scholarly journals THE INFLUENCE OF EXPERIENTIAL MARKETING ON CUSTOMER LOYALTY THROUGH CUSTOMER SATISFACTION AS AN INTERVENING VARIABLE FOR MAHAKAM LANTERN GARDEN VISITORS

2020 ◽  
Vol 4 (03) ◽  
Author(s):  
Lorine Kalista Noor ◽  
Rahmawati Rahmawati ◽  
Yohanes Kuleh
Keyword(s):  
Data Analysis ◽  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Partial Least Square ◽  
Least Square ◽  
Standard Of Living ◽  
Analysis Method ◽  
Validity And Reliability ◽  
Experiential Marketing ◽  
Pls Analysis

This study aims to determine the effect of Experiential Marketing on Customer Loyalty (Study in Mahakam Lantern Garden Customers). The existence of tourism activities has a very big impact, one of which is reducing unemployment and increasing the standard of living of the surrounding community. The population in this study were visitors to Mahakam Lampion Garden, the sample in this study were 100 visitors. Methods of data collection are carried out by distributing questionnaires or questionnaires to respondents who become the research sample. This study used data analysis tools, namely the validity and reliability tests, so this study used the partial least square (PLS) analysis method. The tools used in data processing using the PLS Smart program. The results showed that 1) Experiential marketing had a significant effect on Mahakan Lantern Garden customer loyalty, 2) Experiential Marketing and Customer Satisfaction had a significant effect on Mahakan Lantern Garden Customer Loyalty, Keywords: Experiential Marketing, Customer Loyalty, Customer Satisfaction.

scholarly journals THE INFLUENCE OF WORKLOAD AND MOTIVATION ON EMPLOYEE SATISFACTION AND PERFORMANCE OF PT GEMA SOERYA SAMODRA

2020 ◽  
Vol 4 (03) ◽  
Author(s):  
Teddy Adrianto ◽  
Zainal Ilmi ◽  
Ariesta Heksarini
Keyword(s):  
Data Analysis ◽  
Data Collection ◽  
Human Resources ◽  
Employee Satisfaction ◽  
Partial Least Square ◽  
Least Square ◽  
Analysis Method ◽  
Validity And Reliability ◽  
Pls Analysis ◽  
And Performance

This study aims to determine the effect of workload and motivation on employee satisfaction and performance (a study in the employees of PT Gema Soerya Samodra). With good quality human resources, it is hoped that the company's performance will be better and optimal. But of course, to achieve optimal performance, we often encounter various obstacles so that sometimes the desired results are not achieved. The population in this study were employees of PT Gema Soerya Samodra, the sample in this study were 40 employees. Methods of data collection are carried out by distributing questionnaires or questionnaires to respondents who become the research sample. This study uses data analysis tools, namely the validity and reliability tests, so this study uses the partial least square (PLS) analysis method. The tools used in data processing use the PLS Smart program. The results show that 1)Workload positive and significant effect on satisfaction, 2) Motivation positive and significant effect on satisfaction, 3) Workload positive and significant effect on performance, 4) Motivation has a positive and significant effect on performance, 5) satisfaction has a positive and significant effect on performance. Keywords: Workload, Satisfaction, Motivation, Performance.

scholarly journals The Effect of Service Quality, Trust, Brand Image on Customer Satisfaction (Study on Cimb Niaga Tabungan Bisnis PT. Bank Cimb Niaga Tangerang Bintaro Branch)

2020 ◽  
Vol 5 (8) ◽  
pp. 1767-1772
Author(s):  
Defi Alfianto ◽  
Dr. Tafiprios, SE,. MM
Keyword(s):  
Data Analysis ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Brand Image ◽  
Partial Least Square ◽  
Least Square ◽  
Survey Method ◽  
Questionnaire Data ◽  
Analysis Method ◽  
Convenience Sampling

In this researchpintends to analyze the influence of service quality, trust, brand image and customer satisfaction. The object of this research is the customer of bank cimb niaga branch tanggerang bintaro the number of samples specified is a total of 100 respondents by using slovin calculation method. The sample withdrawal method uses Convenience Sampling. The method performed for data collection using the survey method, with research instruments is a questionnaire. Data analysis method using SEM Partial Least Square (PLS).. Penelitian has proven telah that thequality of service has a positive and significant effect on customer satisfaction,trust kepercayaan has a positive and significant effect on customer satisfaction,and the brand image has a positive and significant effect on pt customer satisfaction. Bank CIMB Niaga Tangerang Bintaro Branch

scholarly journals THE INFLUENCE OF BRAND IMAGE AND SERVICE QUALITY ON CUSTOMER LOYALTY THROUGH CUSTOMER SATISFACTION IN. BOSOWA BERLIAN MOTORS IN THE CITY OF MAKASSAR

2020 ◽  
Vol 3 (4) ◽  
pp. 136-145
Author(s):  
Andi Nur Ichsan Alqadri ◽  
Abdul Rahman Kadir ◽  
Nuraeni Kadir
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Brand Image ◽  
Partial Least Square ◽  
Least Square ◽  
Business World ◽  
Pls Analysis ◽  
The City

Today the competition in the business world is getting tighter, this is indicated by the number of competing companies that have sprung up that are engaged in the same type of business in capturing the market so that consumers buy the products offered and try to keep their customers so as not to turn to the same product from different companies. This study aims to analyze the effect of Brand Image and service quality on customer satisfaction, Brand Image and service quality on customer loyalty, the effect of customer satisfaction on customer loyalty, the influence of brand image and service quality on customer loyalty through customer satisfaction at PT. Bosowa Berlian Motor in Makassar city. To implement these objectives, data collection techniques are used through observation, questionnaires and documentation, using the Partial Least Square (PLS) analysis method. The results of the study found that brand image and service quality had a positive and significant effect on customer satisfaction. Brand image and service quality have a positive and significant effect on customer loyalty. Customer satisfaction has a positive and significant effect on customer loyalty. Customer satisfaction can partially mediate between brand image and service quality on customer loyalty. It can be indicated that the better the quality of service, the more satisfied the customer will be, thus impacting customer loyalty.

scholarly journals The Effect of Product Quality and Price Policy On Consumer Loyalty Through the Variables of Customer Satisfaction Ulamm Pt. Permodalan Nasional Madani (Persero) Bekasi Branch

2021 ◽  
pp. 34-39
Author(s):  
Aisya Cindyta Zahra ◽  
Suharto Suharto ◽  
Dr. Iwan Kurniawan Subagja
Keyword(s):  
Data Analysis ◽  
Customer Satisfaction ◽  
Product Quality ◽  
Customer Loyalty ◽  
Consumer Satisfaction ◽  
Price Policy ◽  
Partial Least Square ◽  
Least Square ◽  
Consumer Loyalty ◽  
Satisfaction Analysis

This study aims to determine the effect of product quality on consumer loyalty, the effect of price policy on consumer loyalty, the influence of consumer satisfaction on consumer loyalty, the influence of product quality on customer satisfaction, the influence of price policy on consumer satisfaction, the influence of product quality on consumer loyalty through the variable customer satisfaction, and knowing the effect of price policy on consumer loyalty through customer satisfaction variables. This research was conducted at Pt. Permodalan Nasional Madani (Persero) Bekasi branch involving 98 consumers of the company. Data analysis used path analysis with partial least square (PLS) model with t-test. Based on data analysis, it is found that product quality has a significant effect on consumer loyalty. The analysis in this path is the effect of product quality on consumer loyalty. Price policy has a significant effect on consumer loyalty. Satisfaction has a significant effect on consumer loyalty. The analysis in this path is the effect of customer satisfaction on customer loyalty. Product quality has a significant effect on satisfaction. The analysis in this pathway is the effect of product quality on customer satisfaction. Price policy has a significant effect on satisfaction. Analysis in this pathway is the effect of price policy on customer satisfaction. The consumer satisfaction variable is not a moderating variable. The analysis on this path is the effect of product quality on consumer loyalty through customer satisfaction. The consumer satisfaction variable is not a moderating variable. The analysis in this path is the effect of price policy on consumer loyalty through customer satisfaction.

scholarly journals Pengaruh Keterlibatan Suplier Dan Konsumen Serta Inovasi Produk Terhadap Performa Produk Baru Di Pt. Puspa Pharma

2019 ◽  
Vol 2 (6) ◽  
Author(s):  
Rey Hagai Yheri Dan Yanuar
Keyword(s):  
Data Analysis ◽  
Product Innovation ◽  
New Products ◽  
Partial Least Square ◽  
Least Square ◽  
Primary Data ◽  
Analysis Method ◽  
Advantages And Disadvantages ◽  
Data Analysis Method ◽  
Pls Analysis

This study aims to find out how the influence of several factors studied on the performance of new products so that the advantages and disadvantages of PT. Puspa Pharma. Some of these factors are the suppression of brand profiles, internal coordination, competitor-oriented, product innovation, and the involvement of consumers and suppliers. The data used in this study are primary data, which came from the results of questionnaire collection as many as 96 respondents at PT. Puspa Pharma. This research takes place from March 2018 to November 2018. The data analysis method used in this study is the Partial Least Square (PLS) analysis method that uses SmartPLS software version 3.0. The results of the study show that the performance of new products at PT. Puspa Pharma is more influenced by the involvement of suppliers and consumers compared to product innovation. Where the involvement of suppliers and consumers is supported by two important factors namely competitor-oriented and product innovation itself. Whereas internal coordination and suppression of brand profiles do not affect the involvement of suppliers and consumers.

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 Pengaruh E-Service Quality, Kualitas Informasi dan Perceived Value terhadap Loyalitas Pelanggan melalui Kepuasan Pelanggan Grabbike

2021 ◽  
Vol 10 (2) ◽  
pp. 325
Author(s):  
Punang Biru Vicramaditya
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Information Quality ◽  
Perceived Value ◽  
Partial Least Square ◽  
Least Square ◽  
Quality Information ◽  
Analysis Technique ◽  
Pls Analysis

This study aims to determine the effect of e-service quality, information quality and perceived value on GrabBike customer loyalty through customer satisfaction. The number of respondents used in this study was 154 respondents, all respondents were users of the GrabBike service on the Grab application issued by the company PT Grab Indonesia. The instrument used in this study was a questionnaire instrument. The data from filling out the questionnaire were then analyzed using the Partial Least Square (PLS) analysis technique with the help of the SmartPLs program.Based on the results of this study, it was found that e-service quality and perceived value had a positive and significant effect on customer satisfaction and customer loyalty, while information quality had a positive and significant effect on customer satisfaction but not positive and significant on customer loyalty. The results of the indirect effect test show that e-service quality, information quality and perceived value have a positive and significant effect on customer loyalty through customer satisfaction.Keywords: e-service quality, information quality, perceived value, Partial Least Square

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.

scholarly journals The Influence of Food Service Quality and Innovation Production on Local Product of Thailand: Study of Creative Agriculture

2020 ◽  
Vol 11 (5) ◽  
pp. 469
Author(s):  
Waleerak Sittisom ◽  
Thammarak Srimarut
Keyword(s):  
Data Analysis ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Food Service ◽  
Partial Least Square ◽  
Least Square ◽  
Raw Material ◽  
Primary Data ◽  
Local Product ◽  
Product Promotion

Creative agriculture is a vast and deep knowledge of a product from its preparation from raw material to the end consumer of the product. Hence creative agriculture deals with deep analysis, production process, and commercialization, of a product. The present study explored the relationship between food service quality, innovation in production, customers’ satisfaction, and local product promotion. Both the foodservice quality and innovation in production increase customer satisfaction and local product promotion. An increased level of customer satisfaction is also promising for the increment in local product promotion. A survey from 300 food engineers working with different food providing companies, were the respondents of the present study for the collection of primary data. Then, a statistical software, named Partial Least Square (PLS) was used for the finalization of the data analysis process. The results achieved from the data analysis were used for the accomplishment of the end results of the present study.

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.

Sign in / Sign up

Export Citation Format

Share Document