PENGARUH CONTROLLABILITY ATTRIBUTION DAN STABILITY ATTRIBUTION TERHADAP SATISFACTION MELALUI FIRM RESPONSIBILITY DAN RECOVERY EXPECTATION

Objectives of this research was to investigate how and why other-customer misbehavior has a negative influence on customer satisfaction with the service firm. The design of this research applies a survey in Telkomsel to interview the customers for testing the hypothesis. Meanwhile the required data consist of five variables are controllability attribution, stability attribution as independent variables, firm responsibility, and recovery expectation as intervening variable. Finally, satisfaction as dependent variable. The aggregate numbers of customer being respondent of the study are 130 customers. Data analysis used in this research was consists of Structural Equation Modelling by AMOS 6.0 as software. Result of this research concludes that people consider another customer's failure to be the firm's responsibility when they perceive that the failure is under the firm's volitional control (i.e. controllability attribution). This controllability attribution leads to customer expectations of compensation for recovery from dissatisfaction. Keywords: Call center, customer service, controllability attribution, service satisfaction, recovery expectation.

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Anteseden dan Konsekuensi dari Perceived Trustworthiness Pada Produk Jersey Tim Sepakbola di Online Shop Kaskus

Jurnal Madani : Ilmu Pengetahuan, Teknologi dan Humaniora ◽

10.33753/madani.v3i2.106 ◽

2020 ◽

Vol 3 (2) ◽

pp. 174-185

Author(s):

Pandu Adiguna ◽

Nugroho Widhi Pratomo

Keyword(s):

Social Media ◽

Data Analysis ◽

Structural Equation ◽

Purchase Behavior ◽

Sampling Techniques ◽

Model Data ◽

Purposive Sampling ◽

Independent Variables ◽

Equation Modelling ◽

Perceived Security

The objectives of this research was analyzed the effect of behavioral attitude, the effect of cognitive perception, the effect of perceived security, the effect of perceived privacy and the effect of perceived trustworthiness. A sampling with purposive sampling techniques of a man who use original or non original jersey as the respondents provided the data that were analyzed for this study. Using a sub-set of the sample consisting of a man who use original or non original jersey was used to test six hypothesized relationships in the model. Data analysis in this research was used structural equation modelling (SEM) to test the independent variables influence the dependent variable. The result of this research conclude that the effect of positively and significantly perceived trustworthiness towards purchase behavior customer of online shop product in social media kaskus. Abstrak Tujuan dari penelitian ini adalah menganalisis pengaruh sikap perilaku, pengaruh persepsi kognitif, pengaruh keamanan yang dirasakan, pengaruh privasi yang dirasakan dan pengaruh persepsi kepercayaan.Pengambilan sampel dengan teknik purposive sampling dari seorang pria yang menggunakan kaus asli atau tidak asli sebagai responden memberikan data yang dianalisis untuk penelitian ini. Menggunakan sub-set sampel yang terdiri dari seorang pria yang menggunakan jersey asli atau tidak asli digunakan untuk menguji enam hubungan hipotesis dalam model. Analisis data dalam penelitian ini menggunakan pemodelan persamaan struktural (SEM) untuk menguji pengaruh variabel independen terhadap variabel dependen.Hasil penelitian ini menyimpulkan bahwa pengaruh kepercayaan yang dirasakan secara positif dan signifikan terhadap perilaku pembelian pelanggan produk toko online di media sosial. kaskus. Kata Kunci : Sikap Prilaku, Persepsi Kognitif, keamanan, Privasi, Kepercayaan

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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)

Humanities & Social Sciences Reviews ◽

10.18510/hssr.2019.7519 ◽

2019 ◽

Vol 7 (5) ◽

pp. 150-160 ◽

Cited By ~ 1

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.

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ANTESEEDEN DAN KONSEKUENSI DARI SEVERITY OF OTHER CUSTOMER FAILURE

Jurnal Manajemen dan Pemasaran Jasa ◽

10.25105/jmpj.v4i1.487 ◽

2011 ◽

Vol 4 (1) ◽

pp. 73

Author(s):

Nina Budiwati ◽

Asep Hermawan

Keyword(s):

Data Analysis ◽

Customer Satisfaction ◽

Structural Equation Model ◽

Structural Equation ◽

Service Recovery ◽

Equation Model ◽

Unit Of Analysis ◽

Recovery Expectations ◽

Employee Effort ◽

Customer Misbehavior

The background of this research was to conduct a profound study of impact of other-customer failure The purpose of this paper is to investigate how and why other-customer misbehavior has a negative influence on customer satisfaction with the service firm. The objectives of this research was : (a) the effect of controllability to firm responsibility, (b) the effect of stability to firm responsibility, (c) the effect of firm responsibility to customer satisfaction, (d) the effect of firm responsibility to service recovery expectations, (e) the effect of service recovery expectations to customer satisfaction, (f) the effect of severity of other customer failure to service recovery expectations, (g) the effect of severity of other customer failure to customer satisfaction, (h) the effect of perceived employee effort to customer satisfaction. The design of this research applies a survey toward unit of analysis on hotels services by interview the customers for testing hypothesis. Meanwhile the required data consist of seventh variables which are controllability attributions, stability attributions, firm responsibility, service recovery expectation, severity of other customer failure, perceived employee effort and customer satisfaction. The aggregate numbers of hotels guests being respondent of the study are 200. Data analysis used in this research was consists of Structural Equation Model Analysis by AMOS 6 as software. The result of this research conclude that controllability and stability attributions had an effect to firm responsibility, firm responsibility had an effect to service recovery expectations, severity of other customer failure had an effect to service recovery expactations, and perceived employee effort had an effect to customer satisfaction. Meanwhile firm responsibility had an effect to customer satisfaction, service recovery expectations had an effect terhadap customer satisfaction, severity of other customer failure had an effect to customer satisfaction. Keywords: Service recovery expectations, severity of other customer failure, and customer satisfaction

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ISLAMIC MODERATION (WASATIYYAH) MANIFESTATION OF PRACTICES: AN ELABORATION OF ITS DEGREE OF EFFECTIVENESS

Humanities & Social Sciences Reviews ◽

10.18510/hssr.2019.7121 ◽

2019 ◽

Vol 7 (1) ◽

pp. 171-179

Author(s):

Muhamadul Bakir Hj. Yaakub ◽

Khatijah Othman ◽

Nik Nadian Nik Nazli

Keyword(s):

Data Analysis ◽

Conceptual Understanding ◽

General Principle ◽

Structural Equation Modelling ◽

Structural Equation ◽

Higher Learning ◽

Quantitative Methodology ◽

Equation Modelling

Purpose: The study is an attempt to elaborate on students' development explicitly, understanding and practices of Islamic Moderation Personality (IMP) in Malaysian Higher Learning Institution (MHLI). The measurement of the development of their understanding, especially in term of its representation of IMP is underlined. Based on this measurement, personal conceptual beliefs, understanding principles in life and the manifestation of IMP able to make a person different compared to others. In this article, the cause of differences is measured by comparing the intensity of IM practices and the manifestation types and patterns. Methodology: The method used in this study is a quantitative methodology, and by using the questionnaires, the survey has been conducted to 508 respondents in six MHLIs. The data analysis was performed using Structural Equation Modelling (SEM) method with the help of AMOS software version 23. Results: The survey administered to the students of MHLI showed a higher level of IMP manifestation expressed by their self-conceptual understanding and attitudinal paradigm through attitude to Allah SWT, attitude to own-self, and attitude to others. These strongly contributed to self-satisfaction personality in achieving awareness, perfection, and reasonable state of balanced and robust willingness. Simultaneously, item practices acted as a mediator between Islamic moderation conceptual paradigm and its manifestation practices. Implications: The finding provides a foundation for further research in IMP manifestation, both as a general principle in life and specific domains such as religion, education, and socialization practices.Hence, IM as a complete balanced system in life should be adopted and practiced accurately and precisely according to the revelation sources.

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Social Media Utilisation and Business Performance of Hotels in Lebanon

Journal of Global Information Management ◽

10.4018/jgim.2020070104 ◽

2020 ◽

Vol 28 (3) ◽

pp. 58-76 ◽

Cited By ~ 2

Author(s):

Firas Mohamad Halawani ◽

Patrick C.H. Soh ◽

Yahya Mohamad Halawani

Keyword(s):

Social Media ◽

Data Analysis ◽

Structural Equation ◽

Business Performance ◽

Organization Performance ◽

Modelling Method ◽

Equation Modelling ◽

Hotel Managers ◽

Business Sectors ◽

Social Media Strategy

Several studies on social media from a users' perspective have been conducted. However, less attention has been paid to the effect of social media on organization performance, particularly among hotels. The aim of the study is to investigate the effect of social media on hotels' business performance as well as assessing the moderating effect of the hotel classification. In this study, a structural equation modelling method has been used for data analysis. The survey data was gathered from a sample of 146 hotels in Lebanon. Data analysis results demonstrate a positive and significant relationship between social media characteristics (visibility and association but not editability) on hotel business performance. The findings present valuable implications for hotel managers to direct their social media strategy and to capitalize on the possible benefits of social media to increase the business performance of hotels. In addition, the findings could also provide useful insights into other business sectors that have the intention to invest in social media.

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The perceived impact of successful outsourcing on customer service management

Supply Chain Management An International Journal ◽

10.1108/13598540510624223 ◽

2005 ◽

Vol 10 (5) ◽

pp. 402-411 ◽

Cited By ~ 20

Author(s):

Kok Wei Khong

Keyword(s):

Customer Service ◽

Structural Equation ◽

Service Management ◽

Single Equation ◽

Key Factors ◽

Content Type ◽

Equation Modelling ◽

Dependent Variables ◽

Customer Service Management ◽

Perceived Impact

PurposeThe purpose of this paper is to examine the perceived impact of outsourcing on customer service management.Design/methodology/approachThe examination was conducted via a survey on 124 companies in Malaysia. Using the framework from Elmuti, factors manifesting customer service management were regressed on the key factors manifesting successful outsourcing. Hence a model was contrived. Structural equation modelling (SEM) was used to estimate the model.FindingsThe model was able to provide predictive implications on customer service management, given the activities of key factors manifesting successful outsourcing. In other words to improve customer service management, companies could control their outsourcing activities.Originality/valueThis paper offers an approach to measure the effects of multiple independent variables on multiple dependent variables. Using SEM, multivariate analyses were mathematically represented in a single equation. In this equation, companies could holistically compose strategies to optimise their management in customer service.

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Accessibility, Security, Trust, Service Quality, and Satisfaction the Most Significant Antecedents Affects Online Banking Users

Journal of Computational and Theoretical Nanoscience ◽

10.1166/jctn.2019.8552 ◽

2019 ◽

Vol 16 (12) ◽

pp. 4985-4990

Author(s):

Jamal Mohammed Esmail Alekam ◽

Sany Sanuri bin Mohd. Mokhtar ◽

Salniza Bt Md. Salleh

Keyword(s):

Data Analysis ◽

Structural Equation ◽

Online Banking ◽

Future Research ◽

Intention To Use ◽

Young Generation ◽

Electronic Document ◽

Equation Modelling ◽

Antecedents And Consequences ◽

The Relationship

Online banking adoption among young generation, antecedents, and consequences is the current and important issue, therefore the objective of this research is to analysis, the antecedents and consequences of Intention and Satisfaction that affect online banking adoption. This research was carried out because lack of studies in this area, however, this research have examined the influence of security, trust, on the intention to use online banking and examine the relationship between intention to use online banking and adoption of online banking. In addition satisfaction on the adoption of online banks among young generation. The Partial Least Squares Structural Equation Modelling (PLS-SEM) was employed in the data analysis. The findings revealed a strong significant relationship between the variables. The study concludes with a discussion on the contributions, limitations as well as suggestions for future research. This electronic document is a “live” template and already defines the components of your paper [title, text, heads, etc.] in its style sheet.

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PERAN SCARCITY MARKETING DAN PERCEIVED VALUE TERHADAP PURCHASE INTENTION PADA PENGGUNA TRAVELOKA

JMBI UNSRAT (Jurnal Ilmiah Manajemen Bisnis dan Inovasi Universitas Sam Ratulangi). ◽

10.35794/jmbi.v8i1.32440 ◽

2021 ◽

Vol 8 (1) ◽

Author(s):

Carolina Heriyanto ◽

Adrie Oktavio ◽

Thomas Stefanus Kaihatu

Keyword(s):

Data Analysis ◽

Structural Equation Modelling ◽

Purchase Intention ◽

Structural Equation ◽

Positive Impact ◽

Perceived Value ◽

Partial Least Square ◽

Least Square ◽

Limited Time ◽

Equation Modelling

Abstrak - Penelitian ini dibuat dengan tujuan untuk mengetahui peran dari scarcity marketing dan perceived value terhadap purchase intention pada pengguna Traveloka. Scarcity marketing dalam penelitian ini berperan sebagai variabel bebas yang dibagi menjadi 2 jenis yaitu limited-time scarcity (X1) dan limited-quantity scarcity (X2). Variabel perceived value (Y1) berperan sebagai variabel mediasi dan purchase intention (Y2) sebagai variabel terikat. Penelitian ini menggunakan metode penelitian kuantitatif dengan menyebarkan kuesioner kepada 100 orang pengguna Traveloka dengan kriteria pernah melihat promo Traveloka dengan scarcity marketing dan telah melakukan transaksi minimal 2x dalam 2 tahun terakhir sebagai teknik pengumpulan data. Teknik analisis data yang digunakan yaitu Structural Equation Modelling - Partial Least Square (SEM-PLS). Selanjutnya, berdasarkan hasil pengujian melalui software SmartPLS, didapatkan hasil bahwa limited-quantity scarcity berpengaruh signifikan positif terhadap perceived value. Selain itu kedua jenis scarcity marketing juga memberikan pengaruh positif dan signifikan terhadap purchase intention.Kata Kunci: scarcity marketing; limited-time scarcity; perceived value; limited-quantity scarcity; purchase intention Abstract - This study examines the role of scarcity marketing and perceived value on purchase intention of Traveloka users. Scarcity marketing in this study acts as an independent variable which is divided into 2 types of scarcity, limited-time scarcity (X1) and limited-quantity scarcity (X2). Perceived value (Y1) as a mediating variable and purchase intention (Y2) as the dependent variable. The method used for this research is quantitative and the data collected by distributing questionnaires to 100 Traveloka users which has ever seen scarcity marketing on Traveloka promos and has made at least 2x transactions in the last 2 years. Furthermore, Structural Equation Modelling - Partial Least Square (SEM-PLS) was used as the data analysis technique. Based on the data analysis results through SmartPLS software, found that limited-quantity scarcity had a significant and positive effect on perceived value. In adition the two types of scarcity marketing also had significant and positive impact on purchase intention.Keywords: scarcity marketing; limited-time scarcity; perceived value; limited-quantity scarcity; purchase intention

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The Influence of CSR Practices on Lebanese Banking Performance: The Mediating Effects of Customers’ Expectations

Sustainability ◽

10.3390/su14010268 ◽

2021 ◽

Vol 14 (1) ◽

pp. 268

Author(s):

Zeina Hassanein ◽

Mehmet Yeşiltaş

Keyword(s):

Structural Equation ◽

Positive Impact ◽

Partial Least Square ◽

Least Square ◽

Primary Data ◽

Mediating Effects ◽

Customer Expectations ◽

Equation Modelling ◽

Corporate Social ◽

The Impact

Corporate social responsibility (CSR) issues in developing markets have acquired a lot of attention. Organisations around the globe apply a diversified set of technologies to approaching customer expectations through banking performance. This study examines the impact of CSR on Lebanese banking performance. Primary data from questionnaires were used. A total of 1000 observations were collected using a 5-point Likert scale method adopted to formulate the items. The questionnaire was tested to assess its trustworthiness regarding data collection. Partial least square structural equation modelling (PLS-SEM) was used to test the hypothesis. The overall results demonstrated the significance of CSR in terms of meeting customers’ expectations and maintaining banking performance. All CSR dimensions demonstrated a positive impact on customer expectations and Lebanese banking performance. Moreover, customer expectations proved to be a mediator between CSR and banking performance, although there was partial mediation between CSR and banking performance.

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PENGARUH MANAJEMEN KARIR TERHADAP KEPUASAN KARIS MELALUI KOMPETENSI PEGAWAI

Jurnal Manajemen dan Pemasaran Jasa ◽

10.25105/jmpj.v6i0.513 ◽

2013 ◽

Vol 6 ◽

pp. 163

Author(s):

Hengky Pangestu

Keyword(s):

Data Analysis ◽

Structural Equation Modelling ◽

Structural Equation ◽

Career Satisfaction ◽

Career Management ◽

Future Research ◽

Industry Development ◽

Equation Modelling ◽

The Future ◽

Management Career

The purpose of this research is to acknowledge the effect of a career management toward the career satisfaction through the career competency of the staff at Park Lane Hotel, Jakarta. The data samples of this research are random spread to the hotel staffs. Out of 125 respondents from all levels of staff positions in Park Lane Hotel, only 120 data are performed. The data analysis in this research is measured by Structural Equation Modelling with Amos 6.0. Due to data analysis, it is discovered that career management has a positive and significant effects toward the career satisfaction of the hotel staafs, as to the career management has no effect to the career competency of the hotel staffs. The career competency has positive and significant effect to the career satisfaction, and the career competency cannot mediated the relation between career management to the career satisfaction of the hotel staffs. The implication for the manager of the Park Lane Hotel, Jakarta is to give serious activities concerning the career management to the staff that will assist them to gain more knowledge of the update industry development to gain higher in the career satisfaction of the staffs. In the future research, it needs more details concerning the organization effect and individual and culture factors of the staffs. Keywords : career management, career satisfaction and career competency.

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