scholarly journals EFFECT OF CUSTOMER VALUE AND CUSTOMER EXPERIENCE ON CUSTOMER SATISFACTION AND LOYALTY PT MERATUS SAMARINDA

2020 ◽  
Vol 4 (01) ◽  
Author(s):  
Hasfar M ◽  
Theresia Militina ◽  
Gusti Norlitaria Achmad
Keyword(s):  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Customer Value ◽  
Structural Equation ◽  
Customer Experience ◽  
Statistical Test ◽  
Statistical Hypothesis ◽  
Equation Modeling ◽  
Value Effect ◽  
Customer Satisfaction And Loyalty

This study aims to determine the effect of customer value and customer experience to customer satisfaction and loyalty PT Meratus. The population in this study are customers of PT Meratus by the number of 80 customers. Methods of data collection is done by providing a list of questions or the questionnaire respondents who are customers of PT Meratus, where questionnaires were distributed to such subscribers. This study uses data analysis tool which Partial Least Square (PLS), then this study using structural equation modeling analysis method or path analysis to determine the causal relationship between the latent variables contained in the structural equation. While testing the hypothesis tested boost strap resampling method developed by Geisser and Stone. Statistical test used statistical test t or t test, with statistical hypothesis. The tools used in processing the data using PLS Smart program. The results of this study indicate that 1) customer experience influence positive and significant to customer satisfaction, 2)) customer experience influence positive and significant customer loyalty, 3) customer value effect on positive and significant to customer satisfaction, 4) customer value effect positive but are not with significant customer loyalty, 5) customer satisfaction and significant positive effect on customer loyalty.

FEATURE,NILAI, KEPUASAN DAN LOYALITAS PELANGAN

2017 ◽  
Vol 2 (1) ◽  
pp. 45-52
Author(s):  
Iha Haryani Hatta
Keyword(s):  
Structural Equation Modeling ◽  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Significant Influence ◽  
Customer Value ◽  
Structural Equation ◽  
Equation Modeling ◽  
Relationship Of ◽  
The Relationship ◽  
Customer Satisfaction And Loyalty

The aim of this study was to determine the relationship of the features of the value, satisfaction, and customer loyalty; the effect on the value of customer satisfaction and loyalty; influence of satisfaction on customer loyalty. A total of 200 merchant PT. BANK XYZ as respondents was selected randomly. Analyses were performed using structural equation modeling (SEM). The analysis showed that the feature has a significant influence on customer value, but not for customer satisfaction and loyalty. The values has a significant influence on satisfaction, but not on customer loyalty. Satisfaction has a significant influence on customer loyalty. Discussion and conclusions described in the article. Keywords: features of the value, satisfaction, customer loyalty

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 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

scholarly journals PENGARUH SERVICE QUALITY, BRAND IMAGE, BRAND EQUITY DAN CORPORATE REBRANDING TERHADAP KEPUASAN DAN LOYALITAS PELANGGAN PADA TRANSMART INDONESIA

BISMA ◽  
2020 ◽  
Vol 14 (3) ◽  
pp. 191
Author(s):  
Raden Andi Sularso
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Brand Equity ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Brand Image ◽  
Sampling Technique ◽  
Equation Modeling ◽  
Corporate Rebranding ◽  
Customer Satisfaction And Loyalty

This study analyzes the effect of service quality, brand image, brand equity, and corporate rebranding on customer satisfaction and loyalty of Transmart. The sample consisted of 200 respondents taken using the random sampling technique. Data were analyzed using Structural Equation Modeling. The results prove that service quality, brand image, and brand equity affect customer satisfaction and loyalty of Transmart. Corporate rebranding has a direct effect on customer satisfaction but does not affect the customer loyalty of Transmart. Keywords: brand equity, brand image, corporate rebranding, service quality

scholarly journals PREDIKSI CUSTOMER EXPERIENCE DAN SERVICE QUALITY TERHADAP CUSTOMER LOYALTY: CUSTOMER SATISFACTION SEBAGAI VARIABEL MEDIASI

2021 ◽  
Vol 5 (1) ◽  
pp. 191
Author(s):  
Keni Keni ◽  
Kavira Kamate Sandra
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Sampling Method ◽  
Customer Experience ◽  
Partial Least Square ◽  
Least Square ◽  
Equation Modeling ◽  
Convenience Sampling

Pertumbuhan tingkat penjualan ritel di Indonesia bernilai negatif selama satu tahun terakhir. Berbagai fenomena yang terjadi akibat pandemi yang sudah berlangsung sejak tahun 2020 menyebabkan penurunan tersebut, seperti pengurangan gaji dan pemutusan hubungan kerja yang berdampak terhadap penurunan daya beli masyarakat, sehingga menghambat kinerja perusahaan ritel. Oleh sebab itu, perusahaan ritel perlu memperbaiki kinerjanya dengan meningkatkan loyalitas pelanggan yang merupakan sebuah upaya untuk mempertahankan pelanggan yang sudah ada. Penelitian ini bertujuan untuk menguji apakah 1) pengalaman pelanggan dapat memprediksi kepuasan pelanggan. 2) kualitas pelayanan dapat memprediksi kepuasan pelanggan. 3) pengalaman pelanggan dapat memprediksi loyalitas pelanggan. 4) kualitas pelayanan dapat memprediksi loyalitas pelanggan. 5) kepuasan pelanggan dapat memprediksi loyalitas pelanggan. 6) kepuasan pelaggan memediasi prediksi pengalaman pelanggan pada loyalitas pelanggan. 7) kepuasan pelanggan memediasi prediksi kualitas pelayanan pada loyalitas pelanggan. Sampel dipilih dengan menggunakan metode non-probability sampling yang berupa teknik convenience sampling pada 200 responden dan Partial Least Square – Structural Equation Modeling (PLS-SEM) dilakukan untuk menguji hipotesis penelitian. Hasil penelitian ini menunjukan bahwa pengalaman pelanggan dan kualitas pelayanan berpengaruh signifikan untuk memprediksi kepuasan pelanggan, pengalaman pelanggan memiliki pengaruh signifikan untuk memprediksi loyalitas pelanggan, kualitas pelayanan tidak berpengaruh signifikan untuk memprediksi loyalitas pelanggan, kepuasan pelanggan memiliki pengaruh signifikan untuk memprediksi loyalitas pelanggan, dan kepuasan pelanggan memediasi prediksi pengalaman pelanggan dan kualitas pelayanan pada loyalitas pelanggan.  Retail’s sales-growth in Indonesia has been decreasing since last year. Various phenomenons which are caused by the pandemic that has been happening since 2020 has caused the decrease, such as reduction in salary and laid off that resulted in reducing purchasing power which then obstruct retail firm’s performance. Therefore, retail firms should improve their performance by increasing customer loyalty which is an attempt to retain existing customers. This research aimed to examine whether 1) customer experience can predict customer satisfaction.  2) service quality can predict customer satisfaction. 3) customer experience can predict customer loyalty. 4) service quality can predict customer loyalty. 5) customer satisfaction can predict customer loyalty. 6) customer satisfaction mediates the prediction customer experience on customer loyalty. 7) customer satisfaction mediates the prediction service quality on customer loyalty. The sample of this study was selected by using the non-probability sampling method, which is convenience sampling method, with a total amount of 200 respondents and Partial Least Square – Structural Equation Modeling (PLS-SEM) was conducted for the hypotheses testing. The findings of this study illustrate that customer experience and service quality has significant effect to predict customer satisfaction, customer experience has significant effect to predict customer loyalty, service quality has not significant effect to predict customer loyalty, customer satisfaction has significant effect to predict customer loyalty, customer satisfaction mediates the prediction of customer experience and service quality on customer loyalty.

scholarly journals Analisis Pengaruh Kepercayaan dan Harga Terhadap Loyalitas Pelanggan Dimediasi Kepuasan Pada PT. Telkomsel di Kota Kediri

2016 ◽  
Vol 3 (02) ◽  
Author(s):  
Nur Laely
Keyword(s):  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Random Sampling ◽  
Structural Equation ◽  
Sem Analysis ◽  
Equation Modeling ◽  
Negative Effects ◽  
Customer Trust ◽  
The Relationship ◽  
Customer Satisfaction And Loyalty

To know clearly about customer satisfaction and loyalty at PT. Telkomsel in KediriTown of East Java, this research focused on the models of customer’s satisfaction andloyalty increase based on customer trust, and product prices. From the testing results ofthe model in this research, by using random sampling, structural equation modeling (SEM)analysis, and the assistance of software Amos 20, on 150 respondents, it was able toexplain the relationship between trust, price, and customer satisfaction on the customerloyalty in PT. Telkomsel in Kediri Town of East Java. In this research, it was obtained astrong influence of customer trust and satisfaction, amounting to 0.429, and a stronginfluence between customer satisfaction and loyalty, that is of 0.233, it showed that, withthe rising customer trust, it will increase customer satisfaction, which in turn raise theloyalty of PT. Telkomsel customers.In this study, it also found the negative effects of price and customer satisfaction,amounting to -0.089, and the strong influence of negative between price and loyalty ofcustomers, that is of -0.406, this case indicated that, with the rising of product prices, itwill lower customer satisfaction, which further lowers the loyalty of PT. Telkomselcustomers.Keywords: trust, prices, satisfaction, and customer loyalty

scholarly journals Effect of Customer Value and Satisfaction on Customer Loyalty: Evidence on Indonesian Islamic Bank

2020 ◽  
Vol 4 (1) ◽  
pp. 413
Author(s):  
Rifaatul Indana
Keyword(s):  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Customer Value ◽  
Structural Equation ◽  
Perceived Value ◽  
Equation Modeling ◽  
Online Questionnaire ◽  
Central Java ◽  
The Right ◽  
Positive Effect

Given the importance of perceived value and high satisfaction for companies in creating loyalty to achieve their goals and to empirically prove testing, the researchers formulated the problem in research specifically: (1) Does perceived value have an influence on customer loyalty, (2) Does satisfaction affect customer loyalty?. This study uses a Structural Equation Modeling (SEM) approach which is carried out through AMOS software. This research was conducted by utilizing community surveys with online questionnaire. The Sample of this research is 150 respondents, majority of respondents came from the provinces of Central Java and the Special Region of Yogyakarta. Based on the results of the analysis show: customer value has a positive effect on customer satisfaction (CR = 2.492, P = 0.019, H1 supported), customer value has a positive effect on customer loyalty (CR = 2.53, P = 0.026, H2 supported), customer satisfaction has a positive effect on customer loyalty (C.R. = 3.521, P = 0.000, H3 supported). Satisfaction are in a position to create a positive response to the creation of services for consumers, furthermore perceived value plays an important role in representing various client needs and company satisfaction, in the right preferences.

scholarly journals Does The Banking Information System Affect Customer Satisfaction and Loyalty?

2020 ◽  
Vol 4 (1) ◽  
pp. 353
Author(s):  
Defi Insani Saibil
Keyword(s):  
Information System ◽  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Online Survey ◽  
Internet Banking ◽  
Equation Modeling ◽  
Islamic Banking ◽  
Central Java ◽  
Customer Satisfaction And Loyalty

This research examines customer satisfaction and loyalty in Islamic banking in the use of internet banking. The research was conducted based on the increase in e-banking users in Islamic banking in Indonesia. E-banking is one of the banking information system services needed today. The research method was carried out using the method of Structural Equation Modeling (SEM) through AMOS and SPSS software. Meanwhile, data collection is carried out through an online survey via a google form. The online survey found 154 respondents of which 27% were from Central Java Province and 47% from the Special Region of Yogyakarta with simple random analysis sample analysis. This study shows that internet banking adoption has a significant effect on customers in Islamic banking, while satisfaction is very large in mediating the relationship between internet banking use and customer loyalty in Islamic banking. Theoretically, this study implies that the banking information system, especially in internet banking, plays an important role in providing service and satisfaction and has a significant effect on customer loyalty.

scholarly journals Examining the Interconnections between E-CRM, Customer Experience, Customer Satisfaction and Customer Loyalty

2022 ◽  
Vol 20 (1) ◽  
pp. 0-0
Keyword(s):  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Customer Experience ◽  
Customer Relationship ◽  
Equation Modeling ◽  
Theoretical Support ◽  
Bank Managers ◽  
Managerial Implications ◽  
The Impact

This study examines the impact of electronic customer relationship management (E-CRM) on customer loyalty through the mediating effects of customer experience and customer satisfaction in the context of the banking industry. Customer experience and customer satisfaction are considered to be pre-requisite tools for improving and enhancing long-lasting relationships with customers. The study has adopted Stimulus-Organism-Response (S-O-R) model as theoretical support to examine the relationships. To achieve the objectives, the data was gathered from 836 banks’ customers of India. The data was then analyzed using structural equation modeling (SEM) through AMOS. The results revealed that all the relationships were found to be significant and positive and also customer experience and customer satisfaction proved to be mediators on the relationship between E-CRM and customer loyalty. Thus, these empirical results will have both theoretical and managerial implications which will further provide useful insights to the bank managers to improve their long-term relationships with the customers.

scholarly journals The role of customer experience in the effect of online flow state on customer loyalty

PLoS ONE ◽  
2021 ◽  
Vol 16 (7) ◽  
pp. e0254685
Author(s):  
Adnan Veysel Ertemel ◽  
Mustafa Emre Civelek ◽  
Güzide Öncü Eroğlu Pektaş ◽  
Murat Çemberci
Keyword(s):  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Customer Experience ◽  
Equation Modeling ◽  
Flow State ◽  
Validity And Reliability ◽  
Digital Medium ◽  
Confirmatory Factor Analyses ◽  
Extant Literature

Purpose The Internet revolution has radically changed the means of conducting business all over the world in the past few decades. The digital medium enables consumers worldwide to shop online through B2C e-commerce websites in a convenient manner. Online websites compete to provide a compelling and seamless brand experience to retain their customers. In order to achieve this, fostering a state of flow may help the brands increase customer experience, customer satisfaction and loyalty. In this study, the aforementioned phenomenon is tested against Turkish university students. Methodology The study was conducted against 538 valid respondents. The results of the survey were interpreted with the structural equation modeling method. Quantitative data were obtained using a five-point Likert scale. Initially, confirmatory factor analyses and reliability analysis were performed, respectively in order to determine the validity and reliability of the scale. Findings As a result of the analyses, it has been empirically proven that an online flow state, which is a momentary phenomenon, helps online e-commerce websites build customer satisfaction and customer loyalty indirectly through customer experience. These results are partly parallel with those in the extant literature. Originality This study is significant in the literature in that, as opposed to the extant literature, online flow state is found to influence customer satisfaction and customer loyalty rather indirectly via moderating effect of customer experience. Additionally, it is the first to incorporate customer satisfaction along with customer loyalty as a new construct affected by online flow state and customer experience. The results also have important managerial implications.

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