scholarly journals Loyalty among online food delivery customers: Extended scale of e-service quality

2021 ◽  
Vol 20 (2) ◽  
pp. 167-174
Author(s):  
Hendrick Hernando ◽  
Wely Hadi Gunawan
Keyword(s):  
Service Quality ◽  
Customer Loyalty ◽  
Service Providers ◽  
Quality Measurement ◽  
Food Delivery ◽  
Partial Least Square ◽  
Least Square ◽  
Online Questionnaire ◽  
Contradictory Finding ◽  
Insight Into

Considering the contradictory finding regarding e-service quality influence toward customer loyalty in the context of online food delivery (OFD) service, we evaluate e-service quality measurement by adding an extended indicator. Our study aims to validate payment flexibility as an extended indicator and examine e-service quality influence on customer loyalty. Data were collected through an online questionnaire involving 100 OFD customers in West Java (Indonesia). The Partial Least Square (PLS-SEM) technique was used to analyze data from that answered questionnaire. Interestingly, our findings showed that payment flexibility is valid and reliable as an e-service quality indicator. Moreover, the influence of e-service quality on OFD customer loyalty is found to be statistically significant. Finally, this study provides new insight into the existing knowledge of e-service quality and generates valuable implications. OFD service providers are suggested to ensure order suitability in retaining their customer loyalty.

A Consuequence of Statisfaction and Loyalty: How Brand nd Purchase Intention Affect Its (An empirical study of Bengkulu)

2020 ◽  
Vol 7 (2) ◽  
pp. 61-70
Author(s):  
Fachri Eka Saputra ◽  
Fedyah Anggriani
Keyword(s):  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Purchase Intention ◽  
Partial Least Square ◽  
Least Square ◽  
Primary Data ◽  
Price Fairness ◽  
Online Questionnaire ◽  
Positive Effect ◽  
Descriptive Method

The purpose of this study as to determine how the effect of waterpark image and price fairness on customer satisfaction and its implications for customer loyalty at Waterpark Wahana Surya Bengkulu. The measurement of this study uses 14 indicator items which are distributed using an online questionnaire. The number of samples in this study were 136 respondents and the data were analyzed using SEM PLS (Partial Least Square). Date were collected using a questionnaire using a Likert scale. This research used descriptive method with a quantitative approach. The type of data used in this study is primary data. The results of this study prove that 1. waterpark image has a positive effect on price fairness, 2. Waterpark image has a positive effect on customer satisfaction, 3. Fairness of price has a positive effect on customer satisfaction, 4. Waterpark image has a positive effect on customer loyalty, 5. Fairness of price has a positive effect on customer loyalty, 6. Customer satisfaction has no effect on customer loyalty.

Customer satisfaction with sommelier services of upscale Chinese restaurants in Hong Kong

2019 ◽  
Vol 31 (4) ◽  
pp. 532-554 ◽  
Author(s):  
Tommy Lau ◽  
Man Lai Cheung ◽  
Guilherme D. Pires ◽  
Carol Chan
Keyword(s):  
Hong Kong ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Positive Impact ◽  
Partial Least Square ◽  
Least Square ◽  
Survey Method ◽  
Content Type ◽  
The Impact

Purpose The abolishment of the wine tax in Hong Kong has led to increased wine consumption and increased demand for wine-related professionals, such as sommeliers. Yet the importance of sommeliers’ value-adding performance in the context of upscale Chinese restaurants has not been examined. To address this gap, the SERVQUAL framework is adopted to examine the influence of sommeliers’ service quality (SQ) on customer satisfaction (CS) and loyalty in the context of upscale Chinese restaurants in Hong Kong. Design/methodology/approach The survey method is used to collect data from 302 units of the population of interest, partial least square-structural equation modelling (PLS-SEM) is used to test the links between constructs. Findings Four of the seven dimensions of sommeliers’ service quality, namely, empathy, tangibles, credibility and assurance, have a significant positive impact on customer satisfaction and customer loyalty, whereas the impact of perceived value and responsiveness on customer satisfaction and customer loyalty is positive but only marginally significant. Reliability has a weak and non-significant impact on customer satisfaction and customer loyalty. Research limitations/implications Examining a small number of upscale Chinese restaurants in Hong Kong limits generalisation of the findings to other contexts. Replication of the research in different contexts will enhance generalizability. In terms of implications, the discussion highlights the importance of sommeliers’ service performance on customers’ SQ perceptions SQ, CS and loyalty, all of which are important variables for restaurateurs. Originality/value To the best of the authors’ knowledge, this is the first study of the influence of the quality of sommelier’s SQ on CS and loyalty in upscale Chinese restaurants in Hong Kong. Given the lack of attention to this service role in the literature, the study contributes theory from which further understanding can develop.

scholarly journals role of brand image and customer commitment in mediating service quality towards customer loyalty

2021 ◽  
Vol 9 (1) ◽  
pp. 79-89
Author(s):  
Anak Agung Bagus Putra Mahatama ◽  
Made Wardana
Keyword(s):  
Service Quality ◽  
Customer Loyalty ◽  
Sampling Method ◽  
Brand Image ◽  
Partial Least Square ◽  
Least Square ◽  
Credit Institution ◽  
Customer Commitment ◽  
Technology Improvement

The purpose of this study is to explain the role of brand image and customer commitment in mediating the effect of service quality on customer loyalty. The population in this study is customers at Kedonganan Village Credit Institution. The purposive sampling method has been used with 130 respondents included. Questionnaires were distributed and the result are analyzed using PLS (Partial Least Square) technique. The results of this study indicate that service quality has a positive and significant effect on brand image, customer commitment, and customer loyalty at Kedonganan Village Credit Institution. There was a significant role of brand image and customer commitment in mediating the effect of service quality on customer loyalty at Kedonganan Village Credit Institution. In order to improve brand image and customer commitment, it is hoped that Kedonganan Village Credit Institution will be able to provide faster service, attractive promotions, and technology improvement to encourage customer loyalty.

scholarly journals Studi Mediasi Kepuasan Pelanggan Pada Industri Retail: Peran Kualitas Layanan dan Implikasinya terhadap Loyalitas Pelanggan

IQTISHODUNA ◽  
2020 ◽  
Vol 16 (2) ◽  
pp. 115-130
Author(s):  
Mohammad Nur Safri Ramadhan ◽  
Nur Asnawi
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Direct Effect ◽  
Customer Loyalty ◽  
Comparative Research ◽  
Partial Least Square ◽  
Least Square ◽  
Retail Service ◽  
Retail Service Quality ◽  
Pls Method

The purpose of this research is to determine the direct effect of retail service quality on customers' loyalty and satisfaction, the effect of customer satisfaction on their loyalty and how much customer satisfaction mediates retail service quality on customers' loyalty on Super Indo Bendungan Sutami customers, Malang. This research method uses comparative research with a quantitative approach. The sample used was 120 respondents with collected data by a questionnaire. The data analysis in this study used the Partial Least Square (PLS) method. The results of this research indicate that there is a direct effect of the retail service quality variable upon customers' loyalty and also on customer satisfaction which has a direct influence on customers of Super Indo Bendungan Sutami. Meanwhile, loyalty and can mediate the effect of retail service quality on customer loyalty.               

scholarly journals Analysis of the Effect of Service Quality and Customer Satisfaction on the Repurchase Intention, Word of Mouth and Customer Retention for Party Equipment Rental ˋˋSuyono" in Surabaya

2021 ◽  
Author(s):  
Muchammad Zaenal Arifin Rahmatulloh ◽  
Tina Melinda
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Word Of Mouth ◽  
Service Providers ◽  
Customer Retention ◽  
Partial Least Square ◽  
Least Square ◽  
Significant Positive Effect ◽  
Repurchase Intention ◽  
Positive Effect

The purpose of this study was to provide an understanding of how service quality and customer satisfaction influence the repurchase intention, word of mouth and customer retention at the party equipment rental company “Suyono”in Surabaya. A survey was conducted with 70 service users of “Suyono”. The study used a quantitative approach to explain the causal relationship between the variables. The researcher selected the participants individually. The Partial Least Square analysis technique was used, assisted by the Smart PLS 3.0 application. The results of this study showed that the quality of service had a significant positive effect on customer satisfaction and customer retention; and customer satisfaction had a significant positive effect on repurchase intention and word of mouth. Customer satisfaction did not have a significant effect on customer retention. Therefore, service providers are strongly advised to focus on improving service quality and customer satisfaction to increase customer retention. These results can be applied by companies to increase repurchase intentions, word of mouth and customer retention, especially companies in the service sector. Keywords: service quality, customer satisfaction, repurchase intention, word of mouth

scholarly journals Faktor yang Mempengaruhi Loyalitas Pelanggan SPBU Pertamina di Jakarta

2020 ◽  
Vol 2 (4) ◽  
pp. 925
Author(s):  
Grace Rumondang Ullina Pohan ◽  
Cokki Cokki
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Partial Least Square ◽  
Least Square ◽  
Equation Modeling ◽  
Convenience Sampling ◽  
Data Collection Technique ◽  
Price Perceptions

The purpose of this study is to test the effect of service quality, price perception, and trust directly on customer loyalty or indirectly through customer satisfaction. The population of this study was 100 Pertamina gas station customers in Jakarta. The data collection technique used is convenience sampling by distributing online questionnaires. Data analysis used the Partial Least Square-Structural Equation Modeling (PLS-SEM) technique. The results of this study are service quality and trust affect customer loyalty directly and indirectly through customer satisfaction, but price perceptions can only affect customer loyalty indirectly through customer satisfaction. Tujuan dari penelitian ini adalah untuk menguji pengaruh kualitas pelayanan, persepsi harga, dan kepercayaan terhadap loyalitas pelanggan secara langsung dan tidak langsung melalui kepuasan pelanggan. Populasi dari penelitian ini adalah 100 pelanggan SPBU Pertamina di Jakarta. Teknik pengambilan data yang digunakan adalah convenience sampling dengan menyebarkan kuesioner daring. Data analisis dengan menggunakan teknik Partial Least Square-Structural Equation Modelling (PLS-SEM). Hasil penelitian ini adalah kualitas pelayanan dan kepercayaan mempengaruhi loyalitas pelanggan secara langsung dan secara tidak langsung melalui kepuasan pelanggan, tetapi persepsi harga hanya dapat mempengaruhi loyalitas pelanggansecara tidak langsung melalui kepuasan pelanggan.

scholarly journals The Effect of E-Service Quality on Satisfaction and Its Impact on Customer Loyalty of Mobile Banking Users (Case Study of Bank Syariah Mandiri KCP Belawan)

2021 ◽  
Vol 4 (2) ◽  
pp. 2717-2729
Author(s):  
Marliyah Marliyah ◽  
M. Ridwan ◽  
Ayu Kartika Sari
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Partial Least Square ◽  
Least Square ◽  
Equation Modeling ◽  
Mobile Banking ◽  
Sample Number ◽  
Relationship Of ◽  
The Relationship

Bank Syariah Mandiri (BSM) is a real example of a bank that has utilized information technology as an additional service provided to improve the customer experience in transacting online via the internet, namely through a mobile banking application. The application of mobile banking is one form of BSM's commitment in providing good quality electronic services, and can be felt and assessed by customers who have used it. These assessments can then affect their level of satisfaction. Based on this, it then encouraged researchers to test the influence of the quality of mobile banking electronic services offered by Bank Syariah Mandiri KCP Belawan on the satisfaction and loyalty of mobile banking users. This research is intended to analyze the effect of e-service quality on customer satisfaction and its impact on customer loyalty. Questionnaire items used as many as 35 items. Data collection is done by distributing questionnaires to customers of Bank Syariah Mandiri KCP Belawan who at least have an account and use BSM mobile banking application for 3 (three) months with a sample number of 84 people determined by nonprobability sampling method. The analytical technique used is Structural Equation Modeling Partial Least Square (SEM-PLS). The results obtained in this study are that: (1) The relationship of e-service quality has a positive and significant effect on customer satisfaction. This can be proven from the t-value greater than 1.96 which is 13,230. Thus, H1 in this study was accepted. (2) The relationship of e-service quality has a positive and significant effect on customer loyalty. This can be proven from the t-value greater than 1.96 which is 3,267. Thus, H2 in this study was accepted. (3) Customer satisfaction relationship has a positive and significant effect on customer loyalty. This can be proven from the t-value greater than 1.96 which is 3,666. Thus, H3 in this study was accepted.

scholarly journals Analyzing the Antecedents (I.E., Service Price and Service Quality) and Consequences (I.E., Repurchase Intention and Customer Loyalty) Of Customer Satisfaction in Transportation Industry of Ghana: The Mediated Model.

2021 ◽  
Vol 7 (07) ◽  
Author(s):  
PATRICIA DZIGBORDI AFEDO ◽  
YAPING QU
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Public Transportation ◽  
Explanatory Power ◽  
Partial Least Square ◽  
Least Square ◽  
Equation Modeling ◽  
Repurchase Intention ◽  
Transportation Industry

Background: Transportation is a service that Government across the world recognize as being an important facet in the advancement of environmentally, socially, and economically sustainable communities. However, the public transport usage is still much lower than automobile in most of the regions around the globe, and therefore,, novel strategies requires to be updated to promote the usage public transportation. Purpose: This research aims to explore the antecedents and consequences of customer/passenger’s satisfaction in the context of transportation industry in Ghana. In addition, to investigate the mediating role of customer satisfaction between service quality and customer loyalty. Design/methodology/approach: The study randomly selected respondents and data was collected through sharing online survey form generated using Google form. The study used partial least square structural equation modeling for the path analysis of 423 passengers of bus transport. Findings: The research findings of the study includes the direct positive and significant effect of service price and service quality on customer satisfaction and customer satisfaction on repurchase intention and customer loyalty. In addition, customer satisfaction partially mediate the relationship between service quality and customer loyalty. Conclusion: This research has implications for practitioners and scholars interested in exploring importance of service quality and customer satisfaction in the context of transportation. It builds an empirical, hypothesized model, which has 38.5% explanatory power.

scholarly journals Pengaruh Kualitas Pelayanan Islami Terhadap Kepuasan dan Loyalitas Nasabah Bank BRI Syariah Surabaya

2015 ◽  
Vol 1 (9) ◽  
pp. 622
Author(s):  
Rizky Pratama Putra ◽  
Sri Herianingrum
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Sampling Technique ◽  
Partial Least Square ◽  
Least Square ◽  
Religious Knowledge ◽  
Loyal Customer ◽  
Customer Satisfaction And Loyalty

This study aims to determine the influence of the Islamic service quality on customer satisfaction and loyalty switching intentions moderated by religious knowledge level in in Customer of BRISyariah Bank in Surabaya.The research method used is quantitative approach. This research use a total of 96 customers of BRISyariah Surabaya. Customer characteristics used are Moslem, registered as a funding or deposit customer for at least a year. The sampling technique is purposive sampling. This research uses a method PLS (Partial Least Square).The results showed that Islamic service quality has a positive and significant impact on customer satisfaction. Other results showed that customer satisfaction has significant impact to customer loyalty and Islamic service quality has significant effect on customer loyalty. This results in accordance with the theory of Othman and Owen that CARTER could be used to measure the quality of service on Islamic Banking. Suggestion for the BRISyariah Bank in Surabaya should maintain and improve its service quality in order to improve satisfaction and form a loyal customer. For further research, can be done by adding another variable which affect customer satisfaction and loyalty.

The effect of logistics service quality on customer loyalty: case of logistics service industry

2019 ◽  
Vol 9 (1) ◽  
pp. 43-61 ◽  
Author(s):  
Sehrish Huma ◽  
Waqar Ahmed ◽  
Minhaj Ikram ◽  
Muhammad Ibrahim Khawaja
Keyword(s):  
Service Quality ◽  
Developing Country ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Partial Least Square ◽  
Least Square ◽  
Future Research ◽  
Content Type ◽  
Logistics Service ◽  
Logistics Service Quality

Purpose Logistics service quality and customer loyalty have recently become the topic of discussion in both developing and under-developing countries. The purpose of this paper is to understand the logistics service quality factors contributing to customer loyalty in a developing country context. Design/methodology/approach Data were collected from 250 respondents who were direct or indirect clients of logistics firms, through online questionnaire distribution. Partial Least Square Structural Equation Modelling was used to examine the hypothesized relationships. Findings The findings of this research revealed that operational logistics service quality (OLSQ) and relational logistics service quality have a significant impact on customer loyalty. Moreover, for enhancing customer loyalty, relationship quality is the key factor. Practical implications Research reveals that even in a developing country like Pakistan, it is important for carriers to establish high-level relational and OLSQ to satisfy shipper. It will correspondingly add worth to the discussion in the literature and it shall also provide the basis for future research studies. Originality/value The novelty of this paper is logistics service quality and its effect on customer loyalty from the perspective of a developing country, specifically due to geographical importance in the context of the China–Pakistan Economic Corridor.

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