scholarly journals Confirmation, Service Quality, Dan Quality Of Personalization Untuk Memprediksi Kepuasan Pelanggan

2021 ◽  
Vol 3 (3) ◽  
pp. 661
Author(s):  
Delvin Valentino Agustinus ◽  
Keni Keni
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Total Sample ◽  
Partial Least Square ◽  
Least Square ◽  
Cross Sectional ◽  
Probability Sampling ◽  
Descriptive Research ◽  
Convenience Sampling

The purpose of this study is to examine whether confirmation, service quality, and personalization quality can predict customer satisfaction. This study is classified as a descriptive research, whereas the data collection was done by using cross-sectional method. This study conducted non-probability sampling, in which convenience sampling method was used to collect data from a total sample of 150 respondents. Data analysis was conducted by using the Smart Partial Least Square (SPLS) software version 3.00. The results of this study indicate that confirmation, service quality, and personalization quality can predict customer satisfaction positively.Tujuan penelitian ini adalah untuk menguji apakah confirmation, service quality, dan quality of personalization dapat memprediksi kepuasan pelanggan. Penelitian ini diklasifikasikan sebagai penelitian deskriptif, dimana pengumpulan data dilakukan dengan menggunakan metode cross-sectional. Penelitian ini menerapkan non-probability sampling dengan metode convenience sampling untuk mengumpulkan data dari 150 responden. Analisis data dilakukan dengan menggunakan perangkat lunak Smart Partial Least Square (SPLS) versi 3.00. Hasil penelitian ini menunjukkan bahwa confirmation, service quality, dan personalization quality dapat secara positif memprediksi kepuasan pelanggan.

scholarly journals Prediksi Kualitas Produk, Citra Merek Dan Kepuasan Pelanggan Terhadap Intensi Membeli Kembali

2021 ◽  
Vol 3 (4) ◽  
pp. 914
Author(s):  
Chandra Yudha Cahyadi ◽  
Keni Keni
Keyword(s):  
Customer Satisfaction ◽  
Product Quality ◽  
Sampling Method ◽  
Brand Image ◽  
Partial Least Square ◽  
Least Square ◽  
Repurchase Intention ◽  
Cross Sectional ◽  
Descriptive Research ◽  
Convenience Sampling

The purpose of this study is to examine whether product quality, brand image, and customer satisfaction can predict repurchase intention. The number of samples used in this study were 150 respondents. This type of research is descriptive research. The data collection in this study used cross-sectional method. in which non-probability sampling was conducted with convenience sampling method. The data was analyzed by using the Smart Partial Least Square (PLS) software version 3.00. The results of this study indicate that product quality can be used to positively predict repurchase intention, brand image can’t be used to predict repurchase intention, customer satisfaction can be used to positively predict repurchase intention. Penelitian ini bertujuan untuk menguji apakah citra merek, kualitas produk, dan kepuasan pelanggan dapat memprediksi intensi membeli kembali. Jumlah sampel yang digunakan dalam penelitian ini sebanyak 150 responden. Jenis penelitian ini adalah penelitian deskriptif, Pengumpulan data dilakukan secara cross-sectional dengan teknik pengambilan sampel berupa nonprobability sampling, yaitu convenience sampling. Analisis data dilakukan dengan menggunakan software Smart Partial Least Square (PLS) versi 3.00. Hasil dari penelitian ini menunjukkan kualitas produk secara positif dapat digunakan untuk memprediksi intensi membeli kembali, citra merek tidak dapat digunakan untuk memprediksi intensi membeli kembali, kepuasan pelanggan secara positif dapat digunakan untuk memprediksi intensi membeli kembali.

scholarly journals The Effect of Service Quality, Trust, Brand Image on Customer Satisfaction (Study on Cimb Niaga Tabungan Bisnis PT. Bank Cimb Niaga Tangerang Bintaro Branch)

2020 ◽  
Vol 5 (8) ◽  
pp. 1767-1772
Author(s):  
Defi Alfianto ◽  
Dr. Tafiprios, SE,. MM
Keyword(s):  
Data Analysis ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Brand Image ◽  
Partial Least Square ◽  
Least Square ◽  
Survey Method ◽  
Questionnaire Data ◽  
Analysis Method ◽  
Convenience Sampling

In this researchpintends to analyze the influence of service quality, trust, brand image and customer satisfaction. The object of this research is the customer of bank cimb niaga branch tanggerang bintaro the number of samples specified is a total of 100 respondents by using slovin calculation method. The sample withdrawal method uses Convenience Sampling. The method performed for data collection using the survey method, with research instruments is a questionnaire. Data analysis method using SEM Partial Least Square (PLS).. Penelitian has proven telah that thequality of service has a positive and significant effect on customer satisfaction,trust kepercayaan has a positive and significant effect on customer satisfaction,and the brand image has a positive and significant effect on pt customer satisfaction. Bank CIMB Niaga Tangerang Bintaro Branch

scholarly journals CUSTOMER PERCEPTION ON SERVICE QUALITY TOWARDS TOURISM CUSTOMER SATISFACTION IN MALAYSIAN MARINE TOURISM SECTOR

2021 ◽  
Vol 37 (3) ◽  
pp. 792-799
Author(s):  
Mohammad Arije ULFY ◽  
◽  
Md Suliman HOSSIN ◽  
Md Wasiul KARIM ◽  
Fatin Husna Binti SUIB ◽  
...  
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Structural Model ◽  
Measurement Model ◽  
Tourism Industry ◽  
Partial Least Square ◽  
Least Square ◽  
Marine Tourism ◽  
Tourism Sector

Marine based tourism has emerged as a subject of concern in the area of ocean and coastal management. Today, demand for marine tourism has increased dramatically and is highlighted as one of the new horizons and fastest-growing sectors in the world’s tourism industry. Malaysia is indeed one of the countries with the most beautiful and diversified marine life. The fundamental purpose of this study is to examine the satisfaction of tourists towards the service quality of marine tourism in Malaysia. The development of the research framework is based on the SERVQUAL model. A total of 300 responses were received from the Klang Valley area of Malaysia. For the purpose of processing and analyzing the data, Partial Least Square (PLS-SEM) method was employed. By applying a two-step approach, the study assesses the measurement model and the structural model. Findings from the survey reveal that assurance, tangibility, empathy, reliability, and responsiveness have a significant positive relationship with customer satisfaction thus these factors describe the customer satisfaction adequately. This study would enable policymakers and tourism companies to develop policies to improve customer satisfaction by increasing the quality of service.

scholarly journals The Influence of E-Service Quality on Online Repurchase Intentions with Variables of Satisfaction as Mediation in Cafe and Resto in The City Of Padang in the Time of he Covid-19 Pandemic

2021 ◽  
Vol 9 (1) ◽  
pp. 2091-2098
Author(s):  
Maygita Karlina ◽  
Ma’ruf
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Large Scale ◽  
Industrial Sector ◽  
Partial Least Square ◽  
Least Square ◽  
Repurchase Intention ◽  
Cross Sectional ◽  
Repurchase Intentions ◽  
The City

The existence of the government's Large-Scale Social Restrictions (PSBB) policy during the Covid-19 pandemic encouraged every industrial sector to focus on online transactions. One of the industries in question is the food industry, represented by cafes and restaurants that are starting to pay attention to the concept of e-service quality to support the increase in online repurchase intentions in an effort to maintain business continuity. This study aims to determine the effect of E-Service Quality on Online Repurchase Intentions with the satisfaction variable as a mediation at cafes and restaurants during the Covid-19 pandemic. The causal quantitative research method, with this research design using a cross sectional study. The sample used is 170 customers who make online purchases at cafes & restaurants in the city of Padang. The data collection process uses a questionnaire, with the distribution presented in the form of an electronic questionnaire which is one of the google docs applications that can be accessed online via the internet by customers of online cafes and restaurants in Padang city, West Sumatra, Indonesia. In this study, there are three types of variables used, namely the first independent variable, namely e-service quality, the second is the mediating variable, namely customer satisfaction, and the third dependent variable is online repurchase intentions. Data analysis in this study used Partial Least Square (PLS). The results showed that E-Service Quality has a positive and significant effect on customer satisfaction and Online Repurchase Intention. Customer satisfaction also has a positive and significant effect on Online Repurchase Intention. The results of the mediation test show that satisfaction plays a role as a mediation between E-Service Quality and Online Repurchase Intention.

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 Pengaruh Kualitas Pelayanan Islami Terhadap Kepuasan dan Loyalitas Nasabah Bank BRI Syariah Surabaya

2015 ◽  
Vol 1 (9) ◽  
pp. 622
Author(s):  
Rizky Pratama Putra ◽  
Sri Herianingrum
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Sampling Technique ◽  
Partial Least Square ◽  
Least Square ◽  
Religious Knowledge ◽  
Loyal Customer ◽  
Customer Satisfaction And Loyalty

This study aims to determine the influence of the Islamic service quality on customer satisfaction and loyalty switching intentions moderated by religious knowledge level in in Customer of BRISyariah Bank in Surabaya.The research method used is quantitative approach. This research use a total of 96 customers of BRISyariah Surabaya. Customer characteristics used are Moslem, registered as a funding or deposit customer for at least a year. The sampling technique is purposive sampling. This research uses a method PLS (Partial Least Square).The results showed that Islamic service quality has a positive and significant impact on customer satisfaction. Other results showed that customer satisfaction has significant impact to customer loyalty and Islamic service quality has significant effect on customer loyalty. This results in accordance with the theory of Othman and Owen that CARTER could be used to measure the quality of service on Islamic Banking. Suggestion for the BRISyariah Bank in Surabaya should maintain and improve its service quality in order to improve satisfaction and form a loyal customer. For further research, can be done by adding another variable which affect customer satisfaction and loyalty.

scholarly journals PREDIKSI CUSTOMER EXPERIENCE DAN SERVICE QUALITY TERHADAP CUSTOMER LOYALTY: CUSTOMER SATISFACTION SEBAGAI VARIABEL MEDIASI

2021 ◽  
Vol 5 (1) ◽  
pp. 191
Author(s):  
Keni Keni ◽  
Kavira Kamate Sandra
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Sampling Method ◽  
Customer Experience ◽  
Partial Least Square ◽  
Least Square ◽  
Equation Modeling ◽  
Convenience Sampling

Pertumbuhan tingkat penjualan ritel di Indonesia bernilai negatif selama satu tahun terakhir. Berbagai fenomena yang terjadi akibat pandemi yang sudah berlangsung sejak tahun 2020 menyebabkan penurunan tersebut, seperti pengurangan gaji dan pemutusan hubungan kerja yang berdampak terhadap penurunan daya beli masyarakat, sehingga menghambat kinerja perusahaan ritel. Oleh sebab itu, perusahaan ritel perlu memperbaiki kinerjanya dengan meningkatkan loyalitas pelanggan yang merupakan sebuah upaya untuk mempertahankan pelanggan yang sudah ada. Penelitian ini bertujuan untuk menguji apakah 1) pengalaman pelanggan dapat memprediksi kepuasan pelanggan. 2) kualitas pelayanan dapat memprediksi kepuasan pelanggan. 3) pengalaman pelanggan dapat memprediksi loyalitas pelanggan. 4) kualitas pelayanan dapat memprediksi loyalitas pelanggan. 5) kepuasan pelanggan dapat memprediksi loyalitas pelanggan. 6) kepuasan pelaggan memediasi prediksi pengalaman pelanggan pada loyalitas pelanggan. 7) kepuasan pelanggan memediasi prediksi kualitas pelayanan pada loyalitas pelanggan. Sampel dipilih dengan menggunakan metode non-probability sampling yang berupa teknik convenience sampling pada 200 responden dan Partial Least Square – Structural Equation Modeling (PLS-SEM) dilakukan untuk menguji hipotesis penelitian. Hasil penelitian ini menunjukan bahwa pengalaman pelanggan dan kualitas pelayanan berpengaruh signifikan untuk memprediksi kepuasan pelanggan, pengalaman pelanggan memiliki pengaruh signifikan untuk memprediksi loyalitas pelanggan, kualitas pelayanan tidak berpengaruh signifikan untuk memprediksi loyalitas pelanggan, kepuasan pelanggan memiliki pengaruh signifikan untuk memprediksi loyalitas pelanggan, dan kepuasan pelanggan memediasi prediksi pengalaman pelanggan dan kualitas pelayanan pada loyalitas pelanggan.  Retail’s sales-growth in Indonesia has been decreasing since last year. Various phenomenons which are caused by the pandemic that has been happening since 2020 has caused the decrease, such as reduction in salary and laid off that resulted in reducing purchasing power which then obstruct retail firm’s performance. Therefore, retail firms should improve their performance by increasing customer loyalty which is an attempt to retain existing customers. This research aimed to examine whether 1) customer experience can predict customer satisfaction.  2) service quality can predict customer satisfaction. 3) customer experience can predict customer loyalty. 4) service quality can predict customer loyalty. 5) customer satisfaction can predict customer loyalty. 6) customer satisfaction mediates the prediction customer experience on customer loyalty. 7) customer satisfaction mediates the prediction service quality on customer loyalty. The sample of this study was selected by using the non-probability sampling method, which is convenience sampling method, with a total amount of 200 respondents and Partial Least Square – Structural Equation Modeling (PLS-SEM) was conducted for the hypotheses testing. The findings of this study illustrate that customer experience and service quality has significant effect to predict customer satisfaction, customer experience has significant effect to predict customer loyalty, service quality has not significant effect to predict customer loyalty, customer satisfaction has significant effect to predict customer loyalty, customer satisfaction mediates the prediction of customer experience and service quality on customer loyalty.

Customer Loyalty Creation Based On Customer and Trust Satisfaction from Quality of Service in Pt. Pharos Indonesia Branch Denpasar

2018 ◽  
Vol 9 (02) ◽  
pp. 20493-20502
Author(s):  
Ni Ketut Trisna Utami ◽  
I Wayan Sujana ◽  
I Nengah Suardhika
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Equation Model ◽  
Partial Least Square ◽  
Least Square ◽  
Quality Of Services

This study aims to test and analyze service quality, customer satisfaction, trust and customer loyalty. This research was conducted at PT. Pharos Indonesia Denpasar Branch with research population is outlet that make purchasing, sample used 100 units with purposive sampling method. All data obtained from questionnaires are suitable for use, then analyzed using structural equation model based on variance analysis known as Partial Least Square (PLS). The results showed that the better the quality of service provided to customers, it will have a better impact on improving customer satisfaction, the better the quality of services provided to customers, it will have an impact on increasing trust customers, the more satisfied customers will have an impact on the increase of customer loyalty, the higher the trust the customer will have an impact on increasing customer loyalty, the more satisfied customers will have an impact on increasing trust customers and the better quality of services provided to customers will have an impact on increased customer loyalty. The implication of this research is that service quality can be improved by considering reliability, customer satisfaction can be improved by paying attention to customer satisfaction to the whole product. Trust can be improved by taking into account competence and customer loyalty can be improved by paying attention to make purchases regularly.  

scholarly journals THE INFLUENCE OF BRAND IMAGE AND SERVICE QUALITY ON CUSTOMER LOYALTY THROUGH CUSTOMER SATISFACTION IN. BOSOWA BERLIAN MOTORS IN THE CITY OF MAKASSAR

2020 ◽  
Vol 3 (4) ◽  
pp. 136-145
Author(s):  
Andi Nur Ichsan Alqadri ◽  
Abdul Rahman Kadir ◽  
Nuraeni Kadir
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Brand Image ◽  
Partial Least Square ◽  
Least Square ◽  
Business World ◽  
Pls Analysis ◽  
The City

Today the competition in the business world is getting tighter, this is indicated by the number of competing companies that have sprung up that are engaged in the same type of business in capturing the market so that consumers buy the products offered and try to keep their customers so as not to turn to the same product from different companies. This study aims to analyze the effect of Brand Image and service quality on customer satisfaction, Brand Image and service quality on customer loyalty, the effect of customer satisfaction on customer loyalty, the influence of brand image and service quality on customer loyalty through customer satisfaction at PT. Bosowa Berlian Motor in Makassar city. To implement these objectives, data collection techniques are used through observation, questionnaires and documentation, using the Partial Least Square (PLS) analysis method. The results of the study found that brand image and service quality had a positive and significant effect on customer satisfaction. Brand image and service quality have a positive and significant effect on customer loyalty. Customer satisfaction has a positive and significant effect on customer loyalty. Customer satisfaction can partially mediate between brand image and service quality on customer loyalty. It can be indicated that the better the quality of service, the more satisfied the customer will be, thus impacting customer loyalty.

scholarly journals Kualitas Layanan dan Nilai yang Dipersepsikan terhadap Niat Pembelian Pengguna Jasa MRT dengan Kepuasan Pelanggan Sebagai Mediasi

2020 ◽  
Vol 2 (3) ◽  
pp. 838
Author(s):  
Vony Riyanto ◽  
Hetty Karunia Tunjungsari
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Purchase Intention ◽  
Perceived Value ◽  
Partial Least Square ◽  
Least Square ◽  
Rapid Transit ◽  
Convenience Sampling ◽  
The Relationship ◽  
Mass Rapid Transit

Success of public transport service marketers is dependent on how they satisfy their customers by delivering value through quality services.  To understand this phenomenon, this study aims to investigate the effect of service quality on purchase intention with perceived value and customer satisfaction as mediated variable in Jakarta Mass Rapid transit (MRT) system. A convenience sampling technique was used to collect the data by distributing the questionnaires to the 200 passengers at various MRT stations, where from 200 questionnaires obtained 151 respondents who fulfill the criteria. Partial least squares method of structural equation modelling (PLS-SEM) was used to analyse the collected data and test the hypotheses. The results of this study indicate that service quality can positively influense customer satisfaction, service quality can positively influence customers purchase intention, , perceived value positively influence customer satisfaction, perceived value can’t positively influence purchase intention, customer satisfaction can positively influence purchase intention, customer satisfaction can’t mediated positively the relationship between service quality and purchase intention, and Customer satisfaction can’t mediated positively the relationship between perceived value and purchase intention. Keberhasilan pemasar jasa transportasi umum bergantung kepada bagaimana mereka memuaskan pelanggan dengan memberikan nilai melalui kualitas layanan untuk mencapai niat pembelian pelanggan. Untuk memahami fenomena ini, penelitian ini bertujuan untuk menyelidiki pengaruh kualitas pelayanan terhadap niat pembelian dengan variabel mediasi nilai yang dipersepsikan dan kepuasan pelanggan dalam sistem Mass Rapid Transit Jakarta. Teknik convenience sampling digunakan pada penelitian untuk mengumpulkan data dengan mendistribusikan kuesioner kepada 200 penumpang di berbagai stasiun MRT, di mana dari 200 kuesioner diperoleh 151 responden yang memenuhi kriteria. Metode partial least square dari pemodelan persamaan structural digunakan untuk menganalisis data yang dikumpulkan dan menguji hipotesis. Hasil penelitian ini menunjukkan bahwa kualitas layanan dapat mempengaruhi kepuasan pelanggan secara positif, kualitas layanan dapat mempengaruhi niat pembelian secara positif, kualitas layanan dapat mempengaruhi nilai yang dipersepsikan secara positif, nilai yang dipersepsikan dapat mempengaruhi kepuasan pelanggan secara positif, nilai yang dipersepsikan tidak dapat mempengaruhi niat pembelian secara positif, kepuasan pelanggan dapat mempengaruhi niat pembelian secara positif, kepuasan pelanggan tidak dapat memediasi hubungan antara kualitas layanan dan niat pembelian, serta nilai yang dipersepsikan dapat memediasi hubungan antara kualitas layanan dan kepuasan pelanggan.

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