scholarly journals Determinan Loyalitas Konsumen Situs Tokopedia Di Jakarta

2021 ◽  
Vol 3 (4) ◽  
pp. 893
Author(s):  
Alfan Kurniawan John Franklyn ◽  
Cokki Cokki
Keyword(s):  
Structural Equation Modeling ◽  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Partial Least Square ◽  
Least Square ◽  
Equation Modeling ◽  
Website Quality ◽  
Convenience Sampling ◽  
Data Collection Technique

The purpose of this study was to examine the effect of website quality on customer loyalty, directly and indirectly through trust and customer satisfaction. The population of this study was 140 Tokopedia website 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 website quality, trust, and customer satisfaction affect customer loyalty directly and indirectly.Tujuan dari penelitian ini adalah untuk menguji pengaruh dari variabel kualitas situs terhadap variabel loyalitas konsumen melalui variabel kepercayaan dan kepuasan konsumen. Populasi dari penelitian ini adalah 140 pengguna situs Tokopedia di Jakarta yang dipilih dengan menggunakan convenience sampling. Data diambil dengan menggunakan kuesioner daring dan diolah menggunakan Partial Least Square-Structural Equation Modeling (PLS-SEM). Hasil penelitian ini adalah variabel loyalitas konsumen dipengaruhi secara positif oleh variabel kualitas situs, kepercayaan, dan kepuasan konsumen.

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 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.

scholarly journals FAKTOR YANG MEMPENGARUHI CUSTOMER LOYALTY DI CARREFOUR

2017 ◽  
Vol 1 (1) ◽  
pp. 52
Author(s):  
Warniancy Ariesty
Keyword(s):  
Structural Equation Modeling ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Partial Least Square ◽  
Least Square ◽  
Equation Modeling

Persaingan bisnis retail yang semakin meningkat menuntut para pebisnis untuk menciptakan keunggulan kompetitif agar dapat mempertahankan pangsa pasarnya. Salah satu bisnis retail yang sedang marak di Indonesia yaitu Carrefour. Carrefour memiliki pelanggan yang sangat loyal dibandingkan dengan hypermarket yang lain. Namun, Carrefour tentu harus mempertahankan atau meningkatkan performance agar dapat mewujudkan customer loyalty. Customer satisfaction berkaitan dengan customer loyalty. Untuk meningkatkan customer satisfaction, Carrefour berupaya untuk dapat meningkatkan service quality. Tujuan penelitian yaitu untuk menguji dan menganalisis faktor-faktor yang mempengaruhi service quality terhadap customer satisfaction yang berdampak pada customer loyalty dalam memilih hypermarket. Objek penelitian yaitu pelanggan Carrefour kota besar di Indonesia. Metode penelitian yang digunakan adalah dengan metode penelitian kuantitatif dengan teknik pengambilan sampel data dilakukan dengan menggunakan accidental sampling yang termasuk dalam nonprobability sampling. Data jawaban responden yang merupakan hasil dari penyebaran kuesioner kepada pelanggan Carrefour, diolah dan dianalisis menggunakan metode analisis data yaitu SEM (Structural Equation Modeling) berbasis PLS (Partial Least Square). Hasil penelitian yang diperoleh yaitu variabel service quality berpengaruh terhadap customer satisfaction dan customer loyalty. Kata kunci: Service Quality, Satisfaction, Loyalty

scholarly journals PERAN INNOVATIVENESS SEBAGAI MODERASI PADA KETERKAITAN PENGARUH SOSIAL TERHADAP MINAT PEMBELIAN KOPI STARBUCKS

2020 ◽  
Vol 4 (1) ◽  
pp. 174
Author(s):  
Miharni Tjokrosaputro ◽  
Cokki Cokki
Keyword(s):  
Structural Equation Modeling ◽  
Social Influence ◽  
Purchase Intention ◽  
Structural Equation ◽  
Partial Least Square ◽  
Least Square ◽  
Equation Modeling ◽  
Green Product ◽  
Convenience Sampling

Tujuan penelitian ini adalah untuk mengetahui apakah keinovatifan dapat memoderasi peran pengaruh sosial terhadap minat pembelian kopi Starbucks sebagai produk hijau. Penelitian ini menggunakan metode survey. Responden adalah 100 konsumen Starbucks. Teknik pengambilan sampel adalah convenience sampling. Teknik pengumpulan data menggunakan kuesioner. Teknik analisis data menggunakan Partial Least Square-Structural Equation Modeling. Hasil penelitian menunjukkan bahwa pengaruh sosial berpengaruh terhadap niat membeli kopi Starbucks dan keinovatifan konsumen tidak memoderasi peran pengaruh sosial terhadap minat pembelian kopi Starbuck sebagai produk hijau. The purpose of this study was to determine whether innovativeness can moderate the role of social influence in the purchase intention of Starbucks coffee as a green product. Respondents were 100 Starbucks consumers. The sampling technique is convenience sampling. Data collection techniques using a questionnaire by survey method. Data analysis techniques using Partial Least Square-Structural Equation Modeling. The results showed that social influence had effect on Starbucks coffee purchase intentions and consumer innovativeness did not moderate the role of social influence on the purchase intention of Starbuck coffee as a green product. This might be due to brand equity factors, collectivistic culture and limited sample size, which can be suggested for future researchers.

The System Quality and Customer Satisfaction with Website Quality as Mediator in Online Purchasing: A Developing Country Perspectives

2021 ◽  
pp. 2516600X2199194
Author(s):  
Anil Kumar ◽  
Suman Lata
Keyword(s):  
Customer Satisfaction ◽  
Structural Equation ◽  
Positive Impact ◽  
Partial Least Square ◽  
Least Square ◽  
Equation Modeling ◽  
Future Research ◽  
System Quality ◽  
Website Quality ◽  
The Impact

The present era sees an increasing trend of online purchasing all over the globe, and India is no more an exception. India is likely to become the hub for online market because it is second in terms of population in the world. The study is an effort to understand whether system quality really matters for customer satisfaction, particularly in developing countries, and the website quality works as a mediator or not. The study proposes the theoretical framework of the impact of system quality on customer satisfaction after a rigor literature review. With the help of purposive sampling, data were collected and model tested using partial least square structural equation modeling (PLS-SEM). The results show that system quality and website quality have a direct and positive impact on customer satisfaction and website quality partially mediated. Based on these empirical findings, managerial implications, limitations, and recommendations for further future research are given in the study.

The Study of Customer Satisfaction of Shopee Customers In Malaysia

2021 ◽  
Vol 1 (2) ◽  
pp. 30-44
Author(s):  
Kah Boon Lim ◽  
Yeo Sook Fern ◽  
Hardave Singh Kler A/l Bhajan Singh
Keyword(s):  
Customer Satisfaction ◽  
Consumer Satisfaction ◽  
Structural Equation ◽  
Word Of Mouth ◽  
Online Shopping ◽  
Partial Least Square ◽  
Least Square ◽  
Equation Modeling ◽  
Electronic Word Of Mouth ◽  
Website Quality

The main objective of this study is to investigate the factors affect customer satisfaction level among Shopee customers in Malaysia. A set of self-administered questionnaires has been distributed to 200 targeted Shopee users in three states of Malaysia which are Johor, Melaka and Selangor. The five independent variables, which are price, trust, electronic word of mouth, website quality and security have been tested on their relationship towards the dependent variable, which is consumer satisfaction towards online shopping platform, Shopee in Malaysia. The collected data were keyed into SPSS version 25 and followed by using Partial Least Square Structural Equation Modeling (PLS-SEM 3.2.8) to assess the hypothesis. The result of this research given the feedbacks where trust, electronic word of mouth and website quality have significant effect towards consumers satisfaction on Shopee in Malaysia. However, price and security does not show a significant relationship with Shopee’s consumer satisfaction. In conclusion, this study helps to better understand the consumer satisfaction of Shopee’s online shopping services in Malaysia.

Effect of Service Quality on Customer Satisfaction, Customer Delight and Customer Loyalty (Study on LPD Desa Adat Sembung and LPD Desa Adat Seseh)

2018 ◽  
Vol 9 (03) ◽  
pp. 20660-20668
Author(s):  
Ni Luh Desiyanti ◽  
I Nengah Sudja ◽  
Luh Kadek Budi Martini
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Research Result ◽  
Partial Least Square ◽  
Least Square ◽  
Equation Modeling ◽  
Analysis Technique ◽  
Customer Delight

LPD Desa Adat Sembung and LPD Desa Adat Seseh are LPDs that are categorized as healthy but in the last 3 years the number of savings customers increased but the growth of savings funds decreased. There is a decrease in the number of savings that occur each year in LPD Desa Adat Sembung and LPD Desa Adat Seseh. This study to confirm the relation of Service quality to Customer Satisfaction, Customer Delight and Loyalty of Customers of LPD Desa Adat Sembung and LPD Desa Adat Seseh. The population in this research is all customer of LPD Sembung and Seseh Adat Customers who become customer from LPD stand up until 2015 with total population amounted to 2301 customers. Sampling used Slovin formula, which amounted to 95 customers. The analysis technique used in this research is structural equation modeling (SEM) based on variance or component based SEM, known as Partial Least Square (PLS). From the research result, it is found that service quality have positive and significant effect to customer satisfaction and customer delight, service quality has no significant effect to customer loyalty, but service quality will influence customer loyalty through customer satisfaction mediation and customer delight, customer satisfaction and customer delight have positive effect significant to customer loyalty.

scholarly journals Employee Quality Performance, Customer Orientation and Loyalty: Antecedent and Outcome of Customer Satisfaction

2019 ◽  
Vol 15 (4) ◽  
pp. 37
Author(s):  
Farzana Riva ◽  
Nawshin Tabassum Tunna ◽  
Mohammad Rabiul Basher Rubel
Keyword(s):  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Customer Orientation ◽  
Sampling Technique ◽  
Positive Influence ◽  
Partial Least Square ◽  
Least Square ◽  
Equation Modeling ◽  
Quality Performance

The objective of the current study is to assess the influence of employee quality performance, customer orientation as the antecedents of customer satisfaction and customer loyalty is the outcome of customer satisfaction of restaurant customer in the context of Bangladesh. The anticipated model aims to enhance the understanding of the influence of employee quality performance, customer orientation on customer satisfaction and consequential effect of customer satisfaction on customer loyalty. 295 customers were assessed with a self-administered questionnaire incorporating purposive judgmental sampling that is a non-probability sampling technique. A second-generation data analysis technique-structural equation modeling partial least square (SEM-PLS) was used to analyze the data and to test the hypothesized relationship. The result of the analysis showed a significant positive influence of employee quality performance and customer orientation on customer satisfaction. Moreover, customer satisfaction has been found having a significant positive relationship with customer loyalty. The study can help the management of the restaurants to realize the significance of employee quality performance and customer orientation on customer satisfaction as well as customer satisfaction on loyalty.

scholarly journals Kajian Faktor-Faktor yang Mempengaruhi Kepuasan Konsumen Bus Trans Metro Bandung Menggunakan Metode Structural Equation Modeling - Partial Least Square (Studi Kasus pada TMB koridor 3 Cicaheum Cibeureum)

2021 ◽  
Vol 28 (1) ◽  
pp. 107-116
Author(s):  
Dwi Prasetyanto ◽  
Andrean Maulana ◽  
Muhammad Rizki ◽  
Made Devina Parantina
Keyword(s):  
Structural Equation Modeling ◽  
Customer Satisfaction ◽  
Structural Equation ◽  
Arrival Time ◽  
Partial Least Square ◽  
Least Square ◽  
Equation Modeling ◽  
Significant Variable ◽  
Inner Model ◽  
Pls Method

Abstrak Sarana angkutan umum massal yang beroperasi di Kota Bandung salah satunya adalah Bus Trans Metro Bandung (TMB) koridor 3, rute Cicaheum-Sarijadi. Pelayanan Bus TMB tersebut harus memenuhi kepuasan penggunanya, tetapi saat ini kepuasan pengguna Bus TMB dirasa kurang khususnya dalam hal kualitas pelayanan. Penelitian ini bertujuan untuk menganalisis faktor-faktor yang mempengaruhi kepuasan penggunanya menggunakan metode Structural Equation Modeling-Partial Least Square (SEM-PLS). Pengujian model SEM-PLS dibagi menjadi 2 yaitu outer model (model pengukuran) dan inner model (model struktural). Hasil analisis yang telah dilakukan menemukan bahwa faktor-faktor yang mempengaruhi kepuasan konsumen Bus TMB yaitu variabel reliability (waktu kedatangan bus) dan variabel tangibles (kebersihan interior, tempat duduk, dan jendela bus), variabel assurance (keramahan dan kesopanan petugas dalam memberikan pelayanan), variabel responsiveness (transaksi yang dilayani atau dilaksanakan dengan cepat dan tepat) dan variabel emphaty (kepedulian petugas untuk mengingatkan penumpang yang akan turun). Adapun dari kelima variabel, variabel yang paling signifikan terhadap kepuasan konsumen adalah dimensi reliability (waktu kedatangan bus sesuai jadwal). Kata Kunci: Kepuasan konsumen; metode SEM-PLS; reliability Abstract One of the mass public transportation facilities in Bandung city is Trans Metro Bandung (TMB) Bus, which is operating in corridor 3, Cicaheum-Sarijadi route. The TMB Bus service must fulfill the satisfaction of its users, but currently the satisfaction of TMB Bus users is felt to be lacking, especially in terms of service quality. This study aims to analyze the factors that influence user's satisfaction using the Structural Equation Modeling-Partial Least Square (SEM-PLS) method. SEM-PLS model is divided into 2 model, outer model (measurement model) and inner model (structural model). The analysis found that the factors that affect customer satisfaction of TMB are the reliability variable (bus arrival time) and tangibles variables (interior cleanliness, seats and bus windows), the assurance variable (friendliness and courtesy of the officers in providing services) , the responsiveness variable (transactions that are served or executed quickly and accurately) and the emphaty variable (the officer's concern to remind passengers to get off). Among the five variables, the dimension of reliability (bus arrival time according to schedule)is the most significant variable that influenced customer satisfaction. Key words: Customer satisfaction; SEM-PLS method; reliability

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