scholarly journals Pengaruh Kualitas Layanan Jasa terhadap Word Of Mouth dengan Kepuasan Pelanggan sebagai Variabel Antara (Studi pada Biro Perjalanan Umum Rosalia Indah Surabaya)

2018 ◽  
Vol 3 (1) ◽  
pp. 49
Author(s):  
DEASY PRAMESWARI ◽  
ANIK LESTARI A
Keyword(s):  
Customer Satisfaction ◽  
Structural Equation ◽  
Word Of Mouth ◽  
Services Quality ◽  
Sampling Technique ◽  
Equation Modeling ◽  
Quality Of Services ◽  
Transport Service ◽  
Huge Impact

Competition services company that happens in the present, especially the transport service which is services sectors that are consumed and have a huge impact on economic growth. To be able to withstand the competition, the company must continue to fix themselves to improving the quality of services to create customer satisfaction. One of the advantages which can be obtained by the company if the customer experience is the customer satisfaction will do the word of mouth. This study is conclusive research. The population in this study is the customer of General Travel Bureau Rosalia Indah Surabaya minimum 16 years old and have been using the services General Travel Bureau Rosalia Indah Surabaya at least twice. Samples taken as many as 158 people with accidental sampling technique. The measurement used is the questionnaire, and data were analyzed by Structural Equation Modeling. The results showed that the effect of variable services quality to customer satisfaction General Travel Bureau Rosalia Indah Surabaya amounted to 33.9%. The effect of variable customer satisfaction General Travel Bureau Rosalia Indah Surabaya against the word of mouth for 52.5%.

scholarly journals Investigating the Antecedents of Green Society Satisfaction (GSS): Collaborative Good Government Practices (CGGP) as Mediating Variable An Empirical Study in Pontianak City

2020 ◽  
pp. 17-35
Author(s):  
Kardison Lumban Batu ◽  
Ade M. Yuardani
Keyword(s):  
Structural Equation Modeling ◽  
Empirical Study ◽  
Community Service ◽  
Structural Equation ◽  
Sampling Technique ◽  
Equation Modeling ◽  
Quality Of Services ◽  
Good Government ◽  
Research Findings

In streamlining and making services efficiently to the community the local government is demanded to be able to make service innovations that support the improvement of the quality of services to the community. Service quality relates to products, services, people, processes and the environment that can meet the needs of those who receive these services. The aim of current research is investigating the antecedents of Green Society Satisfaction (GSS) mediated by Collaborative Good Government Practices. Structural Equation Modeling with AMOS is deployed to analyze the data. Data collecting method is survey with distributing questionnaires. A large number of sample is required, where the society in pontianak as the population. Some criterions are designed in order to obtain wanted samples. Purposed sampling is used with non-purposive sampling technique. Cronbach’s Alpha values, Regression Weights, Absolute, Incremental, Parsimony Fit Measurements, and Variables, Standardized Loading, α, Error, CR and EVA are within rule of thumbs. The research findings demonstrated that all proposed hypotheses are accepted. Reliability Advantages, Responsiveness Advantages, Assurance Capability, Empathy and Tangibles respectively show the positive significant as the antecedent of Green Society Satisfaction mediated by Collaborative Good Government Practices. This is to claim that government offices have deeply taken into consideration that good government practices is a must in delivering and offering services. Keywords: Reliability Advantages, Responsiveness Advantages, Assurance Capability, Empathy, Tangibles, Collaborative Good Government Practices, Green Society Satisfaction

scholarly journals Analysis Of The Influence Of Customer Satisfaction On Sharia Banking Peroformance In Bogor City

2021 ◽  
Vol 2 (2) ◽  
pp. 402-414
Author(s):  
R Dina Arfiana Burhan ◽  
Muhammad Najib ◽  
Endri Endri
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Product Quality ◽  
Structural Equation ◽  
Equation Modeling ◽  
Quality Of Services ◽  
Islamic Banking ◽  
Quality Product ◽  
The Relationship

The development of Islamic banking is very rapid, causing competition between Islamic and conventional banking. Improving the quality of services and products makes the main point in providing customer satisfaction. This study aims to analyze the influence of service quality, product quality, and price with customer satisfaction at Islamic commercial banks in the city of Bogor. This study uses SEM (Structural Equation Modeling) to determine the level of influence of the relationship between customer satisfaction with service quality, product quality and price. This study used a sample of 100 respondents with qualifications of 81 men and 19 women and used a descriptive approach. The results of this study are the level of customer satisfaction with prices reaching 2.49, besides that the level of customer satisfaction with products is 2.91, and the level of customer satisfaction with service quality is 2.84. These results prove that customer satisfaction is strongly influenced by the price, products, and quality of services provided by Islamic banking.

scholarly journals Positive determinants word-of-mouth of supermarket consumer in the COVID-19 pandemic era

2021 ◽  
Vol 14 (2) ◽  
pp. 300
Author(s):  
Sri Vandayuli Rirorini ◽  
Genesis Sembirng Depari
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Consumer Satisfaction ◽  
Structural Equation ◽  
Word Of Mouth ◽  
Positive Impact ◽  
Sampling Technique ◽  
Equation Modeling ◽  
Positive Word ◽  
Positive Word Of Mouth

<p>This research, which was conducted in the era of the COVID-19 pandemic, aims to analyze the influence of the dimensions of service quality, competitive prices, customer satisfaction toward the positive word-of-mouth of Supermarket customers. Questionnaires were distributed to 350 respondents as samples using the <em>non-probability sampling method</em> and <em>purposive sampling technique</em>. Meanwhile, Structural Equation Modeling (SEM) is used to analyze the data. The results of the study indicate that <em>Reliability, Assurance, Tangibles, Empathy, Responsiveness, Competitive Price</em> have positive and significant effects on<em>Customer Satisfaction</em>, which in turn would have a positive impact on positive word-of-mouth. Of all dimensions of service quality, the most powerful factor influencing consumer satisfaction shopping in supermarkets is reliability, and the one that gives consumers the most important feeling in providing quality services is Responsiveness. For further research, it is recommended to expand the scope of research in various types of businesses, not only in supermarkets.</p>

scholarly journals Pengaruh Kualitas Produk Kerudung Rabbani terhadap Tingkat Kepuasan Konsumen Di Kota Bandung

2019 ◽  
Vol 10 (4) ◽  
pp. 529-537
Author(s):  
Ermina Tiorida ◽  
Tangguh Dwi Pramono ◽  
Sifauziah Sifauziah
Keyword(s):  
Customer Satisfaction ◽  
Product Quality ◽  
Structural Equation ◽  
Quantitative Methods ◽  
National Level ◽  
Sampling Technique ◽  
Three Dimensions ◽  
Equation Modeling ◽  
The City

Bandung is the center of Muslim fashion in West Java even at the national level. This causes intense business competition in the world of Muslim fashion. To that end, an important role that must be performed by a company is to prioritize product quality and product innovation as a basis for attracting customer so that customer can feel satisfaction from the quality of the products produced. According to Google trends Rabbani trends also experienced a decline in customer interest in the purchasing Muslim fashion. And the results of distributing pre-research questionnaires obtained 70.45% or 31 people were disappointed with the quality of their muslim fashion, this resulted in customer not satisfied with the Rabbani. This study aims to determine how the quality and innovation of Rabbani products to customer satisfaction in the city of Bandung. According to Garvin (1987) there are eight dimensions to test product quality variables, namely performance, features, reliability, conformance, durability, serviceability, aesthetic and perceived quality. Customer satisfaction is measured by three dimensions, namely overall quality, customization and reliability. The study was conducted using quantitative methods. The sampling technique using non-probability sampling techniques and questionnaires were distributed to Rabbani customer in Bandung as many as 150 respondents. Analysis of research data using SEM PLS (Partial Square Structural Equation Modeling) with SmartPLS 3.0 software. the results showed that product quality and innovation had a significant effect on customer satisfaction

scholarly journals Pengaruh Faktor-Faktor Pembentuk Loyalitas Mahasiswa Universitas Terbuka

2016 ◽  
Vol 6 (3) ◽  
pp. 225
Author(s):  
Devi Ayuni ◽  
Andy Mulyana
Keyword(s):  
Student Satisfaction ◽  
Structural Equation ◽  
Graduate Program ◽  
Sampling Technique ◽  
Learning System ◽  
Equation Modeling ◽  
Quality Of Services ◽  
Registration Period ◽  
E Learning

<p><em>Currently the learning system based on Information and Communication Technology (ICT) has been growing. The Open University (UT)</em><em> </em><em>has been using e-learning in the provision of learning support services. Online tutorials (Tuton) is one form of e-learning provided UT. Since the registration period of 2013.1-2014.2, the number of courses offered in Tuton increased by 11% and participants also increased by 52%. Although Tuton has been growing rapidly, the total number of students has declined from the registration period of 2013.1 to 2015.1. Such a decrease can be justified as an indicator of lack of loyalty or retention of students. The main objective of this study is to test the relationship between the antecedents of loyalty, service quality, commitment, satisfaction, and reputation. The study population comes from four faculties and one graduate program. Nonprobability method of sampling with judgmental sampling technique is used in this study. The minimum required sample size is 200 respondents. Survey data collection is conducted by inviting respondents by email to fill out a questionnaire online in google site. Then the data were analyzed both descriptively and quantitatively using descriptive analysis and Structural Equation Modeling (SEM). Results of hypothesis testing showed that 6 of 7 hypothesis were accepted with significant results. These sixth hypothesis are1) the influence of the quality of services to satisfaction; 2) the effect of the reputation on the quality of services; 3) the effect of commitment to student satisfaction; 4) the effect of satisfaction on reputation; 5) the effect of satisfaction on loyalty; and 6) the effect of reputation on loyalty. As for the rejected hypothesis is the effect of reputation on commitment.</em></p><p><em>Keywords</em><em> </em><em>: loyalty, quality of service, commitment, satisfaction, reputation</em></p>

scholarly journals Peran Kualitas Layanan dan Kepercayaan Dalam Membangun Kepuasan dan Loyalitas Pelanggan

KEBERLANJUTAN ◽  
2020 ◽  
Vol 5 (2) ◽  
pp. 157
Author(s):  
Zahra Fakhrana
Keyword(s):  
Structural Equation Modeling ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Structural Equation ◽  
Sampling Technique ◽  
Equation Modeling ◽  
Purposive Sampling ◽  
Customer Satisfaction And Loyalty

This study aims to understand the role of service quality and trust in developing customer satisfaction and loyalty at JNE Margonda, Depok. The research is used as a quantitative approach. Respondents are 127 people who were taken by purposive sampling technique. This study uses Structural Equation Modeling (SEM) with Lisrel 8.80 applications for analyzing the data. All three hypotheses are accepted, and the data supports the model. H1: service quality has a positive and significant effect on customer satisfaction. H2: Trust has a positive and significant impact on customer satisfaction. H3: Customer satisfaction has a positive and significant effect on customer loyalty. The Conclusion: (1) The high quality of service from JNE Margonda Depok increases customer satisfaction (2) If trust in JNE Margonda Depok is high, then higher customer satisfaction will be higher too; (3) Respondents who feel satisfied when using JNE Margonda services will be more loyal to JNE Margonda Depok ABSTRAKPenelitian ini bertujuan untuk mengetahui pengaruh kualitas layanan dan kepercayaan terhadap kepuasan dan loyalitas pelanggan JNE Margonda, Depok. Penelitian dilakukan dengan pendekatan kuantitatif. Responden sejumlah 127 orang yang diambil dengan teknik purposive sampling. Analisis data menggunakan Structural Equation Modeling (SEM) dengan aplikasi Lisrel 8.80. Tiga hipotesis penelitian ini diterima semua, data mendukung model. H1: Kualitas layanan memiliki pengaruh positif dan signifikan terhadap kepuasan pelanggan. H2: Kepercayaan memiliki pengaruh positif dan signifikan terhadap kepuasan pelanggan. H3: Kepuasan pelanggan memiliki pengaruh positif dan signifikan terhadap loyalitas pelanggan. Kesimpulan : (1) Kualitas layanan yang tinggi dari JNE Margonda Depok meningkatkan kepuasan pelanggan; (2) Semakin percaya responden terhadap JNE Margonda Depok akan semakin tinggi pula  kepuasan pelanggannya; 3) Kepuasan yang tinggi dari pelanggan akan membuat pelanggan semakin loyal terhadap JNE Margonda Depok

scholarly journals The Antecedents and Consequences of Rapport between Customers and Salespersons in the Tourism Industry

2021 ◽  
Vol 13 (5) ◽  
pp. 2783
Author(s):  
Jinsoo Hwang ◽  
Kwang-Woo Lee ◽  
Seongseop (Sam) Kim
Keyword(s):  
Customer Satisfaction ◽  
Structural Equation ◽  
Word Of Mouth ◽  
Positive Influence ◽  
Tourism Industry ◽  
Equation Modeling ◽  
Brand Preference ◽  
Theoretical Understanding ◽  
Dominant Orientation ◽  
Antecedents And Consequences

This study examined the antecedents and consequences of rapport between customers and salespersons in the context of duty-free shops. Specifically, this study proposed six sub-dimensions of service-dominant orientation (i.e., relational, ethical, individuated, empowered, concerted, and developmental interactions). These dimensions have a positive influence on rapport. In addition, rapport is hypothesized to aid in the formation of customer satisfaction and brand preference, which in turn positively affects word-of-mouth communications. Data were collected from 649 Chinese shoppers who have purchased a product in a Korean duty-free shop. In addition, this study employed confirmatory factor analysis to check the adequacy of the measurement items and structural equation modeling to test 11 hypotheses. Data analysis results indicated that five sub-dimensions of service-dominant orientation, excluding individuated interaction, play an important role in the formation of rapport. Furthermore, rapport has a positive effect on customer satisfaction and brand preference, which in turn positively affects word-of-mouth communications. The findings of this study offer valuable insights for managers of duty-free stores into the most effective methods for managing their operations and providing an appropriate blend of products. Furthermore, this paper contributes to theoretical understanding in this area by improving the acceptability of a commonly believed shopper behavior model.

scholarly journals Pengaruh Bauran Pemasaran Jasa Terhadap Keputusan Pembelian Dan Kepuasan Pelanggan Kedai Kopi Kimteng di Pekanbaru

2020 ◽  
Vol 4 (1) ◽  
pp. 10-24
Author(s):  
Adhi Nurcahyo Achmad ◽  
Samsir Samsir ◽  
Yulia Efni
Keyword(s):  
Customer Satisfaction ◽  
Significant Influence ◽  
Structural Equation ◽  
Sampling Technique ◽  
Simple Random Sampling ◽  
Marketing Mix ◽  
Equation Modeling ◽  
Purchasing Decisions ◽  
Coffee Shop ◽  
Modeling Analysis

This study aims to see and determine the direct effect of the marketing mix on purchasing decisions and customer satisfaction. Research site at the Kimteng coffee shop Pekanbaru. The population in this study were all customers who made repeat purchases at the Kimteng coffee shop Pekanbaru. The sampling technique used was non-probability sampling using the simple random sampling method, because the sampling of members from the population was done randomly without paying attention to the strata in the population. Determining the number of samples 5 times the number of variable indicators as many as 30 are used. Thus, the number of samples to be studied in this study was 150 people. In this study, researchers will use SEM (Structural Equation Modeling) analysis. The results of this study indicate that there is a positive and significant influence between the marketing mix on purchasing decisions and there is a positive and significant influence between the marketing mix and purchasing decisions on customer satisfaction. Purchasing decisions are able to positively and significantly mediate between marketing strategies and customer satisfaction.

scholarly journals Disparities in the quality of and access to services in children with autism spectrum disorders: a structural equation modeling

2021 ◽  
Vol 79 (1) ◽  
Author(s):  
Mohammad Asghari Jafarabadi ◽  
Kamal Gholipour ◽  
Hassan Shahrokhi ◽  
Ayyoub Malek ◽  
Akbar Ghiasi ◽  
...  
Keyword(s):  
Structural Equation ◽  
Autism Spectrum ◽  
Socioeconomic Disparities ◽  
Equation Modeling ◽  
Quality Of Services ◽  
Access To Services ◽  
North West ◽  
The North ◽  
Children With Asd

Abstract Background Socioeconomic disparities in health and healthcare are global issues that affect both adults as well as children. Children with exceptional healthcare needs, especially those with developmental impairments, including Autism Spectrum Disorders (ASD), encounter major disparities in access to and quality of health services. However, disparities in the population of children are rarely studied. The main aim of this paper is to study the socioeconomic disparities in children with ASD by examining the association between their Social Determinants of Health (SDH) status and access to and the quality of services. Methods This is a cross-sectional study on 202 children with ASD conducted in 2019 in two provinces including Ardabil and East-Azerbaijan, in the North-West of Iran. A structured, valid questionnaire was used to collect data on demographic, SDH status, quality of services, and access to services in a population of children with ASD aged 2–16-year-old. Around 77% participants were male and the mean age of children was 2 years and 6 months. Structural Equation Modeling (SEM) were used to assess the relationship. Results Based on the results of this study, the overall mean scores of the quality of services, access to services, and SDH status were 61.23 (30.01), 65.91 (21.89), and 29.50 (22.32) out of 100, respectively. All the associations between the quality and access dimensions and quality (B: 0.464–0.704) and access (B: 0.265–0.726) scales were statistically significant (P < 0.001). By adjusting to covariates, the access was also significantly related to service quality (P = 0.004). Finally, the associations between SDH score with service quality (P = 0.039) and access (P < 0.001) were positively significant. Conclusions There are socioeconomic disparities in the quality of and access to services among children with ASD, who use ASD services, in the North-West of Iran. We recommend health/medical centers, where children are diagnosed with ASD, conducting SDH screening and providing families of low-SDH status with specific information about the quality of and access to services for children with ASD. Additionally, medical universities must have a plan to routinely monitor the quality of and access to services provided for the children with low SDH.

The role of Islamic marketing ethics towards customer satisfaction

2019 ◽  
Vol 11 (4) ◽  
pp. 1001-1018 ◽  
Author(s):  
Aamir Abbas ◽  
Qasim Ali Nisar ◽  
Mahmood A. Husain Mahmood ◽  
Abderrahim Chenini ◽  
Ahsan Zubair
Keyword(s):  
Customer Satisfaction ◽  
Structural Equation ◽  
Scale Validation ◽  
Sampling Technique ◽  
Customer Relationships ◽  
Marketing Ethics ◽  
Equation Modeling ◽  
Islamic Banks ◽  
Ethical Perspective ◽  
Content Type

Purpose Islamic marketing ethics focus on the principles of equity, justice and value maximization for the welfare of society. These ethics play a vital role in elevating the standards of customer behavior. The strategy of focusing customer is now considered as important element because of rapidly changing marketing trends in Islamic banks. Therefore, the purpose of this study is to find out the important features of Islamic marketing ethics and identify their effect on customer’s satisfaction in Islamic banking. Design/methodology/approach This study is descriptive and quantitative. Data were collected from 1000 customers of Islamic banks by applying convenient sampling technique. Smart PLS was used to check the scale validation by confirmatory factor analysis. To test the hypotheses, structural equation modeling technique was used. Findings Results enlightened that Islamic marketing ethics play a significant role in enhancing the customer’s satisfaction. Islamic banks should focus on marketing mix along with Islamic and ethical perspectives to improve the customer’s satisfaction level. Practical implications This study highlighted that Islamic marketing ethics have great impact on customer satisfaction. Therefore, Islamic banks need to concentrate on the ethical perspective of Islamic marketing in order to develop long term customer relationships. Islamic banks need to revise their marketing practices, and they should align their marketing tactics with ethical Islamic boundaries. They need to design, communicate and enforce the code of Islamic ethics within organizations. Originality/value This paper fulfills an identified need to study how Islamic marketing ethics effect customer satisfaction.

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