COMMITMENT SEBAGAI VARIABEL MEDIASI PENGARUH TRUST TERHADAP REPURCHASE INTENTION PADA RESTORAN WARALABA LOKAL

Waralaba merupakan bentuk bisnis ritel khususnya restoran yang semakin berkembang dan menjanjikan. Persaingan menjadi semakin ketat ditambah masuknya franchisor asing. Loyalitas pelanggan merupakan kunci untuk memenangkan persaingan. Tujuan dari penelitian ini adalah untuk menganalisis Trust, Affective commitment, Continuance commitment terhadap Repurchase intention. Responden sebagai sampel dalam penelitian ini sebanyak 200 responden yang berkunjung ke restoran waralaba lokal, yang dipihih dengan menggunakan teknik Purposive sampling. Selanjutnya, metode analisis data menggunakan Teknik Structural Equation Model. Hasil penelitian menemukan bahwa seluruh Hipotesis yang dikemukakan dapat didukung, dimana (1) terdapat pengaruh positif Trust terhadap Affective commitment, (2) terdapat pengaruh positif Trust terhadap Continuance commitment, (3) terdapat pengaruh positif Affective trust terhadap Repurchase intention, (4) terdapat pengaruh positif Continuance commitment terhadap Repurchase intention, dan (5) terdapat pengaruh positif Trust terhadap Repurchase intention. Selanjutnya, ditemukan pula bahwa (1) Affective dan Continuance commitment merupakan variabel mediasi antara Trust dan Repurchase intention, dan (2) Continuance commitment merupakan faktor yang lebih kuat dalam mempengaruhi Trust, dan Repurchase intention dibandingkan Affective commitment. Untuk penelitian selanjutnya disarankan agar penelitian ini diterapkan pada jenis waralaba lokal lainnya, seperti department store, convenience store, specialty store, supermarket, dan hypermarket, serta menambahkan Service quality dan Customer satisfaction sebagai anteseden dari Trust dan Word-of-mouth sebagai konsekuensi dari Commitment.Franchising is a form of retail businesses, especially those of growing and promising restaurants. Competition is becoming more tightly multiplied by the entry of foreign franchisors. Customer loyalty is the key to win the competition. The purpose of this study is to analyze the trust, affective commitment, continuance commitment towards repurchase intention. Respondents as the sample of this study were 200 respondents who visited local franchise restaurants, chosen by using Purposive Sampling technique. Furthermore, the method of data analysis applies the Structural Equation Model techniques. The study finds that the entire hypothesis presented can be supported, where there are (1) a positive influence of trust towards affective commitment, (2) a positive influence of trust towards continuance commitment, (3) a positive affective trust towards repurchase intention, (4) a positive influence continuance commitment towards repurchase intention, and (5) a positive effect of trust towards repurchase intention. Furthermore, it is also found that (1) affective and continuance commitment is a mediator variable between the trust and repurchase intention, and (2) continuance commitment is a stronger factor in influencing the trust and repurchase intention than affective commitment. For further study, it is recommended that this research be applied to other types of local franchises, such as department stores, convenience stores, specialty stores, supermarkets and hypermarkets, as well as adding service quality and customer satisfaction as antecedents of trust and word-of-mouth as a consequence of the commitment

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Memperkuat Loyalitas Melalui Kepercayaan, Kepuasan Dan Komitmen Studi Pada Nasabah PT. Bank Cimb Niaga

Liquidity ◽

10.32546/lq.v4i1.80 ◽

2018 ◽

Vol 4 (1) ◽

pp. 43-52 ◽

Cited By ~ 3

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.

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Satisfied, but Will They Spread a Word? The Role of Customer Satisfaction at Jamu Café

Binus Business Review ◽

10.21512/bbr.v9i1.3915 ◽

2018 ◽

Vol 9 (1) ◽

pp. 1

Author(s):

Usep Suhud ◽

Sheila Maryam Bajunaid

Keyword(s):

Customer Satisfaction ◽

Service Quality ◽

Structural Equation ◽

Word Of Mouth ◽

Equation Model ◽

Repurchase Intention ◽

Factor Analyses ◽

Confirmatory Factor Analyses ◽

Confirmatory Factor

This research aimed to investigate consumers’ intention to repurchase jamu at Jamu Café. Service quality, customer satisfaction, and Word-of-Mouth (WOM) were selected as the predictor variables. In total, 200 participants who purchased jamu at the café were selected conveniently. Data were analyzed using exploratory and confirmatory factor analyses as well as Structural Equation Model (SEM). As a result, service quality influences customer satisfaction significantly. As customers are satisfied, they do word-of-mouth and repurchase. On the other hand, WOM has an insignificant impact on repurchase intention.

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E-Trust and Post-Purchase Experience on Repurchase Intention through Customer Satisfaction: Study on Instagram Account @Jastipmlg

International Journal of Business and Applied Social Science ◽

10.33642/ijbass.v6n8p7 ◽

2020 ◽

pp. 50-58

Author(s):

Amara Naafiarsha ◽

Harianto Respati ◽

Achmad Fridiansjah

Keyword(s):

Linear Regression ◽

Customer Satisfaction ◽

Structural Equation Model ◽

Structural Equation ◽

Descriptive Analysis ◽

Equation Model ◽

Quantitative Approach ◽

Repurchase Intention ◽

Analysis Technique ◽

Post Purchase

This study examines four variables between e-trust, post-purchase experience, customer satisfaction, and repurchase intention. The objective is to analyze and explain the effect of e-trust and post-purchase experience on repurchase intention by testing customer satisfaction as an intervening variable. The object of research is personal shoppers also known as Jasa Titip through Instagram, namely the @jastipmlg. 100 respondents in this study are followers and customers who make repurchases. The analysis technique uses descriptive analysis and linear regression to confirm the structural equation model that is built. The quantitative approach was chosen to explain the influence of the research variables. The results of this study found that e-trust and post-purchase experience affect repurchase intention through customer satisfaction.

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MODEL TERINTEGRASI DARI KESETIAAN PELANGGAN PADA BANK PEMERINTAH

Jurnal Manajemen dan Pemasaran Jasa ◽

10.25105/jmpj.v7i2.797 ◽

2014 ◽

Vol 7 (2) ◽

pp. 1

Author(s):

Yunita Nila Dewi

Keyword(s):

Customer Satisfaction ◽

Service Quality ◽

Structural Equation Model ◽

Customer Loyalty ◽

Structural Equation ◽

Positive Influence ◽

Equation Model ◽

Sampling Techniques ◽

Font Size ◽

Quality Image

This study aimed to analyze the influences of service quality and image on customer loyalty from customer satisfaction that useful for marketing managers in making decisions for the company. This study was conducted on the state banks customers and took 200 customers becamesamples. This study used Structural Equation Model (SEM). The method used is a non probability sampling with purposive sampling techniques. Based on the results of this study is that there’s positive influence of service quality on customer satisfaction and influence of image on customer satisfaction. Furthermore, the customer satisfaction positive influence on customer loyalty, but there’s no positive influence of service quality on customer loyalty from customer satisfaction. Furthermore there’s no positive influence of image on customer loyalty from customer satisfaction. Keywords : Service Quality, Image, Customer Satisfaction, Customer Loyalty

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Analisa Pengaruh Food Quality, Service Person Customer Orientation, Dan Physical Environment, Terhadap Repurchase Intention, Melalui Customer Satisfaction

Jurnal Manajemen ◽

10.31937/manajemen.v7i1.923 ◽

2017 ◽

Vol 7 (1) ◽

pp. 39-61

Author(s):

Steffi Weliani

Keyword(s):

Customer Satisfaction ◽

Food Quality ◽

Physical Environment ◽

Structural Equation ◽

Customer Orientation ◽

Employee Performance ◽

Positive Influence ◽

Equation Model ◽

Quality Service ◽

Repurchase Intention

The purpose of this study to determine whether the proposed Repurchase Intention of B'Steak Gading Serpong restaurant’s consumers is affected by the Food Quality, Service Person Customer Orientation and Physical Environment through Customer Satisfaction. B'Steak Gading Serpong is a western style restaurant with an interesting concept of fine dining which is the object of this study. The theoretical model in this study presented with 4 hypotheses to be tested using Structural Equation Model, with sample of 110 respondents aged 17 years or older who had once come to visit B'Steak Gading Serpong. Results from the data analysis showed that the Food Quality, Service Person Customer Orientation and Physical Environment through Customer Satisfaction have positive influence on Repurchase Intention in B'Steak Gading Serpong restaurant. Keywords: Reward, Extrinsic Reward, Intrinsic Reward, Employee Performance

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ANALISIS PENGARUH EXPERIENTIAL MARKETING DAN HARGA TERHADAP CUSTOMER LOYALTY SMARTPHONE BERSISTEM OPERASI ANDROID DI KOTA BENGKULU

Jurnal Ilmiah Akuntansi, Manajemen dan Ekonomi Islam (JAM-EKIS) ◽

10.36085/jam-ekis.v3i2.790 ◽

2020 ◽

Vol 3 (2) ◽

Author(s):

Meiffa Herfianti ◽

Rika Dwi Yulihartika

Keyword(s):

Customer Satisfaction ◽

Structural Equation Model ◽

Customer Loyalty ◽

Structural Equation ◽

Word Of Mouth ◽

Equation Model ◽

Experiential Marketing ◽

Intermediate Variable

The purpose of this study was to investigate the effect of experiential marketing and price on customer loyalty through customer satisfaction as intermediate variable. Explanatory research was conducted by using questionnaires. The quistionnaires were distributed to the 250 respondent who had utilized smartphone OS Android more than 1 years. In the data analisys, the researcher used Structural Equation Model (SEM) with AMOS. The results show that the models were appropriate with the Goodness and Index Criteria Chisquare total = 469.122; and significance probability = 0,000; RMSEA = 0,071; CMN/DF = 1,938; TLI = 0,957; CFI = 0,896; GFI = 0,893 and AGFI = 0,947. According to the results, it can be concluded that the model was accepted. There are some implication from this study. Android. Inc., must create a point of differentiation to better involve consumers. Another implications is using WOM (word of Mouth), because that strategy are very useful to targetting adolescent consumers. Otherwise, Android. Inc,. should hold more events and sponsorship in order to close to their consumers. Keywords: Experiential Marketing, Price Customer Satisfaction And Customer Loyalty

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ANTESEDEN DAN KONSEKUENSI DARI PRICE SATISFACTION

Jurnal Manajemen dan Pemasaran Jasa ◽

10.25105/jmpj.v5i1.489 ◽

2012 ◽

Vol 5 (1) ◽

pp. 13

Author(s):

Steven Dharma ◽

Asep Hermawan

Keyword(s):

Customer Satisfaction ◽

Structural Equation Model ◽

Structural Equation ◽

Word Of Mouth ◽

Equation Model ◽

Relative Price ◽

Price Fairness ◽

Validity And Reliability ◽

Price Transparency ◽

The Impact

The purpose of this paper is to explore the antecedents and consequents of price satisfaction. It argues that price satisfaction is composed of several dimensions (price transparency, pricequality ratio, relative price, price confidence, price reliability, and price fairness) and that companies should consider these dimensions when monitoring customer price satisfaction. Based on a theoretical discussion of the price dimensions, a questionnaire is developed that measures customer satisfaction with individual price dimensions. Using structural equation model analysis, the impact of price satisfaction dimensions on overall price satisfaction is measured, using a sample of 100 respondent that also customers from several car workshops. The research was analyzed with Structural Equation Model to analyze the path effect between the variable to answer the hypothesis testing. Before doing the structural equation model, the data was tested with instrument testing, consist of validity and reliability test. Goodness fit measure was also used to make sure that the structural equation model in good fit condition. The result showed that price satisfaction, price confidence, price quality ratio, price fairness, and price transparency have significant effect toward price satisfaction. The relative price variable didn’t have significant effect toward price satisfaction. For the price satisfaction toward word of mouth, also didn’t give significant result. Based on the measurement of price satisfaction, managers are able to identify the drivers of price satisfaction, their satisfaction and relative importance in different market segments and, consequently they are able to take the right measures to increase customer satisfaction and word of mouth. Keywords : Price satisfaction, word of mouth, car workshop.

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Thai Tourist Commitment And Loyalty To Travel By Sea

Journal of Applied Business Research (JABR) ◽

10.19030/jabr.v31i1.8990 ◽

2014 ◽

Vol 31 (1) ◽

pp. 61

Author(s):

Nak Gulid

Keyword(s):

Structural Equation Model ◽

Empirical Data ◽

Structural Equation ◽

Affective Commitment ◽

Statistical Significance ◽

Equation Model ◽

Direct Influence ◽

Continuance Commitment ◽

Attitudinal Loyalty ◽

Level Satisfaction

The purpose of this research is to study factors influencing Thai tourist loyalty concerning travel by sea to create a competitive advantage and value added to seaside attractions. This research employs quantitative analysis. The researcher collected data by interviewing 440 Thai tourists in three seaside locations: Pattaya, Hua-Hin and Samed. The results show that the majority of respondents are female, aged between 25 and 34 years old. They are a) single with bachelor degrees, b) employed in the private sector with monthly incomes over THB25,001 and c) resident in Bangkok. The results of testing the hypotheses are as follows: 1. The developed structural equation model of attitudinal loyalty towards seaside attractions in Pattaya was congruent with empirical data as the criterion as follows: (?2 = 486.091, df = 174, GFI = .909, AGFI = .879, RMSEA = .064, RMR = .063 and CFI = .960). Factors influencing loyalty towards seaside attractions in Pattaya, include the following: a) affective commitment showed the highest level of direct influence = .688 and b) continuance commitment with direct influence = .328 with statistical significance at the .001 level. Satisfaction with seaside attractions has an indirect influence equal to .743 with statistical significance at the .001 level. 2. The developed structural equation model of attitudinal loyalty towards seaside attractions in Hua-Hin, as developed by the researcher, includes goodness of fit with empirical data (?2 =472.086, df = 173, GFI = .909, AGFI = .878, RMSEA = .063, RMR = .072 and CFI = .952). Affective commitment has a direct influence on attitudinal loyalty = .724, followed by continuance commitment = .276 with statistical significance at the .001 level. Satisfaction with seaside attractions has an indirect influence equal to .570 with statistical significance at the .001 level. 3. The developed structural equation model of attitudinal loyalty towards seaside attractions in Samed is congruent with empirical data (?2 = 503.853, df = 172, GFI = .900, AGFI = .866, RMSEA = .066, RMR = .080 and CFI = .953). Affective commitment shows a level of direct influence = .646, followed by continuance commitment = .328 with statistical significance at the .001 level. Satisfaction with seaside attractions has an indirect influence =.547 with statistical significance at the .001 level.

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Studi tentang Pengaruh Kepuasan Pelanggan terhadap Ekuitas Merk dan Word of Mouth pada Bengkel AHASS Semarang Barat

Jurnal Sains Pemasaran Indonesia (Indonesian Journal of Marketing Science) ◽

10.14710/jspi.v18i1.15-33 ◽

2019 ◽

Vol 18 (3) ◽

pp. 226-244

Author(s):

Eric Gunawan ◽

I Made Sukresna ◽

Sugiono Sugiono

Keyword(s):

Customer Satisfaction ◽

Service Quality ◽

Structural Equation Model ◽

Brand Equity ◽

Structural Equation ◽

Word Of Mouth ◽

Equation Model ◽

Perceived Price ◽

Program Software

Penelitian ini dilakukan dengan tujuan untuk melihat pengaruh Customer Satisfaction terhadap Brand Equity dan Word of Mouth pada bengkel AHASS. Variabel yang ditambahkan adalah Service Quality dan Perceived Price sebagai Moderating Variabel yang berpengaruh terhadap Customer Satisfaction.Sampel penelitian ini adalah para pelanggan Bengkel AHASS kota Semarang bagian Barat. Analisis data Structural Equation Model (SEM) menggunakan program software AMOSS dan SPSS. Hasil analisis menunjukkan bahwa Customer Satisfaction berpengaruh positif terhadap Brand Equity dan Word of Mouth. Service Quality berpengaruh positif terhadap Customer Satisfaction yang dimoderasi oleh Perceived Price sebagai Quasi Moderator.

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Pengaruh E-Service Quality terhadap Customer Satisfaction dan Loyalty pada Pengguna Gopay di Indonesia

REMIK (Riset dan E-Jurnal Manajemen Informatika Komputer) ◽

10.33395/remik.v4i2.10532 ◽

2020 ◽

Vol 4 (2) ◽

pp. 11

Author(s):

Miranda Berliana ◽

Dinda Amanda Zulestiana

Keyword(s):

Customer Satisfaction ◽

Service Quality ◽

Structural Equation Model ◽

Customer Loyalty ◽

Structural Equation ◽

Equation Model

Abstrak: Pada era modern saat ini kemajuan teknologi semakin berkembang pesat dan membawa kita kepada arah basis digital dan mobile. Fenomena tersebut dimanfaatkan oleh industri perbankan untuk berinovasi dalam hal pembayaran secara elektronik yang biasa kita sebut dengan e-money. Uang elektronik muncul dipicu dengan adanya tuntutan dari masyarakat saat ini. Sistem pembayaran yang ada saat ini dituntut untuk dapat melayani setiap kebutuhan masyarakat dalam pemindahan dana dengan efektif dan efisien. Salah satu inovasi yang diluncurkan saat ini adalah Gopay, metode pembayaran berbasis server yang dikeluarkan oleh Gojek Indonesia. Penelitian ini memiliki tujuan yaitu menentukan efek e-service quality pada customer satisfaction dan customer loyalty pelanggan Gopay di Indonesia. Kuesioner dikumpulkan secara online dengan menggunakan google form sebanyak 400 responden. Pengolahan data menggunakan Structural Equation Model (SEM) dengan menggunakan bantuan program AMOS 24. Berdasarkan hasil penelitian ditemukan bahwa e-service quality memiliki pengaruh positif terhadap customer satisfaction, yang dimana customer satisfaction sendiri memiliki pengaruh yang positif terhadap customer loyalty, namun ditemukannya ketidak pengaruhan yang positif bagi e-service quality terhadap customer loyalty.

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