scholarly journals THE EFFECT OF CORPORATE IMAGE AND SERVICE QUALITY TO INTENTION TO MOVE THROUGH SATISFACTION IN MEMBER RAI FITNESS IN SAMARINDA CITY

2020 ◽  
Vol 4 (01) ◽  
Author(s):  
Aditya Pratama ◽  
Syarifah Hudayah ◽  
Gusti Noorlitaria Achmad
Keyword(s):  
Service Quality ◽  
Structural Equation ◽  
Structural Model ◽  
Corporate Image ◽  
Model Fit ◽  
Equation Modeling ◽  
Validity And Reliability ◽  
Structural Test ◽  
Negative Effect ◽  
Intention To Move

This study aims to analyze the influence of Company Image and Service Quality on Intentions to Move Through Satisfaction to Rai Fitness Members in Samarinda City. This research uses quantitative by using path analysis obtained with SPSS statistical software version 22.0 and Structural Equation Modeling (SEM) PLS (partial at least aquares). Samples taken in this study were 90 respondents distributed in Samarinda City, they are users Rai Fitness services in Samarinda city, the measurement uses a Likert scale with a score of 1-5. In this study also tested the validity and reliability test, then the estimation test and the model fit structural test were conducted. Based on the structural model we found, Company Image, Service Quality has a significant effect on Customer Satisfaction and a significant negative effect on Intentions to Move.

The effect of teaching style and academic enthusiasm of accounting and auditing students on stress, aggression, and anxiety

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Arash Arianpoor ◽  
Hameed Mohsen Khayoon
Keyword(s):  
Structural Equation ◽  
Design Methodology ◽  
Sampling Method ◽  
Structural Model ◽  
Teaching Style ◽  
Equation Modeling ◽  
Statistical Population ◽  
Content Type ◽  
Confirmatory Factor ◽  
Negative Effect

Purpose This study aims to investigate the effect of teaching style and academic enthusiasm of Iraqi accounting and auditing students on their stress, aggression and anxiety. Design/methodology/approach The statistical population in this study consists of two parts. The first is the Iraqi accounting and auditing students in Iran and the second is the Iraqi accounting and auditing students in Iraq. By available non-probability sampling method, 62 people (Iraqi students in Iran) and 102 (Iraqi students in Iraq) were selected as samples. In this research, a questionnaire was used to collect information. The validity of the questionnaire’s structure was confirmed by confirmatory factor analysis. Also, Cronbach’s alpha coefficients in this study indicating the measurement tool’s reliability. In this research, structural equation modeling has been used to analyze and test the hypotheses. The primary criteria for determining the coefficient and evaluating the path coefficients were used to evaluate the structural model. Findings Findings indicate that in Iraqi students in Iraq and Iraqi students in Iran, teaching style negatively affects stress, aggression and accounting and auditing students’ anxiety. Also, in the group of Iraqi students in Iraq and the group of Iraqi students in Iran, the eagerness to study has a significant negative effect on accounting and auditing students’ stress and anxiety. In contrast, the effect of the desire to study accounting and auditing students’ aggression was confirmed only in Iraqi students in Iraq. Originality/value As the accounting and auditing professions are among the most stressful occupations that increase the characteristics of aggression and anxiety in the employees of that profession, the results of leading research can show that the stress, anxiety and aggression of accounting and auditing students how to reduce through training so that their stress, anxiety and aggression do not appear in the workplace and the reports of accountants and auditors are not affected.

The Driving Forces of Customer Loyalty

2009 ◽  
pp. 1540-1557
Author(s):  
T. C.E. Cheng ◽  
L. C.F. Lai ◽  
A. C.L. Yeung
Keyword(s):  
Hong Kong ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Driving Forces ◽  
Corporate Image ◽  
Equation Modeling ◽  
Internet Service ◽  
Broadband Market

In this study we examine the driving forces of customer loyalty in the broadband market in Hong Kong. We developed and empirically tested a model to examine the antecedents of customer loyalty towards Internet service providers (ISPs) in Hong Kong. Structural equation modeling (SEM) was used to evaluate the proposed model. A total of 737 valid returns were obtained through a questionnaire survey. The results show that customer satisfaction, switching cost, and price perception are antecedents that lead directly to customer loyalty, with customer satisfaction exerting the greatest influence. Although we found that service quality significantly influences customer satisfaction, which in turn leads to customer loyalty, we did not find a direct relationship between service quality and customer loyalty. Our results also reveal that corporate image is not related to customer loyalty. Our empirical investigation suggests that investing huge resources in building corporate image can indeed be a risky strategy for ISPs.

scholarly journals The influence of service quality on satisfaction and behavioral intentions of football spectators: a study in Pernambuco football

2020 ◽  
Vol 32 (1) ◽  
Author(s):  
Marcos Antonio Barros Filho ◽  
Carlos Augusto Mulatinho de Queiroz Pedroso ◽  
Yves de Holanda Batista de Miranda ◽  
José Pedro Sarmento ◽  
Victor Henrique Rodrigues Silva ◽  
...  
Keyword(s):  
Structural Equation Modeling ◽  
Service Quality ◽  
Behavioral Intentions ◽  
Structural Equation ◽  
Structural Model ◽  
Positive Influence ◽  
Equation Modeling ◽  
Professional Football ◽  
Quality Perception ◽  
Game Players

The aim of this study was to examine the influence of service quality perception on spectators’ satisfaction and behavioral intentions in the Pernambuco Professional Football Championship of 2017 - Brazil. Data were collected on match days, using an adapted questionnaire, consisting of four variables. The sample was composed of spectators at the competition, divided into two moments (1st. n = 386 / 2nd. n = 620). The data were analyzed through two-step structural equation modeling in AMOS 24. After the refinement of the model, the results of the structural model [χ² (314) = 762.849 (p <.001) χ² / df = 2.42; GFI = .92; CFI = .95; RMSEA = .05] indicated that the players' performance positively influenced both satisfaction (β = .76, p <.001) and behavioral intentions (β = .33, p <.001). In turn, the crowd experience had a positive influence only on the spectators’ behavioral intentions (β = .38, p <.001). It is concluded that provision of service quality, positively evaluated by the spectators, especially in relation to the aspects of the game/players, is a way for the club to satisfy them and generate positive behavioral intentions.

scholarly journals The Effect of Service Quality, Corporate Image, and Price Perceived in Creating Customer Satisfaction and Loyalty on Education Business

2020 ◽  
Vol 10 (1) ◽  
pp. 45-56
Author(s):  
Slamet Heri Winarno ◽  
Aloysius Rangga Aditya Nalendra ◽  
Bryan Givan
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Quantitative Research ◽  
Corporate Image ◽  
Equation Modeling ◽  
Business Services ◽  
Price Perception ◽  
Customer Satisfaction And Loyalty

Competition in business services, especially education services show a trend that increasingly tight nowadays. Each school is required to be able to create a level of satisfaction and loyalty for its service users. This study was conducted to determine the effect of service quality, corporate image and price perception in creating customer satisfaction and loyalty. In this study using 173 respondents as a sample by using the method of saturated sampling. This research is a quantitative research using the observation method, interview, and spreading of the questionnaire. The analysis technique used is Structural Equation Modeling (SEM) with the path diagram. Variables used include quality of service (X1), corporate image (X2), price perception (X3), customer satisfaction (Y1) and customer loyalty (Y2). The results showed that customer satisfaction is influenced by corporate image and price perception of 18.4% while customer loyalty is influenced by price perception and customer satisfaction of 60.5%. This suggests that service quality is not always a decisive factor in customer satisfaction and loyalty.

scholarly journals ANTESEDEN BEHAVIORAL INTENTIONS PADA PENGGUNA JASA TRANSPORTASI BUS TARIF PREMIUM

2019 ◽  
Vol 12 (2) ◽  
pp. 207
Author(s):  
Yasintha Soelasih ◽  
Reinandus Aditya Gunawan
Keyword(s):  
Structural Equation Modeling ◽  
Service Quality ◽  
Public Transportation ◽  
Behavioral Intentions ◽  
Structural Equation ◽  
Personal Characteristics ◽  
Personal Characteristic ◽  
Equation Modeling ◽  
Validity And Reliability ◽  
Selection Of

<p><em>The purpose of this study is to examine service quality, location, and personal characteristic toward behavioral intentions of premium bus fare transportation. Therefore, this research emphasizes consumer behavior in the use of public transportation, especially premium ones. This study uses 217 data, which </em><em>are</em><em>done by validity and reliability tests, and the </em><em>hyphotheses are analyzed by using</em><em>structural equation modeling (SEM). The results showed that service quality and location have an influence on behavioral intentions, while personal characteristics do not have an influence on behavioral intentions. The implication of this research is to pay attention to premium bus transportation providers in the selection of locations.</em></p>

scholarly journals Peran Kepuasan Pelanggan Pada Hubungan Kausalitas Antara Kualitas Layanan Terhadap Niat Beralih

2021 ◽  
Vol 2 (2) ◽  
pp. 316-335
Author(s):  
Alan Rusdiana ◽  
L Suparto LM
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Structural Equation ◽  
Sampling Technique ◽  
Equation Modeling ◽  
Negative Effect ◽  
Core Service ◽  
The Relationship ◽  
Positive Effect

This type of research is associative research. This research takes the title: “This type of research is associative research. This research takes the title: "The Role of Customer Satisfaction on the Causality Relationship Between Service Quality and Switch Intention (Study on Fitra Majalengka hotel visitors)”. The purpose of this study was to determine the partial effect of core service quality and encounter on switching intentions with the mediating factor of customer satisfaction. The population in this study were all visitors to the Fitra Majalengka hotel. The sampling technique used is purposive sampling. The number of respondents in this study was 120. The data were analyzed using structural equation modeling (SEM) with AMOS 21 software. The results of this study indicate that 1) core service quality has no effect on switching intentions, 2) encounter service quality has no effect on switching intentions, 3) core service quality has a positive effect on customer satisfaction, 4) encounter service quality has a positive effect on customer satisfaction, 5 ) customer satisfaction has a negative effect on switching intentions, 6) customer satisfaction mediates the negative effect of core service quality on switching intentions, 7) customer satisfaction mediates the negative effect of encounter service quality on switching intentions. An important finding from this study is that it can confirm the concept of EDT in which customer satisfaction becomes a mediating variable between the relationship between core service quality and encounter with switching intentions.

scholarly journals Hospital Service Quality and Patient Satisfaction: A Moderating Role of Trustworthiness

2020 ◽  
Vol 6 (1) ◽  
pp. 237-250
Author(s):  
Tariq Rafi ◽  
Muhammad Khalique ◽  
Sulaman Hafeez Siddiqui
Keyword(s):  
Patient Satisfaction ◽  
Service Quality ◽  
Emotional Exhaustion ◽  
Organizational Citizenship Behavior ◽  
Structural Equation ◽  
Structural Model ◽  
Healthcare Sector ◽  
Equation Modeling ◽  
Hospital Service ◽  
Medical Apparatus

 The aim of the present study is to determine the effects of hospital service qualities on patient satisfaction in the healthcare sector of Pakistan. By using the non-probability sampling, 292 sample was gathered. Emotional exhaustion, organizational citizenship behavior, hospital and nurses facilities were used as predictors and trustworthiness was used as a moderator. The results from structural equation modeling revealed that hospital facilities quality and OCB have been found positively significant while nursing service quality and emotional exhaustion have been found insignificant in relation with patient satisfaction. Moreover, trustworthiness does not moderates any relationship in the structural model. The study concluded that the staff allocated is manifesting form of behavioral citizenship structured by cultural decorum and locally acceptable norms. Alongside citizenship, high quality miscellaneous supportive provisions comprising of sufficient backup equipment, medical apparatus and tools as well as the regular maintenance of utilities stand as considerable satisfaction determining aspects for patients. The cognitive dimensions in the form of trust structuring attributes don’t really add much to the contributions of facilities and citizenship found in hospitals.

scholarly journals Pengaruh Kualitas Layanan Terhadap Loyalitas Nasabah Melalui Kepuasan Nasabah Dengan Citra Perusahaan Sebagai Variabel Moderating (Studi Kasus Pada PT. Bank BRI Persero Tbk.Cabang Tenggarong)

2021 ◽  
Vol 21 (2) ◽  
pp. 17-35
Author(s):  
Deri Pranoto ◽  
Mawardi Mawardi
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Positive Relationship ◽  
Marketing Research ◽  
Statistical Test ◽  
Corporate Image ◽  
Equation Modeling ◽  
Service Excellence

Abstract:                The purpose of this study was to determine the effect of service quality on customer loyalty and to determine the effect of service quality on customer satisfaction at PT. Bank BRI Tenggarong Branch. As one of the state-owned banks with the largest profits in Tenggarong District, the problems that occur in Bank BRI are the Marketing Research Indonesia Survey (MRI) on customer loyalty and The Best Bank Service Excellence 2016 to 2017 shows that Bank BRI's score in terms of service and customer loyalty is still far from expectations. This means that Bank BRI has not succeeded in creating and managing customer loyalty properly. This study uses data analysis using Structural Equation Modeling (SEM) assisted by SmartPLS version 3.2.8. by testing the hypothesis using the t statistical test. The number of samples used amounted to 143 people.                The results showed that the service quality variable had a significant effect on customer loyalty. The service quality variable has a significant effect on customer satisfaction. The variable of customer satisfaction has a significant effect on customer loyalty. The corporate image variable has no significant effect on customer loyalty. The service quality variable indirectly has a significant effect on customer loyalty through customer satisfaction so that the customer satisfaction variable is partially proven or there is partial mediation and the corporate image variable has no significant effect in moderating the customer satisfaction variable on customer loyalty with a positive relationship direction (strengthening) and the image variable. companies in this study are included in the Moderation Potential type (Homologiser Moderator)   Keywords: Service Quality, Customer Loyalty, Customer Satisfaction, Satisfaction Customers, Company Image

Consumers Attitude towards Ads on Social Media

2019 ◽  
Vol 3 (ii) ◽  
Author(s):  
Biraj Ghimire ◽  
Bharat Singh Thapa ◽  
Suman Dahal
Keyword(s):  
Social Media ◽  
Factor Analysis ◽  
Structural Equation ◽  
Discriminant Validity ◽  
Structural Model ◽  
Principal Component ◽  
Equation Modeling ◽  
Purchase Decision ◽  
Intention To Use ◽  
Validity And Reliability

The purpose of the study was to investigate influence of advertisement traits on attitude towards Ads on social media and intention to use them for purchase decision. The study used Structural Equation Modeling (SEM) to examine the relationship. The validity and reliability of the constructs were evaluated using exploratory factor analysis (EFA). The EFA was conducted using Principal Component Analysis and Varimax Rotation Method. 7 factors explained 67% of variation. The result also showed sampling adequacy with Kaiser-Meyer-Olin (KMO) test and Bartlett’s Test of Sphericity indicated that sample of 255 was appropriate for factor analysis. The result provided a justifiable range of construct reliability and discriminant validity. Consequently, structural model was developed. Confirmatory Factor Analysis was conducted to test the goodness of the model. The result indicated that advertisement contents on social media with informative and entertaining were more likely to be used by the consumers. Similarly, favorable attitude towards Ads on social media had a positive intention to use the message for purchase decision. Key words: Marketing, Attitude, Ads on social media, Consumers, Factor analysis, Message

The Effect of Service Quality, Customer Learning on Corporate Image, Satisfaction, Commitment, Loyality, and Customer Savings Interests and Decisions

2021 ◽  
Vol 17 (2) ◽  
pp. 43-61
Author(s):  
Nasrul Nasrul
Keyword(s):  
Structural Equation Modeling ◽  
Service Quality ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Corporate Image ◽  
Equation Modeling ◽  
Saving Bank ◽  
The Public ◽  
Customer Commitment ◽  
Customer Learning

Today, the expansion of monetary objects is developing rapidly. It is very useful to study the features contained in it. The purpose of this research is to examine the effect of service quality, customer learning, corporate image, satisfaction, trustworthiness, customer loyalty, customer commitment, and customer savings interests and decisions of four government banks in Southeast Sulawesi Province. The study used quantitative approach. Data were obtained through questionnaires and were quantitatively analyzed to test the research hypotheses. This study used a sample of 200 respondents from 4 banks or averagely 50 respondents per bank. The approach used in this study is structural equation modeling. The results showed that in order to provide satisfaction to customers, banks must improve education for customers in addition to improving services. In addition, customer commitment will increase if customer learning also increases, and to influence customer interest and decisions on saving, bank must promote growth by explaining the benefits of saving to the public.

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