scholarly journals PENGARUH KUALITAS LAYANAN (SERVICE QUALITY) TERHADAP LOYALITAS MELALUI KEPUASAN PADA MAHASISWA UNIVERSITAS NU SURABAYA

2018 ◽  
Vol 1 (1) ◽  
Author(s):  
Rusdyana Intan Verriana ◽  
Mohamad Yusak Anshori
Keyword(s):  
Service Quality ◽  
Quantitative Method ◽  
Positive Impact ◽  
Free Variable ◽  
Partial Least Square ◽  
Least Square ◽  
P Value ◽  
Research Use ◽  
Path Coefficient ◽  
Nahdlatul Ulama

The aim of this research to examine are there impact of service quality to loyalty with satisfaction as intervening variable to students in Nahdlatul Ulama University of Surabaya. Population in this research are students in Nahdlatul Ulama University of Surabaya total of the sample are 368 from 4.536 students. This research are quantitative method with spread 368 questionnaires. The technique analyze of this research use SEM – PLS (partial least square) software. Free variable of this research is service quality (X), intervening variable is satisfaction (Z) and bunch variable is student’s loyalty (Y). The result of this research shown that service quality (X) have positive impact and significant to students loyalty (Y) have positive impact and significant with path coefficient 0,67 with p – value < 0,001 (significant on 1%). While service quality (X) have positive impact and significant to students loyalty through satisfaction variable (Z) shown positive impact and significant with path coefficient 0,47 with p - value < 0,001 ( significant on 1%).

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 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 Partial Least Square In Analyzing The Influence Of Service Quality, Facilities And Price On Customer

2021 ◽  
Vol 1 (2) ◽  
Author(s):  
Mohammad Saefus Sholeh ◽  
Ribangun Bamban Jakaria
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Significant Influence ◽  
Consumer Satisfaction ◽  
Building Materials ◽  
Partial Least Square ◽  
Least Square ◽  
P Value ◽  
Pls Method

UD Barokah Tiga is a business that sells building materials and electric tools. The aim of this research is to measure how the influence of service quality, facilities and price affects customer satisfaction. The research that will be conducted here uses the Partial Least Square (PLS) method using the Warppls 7.0 software. The results of this study for service quality variables have a significant influence on customer satisfaction variables. Because it has a P-value of 0.001 from <0.05. For the value obtained X1 5,346 where> from 1.96 where for X1 has a significant value. The facility variable does not have a significant effect on the customer satisfaction variable. Because it has a P-value of 0.15 from <0.05. For the value obtained X2 1.054 where <from 1.96 where for X2 has an insignificant value. The price variable has a significant influence on the consumer satisfaction variable. Because it has a P-value of 0.001 from <0.05. For the value obtained X3 4,645 where> from 1.96 where for X3 has a significant value  

scholarly journals Model Kesuksesan Sistem Informasi Delone Dan Mclean Terhadap Sistem Informasi Akademik Pada Universitas Bina Insani

2021 ◽  
Vol 5 (2) ◽  
pp. 85
Author(s):  
Sahara Ramadhan ◽  
Nadya Safitri
Keyword(s):  
Information System ◽  
Service Quality ◽  
User Satisfaction ◽  
Information Quality ◽  
Partial Least Square ◽  
Least Square ◽  
Path Coefficient ◽  
System Quality ◽  
Online Questionnaire ◽  
Academic Information

Abstrak: Sistem Informasi Akademik membantu kegiatan pengelolaan atau pengadministrasian berbagai kegiatan dalam rangka terselenggaranya proses belajar mengajar yang efektif dan efisien di suatu Lembaga Pendidikan tinggi. Universitas Bina Insani telah menerapkan Sistem Informasi Akademik selama lebih dari dua tahun. Namun pada kenyataanya sistem tersebut memiliki beberapa masalah terhadap pengunaannya. Agar suatu sistem informasi dapat berjalan dengan optimal sesuai dengan keperluan penggunanya, maka perlu adanya evaluasi terhadap sistem informasi. Evaluasi ini menggunakan metode DeLone & McLean (2003) dengan 4 variabel yaitu kualitas sistem, kualitas informasi, kualitas layanan dan kepuasan pengguna. Populasi pada penelitian ini adalah Mahasiswa dan dosen fakultas informatika serta bagian akademik dan bagian Pendidikan dengan jumlah sampel yang digunakan sebanyak 92 responden. Instrumen penelitian menggunakan kuesioner online. Adapun metode analisis yang digunakan Partial Least Square (PLS) dengan menggunakan software SmartPLS. Hasil analisis ini adalah diterimanya tiga dari tiga hipotesis yang diuji. Sehingga hasil tersebut menunjukan kualitas sistem mempunyai pengaruh yang positif dan signifikan terhadap kepuasan pengguna dengan nilai koefisiensi jalur sebesar 0,407 dan t-statistic sebesar 4,699, kualitas informasi mempunyai pengaruh yang positif dan signifikan terhadap kepuasan pengguna dengan nilai koefisiensi jalur sebesar 0,336 dan t-statistic sebesar 2,782 sedangkan kualitas layanan berpengaruh positif tetapi tidak signifikan terhadap kepuasan pengguna dengan nilai koefisiensi jalur sebesar 0,206 dan t-statistic sebesar 1,898. Dengan demikian, Penelitian ini menunjukan bahwa Sistem Informasi Akademik yang telah diterapkan di Universitas Bina Insani dapat dikatakan sukses dalam memberikan manfaat yang baik terhadap penggunanya.     Kata kunci: Sistem Informasi Akademik, DeLone & McLean, SmartPLS, PLS   Abstract: The Academic Information System assists activities in the management or administration of various activities in the context of implementing an effective and efficient teaching and learning process in a higher education institution. Bina Insani University has implemented an Academic Information System for more than two years. However, in fact the system has several problems with its use. In order for an information system to run optimally according to the needs of its users, it is necessary to evaluate the information system. This evaluation uses the DeLone & McLean (2003) method with 4 variables, system quality, information quality, service quality and user satisfaction. The population in this study were students and lecturers of the faculty of informatics as well as the academic and education sections with a total sample size of 92 respondents. The research instrument used an online questionnaire. The analysis method used is Partial Least Square (PLS) using the SmartPLS software. The result of this analysis is the acceptance of three of the three hypotheses tested. So that these results indicate the quality of the system has a positive and significant effect on user satisfaction with a path coefficient value of 0.407 and a t-statistic of 4.699, information quality has a positive and significant impact on user satisfaction with a path coefficient value of 0.336 and a t-statistic of 2,782 while service quality has a positive but insignificant effect on user satisfaction with a path coefficient value of 0.206 and a t-statistic of 1.898. Thus, this study shows that the Academic Information System that has been implemented at Bina Insani University can be said to be successful in providing good benefits to its users.     Keywords: Academic Information Systems, DeLone & McLean, SmartPLS, PLS

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 Mediation Effect of Customer Satisfaction in Relationship between Product Quality and Service Quality towards Customer Loyalty In Fuzee Sushi

2021 ◽  
Vol 6 (2) ◽  
pp. 172
Author(s):  
Charly Hongdiyanto ◽  
Kevin Liemena
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Product Quality ◽  
Customer Loyalty ◽  
Positive Impact ◽  
Partial Least Square ◽  
Least Square ◽  
Beverage Industry ◽  
Food And Beverage Industry ◽  
Food And Beverage

<p>Food and beverage industry in Indonesia has been growing constantly every year and also contributed to manufacture and economy growth in both current and the next following years. The important role of food and beverage industry is transparent through the consistent contribution and significant impact toward Gross Domestic Product and food and beverage startup businesses has been experiencing growth every year due to the growth of population in Indonesia. This study was made to know the effect of product quality and service quality towards customer loyalty of Fuzee Sushi. There is also customer satisfaction as a mediator between product quality and service quality to customer loyalty. This research aims on Fuzee Sushi’ customers that has bought the product more than once. An online questionnaire was distributed to the entire sample and used five points Likert scale as a measurement method. The data are analyzed using Partial Least Square. The result of this research showed that product quality has positive relationship toward customer loyalty directly however, service quality does not have positive impact directly toward customer loyalty. Product quality and service quality mediated by customer satisfaction has positive impact towards customer loyalty. The findings purpose is to understand more about product quality, service quality, customer satisfaction, and customer loyalty relationship in start-up food and beverage business in Indonesia.<strong></strong></p><p><strong> </strong></p>

scholarly journals PERAN DAN KOMPETENSI KEMAMPUAN PEMERINTAH TERHADAP PERKEMBANGAN EKONOMI DAN KESEJAHTERAAN MASYARAKAT DI KOTA BATAM

2016 ◽  
Vol 3 (1) ◽  
Author(s):  
Ade Parlaungan Nasution
Keyword(s):  
Significant Influence ◽  
Partial Least Square ◽  
Least Square ◽  
P Value ◽  
Path Coefficient ◽  
Government Capacity ◽  
Pls Analysis ◽  
The Government ◽  
The City

This research had a purpose To (1). analysed and proved the influence of the government capacity on the development of Batam City economics (2) To analyse and prove the influence of the government capacity on the level of welfare in the Batam City(3) To measure and prove the influence of the Development of economics on Welfare of the Kota Batam Data Community that in used in this research was the secondary quantitative data.The data was analysed by using the PLS analysis (partial Least Square).Results that were received were the Goverment Capacity of the Batam City to be influential significant towards Welfare of the community was to be accepted.Results of the PLS analysis produced the path coefficient 0.0500 with p-value = 0,000, therefore was significant.This means that was gotten by the influence of the significant negativebetween the Level of the government capacity towards welfare of the community.The level of the Development of Kota Batam Economics was influential significant towards the level of welfare of the community was to be accepted.Results of the PLS analysis produced the path coefficient 0.0500 with p-value = 0,000, therefore significant.This means that was gotten by the significant influence between the level of the development of economics towards the level of welfare of the City communityBatam.Level the government capacity was influential significant towards the level of the development of economics.Results of the PLS analysis produced the path coefficient 0.0991 with p-value = 0,0001, therefore was severed significant.

scholarly journals PENGARUH KUALITAS PRODUK DAN KUALITAS LAYANAN TERHADAP KEPUASAN DAN LOYALITAS PENGGUNA KASMDI KBS

BISMA ◽  
2018 ◽  
Vol 11 (3) ◽  
pp. 283
Author(s):  
Galih Arief Prakosa ◽  
Udisubakti Ciptomulyono ◽  
Fuad Achmadi
Keyword(s):  
Service Quality ◽  
Product Quality ◽  
User Satisfaction ◽  
Structural Equation ◽  
Partial Least Square ◽  
Least Square ◽  
Equation Modeling ◽  
Path Coefficient ◽  
Human Right

Abstract: The availability of consumable water is a basic human right. The State Water Supply Company (PDAM) Surya Sembada is the only government institution in charge in providing and managing drinking water facilities and infrastructure in Surabaya. PDAM Surya Sembada provides free fountain drinking (KASM) as their Corporate Social Responsibility (CSR) program that located in various strategic public places in the city including in Surabaya Zoo (KBS). However, there has never been any analysis on the product and service quality of the KASM in KBS. Therefore, the objective of this study is to analyze the effect of product and service quality of the KASM in KBS on user satisfaction and loyalty using Structural Equation Modeling (SEM) with Partial Least Square (PLS) analysis. Results of path coefficient analysis show that product quality affects user satisfaction, but it has no effect on user loyalty. Service quality affects user satisfaction and loyalty. User satisfaction affects user loyalty. It can be concluded that user satisfaction is affected by product and service quality, while user loyalty is affected by service quality and user satisfaction. Keywords: KASM, Product Quality, Service Quality, User Satisfaction, User Loyalty.

scholarly journals Pengaruh Kualitas Produk dan Harga Terhadap Keputusan Pembelian Sayur Organik di "Orgo Organic Farm" Kota Malang

2021 ◽  
Vol 22 (2) ◽  
pp. 194
Author(s):  
Shania Desty Hariadi ◽  
Rahayu Relawati ◽  
Istis Baroh
Keyword(s):  
Sample Path ◽  
Partial Least Square ◽  
Least Square ◽  
P Value ◽  
Path Coefficient ◽  
Original Sample ◽  
Organic Farm

“Orgo Organic Farm” melakukan bisnis sayur organik mulai dari budidaya hingga pemasaran. Ketatnya persaingan bisnis sayur organik di Malang mengharuskan pelaku bisnis memahami faktor-faktor yang mendorong keputusan konsumen melakukan pembelian. Penelitian ini bertujuan untuk menganalisis pengaruh kualitas produk dan harga terhadap keputusan pembelian di OOF. Data primer diperoleh dengan wawancara pelanggan OOF. Teknik accidental sampling digunakan untuk menentukan sampel pelanggan OOF. Data dianalisis dengan metode Partial Least Square (PLS). Hasil penelitian menunjukkan kualitas produk dan harga berpengaruh terhadap keputusan pembelian di OOF. Kesimpulan penelitian ini yaitu kualitas produk berpengaruh positif dan signifikan terhadap keputusan konsumen dengan nilai p value 0,001 atau lebih kecil dari 0,05. Nilai original sample (path coefficient) 0,336 menunjukkan arah hubungan positif dan terdapat pengaruh harga terhadap keputusan konsumen. Harga tidak signifikan terhadap keputusan konsumen dengan nilai p value 0,109 atau lebih besar dari 0,05. Nilai  original sampel (path coefficient) 0,172 menunjukan arah hubungan positif. Kata kunci : Harga Sayur, Keputusan Pembelian, Kualitas Sayur, Sayur Organik.

scholarly journals The effect of intangible service quality on retailing during the COVID-19 pandemic in Saudi Arabia

2021 ◽  
Vol 11 (8) ◽  
pp. 2279-2290 ◽  
Author(s):  
Zyad Alzaydi
Keyword(s):  
Saudi Arabia ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Perceived Risk ◽  
Online Survey ◽  
Positive Impact ◽  
Partial Least Square ◽  
Least Square ◽  
Mobile Service ◽  
Intention To Revisit

The purpose of this study is to investigate how online to offline service quality influences the customer’s perceived risk and trust towards the retailer and how these factors impact customer satisfaction and intention to revisit. The present study incorporates intangible service quality offline aspects, such as empathy, and online aspects, such as mobility. The objective of the research is to examine the integration of online to offline service quality models in Saudi Arabia during the COVID-19 pandemic, using key aspects of offline, online and mobile service quality. The data was collected using an online survey of 289 respondents from Saudi Arabia. The analysis was conducted using partial least square and structural equation modelling. This study finds that the intangibility of service quality has a positive impact on perceived trust; however, the direct relationship between the intangibility of service quality and perceived risk is not supported. The study’s results support the hypothesis that customer satisfaction has a positive impact on the intention to revisit and that received trust positively affects satisfaction. The results have implications for service managers in the retailing and e-commerce sectors and offer a better understanding of how different channels of service affect customers’ perceptions and intentions to revisit.

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