scholarly journals The Effect of Perceived Value on Customer Retention with Trust as Mediation Variable in Company X

2021 ◽  
Vol 6 (2) ◽  
pp. 216-232
Author(s):  
Meliyana Prasetyo Tejo
Keyword(s):  
Structural Equation ◽  
Perceived Value ◽  
Employee Training ◽  
Customer Retention ◽  
Partial Least Square ◽  
Least Square ◽  
Equation Modeling ◽  
Computerize System ◽  
Managerial Implications ◽  
Cash Discount

This research was conducted to determine the effect of perceived value on trust, the purposes are to know the effect of perceived value on customer retention, to know the effect of trust on customer retention, to know the role of trust as mediator in the relationship between perceived value on customer retention in Company X family business which moved as distributor basic needs. Research data collection was distributed to 68 respondents of Company X B2B customer who regularly purchase on 2020. Analysis method for this research used Partial Least Square Structural Equation Modeling (SEM PLS) with smart PLS 3.0 program. The results of the analysis in this study are perceived value have a positive relationship and significant effect on trust; perceived value doesn’t have significant effect on customer retention in Company X; trust has a positive and significant effect on customer retention in Company X; Trust fully mediates perceived value to customer retention in Company X. Managerial implications based on the results are creating more services and educate customer about service offer compared with competitors, improving service with implementing computerize system to decrease error, employee training, and proposing program such as cash discount or bonus product to maintain customer retention.

scholarly journals MANAGERIAL IMPLICATIONS OF THE RELATIONSHIP BETWEEN CUSTOMER CARE AND PURCHASE INTENTION IN ONLINE SHOPPING

2019 ◽  
Vol 7 (1) ◽  
pp. 514-526
Author(s):  
Adnan Veysel ERTEMEL ◽  
Mustafa Emre CİVELEK
Keyword(s):  
Web Sites ◽  
Purchase Intention ◽  
Structural Equation ◽  
Perceived Value ◽  
Partial Least Square ◽  
Least Square ◽  
Equation Modeling ◽  
Customer Care ◽  
Managerial Implications ◽  
Indirect Relationship

This paper studies customer care as an important factor that affects the performance of B2C e-commerce websites. A survey was conducted to 464 Turkish B2C website customers. Analysis method of this study is partial least square structural equation modeling (PLS-SEM). Specifically, customer care in B2C e-commerce web sites is found to have direct effect on perceived value and indirect effect on purchase intention via perceived value and brand loyalty. Besides relationship between customer care and purchase intention was found as insignificant. The most important contribution of this research is the unveiling of the indirect relationship between customer care and purchase intention. This study also offers some important manageral suggestions for B2C web sites.  

Consumer Confusion in Mobile Application Buying

2014 ◽  
Vol 10 (4) ◽  
pp. 52-70 ◽  
Author(s):  
Tathagata Ghosh ◽  
Venu Gopal Rao
Keyword(s):  
Consumer Behavior ◽  
Structural Equation ◽  
Need For Cognition ◽  
Partial Least Square ◽  
Least Square ◽  
Equation Modeling ◽  
Future Research ◽  
Consumer Confusion ◽  
Managerial Implications ◽  
Research Findings

This study aims to examine effects of consumer confusion proneness on two consumer behavior variables, word of mouth and buying decision, in a confusion prone product market like smartphone and mobile applications (app). Additionally, the study examines the moderating influence of a personality trait variable pertinent to information processing – need for cognition, on the afore-mentioned relationships. Data were collected via a survey from 254 post-graduate students and analyzed with the help of structural equation modeling with a partial least square (PLS) approach using SmartPLS 2.0. Research findings indicate that the dimensions of consumer confusion proneness behave differently in terms of their linkages with consumer behavior. Further, as expected, consumers' need for cognition also play a major moderating role which helps to fathom the concept of consume confusion in the context of mobile and smartphone applications. Academic and managerial implications as well as scope for future research are also discussed.

scholarly journals PENGARUH PERCEIVED VALUE, BRAND IMAGE TERHADAP CUSTOMER LOYALTY MELALUI CUSTOMER ENGAGEMENT SEBAGAI VARIABEL MEDIASI (STUDI PADA PELANGAN INDIHOME PT. TELKOM MANADO)

2021 ◽  
Vol 7 (3) ◽  
Author(s):  
Amriah Amir ◽  
Silvya L. Mandey ◽  
Hendra N. Tawas
Keyword(s):  
Customer Loyalty ◽  
Structural Equation ◽  
Brand Image ◽  
Perceived Value ◽  
Research Data ◽  
Partial Least Square ◽  
Least Square ◽  
Customer Engagement ◽  
Equation Modeling ◽  
Long Time

The study aims to analyze the effect of Perceived Value and Brand Image on Customer Loyalty with Customer Engagement as a Mediation Variable for Indihome Customers at PT. Telkom Manado. The population of this research were Indihome customers in Manado. Sampling was carried out based on Isaac Michael's table of 267 respondents. The research data were analyzed using PLS SEM (Partial Least Square - Structural Equation Modeling) with SmartPLS 3.0 software. The results showed that Perceived Value and Brand Image had an effect on Customer Engagement but did not directly influence Customer Loyalty. Perceived Value and Brand Image affect Customer Loyalty through Customer Engagement with full mediation. Customer Engagement affects Customer Loyalty. Indihome at Telkom Manado has already good at Perceived Value and Brand Image.  However, the product still couldn't drive the loyal customers to buy any add-on services or ensure to a long time subscription. The company need to find strategies that can improve the customer engagement and customer loyalty with Indihome as a product. Keywords : Perceived Value, Brand Image, Customer Engagement, Customer Loyalty

scholarly journals Understanding the Attitudes and Purpose for the Usage of Self-service Technologies (SSTs) at the Airports

2019 ◽  
Vol 8 (3) ◽  
pp. 7034-7039
Keyword(s):  
Perceived Risk ◽  
Structural Equation ◽  
Partial Least Square ◽  
Least Square ◽  
Equation Modeling ◽  
Web Based ◽  
Endogenous Variables ◽  
Managerial Implications ◽  
Self Service ◽  
Self Service Technology

This study tried to understand the intention of technology adoption for web-based self-service technology (SST) pertaining to the airline sector in India. A survey-based approach was employed to acquire 458 responses. These responses were obtained from passengers who were using the airline’s service. The passengers were from three international airports that are located in Chennai, Hyderabad, and Bangalore. The partial least square structural equation modeling technique was employed to investigate the hypothesis. To recognize the influences on web-based SST(endogenous variables), along with the concept of adoption purpose as per the air passengers’ perceptions, the initial qualitative study joined the resultant literature examination in correspondence with the interview with focus groups. The following are the exogenous factors applied in the study; apparent usefulness: apparent ease of usage, trustworthiness, perceived risk, supposed behavioral regulator, subjective standard, word-of-mouth reports, apparent playfulness, and approach and adaptation purpose. Results specify factors that suggestively affect the intention to employ SSTs. Theoretical as well as managerial implications are deliberated on.

scholarly journals THE EFFECT OF AMIL’S ISLAMIC CHARACTERISTICS ON THE QUALITY OF FINANCIAL REPORTING OF ZAKAT MANAGEMENT ORGANIZATIONS (ZMO): GOOD GOVERNANCE AS INTERVENING VARIABLE

2021 ◽  
Vol 16 (1) ◽  
pp. 15-31
Author(s):  
Abrar Nawas ◽  
Yuswar Zainal Basri ◽  
Tatik Mariyanti ◽  
Zulhelmy Zulhelmy
Keyword(s):  
Financial Reporting ◽  
Structural Equation ◽  
Good Governance ◽  
Professional Associations ◽  
Partial Least Square ◽  
Least Square ◽  
Equation Modeling ◽  
Managerial Implications ◽  
The Government

The objective of this research is to analyze the effect of Amil's Islamic Characteristics on Quality of Financial Reporting and Good Governance as an Intervening Variable in Zakat Management Organizations (ZMO). The research used the Structural Equation Modeling-Partial Least Square (SEM-PLS) method with SmartPLS software to analyze data from 204 samples of commissioners and administrators of Zakat Management Organization. The results show that the character of trustworthiness, professionalism, and good governance had a positive and significant effect on the quality of Financial Reporting. In contrast, Islamic religiosity has no impact on the quality of financial reporting. The results also show that Islamic religiosity, trustworthiness, and professionalism had a positive and significant effect on good governance. Good governance played a role in mediating the influence of trustworthiness on the quality of Financial Reporting. The research findings provide managerial implications for ZMO and the government to utilize Islamic religiosity and character of trustworthiness as qualitative standards in Amil recruitment. Furthermore, it allows them to create and set Amil’s professional competency standards, including the fields of accounting and management, and provide Amil professional certification as well as establish Amil Professional Associations.

Determinants of Repurchase Intention in C2C E-Commerce

2018 ◽  
Vol 31 (3) ◽  
pp. 54-76
Author(s):  
Muhammad Rifki Shihab ◽  
Dimas Maulana ◽  
Achmad Nizar Hidayanto
Keyword(s):  
Structural Equation Modeling ◽  
Structural Equation ◽  
Perceived Value ◽  
Perceived Quality ◽  
Partial Least Square ◽  
Least Square ◽  
Equation Modeling ◽  
Repurchase Intention

In order to create a thriving c2c e-commerce environment, it is imperative for c2c e-commerce companies as well as merchants within to fully understand the factors that persuade existing customers to make repeat purchases. This article distinguishes itself by differentiating the roles of platform providers and those of merchants in identifying the determinants that affect repurchase intention in c2c e-commerce. Data in this article was collected from the users of a respected c2c e-commerce company in Indonesia. A total of 347 sample was analyzed using Partial Least Square (PLS), a variance based Structural Equation Modeling (SEM) aided by SmartPLS 2.0 software. The results of this article showed that satisfaction with merchants and trust in platform providers were factors that directly affected repurchase intention. Meanwhile, perceived quality of merchants, perceived quality of platform providers, perceived value, and trust in merchants were factors that affected repurchase intention indirectly.

scholarly journals The effect of brand experience, service quality and perceived value on brand loyalty study (Case Study: National Bank of Birjand city)

2015 ◽  
Vol 16 (SE) ◽  
pp. 387-394
Author(s):  
Mahdi Mahmoodzadeh ◽  
Mahdi Mahmoodzadeh
Keyword(s):  
Service Quality ◽  
Brand Loyalty ◽  
Structural Equation ◽  
Perceived Value ◽  
Simple Random Sampling ◽  
Partial Least Square ◽  
Least Square ◽  
Equation Modeling ◽  
Brand Experience ◽  
National Bank

In the era of knowledge-based economy, the value-creating activities of the organization ??are not only based on their tangible assets, but the organization's ability to use the intangible assets, will form the main power of their value creating. The aim of this study is to identify the effect of brand experience, service quality and perceived value on loyalty to the brand in the National Bank of Birjand city. Hypothesized relations between the dimensions of brand marketing experience, service quality and perceived value of loyalty, with data that were selected through structured questionnaires from 254 in person clients of National Bank of Birjand by simple random sampling, were collected and analyzed. Research methodology in this study, from the nature dimension is applied and in terms of methodology is descriptive - survey. For the questionnaire validity, content validity was used and for the reliability, the Cronbach's alpha that the results of which were calculated 0.97 for the questionnaire was used and for data analysis, the structural equation modeling method with the partial least square approach of Smart PLS software has been used. The results of the analysis showed that there is a relation between brand experience marketing dimension and perceived value with brand loyalty directly and indirectly (through a mediator variable), however, a direct relationship between the quality of service and loyalty is not confirmed, but through mediator variables, the consent of the brand and trust to the brand the relation was confirmed.

scholarly journals Uncertainty of the business environment affecting business success due to the Covid-19 pandemic

2021 ◽  
pp. 1549-1556
Author(s):  
Okky Rizkia Yustian
Keyword(s):  
Structural Equation Modeling ◽  
Data Collection ◽  
Structural Equation ◽  
Business Environment ◽  
Partial Least Square ◽  
Least Square ◽  
Equation Modeling ◽  
Business Success ◽  
Creative Industry ◽  
Managerial Implications

The purpose of this study was to analyze the influence of entrepreneurial competence and business environment on the business success of creative industry SMEs in West Java which were affected by Covid-19. Data collection was done using a questionnaire distributed to 254 respondents. Partial Least Square Structural Equation Modeling (PLS-SEM) was used to test the hypothesis. The results showed that entrepreneurial competence and business environment influenced the SMEs’ business success during the Covid-19 pandemic. This article also presents some managerial implications of the study.

scholarly journals How Does Corporate Environmental Strategy Contribute to Voluntary Environmental Behavior? Influence of Psychological Green Climate, Firms’ Size, and Employees’ Age

SAGE Open ◽  
2021 ◽  
Vol 11 (1) ◽  
pp. 215824402110060
Author(s):  
Shetu Ranjan Biswas ◽  
Mouri Dey ◽  
Swadip Bhattacharjee ◽  
Md. Aftab Uddin
Keyword(s):  
Social Identity Theory ◽  
Structural Equation ◽  
Deductive Reasoning ◽  
Environmental Behavior ◽  
Partial Least Square ◽  
Least Square ◽  
Equation Modeling ◽  
Environmental Strategy ◽  
Moderating Variables ◽  
Managerial Implications

Considering the gravity of issues, the present study investigates the influence of corporate environmental strategy (CES) on the voluntary environmental behavior (VEB) of employees along with the potential moderating variables. The research questions and hypotheses are built based on the essence of an integrated theory of corporate environmental behavior and social identity theory. Data were collected from numerous organizations and analyzed following the deductive reasoning approach. Partial least square–based structural equation modeling was used to test the hypotheses. The result highlighted that CES influences psychological green climate (PGC), which leads to an effect on VEB. We also examined the moderating effects of employees’ age, firms’ size on the influence of CES on PGC, and the PGC on VEB. The result showed that the moderating effect of age affects the influence of CES on PGC and other’s influences are not found significant. Managerial implications were also discussed.

scholarly journals PENGARUH SERVICE QUALITY TERHADAP PERCEIVED IMAGE, PERCEIVED VALUE, DAN CUSTOMER SATISFACTION SERTA DAMPAKNYA TERHADAP BEHAVIORAL INTENTIONS (STUDI KASUS PADA MASKAPAI PENERBANGAN LION AIR INDONESIA)

2020 ◽  
Vol 4 (2) ◽  
pp. 156-170
Author(s):  
Ratna Kartika Zulya ◽  
Osa Omar Sharif
Keyword(s):  
Structural Equation Modeling ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Behavioral Intention ◽  
Behavioral Intentions ◽  
Structural Equation ◽  
Perceived Value ◽  
Partial Least Square ◽  
Least Square ◽  
Equation Modeling

Kondisi geografis Indonesia sangat membutuhkan pesawat sebagai sarana yang menjadi konektivitas antar pulau. Di tahun 2018, jumlah penumpang pesawat rute domestik mencapai 101.130.000 penumpang. Meskipun begitu, nyatanya di maskapai Lion Air mengalami penurunan jumlah penumpang sebesar 4,13%. Penelitian bertujuan untuk mengetahui bagaimana pengaruh Service Quality terhadap Perceived Image, Perceived Value, dan Customer Satisfaction, dan bagaimana dampaknya terhadap Behavioral Intention pada konsumen jasa maskapai Lion Air di Indonesia. Metode penelitian yang digunakan adalah metode kuantitatif dengan populasi dalam penelitian adalah masyarakat yang pernah menggunakan jasa maskapai Lion Air di Indonesia. Teknik pengambil sampel menggunakan rumus Cohran sehingga ditentukan jumlah sampel sebanyak 385 sampel. Tenik analisis data adalah teknik multivariat melalui alat analisis Structural Equation Modeling (SEM) Partial Least Square (PLS). Hasil temuan dalam penelitian adalah Service Quality merupakan faktor utama untuk meningkatkan Perceived Image, dan Perceived Value sehingga terciptanya Customer Satisfaction dan Behavioral Intention pada konsumen jasa maskapai Lion Air di Indonesia. Dengan begitu, maka disarankan bagi Lion untuk memprioritaskan Service Quality karena pengaruhnya besar terhadap Perceived Image, Perceived Value, dan Customer Satisfaction yang juga berdampak pada Behavioral Intentions pada konsumen maskapai Lion Air.

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