scholarly journals PENGARUH KUALITAS PRODUK, KUALITAS LAYANAN, PERSEPSI HARGA, DAN ASOSIASI MEREK TERHADAP KEPUASAN DAN LOYALITAS PELANGGAN

2018 ◽  
Vol 2 (01) ◽  
pp. 1-16 ◽  
Author(s):  
Agus Wijaya
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Product Quality ◽  
Direct Effect ◽  
Customer Loyalty ◽  
Equation Modeling ◽  
Price Perception ◽  
Brand Association ◽  
Price Perceptions

This is a case study to  explain the causal relationship between the variables in the research model, namely product quality, service quality, price perceptions, and brand association to customer satisfaction, and customer loyalty. The research was conducted by distributing questionnaires to 130 people who have two or more Honda motorcycles in the last 5 years in Surabaya, then processed using Stuctural Equation Modeling (SEM) method with the help of AMOS 20.0 software. The result of research indicated that the direct effect of product quality to customer loyalty is 0.270, while the influence of product quality to customer loyalty indirectly through customer satisfaction mediation is 0.102. The value of the direct effect of product quality on customer loyalty is greater than the indirect effect. The results showed that there is no direct effect of service quality on customer loyalty because the value is very small that is 0,065, while the influence of service quality to customer loyalty indirectly through customer satisfaction mediation is also very small that is equal to 0.049. The direct effect of price perception on customer loyalty is 0.236, while the effect of price perception on customer loyalty indirectly through customer satisfaction mediation is 0.064. The direct influence of brand association to customer loyalty is 0.318, while the influence of brand association to customer loyalty indirectly through customer satisfaction mediation is 0.041.

Understanding the Antecedents of Customer Loyalty by Applying Structural Equation Modeling

2015 ◽  
pp. 420-445 ◽  
Author(s):  
Gülhayat Gölbaşı Şimşek ◽  
Fatma Noyan Tekeli
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Product Quality ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Equation Modeling ◽  
Customer Perceptions ◽  
Quality Perceptions ◽  
Value Perceptions ◽  
Price Perceptions

The objective of this chapter is to form a model of customer loyalty for supermarkets in the Turkish retailing sector, which investigates the extent to which customer loyalty is influenced by customer perceptions of service quality, customer perceptions of product quality, comparative price perceptions, discount perceptions, value perceptions, and customer satisfaction. Structural equation modeling has been used to analyze the data collected from 1530 customers of four major supermarket chains in Turkey. After building a measurement model for customer loyalty and its potential antecedents, the relationships are examined. The direct effects of customer satisfaction, comparative price perceptions, and discount perceptions on customer loyalty; value perceptions, comparative price perceptions, and service quality perceptions on customer satisfaction; comparative price perceptions, discount perceptions, product quality perceptions, and service quality perceptions on value perceptions; and discount perceptions and service quality perceptions on product quality perceptions are empirically supported.

scholarly journals Effect of Product Quality and Service Quality on Customer Loyalty with Customer Satisfaction as an Intervenning Variables (Case Study on the Tirta Jasa Lampung Selatan Regional Company (PDAM))

2021 ◽  
Vol 1 (1) ◽  
pp. 48-56
Author(s):  
Lukman Nuzul Hakim
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Product Quality ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Equation Modeling ◽  
Structural Equation Modeling Model ◽  
Significant Direct Effect ◽  
Customer Satisfaction And Loyalty

This study aims to determine the effect of Product Quality and Service Quality on Customer Satisfaction and Loyalty at the Tirta Jasa Regional Drinking Water Company (PDAM), Lampung Selatanar. The sample used is 220 (10 times the number of research indicators there are 22), the data analysis used is path analysis SEM (Structural Equation Modeling) model processed with the Amos version 22 program.The results of this study found that: Directly, product quality has a positive and significant effect on customer satisfaction and also on customer loyalty. Directly, service quality has a positive and significant effect on customer satisfaction and also on customer loyalty. Directly and indirectly, product quality has a positive and significant effect on customer loyalty. Directly and indirectly service quality has a positive and significant effect on customer loyalty. Customer satisfaction has a positive and significant direct effect on customer loyalty.

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 Faktor yang Mempengaruhi Loyalitas Pelanggan SPBU Pertamina di Jakarta

2020 ◽  
Vol 2 (4) ◽  
pp. 925
Author(s):  
Grace Rumondang Ullina Pohan ◽  
Cokki Cokki
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Partial Least Square ◽  
Least Square ◽  
Equation Modeling ◽  
Convenience Sampling ◽  
Data Collection Technique ◽  
Price Perceptions

The purpose of this study is to test the effect of service quality, price perception, and trust directly on customer loyalty or indirectly through customer satisfaction. The population of this study was 100 Pertamina gas station customers in Jakarta. The data collection technique used is convenience sampling by distributing online questionnaires. Data analysis used the Partial Least Square-Structural Equation Modeling (PLS-SEM) technique. The results of this study are service quality and trust affect customer loyalty directly and indirectly through customer satisfaction, but price perceptions can only affect customer loyalty indirectly through customer satisfaction. Tujuan dari penelitian ini adalah untuk menguji pengaruh kualitas pelayanan, persepsi harga, dan kepercayaan terhadap loyalitas pelanggan secara langsung dan tidak langsung melalui kepuasan pelanggan. Populasi dari penelitian ini adalah 100 pelanggan SPBU Pertamina di Jakarta. Teknik pengambilan data yang digunakan adalah convenience sampling dengan menyebarkan kuesioner daring. Data analisis dengan menggunakan teknik Partial Least Square-Structural Equation Modelling (PLS-SEM). Hasil penelitian ini adalah kualitas pelayanan dan kepercayaan mempengaruhi loyalitas pelanggan secara langsung dan secara tidak langsung melalui kepuasan pelanggan, tetapi persepsi harga hanya dapat mempengaruhi loyalitas pelanggansecara tidak langsung melalui kepuasan pelanggan.

scholarly journals The Effect of Service Quality, Corporate Image, and Price Perceived in Creating Customer Satisfaction and Loyalty on Education Business

2020 ◽  
Vol 10 (1) ◽  
pp. 45-56
Author(s):  
Slamet Heri Winarno ◽  
Aloysius Rangga Aditya Nalendra ◽  
Bryan Givan
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Quantitative Research ◽  
Corporate Image ◽  
Equation Modeling ◽  
Business Services ◽  
Price Perception ◽  
Customer Satisfaction And Loyalty

Competition in business services, especially education services show a trend that increasingly tight nowadays. Each school is required to be able to create a level of satisfaction and loyalty for its service users. This study was conducted to determine the effect of service quality, corporate image and price perception in creating customer satisfaction and loyalty. In this study using 173 respondents as a sample by using the method of saturated sampling. This research is a quantitative research using the observation method, interview, and spreading of the questionnaire. The analysis technique used is Structural Equation Modeling (SEM) with the path diagram. Variables used include quality of service (X1), corporate image (X2), price perception (X3), customer satisfaction (Y1) and customer loyalty (Y2). The results showed that customer satisfaction is influenced by corporate image and price perception of 18.4% while customer loyalty is influenced by price perception and customer satisfaction of 60.5%. This suggests that service quality is not always a decisive factor in customer satisfaction and loyalty.

scholarly journals PERAN KEPUASAN PELANGGAN MEMEDIASI KUALITAS PRODUK DAN PERSEPSI HARGA DENGAN LOYALITAS PELANGGAN

2019 ◽  
Vol 8 (5) ◽  
pp. 2669
Author(s):  
Made Indira Sari Parthady ◽  
I Ketut Rahyuda
Keyword(s):  
High School ◽  
Customer Satisfaction ◽  
Path Analysis ◽  
Product Quality ◽  
Customer Loyalty ◽  
Price Perception ◽  
Analysis Technique ◽  
Price Perceptions

The purpose of this study is to examine the effect of product quality and price perceptions on customer loyalty through keeping customer satisfaction with Miniso product consumers. The number of samples taken was 105 in Miniso product consumers who had the criteria to have purchased Miniso products, domiciled in Denpasar City, and were last educated in high school. Data was collected through questionnaires. The analysis technique used is the sobel test using path analysis. Based on the results of the analysis it was found that product quality variables had a positive and significant effect on customer satisfaction on Miniso product consumers, the price perception variable had a positive and significant effect on customer satisfaction on Miniso product consumers, product quality variables had a positive and significant effect on customer loyalty to Miniso product consumers. Price perception variables have a positive and significant effect on customer loyalty to Miniso product consumers, and customer satisfaction variables have a positive and significant effect on customer loyalty to Miniso product consumers in Denpasar City. Keywords: product quality, price perception, customer satisfaction, customer loyalty

scholarly journals Pengaruh Store Atmosphere, Kualitas Produk, dan Kualitas Layanan terhadap Kepuasan Konsumen di Seniman Coffee Studio

2019 ◽  
pp. 1
Author(s):  
NI WAYAN GIANA KUSUMAWATHI ◽  
DWI PUTRA DARMAWAN ◽  
I G.A OKA SURYAWARDANI
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Product Quality ◽  
Direct Effect ◽  
Consumer Satisfaction ◽  
Structural Equation ◽  
Rapid Development ◽  
Descriptive Analysis ◽  
Equation Modeling

Effect of Store Atmosphere, Product Quality, and Service Quality on Consumer Satisfaction at the Seniman Coffee Studio The rapid development of coffee shops in the Ubud sub-district is certainly the main competitors of the Seniman Coffee Studio to attract consumers. This research was conducted to determine the characteristics of consumers of Seniman Coffee Studio and the effect of store atmosphere, product quality, and service quality on consumer satisfaction at Seniman Coffee Studio. This study uses descriptive analysis and analysis of Structural Equation Modeling (SEM) through the Partial Least Squares (PLS) approach. The method of obtaining data in this study was through distributing questionnaires at Seniman Coffee Studio. The results of this study indicate that store atmosphere has a direct effect of 23.8% on customer satisfaction, product quality has a direct effect of 41% on customer satisfaction, and for service quality it also has a direct effect of 41.7% on consumer satisfaction at the Seniman Coffee Studio. Store atmosphere, both exterior and interior, at Seniman Coffee Studio needs to be improved, seeing its effect is smaller than the quality of the product and the quality service on customer satisfaction.

scholarly journals Model Terpadu Kepuasan Pelanggan dan Loyalitas: Sebuah Analisis Bisnis Layanan Perbankan

2016 ◽  
Vol 32 (1) ◽  
pp. 139
Author(s):  
Rachmad Hidayat ◽  
Sabarudin Akhmad
Keyword(s):  
Structural Equation Modeling ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Product Quality ◽  
Customer Loyalty ◽  
Customer Value ◽  
Structural Equation ◽  
Integrated Model ◽  
Equation Modeling

The purpose of this study is to determine the relationships of service quality, bank’s image, customer value and product quality with customer satisfaction and customer loyalty. Sample is the state-owned banks’ customers in four major cities in Indonesia. Data is analyzed by using the Structural Equation Modeling (SEM) method. Results lead to an integrated model of customers’ satisfaction and loyalty. In conclusion, customer value and quality of bank products do not significantly and directly affect customer loyalty, but do significantly affect customer loyalty mediated by customer satisfaction. Service quality and bank’s image directly and indirectly affects customers’ satisfaction and loyalty. Service quality and bank’s image have the strongest and most dominant effects on customer loyalty. 

PENGARUH KUALITAS PRODUK DAN KUALITAS PELAYANAN TERHADAP PENINGKATAN KEPUASAN DAN LOYALITAS PELANGGAN PERUSAHAAN DAERAH AIR MINUM (PDAM) KOTA MAKASSAR

2019 ◽  
Vol 3 (2) ◽  
pp. 228-244 ◽  
Author(s):  
Muhammad Rezha Pahlawan ◽  
Nurlia Nurlia ◽  
Abdul Rahman Laba ◽  
Erlina Pakki ◽  
Hardiyono Hardiyono
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Product Quality ◽  
Customer Loyalty ◽  
Indirect Effects ◽  
Analysis Method ◽  
Water Company ◽  
The Relationship ◽  
Intervening Variables ◽  
Customer Satisfaction And Loyalty

This study aims to determine the effect of Product Quality and Service Quality on Increasing Customer Satisfaction and Loyalty in Makassar Municipal Water Company (PDAM) both directly and through intervening variables or indirect effects. This study uses a quantitative approach conducted with the aim to explain the position of the variables studied and the relationship between one variable with another variable. This research will explain the causal relationship between variables through hypothesis testing. In this study, the analysis method used is path analysis using the SmartPLS program. The results of this study found that directly the product quality had a positive and significant effect on customer satisfaction, service quality had a positive and significant effect on customer satisfaction, product quality had a positive and significant effect on customer loyalty, service quality had a positive and not significant effect on customer loyalty, customer satisfaction positive and significant effect on customer loyalty. The indirect effect of this research is product quality has a positive and significant effect on customer loyalty if mediated by customer satisfaction. Service quality also has a positive and significant effect on customer loyalty if mediated by customer satisfaction.

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.

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