scholarly journals INCREASING THE VISITS AND RETAINING E-LOYALTY TOWARDS WEBSITE

2020 ◽  
Vol 2 (2) ◽  
pp. 291-301
Author(s):  
Elsa Candra Diana ◽  
Dipa Mulia
Keyword(s):  
Customer Satisfaction ◽  
Significant Influence ◽  
Structural Equation ◽  
Switching Cost ◽  
Research Data ◽  
Test Method ◽  
Equation Modeling ◽  
Interface Quality ◽  
Customer Interface ◽  
Influential Variable

The growth of users and transactions through e-commerce create its own phenomenon of fluctuating visits on website. Its was valuation regarding how often the website being visited or attracts that attention from visitors. This could be measured by examining those influences from customer interface quality, customer satisfaction and switching cost towards E- loyalty on the use of e-commerce website. Research data obtained through a questionnaire that distributed to 150 respondents by Structural Equation Modeling test method of IBM SPSS AMOS 22. All Results show that Customer Interface Quality has capable to provide positive and significant impact towards e-loyalty, as well as Customer Satisfaction which partially or as a mediate variable for Quality Customer Interface that also signs positive and significant influence over it. From these result tells that Switching Cost does not had significant influence or either partially as a mediator to e-loyalty. Customer Satisfaction is most influential variable to e-loyalty on website visits.

FEATURE,NILAI, KEPUASAN DAN LOYALITAS PELANGAN

2017 ◽  
Vol 2 (1) ◽  
pp. 45-52
Author(s):  
Iha Haryani Hatta
Keyword(s):  
Structural Equation Modeling ◽  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Significant Influence ◽  
Customer Value ◽  
Structural Equation ◽  
Equation Modeling ◽  
Relationship Of ◽  
The Relationship ◽  
Customer Satisfaction And Loyalty

The aim of this study was to determine the relationship of the features of the value, satisfaction, and customer loyalty; the effect on the value of customer satisfaction and loyalty; influence of satisfaction on customer loyalty. A total of 200 merchant PT. BANK XYZ as respondents was selected randomly. Analyses were performed using structural equation modeling (SEM). The analysis showed that the feature has a significant influence on customer value, but not for customer satisfaction and loyalty. The values has a significant influence on satisfaction, but not on customer loyalty. Satisfaction has a significant influence on customer loyalty. Discussion and conclusions described in the article. Keywords: features of the value, satisfaction, customer loyalty

scholarly journals Pengaruh Bauran Pemasaran Jasa Terhadap Keputusan Pembelian Dan Kepuasan Pelanggan Kedai Kopi Kimteng di Pekanbaru

2020 ◽  
Vol 4 (1) ◽  
pp. 10-24
Author(s):  
Adhi Nurcahyo Achmad ◽  
Samsir Samsir ◽  
Yulia Efni
Keyword(s):  
Customer Satisfaction ◽  
Significant Influence ◽  
Structural Equation ◽  
Sampling Technique ◽  
Simple Random Sampling ◽  
Marketing Mix ◽  
Equation Modeling ◽  
Purchasing Decisions ◽  
Coffee Shop ◽  
Modeling Analysis

This study aims to see and determine the direct effect of the marketing mix on purchasing decisions and customer satisfaction. Research site at the Kimteng coffee shop Pekanbaru. The population in this study were all customers who made repeat purchases at the Kimteng coffee shop Pekanbaru. The sampling technique used was non-probability sampling using the simple random sampling method, because the sampling of members from the population was done randomly without paying attention to the strata in the population. Determining the number of samples 5 times the number of variable indicators as many as 30 are used. Thus, the number of samples to be studied in this study was 150 people. In this study, researchers will use SEM (Structural Equation Modeling) analysis. The results of this study indicate that there is a positive and significant influence between the marketing mix on purchasing decisions and there is a positive and significant influence between the marketing mix and purchasing decisions on customer satisfaction. Purchasing decisions are able to positively and significantly mediate between marketing strategies and customer satisfaction.

scholarly journals Determinan Kepuasan, Kepercayaan dan Loyalitas Pelanggan UKM Sasirangan Melalui Media Sosial Instagram (Studi Pada Pelanggan yang merupakan Followers/Pengikut Kasasiur_Banjar )

2021 ◽  
Vol 5 (1) ◽  
pp. 14-30
Author(s):  
Rizki Adhani ◽  
RR Yulianti Prihatiningrum
Keyword(s):  
User Interface ◽  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Information Quality ◽  
Equation Modeling ◽  
Significant Positive Effect ◽  
Interface Quality ◽  
Customer Trust ◽  
Positive Effect

This study aims to analyze the influence of User Interface Quality (X1), Information Quality (X2), Privacy Perception (X3) and Price (X4) on Satisfaction (Y1), analyze the influence of User Interface Quality (X1), Information Quality (X2), Privacy Perception (X3) and Satisfaction (Y1) on Trust (Y2) and analyze the influence of Satisfaction (Y1) and Trust (Y2) on Customer Loyalty (Y3).This research is a quantitative study using a survey approach. This research method uses a questionnaire with 150 respondents who are Instagram followers with kasasiur_banjar accounts. In this study using the Non Probability Sampling technique by purposive sampling. Measurement of variables using a Likert scale technique with a scale of weights from 1 to 5. To determine the effect of the studied variables Structural Equation Modeling (SEM) analysis tools are used.The results of the study concluded that User Interface quality has a significant positive effect on customer satisfaction. User Interface quality has a significant positive effect on customer trust. Information quality has a significant positive effect on customer satisfaction. The quality of information t has a significant positive effect on customer trust. Privacy perception has a significant positive effect on customer satisfaction. Privacy perception has a significant positive effect on customer trust. Price has a significant positive effect on customer satisfaction. Customer satisfaction has a significant positive effect on trust. Customer satisfaction has a significant positive effect on customer loyalty. Customer trust has a significant positive effect on customer loyalty. 

Brand’s Cool Dimension Effect on Customer Satisfaction and Its Implication to Visual E-WoM

2020 ◽  
Vol 6 (2) ◽  
pp. 81-86
Author(s):  
Trihadi Pudiawan Erhan ◽  
Purnamaningsih Purnamaningsih ◽  
Nosica Rizkalla
Keyword(s):  
Social Media ◽  
Structural Equation Modeling ◽  
Customer Satisfaction ◽  
Significant Influence ◽  
Structural Equation ◽  
Word Of Mouth ◽  
Primary Source ◽  
The Other ◽  
Equation Modeling ◽  
Source Of Information

As Word of Mouth (WOM) progress as one of the most potent marketing instruments, millennials are a vital contributor to the growth of eWOM. Considering how powerful eWOM is and the significance of millennials as the generation that derives the transformation of eWOM as the primary source of information for the customer, it is important to know the variables that drive millennial customers desire to provide information about product and service through their own social media account. This study then employed structural equation modeling to analyze the data. This study finds that out of the two, cool factors only hedonic cool is proven to have a positive and significant influence on customer satisfaction. The other finding is that active Visual eWOM activity of customer are positively influenced by customer satisfaction.

Integrative Model of the Implementation of e-WOM, Destination Image and Intention to Behave

2018 ◽  
Vol 9 (4) ◽  
pp. 841
Author(s):  
Naili FARIDA
Keyword(s):  
Structural Equation Modeling ◽  
Customer Satisfaction ◽  
Significant Influence ◽  
Structural Equation ◽  
Destination Image ◽  
Integrative Model ◽  
Equation Modeling ◽  
Central Java ◽  
Water Spring

Abstract This study aims to examine: the influence of e-WOM and perceptions of quality on customer satisfaction and the effect of customer satisfaction and the image of the destinations on the intention to behave. The sample was 150 tourists visiting Sidomukti water spring in Bandungan Semarang Central Java Indonesia. Analysis of this study uses Structural Equation Modeling and PLS software to process the data. The results showed that: (1) e-WOM and perceptions of quality have a positive and significant influence on customer satisfaction, (2) Customer satisfaction has a positive and significant impact on the intention to behave, and (3) image of the destination has a positive and significant impact on the intention to behave.

scholarly journals PENGARUH KUALITAS LAYANAN DAN PENANGANAN KELUHAN TERHADAP KEPUASAN DAN LOYALITAS NASABAH BANK UMUM SYARIAH DI SURABAYA

2018 ◽  
Vol 15 (2) ◽  
pp. 210-231
Author(s):  
Anindhyta Budiarti
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Significant Influence ◽  
Structural Equation ◽  
Equation Modeling ◽  
Islamic Banks ◽  
Banking Business

In the service industry is not only a problem in the quality of service only, other issues that need to be considered is how the handling of complaints from users. Of the complaints handling problems can be used as a measure of quality products and services offered. Thus expected to create satisfaction as well as create user loyalty. Similarly, in the banking business after the economic crisis that occurred in 1997. Banking business demanded proactive to enhance service quality and also in the handling of complaints to the customer who is expected to increase customer satisfactionand loyalty. The purpose of this study is Proving and analyze (1) the influence of service quality on customer satisfaction, (2) the influence of the handling of complaints against customer satisfaction, (3) the influence of customer satisfaction on customer loyalty, (4) the influence of service quality on customer loyalty and (5) influence the handling of complaints against customer loyalty Islamic banks in Surabaya. This research was conducted on Islamic banks in Surabaya. This type of research used in this research is the kind of explanatory research. Respondents in this study are customers of Islamic banks in Surabaya. The number of respondents who researched as much as 150 respondents. The analytical tool used in this study is structural equation modeling (SEM). The analysis showed that service quality has a significant influence on satisfaction. Handling complaints have a significant impact on customer satisfaction. Satisfaction has a significant influence on customer loyalty. Service quality has a significant effect on loyalty. Handling complaints have a significant impact on customer loyalty. Customer satisfaction can be improved by improving the quality of service and complaint handling.

Service Quality and Consumer Satisfaction and Loyalty Association Moderated by Switching Cost in Hospitality Industry

2015 ◽  
Vol 8 (1) ◽  
Author(s):  
Anahita Naderian ◽  
Rohaizat Baharun
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Consumer Satisfaction ◽  
Structural Equation ◽  
Hospitality Industry ◽  
Reliability And Validity ◽  
Switching Cost ◽  
Equation Modeling ◽  
Travel And Tourism

Booming travel and tourism trade cause a tremendous growth in hotel industry in Malaysia. This industry will continue to promote country and other businesses in a good way. Therefore, the evaluation of customers perception, satisfaction and loyalty in hospitality industry has been major of attention in marketing strategies. This research aims to evaluate customer loyalty at in-house restaurant hotels in Malaysia. To achieve this goal, this research takes two steps to better understand the role and influence of each constructs, (1) Examines customer satisfaction by considering the effect of service quality antecedents on customer satisfaction. (2) Investigates the association between customer satisfaction and loyalty by identifying the moderating role of switching cost in satisfaction-loyalty relationship. The data is collected through self-administrated questionnaire from hotels in two states of Malaysia from 200 customers who have been served at in-house restaurant of those hotels since last three months. Structural Equation Modeling (SEM) is used to analyze the reliability and validity of data and the hypothesized relationships in the proposed research model.

scholarly journals PENGARUH REWARD ATTRACTIVENESS, KNOWLEDGE BENEFIT, REQUIRED EFFORT, GROUP BELONGINGNESS DAN DISCLOSURE COMFORT TERHADAP EXPERIENTIAL BENEFIT CUSTOMER SATISFACTION DAN CUSTOMER LOYALTY

MANAJERIAL ◽  
2019 ◽  
Vol 6 (01) ◽  
pp. 67
Author(s):  
Wenti Krisnawati
Keyword(s):  
Structural Equation Modeling ◽  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Significant Influence ◽  
Structural Equation ◽  
Equation Modeling ◽  
Coffee Shop ◽  
Analysis Technique ◽  
Group Belongingness

Purpose from this study was to determine the effect of attractiveness reward on experiential benefit, knowledge benefit on experiential benefit, required effort on experiential benefits, group belongingness to customer satisfaction, disclosure closure to customer satisfaction, group belongingness to customer loyalty, disclosure comfort to customer loyalty, experiential benefits to customer satisfaction and customer satisfaction to customer loyalty. The population used in this study is all Excelso customers who have amember card coffee shop Excelso. The number of samples in this study were 178 respondents. The analysis technique used is Structural Equation Modeling (SEM) using the AMOS 16.0 program. The results showed a significant influence between variable reward attractiveness on experiential benefit, knowledge benefit on experiential benefit, required effort on experiential benefits, group belongingness to customer satisfaction, disclosure closure on customer satisfaction, experiential benefits for customer satisfaction, and customer satisfaction for customer loyalty. Whereas variables that have no effect between variables group belongingness to customer loyalty and disclosure comfort to customer loyalty due to loyalty are influenced by satisfaction. Customers will be loyal when they are satisfied with the products or services offered by the company.

PENGARUH KUALITAS JASA PELAYANAN TERHADAP KEPUASAN PELANGGAN

2016 ◽  
Vol 6 (2) ◽  
pp. 32
Author(s):  
Aryo Wibisono ◽  
Syahril ,
Keyword(s):  
Structural Equation Modeling ◽  
Customer Satisfaction ◽  
Significant Influence ◽  
Structural Equation ◽  
Gap Analysis ◽  
Service Providers ◽  
Equation Modeling ◽  
Transport Service ◽  
Transportation Service ◽  
The Difference

PT. Indonesia Railways is an enterprise transportation service provider, where the modes of transportation are often used by consumers to travel long distances, and the price of transport service providers are not too different, then they (the companies) should be thinking how to grab share of existing market, so that the company will make profits. Therefore companies must compete on service providers to satisfy customers. Therefore there is need for research that is applied by using SEM methods (Structural Equation Modeling) in view of the customer and more towards the GAP analysis of the difference between reality and the difference is desired by consumers. With this then, can provide input to the company to consider the factors that correlate to customer satisfaction, so that the company's strategy in the form of customer satisfaction is more focused and effective. The results showed that the variables have a significant influence on complaint of customer satisfaction trains, and there was a GAP between reality and expectations of customers, so customers do not feel satisfied with the services already provided from these transport service. Keywords: Customer satisfaction, SEM (structural equation modeling), GAP Analysis.

scholarly journals PENGARUH KUALITAS LAYANAN DAN PENANGANAN KELUHAN TERHADAP KEPUASAN DAN LOYALITAS NASABAH BANK UMUM SYARIAH DI SURABAYA

2017 ◽  
Vol 15 (2) ◽  
pp. 210
Author(s):  
Anindhyta Budiarti
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Significant Influence ◽  
Structural Equation ◽  
Equation Modeling ◽  
Islamic Banks ◽  
Banking Business

In the service industry is not only a problem in the quality of service only, other issues that need to be considered is how the handling of complaints from users. Of the complaints handling problems can be used as a measure of quality products and services offered. Thus expected to create satisfaction as well as create user loyalty. Similarly, in the banking business after the economic crisis that occurred in 1997. Banking business demanded proactive to enhance service quality and also in the handling of complaints to the customer who is expected to increase customer satisfactionand loyalty. The purpose of this study is Proving and analyze (1) the influence of service quality on customer satisfaction, (2) the influence of the handling of complaints against customer satisfaction, (3) the influence of customer satisfaction on customer loyalty, (4) the influence of service quality on customer loyalty and (5) influence the handling of complaints against customer loyalty Islamic banks in Surabaya. This research was conducted on Islamic banks in Surabaya. This type of research used in this research is the kind of explanatory research. Respondents in this study are customers of Islamic banks in Surabaya. The number of respondents who researched as much as 150 respondents. The analytical tool used in this study is structural equation modeling (SEM). The analysis showed that service quality has a significant influence on satisfaction. Handling complaints have a significant impact on customer satisfaction. Satisfaction has a significant influence on customer loyalty. Service quality has a significant effect on loyalty. Handling complaints have a significant impact on customer loyalty. Customer satisfaction can be improved by improving the quality of service and complaint handling.

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