PENGARUH SERVICE ENCOUNTER DAN EXPERIENTAL VALUE TERHADAP CUSTOMER SATISFACTION (STUDI KASUS MATAHARI DEPARTMENT STORE MATOS MALANG)

Tujuan penelitian ini adalah untuk mengetahui dan menganalisis pengaruh service encounter terhadap experiental value, serta pengaruh experiental value terhadap customer satisfaction. Responden adalah 115 orang yang pernah melakukan transaksi pembelian di Matahari Department store MATOS Malang minimal 1 kali dalam 1 bulan. Teknik pengambilan sampel mengunakan purposive sampling dan metode analisia data menggunakan Teknik Structural Equation Model. Hasil penelitian ini menemukan: Dari hasil pembahasan yang tertulis di atas, dapat ditarik beberapa kesimpulan yaitu : Personal Interaction Encounters berpengaruh positif dan signifikan terhadap Efficiency, Personal Interaction Encounters berpengaruh positif dan signifikan terhadap Service Excellence, Physical Environment Encounters berpengaruh negatif dan tidak signifikan terhadap Aesthetic, Physical Environment Encounters berpengaruh positif dan signifikan terhdap Playfulnes, Efficiency berpengaruh negatif dan tidak signifikan terhadap Customer Satisfaction, Service Excellence berpengaruh positif dan signifikan terhadap Customer Satisfaction, Aesthetic berpengaruh negatif dan tidak signifikan terhadap Customer Satisfaction dan yang terakhir Playfulnes berpengaruh positif dan tidak signifikan terhadap Customer Satisfaction.

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Antecedents of Customers Loyalty towards Go-Jek Service

Telaah Bisnis ◽

10.35917/tb.v21i2.188 ◽

2021 ◽

Vol 21 (2) ◽

pp. 69

Author(s):

Helmy Ilham Nugraha ◽

Anas Hidayat ◽

Putra Endi Catyanadika ◽

Sri Rejeki Ekasasi

Keyword(s):

Customer Satisfaction ◽

Service Quality ◽

Structural Equation Model ◽

Customer Loyalty ◽

Structural Equation ◽

Equation Model ◽

Sem Analysis ◽

Website Design ◽

Consumer Loyalty ◽

Purposive Sampling

Service quality is one of the biggest factors in determining consumer loyalty. The aim of this study is to analyze how the Go-Jek service quality an influence customer satisfaction in shaping customer loyalty to the Go-Jek company. This research is quantitative and the variables examined in this study are website design, reliability, trust, customer satisfaction, to support consumer loyalty. This research was conducted in Yogyakarta and the data was collected using a questionnaire based on a Likert-scale, and the taking method uses purposive sampling with 300 respondents. Data were then analyzed using structural equation model (SEM) analysis with the help of WarpPLS software. The results of the study show that the effect of e-service quality on customer loyalty to the Go-Jek company were positive and significant.

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PENGARUH EXPERIENTIAL MARKETING TERHADAP CUSTOMER SATISFACTION SERTA DAMPAKNYA PADA CUSTOMER LOYALTY (Survei pada Pengguna Smartphone di Komunitas Online Apple dan Samsung Regional Bandung)

Journal of Business Management Education (JBME) ◽

10.17509/jbme.v1i1.2284 ◽

2016 ◽

Vol 1 (1) ◽

pp. 149-159 ◽

Cited By ~ 1

Author(s):

Eva Devindiani ◽

Lili Adi Wibowo

Keyword(s):

Customer Satisfaction ◽

Structural Equation Model ◽

Brand Equity ◽

Customer Loyalty ◽

Structural Equation ◽

Equation Model ◽

Experiential Marketing ◽

Purposive Sampling

Dalam persaingan pasar yang hiperkompetitif, loyalitas pelanggan menjadi hal terpentingbagi perusahaan dan mereknya untuk dapat bertahan dan memenangkan persaingantersebut. Bagi merek yang memiliki brand-equity kuat pun, seperti Apple dan Samsungpada kategori smartphone ini, loyalitas masih menjadi permasalahan karenakecenderungan konsumen untuk melakukan perpindahan merek semakin tinggi. Untukdapat menciptakan loyalitas pelanggan yang kuat, perusahaan dituntut untuk memuaskankonsumen secara maksimal, dan untuk memberikan kepuasan, perusahaan harusmenciptakan strategi yang memberikan pengalaman yang lebih dan berbeda dari pesaing.Upaya menciptakan pengalaman-pengalaman dengan menyentuh sisi emosional pelangganadalah dengan experiential marketing.Penelitian ini bertujuan untuk mengetahui gambaran kinerja experiential marketing,customer satisfaction, customer loyalty, dan mengetahui temuan mengenai seberapa besarpengaruh kinerja experiential marketing terhadap kepuasan dan loyalitas penggunasmartphone merek Apple dan Samsung di Kota Bandung. Objek dalam penelitian iniadalah member komunitas online Apple dan Samsung di Bandung. Jenis penelitian yangdigunakan adalah deskriptif, verifikatif, dan metode yang digunakan adalah explanatorysurvey dengan teknik purposive sampling, dengan jumlah sampel sebanyak 328 penggunasmartphone. Teknik analisa data yang digunakan adalah structural equation model denganalat bantu software komputer SPSS 21.0. Hasil yang diperoleh dalam penelitianmenyatakan bahwa kinerja experiential marketing berpengaruh terhadap kepuasanpengguna sebesar 0,614 dan tehadap loyalitas pengguna sebesar 0,624 Selanjunyapengaruh antara customer satisfaction terhadap customer loyalty sebesar 0,463. Pengujianhipotesis menunjukan bahwa kinerja experiential marketing memiliki pengaruh yangpositif dan signifikan baik terhadap kepuasan maupun loyalitas pengguna.

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PENGARUH E-SERVICE QUALITY TERHADAP E-CUSTOMER SATISFACTION WEBSITE START-UP KAOSYAY

Jurnal Tekno Kompak ◽

10.33365/jtk.v12i2.156 ◽

2018 ◽

Vol 12 (2) ◽

pp. 68

Author(s):

Faruk Ulum

Keyword(s):

Customer Satisfaction ◽

Service Quality ◽

Structural Equation Model ◽

Structural Equation ◽

Equation Model ◽

Purposive Sampling ◽

Start Up

Pertumbuhan pesat pangsa pasar e-commerce di Indonesia memang sudah tidak bisa diragukan lagi. Untuk menghadapi intensitas tantangan yang semakin berat, perusahaan dalam menjalankan bisnisnya dituntut berfikir kreatif untuk menemukan berbagai terobosan strategi yang mampu menciptakan sinergi yang memberikan kontribusi optimal bagi pencapaian tujuan perusahaannya. Oleh karena itu, maka penting diadakannya penelitian untuk mengetahui bagaimana pengaruh kualitas layanan terhadap kepuasan pelanggan pada pelanggan situs berbelanja online kaosyay.com Penelitian ini dilakukan untuk mengukur penilaian pelanggan terhadap variabel e-service quality dan e-customer satisfaction. Selain itu, penelitian ini bertujuan untuk mengevaluasi pengaruh variabel e-service quality dan e-customer satisfaction. Jenis penelitian yang digunakan pada penelitian ini adalah deskriptif kausal. Item kuesioner yang digunakan sebanyak 28 item. Pengumpulan data dilakukan dengan cara penyebaran kuesioner kepada pengguna dari situs berbelanja online kaosyay.com yang telah mengakses kaosyay dengan jumlah sampel sebanyak 30 orang yang ditentukan dengan metode nonprobability purposive sampling. Teknik analisis data yang digunakan adalah Structural Equation Model dengan tingkat signifikansi 5%. Hasil yang diperoleh pada penelitian ini adalah e-service quality berpengaruh positif dan signifikan terhadap e-customer satisfaction. Adapun saran bagi perusahaan adalah dengan meningkatkan e-service quality baik dari segi manajemen dan infrastruktur, lebih memperhatikan proses pelayanan kepada pelangggan, dan meningkatkan pelayanannya. Saran bagi peneliti selanjutnya adalah dapat menyempurnakan dengan teori dan data yang lebih baik dan penelitian tidak hanya pada sektor e-commerce tapi juga pada bidang bisnis berbasis teknologi lainnya.

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Pengaruh Kualitas Restoran Terhadap Kepuasan Pelanggan Cengkir Heritage Resto And Coffe

Khasanah Ilmu - Jurnal Pariwisata Dan Budaya ◽

10.31294/khi.v10i1.5639 ◽

2019 ◽

Vol 10 (1) ◽

Author(s):

Chriswardana Bayu Dewa

Keyword(s):

Customer Satisfaction ◽

Structural Equation Model ◽

Physical Environment ◽

Structural Equation ◽

Equation Model ◽

Survey Method ◽

Sampling Techniques ◽

Research Subjects ◽

Probability Sampling ◽

Positive Effect

Abstract - This study aims to examine the effect of restaurant quality on customer satisfaction. The research subjects were visitors to the restaurant Cengkir Heritage Resto and Coffe Yogyakarta. This study develops a theoretical model by making three hypotheses that will be tested using the Structural Equation Model (SEM) through the AMOS 18 application program. The survey method used in this study is distributing questionnaires to 120 respondents. This study uses non-probability sampling techniques, namely respondents randomly selected according to the purpose of the study. The results showed that restaurant quality consisting of service quality, food quality and physical environment had a positive effect on customer satisfaction. Keyword: Restaurant quality, customer satisfaction. Abstraks – Penelitian ini bertujuan untuk menguji pengaruh kualitas restoran terhadap kepuasan pelanggan. Subyek penelitian adalah pengunjung restoran Cengkir Heritage Resto and Coffe Yogyakarta. Penelitian ini mengembangkan suatu model teoritis dengan membuat tiga hipotesis yang akan diuji dengan menggunakan Structural Equation Model (SEM) melalui program aplikasi AMOS 18. Metode survei yang digunakan dalam penelitian ini adalah penyebaran kuesioner kepada 120 responden. Penelitian ini menggunakan teknik non-probability sampling, yaitu responden dipilih secara acak sesuai dengan tujuan penelitian. Hasil penelitian menunjukkan bahwa kualitas restoran yang terdiri dari kualitas pelayanan, kualitas makanan dan physical environment berpengaruh positif terhadap kepuasan pelanggan. Kata kunci: Kualitas restoran, kepuasan pelanggan

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

Liquidity ◽

10.32546/lq.v4i1.80 ◽

2018 ◽

Vol 4 (1) ◽

pp. 43-52 ◽

Cited By ~ 3

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.

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

REMIK (Riset dan E-Jurnal Manajemen Informatika Komputer) ◽

10.33395/remik.v4i2.10532 ◽

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.

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

e-Journal Ekonomi Bisnis dan Akuntansi ◽

10.19184/ejeba.v4i1.4572 ◽

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.

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THE ANTECEDENT OF CUSTOMER SATISFACTION

10.31219/osf.io/af8pb ◽

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

Jurnal Manajemen ◽

10.24912/jm.v20i1.62 ◽

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

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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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