scholarly journals THE EFFECT OF CUSTOMER TRUST AND COMPANY IMAGE ON CUSTOMER SATISFACTION AND CUSTOMER LOYALTY IN INDONESIA CLASSIFICATION BUREAU IN SAMARINDA

2020 ◽  
Vol 4 (03) ◽  
Author(s):  
Syariful Mahsyar ◽  
Suharno Suharno ◽  
Zainal Abidin
Keyword(s):  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Latent Variables ◽  
Structural Equation ◽  
Structural Equation Models ◽  
Structural Equations ◽  
Partial Least Square ◽  
Least Square ◽  
Analysis Tool ◽  
Customer Trust

This study aims to determine the effect of customer trust and company image on customer satisfaction and customer loyalty at the Indonesian Classification Bureau. The population in this study were customers of PT BKI with a total of 95 respondents. The method of data collection is done by giving a list of questions or questionnaires to respondents who are customers at PT BKI, where the questionnaire is distributed to these customers. This study uses a data analysis tool that is partial Least Square (PLS), then this study uses the analysis method of structural equation models or Path Analysis to determine the causal relationship between latent variables contained in structural equations. The tool used in data processing using the Smart PLS program. The results of this study indicate that 1) customer trust has a significant effect on customer satisfaction, 2) company image has a significant effect on customer satisfaction, 3) customer trust has a significant effect on customer loyalty, 4) company image has a significant effect on customer loyalty, 5) customer satisfaction has an significant effect to customer loyalty. Keywords: Customer Trust, Company Image, Customer Satisfaction, Customer Loyalty

scholarly journals THE EFFECT OF SERVICE QUALITY AND CUSTOMER TRUST ON CUSTOMER SATISFACTION AND CUSTOMER LOYALTY PT SURYA RAFI BERSAUDARA

2020 ◽  
Vol 4 (03) ◽  
Author(s):  
Untung Surapati ◽  
Suharno Suharno ◽  
Zainal Abidin
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Latent Variables ◽  
Structural Equation Models ◽  
Structural Equations ◽  
Partial Least Square ◽  
Least Square ◽  
Analysis Tool ◽  
Customer Trust

This study aims to determine the effect of service quality and customer trust on customer satisfaction and customer loyalty of PT Surya Rafi Bersaudara. The population in this study were customers of PT Surya Rafi Bersaudara with a total of 75 respondents. The method of data collection is done by giving a list of questions or questionnaires to respondents who are customers at PT BKI , where the questionnaire is distributed to these customers. This study uses a data analysis tool that is partial Least Square (PLS), then this study uses the analysis method of structural equation models or Path Analysis to determine the causal relationship between latent variables contained in structural equations. The tool used in data processing using the Smart PLS program. The results of this study indicate that 1) service quality has a significant effect on customer satisfaction, 2) customer trust has a significant effect on customer satisfaction, 3) service quality has a significant effect on customer loyalty, 4) customer trust has no significant effect on customer loyalty, 5) customer satisfaction has a significant effect on customer loyalty. Keywords: Service Quality, Customer Trust, Customer Satisfaction, Customer Loyalty

scholarly journals THE EFFECT OF CUSTOMER VALUE AND CUSTOMER TRUST ON SATISFACTION AND CUSTOMER LOYALTY PT SAMATOR GAS INDUSTRI SAMARINDA SEBERANG

2020 ◽  
Vol 4 (02) ◽  
Author(s):  
Indra Permana Kusuma Putra ◽  
Syarifah Hudayah ◽  
Gusti Noorlitaria Achmad
Keyword(s):  
Data Analysis ◽  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Customer Value ◽  
Structural Equation ◽  
Partial Least Square ◽  
Least Square ◽  
Significant Positive Effect ◽  
Customer Trust ◽  
Positive Effect

In this study involving consumers PT Samator Gas Industri Samarinda Seberang. In this study, a sample of 120 respondents was used to see customer satisfaction and customer loyalty. The data analysis used by the author is the Structural Equation Model (SEM). Hypothesis testing is done by multivariate analysis carried out through the SmartPLS program. Data analysis through partial Least Square (PLS) is done through two stages, namely: First, Assessing the outer model or measurement model. Second, assess the inner model or structural model. The results showed that Customer value had a significant positive effect on customer satisfaction, Customer trust had a significant positive effect on customer satisfaction, Customer value had a significant positive effect on loyalty, Customer trust had a significant positive effect on loyalty, Satisfaction had a non-significant positive effect on loyalty on PT Samator Gas Samarinda Industry Opposite.

scholarly journals How To Build Customer Loyalty: Through Customer Experience, Perceived Price, And Customer Satisfaction

2021 ◽  
Vol 12 (4) ◽  
pp. 1546-1554
Author(s):  
Edhie Budi Setiawan, Et. al.
Keyword(s):  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Low Cost ◽  
Least Square Method ◽  
Customer Experience ◽  
Partial Least Square ◽  
Least Square ◽  
Perceived Price ◽  
The Impact

The competition to get the highest Market Share among Low-Cost Carrier airlines in Indonesia is getting fierce. Airlines are competing to offer prices that are appropriate for passengers to perceive them in this era of tariff wars. The degree of satisfaction that is felt is needed to get loyal customers. The purpose of this research is to analyze the impact of customer experience and perceived price on customer loyalty through customer satisfaction. The method of analysis in this study uses the SEM-PLS (Structural Equation Model - Partial Least Square) method with 250 respondents taken by purposive sampling. The result of this research is there is effect positive and significant between customer experience on customer satisfaction and customer loyalty, also there is effect of perceived price on customer satisfaction and customer loyalty. Airlines must pay attention to the services provided to create a memorable experience for passengers and adjust prices to be accepted by passengers.

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 Multivariate Analysis for Determinants of Online Consumers Trust

2021 ◽  
Vol 1 ◽  
Author(s):  
Aprilia Aryanti Widyasari ◽  
Putri Pratama Deliana Nursafitri ◽  
Achmad Yanu Alifianto
Keyword(s):  
Multivariate Analysis ◽  
Customer Satisfaction ◽  
Structural Equation ◽  
Online Shopping ◽  
Equation Model ◽  
Partial Least Square ◽  
Least Square ◽  
Brand Awareness ◽  
Customer Trust ◽  
The Relationship

This research aims to examine the effect of customer satisfaction on customer trust, the effect of security perception on customer satisfaction and customer trust, the influence of privacy on customer satisfaction and customer trust, the influence of brand awareness on customer satisfaction and customer trust, as well as the influence of customer satisfaction mediation on the relationship between perception security, privacy and brand awareness with customer trust. This research focuses observations on 100 people in Surabaya who have made transactions on online shopping sites. Private students and employees dominate the number of respondents in this research. To test the research hypothesis, this research adopted the Structural Equation Model-Partial Least Square (SEM-PLS) technique using SmartPLS. This research proves that brand awareness has a significant effect on customer trust and customer satisfaction, security perceptions have a significant effect on customer trust and customer satisfaction, privacy has a significant effect on customer trust and not on customer satisfaction, and customer satisfaction on customer trust

scholarly journals PENGARUH KUALITAS PELAYANAN TERHADAP LOYALITAS NASABAH DENGAN KEPUASAN NASABAH SEBAGAI VARIABEL INTERVENING (PT BANK RAKYAT INDONESIA PERSERO TBK CABANG BANJARMASIN SAMUDERA)

2021 ◽  
Vol 10 (2) ◽  
pp. 24
Author(s):  
Nadia Mauliditta Septiana ◽  
Dwi Wahyu Artiningsih ◽  
Hairudinor Hairudinor
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Structural Equation Model ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Hypothesis Test ◽  
Equation Model ◽  
Partial Least Square ◽  
Least Square

The purpose of this study is to analyze the Effect of Service Quality on Customer Loyalty with Customer Satisfaction (Case Study of PT Bank Rakyat Indonesia Persero Tbk Banjarmasin Samudera Branch. The type used in this research is explanatory research because this research explains the causal relationship between research variables through the hypothesis test that has been formulated previously. The analytical method uses Structural Equation Model (SEM) with Partial Least Square (PLS) Program. The results of this study prove that Service Quality has no effect on Customer Satisfaction at BRI Bank Prince Samudera Banjarmasin Branch, while Customer Satisfaction has a positive and significant effect on Customer Loyalty. And Service Quality has a positive and significant effect on Customer Loyalty.The results of this study prove that Service Quality has no effect on Customer Satisfaction at BRI Bank Prince Samudera Banjarmasin Branch, while Customer Satisfaction has a positive and significant effect on Customer Loyalty. And Service Quality has a positive and significant effect on Customer Loyalty.Keywords: Service Quality, Customer Loyalty, and Customer Satisfaction

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 ANALYSIS OF FACTORS AFFECTING THE INCREASE OF CUSTOMER LOYALTY IN BATIK BOGOR Tradisiku

2021 ◽  
Vol 5 (1) ◽  
pp. 48-63
Author(s):  
Annuridya Rosyidta Pratiwi Octasylva ◽  
Keyword(s):  
Customer Satisfaction ◽  
Relationship Quality ◽  
Customer Loyalty ◽  
Partial Least Square ◽  
Least Square ◽  
P Values ◽  
Factors Affecting ◽  
Customer Commitment ◽  
Trust Relationships ◽  
Customer Trust

In Bogor city, there have been many permits that offer typical batik batik of Bogor. one of them isBogor batik Tradisiku, Tradisiku Bogor batik is a pioneer of typical batik Bogor. But now there are more and more competitors for Bogor Batik Tradisiku, that impact to the decline in sales ofBogor batik Tradisiku, Thus Spake demanding Bogor batik Tradisikuto continue fighting in intense competition. Therefore, the purpose of this study is to analyze factors that Affect customer satisfaction and relationship quality (customer trust and customer commitment) ofBogor batik Tradisiku, Based on the results of the study, using Partial Least Square (PLS), it is known that Satisfaction with customer commitment is not significant. This is Because The value of P values has exceeded 0:05 or 5 percent. Customer trust relationships with loyalty are significant. This is due to the value of P values below 0:05 or 5 percent.

scholarly journals FAKTOR YANG MEMPENGARUHI CUSTOMER LOYALTY DI CARREFOUR

2017 ◽  
Vol 1 (1) ◽  
pp. 52
Author(s):  
Warniancy Ariesty
Keyword(s):  
Structural Equation Modeling ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Partial Least Square ◽  
Least Square ◽  
Equation Modeling

Persaingan bisnis retail yang semakin meningkat menuntut para pebisnis untuk menciptakan keunggulan kompetitif agar dapat mempertahankan pangsa pasarnya. Salah satu bisnis retail yang sedang marak di Indonesia yaitu Carrefour. Carrefour memiliki pelanggan yang sangat loyal dibandingkan dengan hypermarket yang lain. Namun, Carrefour tentu harus mempertahankan atau meningkatkan performance agar dapat mewujudkan customer loyalty. Customer satisfaction berkaitan dengan customer loyalty. Untuk meningkatkan customer satisfaction, Carrefour berupaya untuk dapat meningkatkan service quality. Tujuan penelitian yaitu untuk menguji dan menganalisis faktor-faktor yang mempengaruhi service quality terhadap customer satisfaction yang berdampak pada customer loyalty dalam memilih hypermarket. Objek penelitian yaitu pelanggan Carrefour kota besar di Indonesia. Metode penelitian yang digunakan adalah dengan metode penelitian kuantitatif dengan teknik pengambilan sampel data dilakukan dengan menggunakan accidental sampling yang termasuk dalam nonprobability sampling. Data jawaban responden yang merupakan hasil dari penyebaran kuesioner kepada pelanggan Carrefour, diolah dan dianalisis menggunakan metode analisis data yaitu SEM (Structural Equation Modeling) berbasis PLS (Partial Least Square). Hasil penelitian yang diperoleh yaitu variabel service quality berpengaruh terhadap customer satisfaction dan customer loyalty. Kata kunci: Service Quality, Satisfaction, Loyalty

Effect of Service Quality on Customer Satisfaction, Customer Delight and Customer Loyalty (Study on LPD Desa Adat Sembung and LPD Desa Adat Seseh)

2018 ◽  
Vol 9 (03) ◽  
pp. 20660-20668
Author(s):  
Ni Luh Desiyanti ◽  
I Nengah Sudja ◽  
Luh Kadek Budi Martini
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Research Result ◽  
Partial Least Square ◽  
Least Square ◽  
Equation Modeling ◽  
Analysis Technique ◽  
Customer Delight

LPD Desa Adat Sembung and LPD Desa Adat Seseh are LPDs that are categorized as healthy but in the last 3 years the number of savings customers increased but the growth of savings funds decreased. There is a decrease in the number of savings that occur each year in LPD Desa Adat Sembung and LPD Desa Adat Seseh. This study to confirm the relation of Service quality to Customer Satisfaction, Customer Delight and Loyalty of Customers of LPD Desa Adat Sembung and LPD Desa Adat Seseh. The population in this research is all customer of LPD Sembung and Seseh Adat Customers who become customer from LPD stand up until 2015 with total population amounted to 2301 customers. Sampling used Slovin formula, which amounted to 95 customers. The analysis technique used in this research is structural equation modeling (SEM) based on variance or component based SEM, known as Partial Least Square (PLS). From the research result, it is found that service quality have positive and significant effect to customer satisfaction and customer delight, service quality has no significant effect to customer loyalty, but service quality will influence customer loyalty through customer satisfaction mediation and customer delight, customer satisfaction and customer delight have positive effect significant to customer loyalty.

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