotels in the West Java province. Collection of field data in order to obtain primary data was done through observation, deployment questionnaires, interviews and search and collecting documents. The results confirmed the importance of experiential marketing implementation since it can increase customer value, and it also has implications for customer loyalty.

scholarly journals KEPUASAN PELANGGAN MEMEDIASI PENGARUH KUALITAS PROSES, KUALITAS INFRASTRUKTUR, DAN KUALITAS INTERAKSI TERHADAP LOYALITAS PELANGGAN

2019 ◽  
Vol 9 (1) ◽  
pp. 36
Author(s):  
Bidari Andria Devi ◽  
Wisnu Untoro
Keyword(s):  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Sampling Technique ◽  
Process Quality ◽  
Equation Modeling ◽  
Validity And Reliability ◽  
Interaction Quality ◽  
Type D ◽  
Quality Infrastructure

This research was conducted for analyze the influence of process quality , infrastructure quality and interaction quality on customer loyalty with customer satisfaction as mediating variable. This study employed quantitative method, and questionnaire for collecting data. The sampling technique employed was accidental sampling one. The sample of research consisted of 170 respondents in inpatient units of type-D hospitals in Sukoharjo divided into PKU Muhammadiyah and Nirmala Suri Hospitals. The analysis method employed in this research was Structural Equation Modeling (SEM) with SmartPLS 2.0 program help. Validity and reliability tests were analyzed using outer model, while inner model was used to test hypotheses. Result of research showed that process quality ,infrastructure quality, and interaction quality affected customer loyalty positively and significantly and customer satisfaction , customer satisfaction mediates relationship  between process quality,infrastructure quality,and interaction quality to customer loyalty . So that the better the process  quality, infrastructure quality,and interaction   quality  the higher is the customer satisfaction and customer lotalty  of type-D hospitals in Sukoharjo

scholarly journals Pengaruh Iklan Heritage Terhadap Brand Awarenes, Brand Trust, Dan Intensi Pembelian

2010 ◽  
Vol 3 (3) ◽  
Author(s):  
Happy Sandra ◽  
Jony Oktavian Haryanto
Keyword(s):  
Factor Analysis ◽  
Service Provider ◽  
Structural Equation ◽  
Sampling Method ◽  
The Other ◽  
Brand Awareness ◽  
Equation Modeling ◽  
Brand Trust ◽  
Analysis Techniques ◽  
Confirmatory Factor

This study is aimed to determine how the influence of heritage advertising, brand awareness and brand trust in creating the intention to buy. This study took 130 respondents and using purposive sampling method. Data analysis techniques used confirmatory factor analysis and structural equation modeling with software LISREL 8.80. The results showed that heritage ads significantly influence brand awareness but not for brand trust and intention to buy. On the other hand, brand awareness significantly influences brand trust as well as intention to buy. Furthermore, brand trust significantly influences intention to buy. Thus, a service provider needs to develop heritage advertising as its function to develop brand awareness which finally create intention to buy. A service provider has to maintain and develop brand awareness because it will create brand trust and intention to buy.

scholarly journals Peran kepercayaan merek sebagai variabel mediasi pada hubungan kepribadian merek halal dan loyalitas merek

2021 ◽  
Vol 21 (1) ◽  
pp. 45-54
Author(s):  
Mirza Putri Andita ◽  
Sulastri Sulastri ◽  
Zakaria Wahab
Keyword(s):  
Customer Loyalty ◽  
Brand Loyalty ◽  
Structural Equation ◽  
Sampling Method ◽  
Brand Personality ◽  
Equation Modeling ◽  
Brand Trust ◽  
Online Questionnaire ◽  
Global Brands ◽  
The Relationship

Customer loyalty is currently becoming one of the crucial things for the company to survive in competitive markets. Globalization causes imported cosmetic products from global brands can enter other countries’ markets easily. Nowadays imported cosmetic brands from other countries such as USA, South Korea, and Japan come and take a huge of Indonesia’s skincare market share. This change becomes threat for local cosmetics brands in Indonesia such as Wardah. This study was conducted to analyzes whether halal brand personality affects brand loyalty. This study also analyzes whether brand trust can mediate the relationship between halal brand personality and brand loyalty. The sampling method used in the study is non-probability sampling with snowball technique. The data in this research were obtained by distributing an online questionnaire to 111 respondents who were Wardah’s face skincare consumers and had shopped at least twice in the last 1 year (January 2020-July 2021). The data of this study were analyzed using Structural Equation Modeling method with SmartPlS 3 software. The results of this study indicate that halal brand personality has positive and significant effect on brand loyalty, brand trust has positive and significant effect on brand loyalty, and brand trust successfully mediates the relationship between halal brand personality and brand loyalty. This study provides new insight which suggests marketers develop branding strategies in order to strengthen brand trust which leads to maintaining customer loyalty.

Analyzing The Relationship Between Business Environment Characteristics And Competitive Priorities Of Manufacturing Enterprises: Insights From An Emerging Economy

2019 ◽  
Vol 118 (11) ◽  
pp. 30-41
Author(s):  
M. Prabhu ◽  
Hawkar Qasim Birdawod ◽  
Abdulsatar Abduljabbar Sultan
Keyword(s):  
Structural Equation ◽  
Secondary Data ◽  
Business Environment ◽  
Equation Modeling ◽  
Simple Random Sample ◽  
Competitive Priorities ◽  
Manufacturing Enterprises ◽  
Interview Method ◽  
Confirmatory Factor ◽  
Sample Method

This research aims to analyze the relationships among two basic factors namely business environment characteristics and competitive priorities. The researcher has used both primary and secondary data for this research. Five point Likert scale is used to collect data. This study is made on scheduled interview method and the data collected that are based on Simple Random sample method from 365 manufacturing firms. Before performing the analysis, the researcher has checked the Cronbach alpha, Communality and Normality. In this research, some modern and sophisticated statistical tools like Confirmatory Factor Analysis and Structural Equation Modeling are used to analyze and interpret the data. For that, the researcher has used SPSS and LISREL 8.72 software packages to analyze the data. The author has found that there is a significant relationship among the business environment characteristics and Competitive Priorities manufacturing industries.

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