scholarly journals Peran Kepuasan Pelanggan dalam Memediasi Pengaruh Servicescape terhadap

2021 ◽  
Vol 8 (1) ◽  
Author(s):  
Kenny Roz
Keyword(s):  
Data Collection ◽  
Customer Satisfaction ◽  
Path Analysis ◽  
Service Sector ◽  
Research Data ◽  
Partial Least Square ◽  
Least Square ◽  
Analysis Techniques ◽  
Business People ◽  
Revisit Intention

In the current millennial era, guiding business people, especially in the service sector, to provide the best service. This study aims to analyze the effect of servicescape on revisit intention with customer satisfaction as a mediating variabel. Data collection was obtained by distributing questionnaires online. The population in this study were visitors to Roketto cafe Malang with purposive sampling as a sample determination with the criteria of having visited at least once. The sample used in this study were 186 respondents. The research data were analyzed using path analysis techniques with analysis tools using Partial Least Square (PLS). The facts found in this study are servicescape has a positive and significant effect on customer satisfaction, customer satisfaction has a positive and significant effect on revisit intention, servicescape has a positive and significant effect on revisit intention, and servicescape has a positive and significant effect on revisit intention through customer satisfaction.

scholarly journals PERAN KEPUASAN PELANGGAN DALAM MEMEDIASI PERSEPSI NILAI DAN PENGALAMAN TERHADAP NIAT MEMBELI KEMBALI (Studi kasus pada Toyota Avanza di Kota Denpasar)

2019 ◽  
Vol 8 (6) ◽  
pp. 3902
Author(s):  
Ketut Adi Ananta Shantika ◽  
Putu Yudi Setiawan
Keyword(s):  
Data Collection ◽  
Customer Satisfaction ◽  
Perceived Value ◽  
Partial Least Square ◽  
Least Square ◽  
Mediating Effect ◽  
Probability Method ◽  
Repurchase Intention ◽  
Purposive Sampling ◽  
The Future

Company should consider some factors affects repurchase intention, to increase company’s income. Goal of this research is to knowing the effect of perceived value, experience and customer satisfaction as a cause factor to the repurchase intention. This research applied in automotive product, with brand Toyota Avanza in Denpasar City, Bali – Indonesia. Sample used are 124 respondents, with non-probability method, especially purposive sampling. Data collection did by giving questionnaire through offline and online. Analytic techniques used are Partial Least Square and Sobel Test to testing the mediating effect. Based on this analysis, found that perceived value, experience, and customer satisfaction significantly and positively affects repurchase intention directly, beside that perceived value and experience indirectly affects repurchase intention through customer satisfaction as a mediator. This results shows, better perceived value has by the costumers, better customers’ experiences, better customer satisfaction could increase the intention to repurchase in the future for the same product. This research implies, Toyota-Astra Motor company should adding luxury value to Toyota Avanza, redesigning interior and exterior had by Toyota Avanza, and add some features that can increasing the customers’ intention to repurchasing Toyota Avanza in Denpasar City at the future.

scholarly journals Moralitas, Peran Perangkat Desa, Dan Kepatuhan Masyarakat Dalam Membayar Pajak Bumi Dan Bangunan Pedesaan Dan Perkotaan: Sanksi Sebagai Variabel Moderating

2020 ◽  
Vol 7 (2) ◽  
pp. 132-138
Author(s):  
Amir Hidayatulloh ◽  
Agung Dwi Nugroho ◽  
Kahfi Fikrianoor
Keyword(s):  
Urban Areas ◽  
Research Data ◽  
Partial Least Square ◽  
Least Square ◽  
Property Taxes ◽  
Analysis Techniques ◽  
Rural And Urban Areas ◽  
Rural And Urban ◽  
Urban Rural

This research aims to determine the factors that influence the community in paying property taxes in rural and urban areas, and to find out whether the risk variabel moderates the effect between morality and the role of village official on commuity compliance in paying property taxes in rural and urban areas. The population in this research  is individual taxpayers who in bantul regency. The sample in this research is individual taxpayers who own land and buildings. The research data wase collection by distributing questionnaires to respondents who were met by researchers. Respondents in this research were 127 respondents. This research data analysis techniques uses Partial Least Square, with the help of WarpPLS. This research found that coomunity compliance in paying property taxes in rural and urban areas influenced by the role of village official and sanction. However, morality has no effect on community compliance to property taxes in rural and urban areas. This reserach also found that sanction moderate the effect of morality on the community’s compliance to pay land and urban rural building taxes. However, sanction cannot moderate the effect between role of village officials on community’s mandatory the effect between the role of village official on community’s compliance to pay land and urban rural building taxes.

scholarly journals Pengaruh Etika Terhadap Niat Melakukan Whistleblowing Dengan Retaliasi Sebagai Variabel Moderating

IJAcc ◽  
2020 ◽  
Vol 1 (1) ◽  
pp. 60-77
Author(s):  
Rizka Mukhlisiah ◽  
Suhairi Suhairi ◽  
Nini Syofriyeni
Keyword(s):  
Data Collection ◽  
Positive Influence ◽  
Ethical Conduct ◽  
Partial Least Square ◽  
Least Square ◽  
Primary Data ◽  
Purposive Sampling ◽  
Analysis Techniques ◽  
West Sumatra ◽  
Whistleblowing Intention

This study to examine the effect on the ethical conduct by using the whistleblowing intention retaliation as moderating variable on the employees who work in the office BPKP West Sumatra Province and Inspectorate West Sumatra Province. The data used are primary data by using a questionnaire. The samples using the method of data collection is called purposive sampling, ie employees who work at BPKP West Sumatra Province and employees working in the Inspectorate of West Sumatra Province. The number of samples that can be used as many as 80 respondents. Data were analyzed using analysis techniques PLS (Partial Least Square) through software SmartPLS. The results showed that ethics can not affect the intention do whistleblowing employees BPKP West Sumatra Provincial and Inspectorate West Sumatra Provincial. Furthermore retaliation positive influence on the intention do whistleblowing employees BPKP West Sumatra Provincial and Inspectorate West Sumatra Provincial. The results also show that retaliation can not moderate the intentions of doing ethics whistleblowing employees BPKP West Sumatra and Inspectorate West Sumatra Provincial

scholarly journals Hotel Guests’ Experience, Satisfaction and Revisit Intentions: An Emerging Market Perspective

2021 ◽  
pp. 406-424
Author(s):  
Chidera Christian Ugwuanyi ◽  
Samuel Ehimen ◽  
Joseph Ikechukwu Uduji
Keyword(s):  
Structural Equation ◽  
Service Sector ◽  
Emerging Market ◽  
Equation Model ◽  
Partial Least Square ◽  
Least Square ◽  
Research Model ◽  
Empirically Supported ◽  
Revisit Intention ◽  
Revisit Intentions

This study aimed at investigating the guests’ experience dimensions and their effects on destination marketing bottom lines of satisfaction and revisit intention. This is borne of the overarching importance of customer experience (CX) which has been acknowledged by scholars and practitioners and understanding of the concept been sought from various sectoral perspectives. Admittedly, experience-based investigations in the hotel service sector have been scarce, particularly from a non-western context. The study utilised an intercept approach to collect data from 400 hotel guests in a city in Southern Nigeria. The research model and the formulated hypotheses were tested using partial least square structural equation model (PLS-SEM) with the aid of SmartPLS software. The study findings reveal that guest experience dimensions (utilitarian, hedonic and relational) have a positive and significant influence on guests’ revisit intention and satisfaction with the exception of hedonic experience whose relationship with satisfaction was statistically insignificant. Overall, the research model explained 56.5 per cent of the variance in guest satisfaction and 68.7 per cent on guest revisit intention. This study adds an empirically supported strategic direction for proper guest experience management in hotels from a non-western context.

scholarly journals Peran Perceived Value Dalam Memediasi Pengaruh Green Marketing Terhadap Loyalitas

2020 ◽  
Vol 2 (1) ◽  
pp. 1-9
Author(s):  
IA Cynthia Saisaria Mandasari ◽  
Ade Ruly Sumartini
Keyword(s):  
Data Analysis ◽  
Data Collection ◽  
Environmental Pollution ◽  
Path Analysis ◽  
Customer Loyalty ◽  
Green Marketing ◽  
Environmental Damage ◽  
Public Concern ◽  
Analysis Techniques ◽  
Business People

Every component of society began to worry about environmental pollution that could cause environmental damage. Concern about this is demonstrated by starting to use environmentally friendly products and pay attention to business activities carried out by companies around them. Seeing the current public concern for the environment makes business people start doing green marketing. One company that applies green marketing is Starbucks Coffee through Tumbler products. This research contributes ideas for SMEs in the field of beverage culinary to do green marketing to care for the environment and increase customer loyalty. Data collection using a questionnaire distributed directly to the object of research. The population in this study was Starbucks Coffee Tumbler users in Denpasar with a sample of 75 respondents. Data analysis techniques using path analysis (path analysis) and Sobel test.

scholarly journals Pengaruh Etika Terhadap Niat Melakukan Whistleblowing Dengan Retaliasi Sebagai Variabel Moderating

IJAcc ◽  
2020 ◽  
Vol 1 (1) ◽  
pp. 60-77
Author(s):  
Rizka Mukhlisiah ◽  
Suhairi Suhairi ◽  
Nini Syofriyeni
Keyword(s):  
Data Collection ◽  
Positive Influence ◽  
Ethical Conduct ◽  
Partial Least Square ◽  
Least Square ◽  
Primary Data ◽  
Purposive Sampling ◽  
Analysis Techniques ◽  
West Sumatra ◽  
Whistleblowing Intention

This study to examine the effect on the ethical conduct by using the whistleblowing intention retaliation as moderating variable on the employees who work in the office BPKP West Sumatra Province and Inspectorate West Sumatra Province. The data used are primary data by using a questionnaire. The samples using the method of data collection is called purposive sampling, ie employees who work at BPKP West Sumatra Province and employees working in the Inspectorate of West Sumatra Province. The number of samples that can be used as many as 80 respondents. Data were analyzed using analysis techniques PLS (Partial Least Square) through software SmartPLS. The results showed that ethics can not affect the intention do whistleblowing employees BPKP West Sumatra Provincial and Inspectorate West Sumatra Provincial. Furthermore retaliation positive influence on the intention do whistleblowing employees BPKP West Sumatra Provincial and Inspectorate West Sumatra Provincial. The results also show that retaliation can not moderate the intentions of doing ethics whistleblowing employees BPKP West Sumatra and Inspectorate West Sumatra Provincial

scholarly journals ANALYSIS OF THE EFFECTS OF PRODUCT QUALITY, PROMOTION & LOCATION ON LOYALTY USING SATISFACTION AS THE MEDIATING VARIABLE AT LOTTEMART OF TAMAN SURYA JAKARTA

2020 ◽  
Vol 1 (5) ◽  
pp. 709-724
Author(s):  
Dyah Ruth Wulandari ◽  
Ngadino Surip
Keyword(s):  
Data Collection ◽  
Customer Satisfaction ◽  
Product Quality ◽  
Customer Loyalty ◽  
Sampling Technique ◽  
Partial Least Square ◽  
Least Square ◽  
Quality Product ◽  
Mediator Variable ◽  
Quality Promotion

This study aims to know and analyze the influences of product quality, promotion and location on the customer loyalty either directly or through the customer satisfaction as the mediator variable and also to know and analyze the influence of customer satisfaction on the customer loyalty at hypermarket Lottemart of Taman Surya. Data collection is conducted through questionnaire. Sample used in this study consists of 400 respondents of customers of hypermarket Lottemart of Taman Surya Jakarta. The sampling technique in this research uses non probability sampling technique. The method of analysis used is Partial Least Square (PLS) assisted with SmartPLS application. The results of the research reveal that quality product, promotion and location have a positive and significant effect on customer satisfaction. Product quality, promotion and customer satisfaction have a positive and significant effect on customer loyalty but location has no significant effect on customer loyalty.

scholarly journals Pengaruh Service Quality dan Staff Behaviour terhadap Brand Loyalty TIKI di Jakarta Utara: Customer Satisfaction sebagai Variabel Mediasi

2019 ◽  
Vol 1 (1) ◽  
pp. 150
Author(s):  
Rendy Surya
Keyword(s):  
Data Analysis ◽  
Data Collection ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Brand Loyalty ◽  
Partial Least Square ◽  
Least Square ◽  
The Relationship ◽  
Positive Effect ◽  
Effect Test

The purposes of this study are: First, to explore the effect among service quality on brand loyalty. Second, to explore the effect among staff behaviour on brand loyalty. Third, to explore the effect among service quality on customer satisfaction. Fourth, to explore the effect of customer satisfaction on brand loyalty. Fifth, to find out if customer satisfaction is able to mediate service quality toward brand loyalty. The populations of this research are all TIKI’s customer in Jakarta. The samples of this research are collected from TIKI’s customer in North Jakarta. The method of data collection was conducted by distributing questionnaires 200 respondents. The technique of data analysis used in this study was Partial Least Square and indirect effect test for mediation variable to example the hypotheses. The result are: first, the relationship between service quality have a significant and positive effect toward brand loyalty; second, the relationship between staff behaviour have a significant and positive effect toward brand loyalty; third, the relationship between service quality have a significant and positive effect toward customer satisfaction; forth, customer satisfaction have a significant and positive effect toward brand loyalty; fifth, customer satisfaction will mediate the effect between service quality on brand loyalty.

Deciphering the impact of responsiveness on customer satisfaction, cross-buying behaviour, revisit intention and referral behaviour

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Deepika Sharma ◽  
Justin Paul ◽  
Sanjay Dhir ◽  
Rashi Taggar
Keyword(s):  
Customer Satisfaction ◽  
Structural Equation ◽  
Partial Least Square ◽  
Least Square ◽  
Substantial Contribution ◽  
Content Type ◽  
Revisit Intention ◽  
Referral Behaviour ◽  
Buying Behaviour ◽  
The Impact

PurposeThe ease and convenience of online shopping are shifting the customers to e-tailers. This has prompted offline retailers to re-examine behavioural patterns along with a reconfiguration for a responsive retail model. The paper investigates the influence of responsiveness on customer satisfaction, cross-buying behaviour, revisit intention and referral behaviour.Design/methodology/approachData were collected via a survey answered by 793 fashion customers from India, and for data analysis, partial least square structural equation modelling (PLS-SEM) was employed. Path analysis was used to determine the interrelationships amongst the constructs used in the study.FindingsThe standardized path coefficients depict competitive responsiveness as the highest contributor of retailers' responsiveness followed by service responsiveness, employee responsiveness and customer responsiveness. The findings suggest that customer satisfaction acts as the biggest contributor to referral behaviour followed by cross-buying behaviour and revisit intentions.Originality/valueThis study has made a substantial contribution to fashion apparel retailing. The findings revealed that responsive retailing influences the customers' post-purchase behaviour as they engage in more cross-buying, revisiting and referral behaviour. The retailers are encouraged to carefully monitor their preparedness to deliver a combination of sensory, emotional, cognitive and social experience to their customers.

scholarly journals Whistleblowing System Mempengaruhi Kepatuhan Wajib Pajak Di Indonesia: Apakah Risiko Sanksi Pajak Memoderasi?

2020 ◽  
Vol 7 (2) ◽  
pp. 139-144
Author(s):  
Kahfi Fikrianoor ◽  
M. Rizki Utama ◽  
Faishal Prahatma Ganinda ◽  
Agung Dwi Nugroho ◽  
Amir Hidayatulloh
Keyword(s):  
Data Analysis ◽  
Data Collection ◽  
Tax Compliance ◽  
Partial Least Square ◽  
Least Square ◽  
Survey Method ◽  
Analysis Techniques ◽  
Risk Variable ◽  
Convenience Sampling

The purpose of this research was to determine the effect of whistleblowing system and sanction risk on taxpayer compliance. in addition, this research aims to determine whether the sanctions risk variable moderates between the whistleblowing system to taxpayer compliance in Indonesia. The population in this research is taxpayers in Indonesia. The sample in this research is an individual taxpayer residing in Indonesia. Sampling in this research using convenience sampling. The data collection of this research used a survey method with the help of a questionnaire distributed via Google forms. This research obtained 104 respondents. Data analysis techniques in this research used Partial Least Square with the help of WarpPLS. This research found that tax compliance in Indonesia is influenced by the Whistleblowing system and the risk of tax sanctions. However, the risk of tax sanctions cannot moderate the effect of the whistleblowing system on tax compliance in Indonesia

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