scholarly journals Pengaruh Web Service Quality, Customer Satisfaction Dan Behavioural Intention: Attitude Towards The Website Sebagai Variabel Intervening (Study Pada Mahasiswa Universitas Negeri Padang)

2019 ◽  
Vol 1 (3) ◽  
Author(s):  
Nia Liza Tania ◽  
Abror Abror
Keyword(s):  
Structural Equation Modeling ◽  
Data Collection ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Web Service ◽  
Structural Equation ◽  
Behavioural Intention ◽  
Equation Modeling ◽  
State University ◽  
Data Collection Instrument

This study analyzes: (1)the effect of web service quality on attitude towards the website, (2) The effect of customer satisfaction on attitude towards the website, (3) The effect of web service quality on behavioural intention, (4) the effect of customer satisfaction on behavioural intention, (5) the effect of attitude towards the website on behavioural intention, (6) the effect of web service quality on customer satisfaction.This type of research is causative research. The population in this study was all students from Padang State University who used the Olx online shop. By using purposive sampling we use 180 customers as the respondent. This study used online questionnaires as the data collection instrument, This study analyzed the data by using structural equation modeling (SEM) with smart PLS 3.0 as the software package.The results of this study indicate that: (1) web service quality has a significant effect on attitude towards the website. (2) customer satisfaction has a significant effect on attitude towards the website. (3) web service quality has a significant effect on behavioural intention. (4) customer satisfaction has a significant effect on behavioural intention. (5) attitude towards the website has a significant effect on behavioural intention. (6) web service quality has a significant effect on customer satisfaction. Keywords:web service quality, attitude towards the website, customer satisfaction, behavioural intention

scholarly journals Pengaruh Customer Satisfaction dan Trust Terhadap e-WOM: Commitment Sebagai Variabel Intervening (Studi Pada Mahasiswa Universitas Negeri Padang)

2019 ◽  
Vol 1 (3) ◽  
Author(s):  
Tri Putri Parnataria ◽  
Abror Abror
Keyword(s):  
Structural Equation Modeling ◽  
Data Collection ◽  
Customer Satisfaction ◽  
Software Package ◽  
Structural Equation ◽  
Word Of Mouth ◽  
Equation Modeling ◽  
State University ◽  
Purposive Sampling ◽  
Data Collection Instrument

This study analyzes:  (1) the effect of customer satisfaction on trust (2) the effect of customer satisfaction on commitment (3) the effect of trust on commitment (3) the effect of trust on e-wom (4) the effect of customer satisfaction on ewom (5) the effect of trust on ewom (6) the effect of  commitment on e-wom.This type of research is causative research. The population in this study was all students from Padang State University who used the online shop Lazada. By using purposive sampling we use 150 customers as the respondent. This study used online questionnaires as the data collection instrument, This study analyzed the data by using structural equation modeling (SEM) with smart PLS 3.0 as the software package. The results of his study indicate that: (1) customer satisfaction has a significant effect on trust (2) customer satisfaction has a significant effect on commitment (3) trust has a significant effect on commitment (4) customer satisfaction has a significant effect on e-wom (5) trust has a significant effect on e-wom (6) commitment has a significant effect on e-wom. Keywords:Customer satisfaction, trust, commitment, electronic word of mouth. 

scholarly journals INFLUENCE OF SERVICE QUALITY AND FARE TOWARD CUSTOMER SATISFACTION AND ITS IMPACT ON CUSTOMER LOYALTY OF EXPRESS TAXI IN JAKARTA

2015 ◽  
Vol 6 (2) ◽  
pp. 618
Author(s):  
Mohammad Rizan ◽  
Erwin Fadillah ◽  
Agung Kresnamurti R. P.
Keyword(s):  
Structural Equation Modeling ◽  
Data Analysis ◽  
Data Collection ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Hypothesis Testing ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Survey Methods ◽  
Equation Modeling

The purpose of this study was to: to examine empirically the effect of service quality to customer satisfaction on Express taxi, to examine empirically the effect of fare to customer satisfaction on Express taxi, to examine empirically the effect of customer satisfaction to customer loyalty on Express taxi, to examine empirically the effect of service quality to customer loyalty on Express taxi, and to examine empirically the effect of fare to customer loyalty on Express taxi. Data collection using survey methods. Sample of this study are 200 respondents who have using services of Express taxi more than two times in last three months. Data analysis using SPSS version 23 and SEM (Structural Equation Modeling) LISREL version 8.7. Results of hypothesis testing showed: service quality have positive and significant effect on customer satisfaction, fare have positive and significant effect on customer satisfaction, customer satisfaction have positive and significant effect on customer loyalty, service quality have positive and not significant effect to on customer loyalty. fare have positive and significant effect to on customer loyalty. Rated fit model with value of RMSEA 0.043, value of RMR 0.043, value of CMIN/DF 1.88, value of NFI 0.96, value of NNFI 0.98, and value of CFI 0.98. The results of this research beneficial to transportation company, especially Express taxi in Jakarta, to create better strategy in improving customer loyalty.   Keywords: service quality, fare, customer satisfaction, customer loyalty, transportation

scholarly journals WORD OF MOUTH SEBAGAI KONSEKUENSI KEPUASAN PELANGGAN

2018 ◽  
Vol 11 (1) ◽  
pp. 111
Author(s):  
Eny Purbandari ◽  
Dyah Sugandini ◽  
Heru Tri Sutiono
Keyword(s):  
Patient Satisfaction ◽  
Structural Equation Modeling ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Structural Equation ◽  
Word Of Mouth ◽  
Equation Modeling ◽  
The Impact ◽  
Positive Effect

<p><em>The objective of this study is to investigate the impact of price and service quality on customer satisfaction to increase words of mouth. Data were collected by distributes questionnaires to 110 patient of Bhayangkara Polda DIY Hospital. Then, data was analyzed using structural equation modeling. The result showed that service quality, price and image have positive effect on patient satisfaction and patient satisfaction has a positive effect on words of mouth. The results also shows that image have the highest effect in creating the satisfaction. Therefore, the models of words of mouth have acceptable.</em></p>

scholarly journals Analysis of Halal Certification Renewal Service Quality and Their Effect on the Customer’s Satisfaction and Loyalty in Yogyakarta (Case Study in Meatball Stall)

2021 ◽  
pp. 372-383
Author(s):  
Jumeri Jumeri ◽  
Khosyani ◽  
Falah M.A.F
Keyword(s):  
Structural Equation Modeling ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Latent Variables ◽  
Structural Equation ◽  
Equation Modeling ◽  
Satisfaction Index

The society awareness in consuming halal, safe, and healthy foodstuff within these past few years kept on increasing. This was closely related to responsible food manufacturers which produced sustain halal foods, as evidenced by ownership halal certification. In order to increase the satisfaction of food producers and to maintain their commitment to extend the halal certificates, the quality of halal authority service should always be enhanced. This study aims to identify the Customer Satisfaction Index (CSI) value, to determine the influence of halal label and product attributes toward customer’s satisfaction and loyalty of meatball stalls in Yogyakarta, and to identify the influence of halal label toward selling volume on certified meatball stalls. The instruments used were questionnaires containing 21 quality attributes of halal certificate renewal service. Analyses were performed using Structural Equation Modeling (SEM). The model was composed of seven latent variables: halal certification, brand, price, taste, service, customer satisfaction and customer loyalty. Result of the research showed that taste and halal certification have significant effect on the customer’s satisfaction and loyalty of certified meatball stalls. Halal certification have affected the certified meatball stalls in Yogyakarta by increasing the selling volume of 25-37.5%.

scholarly journals PENGARUH KUALITAS PELAYANAN TERHADAPKEPUASAN KONSUMEN DAN DAMPAKNYA TERHADAP BRAND IMAGE

2021 ◽  
Vol 11 (2) ◽  
pp. 392-408
Author(s):  
Ilza Febrina ◽  
Lisa Nurlitasari ◽  
Lela Nurlaela Wati
Keyword(s):  
Structural Equation Modeling ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Empirical Evidence ◽  
Structural Equation ◽  
Brand Image ◽  
Second Order ◽  
Equation Modeling ◽  
Study Support ◽  
Determining Factor

ABSTRAKPenelitian ini bertujuan untuk menguji pengaruh kualitas pelayanan terhadap kepuasan konsumen dan dampaknya terhadap brand image pada PT Bank Mayapada Internasional, Tbk Cabang Menara Topas Jakarta Pusat. Sampel dalam penelitian ini sebanyak 105 nasabah. Analisis data yang digunakan adalah Structural Equation Modeling (SEM). Hasil penelitian secara empiris menunjukkan bahwa kualitas pelayanan berpengaruh positif dan signifikan terhadap kepuasan nasabah, sehingga ketika kualitas pelayanan meningkat maka kepuasan nasabah pun akan meningkat. Kepuasan nasabah berpengaruh positif dan signifikan terhadap brand image, sehingga ketika kepuasan nasabah meningkat maka brand image yang ditampilkan perusahaan pun akan meningkat. Kualitas pelayanan berpengaruh negatif dan tidak signifikan terhadap brand image, artinya kualitas pelayanan bukan merupakan factor penentu brand image. Pengujian tidak langsung kualitas pelayanan terhadap brand image melalui kepuasan nasabah berpengaruh positif dan signifikan. Bukti empiris ini menunjukkan bahwa kualitas pelayanan tidak dapat mempengaruhi brand image secara langsung, namun melalui kepuasan nasabah. Hasil penelitian ini mendukung teori Service Quality, semakin baik kualitas pelayanan maka nasabah akan semakin puas sehingga menimbulkan kesan yang baik terhadap perusahaan. Penelitian ini berbeda dengan peneliti sebelumnya karena menguji pengaruh langsung dan tidak langsung secara komprehensif dengan menggunakan second order confirmatory.  Kata Kunci: Kualitas pelayanan, kepuasan konsumen dan  brand image           ABSTRACTThis study aims to analyze the empirical evidence of the influence of service quality on customer satisfaction and its impact on brand image at PT Bank Mayapada Internasional, Tbk Menara Topas Central Jakarta Branch. The sample in this study were 105 customers. Analysis of the data used is Structural Equation Modeling (SEM). Empirical research results show that service quality has a positive and significant effect on customer satisfaction, so that when service quality increases, customer satisfaction will increase. Customer satisfaction has a positive and significant effect on brand image, so that when customer satisfaction increases, the brand image displayed by the company will increase. Service quality has a negative and not significant effect on brand image, meaning that service quality is not a determining factor for brand image. Indirect testing of service quality on brand image through customer satisfaction has a positive and significant effect. This empirical evidence shows that service quality cannot affect brand image directly, but through customer satisfaction. The results of this study support the Service Quality theory, the better the service quality, the more satisfied customers will be, thus creating a good impression on the company. This study is different from previous researchers because it examines the direct and indirect effects comprehensively by using second order confirmatory.so that when service quality increases, customer satisfaction will increase and will improve the brand image displayed by the company.Keywords: Service quality, customer satisfaction and brand image

scholarly journals Pengaruh Kualitas Pelayanan Terhadap Kepuasan Nasabah Bank Syariah Mandiri di Banjarmasin Kalimantan Selatan

2019 ◽  
Vol 2 (1) ◽  
Author(s):  
Restu Khaliq
Keyword(s):  
Structural Equation Modeling ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Random Sampling ◽  
Structural Equation ◽  
Sampling Technique ◽  
Analysis Data ◽  
Equation Modeling ◽  
Dominant Dimension

The purpose of this study was to determine whether there was a significant effect of CARTER's service quality consisting of compliance, assurance, reliability, tangible, empathy, and responsiveness to customer satisfaction at Bank Syariah Mandiri Banjarmasin. Structural Equation Modeling (SEM) by smartPLS was used in the analysis data of this research. The sample of this study was 100 respondents, taken by random sampling technique. Data was collected using a questionnaire. The results showed that there was a significant effect of CARTER service quality consisting of compliance, assurance, reliability, tangible, empathy, and responsiveness to customer satisfaction at Bank Syariah Mandiri Banjarmasin because all T-Statistics values were above 1,960. The most dominant dimension in influencing customer satisfaction is a dimension of compliance regarding the application of Islamic sharia principles.Keywords: Service Quality, Customer Satisfaction, CARTERTujuan penelitian ini adalah untuk mengetahui apakah ada pengaruh yang signifikan dari kualitas pelayanan CARTER yang terdiri dari compliance, assurance, reliability, tangible, empathy, dan responsiveness terhadap kepuasan nasabah pada Bank Syariah Mandiri Banjarmasin. Structural Equation Modeling (SEM) menggunakan smartPLS digunakan dalam analisis data penelitian ini. Sampel penelitian ini sebesar 100 orang responden diambil dengan teknik random sampling. Data dikumpulkan menggunakan angket. Hasil penelitian menunjukkan bahwa terdapat pengaruh yang signifikan dari kualitas pelayanan CARTER yang terdiri dari compliance, assurance, reliability, tangible, empathy, dan responsiveness terhadap kepuasan nasabah pada Bank Syariah Mandiri Banjarmasin karena seluruh nilai T-Statistics berada diatas 1,960. Dimensi yang paling dominan dalam mempengaruhi kepuasan nasabah adalah dimensi compliance tentang penerapan prinsip syariah Islam.Kata Kunci: Kualitas Pelayanan, Kepuasan Pelanggan, CARTER

scholarly journals The Influence of E-Service Quality, and Customer Satisfaction On Go-Send Customer Loyalty In Surabaya

2021 ◽  
Vol 3 (2) ◽  
pp. 128
Author(s):  
Alexander Wirapraja ◽  
Handy Aribowo ◽  
Eddy Triswanto Setyoadi
Keyword(s):  
Structural Equation Modeling ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Quantitative Method ◽  
Equation Modeling ◽  
Online Media ◽  
Shipping Industry ◽  
Courier Service

The shipping industry is currently one of the vital aspects of industrial business, especially in the current Covid-19 pandemic era. Delivery of goods, both products and foodstuffs, can be done quickly by using courier services that can be accessed through online media such as personal gadgets, namely computers and smartphones. One of the features of GO-Jek Indonesia is a courier service called Go-Send, the problem that arises is that there is competition in the same line of business, causing consumers to have many choices when making deliveries. Measuring the level of loyalty makes researchers interested in measuring Go-Send users' perceptions of the level of customer loyalty as measured by e-service quality and customer satisfaction. This study used a quantitative method using a questionnaire with a Likert scale measurement and a sample of 109 respondents was obtained which was then measured using the Structural-Equation-Modeling (SEM) method with a 95% confidence level. The results of this study indicate that Go-Send user loyalty is positively and significantly influenced by customer satisfaction and the level of e-service quality.

scholarly journals THE INFLUENCE OF SERVICE QUALITY ON CUSTOMER TRUST THROUGH VARIABLES INTERVENING CUSTOMER SATISFACTION USING STRUCTURAL EQUATION MODELING METHOD IN PT.XYZ

2021 ◽  
Vol 9 (2) ◽  
pp. 177-187
Author(s):  
Santika Sari ◽  
Adella Nurha Almaidani ◽  
Nurfajriah - ◽  
Akhmad Nidhomuz Zaman
Keyword(s):  
Structural Equation Modeling ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Structural Equation ◽  
Service Sector ◽  
Positive Influence ◽  
Equation Modeling ◽  
Good Effect ◽  
Modeling Methods ◽  
Customer Trust

In companies engaged in the service sector, of course it cannot be separated from consumers, the need for food and customer satisfaction. Customer satisfaction at PT. PT. XYZis also the orientation of the company. However, in this newly established company, there are no orders that satisfy customers, so they can assess what factors cause customer satisfaction and what factors or things can be related to Customer Satisfaction. The things that have an influence on service quality are customer trust and reliability of service quality. Using structural equation modeling methods can make it easier to see the value or influence between variables. From this result, it can help evaluation if the three variables have a positive or good effect. Then the company needs to make a strategy to increase customer satisfaction. The results of this study found that the involvement of service quality has a positive and significant effect on customer satisfaction because the higher the involvement of service quality obtained, the higher the level of customer satisfaction in the company. In addition, it is also concluded that service quality and customer satisfaction are correlated so that it has a positive influence on customer trust.

scholarly journals FORMING CUSTOMER LOYALTY THROUGH FACTORS IN MEDIATION OF CUSTOMER SATISFACTION

2021 ◽  
Vol 2 (2) ◽  
pp. 233-249
Author(s):  
Agung Hudaya
Keyword(s):  
Structural Equation Modeling ◽  
Data Analysis ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Random Sampling ◽  
Structural Equation ◽  
Sampling Technique ◽  
Simple Random Sampling ◽  
Equation Modeling

The purpose of this study is to determine how price, service quality, customer satisfaction on customer loyalty and how much influence, price, service quality on customer satisfaction which has implications for customer loyalty. The sample used in this study amounted to 100 respondents who were taken by simple random sampling technique. Data analysis in this study used Structural Equation Modeling (SEM) which was carried out with the help of the SEM program from Smart PLS 3.0. Besides, this research also proves that the price variable will affect customer satisfaction, then the price will also affect customer loyalty, as well as service quality affects customer satisfaction and will also affect customer loyalty. and also the mediating variable of customer satisfaction which will affect customer loyalty. Blanja.com in Jakarta.

scholarly journals FAKTOR YANG MEMPENGARUHI CUSTOMER LOYALTY DI CARREFOUR

2017 ◽  
Vol 1 (1) ◽  
pp. 52
Author(s):  
Warniancy Ariesty
Keyword(s):  
Structural Equation Modeling ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Partial Least Square ◽  
Least Square ◽  
Equation Modeling

Persaingan bisnis retail yang semakin meningkat menuntut para pebisnis untuk menciptakan keunggulan kompetitif agar dapat mempertahankan pangsa pasarnya. Salah satu bisnis retail yang sedang marak di Indonesia yaitu Carrefour. Carrefour memiliki pelanggan yang sangat loyal dibandingkan dengan hypermarket yang lain. Namun, Carrefour tentu harus mempertahankan atau meningkatkan performance agar dapat mewujudkan customer loyalty. Customer satisfaction berkaitan dengan customer loyalty. Untuk meningkatkan customer satisfaction, Carrefour berupaya untuk dapat meningkatkan service quality. Tujuan penelitian yaitu untuk menguji dan menganalisis faktor-faktor yang mempengaruhi service quality terhadap customer satisfaction yang berdampak pada customer loyalty dalam memilih hypermarket. Objek penelitian yaitu pelanggan Carrefour kota besar di Indonesia. Metode penelitian yang digunakan adalah dengan metode penelitian kuantitatif dengan teknik pengambilan sampel data dilakukan dengan menggunakan accidental sampling yang termasuk dalam nonprobability sampling. Data jawaban responden yang merupakan hasil dari penyebaran kuesioner kepada pelanggan Carrefour, diolah dan dianalisis menggunakan metode analisis data yaitu SEM (Structural Equation Modeling) berbasis PLS (Partial Least Square). Hasil penelitian yang diperoleh yaitu variabel service quality berpengaruh terhadap customer satisfaction dan customer loyalty. Kata kunci: Service Quality, Satisfaction, Loyalty

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