The mediation relationship of customer satisfaction between service quality and repurchase intention on  e-commerce in Indonesia

<p>This research aims to determine the relationship between service qualities and repurchase intention with customer satisfaction as the mediator variable on e-commerce in Indonesia. Data were obtained from 162 respondents by using close and self-administered types of questions. The respondents independently filled the given questionnaires with the Likert scale and Structural Equation Model (SEM) was used for analysis. The findings show that customer satisfaction variable is a mediation of web service quality and repurchase intention on e-commerce in Indonesia.</p>

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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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Service Quality, Brand Attributes, Satisfaction and Loyalty of Guests Staying at Le Meridien Hotel Bali Jimbaran

E-Journal of Tourism ◽

10.24922/eot.v8i1.71451 ◽

2021 ◽

pp. 97

Author(s):

Luh Putu Triyanti Ariestiana Dewi ◽

Agung Suryawan Wiranatha ◽

I Gusti Ayu Oka Suryawardani

Keyword(s):

Service Quality ◽

Structural Equation ◽

Equation Model ◽

Hotel Service ◽

Guest Satisfaction ◽

Brand Attributes ◽

Hotel Service Quality ◽

Relationship Of ◽

The Relationship ◽

Made In

Guest satisfaction and loyalty become an indicator of the success of a hotel. Service quality and brand attributes are two components that related the satisfaction and loyalty of guests who stay at the hotel. The purposes of this study were 1) To analyse the relationship of service quality and brand attributes to the satisfaction of guests staying at the Le Meridien Bali Jimbaran hotel, 2) To analyse the relationships of service quality and brand attributes to the loyalty of guests staying at the Le Meridien Bali Jimbaran hotel, 3) To analyse the satisfaction of the guests staying at the Le Meridien Bali Jimbaran hotel. This research used quantitative method involving 100 guests who stayed overnight as the respondents. Sampling was done by accidental sampling and analysis using Structural Equation Model (SEM) with SmartPLS 3.0 software. The results showed that 1) Service quality had a significant effect on satisfaction, 2) Service quality had no significant effect on loyalty, 3) Brand attributes had a significant effect on satisfaction, 4) Brand attributes had significant influence on loyalty, and 5) Satisfaction has a significant effect on loyalty. Suggestions that can be made in this study that hotel should support loyalty, maintain and pay close attention to brand attributes that need to be improved and guest mindset influence, as well as the should find other aspects that can support and increase guest loyalty.

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THE RELATIONSHIP OF SERVICE QUALITY, TRUST, AND SATISFACTION OF MUSLIM PATIENTS IN ARAFAH ISLAMIC HOSPITAL JAMBI WITH ISLAMIC ECONOMIC APPROACH

JEBI (Jurnal Ekonomi dan Bisnis Islam) ◽

10.15548/jebi.v4i2.248 ◽

2019 ◽

Vol 4 (2) ◽

pp. 239

Author(s):

RIDHWAN RIDHWAN ◽

LUCKY ENGGRANI FITRI ◽

RACHMAT HIDAYAT

Keyword(s):

Service Quality ◽

Structural Equation ◽

Sampling Method ◽

Equation Model ◽

Primary Data ◽

Increase Patient Satisfaction ◽

Islamic Economic ◽

Relationship Of ◽

The Relationship ◽

Survey Approach

This study aimed to know the direct effect of service quality, on the satisfaction and trust of Muslim patients in Arafah Islamic hospital in Jambi city. The design of this study used a quantitative method with a survey approach to obtain primary data, namely by distributing questionnaires to 140 inpatients in Arafah Islamic hospital in Jambi city using the purposive sampling method. Then quantitative data was processed using Structural Equation Model (SEM) with the application of SmartPLS 3. The results of this study indicated that service quality has a significant effect on satisfaction and trust, as well as satisfaction has a significant effect on trust. This research was expected to make a practical contribution to management of Islamic hospital for an effort to increase patient satisfaction and trust.

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SHOPPING EXPERIENCE AND SUBJECTIVE WELL-BEING: AN EMPIRICAL STUDY

Journal of Indonesian Economy and Business ◽

10.22146/jieb.29224 ◽

2019 ◽

Vol 33 (3) ◽

pp. 273

Author(s):

Ananda Sabil Hussein

Keyword(s):

Customer Satisfaction ◽

Service Quality ◽

Structural Equation ◽

Structural Model ◽

Well Being ◽

Equation Model ◽

Subjective Well Being ◽

Shopping Experience ◽

Shopping Enjoyment ◽

The Relationship

While a traditional marketer aims to enhance customer loyalty, a social marketer focuses on the creation of individual well-being. To date, some social marketing programs have been launched to enhance individual well-being. However, only a few studies have been oriented to investigate subjective well-being, in the domain of traditional marketing. Previous studies have indicated that service quality is an important determinant of subjective well-being for a service organization’s customers. However, this notion is not enough as service quality only captures performance of service in the level of attribute. For that reason, this introduces the notion of experience quality as the determinant of subjective well-being. To have a better knowledge about the relationship between these constructs, this study also inserted the notion of customer satisfaction and perceived shopping enjoyment as mediating variables. Two hundred respondents participated in this study. These respondents were recruited at department stores in Malang, a city in the Province of East Java. A self-administered survey was conducted to collect the data. A Covariance Based Structural Equation Model (CBSEM) was employed to analyze the data. The results of a Confirmatory Factor Analysis (CFA) confirmed the model proposed. The structural model showed that the experience of shopping has significant effects on customer satisfaction, perceived shopping enjoyment, and subjective well-being. However, this study failed to prove the mediating effects of customer satisfaction and perceived shopping enjoyment in the relationship between the shopping experience and subjective well-being. Upon the completion of this study, both theoretical and practical contributions were provided.

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The Influence of Food & Beverage Quality, Service Quality, Place, and Perceived Price to Customer Satisfaction and Repurchase Intention

JOURNAL OF RESEARCH IN MANAGEMENT ◽

10.32424/jorim.v1i1.18 ◽

2018 ◽

Vol 1 (1) ◽

Cited By ~ 1

Author(s):

REZHA ARLANDA BERLIANSYAH ◽

AGUS SUROSO

Keyword(s):

Customer Satisfaction ◽

Service Quality ◽

Structural Equation ◽

Equation Model ◽

Survey Method ◽

Quality Service ◽

Repurchase Intention ◽

Perceived Price ◽

Food And Beverage ◽

Positive Effect

This type of the research is case study with survey method by using questionnaire as a toolof data collection. The study was conducted in Purwokerto area. There are many varioustype of culinary business, such as cafe, restaurant, foodstreet, foodcourt, etc. But one of themost popular in the society now is cafe and restaurant. One of the new cafe and resto thathad been just found in Purwokerto is Level Up. As a new arrival, Level Up have a uniqueconcept, place, foods and beverages, and also the services that can attract young adult inPurwokerto to visit Level Up. But, there was a decrease in the customers who visited LevelUp after a year of standing and the problem that faced by Level Up become a businessphenomenon. Based on the problems above, this research was conducted to analyze thefood and beverage quality, service quality, place, and perceived price to customersatisfaction and repurchase intention. Respondents of this research are 165 respondentscame from consumers in Purwokerto who have been visited Level Up Purwokerto. Thisresearch uses SEM (Structural Equation Model) as analysis tools technique. Statisticalsoftware SPSS is used to analyze the data. The result of hypothesis testing using T-test is inthe following: (1) Food and beverage quality has positive effect on customer satisfaction. (2)Service quality has positive effect on customer satisfaction. (3) Place has a positive but nosignificant effect on customer satisfaction. (4) Perceived price has a positive effect oncustomer satisfaction. (5) Customer satisfaction has a positive effect on repurchaseintention.

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PENGARUH 4P DAN KUALITAS LAYANAN TERHADAP KINERJA PEMASARAN MELALUI MOTIVASI MEMBELI - AGEN PERUSAHAAN PT. ERATAMA PUTRA MANDIRI BANYUWANGI

Jurnal Ilmu Manajemen (JIMMU) ◽

10.33474/manajemen.v3i2.1576 ◽

2020 ◽

Vol 3 (2) ◽

pp. 106

Author(s):

Ice Ratna Kumala

Keyword(s):

Quality Of Service ◽

Service Quality ◽

Structural Equation ◽

Marketing Mix ◽

Equation Model ◽

Indicator Variable ◽

Latent Constructs ◽

Relationship Of ◽

The Relationship

AbstrakPenelitian ini bertujuan untuk menganalisa pengaruh 4P dan kuualitas layanan terhadap kinerja melalui motivasi membei Agen Perusahaan terhadap kinerja PT. Eratama Putra Mandiri Banyuwangi. Analisis data menggunakan SEM Structural Sqution Model) Dan program PLS GSCA. Populasi penelitian ini berjumlah 130 Agen dan sampel yang diambil 60 Age dengan metode Convenience sampling. Hasil penelitiian menunjukkan bahwa : Dari persamaan struktural dapat diketahui hubungan konstruk laten eksogen terhadap konstruk laten endogen. terlihat bahwa variabel Kinerja (Y)lebih dominan dipengaruhi oleh variabel latent Motivation (X3) yaitu dengan nilai pengaruh tertinggi sebesar 0,587adalah 58.7 %. Sedangkan Motivation (X3) ternyata lebih dominan dipengaruhi oleh variabel Service Quality (X2), dimana indikator (variabel manifest) yang paling baik dalam membentuk variabel Service Quality (X2) adalah X2.5 (Empaty) dengan loading faktor tertinggi sebesar 0,893adalah 89,3 % . Dengan demikian apabila pihak manajemen ingin meninggikan nilai variabel Service Quality (X2) maka rekomendasi secara statistik mengenai indikator perlu diprioritaskan untuk diperbaiki adalah indikator X2.5 (Empaty)Kata Kunci: Kualitas Layanan, Motivasi membeli, Kinerja Pemasaran AbstractThis study aims to analyze the influence of 4P and the quality of service to performance through buying motivation Agent Company to the performance of PT. Eratama Putra Mandiri Banyuwangi. Data analysis using SEM Structural Equation Model) and GSCA PLS program The population of this study amounted to 130 Agents and samples taken 60 Agen by the method. Marketing Mix Analysis and quality of service to motivation to buy Consument to buy Fish Products in PT Eratama Putra Mandiri. Continuity of a company can be influenced by the marketing strategy and quality of service performed by the company given to influence the motivation of consumers to buy. This study aims to determine the effect of 4P marketing and service quality that has been done by the company PT. Eratama Putra Mandiri in affecting Motivation buy products by customers to buy Seafood Product. The results showed that: Equations we can know the relationship of exogenous latent constructs to endogenous latent constructs. it can be seen that performance variable (Y) is more dominant influenced by latent motivation variable (X3) that is with highest value of influence equal to 0,587 is 58,7 %. While Motivation (X3) is more dominantly influenced by Service Quality (X2) variable, where the best indicator (variable manifest) in establishing Service Quality (X2) variable is X2.5 (Empathy) with loading factor highest is 0.893 is 89%. Thus if the management wants to raise the value of Service Quality (X2) variable then the statistical recommendation of the indicators should be prioritized for improvement is the indicator X2.5 (Empathy)Keywords: Marketing Mix 4P, Service Quality, Buying Motivation

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A Study of Relationship Among Service Quality of E-Commerce Websites, Customer Satisfaction, and Purchase Intention

International Journal of E-Business Research ◽

10.4018/ijebr.2020070103 ◽

2020 ◽

Vol 16 (3) ◽

pp. 42-59

Author(s):

Sanjay Dhingra ◽

Shelly Gupta ◽

Ruchi Bhatt

Keyword(s):

Customer Satisfaction ◽

Service Quality ◽

Purchase Intention ◽

Structural Equation ◽

Reliability And Validity ◽

Measurement Model ◽

Equation Model ◽

The Impact ◽

The Relationship

The purpose of this study is to analyze the impact of online service quality of e-commerce websites on customer satisfaction and purchase intention. The study identifies the dimensions of e-service quality on the basis of the literature review, which are website design, reliability, responsiveness, trust, and personalization. A survey of 278 avid users of three popular websites was taken to validate the model. The reliability and validity of the questionnaire were checked through the measurement model and the structural equation model was used to confirm the relationship among the dimensions. The result shows that trust is the only e-service quality dimension that significantly influences overall service quality. The relationship between overall e-service quality and customer satisfaction as well as customer satisfaction and purchase intention was found statistically significant.

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Indonesia PENGARUH LITERASI KEUANGAN TERHADAP INKLUSI KEUANGAN DENGAN MENGGUNAKAN SOCIAL CAPITAL SEBAGAI VARIABEL MEDIATOR

Jurnal Manajemen ◽

10.31937/manajemen.v12i1.1522 ◽

2020 ◽

Vol 12 (1) ◽

pp. 16-33

Author(s):

Maya Angela Natalia ◽

FLORENTINA KURNIASARI ◽

Ernie Hendrawaty ◽

Vina Medya Oktaviani

Keyword(s):

Social Capital ◽

Financial Institutions ◽

Financial Literacy ◽

Structural Equation ◽

Equation Model ◽

Financial Inclusion ◽

The Government ◽

Relationship Of ◽

The Relationship ◽

Mediator Variable

Abstract-MSMEs plays an important role to support Indonesia’s economic growth. There is an urgency to increase the financial literacy and skills for MSMEs, especially in managing their fund to make their businesses alive. The government believed that the financial literacy was one way to achieve the society prosperity by taking advantage from the collectivisim culture of Indonesian. This study is to examine the effect of financial literacy on financial inclusion by using social capital mediation at MSMEs in South Tangerang City. The questionnaires were distributed to some MSME’s district in South Tangerang regency. All data collection were furthered analyzed using Structural Equation Model on AMOS 24. The research showed that financial literacy does not affect financial inclusion, financial literacy affects social capital and social capital as a mediator variable on the relationship of financial literacy affects financial inclusion in MSMEs in South Tangerang City. It can be concluded that there is an influence of social capital that connects financial literacy to financial inclusion. All the stakeholders in the financial ecosystem in Indonesia, including financial institutions and the government as regulators, will be better to use the power of social capital to increase financial literacy and financial inclusion in Indonesia. Keywords: Financial Literacy, Financial Inclusion, Social Capital, SMEs, South Tangerang City

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Pengaruh E-Service Quality dan Perceived Value Terhadap Repurchase Intention Dengan Customer Satisfaction Sebagai Variabel Mediasi Pada Bisnis E-Commerce

Jurnal Manajemen Bisnis dan Kewirausahaan ◽

10.24912/jmbk.v4i5.9231 ◽

2020 ◽

Vol 4 (5) ◽

pp. 217

Author(s):

Novandy Yusanida Wiryana ◽

Rezi Erdiansyah

Keyword(s):

Data Collection ◽

Customer Satisfaction ◽

Service Quality ◽

Structural Equation ◽

Sampling Method ◽

Perceived Value ◽

Equation Model ◽

Survey Method ◽

Repurchase Intention ◽

Processing Data

The purpose of this study is to determine the effect e-service quality and perceived value on repurchase intention through customer satisfaction as a mediating variable in e-commerce business. The research was conducted quantitatively through survey method as many as 165 respondents toward customer at least had made transactions with e-commerce in West Jakarta Region. The sampling method uses non probability such as purposive sampling. The method of data collection is done by distributing questionnaries online and processing data uses SPSS and LISREL 8.70 for structural equation model (SEM). The result of the research hypothesis show that e-service quality, perceived value and customer satisfaction have a positive and significant effect on repurchase intention and customer satisfaction madiates the effect of e-service quality and repurchase intention on repurchase intention.

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The Effect of Service Quality on Customer Loyalty Mediated by Customer Satisfaction in Tourism Villages in Badung Regency

Jurnal Ekonomi & Bisnis JAGADITHA ◽

10.22225/jj.7.1.1626.46-52 ◽

2020 ◽

Vol 7 (1) ◽

pp. 46-52

Author(s):

I Gusti Ngurah Surahman ◽

Putu Ngurah Suyatna Yasa ◽

Ni Made Wahyuni

Keyword(s):

Customer Satisfaction ◽

Service Quality ◽

Customer Loyalty ◽

Structural Equation ◽

Partial Least Square ◽

Least Square ◽

Mediating Effect ◽

Equation Modeling ◽

Relationship Of ◽

The Relationship

The aims of this research was to determine the effect of service quality with customer loyalty. And customer satisfaction as a mediator between the relationship of service quality with customer loyalty. This research was collected data from 100 respondents who were customers who visited the Tourism Village in Badung Regency. The data were analyzed using structural equation modeling with partial least square approach. The results indicate an insignificant direct effect of service quality on customer loyalty. Significant direct influence on service quality with customer satisfaction, and customer satisfaction with customer loyalty. Furthermore, the results show an indirect effect between service quality and customer loyalty, which is mediated by customer satisfaction. The findings was empirically indicate that service quality has a negative effect on customer satisfaction. And customer satisfaction has a full mediating effect, customer satisfaction is important explaining the quality of service to drive customer loyalty. Based on the results it can be concluded that this research offers empirical evidence of the relationship of service quality, customer satisfaction and customer loyalty. This research makes a theoretical contribution to clarifying the high level of service quality increasing customer loyalty through customer satisfaction.

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