scholarly journals PERAN KEPUASAN KONSUMEN DALAM MEMEDIASI PENGARUH KUALITAS LAYANAN TERHADAP MINAT BELI KONSUMEN UNTUK MENGGUNAKAN JASA MASKAPAI PENERBANGAN AIR ASIA

2017 ◽  
Vol 13 (1) ◽  
Author(s):  
Yohanes Febrianto ◽  
Tumpal J. R. Sitinjak
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Service Provider ◽  
Purchase Intention ◽  
Structural Equation ◽  
Low Cost ◽  
High Mobility ◽  
Equation Modeling ◽  
Research Use ◽  
Service Loyalty

In this fast-paced era, high mobility has become necessity for people. They need a fast, simple and cheap transportation.Low cost airlines be an option for people to support their needs. One of the airlines service provider that have low cost concept is Air Asia.This research aims to study the effect of service quality on Air Asia customer purchase intention mediated by customer satisfaction.This research use non-probability sampling with judgement approachment method to collect the data, that the respondent ever used the Air Asia service provider at least once a time. This research collect the data from 150 respondent. The data is collected by the questionnaire and tested by SEM (structural equation modeling) with Lisrel 8.80. The result of this research is there are significant effect between service loyalty and customer satisfaction on customer purchase intention partially and there is a significant effect between service quality on customer purchase intention mediated by customer satisfaction.<br />Keywords: Service Quality, Customer Satisfaction, Customer Purchase Intention

scholarly journals Customer Loyalty: The Difference between Full-Service Carriers and Low-Cost Carriers in Indonesia

2021 ◽  
Vol 12 (1) ◽  
pp. 21-29
Author(s):  
Yasintha Soelasih ◽  
Sumani Sumani
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Behavioral Intention ◽  
Structural Equation ◽  
Low Cost ◽  
Equation Modeling ◽  
Intention To Use ◽  
Low Cost Carriers ◽  
Behavioral Intention To Use

The research aimed to look at the differences in customer loyalty on domestic Full-Service Carriers (FSCs) and Low-Cost Carriers (LCCs) in Indonesia. The differences were shown from testing the effect of service quality on customer loyalty mediated by customer satisfaction and behavioral intention to use. Respondents were FSCs and LCCs passengers. Samples were taken by purposive sampling. There were 522 respondents for FSCs and 529 respondents for LCCs were observed by distributing questionnaires. Then, the research tested the validity and reliability of the variables using Confirmatory Factor Analysis (CFA), Composite Reliability (CR), and Average Variance Extracted (AVE). Structural Equation Modeling (SEM) was also applied to examine the hypothesis. The results show the formation of customer loyalty from service quality, customer satisfaction, and behavioral intention to use on FSCs and LCCs. The most significant factor is the behavioral intention in forming customer loyalty in FSCs and LCCs. Meanwhile, customer satisfaction does not influence customer loyalty for FSCs and LCCs.

ANALISIS PENGARUH PRICE PROMOTION, CONSUMER EVALUATION, SATISFACTION, TERHADAP REPEAT-PURCHASE INTENTION (STUDI KONSUMEN STARBUCKS DI WILAYAH JAKARTA DAN TANGERANG)

2020 ◽  
Vol 12 (2) ◽  
pp. 308-331
Author(s):  
Angelina Theodora Ratna Primantina ◽  
Lyvia Lyvia
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Food Quality ◽  
Purchase Intention ◽  
Structural Equation ◽  
Equation Modeling ◽  
Price Promotion ◽  
Consumer Evaluation ◽  
Long Time ◽  
Repeat Purchase

Coffee is an important aspect of the modern lifestyle. Not only products but also services for most city goers, especially in the Jakarta and Tangerang areas. This research is motivated by the growing trend of coffee shops with the emergence of many local brands, even though there is a very strong brand that has entered this business for a long time, namely Starbucks. One of the strategies carried out by Starbucks is through the price promotion. This strategy increases consumer desire to buy and also influences consumer evaluation of product quality through food quality and service quality. The results of this study indicate a relationship between price promotion with food quality and service quality. In terms of satisfaction, service quality variables affect customer satisfaction. Meanwhile, food quality and price promotion have no effect on satisfaction. Repeat purchase intention is influenced by customer satisfaction and price promotion. This study uses Structural Equation Modeling (SEM).   Key Words: Price Promotion; Service Quality, Food Quality;Repeat-Purchase Intention, Satisfaction;  Coffee Business

scholarly journals Analysing Service Quality and its Relation to Customer Satisfaction and Loyalty in Sportswear Retail Market

2021 ◽  
Vol 0 (0) ◽  
Author(s):  
Canan Saricam
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Equation Modeling ◽  
Retail Market ◽  
Ancillary Service ◽  
Confirmatory Factor ◽  
Order Construct ◽  
Primary Focus

Abstract The sportswear industry has a growing market globally. In the sportswear retail market, where the primary focus is on providing customers the product, but provision of the necessary ancillary service also takes place, the service quality and its relation to customer satisfaction and customer loyalty are important. With an attempt to find out this relationship, the data for this study was obtained from 251 people living in Turkey. The service quality was described as a second-order construct with the dimensions proposed in SERVQUAL scale. Confirmatory factor analysis and structural equation modeling were used to analyze and validate the model. The findings showed that the service quality, together with the relevant dimensions, tangibles, reliability, and assurance, has an influence on the customer satisfaction but not on the customer loyalty. Nonetheless, it was confirmed the customer satisfaction has an impact on the customer loyalty.

scholarly journals Customer satisfaction low cost carrier: stimulus and its consequences

2018 ◽  
Vol 22 (1) ◽  
Author(s):  
Sri Vandayuli Riorini ◽  
Christina Catur Widayati
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Organizational Performance ◽  
Brand Loyalty ◽  
Low Cost ◽  
Corporate Image ◽  
Equation Modeling ◽  
Price Fairness ◽  
Airline Safety ◽  
Low Cost Carrier

Airline industries are currently faced with challenges to satisfy consumers in order to improve organizational performance. The purpose of this study is to analyze service quality, corporate image, price fairness, and airline safety as a stimulus of customer satisfaction and its impact on brand loyalty. Samples data of 350 Low Cost Carrier/LCC passengers in Indonesia were collected and purposive sampling technique was used to analyze the developed hypothesis. Further data is processed with Structural Equation Modeling technique. The results of the study found that the stimulus of customer satisfaction of LCC is service quality, corporate image, price fairness, and airline safety. Furthermore, customer satisfaction will provide consequences for airline brand loyalty. The study also found that corporate image is the strongest factor affecting customer satisfaction. For further research, it is suggested to add customer value as a stimulus of customer satisfaction.

scholarly journals Enhance Strategy Promotion University of Medan Area to Increasing the Number of New Students during the COVID-19 Pandemic

2021 ◽  
Vol 8 (5) ◽  
pp. 432-437
Author(s):  
Muhammad Al Fikri
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Student Satisfaction ◽  
Structural Equation ◽  
Private Universities ◽  
State Universities ◽  
Equation Modeling ◽  
New Students ◽  
Improve Service Quality ◽  
Positive Word Of Mouth

Private and State Universities are still faced with competition between universities to increase the number of students especially during the Covid 19 period. This research aims to analyze the effect of each of the variables of e-service quality, e-satisfaction, positive Word of Mouth / WoM, either directly or indirectly. Data were collected from 200 students from one of the best private universities in North Sumatra (Medan), and processed using Structural Equation Modeling / SEM. From the results of data processing, all tested hypotheses can be accepted, and research found that to encourage positive WoM, PTS must be sensitive to the creation of student satisfaction. Positive WoM can be an effective advertising promotion tool for PTS to get new student candidates through existing student recommendations. In addition, to increase e-customer satisfaction, PTS is required to always improve service quality that is delivered through online services. Keywords: e-service quality, e-customer satisfaction, positive WoM, private universities.

The Driving Forces of Customer Loyalty

2009 ◽  
pp. 1540-1557
Author(s):  
T. C.E. Cheng ◽  
L. C.F. Lai ◽  
A. C.L. Yeung
Keyword(s):  
Hong Kong ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Driving Forces ◽  
Corporate Image ◽  
Equation Modeling ◽  
Internet Service ◽  
Broadband Market

In this study we examine the driving forces of customer loyalty in the broadband market in Hong Kong. We developed and empirically tested a model to examine the antecedents of customer loyalty towards Internet service providers (ISPs) in Hong Kong. Structural equation modeling (SEM) was used to evaluate the proposed model. A total of 737 valid returns were obtained through a questionnaire survey. The results show that customer satisfaction, switching cost, and price perception are antecedents that lead directly to customer loyalty, with customer satisfaction exerting the greatest influence. Although we found that service quality significantly influences customer satisfaction, which in turn leads to customer loyalty, we did not find a direct relationship between service quality and customer loyalty. Our results also reveal that corporate image is not related to customer loyalty. Our empirical investigation suggests that investing huge resources in building corporate image can indeed be a risky strategy for ISPs.

Service quality and customer satisfaction in Ghanaian retail banks: the moderating role of price

2018 ◽  
Vol 36 (1) ◽  
pp. 68-88 ◽  
Author(s):  
Bedman Narteh
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Structural Equation ◽  
Survey Methodology ◽  
Equation Modeling ◽  
Content Type ◽  
Bank Managers ◽  
Quality Dimensions ◽  
Service Quality Dimensions ◽  
Retail Banks

Purpose Various models and scales exist in the literature to measure retail bank service quality without any attempt at integrating them and the moderators have often been under explored. The purpose of this paper is to integrate the SERVQUAL and BSQ models and moderated the resulting scale with price in order to examine service quality and customer satisfaction with retail bank services in Ghana. Design/methodology/approach The study is quantitative and the survey methodology was used to collect data from 560 retail bank customers. The result was analyzed through structural equation modeling. Findings The study provides an expanded model for measuring retail bank service quality as seven of the eight latent constructs emerged as service quality dimensions when moderated with price. It is significant to also note that five of the constructs – tangibles, reliability, assurance, empathy and price – from the direct relationship emerged as the dimensions of retail bank service quality that positively and significantly predicted customer satisfaction. Practical implications The study provides insight into customer behavior with the quality of retail bank services in Ghana. The resulting broader dimensions provide an integrated and expanded model as well as pointers to bank managers on service quality and customer satisfaction cues to enable them attract, serve and retain customers. Originality/value The study is the first of its kind to integrate two of the popular models to measure retail bank service quality and to use price as a moderator of this relationship. The resulting scale, which comprised of variables from the two models, provides support for the approach used in the current study.

scholarly journals What Effects Repurchase Intention of Online Shopping

2017 ◽  
Vol 10 (12) ◽  
pp. 113 ◽  
Author(s):  
Lily Suhaily ◽  
Yasintha Soelasih
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Structural Equation ◽  
Online Shopping ◽  
Negative Influence ◽  
Equation Modeling ◽  
The Internet ◽  
Repurchase Intention ◽  
Experiential Marketing ◽  
Price Perception

The development of the internet raises opportunities for the marketing of a product and bring new forms for retail transactions, one of which is online shopping.  Furthermore with the Internet, online consumers more easily gain access to information and they offered a wide variety of products and services that can be selected at competitive prices. The purpose of this study is to determine whether there is influence of E-Service Quality, Price Perception and Experiential Marketing to Repurchase Intention which mediated by Customer Satisfaction in On-line Shopping. The amount of samples is 180 respondents. Questionnaires were distributed to respondents who have shopped using online shopping with random sampling method. This study uses data analysis of Structural Equation Modeling by using Lisrel software. The result showed that there is the influence of e-service quality to customer satisfaction and to repurchase intention, while repurchase intention has negative influence occurs. Furthermore, price has no influence to customer satisfaction but has an influence to repurchase intention. Experiential marketing has no influence to customer satisfaction and repurchase intention. Customer satifaction has positive effect on repurchase intention. The effect of e-service quality and experiential marketing through customer satisfaction as mediation variable has no influence to repurchase intention, while price perception influence to repurchase intention.

scholarly journals WORD OF MOUTH SEBAGAI KONSEKUENSI KEPUASAN PELANGGAN

2018 ◽  
Vol 11 (1) ◽  
pp. 111
Author(s):  
Eny Purbandari ◽  
Dyah Sugandini ◽  
Heru Tri Sutiono
Keyword(s):  
Patient Satisfaction ◽  
Structural Equation Modeling ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Structural Equation ◽  
Word Of Mouth ◽  
Equation Modeling ◽  
The Impact ◽  
Positive Effect

<p><em>The objective of this study is to investigate the impact of price and service quality on customer satisfaction to increase words of mouth. Data were collected by distributes questionnaires to 110 patient of Bhayangkara Polda DIY Hospital. Then, data was analyzed using structural equation modeling. The result showed that service quality, price and image have positive effect on patient satisfaction and patient satisfaction has a positive effect on words of mouth. The results also shows that image have the highest effect in creating the satisfaction. Therefore, the models of words of mouth have acceptable.</em></p>

scholarly journals The Effect of Ease of Transaction and Service Quality on Purchasing Decisions Mediated by Consumer Satisfaction (Studies on Okeped Jabodetabek Users).

2021 ◽  
Vol 19 (2) ◽  
pp. 33
Author(s):  
Melitina Tecoalu ◽  
Soegeng Wahyoedi ◽  
Edward Kustiawan
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Consumer Satisfaction ◽  
Structural Equation ◽  
Partial Least Square ◽  
Least Square ◽  
Equation Modeling ◽  
Purchasing Decisions ◽  
Purchasing Decision ◽  
Data Collection Process

This study aims to determine the effect of ease of transaction and service quality on customer satisfaction in purchasing decision making. In this study using a sample of 100 respondents using convience sampling non profitability. Data obtained through questionnaires, the data collection process in this study is Structural Equation Modeling (SEM) with the SmartPLS (Partial Least Square) 3.0 program to determine the relationship between the effect of Ease of Transaction, Service Quality on Purchasing Decisions and Consumer Satisfaction as a mediating variable.The results of the hypothesis that there are 4 accepted and 3 rejected after being tested by hypothesis testing is done using the probability value and the t statistic. So in the hypothesis acceptance criteria t-statistic> t-table. Ease of transaction affects customer satisfaction, so the hypothesis is accepted. Service quality affects customer satisfaction, so the hypothesis is accepted. Ease of transaction affects purchasing decisions, so the hypothesis is accepted. Service quality affects purchasing decisions, so the hypothesis is accepted. Consumer satisfaction has no effect on purchasing decisions, so the hypothesis is rejected. The service quality on purchasing decisions is not mediated by consumer satisfaction well so that the hypothesis is rejected. Ease of transaction on purchasing decisions is not mediated in consumer satisfaction well, so the hypothesis is rejected. In this study, it is explained that the purchasing decision is not well mediated by consumer satisfaction so that consumers who do not reach their expectations feel dissatisfied, which leads to not making purchasing decisions on Okeped.

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