scholarly journals Analisis Pengaruh E-Service Quality Dan Perceived Value Terhadap Kepuasan Pelanggan Dan Loyalitas Pelanggan Layanan Internet Indihome

2019 ◽  
Vol 3 (1) ◽  
Author(s):  
Lia Arisyanti Ndun
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Random Sampling ◽  
Structural Equation ◽  
Strong Influence ◽  
Perceived Value ◽  
Sampling Technique ◽  
Equation Modeling ◽  
Internet Service

The purpose of this study was to analyze the effect of e-service quality and perceived value towards customer satisfaction and its impact towards customer loyalty for IndiHome customers and internet service customers. Using random sampling technique, the questionnaire was well-collected and was used in data processing using the Structural Equation Modeling (SEM) method with the Smart PLS program. This analysis was conducted on 135 respondents as customers of IndiHome's internet service. Variables that are used in this study were e-service quality, perceived value, customer satisfaction and customer loyalty. Based on the results of the study, it was found that e-service quality and perceived value have influence towards customer satisfaction, customer satisfaction have strong influence towards customer loyalty, yet e-service quality and perceived value have weak indirect influence towards customer loyalty.

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.

The Driving Forces of Customer Loyalty

2009 ◽  
pp. 1540-1557
Author(s):  
T. C.E. Cheng ◽  
L. C.F. Lai ◽  
A. C.L. Yeung
Keyword(s):  
Hong Kong ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Driving Forces ◽  
Corporate Image ◽  
Equation Modeling ◽  
Internet Service ◽  
Broadband Market

In this study we examine the driving forces of customer loyalty in the broadband market in Hong Kong. We developed and empirically tested a model to examine the antecedents of customer loyalty towards Internet service providers (ISPs) in Hong Kong. Structural equation modeling (SEM) was used to evaluate the proposed model. A total of 737 valid returns were obtained through a questionnaire survey. The results show that customer satisfaction, switching cost, and price perception are antecedents that lead directly to customer loyalty, with customer satisfaction exerting the greatest influence. Although we found that service quality significantly influences customer satisfaction, which in turn leads to customer loyalty, we did not find a direct relationship between service quality and customer loyalty. Our results also reveal that corporate image is not related to customer loyalty. Our empirical investigation suggests that investing huge resources in building corporate image can indeed be a risky strategy for ISPs.

scholarly journals EFFECT OF SERVICE QUALITY AND RELATIONSHIP MARKETING ON CUSTOMER SATISFACTION AND ITS IMPACT ON LOYALTY SERVICE ON WISMA SOEWARNA BRACH OFFICE (KCP) OF BNI OF TANGERANG

2020 ◽  
Vol 1 (2) ◽  
pp. 154-164
Author(s):  
Ela Ratna Yuwita ◽  
Arissetyanto Nugroho
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Relationship Marketing ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Survey Methods ◽  
Sampling Technique ◽  
Equation Modeling ◽  
Descriptive Research ◽  
Marketing Variables

The purpose of this study is to determine the Effect of Service Quality and Relationship Marketing on Customer Satisfaction and Its Impact on Loyalty by measuring indicators that affect the variable Service Quality and Relationship Marketing on customer satisfaction variables and their implications on customer loyalty variables. This research applies a descriptive research design using survey methods. Sampling uses convinient sampling as a sampling technique. This study was tested using the structural equation modeling (Lisrel) approach to test the significance of the significance of the overall model and predetermined pathway. The findings show that Service Quality and Relationship Marketing variables significantly influence customer satisfaction variables. Further findings indicate that Service Quality and Relationship Marketing variables directly have a significant effect on customer loyalty variables. This study also shows that customer satisfaction has an influence on customer loyalty variables. It is recommended to companies to improve the excellence of Service Quality and Relationship Marketing.

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 PENGARUH SERVICE QUALITY, BRAND IMAGE, BRAND EQUITY DAN CORPORATE REBRANDING TERHADAP KEPUASAN DAN LOYALITAS PELANGGAN PADA TRANSMART INDONESIA

BISMA ◽  
2020 ◽  
Vol 14 (3) ◽  
pp. 191
Author(s):  
Raden Andi Sularso
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Brand Equity ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Brand Image ◽  
Sampling Technique ◽  
Equation Modeling ◽  
Corporate Rebranding ◽  
Customer Satisfaction And Loyalty

This study analyzes the effect of service quality, brand image, brand equity, and corporate rebranding on customer satisfaction and loyalty of Transmart. The sample consisted of 200 respondents taken using the random sampling technique. Data were analyzed using Structural Equation Modeling. The results prove that service quality, brand image, and brand equity affect customer satisfaction and loyalty of Transmart. Corporate rebranding has a direct effect on customer satisfaction but does not affect the customer loyalty of Transmart. Keywords: brand equity, brand image, corporate rebranding, service quality

The Driving Forces of Customer Loyalty

2011 ◽  
pp. 44-61
Author(s):  
T. C.E. Cheng ◽  
L. C.F. Lai ◽  
A. C.L. Yeung
Keyword(s):  
Hong Kong ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Driving Forces ◽  
Corporate Image ◽  
Equation Modeling ◽  
Internet Service ◽  
Broadband Market

In this study we examine the driving forces of customer loyalty in the broadband market in Hong Kong. We developed and empirically tested a model to examine the antecedents of customer loyalty towards Internet service providers (ISPs) in Hong Kong. Structural equation modeling (SEM) was used to evaluate the proposed model. A total of 737 valid returns were obtained through a questionnaire survey. The results show that customer satisfaction, switching cost, and price perception are antecedents that lead directly to customer loyalty, with customer satisfaction exerting the greatest influence. Although we found that service quality significantly influences customer satisfaction, which in turn leads to customer loyalty, we did not find a direct relationship between service quality and customer loyalty. Our results also reveal that corporate image is not related to customer loyalty. Our empirical investigation suggests that investing huge resources in building corporate image can indeed be a risky strategy for ISPs.

scholarly journals Quality and image: The role of satisfaction and trust as intervening variables on loyalty of customer’s internet service providers

2021 ◽  
Vol 14 (2) ◽  
pp. 282
Author(s):  
Teuku Meldi Kesuma ◽  
Mukhlis Yunus ◽  
M. Ridha Siregar ◽  
Abdul Muzammil
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Service Providers ◽  
Corporate Image ◽  
Equation Modeling ◽  
Internet Service ◽  
Customer Trust

<p class="5abstrak"><span lang="EN">Many factors can affect customer loyalty that some of them are service quality and corporate image. There are two objectives of this study. First, this study explains service quality and corporate image effects as antecedents for customer satisfaction, trust, and loyalty. </span><span class="tlid-translation"><span lang="IN">Second, </span></span><span class="tlid-translation"><span lang="EN-US">this study </span></span><span class="tlid-translation"><span lang="IN">investigate</span></span><span class="tlid-translation"><span lang="EN-US">s</span></span><span class="tlid-translation"><span lang="IN"> the role of customer satisfaction and trust in mediating the service quality and</span></span><span class="tlid-translation"><span lang="EN-US"> corporate </span></span><span class="tlid-translation"><span lang="IN">image </span></span><span class="tlid-translation"><span lang="EN-US">effects </span></span><span class="tlid-translation"><span lang="IN">on customer loyalty in the context of ISP customers</span></span><span class="tlid-translation"><span lang="EN-US">. </span></span><span class="shorttext"><span lang="EN">By using the purposive sampling technique,</span></span><span lang="EN"> </span><span lang="EN-US">this study researched 270 ISP customers. The sample of data was statistically analyzed with the Structural Equation Modeling (SEM) and the Confirmatory Factor Analysis (CFA). This study confirmed that </span><span lang="SV">customer satisfaction, customer trust, and loyalty were directly affected by</span><span lang="EN-US"> service quality and corporate image</span><span lang="SV">. Customer satisfaction and customer trust </span><span lang="EN-US">influenced</span><span lang="SV"> customer loyalty significantly. The role of customer satisfaction and customer trust indirectly in mediating service quality and corporate image effects on customer loyalty was also confirmed by partial mediation. </span><span class="jlqj4b"><span lang="EN">This study concludes by arguing that it needs to pay attention to service quality and the company’s good name levels to maintain customer loyalty.</span></span></p>

scholarly journals Effect of Service Quality and Corporate image on Customer Loyalty with Customer Satisfaction as Mediation Variables (Study at PT. BPR. Padma, Denpasar-Bali)

2020 ◽  
Vol 11 (01) ◽  
pp. 21729-21740
Author(s):  
Made Sukerta ◽  
Anak Agung Putu Agung ◽  
I Wayan Sujana
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Sampling Technique ◽  
Total Sample ◽  
Corporate Image ◽  
Partial Least Square ◽  
Least Square ◽  
Equation Modeling

The aim of this study is to know and test the effect of service quality, corporate image and customer satisfaction on customer loyalty at PT. BPR. Padma Denpasar-Bali, and to find out and test the effect of service quality, and corporate image on customer satisfaction at PT. BPR. Padma Denpasar-Bali. The study population was all customers at PT. BPR. Padma Denpasar-Bali, with 15,318 people. The number of samples was calculated using the Slovin method and obtained a total sample of 100 people, to determine the sample members used proportional random sampling technique that is the sample members taken proportionally in each part of the PT. BPR. Padma Denpasar-Bali. Data analysis techniques to answer the hypothesis of this study using Structural Equation Modeling (SEM) based on Partial Least Square (PLS). The results showed that (1) service quality had a positive and significant effect on customer loyalty, (2) corporate image had a positive and significant effect on customer loyalty, (3) service quality had a positive and significant effect on customer satisfaction, (4) corporate image had a positive effect and significantly to customer satisfaction (5) corporate image has a positive and significant effect on customer satisfaction, (6) customer satisfaction positively significantly mediates the effect of service quality on customer loyalty and (7) customer satisfaction positively significantly mediates the effect of corporate image on customer loyalty.

Determination Loyalty Based on Service Quality, Customer Satisfaction and Trust at Pt. Bpr Bukit Tanjung Badung

2018 ◽  
Vol 9 (02) ◽  
pp. 20473-20484 ◽  
Author(s):  
I Made Ngurah Oka Mahardika ◽  
Dr. I Nengah Suardhika, SE., MM ◽  
Dr. I Nengah Landra, SE., MM
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Competitive Advantage ◽  
Customer Loyalty ◽  
Financial Services ◽  
Consumer Satisfaction ◽  
Structural Equation ◽  
Sampling Technique ◽  
Equation Modeling ◽  
Sustainable Competitive Advantage

Every company must have a competitive advantage to win the market. Important factor to be considered by business actor is consumer satisfaction. Consumer satisfaction must be a guideline to guide the entire organization in order to be able to meet customer satisfaction in order to become a sustainable competitive advantage. Satisfied customers will be willing to recommend to others to take advantage of BPR facilities. The purpose of this study is to test and confirm the relationship between service quality, satisfaction, trust and loyalty, in the financial services company PT. BPR Bukit Tanjung Badung. Respondents in this research are the condition of routine transactions at least 2 times and has a minimum balance of Rp.500.000,-. The number of respondents in this study determined 93 respondents by using sampling technique called proportional random sampling. This research uses Structural Equation Modeling (SEM) analysis with SMARTPLS 3 program. The results of this study indicate that: 1) Service quality has a positive and significant impact on customer satisfaction, 2) Service quality has a positive and significant impact on customer confidence, 3) Service quality has positive but insignificant effect on customer loyalty, 4) satisfaction has positive and significant on customer loyalty, 5) satisfaction has a positive and significant impact on customer trust, 6) trust positively and significantly influence on customer loyalty.

scholarly journals ANALISA PENGARUH SERVICE QUALITY DAN PRICE PERCEPTION TERHADAP CUSTOMER SATISFACTION DENGAN PERCEIVED VALUE SEBAGAI VARIABEL INTERVENING PADA COFFEE TOFFEE JATIM EXPO SURABAYA

2018 ◽  
Vol 2 (1) ◽  
Author(s):  
Wiwik Retnaningsih ◽  
Batara hotma Perdana siahan
Keyword(s):  
Data Analysis ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Structural Equation ◽  
Perceived Value ◽  
Sampling Technique ◽  
Equation Modeling ◽  
Price Perception ◽  
Analysis Technique ◽  
The Mind

AbstractCoffee Toffee can be used for meetings or other events. In terms of service Coffee Toffee has an excellent barista and knowledgeable about coffee, cozy atmosphere equipped with various facilities, making Coffee Toffee as a place for those who want to refresh the mind while relaxing and enjoy a cup of cappucino, latte or espresso. This study aims to analyze the effect of service quality and price perception to customer satisfaction with perceived value as intervening variable at Coffee Toffee Jatim ExpoThis research belongs to the type of causal research. The population used is Coffee Toffee East Java Expo Surabaya customers who have purchased Service Quality from Coffee Toffee Jatim Expo Surabaya, while the sample used in this research is 120 people taken by using purposive sampling sampling technique. Data collection was done by distributing questionnaires. Data analysis technique used is Structural Equation Modeling (SEM) with AMOS software.The results in this study indicate that (1) there is influence but not significant from service quality from Coffee Toffee Java Expo Surabaya to perceived value; (2) there is influence but not significant from service quality from Coffee Toffee Jatim Expo Surabaya to customer satisfaction; (3) there is influence Price Perception from Coffee Toffee Jatim Expo Surabaya to perceived value; (4) there is influence of price perception from Coffee Toffee Jatim Expo Surabaya to customer satisfaction; and (5) there is influence perceived value from Coffee Toffee Jatim Expo Surabaya to customer satisfaction. Kata kunci: service quality, price perception, perceived value, customer satisfaction

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