scholarly journals ANTESEDEN DAN KONSEKUENSI DARI PRICE SATISFACTION

2012 ◽  
Vol 5 (1) ◽  
pp. 13
Author(s):  
Steven Dharma ◽  
Asep Hermawan
Keyword(s):  
Customer Satisfaction ◽  
Structural Equation Model ◽  
Structural Equation ◽  
Word Of Mouth ◽  
Equation Model ◽  
Relative Price ◽  
Price Fairness ◽  
Validity And Reliability ◽  
Price Transparency ◽  
The Impact

<span><em>The purpose of this paper is to explore the antecedents and consequents of price satisfaction. </em><span><em>It argues that price satisfaction is composed of several dimensions (price transparency, pricequality ratio, relative price, price confidence, price reliability, and price fairness) and that </em><span><em>companies should consider these dimensions when monitoring customer price satisfaction.</em><br /><span><em>Based on a theoretical discussion of the price dimensions, a questionnaire is developed that </em><span><em>measures customer satisfaction with individual price dimensions. Using structural equation </em><span><em>model analysis, the impact of price satisfaction dimensions on overall price satisfaction is </em><span><em>measured, using a sample of 100 respondent that also customers from several car workshops.</em><br /><span><em>The research was analyzed with Structural Equation Model to analyze the path effect between </em><span><em>the variable to answer the hypothesis testing. Before doing the structural equation model, the</em><br /><span><em>data was tested with instrument testing, consist of validity and reliability test. Goodness fit </em><span><em>measure was also used to make sure that the structural equation model in good fit condition.</em><br /><span><em>The result showed that price satisfaction, price confidence, price quality ratio, price fairness, </em><span><em>and price transparency have significant effect toward price satisfaction. The relative price </em><span><em>variable didn’t have significant effect toward price satisfaction. For the price satisfaction </em><span><em>toward word of mouth, also didn’t give significant result. Based on the measurement of price </em><span><em>satisfaction, managers are able to identify the drivers of price satisfaction, their satisfaction </em><span><em>and relative importance in different market segments and, consequently they are able to take </em><span><em>the right measures to increase customer satisfaction and word of mouth.</em><br /><strong><em>Keywords : </em><em>Price satisfaction, word of mouth, car workshop.</em></strong></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span><br /></span></span>

scholarly journals COMMITMENT SEBAGAI VARIABEL MEDIASI PENGARUH TRUST TERHADAP REPURCHASE INTENTION PADA RESTORAN WARALABA LOKAL

2017 ◽  
Vol 20 (1) ◽  
pp. 1
Author(s):  
Sri Vandayuli Riorini
Keyword(s):  
Customer Satisfaction ◽  
Structural Equation Model ◽  
Structural Equation ◽  
Affective Commitment ◽  
Word Of Mouth ◽  
Positive Influence ◽  
Equation Model ◽  
Repurchase Intention ◽  
Continuance Commitment ◽  
Affective Trust

Waralaba merupakan bentuk bisnis ritel khususnya restoran yang semakin berkembang dan menjanjikan. Persaingan menjadi semakin ketat ditambah masuknya franchisor asing. Loyalitas pelanggan merupakan kunci untuk memenangkan persaingan. Tujuan dari penelitian ini adalah untuk menganalisis Trust, Affective commitment, Continuance commitment terhadap Repurchase intention. Responden sebagai sampel dalam penelitian ini sebanyak 200 responden yang berkunjung ke restoran waralaba lokal, yang dipihih dengan menggunakan teknik Purposive sampling. Selanjutnya, metode analisis data menggunakan Teknik Structural Equation Model. Hasil penelitian menemukan bahwa seluruh Hipotesis yang dikemukakan dapat didukung, dimana (1) terdapat pengaruh positif Trust terhadap Affective commitment, (2) terdapat pengaruh positif Trust terhadap Continuance commitment, (3) terdapat pengaruh positif Affective trust terhadap Repurchase intention, (4) terdapat pengaruh positif Continuance commitment terhadap Repurchase intention, dan (5) terdapat pengaruh positif Trust terhadap Repurchase intention. Selanjutnya, ditemukan pula bahwa (1) Affective dan Continuance commitment merupakan variabel mediasi antara Trust dan Repurchase intention, dan (2) Continuance commitment merupakan faktor yang lebih kuat dalam mempengaruhi Trust, dan Repurchase intention dibandingkan Affective commitment. Untuk penelitian selanjutnya disarankan agar penelitian ini diterapkan pada jenis waralaba lokal lainnya, seperti department store, convenience store, specialty store, supermarket, dan hypermarket, serta menambahkan Service quality dan Customer satisfaction sebagai anteseden dari Trust dan Word-of-mouth sebagai konsekuensi dari Commitment.Franchising is a form of retail businesses, especially those of growing and promising restaurants. Competition is becoming more tightly multiplied by the entry of foreign franchisors. Customer loyalty is the key to win the competition. The purpose of this study is to analyze the trust, affective commitment, continuance commitment towards repurchase intention. Respondents as the sample of this study were 200 respondents who visited local franchise restaurants, chosen by using Purposive Sampling technique. Furthermore, the method of data analysis applies the Structural Equation Model techniques. The study finds that the entire hypothesis presented can be supported, where there are (1) a positive influence of trust towards affective commitment, (2) a positive influence of trust towards continuance commitment, (3) a positive affective trust towards repurchase intention, (4) a positive influence continuance commitment towards repurchase intention, and (5) a positive effect of trust towards repurchase intention. Furthermore, it is also found that (1) affective and continuance commitment is a mediator variable between the trust and repurchase intention, and (2) continuance commitment is a stronger factor in influencing the trust and repurchase intention than affective commitment. For further study, it is recommended that this research be applied to other types of local franchises, such as department stores, convenience stores, specialty stores, supermarkets and hypermarkets, as well as adding service quality and customer satisfaction as antecedents of trust and word-of-mouth as a consequence of the commitment

scholarly journals EFEK CUSTOMER CUSTOMER INTERACTION TERHADAP SATISFACTION DAN WORD OF MOUTH PADA HOTEL MANDARIN ORIENTAL

2016 ◽  
Vol 8 (2) ◽  
pp. 101
Author(s):  
Putri Hijir
Keyword(s):  
Customer Satisfaction ◽  
Structural Equation ◽  
Word Of Mouth ◽  
Positive Impact ◽  
Equation Model ◽  
Primary Data ◽  
Analysis Method ◽  
Customer Interaction ◽  
Personal Interaction ◽  
The Impact

<p>The background of this research was the effect of Customer to Customer Interaction affect satisfaction, word of mouth, in mandarin oriental hotel. The objective of this research is to examine the impact of Customer satisfaction, Service Atmosphere, Personal Interaction, Customer Customer Interaction, Word of Mouth. The design of this research applies primary data obtained by distributing questionnaires to 200 customer who are using Mandarin Oriental Hotel. Data analysis method used in this research is Structural Equation Model (SEM). The result of this research there is positive impact Personal Interaction Quality toward customer Satisfaction, there is positive impact Service Atmosphere toward Customer Satisfaction, there is positive impact Service atmosphere toward Customer Customer Interaction, there is positive impact Customer Customer Interaction toward Customer Satisfaction, there is positive impact Customer Customer Interaction toward Word of Mouth, there is positive impact Customer Satisfaction toward Word of Mouth.</p>

scholarly journals ANALISIS PENGARUH EXPERIENTIAL MARKETING DAN HARGA TERHADAP CUSTOMER LOYALTY SMARTPHONE BERSISTEM OPERASI ANDROID DI KOTA BENGKULU

2020 ◽  
Vol 3 (2) ◽  
Author(s):  
Meiffa Herfianti ◽  
Rika Dwi Yulihartika
Keyword(s):  
Customer Satisfaction ◽  
Structural Equation Model ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Word Of Mouth ◽  
Equation Model ◽  
Experiential Marketing ◽  
Intermediate Variable

The purpose of this study was to investigate the effect of experiential marketing and price on customer loyalty through customer satisfaction as intermediate variable. Explanatory research was conducted by using questionnaires. The quistionnaires were distributed to the 250 respondent who had utilized smartphone OS Android more than 1 years. In the data analisys, the researcher used Structural Equation Model (SEM) with AMOS. The results show that the models were appropriate with the Goodness and Index Criteria Chisquare total = 469.122; and significance probability = 0,000; RMSEA = 0,071; CMN/DF = 1,938; TLI = 0,957; CFI = 0,896; GFI = 0,893 and AGFI = 0,947. According to the results, it can be concluded that the model was accepted. There are some implication from this study. Android. Inc., must create a point of differentiation to better involve consumers. Another implications is using WOM (word of Mouth), because that strategy are very useful to targetting adolescent consumers. Otherwise, Android. Inc,. should hold more events and sponsorship in order to close to their consumers. Keywords: Experiential Marketing, Price Customer Satisfaction And Customer Loyalty

scholarly journals Studi tentang Pengaruh Kepuasan Pelanggan terhadap Ekuitas Merk dan Word of Mouth pada Bengkel AHASS Semarang Barat

2019 ◽  
Vol 18 (3) ◽  
pp. 226-244
Author(s):  
Eric Gunawan ◽  
I Made Sukresna ◽  
Sugiono Sugiono
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Structural Equation Model ◽  
Brand Equity ◽  
Structural Equation ◽  
Word Of Mouth ◽  
Equation Model ◽  
Perceived Price ◽  
Program Software

Penelitian ini dilakukan dengan tujuan untuk melihat pengaruh Customer Satisfaction terhadap Brand Equity dan Word of Mouth pada bengkel AHASS. Variabel yang ditambahkan adalah Service Quality dan Perceived Price sebagai Moderating Variabel yang berpengaruh terhadap Customer Satisfaction.Sampel penelitian ini adalah para pelanggan Bengkel AHASS kota Semarang bagian Barat. Analisis data  Structural Equation Model (SEM) menggunakan program software AMOSS dan SPSS. Hasil analisis menunjukkan bahwa Customer Satisfaction berpengaruh positif terhadap Brand Equity dan Word of Mouth. Service Quality berpengaruh positif terhadap Customer Satisfaction yang dimoderasi oleh Perceived Price sebagai Quasi Moderator.

Memperkuat Loyalitas Melalui Kepercayaan, Kepuasan Dan Komitmen Studi Pada Nasabah PT. Bank Cimb Niaga

Liquidity ◽  
2018 ◽  
Vol 4 (1) ◽  
pp. 43-52 ◽  
Author(s):  
Sri Widyastuti
Keyword(s):  
Customer Satisfaction ◽  
Relationship Quality ◽  
Structural Equation Model ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Positive Influence ◽  
Equation Model ◽  
Survey Method ◽  
Branch Office

Customer loyalty is ‘suspected’not been able to optimizationrepetition of transactions, customer recommendation and durability with the establishment relationship quality of the trust, customer satisfaction and commitment. Therefore, research conducted on Bank CIMB Niaga aims to determine the extent of the trust, and commitment to customer satisfaction can increase X-tra and TabunganKU savings customer loyalty. This research is verification and the method of research is explanatory survey method, the sample is 160 customer X-tra and tabunganKU savings in the branch office Bank CIMB Niaga Bintaro. The analytical method used is structural equation model. The results showed loyalty can be achieved with relationship quality for customers through the establishment of trust, and commitment to customer satisfaction, which all three have a positive influence. Therefore, the management of Bank CIMB Niaga need to improve their ability in trust, satisfactionand commitmentwith the bank's customers to become increasingly favored customers.

Pengaruh E-Service Quality terhadap Customer Satisfaction dan Loyalty pada Pengguna Gopay di Indonesia

2020 ◽  
Vol 4 (2) ◽  
pp. 11
Author(s):  
Miranda Berliana ◽  
Dinda Amanda Zulestiana
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Structural Equation Model ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Equation Model

Abstrak: Pada era modern saat ini kemajuan teknologi semakin berkembang pesat dan membawa kita kepada arah basis digital dan mobile. Fenomena tersebut dimanfaatkan oleh industri perbankan untuk berinovasi dalam hal pembayaran secara elektronik yang biasa kita sebut dengan e-money. Uang elektronik muncul dipicu dengan adanya tuntutan dari masyarakat saat ini. Sistem pembayaran yang ada saat ini dituntut untuk dapat melayani setiap kebutuhan masyarakat dalam pemindahan dana dengan efektif dan efisien. Salah satu inovasi yang diluncurkan saat ini adalah Gopay, metode pembayaran berbasis server yang dikeluarkan oleh Gojek Indonesia. Penelitian ini memiliki tujuan yaitu menentukan efek e-service quality pada customer satisfaction dan customer loyalty pelanggan Gopay di Indonesia. Kuesioner dikumpulkan secara online dengan menggunakan google form sebanyak 400 responden. Pengolahan data menggunakan Structural Equation Model (SEM) dengan menggunakan bantuan program AMOS 24. Berdasarkan hasil penelitian ditemukan bahwa e-service quality memiliki pengaruh positif terhadap customer satisfaction, yang dimana customer satisfaction sendiri memiliki pengaruh yang positif terhadap customer loyalty, namun ditemukannya ketidak pengaruhan yang positif bagi e-service quality terhadap customer loyalty.

Electronic Customer Relationship Management (E-CRM) and Customer Loyalty

2022 ◽  
Vol 18 (1) ◽  
pp. 0-0
Keyword(s):  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Service Providers ◽  
Positive Impact ◽  
Equation Model ◽  
Mediating Effect ◽  
Customer Relationship ◽  
The Impact ◽  
The Relationship

This study examined the impact of E-CRM on customer loyalty with the mediating effect of customer satisfaction in the banking industry. Customer satisfaction is important for loyalty because when the customers are satisfied with the services offered by their service providers, the relationship gets stronger which further leads to positive word-of-mouth. The data was collected using purposive sampling from 836 banks’ customers who were using E-CRM services and the data was analyzed using structural equation model (SEM) through AMOS. The results revealed that E-CRM and customer satisfaction had a significant positive impact on customer loyalty and also customer satisfaction partially mediated the relationship between E-CRM and customer loyalty. This study would offer useful acumen to both academicians and marketers and would help the bank managers to improve the quality of the services provided to their customers.

Information Disclosure, Social Responsibility, Trust, and Attitude Affect Loyalty to Housing Agents

2016 ◽  
Vol 44 (5) ◽  
pp. 717-726 ◽  
Author(s):  
Chun-Chang Lee ◽  
Yun-Ling Wu ◽  
Wen-Hsin Huang ◽  
Yu-Chen Lee ◽  
Pei-Ru Chen ◽  
...  
Keyword(s):  
Corporate Social Responsibility ◽  
Social Responsibility ◽  
Structural Equation Model ◽  
Information Disclosure ◽  
Structural Equation ◽  
Equation Model ◽  
Structural Relationships ◽  
Indirect Impact ◽  
Corporate Social ◽  
The Impact

We applied a linear structural equation model to explore the impact of information disclosure, social responsibility, trust, and attitude on consumers' loyalty to housing agents. Participants were 466 consumers and potential consumers of housing agency industry services, who completed a survey assessing the variables of interest. Results showed that information disclosure had a direct and significant impact on trust, and an indirect impact on trust through the mediator of corporate social responsibility (CSR), and that trust had an indirect and significant impact on loyalty through the mediator of attitude. The structural relationships among information disclosure, CSR, trust, and attitude should be acknowledged when discussing consumers' loyalty to housing agents.

scholarly journals Pengaruh Elemen Sensory Branding Terhadap Perilaku Pengambilan Keputusan Konsumen Dalam Membeli Aqua Dengan Pendekatan Neuromarketing Di Kabupaten Jember

2017 ◽  
Vol 4 (1) ◽  
pp. 44
Author(s):  
Dimas Khurniawan ◽  
Mohammad Dimyati ◽  
Deasy Wulandari
Keyword(s):  
Decision Making ◽  
Structural Equation Model ◽  
Structural Equation ◽  
Equation Model ◽  
Purposive Sampling ◽  
Instrument Analysis ◽  
Decision Making Behavior ◽  
The Impact

The purpose of this study acclaims the important of Auditory, Visual and Tactile in affecting consumer’s decision makingbehavior of buying, it is also to figure out it’s impact in Aqua. Thus, it is important to study “The Impact Of SensoryBranding’s Elements On Consumer’s Decision Making Behavior Of Buying Aqua With Neuromarketing Approach InJember”. The population in this study are Aqua’s consumers in Jember. Sampling is taken using purposive sampling methodfrom 100 respondents. Instrument analysis in this study is performed using Structural Equation Model (SEM) withconfirmatory approach. The result shows that: 1) auditory significantly affects consumer’s decision making behavior of buyingAqua in Jember, 2) visual significantly affects consumer’s decision making behavior of buying Aqua in Jember, and 3) tactilesignificantly affects consumer’s decision making behavior of buying Aqua in Jember.

scholarly journals THE ANTECEDENT OF CUSTOMER SATISFACTION

2020 ◽  
Author(s):  
Andala Rama Putra Barusman ◽  
Evelin Putri Rulian ◽  
Susanto Susanto
Keyword(s):  
Customer Satisfaction ◽  
Structural Equation Model ◽  
Customer Relationship Management ◽  
Structural Equation ◽  
Hospitality Industry ◽  
Relationship Management ◽  
Customer Retention ◽  
Equation Model ◽  
Customer Relationship

Taking a case study of tourism as hospitality industry in Lampung Province in Indonesia, we analyze the antecedent of customer satisfaction and its impact on customer retention. Using Structural Equation Model (SEM), we find that customer relationship management has a significant impact on service quality, customer satisfaction and customer retention.

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