scholarly journals INTELLIGENT HIERARCHIZATION OF SERVICE ELEMENTS CONTRIBUTING TO OVERALL CUSTOMER SATISFACTION „CASE OF AIR ALGERIE CUSTOMERS”

2021 ◽  
Vol 11 (1) ◽  
pp. 49-67
Author(s):  
Djamila Chikh Kadri ◽  
◽  
Djazia Amina Chib ◽  
Assia Brahmi ◽  
◽  
...  
Keyword(s):  
Customer Satisfaction ◽  
Consumer Satisfaction ◽  
Structural Equation ◽  
Structural Equation Models ◽  
Research Question ◽  
Research Work ◽  
Attribute Selection ◽  
Quantitative Methodology ◽  
More Care ◽  
Relevant Variables

The present work is part of relational marketing, in particular consumer behavior in the field of service. Relationship marketing is based mainly on three pillars: quality, satisfaction, and loyalty. The choice of our conceptual model is based on an in-depth literature of previous studies, in view of the multiplicity of research work carried out in this field and the diversity of points of view of the researchers. The fundamental research question is: How to increase the level of customer satisfaction to retain them? The objective of this article is both to determine the explanatory dimensions of consumer satisfaction, but also to analyze their influence on overall consumer satisfaction. For this purpose, we have opted for the “FILTER” type attribute selection methods based on the “WEKA” programming environment. To this end, an empirical study was carried out. We employed quantitative methodology and data were analyzed by Structural Equation Models. The sample consisted of 242 customers of the airline “AIR ALGERIE”. The results obtained reveal to us what is hidden behind the overall customer satisfaction of this company. They also certify that the dimensions in question contribute differently to this satisfaction. Such results would help leaders to provide a double effort in order to bring real and effective improvements, but also to give more care to the relevant variables selected by the different methods applied. However, the results also revealed the importance of the service elements which contribute to overall customer satisfaction

scholarly journals SENSE AND THINK MARKETING IMPLICATIONS

2020 ◽  
Vol 1 (6) ◽  
pp. 883-891
Author(s):  
Runggu Besmandala Napitupulu ◽  
Nandan Lima Krisna ◽  
Lilis Suriani Gultom
Keyword(s):  
Customer Satisfaction ◽  
Consumer Satisfaction ◽  
Structural Equation ◽  
Structural Equation Models ◽  
Adult Population ◽  
Repurchase Intention ◽  
Repurchase Intentions ◽  
Analysis Technique ◽  
Repeat Purchase

This research is designed to find out and analyze the implications of sense and think marketing for customer satisfaction and their repurchase intention. The object is a vivo smartphone and respodents are the adult population in Medan who have made a repeat purchase. The analysis technique uses structural equation models. The results showed that marketing sense had a significant effect both on customer satisfaction and repurchase intentions; Think marketing has unsignificant effect on both satisfaction and repurchase intentions; Consumer satisfaction has a significant effect on repurchase intentions; Sense and think marketing simultaneously influence customer satisfaction; Sense marketing, think marketing, and satisfaction simultaneously effect on repurchase intentions for vivo smartphones in Medan.

scholarly journals Effects of Entrepreneurial Characteristics and University Environment on Entrepreneurial Intention

2018 ◽  
Vol 22 (2) ◽  
pp. 226-248 ◽  
Author(s):  
Gustavo Hermínio Salati Marcondes de Moraes ◽  
Edson Sadao Iizuka ◽  
Matheus Pedro
Keyword(s):  
Risk Taking ◽  
Self Efficacy ◽  
Structural Equation ◽  
Structural Equation Models ◽  
Entrepreneurial Intention ◽  
Quantitative Methodology ◽  
State University ◽  
University Environment ◽  
Entrepreneurial Characteristics ◽  
The University

Abstract This study aimed to investigate the effects of entrepreneurial and university environment characteristics on the entrepreneurial intention of the undergraduate student. We developed a model that considers the university environment, self-efficacy, and risk-taking as direct influencers of entrepreneurial intention, and entrepreneurial characteristics as influencers of self-efficacy. We employed quantitative methodology and data were analyzed by Structural Equation Models using the Partial Least Squares (PLS-SEM) technique. The sample consisted of 287 students in the final year of undergraduate programs at the State University of Campinas (Unicamp). The results indicate that the entrepreneurial intention of students is influenced by the university environment and the attitude toward risk-taking and self-efficacy. Self-efficacy, in turn, is influenced by student characteristics regarding planning, leadership, and innovation. The research corroborates with complementary reflections on entrepreneurship studies, showing a model for evaluation of entrepreneurial characteristics of students and of the entrepreneurial context in educational institutions, and proving that there is a positive relationship between the context, entrepreneurial education and entrepreneurial intention of the students.

scholarly journals The Effect of Ease of Transaction and Service Quality on Purchasing Decisions Mediated by Consumer Satisfaction (Studies on Okeped Jabodetabek Users).

2021 ◽  
Vol 19 (2) ◽  
pp. 33
Author(s):  
Melitina Tecoalu ◽  
Soegeng Wahyoedi ◽  
Edward Kustiawan
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Consumer Satisfaction ◽  
Structural Equation ◽  
Partial Least Square ◽  
Least Square ◽  
Equation Modeling ◽  
Purchasing Decisions ◽  
Purchasing Decision ◽  
Data Collection Process

This study aims to determine the effect of ease of transaction and service quality on customer satisfaction in purchasing decision making. In this study using a sample of 100 respondents using convience sampling non profitability. Data obtained through questionnaires, the data collection process in this study is Structural Equation Modeling (SEM) with the SmartPLS (Partial Least Square) 3.0 program to determine the relationship between the effect of Ease of Transaction, Service Quality on Purchasing Decisions and Consumer Satisfaction as a mediating variable.The results of the hypothesis that there are 4 accepted and 3 rejected after being tested by hypothesis testing is done using the probability value and the t statistic. So in the hypothesis acceptance criteria t-statistic> t-table. Ease of transaction affects customer satisfaction, so the hypothesis is accepted. Service quality affects customer satisfaction, so the hypothesis is accepted. Ease of transaction affects purchasing decisions, so the hypothesis is accepted. Service quality affects purchasing decisions, so the hypothesis is accepted. Consumer satisfaction has no effect on purchasing decisions, so the hypothesis is rejected. The service quality on purchasing decisions is not mediated by consumer satisfaction well so that the hypothesis is rejected. Ease of transaction on purchasing decisions is not mediated in consumer satisfaction well, so the hypothesis is rejected. In this study, it is explained that the purchasing decision is not well mediated by consumer satisfaction so that consumers who do not reach their expectations feel dissatisfied, which leads to not making purchasing decisions on Okeped.

scholarly journals Effect of Service Quality Dimension and Marketing Mixed Dimension of Consumer Loyalty with Consumer Satisfaction as Mediation

2019 ◽  
Vol 6 (5) ◽  
pp. 768
Author(s):  
Yohanes Andrianto ◽  
Singgih Santoso
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Consumer Satisfaction ◽  
Structural Equation ◽  
Marketing Mix ◽  
Equation Modeling ◽  
Consumer Loyalty ◽  
Central Java ◽  
The Face ◽  
Mixed Dimension

The phenomenon of the emergence of many souvenir shops in the Purbalingga area of Central Java has resulted in increasingly strong business competition. In order to survive in the face of competition, business actors need to pay attention to important aspects in running their business. The author takes several aspects, namely the dimensions of service quality (physical evidence, reliability, responsiveness, assurance, empathy) and the dimensions of the marketing mix (products, prices, places, promotions) that can influence customer loyalty with customer satisfaction as mediation. The author makes the Original Nopia Shop as a research object because the shop is one of the souvenir shops that are quite old and famous in the Purbalingga area. The design of this study was a survey using a questionnaire distributed to 200 respondents of Original Nopia Store customers with a purposive random sampling method. Research variables were analyzed using Structural Equation Modeling (SEM) and obtained the following results: (1) Service quality significantly influences customer satisfaction, (2) Marketing Mix does not significantly influence customer satisfaction, (3) Consumer satisfaction has a significant effect on consumer loyalty, (4) consumer satisfaction does not mediate between the influence of service quality on consumer loyalty, (5) consumer satisfaction is able to mediate between the influence of marketing mix on consumer loyalty, (6) consumer satisfaction does not mediate between the influence of service quality and marketing mix simultaneously towards consumer loyalty.

scholarly journals Positive determinants word-of-mouth of supermarket consumer in the COVID-19 pandemic era

2021 ◽  
Vol 14 (2) ◽  
pp. 300
Author(s):  
Sri Vandayuli Rirorini ◽  
Genesis Sembirng Depari
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Consumer Satisfaction ◽  
Structural Equation ◽  
Word Of Mouth ◽  
Positive Impact ◽  
Sampling Technique ◽  
Equation Modeling ◽  
Positive Word ◽  
Positive Word Of Mouth

<p>This research, which was conducted in the era of the COVID-19 pandemic, aims to analyze the influence of the dimensions of service quality, competitive prices, customer satisfaction toward the positive word-of-mouth of Supermarket customers. Questionnaires were distributed to 350 respondents as samples using the <em>non-probability sampling method</em> and <em>purposive sampling technique</em>. Meanwhile, Structural Equation Modeling (SEM) is used to analyze the data. The results of the study indicate that <em>Reliability, Assurance, Tangibles, Empathy, Responsiveness, Competitive Price</em> have positive and significant effects on<em>Customer Satisfaction</em>, which in turn would have a positive impact on positive word-of-mouth. Of all dimensions of service quality, the most powerful factor influencing consumer satisfaction shopping in supermarkets is reliability, and the one that gives consumers the most important feeling in providing quality services is Responsiveness. For further research, it is recommended to expand the scope of research in various types of businesses, not only in supermarkets.</p>

scholarly journals The Influence of Service Quality to the Customer Satisfaction and Revisit Interest of Saporkren Ecotourism at Raja Ampat Regency

2021 ◽  
Vol 16 (2) ◽  
pp. 21
Author(s):  
Robinsar Jogi Yoshua Manullang ◽  
Siti Jahroh ◽  
Kirbrandoko
Keyword(s):  
Quality Of Life ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Consumer Satisfaction ◽  
Structural Equation ◽  
Local Community ◽  
Equation Modeling ◽  
Quality Factors ◽  
Buffer Zones

Ecotourism is a nature tourism that focuses on a protected area or area that contributes to the welfare of the local community and conservation and education for the community. Meanwhile, as much as 98.9 percent of the forest area under its management rights is still controlled by corporations and capital owners. While the rest which is no more than 1.1 percent of the area of ​​forest management rights is controlled by the community. Enhancing the role of forest areas, especially conservation forests, needs to be done to improve the quality of life of communities around the buffer zones. The purpose of this study is to identify service quality factors that influence customer satisfaction and interest in ecotourism visits in Saporkren, and formulate ecotourism marketing strategies in Saporkren. This is done to increase the number of ecotourism visitors in Saporkren, which of course will provide increased income for the community and improve the quality of life of the Saporkren people. The population in this study were visitors from the Saporkren ecotourism. The sampling technique uses accidental sampling and purposive sampling. The selected respondents were tourists who were visiting Saporkren and were found by researchers and tourists who had visited Saporkren at least once in the past one year. Endogenous variables (Y) and (Z) in this study are consumer satisfaction and interest in return visits. Exogenous variables (X) in this study are tangibles, reliability, responsiveness, assurance, and empathy. The data processing technique used in this study is Structural Equation Modeling (SEM) with LISREL 8.7 software. Based on the results of the study, only three out of five service quality factors were identified that affected customer satisfaction, namely tangible, reliability, and assurance. And in this study, consumer satisfaction is proven to affect the interest in a repeat visit. After that, from the interviews and Focus Group Discussion (FGD), a strategy that could be implemented in ecotourism in Saporkren was formulated to explore potential tourism that could be exploited in addition to birdwatching for tangibles, and to train and certify tour guides in Saporkren for reliability and assurance.

scholarly journals EXAMINATION OF MUSLIM CONSUMERS’ INTENTIONS TO EAT AT FINE DINING RESTAURANTS

2021 ◽  
Vol 7 (1) ◽  
Author(s):  
Muhammad Amiruddin Al- Farisi ◽  
Latifah Putranti ◽  
Nuraini Desty Nurmasari
Keyword(s):  
Customer Satisfaction ◽  
Willingness To Pay ◽  
Consumer Satisfaction ◽  
Structural Equation ◽  
Equation Modeling ◽  
Significant Positive Effect ◽  
Symbolic Value ◽  
The Relationship ◽  
Positive Effect

This paper aims to identify the functional, symbolic, hedonic and Islamic value constructs of Muslim consumers’ satisfaction with fine dining restaurants. In addition, it develops the role of religiosity in the relationship between hedonic and Islamic symbolic values ​​in consumer satisfaction and examines the effect of such satisfaction on the willingness to pay more. The method used in the research is based on a Structural Equation Modeling (SEM), with data collected using a questionnaire; 281 valid respondents took part in the study. The results show that in terms of the influence of the dimensions of perceived value in explaining customer satisfaction, the functional, hedonic and Islamic have has a positive and significant effect, whereas the symbolic value variable is is perceived to have no significant effect on satisfaction. Furthermore, customer satisfaction has a significant positive effect on the willingness to pay more. In comparison, religiosity does not moderate the effect of perceived symbolic value on consumer satisfaction. However, it does moderate the effect of hedonic and Islamic value.

The effectiveness of perceived social support in discount stores in Korea

2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Chanho Song ◽  
Haakon T. Brown ◽  
Rahmatullah Rami Tameez
Keyword(s):  
Social Support ◽  
Customer Satisfaction ◽  
Purchase Intention ◽  
Consumer Satisfaction ◽  
Structural Equation ◽  
Online Survey ◽  
Service Providers ◽  
Equation Model ◽  
Content Type ◽  
Discount Stores

PurposeThe purpose of this study is to bridge the gap in literature to examine social support that customers receive from their relationships with frontline service providers in discount stores.Design/methodology/approachIn total, 381 consumers are accessed through an online survey administered by an online research company in South Korea. The authors use the structural equation model (SEM) technique to test the proposed hypotheses.FindingsSocial support (emotional, instrumental, informational and appraisal) significantly influences customer satisfaction in discount stores. In addition, customer satisfaction significantly influences word of mouth (WOM) and purchase intention.Originality/valueVery few studies have addressed the relationship between social support and consumer satisfaction in the discount store industry. This research helps to understand that social support is a basic consideration for customers of discount stores when they are shopping.

Analisis Hubungan Antara Kualitas Layanan Dengan Kepuasan Dan Loyalitas Mahasiswa Di PTS “X”

2017 ◽  
Vol 4 (2) ◽  
pp. 158-168
Author(s):  
Sofiati Sofiati
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Empirical Evidence ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Positive Relationship ◽  
Research Question ◽  
Management Program ◽  
Quality Service

The objective of this study is to test the relationship beetween quality service with customer satisfaction and loyalty .The subject matter we addressed three research questions. The first was: is quality quality service positif relatonship with customer satisfaction? The second research question addressed was: is customer satisfaction positif relationship with customer loyalty?Our the third research question was: is quality service positif directly with customer loyalty? Quality service is measured with SERVQUAL in five dimensions: tangibles, reability, responsiveness,assurance, and empathy.The population covers 800 students PTS “X”, while the taken sample was 210 students PTS “X”. The sample that used in this study is master of management student in management program and accounting program in PTS “X”. The data were analyzed by using Structural Equation Modelling (SEM). Empirical evidence supports the first hypothesis that the quality of service (Service Quality) consisting of; physical evidence, reliability, responsiveness, assurance, and empathy have a significant positive relationship with satisfaction. With the increasing quality of service provided by the management of PTS “X” then will also increase student satisfaction. Empirical evidence does not support the two hypothesis that Satisfaction has a positive relationship with Loyalty. This conclusion means that students who feel satisfaction does not necessarily have a sense of loyalty to the alma mater. Empirical evidence does not support the three hypothesis that states Quality has a positive relationship with Loyalty. This conclusion means that to increase customer loyalty, it is not enough to only pay attention to the quality of services, but more important is to increase customer satisfaction.

Effect of Service Quality on Customer Loyalty through Satisfaction, Perceived Value, and Customer Engagements (Study on Indonesian Ride-Hailing Online)

2020 ◽  
Vol 7 (10) ◽  
pp. 300-310
Author(s):  
Widarto Rachbini ◽  
Diana Anggraeni ◽  
Diah Febrina
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Online Survey ◽  
Structural Equation Models ◽  
Perceived Value ◽  
Primary Data ◽  
Customer Involvement ◽  
Analysis Technique

This study attempted to analyze the effect of service quality on customer’s satisfaction, perceived value, and customer involvement as well as its implications for customer loyalty in Indonesia. The primary data used is the result of questionnaires through an online survey platform with the help of Google Form in July to August 2020. The sampling method was purposive sampling using specific criteria set by the researchers with 300 samples that met the criteria. Data analysis technique used the structural equation models (SEM) with the help of LISREL software. The results showed that there was a significant influence on the quality of Indonesian ride-hailing online services on perceived value, and a significant effect on perceived value on satisfaction as well as a significant effect on customer satisfaction on customer involvement. The only construct which directly influences customer loyalty is customer involvement. This research certainly provides practical advice for the online ride-hailing industry in Indonesia where there are three main suggestions aimed at improving the service quality, satisfaction, customer involvement, and value. Further research is suggested to analyze online ride-hailing in neighboring countries such as Malaysia, Singapore, Vietnam, or other Southeast Asian countries. Keywords: service quality, perceived value, customer satisfaction, customer involvement, customer loyalty and online ride-hailing

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