scholarly journals KUALITAS LAYANAN INTERNAL YANG MEMENGARUHI KEPUASAN NASABAH DENGAN MENGGUNAKAN KUALITAS LAYANAN EKSTERNAL SEBAGAI VARIABEL MEDIASI

2018 ◽  
Vol 11 (1) ◽  
pp. 95
Author(s):  
Evi Susanti
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Structural Equation ◽  
Positive Influence ◽  
Mediating Effect ◽  
Direct Influence ◽  
Banking Service ◽  
Equation Modelling ◽  
Internal Service Quality

<p><em>This </em><em>study</em><em> develops the role of service quality both internal </em><em>and external </em><em>service quality to improve customer satisfaction at shariah banking service office in DKI Jakarta province. This study discusses the study on two areas of science namely Human Resource Management and marketing management science. The target in this study was 121 shariah banking service offices. </em><em>Sample is s</em><em>elected using purposive sampling. The liniear Structural Equation Modelling (SEM) was adopt</em><em>ed </em><em>to verfy </em><em>the </em><em>model. </em><em>The results are </em><em> </em><em>(1) internal service quality has a positive significant and direct influence on external service quality (2) external service quality has a positive significant and direct influence on customer satisfaction (3) internal service quality has significantly positive influence on external service quality, which in turn affects the customer satisfaction in a significant and positive manner. In summary, the external service quality has a partially mediating effect. </em><em></em></p>

scholarly journals The Mediating Effect of Customer Satisfaction on the Relationship Between Electronic Banking Service Quality and Customer Purchase Intention: Evidence From the Qatar Banking Sector

SAGE Open ◽  
2020 ◽  
Vol 10 (2) ◽  
pp. 215824402093588 ◽  
Author(s):  
Sadia Khatoon ◽  
Xu Zhengliang ◽  
Hamid Hussain
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Banking Sector ◽  
Positive Impact ◽  
Mediating Effect ◽  
Security And Privacy ◽  
Mediating Role ◽  
Banking Service ◽  
The Relationship

This study investigates the relationship between the dimensions of electronic (E)-banking service quality and customer purchasing intentions with the mediating role of customer satisfaction. Data were collected from employees and customers, working in different banks of Qatar through a validated closed-ended questionnaire from a sample of 235. Correlation analysis and regression analysis were implied to the obtained data to test the study hypothesis, and the report provided accurate results as per our expectations. The results of the study indicate that reliability, efficiency, responsiveness, communication, security, and privacy have a significant and positive impact on customer purchasing intentions. Customer purchasing intentions are significantly increased when the customers are satisfied with E-banking service quality. The mediating role of customer satisfaction was established for E-banking service quality and customer purchase intentions. Customer satisfaction tested as a mediator has shown a partial impact on the relationship between information technology (IT), E-banking service quality, and customer purchasing intentions. This study has significantly contributed to the area of research primarily within the domain of behavioral finance. The study also provides significant implications for academicians and practitioners.

Analisis Peranan Kepuasan Dan Komitmen Sebagai Perantara Pengaruh Kualitas Jasa Tutorial Online Terhadap Loyalitas Mahasiswa

2018 ◽  
Vol 9 (2) ◽  
pp. 18-32
Author(s):  
Andy Mulyana ◽  
Devi Ayuni
Keyword(s):  
Service Quality ◽  
Structural Equation ◽  
Positive Influence ◽  
Management Program ◽  
Equation Modeling ◽  
Online Tutorial ◽  
Student Loyalty ◽  
The Relationship ◽  
Positive Effect

This study aims to evaluate the role of satisfaction and commitment as mediating the effect of service quality on student loyalty as the user of Open University's Online Tutorial. Based on data analysis on student of Management program 229 as respondents with Structural Equation Modeling (SEM), this study found the relationship between: (1) positive influence of service quality to satisfaction and loyalty of students using tuton; (2) the positive effect of satisfaction on student loyalty using tuton; (3) satisfaction is a mediator between service quality and loyalty of students using tuton. Conversely, commitment has no positive effect on student loyalty as a tuton user. In addition, commitment does not mediates the effect of satisfaction on the loyalty of tuton users. Keywords: service quality, satisfaction, commitment, loyalty

Antecedents of switching intention in the mobile telecommunications industry

2018 ◽  
Vol 30 (4) ◽  
pp. 1087-1111 ◽  
Author(s):  
Farzana Quoquab ◽  
Jihad Mohammad ◽  
Norjaya Md Yasin ◽  
Nor Liza Abdullah
Keyword(s):  
Customer Satisfaction ◽  
Structural Equation ◽  
Telecommunications Industry ◽  
Switching Cost ◽  
Partial Least Square ◽  
Least Square ◽  
Mediating Effect ◽  
Loyalty Programs ◽  
Content Type

Purpose This study sheds some light on factors that affect customer switching intention in the Malaysian mobile phone service industry. More particularly, the purpose of this paper is to examine the effect of service quality (SQ), customer satisfaction, switching cost and consumer innovativeness (CI) on service switching intention (SWI); the mediating role of customer satisfaction; and the moderating role of service switching cost on the relationship between CI and SWI. Design/methodology/approach Data were collected using a self-administered questionnaire survey that yielded 535 responses. Using structural equation modelling approach, the partial least square software, version 3 was utilised to test the study hypotheses. Findings Results reveal that customer satisfaction, service switching cost and CI directly affect SWI. However, no significant relationship was found between SQ and SWI. Again, data supported the mediating effect of customer satisfaction as well as the moderating effect of service switching cost. Research limitations/implications It is expected that the findings from this study will enable policymakers, managers and marketers to formulate better strategies and effectively implement loyalty programs, preventing their customers from switching. Originality/value This study contributes to the existing literature by testing switching costs as the quasi moderator. Moreover, this is a pioneer study to consider CI as the antecedent of SWI.

scholarly journals THE INFLUENCE OF LIQUIDITY AND PROFITABILITY TOWARD SHARE PRICE: MEDIATED EFFECT OF HEDGING (EVIDENCES FROM SHARES OF LQ-45 LISTED IN INDONESIAN STOCK EXCHANGE FOR PERIOD OF 2011 TO 2015)

2019 ◽  
Vol 7 (5) ◽  
pp. 150-160 ◽  
Author(s):  
Tigor Sitorus ◽  
Ratlan Pardede ◽  
Ardi
Keyword(s):  
Structural Equation Modelling ◽  
Structural Equation ◽  
Stock Exchange ◽  
Negative Influence ◽  
Positive Influence ◽  
Share Price ◽  
Direct Influence ◽  
Equation Modelling ◽  
New Evidence

Purpose: This study aims at investigating and testing the mediated effect of Hedging on the effect of profitability and liquidity toward share price at shares of LQ-45, listed in Indonesian Stock Exchange from2011 to 2015. The current research was conducted because the phenomenon and the fluctuations in price of shares were unavoidable. Methodology: The Structural Equation Modelling (SEM) by Amos was used to analyze the 110 observations of data. Main Findings: The result of analysis shows that; (1) the liquidity gives not significantly negative influence to share price, (2) the liquidity gives  significantly negative influence to hedging, (3) the profitability gives significantly positive influence to share price, (4) the profitability gives significantly negative influence to hedging, (5). Hedging gives significantly positive influence to share price. Implications/Applications: The present study provides new evidence that the mediated effect of Hedging on the influence of liquidity and profitability toward share price has more strength compared to the direct influence of liquidity but not for profitability.

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

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.

scholarly journals INVESTIGATING THE ROLE OF JOB SATISFACTION: DOES IT ACT AS A MODERATOR OR MEDIATOR BETWEEN ORGANIZATIONAL IDENTIFICATION AND WORK ENGAGEMENT?

2019 ◽  
Vol 6 (4) ◽  
Author(s):  
Sevcan KILIÇ AKINCI
Keyword(s):  
Job Satisfaction ◽  
Work Engagement ◽  
Social Identity Theory ◽  
Organizational Identification ◽  
Structural Equation ◽  
Mediating Effect ◽  
Business Units ◽  
Equation Modelling ◽  
The Relationship

This study extends Social Identity Theory by examining the link between organizational identification (OI) and work engagement (WE) through enhanced job satisfaction (JS) and testing it in a non-US environment, which makes contribution to the literature. The study was conducted on a large sample (527) of Turkish blue and white-collar employees from business units of 15 independent companies from 10 different industry types and data was analyzed with Structural Equation Modelling. The results showed that organizational identification is positively related with work engagement. Job satisfaction did not moderate the relationship between OI and WE, but it mediated 54 % of the effect of OI and thus, confirmed the applicability of Social Identitiy Theory in a Turkish context. Results revealed that a sense of identification may be a precondition for work engagement; but it is the mediating effect of job satisfaction, which enhances this relationship.

scholarly journals PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN, NILAI, KEPERCAYAAN DAN LOYALITAS PELANGGAN RUMAH TANGGA PADA PERUSAHAAN DAERAH AIR MINUM KOTA KENDARI

2018 ◽  
Vol 1 (1) ◽  
pp. 28
Author(s):  
Abdul Kadir ◽  
Muhammad Basri ◽  
Rodi Rodi
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Customer Value ◽  
Structural Equation ◽  
Service Improvement ◽  
Value Addition ◽  
Mediating Role ◽  
Equation Modelling ◽  
Customer Trust

This study aims to determine the effect of service quality on customer loyalty mediated by Customer satisfaction and customer value addition, it also examines, the effect of service quality on customer satisfaction, which is mediated by the effect of customer value and customer satisfaction and customer value on customer loyalty mediated by trust. The population in this study are household customers in Kendari who use the services of PDAM for 17,607 households spread are over 10 (ten) districts. The samples in this study are 391 household customers are taken with a precision of 5 % Data Collection techniques utility questionnaire. Data are analyzed by using. Structural Equation Modelling (SEM) with the help of the program, some of the important findings in this study are : (1) better service improvement of Kendari  Regional causes trust, (2) customer loyalty improvement is also achievable of the provided service is able to enhance customer value. Besides, this research also proves that trust has a mediating role between satisfaction and loyalty of our customers as well as between customer value and loyalty.Keywords: service quality, customer satisfaction, customer value, customer trust and customer loyalty.

scholarly journals Predicting the Effects of Perceived Service Quality and Logistics Service Innovation on Repurchase Intention of Instant Courier Services through Customer Satisfaction and Trust

2020 ◽  
Vol 20 (3) ◽  
pp. 177
Author(s):  
Kunthi A. Kusumawardani ◽  
Saras Asa Hastayanti
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Structural Equation ◽  
Service Innovation ◽  
Future Research ◽  
Repurchase Intention ◽  
Perceived Service Quality ◽  
Logistics Service ◽  
Equation Modelling ◽  
Courier Service

Logistics are not only playing a significant role in the business process, but they can also add value to the business, and even also determine the life of the firm. Due to its significance, the advancement of logistics is inevitable. Customers want everything faster, and they are even willing to pay more for the service. This study provides an empirical investigation of instant courier service customers in Indonesia. A total of 300 valid questionnaires were collected and assessed using structural equation modelling (SEM). The results showed that perceived service quality influences customer satisfaction and trust. On the other hand, logistics service innovation influences perceived service quality but not customer satisfaction. While trust affects customer satisfaction and repurchase intention. Moreover, customer satisfaction influences repurchase intention. This study is one of the first to evaluate and confirm the relations of service quality-repurchase intention in instant courier service. This research contributes to the literature for future research in instant courier service by providing empirical evidence in Indonesia. Keywords— Customer Satisfaction; Logistics Service Innovation; Perceived Service Quality; Repurchase Intention; Trust

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