scholarly journals Menciptakan Kepuasan Konsumen Dengan Pengalaman Membeli Produk

2019 ◽  
Vol 3 (2) ◽  
pp. 86-91
Author(s):  
Sukma Irdiana ◽  
Mohammad Noor Khairullah2
Keyword(s):  
Customer Satisfaction ◽  
Sampling Method ◽  
Food Delivery ◽  
Partial Least Square ◽  
Least Square ◽  
Testing Technique ◽  
Internet Users ◽  
Delivery Services ◽  
The Times ◽  
Buy Back

The number of internet users currently in Indonesia is increasingly growing, along with the development of the times and technology. One of them is the provision of food delivery services. In this research, researchers have the aim to describe how far the influence of the consumer buying experience on satisfaction and the desire to buy back online at Go Food in Surabaya. This research data was obtained through distributing questionnaires to 70 respondents using the accidental sampling method for ordering GoFood in Surabaya, who often bought using GoFood online at least three times in a period of 2 months. The data testing technique used in this research is Partial Least Square. The research proves that buying experience and online customer satisfaction sometimes does not provide a stimulus to repurchase consumers. However, optimal customer satisfaction can result in repurchases on a product or service provided. This is because buying experience and customer satisfaction does not guarantee consumers to buy back a product. However, if consumers are satisfied, consumers will spontaneously make repeat purchases. Even if consumers are satisfied, consumers will indirectly promote products to other consumers.

scholarly journals Online food delivery services: cross-sectional study of consumers’ attitude in Malaysia during and after the COVID-19 pandemic

F1000Research ◽  
2021 ◽  
Vol 10 ◽  
pp. 972
Author(s):  
Sin Yin Tan ◽  
Su Yin Lim ◽  
Soon Fern Yeo
Keyword(s):  
Online Survey ◽  
Food Delivery ◽  
Ease Of Use ◽  
Partial Least Square ◽  
Least Square ◽  
Primary Data ◽  
Perceived Ease Of Use ◽  
Continuance Intention ◽  
Time Saving ◽  
Delivery Services

Background: During the COVID-19 pandemic, Malaysian consumers were more likely to purchase food online and have it delivered to their doorstep. To stay afloat, many restaurants were pushed to provide online food delivery services (OFDS), and this sector has grown tremendously. However, will the trend persist after the pandemic? This study aims to look into how consumers’ perceptions of OFDS affect their attitude towards them. It investigates the relationship between convenience motivation, perceived ease of use, time-saving orientation and price-saving orientation in terms of future intent to use OFDS. Method: Primary data was collected from 307 respondents in Malaysia using convenience sampling method through an online survey. Respondents’ demographic background was presented statistically in cross tabulation tables to study the ratio comparison implicitly. Consistent Partial Least Square approach and bootstrapping techniques with 5,000 subsamples was employed, with the aid of SmartPLS.V3 software, to identify the significant factors influencing consumers’ continuance intention after the pandemic. Result: Perceived ease of use does not contribute significantly to continuance intention as most consumers have prior online purchase experience.  Nevertheless, time-saving orientation has a positive correlation with perceived ease of use due to the simplicity of placing an order with just a click.  It is also found that price-saving orientation is related to convenience motivation, particularly when prices can be compared on the websites or online ordering platforms. Consumers’ intention to continue using OFDS even after the COVID-19 pandemic is positively influenced by all the parameters studied, except for perceived ease of use. Conclusion: Limited work has been done on the continuance intention to use OFDS beyond the pandemic. This study provides insight for food retailers on how to enhance their business and retain their customers with the support of technology, even after the COVID-19 pandemic.

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.

Customer Satisfaction towards Mobile Food Delivery Apps during Covid-19 Pandemic

2021 ◽  
Vol 6 (3) ◽  
pp. 191-201
Author(s):  
Goh Mei Ling ◽  
Ho Sew Tiep ◽  
Ng Zhu Er
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Convergent Validity ◽  
Discriminant Validity ◽  
Food Delivery ◽  
Partial Least Square ◽  
Least Square ◽  
Equation Modeling ◽  
Quality Service ◽  
Website Quality

Objective - The objective of this study is to investigate the determinants of customer satisfaction towards the mobile food delivery apps during the COVID-19 pandemic. Methodology/Technique - Website quality, service quality, price, and convenience were hypothesised to explain customer satisfaction towards mobile food delivery apps. 200 respondents were recruited using convenience sampling. Due to COVID-19, the data collection was done using Google Form which consisted of respondents' profile and measurements for all the constructs in this study. All the instruments of the variables were adapted from previous studies. Partial Least Square Structural Equation Modeling (PLS-SEM) was performed to assess the measurements' validity and test the relationship among the variables. Findings - Convergent validity and discriminant validity which were assessed via measurement model were satisfactory. The R-square value obtained was 0.565. This indicates that, the model explains customer satisfaction by 56.5% towards mobile food delivery apps during the COVID-19 pandemic. The findings show that website quality and convenience have significantly influenced customer satisfaction towards mobile food delivery apps. Service quality and price, however, were found insignificant. Website quality has been found as the most important predictor of customer satisfaction. Novelty - This study provided an insight into the customer satisfaction towards the mobile food delivery apps from the new norm of COVID-19 measured perspective. The apps' website quality and the convenience of using the apps were revealed as important factors that impact customer satisfaction significantly during the pandemic period. Type of Paper - Empirical. Keywords: Customer Satisfaction; Mobile Food Delivery Apps; COVID-19; Website Quality; Service Quality; Price; Convenience. JEL Classification: M15

scholarly journals Pengaruh Brand Image dan Persepsi Harga Terhadap Kualitas Pelayanan dan Kepuasan Pelanggan (Studi pada Pelanggan Datsun Nissan Martadinata)

2019 ◽  
Vol 8 (2) ◽  
pp. 1
Author(s):  
Oscar Marco Sanny Junior ◽  
William A. Areros ◽  
Riane J. Pio
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Quantitative Research ◽  
Sampling Method ◽  
Brand Image ◽  
Partial Least Square ◽  
Least Square ◽  
Price Perception ◽  
Purposive Sampling ◽  
Pls Analysis

The immediate objectives of this research is to determined the effect of (1) Brand Image towards Service Quality on Datsun Nissan Martadinata customers, (2) Brand Image towards Customer Satisfaction on Datsun Nissan Martadinata customers, (3) Price Perception of Service Quality on Datsun Nissan Martadinata customers, (4) Price Perception of Customer Satisfaction on Datsun Nissan Martadinata customers, and (5) Service Quality towards Customer Satisfaction on Datsun Nissan Martadinata customers. The quantitative research is adapted as the method in this study and used questionnaire as the reflection of its method. Datsun buyers at Nissan Martadinata Manado are used as the population and Datsun customers are used as the samples. The questionnaires will be distributed with purposive sampling method. This study uses SmartPLS software to assist the Partial Least Square (PLS) analysis. The study resulted in 3 hypotheses were rejected from 5 hypotheses.

scholarly journals ANALISIS FAKTOR-FAKTOR YANG MEMPENGARUHI REPURCHASE INTENTION KONSUMEN PADA SITUS JUAL BELI ONLINE LAZADA.CO.ID

2020 ◽  
Vol 22 (2) ◽  
Author(s):  
Dio Ananta Putra ◽  
Verinita Verinita
Keyword(s):  
Human Life ◽  
Rapid Development ◽  
Partial Least Square ◽  
Least Square ◽  
Repurchase Intention ◽  
Repurchase Intentions ◽  
Internet Users ◽  
Online Trading ◽  
Pls Analysis ◽  
The Times

Along with the times and technology, internet usage in the world today continues to increase. The rapid development of internet users in this era of globalization has led to changes in culture in human life. The e-commerce phenomenon that began to grow rapidly in Indonesia is an online trading site. One of the online trading sites that are developing in Indonesia today is lazada.co.id. In buying and selling sites that affect success and profitability are consumer repurchase intentions. This study discusses the analysis of factors that influence consumers' repurchase intention on the online trading site lazada.co.id. The sample of this research is 170 consumers who have shopped more than once on the online trading site Lazada.co.id and are more than 17 years old, who already have the ability to make their own decisions and live in Padang City. The research design used is quantitative with explanatory type. This research will use Partial Least Square (PLS) analysis method, while the variables used are the factors that influence consumers' repurchase intention on online buying and selling sites. The relationship between the factors that influence consumer interest and the repurchase decision made by online trading site consumers in Padang City is obtained. Keyword: Repurchase intention, Costumer

scholarly journals ANALISIS FAKTOR-FAKTOR YANG MEMPENGARUHI REPURCHASE INTENTION KONSUMEN PADA SITUS JUAL BELI ONLINE LAZADA.CO.ID

2018 ◽  
Vol 10 (3) ◽  
pp. 49-55
Author(s):  
Dio Ananta Putra ◽  
Verinita Verinita
Keyword(s):  
Human Life ◽  
Rapid Development ◽  
Partial Least Square ◽  
Least Square ◽  
Repurchase Intention ◽  
Repurchase Intentions ◽  
Internet Users ◽  
Online Trading ◽  
Pls Analysis ◽  
The Times

Along with the times and technology, internet usage in the world today continues to increase. The rapid development of internet users in this era of globalization has led to changes in culture in human life. The e-commerce phenomenon that began to grow rapidly in Indonesia is an online trading site. One of the online trading sites that are developing in Indonesia today is lazada.co.id. In buying and selling sites that affect success and profitability are consumer repurchase intentions. This study discusses the analysis of factors that influence consumers' repurchase intention on the online trading site lazada.co.id. The sample of this research is 170 consumers who have shopped more than once on the online trading site Lazada.co.id and are more than 17 years old, who already have the ability to make their own decisions and live in Padang City. The research design used is quantitative with explanatory type. This research will use Partial Least Square (PLS) analysis method, while the variables used are the factors that influence consumers' repurchase intention on online buying and selling sites. The relationship between the factors that influence consumer interest and the repurchase decision made by online trading site consumers in Padang City is obtained.    

scholarly journals EFFECT OF SERVICE QUALITY AND BRAND TRUST ON CUSTOMER SATISFACTION AND CUSTOMER LOYALTY PERTAMINA HOSPITAL BALIKPAPAN

2020 ◽  
Vol 4 (01) ◽  
Author(s):  
Lenny Meitha Wulur ◽  
Theresia Militina ◽  
Gusti Norlitaria Achmad
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Sampling Method ◽  
Partial Least Square ◽  
Least Square ◽  
Brand Trust ◽  
Positive Effect

This research was conducted by Lenny titled "The Effect of Service Quality and Brand Trust on Customer Satisfaction and Customer Loyalty Balikpapan Pertamina Hospital" under the guidance of Prof. Dr. Theresia Militina, M.Siand Dr. Gusti Noorlitaria. A., SE., MM. This study aimed to analyze the influence of service quality and brand trust to customer satisfaction and customer loyalty. The sampling method used in this study is nonprobability Sampling. The sample used in this study were a total of 110 respondents. Analysis of the data used in this study is Partial Least Square with the help of software SmartPLS3.0. result This research shows: (1) Service Quality (X1) positive and significant impact on Customer Satisfaction (Y1), (2) Brand Trust (X2) positive and significant impact on Customer Satisfaction (Y1), (3) Service Quality (X1) positive and significant impact on Customer Loyalty (Y2), (4) Brand Trust (X2) has positive effect but not significant to Customer Loyalty (Y2), (5) Customer Satisfaction (Y1) positive and significant impact on Customer Loyalty (Y2).

scholarly journals ANALISIS REUSE INTENTION PELANGGAN TOUR DAN TRAVEL “X”

2020 ◽  
Vol 4 (1) ◽  
Author(s):  
Denis Fidita Karya
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Empirical Result ◽  
Sampling Method ◽  
Partial Least Square ◽  
Least Square ◽  
Primary Data ◽  
Probability Sampling ◽  
Positive Effect ◽  
Sampling Approach

This study aims to examine the effect of service quality and satisfaction on reuse intention on tour and travel. The research used primary data derived from the questionnaire respondents of tour and travel “X” consumer. The sample in this study amounted to 134 respondents. This study using a non-probability sampling method with a purposive sampling approach and the method used in analyzing data in this study using partial least square. The empirical result of the study show that service quality had a positive effect and significant to customer satisfaction, satisfaction had a positive effect and significant to reuse intention and service quality had a positive effect and significant to reuse intention.

scholarly journals Prediksi Kualitas Produk, Citra Merek Dan Kepuasan Pelanggan Terhadap Intensi Membeli Kembali

2021 ◽  
Vol 3 (4) ◽  
pp. 914
Author(s):  
Chandra Yudha Cahyadi ◽  
Keni Keni
Keyword(s):  
Customer Satisfaction ◽  
Product Quality ◽  
Sampling Method ◽  
Brand Image ◽  
Partial Least Square ◽  
Least Square ◽  
Repurchase Intention ◽  
Cross Sectional ◽  
Descriptive Research ◽  
Convenience Sampling

The purpose of this study is to examine whether product quality, brand image, and customer satisfaction can predict repurchase intention. The number of samples used in this study were 150 respondents. This type of research is descriptive research. The data collection in this study used cross-sectional method. in which non-probability sampling was conducted with convenience sampling method. The data was analyzed by using the Smart Partial Least Square (PLS) software version 3.00. The results of this study indicate that product quality can be used to positively predict repurchase intention, brand image can’t be used to predict repurchase intention, customer satisfaction can be used to positively predict repurchase intention. Penelitian ini bertujuan untuk menguji apakah citra merek, kualitas produk, dan kepuasan pelanggan dapat memprediksi intensi membeli kembali. Jumlah sampel yang digunakan dalam penelitian ini sebanyak 150 responden. Jenis penelitian ini adalah penelitian deskriptif, Pengumpulan data dilakukan secara cross-sectional dengan teknik pengambilan sampel berupa nonprobability sampling, yaitu convenience sampling. Analisis data dilakukan dengan menggunakan software Smart Partial Least Square (PLS) versi 3.00. Hasil dari penelitian ini menunjukkan kualitas produk secara positif dapat digunakan untuk memprediksi intensi membeli kembali, citra merek tidak dapat digunakan untuk memprediksi intensi membeli kembali, kepuasan pelanggan secara positif dapat digunakan untuk memprediksi intensi membeli kembali.

scholarly journals Pengaruh Servicescape dan Kualitas Komunikasi terhadap Loyalitas nasabah melalui Kepuasan nasabah sebagai variabel intervening (studi pada nasabah Bank Tabungan Pensiunan Nasional Kantor Cabang Yogyakarta)

2020 ◽  
Vol 3 (2) ◽  
pp. 125-136
Author(s):  
Pricilia Sinta Sakinda ◽  
◽  
Henny Welsa ◽  
Muinah Fadhilah ◽  
◽  
...  
Keyword(s):  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Indirect Effects ◽  
Sampling Method ◽  
Sampling Technique ◽  
Partial Least Square ◽  
Least Square ◽  
Primary Data ◽  
Direct And Indirect Effects ◽  
Communication Quality

The purpose of this study was to examine direct and indirect effects of an integrated model of servicescape and 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 BTPN bank customers in Yogyakarta. The sampling technique using purposive sampling method to determine the sample based on the consideration of researchers. Data Analysis used Partial Least Square (PLS) yaitu SEM berbasis variance, dengan software SmartPLS. 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 communication quality to customer satisfaction, supports the influence of communication quality to customer loyalty, supports the influence of customer satisfaction to customer loyalty, supports the influence of servicescape to customer loyalty through customer satisfaction, supports the influence of communication quality to customer loyalty through customer satisfaction.

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