scholarly journals E-WALLET SERVICE INNOVATION, SERVICE DELIVERY, AND CUSTOMER SATISFACTION ON CUSTOMER LOYALTY WITHIN SHOPEEPAY IN INDONESIA

2021 ◽  
Vol 13 (1) ◽  
pp. 23-46
Author(s):  
Devona Valencia ◽  
Chrisanty Victoria Layman
Keyword(s):  
Data Collection ◽  
Customer Satisfaction ◽  
Service Delivery ◽  
Customer Loyalty ◽  
Quantitative Method ◽  
Service Providers ◽  
Service Innovation ◽  
Questionnaire Data ◽  
Competitive Industry ◽  
Data Collection Technique

Abstract- Indonesia's fast-growing digital payment industry is encouraging the emergence of new players. In a highly competitive industry and accompanied by COVID-19, e-wallet service providers compete to attract consumers and seller partners to use their services. This study aims to examine the effect of service innovation (SI), service delivery (SD), and customer satisfaction (CS) on customer loyalty (CL) of ShopeePay e-wallet users in Indonesia, especially during the COVID-19 outbreak. This study uses a quantitative method with non-probability sampling, namely judgment sampling, in which respondents are users of ShopeePay e-wallet service in Indonesia. Samples analyzed was 303 respondents with questionnaire data collection technique. The results shows that SI and SD mediated by CS, and CS itself has a positive and significant effect on CL of ShopeePay users in Indonesia. These findings indicate that ShopeePay Indonesia needs to develop SI and SD that meets customer needs and expectations to achieve CL. Keywords: Delivery; Indonesian e-wallet; Innovation; Loyalty; Satisfaction

scholarly journals Assessing the Impact of Service Quality on Customers and Operators: Empirical Study

2016 ◽  
Vol 11 (9) ◽  
pp. 207
Author(s):  
Mohammad Sultan Ahmad Ansari ◽  
Jamal Ahmad Farooquie ◽  
Said Gattoufi
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Service Delivery ◽  
Customer Loyalty ◽  
Service Providers ◽  
Operational Performance ◽  
Service Delivery System ◽  
Telecom Service ◽  
The Impact ◽  
Original Equipment Manufacturers

The aim of this paper is to evaluate the impact of Service Quality on Customer Satisfaction, Customer Loyalty and Operational Performance of telecom service industry in Sultanate of Oman. It also investigate how technology adds value to service delivery system and improvement of Service Quality. The empirical data were collected by administering 1,450 questionnaires and out of which 888 completed and usable responses were retrieved. The study is first of kind that evaluated well-established chain of service i.e. services provided by Original Equipment Manufacturers to Telecom Service Providers and further service provided by the Telecom Service Providers to the End Users. The feedback was taken on forward and backward chain to evaluate comprehensive service chain, instead of evaluating an individual chain i.e. Service provided by Original Equipment Manufacturers to Telecom Service Providers or vice versa or from Telecom Service Providers to the End Users. Questionnaires feedback was taken from comprehensive chain of services, i.e. forward and backward chain feedback was considered. Research findings suggest that technological support would improve service delivery system and service organizations shall put special emphasize on Service Quality for achieving critical success, which would improve overall Customer Satisfaction, Customer Loyalty, Operational Performance and Firm Profitability.

scholarly journals DRIVERS, INHIBITORS AND IMPLICATIONS OF EFFECTIVE COMPLAINT MANAGEMENT AMONG HEALTHCARE INSTITUTION IN AN EMERGING ECONOMY: A CASE OF THE UNIVERSITY OF GHANA HOSPITAL.

2021 ◽  
Vol 1 (2) ◽  
pp. 1-18
Author(s):  
Joseph Acheampong ◽  
Kwame Domfeh
Keyword(s):  
Customer Satisfaction ◽  
Service Delivery ◽  
Leadership Style ◽  
Customer Loyalty ◽  
Healthcare Service ◽  
Qualitative Methodology ◽  
Service Providers ◽  
Customer Retention ◽  
Structured Interviews ◽  
Complaint Management

Purpose: Complaint Management (CM) is significant in improving the quality of healthcare service delivery. There is a dearth of knowledge regarding CM in healthcare service in Ghana. This paper aims at exploring the drivers, inhibitors, implications and influence of leadership on effective CM in healthcare service delivery. Methodology: A qualitative methodology was used. Data were collected through in-depth semi-structured interviews with 20 purposively selected informants. Data were transcribed and analysed thematically. Findings: The evidence suggests that there are some notable drivers, inhibitors, and implications of CM in healthcare service delivery. The study found that customer complaint, customer satisfaction, customer feedback, customer loyalty, customer retention, quality assurance, competitive advantage, compensation, culture, and speedy recovery are the drivers to effective CM in healthcare service delivery. However, regarding the factors that inhibit effective CM in healthcare service delivery, the study found insufficient skilled personnel, inadequate technology, lack of infrastructure, inadequate resources/funds and lack of oversight responsibility or control, lack of accountability, unresponsiveness, and unacceptance of mistakes/complaint. The study provides insight that effective CM has significant implications on customer satisfaction, customer loyalty, customer retention/commitment, institutional reputation/image, organisational performance, profitability, and good staff attitude. The results of the research corroborate the perception that leadership style influences the effectiveness of CM in healthcare service delivery. Recommendation: The study strongly recommend the establishment of CM department with the requisite logistics and accessories to promote effective handling of complaint. Additionally, it endorses training programmes on building strategies to enhance effective CM which will go a long way toward allowing service providers to form strong emotional bonds with their patients. The focus of such a program should be on instilling in frontline staff who deal with disgruntled/dissatisfied customers the necessity of adopting the study's findings into their complaint handling process.

scholarly journals Analisis Penangan Keluahan Terhadap Loyalitas Nasabah pada PT. BPRS Seprovinsi Lampung

2020 ◽  
Vol 16 (1) ◽  
pp. 1-6
Author(s):  
Ditta Nur Hidayanti
Keyword(s):  
Data Analysis ◽  
Linear Regression ◽  
Data Collection ◽  
Customer Loyalty ◽  
Mobile Banking ◽  
Questionnaire Data ◽  
Simple Linear Regression ◽  
Data Collection Tool ◽  
Purposive Sampling ◽  
Data Collection Technique

The purpose of this research is to find and analyze the handling of complaints against customer loyalty at PT. SRBs in the Province of Lampung. This research is a quantitative study with a questionnaire data collection tool that is distributed to customers of PT. SRBs in the Province of Lampung. The sample used in this study was 100 customers, with a purposive sampling data collection technique. Analysis of the data used in this study is a simple linear regression data analysis. The results found that the handling of complaints can affect customer loyalty of PT. SRBs in the Province of Lampung. The magnitude of the effect of handling complaints on loyalty is 49.3%. Therefore to maintain customer loyalty PT. BPRS in Lampung Province can make various options such as improving service quality, increasing satisfaction, perceived value, E-Servqual and using mobile banking.Tujuan dilakukannya penelitian ini adalah untuk menemukan dan menganalisa penanganan keluhan terhadap loyalitas nasabah pada PT. BPRS sePropinsi Lampung. Penelitian yang dilakukan ini merupakan penelitian kuantitatif dengan alat pengumpulan data angket yang disebarkan kepada nasabah PT. BPRS sePropinsi Lampung. Sampel yang digunakan dalam penelitian ini adalah 100 orang nasabah, dengan teknik pengumpulan data purposive sampling. Analisis data yang digunakan dalam penelitian ini adalah analisis data regresi linier sederhana. Hasil penelitian menemukan bahwa penanganan keluhan dapat mempengaruhi loyalitas nasabah PT. BPRS sePropinsi Lampung. Besarnya pengaruh penanganan keluhan terhadap loyalitas adalah 49.3%. Oleh sebab itu untuk mempertahankan loyalitas nasabah PT. BPRS sePropinsi Lampung dapat melakukan berbagai opsi seperti peningkatan kualitas layanan, meningkatkan kepuasan, persepsi nilai, E-Servqual dan penggunaan mobile banking. 

scholarly journals PENGARUH KEPUASAN PELANGGAN, BRAND IMAGE, DAN KEPERCAYAAN PELANGGAN TERHADAP LOYALITAS PELANGGAN PADA MEMBERCARD

2020 ◽  
pp. 19-28
Author(s):  
Dwi Apriliani ◽  
Nikmah Baqiyyatus S ◽  
Rizka Febila ◽  
Vicky F. Sanjaya
Keyword(s):  
Data Collection ◽  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Research Method ◽  
Brand Image ◽  
Sampling Technique ◽  
Questionnaire Data ◽  
Validity And Reliability ◽  
Insignificant Effect ◽  
Customer Trust

This research was conducted to determine the effect of satisfaction, brand image and trust on customer loyalty at member cards. This research method uses questionnaire data collection techniques with the respondent data of 100 people. The process of distributing questionnaires to respondents was carried out online and publicly. This type of research sampling technique used in this study is purposive sampling. Meanwhile, to test the data using validity and reliability tests. In testing the validity using the validity of the construction. This research was analyzed with the help of the smart PLS program. The results of the analysis obtained show that the customer satisfaction variable has a positive and significant effect on customer loyalty at member cards. Meanwhile, brand image has a negative and insignificant effect on customer loyalty to member cards and the variable customer trust also has a negative and insignificant effect on customer loyalty to member cards.

scholarly journals PENGARUH KEPUASAN PELANGGAN, BRAND IMAGE, DAN KEPERCAYAAN PELANGGAN TERHADAP LOYALITAS PELANGGAN PADA MEMBERCARD

2020 ◽  
Vol 1 (1) ◽  
pp. 20-30
Author(s):  
Dwi Apriliani ◽  
Nikmah Baqiyyatus S ◽  
Rizka Febila ◽  
Vicky F. Sanjaya
Keyword(s):  
Data Collection ◽  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Research Method ◽  
Brand Image ◽  
Sampling Technique ◽  
Questionnaire Data ◽  
Validity And Reliability ◽  
Insignificant Effect ◽  
Customer Trust

This research was conducted to determine the effect of satisfaction, brand image and trust on customer loyalty at member cards. This research method uses questionnaire data collection techniques with the respondent data of 100 people. The process of distributing questionnaires to respondents was carried out online and publicly. This type of research sampling technique used in this study is purposive sampling. Meanwhile, to test the data using validity and reliability tests. In testing the validity using the validity of the construction. This research was analyzed with the help of the smart PLS program. The results of the analysis obtained show that the customer satisfaction variable has a positive and significant effect on customer loyalty at member cards. Meanwhile, brand image has a negative and insignificant effect on customer loyalty to member cards and the variable customer trust also has a negative and insignificant effect on customer loyalty to member cards.

Pengaruh Kualitas Pelayanan Terhadap Kepuasan Nasabah dan Loyalitas Nasabah Tabungan Britama Pada PT. Bank Rakyat Indonesia (Persero) Tbk Cabang Samarinda

2020 ◽  
Vol 8 (3) ◽  
pp. 199
Author(s):  
Poppy Alvianolita Sanistasya
Keyword(s):  
Data Collection ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Path Analysis ◽  
Customer Loyalty ◽  
Significant Influence ◽  
Data Collection Methods ◽  
Savings Accounts ◽  
Collection Methods

This study aims to determine: (1) the effect of service quality on customer loyalty; (2) the effect of service quality on customer loyalty; (3) the effect of satisfaction on customer loyalty. The type of research (explanatory effect). Samples of 110 respondents of savings accounts in BRI branch Samarinda. This study uses survey methode and data collection methods using questionnaires. Analysis of data used path analysis. Results of the path analysis can be seen that: (1) service quality variable have a significant effect on customer satisfaction variable; (2) service quality variable have a significant influence on customer loyalty variable; (3) customer satisfaction variable do not have a significant effect on customer loyalty variable.

Electronic Customer Relationship Management (E-CRM) and Customer Loyalty

2022 ◽  
Vol 18 (1) ◽  
pp. 0-0
Keyword(s):  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Service Providers ◽  
Positive Impact ◽  
Equation Model ◽  
Mediating Effect ◽  
Customer Relationship ◽  
The Impact ◽  
The Relationship

This study examined the impact of E-CRM on customer loyalty with the mediating effect of customer satisfaction in the banking industry. Customer satisfaction is important for loyalty because when the customers are satisfied with the services offered by their service providers, the relationship gets stronger which further leads to positive word-of-mouth. The data was collected using purposive sampling from 836 banks’ customers who were using E-CRM services and the data was analyzed using structural equation model (SEM) through AMOS. The results revealed that E-CRM and customer satisfaction had a significant positive impact on customer loyalty and also customer satisfaction partially mediated the relationship between E-CRM and customer loyalty. This study would offer useful acumen to both academicians and marketers and would help the bank managers to improve the quality of the services provided to their customers.

scholarly journals Customer Satisfaction and Customer Loyalty: Leading Super Markets in Jaffna District, Sri Lanka

2017 ◽  
Vol 8 (2) ◽  
pp. 67
Author(s):  
Kumaradeepan V. ◽  
Pathmini, M G S
Keyword(s):  
Social Sciences ◽  
Regression Analysis ◽  
Sri Lanka ◽  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Random Sampling ◽  
Quantitative Method ◽  
Sampling Technique ◽  
Primary Data ◽  
The Impact

The topic of the research is Customer Satisfaction (CS) and Customer Loyalty (CL); special reference to the leading supermarkets in Jaffna. The objective of the research is to identify the impact of Customer Satisfaction on Customer Loyalty of leading Supermarkets in Jaffna, Sri Lanka. The research is simply deductive approach to find out the impact between Customer satisfaction and Customer loyalty. Quantitative method is available based on primary data. At present there are 08 numbers of supermarkets functioning in Jaffna district and popular three were selected. Random sampling technique is used to collect the data from customers of supermarkets in selected area. The analysis is carried out using a sample of 240 customers in Jaffna and only 218 were taken to analyze. ‘Statistical Package for Social Sciences’ (SPSS) 22.0 version was used in order to analyze the data. Correlation was used to find the connection between Customer Satisfaction and Customer Loyalty. Also Regression analysis is used to predict the value of a variable based on the value of two or more other variables. Also found that about 40 percent connection between Customer Satisfaction and Customer Loyalty and also found around 16% affect by Customer satisfaction to Customer loyalty.

scholarly journals PENGARUH CAPITAL ADEQUACY DAN LOAN TO DEPOSIT RATIO TERHADAP RETURN ON ASSET: STUDI PADA BANK BPR DI INDONESIA

2019 ◽  
Vol 5 (3) ◽  
Author(s):  
Sri Suriyani ◽  
Grahita Chandrarin ◽  
Junianto Tjahyo Darsono
Keyword(s):  
Data Collection ◽  
Quantitative Method ◽  
Performance Indicator ◽  
Capital Adequacy ◽  
Bank Performance ◽  
Capital Adequacy Ratio ◽  
Data Collection Technique

Profitability is bank performance indicator that effort in certain time. Profitability is known by Return On Asset (ROA). Return On Asset (ROA) is influenced by   Capital Adequacy Ratio (CAR) and Loan to Deposit Ratio (LDR). To improve  the influence Capital Adequacy Ratio (CAR) and Loan to Deposit Ratio (LDR) need the research. This research uses quantitative method. The population is all the BPR in  Indonesia. The population are consist of 100 BPR. Technique of sampling is used census. This research sample is 100 BPR. The data collection technique is questioner. Data is analyzed by linear regression.The results of this research shows that Capital Adequacy Ratio (CAR) and Loan to Deposit Ratio (LDR) have influence significantly to the Return On Asset (ROA). Capital Adequacy Ratio (CAR) has not influence significantly to the Return On Asset (ROA). Loan to Deposit Ratio (LDR) have influence significantly to the Return On Asset (ROA).Loan to Deposit Ratio (LDR) is more dominant variable than Capital Adequacy Ratio (CAR) influences Return On Asset (ROA). So may the bank need to improve the Capital Adequacy Ratio (CAR) and Loan to Deposit Ratio (LDR) because these variables have influence significantly to Return On Asset (ROA).

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