scholarly journals THE EFFECT OF PRICE, QUALITY OF SERVICE, BRAND IMAGE OF INTERNET PRODUCT VSAT IP BROADBAND QUOTA TO ALFAMART CUSTOMER SATISFACTION

2020 ◽  
Vol 2 (1) ◽  
pp. 162-171
Author(s):  
Imam Subekhi ◽  
Baruna Hadibrata
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Structural Equation ◽  
Brand Image ◽  
Partial Least Square ◽  
Least Square ◽  
Equation Modelling ◽  
Service Brand ◽  
Modelling Data

The aim of this research was to determine the effect of Price, Quality of Service and Brand Image on Customer Satisfaction of Alfamart Customer in using VSAT IP Broadband Quota service of PT Telkomsat. Number of respondents in this research is 248 respondents who work in Alfamart retail stores especially Jabodetabek area. The research method uses a questionnaire with SEM (Structural Equation Modelling) data analysis which is described in PLS (Partial Least Square) - SEM Application. The result of this research showed that the Price variable has a positive and significant effect on Customer Satisfaction. Quality of Service variable has a positive and significant effect on Customer Satisfaction. Then the Brand Image variable also has a positive and significant effect on Customer Satisfaction.

Customer Loyalty Creation Based On Customer and Trust Satisfaction from Quality of Service in Pt. Pharos Indonesia Branch Denpasar

2018 ◽  
Vol 9 (02) ◽  
pp. 20493-20502
Author(s):  
Ni Ketut Trisna Utami ◽  
I Wayan Sujana ◽  
I Nengah Suardhika
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Equation Model ◽  
Partial Least Square ◽  
Least Square ◽  
Quality Of Services

This study aims to test and analyze service quality, customer satisfaction, trust and customer loyalty. This research was conducted at PT. Pharos Indonesia Denpasar Branch with research population is outlet that make purchasing, sample used 100 units with purposive sampling method. All data obtained from questionnaires are suitable for use, then analyzed using structural equation model based on variance analysis known as Partial Least Square (PLS). The results showed that the better the quality of service provided to customers, it will have a better impact on improving customer satisfaction, the better the quality of services provided to customers, it will have an impact on increasing trust customers, the more satisfied customers will have an impact on the increase of customer loyalty, the higher the trust the customer will have an impact on increasing customer loyalty, the more satisfied customers will have an impact on increasing trust customers and the better quality of services provided to customers will have an impact on increased customer loyalty. The implication of this research is that service quality can be improved by considering reliability, customer satisfaction can be improved by paying attention to customer satisfaction to the whole product. Trust can be improved by taking into account competence and customer loyalty can be improved by paying attention to make purchases regularly.  

scholarly journals Quality of Service Using Partial Least Square (PLS)

2020 ◽  
Vol 5 (7) ◽  
pp. 1324-1326
Author(s):  
Panji Priya Sahita ◽  
ulianus Hutabarat ◽  
Nelly Budiharti
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Effect Size ◽  
Performance Model ◽  
Partial Least Square ◽  
Least Square ◽  
Medium Effect ◽  
Actual Performance ◽  
The Relationship

Service quality is very closely related to customer satisfaction, the higher the quality of service provided, the higher the level of customer satisfaction obtained. The problem in this research is the presence of complaints from various customers of elevator maintenance service users which results in not achieving customer satisfaction. The purpose of this study is to find out what are the expectations needed by the customer to achieve customer satisfaction assisted by the PLS program.Questionnairedistributed the five objects of the research site then conducted the RSquare, Q-Square, F-Square and T-square tests to find out the relationship and influence between variables to customer satisfaction. In the R-Square test the relationship of variables in the model is 56.9% and 43.1% based on variables outside the actual performance model, the expected relationship between variables in the model is 72.7% and 27.3% comes from outside the model. Q-square test on the actual performance model of 32.7% and 52.85% on the expectation model. In the F-square test the actual performance of the biggest influence variable reliability of 0.277 on the expected influence of the reliability variable of 0.336 (large effect size) tangible 0.066 and responsiveness of 0.115 (medium effect size). In the TSquare test the actual performance variable reliability was 0,000 and the expected tangible variable was 0.037, reliability was 0,000, responsiveness was 0.003. After testing it can be seen that the company has not been able to provide the expected customer satisfaction.

scholarly journals THE INFLUENCE OF BRAND IMAGE AND SERVICE QUALITY ON CUSTOMER LOYALTY THROUGH CUSTOMER SATISFACTION IN. BOSOWA BERLIAN MOTORS IN THE CITY OF MAKASSAR

2020 ◽  
Vol 3 (4) ◽  
pp. 136-145
Author(s):  
Andi Nur Ichsan Alqadri ◽  
Abdul Rahman Kadir ◽  
Nuraeni Kadir
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Brand Image ◽  
Partial Least Square ◽  
Least Square ◽  
Business World ◽  
Pls Analysis ◽  
The City

Today the competition in the business world is getting tighter, this is indicated by the number of competing companies that have sprung up that are engaged in the same type of business in capturing the market so that consumers buy the products offered and try to keep their customers so as not to turn to the same product from different companies. This study aims to analyze the effect of Brand Image and service quality on customer satisfaction, Brand Image and service quality on customer loyalty, the effect of customer satisfaction on customer loyalty, the influence of brand image and service quality on customer loyalty through customer satisfaction at PT. Bosowa Berlian Motor in Makassar city. To implement these objectives, data collection techniques are used through observation, questionnaires and documentation, using the Partial Least Square (PLS) analysis method. The results of the study found that brand image and service quality had a positive and significant effect on customer satisfaction. Brand image and service quality have a positive and significant effect on customer loyalty. Customer satisfaction has a positive and significant effect on customer loyalty. Customer satisfaction can partially mediate between brand image and service quality on customer loyalty. It can be indicated that the better the quality of service, the more satisfied the customer will be, thus impacting customer loyalty.

scholarly journals Pengaruh Brand Experience dan Brand Image terhadap Brand Loyalty pada Pelanggan BonCabe di Jakarta: Customer Satisfaction debagai Variabel Mediasi

2021 ◽  
Vol 5 (1) ◽  
pp. 16
Author(s):  
Cindy Irawati
Keyword(s):  
Customer Satisfaction ◽  
Structural Equation Model ◽  
Brand Loyalty ◽  
Structural Equation ◽  
Brand Image ◽  
Equation Model ◽  
Partial Least Square ◽  
Least Square ◽  
Brand Experience ◽  
Positive Effect

The purpose of this study is to explore the effect of Brand Experience, Brand Image, Customer Satisfaction on Brand Loyalty for BonCabe customers in Jakarta. Variables used are Brand Experience, Brand Image, Customer Satisfaction, Brand Loyalty. This is a descriptive research that use non-probabilistic sampling method (240 data closed-questions questionnaires, 7 scale of Likert, compiled in 2019-2020 from BonCabe customers in Jakarta). The data analysis technique is using SEM (Structural Equation Model) methodology (using software: Partial Least Square 3) with α = 0,05. The results are: (1) a) brand experience and b) brand image has a significant and positive effect toward customer satisfaction of BonCabe in Jakarta. (2) a) brand experience and b) brand image has a significant and positive effect toward brand loyalty of BonCabe in Jakarta. (3) customer satisfaction has a significant and positive effect toward brand loyalty of BonCabe in Jakarta. (4) customer satisfaction could mediate a) brand experience and b) brand image so that they have significant and positive effect toward brand loyalty of BonCabe in Jakarta. Penelitian ini bertujuan untuk mengetahui pengaruh Brand Experience, Brand Image, Customer Satisfaction terhadap Brand Loyalty pada produk bernama BonCabe di wilayah Jakarta. Variabel yang digunakan adalah Brand Experience, Brand Image, Customer Satisfaction, Brand Loyalty. Data yang digunakan adalah data yang dikumpulkan di tahun 2019-2020. Teknik pengumpulan data menggunakan kuesioner tertutup 7 skala Likert, yang menggunakan metode SEM (Structural Equation Model) diolah menggunakan software PLS (Partial Least Square 3) dengan nilai α = 0,05. Hasil analisis menyimpulkan bahwa (1) Terdapat pengaruh a) brand experience dan b) brand image terhadap customer satisfaction BonCabe di Jakarta. (2) Terdapat pengaruh a) brand experience dan b) brand image terhadap brand loyalty BonCabe di Jakarta. (3) Terdapat pengaruh customer satisfaction terhadap brand loyalty BonCabe di Jakarta. (4) Terdapat customer satisfaction yang dapat memediasi pengaruh a) brand experience dan b) brand image terhadap brand loyalty BonCabe di Jakarta.

scholarly journals Faktor Yang Mempengaruhi Kepuasan dan Loyalitas Pengguna E-Channel pada Nasabah BSI KCP Ponorogo

2021 ◽  
Vol 1 (2) ◽  
pp. 146-157
Author(s):  
Maulida Nurhidayati ◽  
Novi Kurnia Cahyani
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Partial Least Square ◽  
Least Square ◽  
Electronic Channel ◽  
Electronic Channels ◽  
Pls Method ◽  
Customer Satisfaction And Loyalty

Technology that is growing rapidly penetrates all fields, including banking. Banking began to penetrate technology with the innovation of electronic channels or e-channels. Bank Syariah Indonesia KCP Ponorogo always strives to improve the ease and quality of service provided to increase customer satisfaction and loyalty. The results of interviews with customers showed that there are still customers who feel dissatisfied with e-channel provided by BSI and services that are still considered less than optimal which resulted in customers becoming dissatisfied and disloyal to BSI. This research aims to analyze the effect of ease and quality of service on customer satisfaction and loyalty and whether satisfaction can mediate the influence of ease and quality of service on customer loyalty. This research is a quantitative study with samples are BSI customers of e-channel users as many as 100 customers with sampling techniques are Incidental sampling. The data is collected by distributing questionnaires to a sample of 100 customers. The data is analyzed by the partial least square (PLS) method. The results showed that ease and quality of service affect customer satisfaction, ease has no effect on customer loyalty but the quality of service and customer satisfaction affect customer loyalty, In addition, customer satisfaction can mediate the influence of ease on customer loyalty and can mediate the influence of quality of service on customer loyalty. Based on these results, BSI can start improving the quality of existing services so that customer satisfaction and loyalty increase. In addition, there needs to be an easy guide to be followed by customers so that customers become active in using the e-channel facilities provided.Teknologi yang berkembang dengan pesat merambah semua bidang tidak terkecuali perbankan. Perbankan mulai merambah teknologi dengan adanya inovasi yaitu adanya electronic channel atau e-channel. Bank Syariah Indonesia KCP Ponorogo senantiasa berusaha meningkatkan kemudahan dan kualitas pelayanan yang diberikan untuk meningkatkan kepuasan dan loyalitas nasabah. Hasil wawancara dengan nasabah menunjukkan bahwa masih adanya nasabah yang merasa tidak puas dengan e-channel yang disediakan oleh BSI serta pelayanan yang masih dianggap kurang optimal hingga mengakibatkan nasabah menjadi tidak puas dan tidak loyal pada BSI. Penelitian ini bertujuan untuk menganalisis pengaruh kemudahan dan kualitas pelayanan terhadap kepuasan dan loyalitas nasabah serta apakah kepuasan mampu memediasi pengaruh kemudahan dan kualitas pelayanan terhadap loyalitas nasabah. Penelitian ini merupakan penelitian kuantitatif dengan sampel  nasabah BSI pengguna e-channel sebanyak 100 nasabah dengan teknik pengambilam sampel Insidental sampling. Data dikumpulkan dengan menyebarkan angket kepada sampel 100 nasabah. Data dianalisis dengan metode partial least square (PLS). Hasil penelitian menunjukkan bahwa kemudahan dan kualitas pelayanan berpengaruh pada kepuasan nasabah, kemudahan tidak berpengaruh pada loyalitas nasabah akan tetapi kualitas pelayanan dan kepuasan nasabah berpengaruh pada loyalitas nasabah, Selain itu, kepuasan nasabah mampu memediasi pengaruh kemudahan terhadap loyalitas nasabah serta mampu memediasi pengaruh kualitas pelayanan terhadap loyalitas nasabah. Berdasarkan hasil ini pihak BSI dapat mulai meningkatkan kualitas pelayanan yang telah ada agar kepuasan dan loyalitas nasabah semakin meningkat. Selain itu perlu adanya panduan yang mudah untuk diikuti oleh nasabah agar nasabah menjadi aktif dalam menggunakan fasilitas e-channel yang disediakan.

scholarly journals Pengaruh Kualitas Pelayanan terhadap Kepuasan Wisatawan serta Dampaknya terhadap Loyalitas : Studi di Ciater Spa Resort

2018 ◽  
Author(s):  
Rahmat Priyanto ◽  
Hary Hermawan
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Partial Least Square ◽  
Least Square ◽  
Visitor Satisfaction ◽  
The Relationship ◽  
Service Theory

The aim of this research is to know the influence of service quality to satisfaction and tourist loyality in Ciater Spa Resort. The method used in this research is descriptive verificative. Method analisis of this research is analisis path with software PLS. The results showed that the quality of service has no significant effect on loyalty, it means that service quality as exogenous variable requires intervening role (variable of satisfaction). Visitor satisfaction at Ciater Spa Resort has a significant effect on visitor loyalty. In addition, the relationship between the two research variables are positive, the increasing customer satisfaction will increase also loyalty, otherwise the decrease in visitor satisfaction will have an impact on the decrease in visitor loyalty. These findings have matched customer loyalty theory in marketing books. So that verifikatif research has been done successfully to verify the theory of loyalty in general. This article at once confirms a model of service theory as well as its relationship with satisfaction and loyalty, while minimizing the possibility of false loyalty so that this model can be used in the implementation of service management.Tujuan dari penelitian ini adalah untuk mengetahui pengaruh kualitas pelayanan terhadap kepuasan dan loyalitas wisatawan di Ciater Spa Resort. Penelitian ini berjenis deskriptif-verifikatif. Metode analisis yang digunakan adalah analisis jalur dengan alat bantu sofware Partial Least Square (PLS). Hasil penelitian menunjukan bahwa Kualitas pelayanan di Ciater Spa Resort tidak berpengaruh signifikan terhadap loyalitas, hal ini berarti bahwa kualitas pelayanan sebagai variabel eksogen membutuhkan peran intervening (variabel kepuasan). Sedangkan, kepuasan pengunjung di Ciater Spa Resort berpengaruh signifikan terhadap loyalitas pengunjung. Selain itu hubungan diantara kedua variabel penelitian tersebut adalah positif, maka semakin meningkatnya kepuasan pengunjung akan semakin meningkat pula loyalitasnya, sebaliknya semakin menurunya kepuasan pengunjung akan berdampak terhadap semakin menurunnya loyalitas pengunjung. Penemuan ini telah sesuai teori loyalitas pelanggan dalam buku-buku pemasaran. Sehingga penelitian verifikatif yang telah dilakukan berhasil memverivikasi teori loyalitas secara umum. Artikel ini sekaligus menegaskan sebuah model teori pelayanan serta hubunganya dengan kepuasan dan loyalitas, sekaligus mampu meminimalisir adanya kemungkinan loyalitas semu sehingga model ini dapat dipakai dalam implementasi manajemen pelayanan.

PENTINGNYA BRAND COMMUNICATION, BRAND EXPERIENCE, DAN BRAND IMAGE DALAM MENINGKATKAN BRAND LOYALTY PADA RITEL FURNITUR: BRAND TRUST SEBAGAI VARIABEL MEDIASI

2021 ◽  
Vol 26 (3) ◽  
pp. 264-277
Author(s):  
Yohanes Nuhadriel ◽  
Meilia Japiana ◽  
Keni
Keyword(s):  
Brand Loyalty ◽  
Structural Equation ◽  
Brand Image ◽  
Partial Least Square ◽  
Least Square ◽  
Brand Experience ◽  
Brand Trust ◽  
Brand Communication ◽  
Equation Modelling ◽  
Convenience Sampling

Tujuan penelitian ini untuk menguji secara empiris pengaruh langsung brand communication, brand experience, dan brand image terhadap brand loyalty serta pengaruh tidak langsung melalui brand trust. Sampel dikumpulkan melalui metode non-probability sampling dengan teknik convenience sampling kepada 78 responden pelanggan ritel furnitur di Jakarta yang dilaksanakan pada April 2021. Pengujian hipotesis penelitian dilakukan dengan Partial Least Square–Structural Equation Modelling (PLS- SEM). Hasil penelitian ini menunjukkan bahwa brand communication, brand experience, dan brand image tidak berpengaruh signifikan terhadap brand loyalty. Brand trust berpengaruh secara signifikan terhadap brand loyalty. brand communication tidak berpengaruh secara signifikan terhadap brand trust, sedangkan brand experience dan brand image berpengaruh secara signifikan terhadap brand trust. Terakhir, brand trust tidak mampu memediasi brand communication terhadap brand loyalty, namun brand trust dapat memediasi pengaruh brand experience dan brand image terhadap brand loyalty.

scholarly journals The Effect of Country of Origin, Perceived Quality, And Brand Image on the Purchase Intention of Etude House Cosmetics

2019 ◽  
Vol 7 (2) ◽  
pp. 36
Author(s):  
Cindy Lestari Lie ◽  
Innocentius Bernarto
Keyword(s):  
Purchase Intention ◽  
Structural Equation ◽  
Brand Image ◽  
Country Of Origin ◽  
Perceived Quality ◽  
Partial Least Square ◽  
Least Square ◽  
Equation Modeling ◽  
Positive Effects

The many interests of Indonesians for imported cosmetics have invited many foreign companies to enter the Indonesian market, including one of the leading cosmetic brands from South Korea, Etude House. The purpose of this research is to analyse and test the positive effects of country of origin, perceived quality, and brand image on the purchase intention of Etude House cosmetics. Based on the purpose of the research, the proposed hypotheses are: (1) The country of origin of a product affects positively on the purchase intention of a consumer, (2) The perceived quality of a product affects positively on the purchase intention of a consumer, and (3) The brand image of a product affects positively on the purchase intention of a consumer. The sample consists of Etude House consumers in Indonesia who are students of the University of Pelita Harapan, with a total of 146 respondents. The sampling technique used in the research is Convenience sampling method. The statistical analysis is applied by the approach of Partial Least Square – Structural Equation Modeling (PLS-SEM) method, with the program SmartPLS. The end result of this research has shown that (1) The country of origin of a product does not affect positively on purchase intention, (2) The perceived quality of a product has a positive and the most significant effect on purchase intention, and (3) The brand image of a product also has a positive and significant effect on purchase intention.

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