scholarly journals KEPUASAN DAN LOYALITAS KONSUMEN PADA ONLINE MARKET DI INDONESIA

2009 ◽  
Vol 2 (2) ◽  
pp. 37
Author(s):  
F. Alia Humairah ◽  
Glory Glory
Keyword(s):  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Online Shopping ◽  
Positive Influence ◽  
The Other ◽  
Research Activity ◽  
Online Stores ◽  
The Relationship ◽  
Customer Satisfaction And Loyalty

<p>The goal of this research activity is to investigate things that will improve consumer • satifaction and loyalty of online stores in Indonesia. Researchers can take advantage of the result obtained and then inform it to companies so they know what things need to be improved to maintain their customers. The findings in this study indicate that there is a positive influence of a) adaptation (adaptation), (b) interaction (interactivity), (c) maintenance (nurturing), (d) commitment (commitment), (e) network (network), (f) diversity (assortment), (g) the ease of transaction (transaction ease), and (h) the <br />agreement of usaage (engagement) towards customer satisfaction, there is a positive <br />influence customer satisfaction to customer loyalty, there is a positive influence of Inertia towards the relationship between customer satisfaction and customer loyalty, and there is a positive influence od Trust towards the relationship between customer satisfaction to customer loyalty. The result of this research has implications for the business online which are to increase customers satisfaction and loyalty and to scholars who want to develop the theory. Further research are expected to use global online shopping as a comparison and adding the other variables that also affect customer satisfaction and loyalty in the online market.<br />keyword: Customer Satisfaction, Loyalty, and Online Market</p>

scholarly journals KEPUASAN DAN LOYALITAS KONSUMEN PADA ONLINE MARKET DI INDONESIA

2013 ◽  
Vol 6 ◽  
pp. 219
Author(s):  
F. Alia Humarah
Keyword(s):  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Positive Influence ◽  
Research Activity ◽  
Online Stores ◽  
Comparison Object ◽  
The Relationship ◽  
Customer Satisfaction And Loyalty

<span><em>The goal of this research activity is to investigate what things will improve consumer </em><span><em>satisfaction and loyalty of online stores in Indonesia. Researchers can take advantage </em><span><em>of the results obtained and then menginformasikannya and giving knowledge to </em><span><em>the company so they know what things need to be improved and safeguarded against </em><span><em>consumers shop online; as well as prevent things which will reduce consumer </em><span><em>satisfaction. </em><span><em>The findings in this study indicate that there is a positive influence a) adaptation </em><span><em>(adaptation), (b) interaction (interactivity), (c) maintenance (nurturing), (d) </em><span><em>commitment (commitment), (e) network (network), (f) diversity (assortment), (g)</em><br /><span><em>the ease of transaction (transaction ease), and (h) the agreement of usage</em><br /><span><em>(engagement) towards customer satisfaction, there is a positive influence customer </em><span><em>satisfaction to customer loyalty, there is a positive influence of Inertia, of the </em><span><em>relationship between customer satisfaction and customer loyalty, and there is a </em><span><em>positive influence Trust affect the relationship between customer satisfaction to </em><span><em>customer loyalty </em><span><em>The result of this research has implications for the business online, to increase the </em><span><em>satisfaction and loyalty of customers on the company maintains, secondly, to </em><span><em>academics who want to develop a theory that advanced. </em><span><em>Recommendations for further research are expected to be able to use the online </em><span><em>shop globally as a comparison object of research, the addition of other variables </em><span><em>also affect customer satisfaction and loyalty in the online market.</em><br /><strong><em>Keyword: </em><em>Customer Satisfaction, Loyalty and Online Market</em></strong></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span><br /></span></span>

PENGARUH KUALITAS PRODUK DAN KUALITAS PELAYANAN TERHADAP PENINGKATAN KEPUASAN DAN LOYALITAS PELANGGAN PERUSAHAAN DAERAH AIR MINUM (PDAM) KOTA MAKASSAR

2019 ◽  
Vol 3 (2) ◽  
pp. 228-244 ◽  
Author(s):  
Muhammad Rezha Pahlawan ◽  
Nurlia Nurlia ◽  
Abdul Rahman Laba ◽  
Erlina Pakki ◽  
Hardiyono Hardiyono
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Product Quality ◽  
Customer Loyalty ◽  
Indirect Effects ◽  
Analysis Method ◽  
Water Company ◽  
The Relationship ◽  
Intervening Variables ◽  
Customer Satisfaction And Loyalty

This study aims to determine the effect of Product Quality and Service Quality on Increasing Customer Satisfaction and Loyalty in Makassar Municipal Water Company (PDAM) both directly and through intervening variables or indirect effects. This study uses a quantitative approach conducted with the aim to explain the position of the variables studied and the relationship between one variable with another variable. This research will explain the causal relationship between variables through hypothesis testing. In this study, the analysis method used is path analysis using the SmartPLS program. The results of this study found that directly the product quality had a positive and significant effect on customer satisfaction, service quality had a positive and significant effect on customer satisfaction, product quality had a positive and significant effect on customer loyalty, service quality had a positive and not significant effect on customer loyalty, customer satisfaction positive and significant effect on customer loyalty. The indirect effect of this research is product quality has a positive and significant effect on customer loyalty if mediated by customer satisfaction. Service quality also has a positive and significant effect on customer loyalty if mediated by customer satisfaction.

FEATURE,NILAI, KEPUASAN DAN LOYALITAS PELANGAN

2017 ◽  
Vol 2 (1) ◽  
pp. 45-52
Author(s):  
Iha Haryani Hatta
Keyword(s):  
Structural Equation Modeling ◽  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Significant Influence ◽  
Customer Value ◽  
Structural Equation ◽  
Equation Modeling ◽  
Relationship Of ◽  
The Relationship ◽  
Customer Satisfaction And Loyalty

The aim of this study was to determine the relationship of the features of the value, satisfaction, and customer loyalty; the effect on the value of customer satisfaction and loyalty; influence of satisfaction on customer loyalty. A total of 200 merchant PT. BANK XYZ as respondents was selected randomly. Analyses were performed using structural equation modeling (SEM). The analysis showed that the feature has a significant influence on customer value, but not for customer satisfaction and loyalty. The values has a significant influence on satisfaction, but not on customer loyalty. Satisfaction has a significant influence on customer loyalty. Discussion and conclusions described in the article. Keywords: features of the value, satisfaction, customer loyalty

ANALISIS PENGARUH CITRA MEREK DAN KEPUASAN PELANGGAN TERHADAP LOYALITAS PELANGGAN SIM CARD TELKOMSEL ( Studi Kasus Pada Mahasiswa Fakultas Ekonomi Universitas Katolik Santo Thomas Sumatera Utara )

2017 ◽  
pp. 51-73
Author(s):  
Ida M Manullang
Keyword(s):  
Data Analysis ◽  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Brand Image ◽  
Positive Influence ◽  
The Other ◽  
Coefficient Of Determination ◽  
Additional Information ◽  
Sim Card ◽  
Image Variables

The purpose of this study to analyze the effect of brand image variables and customer satisfaction on customer loyalty Sim Card Telkomsel partially or simultaneously. Benefits of research, for the Academic. In addition to the literature and reference material for further research and for the Other Party. In addition to science and additional information on how to create customer loyalty. Number of samples of 60 respondents, method of data collection through questioner and documentation, method of data analysis with multiple regression The results of the first regression equation: LP = 3.503 + 0.246CM + 0.337KP This means that brand image and customer satisfaction have a positive influence on customer loyalty. The correlation coefficient (r) = .631. The coefficient of determination (r2) =. 398, meaning the variable of brand image and customer satisfaction able to explain equal to 39,8% while the rest equal to 60,2% explained by other variable outside this model. Based on the F test known the value of F = 15.672 significance 0.000

scholarly journals Examining the Relationships among Product Quality, Customer Satisfaction and Loyalty in the Bamboo Institute, Dili, Timor-Leste

2020 ◽  
Vol 2 ◽  
pp. 33-44
Author(s):  
Sabino Rua ◽  
Estanislau De Sousa Saldanha ◽  
Alvaro Menezes Amaral
Keyword(s):  
Customer Satisfaction ◽  
Product Quality ◽  
Customer Loyalty ◽  
Satisfaction Level ◽  
Timor Leste ◽  
The Relationship ◽  
Customer Satisfaction And Loyalty

The objectives of this research are to test and explain the influence of product quality and customer satisfaction on customer loyalty, in addition to customer satisfaction on the relationship between product quality and customer loyalty. A total of 190 valid questionnaires were collected from costumers of Bamboo Institute in Dili, Timor-Leste, and the relationships between 3 variables were tested using SMART-PLS 3.0. The result of the study revealed that product quality and customer satisfaction influence positively and significantly on customer loyalty, and customer satisfaction fully mediate the relationship between product quality and customer loyalty. The result of study confirms that product quality and customer satisfaction are strong antecedent factors for customer loyalty. Therefore, to enhance customer loyalty, it is important to provide the product quality that meets the customer’s satisfaction level.

scholarly journals The Mediation Effect of Customer Satisfaction on the Relationship Between Service Quality and Customer Loyalty

2020 ◽  
Vol 11 (3) ◽  
pp. 13
Author(s):  
Louisa M. Nyan ◽  
Samuel B. Rockson ◽  
Paul K. Addo
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Positive Influence ◽  
Mediation Effect ◽  
Telecommunication Sector ◽  
Customer Interaction ◽  
The Relationship ◽  
Telecommunications Companies

The aim of the study was to investigate customer satisfaction’s mediation role in the relationship between service quality and customer loyalty within Ghana’s telecommunication sector. The report followed an approach to quantitative analysis and questionnaires to collect data from 105 respondents. The statistical analysis was performed using descriptive methods and inferential statistical techniques in IBM SPSS. The mediation analysis was made using Hayes' PROCESS macro model 4. Results of the analysis showed that quality of service is a substantially positive indicator of customer loyalty. It was also evident that Service Quality had a significant and positive influence on customer satisfaction. The direction between the mediator (Customer Satisfaction) and Customer Loyalty was positive but not significant. Again, it became evident that customer satisfaction partially balances the relationship between service quality and customer loyalty. It was evident that telecommunications companies' service quality cannot be the only predictor of customer loyalty, but customer satisfaction should be considered. The study recommends that telecommunications companies in Ghana should lose the script or the strict customer interaction code, review and analyze customer interactions, make multifunctional supports available and reconnect with disgruntled customers.

scholarly journals Analysis of Competence and Service Quality on Customer Satisfaction and Loyalty in Eastern Indonesia Border Tourism

2021 ◽  
Vol 4 (2) ◽  
pp. 3016-3031
Author(s):  
Milcha Handayani Tammubua ◽  
Deni Surapto
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Quantitative Research ◽  
Research Approach ◽  
Analysis Method ◽  
Pls Analysis ◽  
Effect Hypothesis ◽  
The Relationship ◽  
Customer Satisfaction And Loyalty

The border tourism between Indonesia and Papua New Guinea is currently in great demand by many tourists. Therefore, this study aims to analyze customer satisfaction and loyalty which are influenced by competence and service quality. To test the direct and indirect effect hypothesis, this study adopts a quantitative research approach. The research instrument used was a questionnaire. The sample of this research was 192 tourists who were visiting the PLBN Skouw tour. The research data were analyzed using Partial Least Squares (PLS) analysis method with SmartPLS3.0 software. The results of this study can prove that competence can have a positive and significant effect on service quality and customer satisfaction. Customer satisfaction has a positive and significant effect on customer satisfaction and loyalty. In addition, customer satisfaction can also mediate the relationship between competence and customer satisfaction. Customer satisfaction is proven to have a positive and significant effect on customer loyalty. Customer satisfaction can also mediate the relationship between service quality and customer loyalty.

scholarly journals The Correlation Between Customers Satisfaction And Brand Loyalty Toward IM3

2020 ◽  
Vol 20 (1) ◽  
Author(s):  
Nuraini Ratnaningtyas Amarsa
Keyword(s):  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Brand Loyalty ◽  
Product Performance ◽  
Turnover Rates ◽  
Service Companies ◽  
Correlational Research ◽  
The Relationship ◽  
Loyal Customers ◽  
Customer Satisfaction And Loyalty

High customer turnover rates and intense competition among cellular service companies make companies compete to get loyal customers, one of which is done by IM3 cellular services. Complaints escalation will make customers dissatisfied. This study discusses customer satisfaction, loyal customers, and the relationship between customers, namely customer satisfaction and loyalty to the IM3 brand. This study uses a non-experimental research design with correlational research methods. The results show that there is a significant relationship to the highest value and customer satisfaction which contributes more than the total brand loyalty score. The aspect of IM3 customer satisfaction most related to brand loyalty is the aspect of price and feature variations. The majority of customers want IM3 product performance to match their expectations. Related, Between customer satisfaction and customer loyalty has a positive relationship. Keywords—Input maximum five words or phrase; in alphabetical; separated by semicolon

scholarly journals Persepsi keamanan, persepsi privasi, pengalaman serta kepercayaan terhadap belanja online

2020 ◽  
Vol 9 (1) ◽  
Author(s):  
Arman - Efendi ◽  
Rahmiati - Rahmiati
Keyword(s):  
Online Shopping ◽  
Total Sample ◽  
Positive Influence ◽  
Point Of View ◽  
Significant Positive Effect ◽  
Shopping Experience ◽  
Online Stores ◽  
Empirical Point ◽  
The Relationship ◽  
Positive Effect

This study aims to analyze: (1) The effect of security perception on trust in online shopping (2) The effect of privacy perception on trust in online shopping (3) The effect of online shopping experience on trust in online shopping. The type of research is descriptive causative. The population in this study is all Padang city communities who have made purchases through online stores. In this study the number of samples is determined using the Slovin formula with the acquisition of a total sample of 150 people taken using non-probability sampling. This research was conducted by multiple regression analysis. Regarding the proposed causal model, the data confirms the relationship established in the hypothesis. Therefore, it can be stated that (1) Security perception has a significant positive effect on online shopping trust (2) Privacy Perception has a significant positive effect on online shopping trust (3) online shopping experience has a significant positive effect on online shopping trust. This analysis highlights the positive influence of security perceptions, privacy perceptions and online shopping experiences on online shopping trust. This is clearly seen in this relationship from an empirical point of view. Keywords: Trust; security perception; privacy perception; online shopping; experience.

scholarly journals Relationship between service recovery, customer satisfaction and customer loyalty: Empirical evidence from e-retailing

2021 ◽  
pp. 1-10
Author(s):  
Anh Chi Phan ◽  
Ha Thu Nguyen ◽  
Thoa Xuan Thi Pham
Keyword(s):  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Developing Economies ◽  
Service Recovery ◽  
Recovery Process ◽  
Purchase Intentions ◽  
The Relationship ◽  
A Company ◽  
Customer Satisfaction And Loyalty

This paper presents the results of an empirical study on the relationship between service recovery quality, customer satisfaction and loyalty in Vietnam’s e-retailing. Structural Equation Modelling (SEM) is applied to analyze the data collected from experienced customers in online shopping in Vietnam from November 2018 to March 2019. The results of statistical analysis indicate that interactive fairness, outcome fairness, procedural fairness significantly impact on customer satisfaction which then increases customer loyalty. This study suggests that customer’s ability to locate and interact with technical support on a website and how a company treats the customer would significantly decide satisfaction and loyalty from customer. E-retailers in developing economies should consider service recovery process as the opportunity to gain customers’ purchase intentions.

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