scholarly journals ANALYSIS OF FACTORS AFFECTING THE INCREASE OF CUSTOMER LOYALTY IN BATIK BOGOR Tradisiku

2021 ◽  
Vol 5 (1) ◽  
pp. 48-63
Author(s):  
Annuridya Rosyidta Pratiwi Octasylva ◽  
Keyword(s):  
Customer Satisfaction ◽  
Relationship Quality ◽  
Customer Loyalty ◽  
Partial Least Square ◽  
Least Square ◽  
P Values ◽  
Factors Affecting ◽  
Customer Commitment ◽  
Trust Relationships ◽  
Customer Trust

In Bogor city, there have been many permits that offer typical batik batik of Bogor. one of them isBogor batik Tradisiku, Tradisiku Bogor batik is a pioneer of typical batik Bogor. But now there are more and more competitors for Bogor Batik Tradisiku, that impact to the decline in sales ofBogor batik Tradisiku, Thus Spake demanding Bogor batik Tradisikuto continue fighting in intense competition. Therefore, the purpose of this study is to analyze factors that Affect customer satisfaction and relationship quality (customer trust and customer commitment) ofBogor batik Tradisiku, Based on the results of the study, using Partial Least Square (PLS), it is known that Satisfaction with customer commitment is not significant. This is Because The value of P values has exceeded 0:05 or 5 percent. Customer trust relationships with loyalty are significant. This is due to the value of P values below 0:05 or 5 percent.

scholarly journals A framework for measuring customer loyalty for 3PL industry: a case of evolving market

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Waqar Ahmed ◽  
Arsalan Najmi ◽  
Simonov Kusi-Sarpong ◽  
Sharfuddin Ahmed Khan ◽  
Asad Khushal ◽  
...  
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Relationship Quality ◽  
Customer Loyalty ◽  
Customer Orientation ◽  
Positive Impact ◽  
Partial Least Square ◽  
Least Square ◽  
Equation Modeling ◽  
Content Type

PurposeThis research aims to propose a framework for measuring customer loyalty for third party logistics (3PL) industry by exploring the attributes that are more attractive to customers and ascertain the mechanisms for increasing customer loyalty in 3PL industry.Design/methodology/approachData were collected from one hundred and thirty-three (133) respondents who were employees of different industries that outsource 3PL services. The partial least square structural equation modeling (PLS–SEM) was deployed for analysis.FindingsThe results showed that service quality has a significant positive impact on customer orientation, customer satisfaction and relationship quality. On the other hand, customer orientation has been observed to positively impact customer satisfaction but an insignificant impact on customer loyalty and relationship quality. Customer satisfaction has a significant positive impact on relationship quality but an insignificant impact on customer loyalty. Also, relationship quality has a significant positive impact on customer loyalty.Practical implicationsThe results recommend that 3PL companies' managers focus more on developing quality relationships with their customers, delivering exemplary service quality and offering customer orientation.Originality/valueThis study will help the stakeholders gain much more understanding and insights on how competitive advantage can be achieved and, consequently, help 3PL become the market leaders.

scholarly journals THE EFFECT OF CUSTOMER TRUST AND COMPANY IMAGE ON CUSTOMER SATISFACTION AND CUSTOMER LOYALTY IN INDONESIA CLASSIFICATION BUREAU IN SAMARINDA

2020 ◽  
Vol 4 (03) ◽  
Author(s):  
Syariful Mahsyar ◽  
Suharno Suharno ◽  
Zainal Abidin
Keyword(s):  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Latent Variables ◽  
Structural Equation ◽  
Structural Equation Models ◽  
Structural Equations ◽  
Partial Least Square ◽  
Least Square ◽  
Analysis Tool ◽  
Customer Trust

This study aims to determine the effect of customer trust and company image on customer satisfaction and customer loyalty at the Indonesian Classification Bureau. The population in this study were customers of PT BKI with a total of 95 respondents. The method of data collection is done by giving a list of questions or questionnaires to respondents who are customers at PT BKI, where the questionnaire is distributed to these customers. This study uses a data analysis tool that is partial Least Square (PLS), then this study uses the analysis method of structural equation models or Path Analysis to determine the causal relationship between latent variables contained in structural equations. The tool used in data processing using the Smart PLS program. The results of this study indicate that 1) customer trust has a significant effect on customer satisfaction, 2) company image has a significant effect on customer satisfaction, 3) customer trust has a significant effect on customer loyalty, 4) company image has a significant effect on customer loyalty, 5) customer satisfaction has an significant effect to customer loyalty. Keywords: Customer Trust, Company Image, Customer Satisfaction, Customer Loyalty

scholarly journals THE EFFECT OF SERVICE QUALITY AND CUSTOMER TRUST ON CUSTOMER SATISFACTION AND CUSTOMER LOYALTY PT SURYA RAFI BERSAUDARA

2020 ◽  
Vol 4 (03) ◽  
Author(s):  
Untung Surapati ◽  
Suharno Suharno ◽  
Zainal Abidin
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Latent Variables ◽  
Structural Equation Models ◽  
Structural Equations ◽  
Partial Least Square ◽  
Least Square ◽  
Analysis Tool ◽  
Customer Trust

This study aims to determine the effect of service quality and customer trust on customer satisfaction and customer loyalty of PT Surya Rafi Bersaudara. The population in this study were customers of PT Surya Rafi Bersaudara with a total of 75 respondents. The method of data collection is done by giving a list of questions or questionnaires to respondents who are customers at PT BKI , where the questionnaire is distributed to these customers. This study uses a data analysis tool that is partial Least Square (PLS), then this study uses the analysis method of structural equation models or Path Analysis to determine the causal relationship between latent variables contained in structural equations. The tool used in data processing using the Smart PLS program. The results of this study indicate that 1) service quality has a significant effect on customer satisfaction, 2) customer trust has a significant effect on customer satisfaction, 3) service quality has a significant effect on customer loyalty, 4) customer trust has no significant effect on customer loyalty, 5) customer satisfaction has a significant effect on customer loyalty. Keywords: Service Quality, Customer Trust, Customer Satisfaction, Customer Loyalty

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.

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.

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.

scholarly journals Pengaruh Kualitas Layanan Terhadap Kepuasan, Kepercayaan Dan Loyalitas Pelanggan Travel Agent Di Kabupaten Badung

2020 ◽  
Vol 2 (2) ◽  
pp. 133-151
Author(s):  
Ni Luh Indiani
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Partial Least Square ◽  
Travel Agent ◽  
Travel Agents ◽  
Insignificant Effect ◽  
Customer Trust ◽  
Online Travel ◽  
Online Travel Agents

The development of increasingly advanced technology has an important influence in the tourism service industry, namely the utilization of internet technology in the process of booking tour and travels through online travel agents. Conventional travel agents are increasingly being abandoned as travelers turn to online travel agents. Under these conditions conventional travel agents need to make a number of efforts to keep customers in order to survive. This study aims to analyze the effect of service quality on satisfaction, trust and loyalty of travel agent customers in Badung regency.Research respondents are domestic and foreign customers who use travel agent services in Badung regency, as many as 70 respondents. Data collection was done through survey using questionnaire. Testing research hypothesis using Partial Least Square (PLS).The result of the research shows that 1) the quality of service has positive and significant effect to customer satisfaction, trust and loyalty, 2) customer satisfaction has positive and insignificant effect to customer loyalty, 3) customer trust has negative and insignificant effect to customer loyalty, 4) satisfaction and customer trust does not mediate the influence of service quality on customer loyalty.Travel agent in Badung regency should improve and pay attention to the indicators supporting the satisfaction, trust and customer loyalty so that customers are not easy to switch to competitors.

scholarly journals role of brand image and customer commitment in mediating service quality towards customer loyalty

2021 ◽  
Vol 9 (1) ◽  
pp. 79-89
Author(s):  
Anak Agung Bagus Putra Mahatama ◽  
Made Wardana
Keyword(s):  
Service Quality ◽  
Customer Loyalty ◽  
Sampling Method ◽  
Brand Image ◽  
Partial Least Square ◽  
Least Square ◽  
Credit Institution ◽  
Customer Commitment ◽  
Technology Improvement

The purpose of this study is to explain the role of brand image and customer commitment in mediating the effect of service quality on customer loyalty. The population in this study is customers at Kedonganan Village Credit Institution. The purposive sampling method has been used with 130 respondents included. Questionnaires were distributed and the result are analyzed using PLS (Partial Least Square) technique. The results of this study indicate that service quality has a positive and significant effect on brand image, customer commitment, and customer loyalty at Kedonganan Village Credit Institution. There was a significant role of brand image and customer commitment in mediating the effect of service quality on customer loyalty at Kedonganan Village Credit Institution. In order to improve brand image and customer commitment, it is hoped that Kedonganan Village Credit Institution will be able to provide faster service, attractive promotions, and technology improvement to encourage customer loyalty.

scholarly journals Studi Mediasi Kepuasan Pelanggan Pada Industri Retail: Peran Kualitas Layanan dan Implikasinya terhadap Loyalitas Pelanggan

IQTISHODUNA ◽  
2020 ◽  
Vol 16 (2) ◽  
pp. 115-130
Author(s):  
Mohammad Nur Safri Ramadhan ◽  
Nur Asnawi
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Direct Effect ◽  
Customer Loyalty ◽  
Comparative Research ◽  
Partial Least Square ◽  
Least Square ◽  
Retail Service ◽  
Retail Service Quality ◽  
Pls Method

The purpose of this research is to determine the direct effect of retail service quality on customers' loyalty and satisfaction, the effect of customer satisfaction on their loyalty and how much customer satisfaction mediates retail service quality on customers' loyalty on Super Indo Bendungan Sutami customers, Malang. This research method uses comparative research with a quantitative approach. The sample used was 120 respondents with collected data by a questionnaire. The data analysis in this study used the Partial Least Square (PLS) method. The results of this research indicate that there is a direct effect of the retail service quality variable upon customers' loyalty and also on customer satisfaction which has a direct influence on customers of Super Indo Bendungan Sutami. Meanwhile, loyalty and can mediate the effect of retail service quality on customer loyalty.               

scholarly journals The Influence of Product, Restaurant Atmosphere, Customer Value, and Customer Loyalty through Customer Statisfacation as Mediation (Case study on Choie Dimsum Surabaya)

2021 ◽  
Vol 2 (4) ◽  
pp. 244-250
Author(s):  
Romadini Antikasari ◽  
Agus Baktiono ◽  
I Gede Arimbawa ◽  
Elok Damayanti
Keyword(s):  
Customer Satisfaction ◽  
Product Quality ◽  
Customer Loyalty ◽  
Significant Influence ◽  
Customer Value ◽  
Partial Least Square ◽  
Least Square ◽  
Analysis Technique

The purpose of this study was to analyze the effect of product quality, restaurant atmosphere, and customer value on customer satisfaction and customer loyalty. This type of research is quantitative. The population of this study were 95 respondents who bought at Surabaya Choie Dimsum. The analysis technique used is Partial Least Square (PLS). Data was obtained from questionnaires and tested with the SmartPLS 3.0 application. The results of this study indicate that product quality, restaurant atmosphere, and customer value have a positive and significant influence on customer satisfaction and customer loyalty. And customer satisfaction has a positive and significant influence on customer loyalty.

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