scholarly journals ANALISIS FAKTOR-FAKTOR YANG MEMPENGARUHI LOYALITAS PELANGGAN RETAIL PUPUK UREA NONSUBSIDI PT PUPUK ISKANDAR MUDA DI KABUPATEN ACEH UTARA

2020 ◽  
Vol 4 (2) ◽  
pp. 78
Author(s):  
Zainal Abiddin ◽  
Julimursyida Julimursyida ◽  
Ichsan Ichsan
Keyword(s):  
Structural Equation Modeling ◽  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Primary Data ◽  
Equation Modeling ◽  
Brand Trust ◽  
Urea Fertilizer ◽  
The North

This study aims to determine the effect of product excellence and brand trust on customer loyalty through customer satisfaction as an intervening variable. This study uses primary data obtained by distributing questionnaires to 144 respondents, who are the retail customers of non-subsidized urea fertilizer of PT Pupuk Iskandar Muda in the North Aceh Regency. The method used to analyze the data is Structural Equation Modeling (SEM). The results find that brand trust significantly influences customer satisfaction and customer loyalty, but product excellence does not significantly influence customer satisfaction and Retail customer loyalty of non-subsidized urea fertilizer of PT Pupuk Iskandar Muda in North Aceh Regency. Furthermore, customer satisfaction mediates the influence of brand trust on retail customer satisfaction of non-subsidized urea fertilizer of  PT Pupuk Iskandar Muda in the North Aceh Regency. Based on the results of the study, it is expected that the leaders of PT Pupuk Iskandar Muda to increase customer loyalty, it is necessary to pay attention to the efforts for growing and increasing brand trust in customers by creating positive perceptions of costumers about the benefits that can be given by the products/brands so that they are confident in using non-subsidized urea fertilizer of PT Pupuk Iskandar Muda in North Aceh Regency Keywords:             product excellence, brand trust, customer satisfaction and customer loyalty

scholarly journals KEPUASAN PELANGGAN SEBAGAI PEMEDIASI PENGARUH HARGA, KUALITAS PRODUK DAN LOYALITAS PELANGGAN

2021 ◽  
Vol 21 (2) ◽  
pp. 105-112
Author(s):  
Rosvania Jouzanda Kathlya ◽  
Eristia Lidia Paramita
Keyword(s):  
Air Pollution ◽  
Structural Equation Modeling ◽  
Customer Satisfaction ◽  
Product Quality ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Motor Vehicle ◽  
Primary Data ◽  
Equation Modeling ◽  
Ratio Data

Environmentally friendly fuels are one of the superior commodity lately, BBM Pertamax is one of them that could reduce air pollution. Therefore this study aims to test the influence between price, product quality, customer satisfaction, and customer loyalty. The data in this study used primary data by distributing questionnaires to 290 respondents who lived in Java Island. Then, the characteristics of respondents, as follow: 1) customer who used BBM Pertamax both two wheels and four wheels, 2) customer who used BBM Pertamax one to five years, and 3) used motor vehicle with 10:1 to 11:1 compression ratio. Data were tested using Structural Equation Modeling (SEM) with the AMOS Graphics application. The results showed that there was an effect of product quality on customer satisfaction and there was an influence between price and product quality on customer loyalty through customer satisfaction as a mediating variable. But there is no effect between price on customer satisfaction and customer loyalty, also product quality 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 Peran Involvement Sebagai Variabel Pemoderasi Model Loyalitas Pelanggan

2018 ◽  
Vol 7 (1) ◽  
pp. 33
Author(s):  
Budi Setyanta
Keyword(s):  
Structural Equation Modeling ◽  
Data Analysis ◽  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Equation Modeling ◽  
Survey Method ◽  
Customer Involvement ◽  
Perceived Price

This research aims to identify the role of involvement as a moderating variable in the model of customer loyality. The population in this study is the Xiaomi smartphone users in Yogyakarta. Data is collected through survey method that is guided by questionnaire. The data samples are 200 respondents to eligible the data analysis by structural equation modeling. The results indicate that the involvement moderates the effect of perceived quality, perceived price and after-sales service towards customer satisfaction.. Besides, the result is the involvement moderates the effect of customer satisfaction on customer loyalty. The results are used to develop strategies to effectively increase customer loyalty by designing a stimulus to increase customer loyalty considering the level of customer involvement.

scholarly journals PENGARUH SERVICESCAPE DAN KUALITAS KOMUNIKASI KARYAWAN TERHADAP LOYALITAS NASABAH MELALUI KEPUASAN NASABAH BANK MANDIRI DI SURABAYA

2018 ◽  
Vol 15 (2) ◽  
pp. 247-268
Author(s):  
Musriha Musriha
Keyword(s):  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Sampling Technique ◽  
Personal Communication ◽  
Primary Data ◽  
Equation Modeling ◽  
Communication Quality ◽  
Modeling Analysis ◽  
Analysis Technique

The purpose of this study was to examine direct and indirect effects of an integrated model of servicescape and personal communication quality upon customer loyalty, and considered customer satisfaction as intervening variable. This study used a causal design. The main data used in this study are primary data collected through the circulation of questionnaires to the respondents Mandiri bank customers in Surabaya. The sampling technique using purposive sampling method to determine the sample based on the consideration of researchers. Data Analysis used SEM (Structural Equation Modeling) analysis technique by program package AMOS 16. Based on the analysis it can be concluded that: the result of study supports the influence of servicescape to customer satisfaction, supports the influence of servicescape to customer loyalty, supports the influence of personal communication quality to customer satisfaction, supports the influence of personal communication quality to customer loyalty, supports the influence of customer satisfaction to customer loyalty, supports the influence of servicescape and personal communication quality to customer loyalty through customer satisfaction.

scholarly journals Building Customer Loyalty through Strategy Experiential Marketing, Service Quality, and Customer Satisfaction

2020 ◽  
Vol 9 (2) ◽  
pp. 122-131
Author(s):  
Wahyono Wahyono ◽  
Ulfa Nurjanah
Keyword(s):  
Structural Equation Modeling ◽  
Data Analysis ◽  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Equation Modeling ◽  
Research Model ◽  
Experiential Marketing ◽  
Marketing Service

The study aims to determine the influence of Experiential Marketing, quality of service, and customer satisfaction towards customer loyalty by developing a research model and 6 hypotheses filed in this study. The number of samples was 160 respondents, namely the customer of PT POS Indonesia (Persero) Semarang with incidental sampling through questionnaires. Data analysis using Structural Equation Modeling (SEM) of Software AMOS 21.0 based on data analysis results, it can be concluded that the model received good/fit and subsequent research results showed there were 3 hypotheses received and 3 hypotheses were rejected.

scholarly journals Analysis of Halal Certification Renewal Service Quality and Their Effect on the Customer’s Satisfaction and Loyalty in Yogyakarta (Case Study in Meatball Stall)

2021 ◽  
pp. 372-383
Author(s):  
Jumeri Jumeri ◽  
Khosyani ◽  
Falah M.A.F
Keyword(s):  
Structural Equation Modeling ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Latent Variables ◽  
Structural Equation ◽  
Equation Modeling ◽  
Satisfaction Index

The society awareness in consuming halal, safe, and healthy foodstuff within these past few years kept on increasing. This was closely related to responsible food manufacturers which produced sustain halal foods, as evidenced by ownership halal certification. In order to increase the satisfaction of food producers and to maintain their commitment to extend the halal certificates, the quality of halal authority service should always be enhanced. This study aims to identify the Customer Satisfaction Index (CSI) value, to determine the influence of halal label and product attributes toward customer’s satisfaction and loyalty of meatball stalls in Yogyakarta, and to identify the influence of halal label toward selling volume on certified meatball stalls. The instruments used were questionnaires containing 21 quality attributes of halal certificate renewal service. Analyses were performed using Structural Equation Modeling (SEM). The model was composed of seven latent variables: halal certification, brand, price, taste, service, customer satisfaction and customer loyalty. Result of the research showed that taste and halal certification have significant effect on the customer’s satisfaction and loyalty of certified meatball stalls. Halal certification have affected the certified meatball stalls in Yogyakarta by increasing the selling volume of 25-37.5%.

scholarly journals Building customer loyalty for light steel products “Kencana Truss” in Bali

2019 ◽  
Vol 6 (4) ◽  
pp. 156-168
Author(s):  
I Komang Adi Dana Wijaya ◽  
Ni Wayan Sri Suprapti
Keyword(s):  
Customer Satisfaction ◽  
Product Quality ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Brand Image ◽  
Equation Modeling ◽  
Brand Trust ◽  
Significant Positive Effect ◽  
Analysis Technique ◽  
Positive Effect

The purpose of this study is to explain the effect of product quality on customer satisfaction mediated by brand image and brand trust, ultimately determining customer loyalty. The questionnaire distributed 175 copies to the users of Kencana Truss light steel in Bali Province, but valid for processing 133 copies. Data were analyzed using SEM (Structural Equation Modeling) analysis technique. The results of this study found that variable product quality, brand image, and brand trust have a significant positive effect on customer satisfaction. Customer satisfaction variables have a significant positive effect on customer loyalty. Variable brand image and brand trust, significantly mediate the effect of product quality on customer satisfaction. Similarly, customer satisfaction mediates the effect of brand image and brand trust on customer loyalty. The implications of the results of this study indicate that product quality is found as a major factor in increasing customer satisfaction which ultimately results in customer loyalty. Providers of light steel products should pay special attention to product quality, so customer satisfaction and loyalty can be maintained.

scholarly journals The Influence of E-Service Quality, and Customer Satisfaction On Go-Send Customer Loyalty In Surabaya

2021 ◽  
Vol 3 (2) ◽  
pp. 128
Author(s):  
Alexander Wirapraja ◽  
Handy Aribowo ◽  
Eddy Triswanto Setyoadi
Keyword(s):  
Structural Equation Modeling ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Quantitative Method ◽  
Equation Modeling ◽  
Online Media ◽  
Shipping Industry ◽  
Courier Service

The shipping industry is currently one of the vital aspects of industrial business, especially in the current Covid-19 pandemic era. Delivery of goods, both products and foodstuffs, can be done quickly by using courier services that can be accessed through online media such as personal gadgets, namely computers and smartphones. One of the features of GO-Jek Indonesia is a courier service called Go-Send, the problem that arises is that there is competition in the same line of business, causing consumers to have many choices when making deliveries. Measuring the level of loyalty makes researchers interested in measuring Go-Send users' perceptions of the level of customer loyalty as measured by e-service quality and customer satisfaction. This study used a quantitative method using a questionnaire with a Likert scale measurement and a sample of 109 respondents was obtained which was then measured using the Structural-Equation-Modeling (SEM) method with a 95% confidence level. The results of this study indicate that Go-Send user loyalty is positively and significantly influenced by customer satisfaction and the level of e-service quality.

Evolving the Private Label Role in the Retailer-Customer Relationship

2014 ◽  
pp. 86-106 ◽  
Author(s):  
Elisa Martinelli ◽  
Donata Tania Vergura
Keyword(s):  
Structural Equation Modeling ◽  
Theoretical Model ◽  
Customer Satisfaction ◽  
Causal Relationship ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Customer Relationship ◽  
Private Label ◽  
Equation Modeling ◽  
Specific Kind

The chapter focuses on the role played by Private Labels (PLs) in the retailer-consumer relationship. Specifically, the results of a survey aimed at investigating the ability of a specific kind of PL, namely Premium Private Label (PPL), to improve customer loyalty to the retailer are presented. After reviewing the literature on the PLs' role in the retailer-customer relationship, a theoretical model is proposed and tested by administering a questionnaire to a sample of retail customers and then applying structural equation modeling. Four key components of PPLs' image, namely quality, assortment, access, and value, are studied as antecedents of customer satisfaction to the PPL, while customer loyalty to the PPL is considered as a mediator between customer satisfaction to the PPL and customer loyalty to the retailer. Results show that PPLs positively impact on customer loyalty to the retailer through a causal relationship driven by PPL quality and PPL value.

Influence of the Dimension of Service Quality on Customer Satisfaction and Its Impact on Customer Loyalty PT Sun Life Financial Indonesia in Jakarta

FOCUS ◽  
2021 ◽  
Vol 2 (1) ◽  
pp. 38-47
Author(s):  
Suharyono Suharyono ◽  
Dini Setyo Azani
Keyword(s):  
Structural Equation Modeling ◽  
Customer Satisfaction ◽  
Customer Service ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Research Method ◽  
Quantitative Research ◽  
Equation Modeling ◽  
Survey Method ◽  
Quality Dimension

This study analyzes the quality dimension of customer service at PT Sun Life Financial Indonesia on customer satisfaction and its impact on customer loyalty. This study uses a survey method by disseminating questionnaires to customers in PT Sun Life Financial Indonesia as the respondent. Quantitative research method using technical analysis structural equation modeling (SEM) with application AMOS 22. The study used samples from 155 respondents. The results showed that the quality dimension of services such as responsiveness, assurance, empathy, and reliability has a positive and significant effect on customer satisfaction and has a positive and significant impact on customer loyalty.

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