scholarly journals The Mediating Role of Satisfaction in the Relationship between Service Quality and Loyalty: Case Study in PT Asuransi XYZ Indonesia.

2020 ◽  
Vol 4 (1) ◽  
pp. 46-55
Author(s):  
Roby Nurismartian ◽  
Prof. Ir. Hendra Michael Roy Sembel, MBA., Ph.D., CSA
Keyword(s):  
Service Quality ◽  
Structural Equation ◽  
Positive Impact ◽  
Partial Least Square ◽  
Least Square ◽  
Equation Modeling ◽  
Significant Variable ◽  
Insurance Company ◽  
Mediating Role ◽  
The Relationship

The objective of this study is to analyze the relationship of service quality on agents’ satisfaction, service quality on agents’ loyalty, and satisfaction on loyalty when they used the insurance portal XYZNet as a digital tools provided by PT Asuransi XYZ Indonesia for their agents’ to increase market share in retail business in Indonesia. Where the portal was facing the challenge of the low number of usage. This study used a quantitative approach, involved 100 respondents which have minimum five times using this portal as samples. The analysis technique used in this study is Partial Least Square (PLS) Structural Equation Modeling (SEM), with the help of SmartPLS version 3.2.8 software. The results indicated that service quality positively influenced agents’ satisfaction, satisfaction also positively influenced agents’ loyalty. However service quality did not significantly influenced agents’ loyalty. The finding also indicated that satisfaction was a significant variable that mediated the relationship between service quality and loyalty. The study gives positive impact to the future researchers to do similar study. Furthermore, the finding could help PT Asuransi XYZ Indonesia and insurance company in general to improve their service quality.

scholarly journals The Role of Mediation Electronic Word of Mouth (E-WoM) in Relationship Quality of Services and Tourism Products Against Visiting Decisions

2021 ◽  
Vol 5 (1) ◽  
pp. 64-76
Author(s):  
Asep Rahmat Taryadi ◽  
Muchammad Agung Miftahuddin
Keyword(s):  
Service Quality ◽  
Structural Equation ◽  
Word Of Mouth ◽  
Partial Least Square ◽  
Least Square ◽  
Equation Modeling ◽  
Electronic Word Of Mouth ◽  
Mediating Role ◽  
The Relationship

The purpose of this study was to analyze the mediating role of electronic word of mouth in the relationship between tourism products and service quality on the decision to visit tourists to Pangandaran Beach. This research is explanatory research, and the data collection is done by distributing questionnaires. The sample in this study amounted to 95 visitors to Pangandaran beach, who were selected using the purposive sampling method. Based on the analysis using Structural Equation Modeling (SEM) with the Partial Least Square (PLS) approach, the results indicate that service quality and tourism products have a significant positive effect on visiting decisions. However, electronic word of mouth does not mediate the relationship between service quality and tourism products on tourists visiting decisions.

scholarly journals How Brand Equity Can Saves Its Company? A Study of One of the Largest E-Commerce in Indonesia

2021 ◽  
Vol 4 (3) ◽  
Author(s):  
Siti Kulsum ◽  
◽  
Dwi Sunu Kanto ◽  
Noverdi Bross
Keyword(s):  
Service Quality ◽  
Product Quality ◽  
Structural Equation ◽  
Quantitative Research ◽  
Brand Image ◽  
Partial Least Square ◽  
Online Marketing ◽  
Least Square ◽  
Equation Modeling ◽  
The Relationship

Marketing management is an activity that is planned and organized including the distribution of goods, pricing and monitoring of policies that have been made which aim to gain a place in the market so that the objectives of marketing can be achieved. Online marketing media in the digital era seems to be the prima donna of solving solutions, therefore business actor’s flock to take advantage of online marketing media as a driving force for the wheels of their business. The type of research used in this study was quantitative research. In this study, data processing and analysis used the Partial Least Square (PLS) approach. PLS is a component-based or variant-based Structural Equation Modeling (SEM) equation model. The data analysis in this research is the Outer Model Analysis, Inner Model, and Hypothesis Testing. This research results that the price has an effect on Brand Image. Product Quality has an effect on Brand Image. Service Quality affects Brand Image. Price affects Promotion. Product Quality affects Promotion. Quality of Service affects Promotion. Promotion affects Brand Image. Promotion moderates the relationship between Price and Brand Image. Promotion moderates the relationship between Product Quality and Brand Image. Promotion can moderate the relationship between service quality and brand image.

scholarly journals Workload, Work Pressure and Interpersonal Deviance in Academia: The Mediating Role of Neutralization

2017 ◽  
Vol 7 (4) ◽  
pp. 1 ◽  
Author(s):  
Michael Olalekan Adeoti ◽  
Faridahwati Mohd. Shamsudin ◽  
Chong Yen Wan
Keyword(s):  
Structural Equation ◽  
Partial Least Square ◽  
Least Square ◽  
Equation Modeling ◽  
Organizational Deviance ◽  
Mediating Role ◽  
Work Pressure ◽  
Interpersonal Deviance ◽  
The Relationship

Extant empirical researches on deviant workplace behaviour have concentrated on negative deviant acts directed towards both the organizations (organizational) and its members (interpersonal) simultaneously while others solely focused on deviant behaviours directed at organization and its properties (organizational deviance). However, studies have not investigated interpersonal deviance as a major focus without considering organizational deviance. Drawing from theory of neutralization and job demand control model, the present study examined the mediating role of neutralization on the relationship between workload, work pressure and interpersonal deviance. The data was obtained from 356 academics in public universities in Nigeria. Using partial least square structural equation modeling, results revealed that workload and work pressure were significantly related to interpersonal deviance. On the other hand, neutralization significantly mediated the positive relationship between workload and interpersonal deviance. Similarly, neutralization mediated the relationship between work pressure and interpersonal deviance. Conclusively, it is essential to review the existing workloads and working conditions of faculty members in Nigerian public tertiary institutions with a view of minimizing interpersonal deviance.

scholarly journals The Effect of Service Quality on Customer Loyalty Mediated by Customer Satisfaction in Tourism Villages in Badung Regency

2020 ◽  
Vol 7 (1) ◽  
pp. 46-52
Author(s):  
I Gusti Ngurah Surahman ◽  
Putu Ngurah Suyatna Yasa ◽  
Ni Made Wahyuni
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Partial Least Square ◽  
Least Square ◽  
Mediating Effect ◽  
Equation Modeling ◽  
Relationship Of ◽  
The Relationship

The aims of this research was to determine the effect of service quality with customer loyalty. And customer satisfaction as a mediator between the relationship of service quality with customer loyalty. This research was collected data from 100 respondents who were customers who visited the Tourism Village in Badung Regency. The data were analyzed using structural equation modeling with partial least square approach. The results indicate an insignificant direct effect of service quality on customer loyalty. Significant direct influence on service quality with customer satisfaction, and customer satisfaction with customer loyalty. Furthermore, the results show an indirect effect between service quality and customer loyalty, which is mediated by customer satisfaction. The findings was empirically indicate that service quality has a negative effect on customer satisfaction. And customer satisfaction has a full mediating effect, customer satisfaction is important explaining the quality of service to drive customer loyalty. Based on the results it can be concluded that this research offers empirical evidence of the relationship of service quality, customer satisfaction and customer loyalty. This research makes a theoretical contribution to clarifying the high level of service quality increasing customer loyalty through customer satisfaction.

scholarly journals How Brand Equity Can Saves Its Company? A Study of One of the Largest E-Commerce in Indonesia

2021 ◽  
Author(s):  
Siti Kulsum ◽  
Dwi Sunu Kanto ◽  
Noverdi Bross
Keyword(s):  
Service Quality ◽  
Product Quality ◽  
Structural Equation ◽  
Quantitative Research ◽  
Brand Image ◽  
Partial Least Square ◽  
Online Marketing ◽  
Least Square ◽  
Equation Modeling ◽  
The Relationship

Marketing management is an activity that is planned and organized including the distribution of goods, pricing and monitoring of policies that have been made which aim to gain a place in the market so that the objectives of marketing can be achieved. Online marketing media in the digital era seems to be the prima donna of solving solutions, therefore business actor’s flock to take advantage of online marketing media as a driving force for the wheels of their business. The type of research used in this study was quantitative research. In this study, data processing and analysis used the Partial Least Square (PLS) approach. PLS is a component-based or variant-based Structural Equation Modeling (SEM) equation model. The data analysis in this research is the Outer Model Analysis, Inner Model, and Hypothesis Testing. This research results that the price has an effect on Brand Image. Product Quality has an effect on Brand Image. Service Quality affects Brand Image. Price affects Promotion. Product Quality affects Promotion. Quality of Service affects Promotion. Promotion affects Brand Image. Promotion moderates the relationship between Price and Brand Image. Promotion moderates the relationship between Product Quality and Brand Image. Promotion can moderate the relationship between service quality and brand image.

A Partial Least Square Structural Equation Modeling: Prestige Perception in Tourism

2020 ◽  
Author(s):  
Murat Kayak
Keyword(s):  
Structural Equation Modeling ◽  
Structural Equation ◽  
Partial Least Square ◽  
Least Square ◽  
Primary Data ◽  
Equation Modeling ◽  
Destination Brand ◽  
The Relationship ◽  
Intention To Revisit ◽  
Brand Prestige

This study aims to investigate destination brand prestige, and to explore the mediating effects of destination brand worldness between destination brand prestige and intention to revisit. Research is designed to collect primary data from the Taiwanese tourists. Partial least squares structural equation modeling is used to test the effects. The research model is appropriately implemented in Smart PLS 3 and a full mediation has existed through the empirical findings. The study shows how destination brand worldness mediates the relationship between destination brand prestige and intention to revisit.

Analysis of Natural Resources and Environment, Politico-Economic Conditions and their influences on Tourist Behavioural Intentions in Hunza: Mediating effect of Tourist Satisfaction

2020 ◽  
Vol 4 (4) ◽  
pp. 55-74
Author(s):  
Faqeer Muhammad ◽  
Kifayat Ullah ◽  
Rehmat Karim
Keyword(s):  
Natural Resources ◽  
Structural Equation ◽  
Positive Impact ◽  
Partial Least Square ◽  
Least Square ◽  
Mediating Effect ◽  
Economic Conditions ◽  
Primary Data ◽  
Equation Modeling ◽  
Tourist Satisfaction

This study aims to explore the influence of Natural Resources and Environment (NRE), Politico-Economic Conditions (PEC) on Tourist Behavioral Intension (TBI) in Hunza, Pakistan. The study further investigates the mediating role of Tourist Satisfaction (TS) on the given variables. Partial Least Square Structural Equation Modeling (PLS-SEM) technique has been applied to conceptualize the research frame and to test the proposed hypotheses. Primary data was collected by using convenient sampling technique for analysis from 220 tourists who visited tourism nucleus sites of Hunza. The finding of the study reveals that Natural resources and Environment, Politico-and Economic Conditions have a significant positive impact on Tourist’s Behavioral Intensions. Moreover, Tourist’s Satisfaction partially mediates the positive relationships among Natural Resources and Environment, Political & Economic Conditions and Tourist’s Behavioral Intensions. The findings of the study extend the understanding that presence of natural resources along with healthy environment and stable political & economic conditions of a destination are the key determinants for sustainable tourism development.

scholarly journals PATIENT CENTEREDNESS IN HEALTH CARE: PERSPECTIVES FROM AN EMPIRICAL INVESTIGATION

2018 ◽  
Vol 11 (8) ◽  
pp. 450
Author(s):  
Rejikumar G ◽  
Archana Ks
Keyword(s):  
Health Care ◽  
Patient Satisfaction ◽  
Service Quality ◽  
Structural Equation ◽  
Partial Least Square ◽  
Least Square ◽  
Equation Modeling ◽  
Patient Centeredness ◽  
Personalized Health

Objectives: The objective of this study was to examine the formation of wellness perceptions and satisfaction from antecedents that explain various attributes regarding service quality perceptions about doctors by patients. The topic is of contemporary relevance as health-care firms are reengineering their competencies to deliver personalized health services to for unmatched experience to develop long-term relationships with patients.Methods: Responses from 280 patients about service quality attributes of doctors, wellness perceptions, and their satisfaction are collected using a structured questionnaire. An exploratory factor analysis was performed using SPSS. 20 to identify significant dimensions of doctor’s service quality. The theoretical model developed with these dimensions, wellness perceptions, and patient satisfaction was estimated using partial least square-based structural equation modeling approach to test hypotheses about linkages among these constructs.Results: The dimension structure of doctor’s service quality contained constructs such as “price affordability of medicines,” “quality of diagnosis,” “interaction quality of doctor,” “appropriateness of tests prescribed,” and “quality of usage prescriptions.” These service quality dimensions of doctor significantly develop wellness perceptions and satisfaction among patients. Wellness perceptions act as a mediator in satisfaction development.Conclusions: Patient satisfaction and wellness perceptions are of primary importance in improving service quality in health care and to remain competitive. The health-care firms should train their professionals to interact with the patients more efficiently by adhering to the philosophy of patient centeredness in their service process.

scholarly journals The Improvement Model of Existence Effect towards Human Resources

2020 ◽  
Vol 11 (1) ◽  
pp. 105-117
Author(s):  
Arizqi Arizqi
Keyword(s):  
Human Resources ◽  
Structural Equation ◽  
Teaching And Learning ◽  
Research Data ◽  
Partial Least Square ◽  
Least Square ◽  
Learning Activities ◽  
Equation Modeling ◽  
Survey Method ◽  
The Relationship

Abstrak. Efek eksistensi merupakan eksistensi sumber daya manusia yang muncul dari efek atau sesuatu yang telah dilakukan oleh sebuah aktivitas. Efek eksistensi dalam penelitian ini merupakan eksistensi mahasiswa yang dimunculkan dari kegiatan belajar mengajar dikelas. Begitu pentingnya sebuah efek eksistensi sebagai output kegiatan belajar mengajar, maka penelitian ini bertujuan untuk menguji pengaruh responsibility, attractiveness, emphaty, dan juga competency dari seorang pengajar dalam mempengaruhi peningkatan efek eksistensi mahasiswa di Universitas Islam Sultan Agung (UNISSULA) Semarang.  Jenis penelitian ini merupakan penelitian penjelasan (Explanatory Research) yang berusaha mengetahui hubungan antar variabel penelitian. Penelitian dilakukan dengan metode survey dengan menyebarkan kuesioner kepada 212 mahasiswa dari dari 4 mata kuliah 5 kelas. Analisis data penelitian dilakukan dengan pengujian structural equational modelling (SEM) dan menggunakan pendekatan varians (partial least square), kemudian pengolahan data didukung dengan aplikasi SmartPLS. Hasil penelitian menunjukkan bahwa efek eksistensi sumber daya manusia didalam organisasi dapat ditingkatkan melalui peningkatan emphaty dosen terhadap mahasiswa. Kemudian untuk meningkatkan kompetensi seorang dosen dapat ditingkatkan melalui peningkatan attractiveness atau metode pembelajaran yang atraktiv ketika melakukan pembelajaran dikelas. Sementara itu responsibility tidak mampu menjelaskan terhadap efek eksistensi mahasiswa.Kata Kunci : Tanggung jawab, atraktif, empati, kompetensi dan efek eksistensi. Abstract. Existancy Effect is the existence of human resources that arise from the effect or something that has been done by an activity. Existancy Effect in this research is the existence of students arising from teaching and learning activities in class. Once the importance of an Existancy Effect as an output of teaching and learning activities, then this research aims to examine the influence of responsibility, attractiveness, empathy, and also competency in influencing the improvement of existency effect toward human resources (students) at Sultan Agung Islamic University (UNISSULA) Semarang. The type of this research is an explanatory research that seeks to determine the relationship between research variables. This research was conducted through survey method by distributing questionnaires to 212 students from 4 courses in 5 classes. The research data analysis used Structural Equation Modeling (SEM) and used partial least square. The data processing was supported by SmartPLS application. The results showed that the existence effect of human resources in organizations can be improved through increasing the empathy of lecturers with students, Furthermore, in order to improve the lecturer’s competency, it needs an attractiveness in the learning method. Meanwhile responsibility cannot explain the existance effect of students.Keywords: responsibility, attractiveness, emphaty, competency, existence effect.

“I Can Live Without Banks, but Not Without Banking”

2021 ◽  
Vol 17 (3) ◽  
pp. 1-20
Author(s):  
Nitika Sharma ◽  
Pooja Goel ◽  
Anuj Sharma
Keyword(s):  
Structural Equation ◽  
Information Quality ◽  
Partial Least Square ◽  
Least Square ◽  
Equation Modeling ◽  
Online Questionnaire ◽  
Website Quality ◽  
Mediating Role ◽  
Service Interaction

The purpose of this paper is to examine the antecedents of e-banking loyalty and evangelism via threefold construct of WEQUAL (usability, information quality, and service interaction) of public sector banks operating in India. Moreover, it also investigates the mediating role of consumers' trust on the website quality of these banks and their impact on e-banking loyalty and evangelism. The data was collected from 243 respondents through online questionnaire. In order to develop the model and test the hypotheses, partial least square structural equation modeling (PLS-SEM) was done through Smart PLS version 3.2.9. Results assert that website quality of banks positively influences the trust of consumers via usability, information quality, and service interaction. Also, consumer trust plays a mediation role between WEBQUAL constructs and e-banking loyalty and evangelism.

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