scholarly journals THE EFFECT OF CUSTOMER EXPERIENCE DESIGN, RELATIONSHIP QUALITY, AND EMOTION CONNECTION ON LOYALTY

2014 ◽  
Vol 13 (1) ◽  
Author(s):  
Elia Ardyan
Keyword(s):  
Relationship Quality ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Customer Experience ◽  
Equation Model ◽  
Consumer Experience ◽  
Experience Design ◽  
Emotional Connection ◽  
The Relationship

The purpose of this study is to determine the effect of customer experience design, emotion connection and relationship quality on customer loyalty. Hotel must manage the consumer experience well. When the consumer experience increase, it will give effect to increasing relationships quality and emotional connection. Increasing the quality of the relationship and emotional connection between the consumer and hotel is expected to increase customer loyalty. The sample in this study is 142 respondents. The analysis in this study uses a structural equation model, in which we use Amos version 20 to help data analysis. The result of this study : (1) there are positive and significant effects between customer experience design on relationship quality and between customer experience on emotional connection; (2) there are not any positive and significant effects between customer experience design, emotional connection, and relationship quality on custimer loyalty.

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.

Service quality of sports centers and customer loyalty

2017 ◽  
Vol 29 (4) ◽  
pp. 870-879 ◽  
Author(s):  
Sheng Yen Lee
Keyword(s):  
Service Quality ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Exercise Adherence ◽  
Equation Model ◽  
Content Type ◽  
Two Factors ◽  
Customer Trust ◽  
The Relationship

Purpose The purpose of this paper is to establish the effects of service quality of sports centers on customer loyalty and intention to adhere to exercise. Design/methodology/approach In total, 500 questionnaires were distributed to five sports centers located in the city of Seoul, of which 472 were returned and used in the data analysis. The collected data were subjected to frequency analysis, exploratory factor analysis, a reliability test, and structural equation model analysis using SPSS 21.0 and AMOS 18.0. Findings The results show that, first, service quality, comprising the two factors of the facilities of sports centers and instructors, positively influences customer loyalty. Second, the service quality of sports centers positively influences the intention to adhere to exercise, and, third, so does customer loyalty. Practical implications Management needs to make more efforts to strengthen service quality, comprising facilities and instructors, in order to increase customer loyalty, represented by the sense of closeness with and attachment of customers using sports centers, as well as to increase the need for exercise. Originality/value Previous studies on the service quality of sports centers have been limited to customer satisfaction, customer trust, reuse intention, recommendations to others, consumption behavior, and relationship commitment. Since the research on the direct relationship between service quality of sports centers and exercise adherence is still limited, this study provides data and implications relevant to the management of sports centers by investigating the relationship among service quality of sports centers, customer loyalty, and intention to adhere to exercise.

scholarly journals Building the Relationship Quality Model: An Investigation of the Chemical Industry

2019 ◽  
Vol 9 (3) ◽  
pp. 528
Author(s):  
Andreas Samudro ◽  
Ujang Sumarwan ◽  
Megawati Simanjuntak ◽  
Eva Z Yusuf
Keyword(s):  
Empirical Study ◽  
Relationship Quality ◽  
Structural Equation Model ◽  
Customer Loyalty ◽  
Chemical Industry ◽  
Structural Equation ◽  
Equation Model ◽  
Direct Influence ◽  
Quality Model ◽  
The Relationship

The purpose of this study is to develop a relationship quality model and investigate the links among the constructs. This empirical study aims to explore the construct's links between the key constituents of relationship quality model: trust, satisfaction, and commitment. The Structural Equation Model is employed to confirm the model and investigate the correlations and influences between constructs. The results of the analysis confirm the direct influence of commitment toward loyalty. Satisfaction does not have a direct influence on loyalty, but through commitment as a mediate variable. The finding confirms the relationship quality model with strong influences among constituents: satisfaction, trust and commitment; Commitment is the only variable whose direct influence toward customer loyalty.

Iranian Coaches Forgiveness and Relationship Quality to Their Athletes

2021 ◽  
pp. 1-8
Author(s):  
Hassan Gharayagh Zandi ◽  
Sahar Zarei ◽  
Mohammad Ali Besharat ◽  
Davoud Houminiyan sharif abadi ◽  
Ahmad Bagher Zadeh
Keyword(s):  
Relationship Quality ◽  
Structural Equation ◽  
Equation Modeling ◽  
Data Sets ◽  
Mediating Role ◽  
Interpersonal Behaviors ◽  
Key Factor ◽  
The Relationship

Coaching has often been viewed as a context within which coaches operate to largely bring about changes in athlete’s performance and flourishing. One key factor to successful outcomes in coaching is the quality of the relationship between coaches and athletes. The coach–athlete relationship is at the heart of coaching; however, limited studies have been conducted on its antecedents. The aim of this study was to investigate the relationship between coaches’ forgiveness and perceived relationship quality toward their athletes through verifying the mediating role of interpersonal behaviors of coaches. A total of 270 Iranian coaches participated in the survey, and the data sets were analyzed using structural equation modeling. Results revealed that forgiveness positively predicted the coaches’ perceived relationship quality with their athletes, and this pathway was mediated by the coaches’ interpersonal behaviors.

Electronic Customer Relationship Management (E-CRM) and Customer Loyalty

2022 ◽  
Vol 18 (1) ◽  
pp. 0-0
Keyword(s):  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Service Providers ◽  
Positive Impact ◽  
Equation Model ◽  
Mediating Effect ◽  
Customer Relationship ◽  
The Impact ◽  
The Relationship

This study examined the impact of E-CRM on customer loyalty with the mediating effect of customer satisfaction in the banking industry. Customer satisfaction is important for loyalty because when the customers are satisfied with the services offered by their service providers, the relationship gets stronger which further leads to positive word-of-mouth. The data was collected using purposive sampling from 836 banks’ customers who were using E-CRM services and the data was analyzed using structural equation model (SEM) through AMOS. The results revealed that E-CRM and customer satisfaction had a significant positive impact on customer loyalty and also customer satisfaction partially mediated the relationship between E-CRM and customer loyalty. This study would offer useful acumen to both academicians and marketers and would help the bank managers to improve the quality of the services provided to their customers.

scholarly journals KUALITAS BELANJA DAERAH DAN HUBUNGANNYA DENGAN KINERJA PEMBANGUNAN DI PROVINSI BANTEN

2018 ◽  
Vol 6 (2) ◽  
pp. 16-31
Author(s):  
Sri Wahyuni ◽  
Bambang Juanda ◽  
Idqan Fahmi
Keyword(s):  
Structural Equation ◽  
Secondary Data ◽  
Equation Model ◽  
Version 2.0 ◽  
Performance Development ◽  
And Performance ◽  
The Relationship ◽  
Quality Map ◽  
Better Than

This study aims to analyze the relevant indicators of spending quality in measuring the quality of regional spending as well as the relationship between the quality of regional spending and the development performance of the regencies/cities of Banten Province. This study uses secondary data from the governance, financial and performance development of the districts/cities of Banten Province between 2009 – 2013. The Data are analyzed using Partial Least Squares Structural Equation Model (PLS–SEM) using SmartPLS software version 2.0 & SmartPLS version 3.0. The Results show that there are 21 indicators out of 40 indicators that are relevant in measuring the quality of the districts/cities spending in Banten Province. The change of the spending quality map from 2009 to 2013 shows that the quality of North Banten (Tangerang Regency, Tangerang City, Tangerang Selatan, Serang Regency, Serang City and Cilegon City) is better than South Banten (Pandeglang and Lebak). In addition, the estimation results from the model used indicate that the quality of the region spending of Banten Provinve has a positive relationship with the performance of development with the value of the indicator 0,678. Keywords : Development Performance, PLS-SEM, Spending Quality

scholarly journals PENGARUH RELATIONSHIP MARKETING DAN RELATIONSHIP QUALITY TERHADAP LOYALITAS PELANGGAN DENGAN KEPUASAN PELANGGAN SEBAGAI VARIABEL INTERVENING PADA PRODUK PARFUM MULEGH DI PURWOKERTO

2018 ◽  
Vol 1 (1) ◽  
Author(s):  
Ilham Akbar
Keyword(s):  
Customer Satisfaction ◽  
Relationship Quality ◽  
Relationship Marketing ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Marketing Relationship ◽  
Negative Effect ◽  
The Impact ◽  
The Relationship ◽  
Positive Effect

The research entitled �The Influence of Relationship Marketing and Relationship Quality Towards Customer Loyalty with Customer Satisfaction as The Intervening Variable on Mulleg Perfume Product in Purwokerto� aims to determine the impact of relationship marketing and relationship quality towards customer satisfaction and customer loyalty and to determine whether customer satisfaction could become the intervening variable. The hypothesis of this research is the relationship marketing has negative effect towards customer satisfaction, the relationship marketing has positive effect towards customer loyalty, the relationship quality has positively effect towards customer satisfaction, the relationship quality has positively effect towards the customer loyalty, and the customer loyalty could be able to mediate the influence of relationship marketing and relationship quality toward customer loyalty.� The analysis method that used on this research is the structural equation modeling.The results show that the relationship marketing has positive and significant effect towards customer satisfaction. It will increase the customer satisfaction of Mulleg Aromatic perfume product in Purwokerto. The relationship quality has positive and significant effect towards customer satisfaction, so it will increase the customer satisfaction of Mulleg Aromatic perfume product in Purwokerto. The relationship marketing has positive and significant effect towards customer loyalt. It will increase the customer loyalty of Mulleg Aromatic perfume product in Purwokerto. The relationship quality has positive and significant effect towards the customer loyalty. The Customer Satisfaction has positive and significant effect towards customer loyalty. The customer satisfaction could mediate the influence of relationship marketing towards the customer loyalty on Mulleg Aromatic perfume product in Purwokerto. The customer satisfaction could mediate the influence of relationship quality towards the customer loyalty of Mulleg Aromatic perfume product in Purwokerto.�Keywords : Relationship Marketing , Relationship Quality , Customer Satisfaction and Customer Loyalty�

scholarly journals Life’s quality of immigrant workers in Ho Chi Minh City

2020 ◽  
Vol 4 (3) ◽  
pp. First
Author(s):  
Nguyen Hong Nga ◽  
Nguyen Thi Thu Trang
Keyword(s):  
Quality Of Life ◽  
Migrant Workers ◽  
Structural Equation ◽  
Scientific Basis ◽  
Equation Model ◽  
Immigrant Workers ◽  
Ho Chi Minh City ◽  
The Relationship ◽  
Analyze Data

Migration is an indispensable trend in Ho Chi Minh City (HCMC), and immigrant workers have become an important resource contributing to economic growth. This study aims to clarify the quality of life of immigrant workers and offer a scientific basis for policies that promote the positive contributions of immigrant workers. A linear structural equation model is used to analyze data of 394 observations, including 253 migrant workers and 141 local workers. Quality of life is first assessed by whether immigrant workers can meet or satisfy a variety of their needs. Then the relationship between the needs and outcomes such as income, education, and effort-to-stay is analyzed using a mediator named assimilation. Finally, a comparison between groups such as migrant and local workers, migrants living in HCMC under and over ten years is conducted. The results indicated that employment, settlement, and social support have a direct impact on their assimilation and the strongest indirect impact on effort-to-stay, income, and education. Besides, effort-to-stay and income have a mutual impact. The results also proved that there are differences between migrant workers and local workers but no difference between under 10-year migrants and over 10-year migrants.

scholarly journals PENGARUH KOMPETENSI MANDOR TERHADAP KUALITAS PELAKSANAAN KONTRUKSI GEDUNG DI MALANG RAYA

2014 ◽  
Vol 10 (2) ◽  
Author(s):  
Hariyono Seputro Youngky Pratama ◽  
Sri Murni Dewi ◽  
Ruslin Anwar
Keyword(s):  
Structural Equation ◽  
Sampling Technique ◽  
Equation Model ◽  
Building Construction ◽  
Building Performance ◽  
Statistical Tool ◽  
Factors Affecting ◽  
Relationship Of ◽  
The Relationship

Hariyono Seputro Youngky Pratama1, Sri Murni Dewi2 & Ruslin Anwar31, 2 & 3Jurusan Teknik Sipil, Fakultas Teknik, Universitas Brawijaya MalangAlamat Korspondensi: Jl.MT. Haryono 167, Malang 65145, IndonesiaE-mail: [email protected] purpose of this study was: (1) to analyze the factors that affect the competence of foremanon the quality of construction of the building performance in Malang. (2) to know the relationship ofvariables that affect the competence of supervisors on the performance of the quality of buildingconstruction in Malang. The research was carried out on several samples of foreman in Malang.The sampling technique used is the judgmental technique (purposive). The statistical tool used inthis study is Structural Equation Model (SEM) to determine the relationship of variables that affectthe foreman’s competence on the quality of construction of the building performance in Malang.The analysis showed that foreman’s competency factors affecting the performance of thequality of building construction in Malang are competency skills, personal and management. Fromthe result of this research noted that there is a significant effect between skills variables, personalvariables and management variable on the quality of buildings construction in Malang. Based onthese result, it is advisable to conduct further research for other types of work that can be seen inmore depth the competence of foreman.Keywords: foreman competence, quality of building construction

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