scholarly journals ANALISIS REUSE INTENTION PELANGGAN TOUR DAN TRAVEL “X”

2020 ◽  
Vol 4 (1) ◽  
Author(s):  
Denis Fidita Karya
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Empirical Result ◽  
Sampling Method ◽  
Partial Least Square ◽  
Least Square ◽  
Primary Data ◽  
Probability Sampling ◽  
Positive Effect ◽  
Sampling Approach

This study aims to examine the effect of service quality and satisfaction on reuse intention on tour and travel. The research used primary data derived from the questionnaire respondents of tour and travel “X” consumer. The sample in this study amounted to 134 respondents. This study using a non-probability sampling method with a purposive sampling approach and the method used in analyzing data in this study using partial least square. The empirical result of the study show that service quality had a positive effect and significant to customer satisfaction, satisfaction had a positive effect and significant to reuse intention and service quality had a positive effect and significant to reuse intention.

scholarly journals EFFECT OF SERVICE QUALITY AND BRAND TRUST ON CUSTOMER SATISFACTION AND CUSTOMER LOYALTY PERTAMINA HOSPITAL BALIKPAPAN

2020 ◽  
Vol 4 (01) ◽  
Author(s):  
Lenny Meitha Wulur ◽  
Theresia Militina ◽  
Gusti Norlitaria Achmad
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Sampling Method ◽  
Partial Least Square ◽  
Least Square ◽  
Brand Trust ◽  
Positive Effect

This research was conducted by Lenny titled "The Effect of Service Quality and Brand Trust on Customer Satisfaction and Customer Loyalty Balikpapan Pertamina Hospital" under the guidance of Prof. Dr. Theresia Militina, M.Siand Dr. Gusti Noorlitaria. A., SE., MM. This study aimed to analyze the influence of service quality and brand trust to customer satisfaction and customer loyalty. The sampling method used in this study is nonprobability Sampling. The sample used in this study were a total of 110 respondents. Analysis of the data used in this study is Partial Least Square with the help of software SmartPLS3.0. result This research shows: (1) Service Quality (X1) positive and significant impact on Customer Satisfaction (Y1), (2) Brand Trust (X2) positive and significant impact on Customer Satisfaction (Y1), (3) Service Quality (X1) positive and significant impact on Customer Loyalty (Y2), (4) Brand Trust (X2) has positive effect but not significant to Customer Loyalty (Y2), (5) Customer Satisfaction (Y1) positive and significant impact on Customer Loyalty (Y2).

A Consuequence of Statisfaction and Loyalty: How Brand nd Purchase Intention Affect Its (An empirical study of Bengkulu)

2020 ◽  
Vol 7 (2) ◽  
pp. 61-70
Author(s):  
Fachri Eka Saputra ◽  
Fedyah Anggriani
Keyword(s):  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Purchase Intention ◽  
Partial Least Square ◽  
Least Square ◽  
Primary Data ◽  
Price Fairness ◽  
Online Questionnaire ◽  
Positive Effect ◽  
Descriptive Method

The purpose of this study as to determine how the effect of waterpark image and price fairness on customer satisfaction and its implications for customer loyalty at Waterpark Wahana Surya Bengkulu. The measurement of this study uses 14 indicator items which are distributed using an online questionnaire. The number of samples in this study were 136 respondents and the data were analyzed using SEM PLS (Partial Least Square). Date were collected using a questionnaire using a Likert scale. This research used descriptive method with a quantitative approach. The type of data used in this study is primary data. The results of this study prove that 1. waterpark image has a positive effect on price fairness, 2. Waterpark image has a positive effect on customer satisfaction, 3. Fairness of price has a positive effect on customer satisfaction, 4. Waterpark image has a positive effect on customer loyalty, 5. Fairness of price has a positive effect on customer loyalty, 6. Customer satisfaction has no effect on customer loyalty.

scholarly journals The Influence of Food Service Quality and Innovation Production on Local Product of Thailand: Study of Creative Agriculture

2020 ◽  
Vol 11 (5) ◽  
pp. 469
Author(s):  
Waleerak Sittisom ◽  
Thammarak Srimarut
Keyword(s):  
Data Analysis ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Food Service ◽  
Partial Least Square ◽  
Least Square ◽  
Raw Material ◽  
Primary Data ◽  
Local Product ◽  
Product Promotion

Creative agriculture is a vast and deep knowledge of a product from its preparation from raw material to the end consumer of the product. Hence creative agriculture deals with deep analysis, production process, and commercialization, of a product. The present study explored the relationship between food service quality, innovation in production, customers’ satisfaction, and local product promotion. Both the foodservice quality and innovation in production increase customer satisfaction and local product promotion. An increased level of customer satisfaction is also promising for the increment in local product promotion. A survey from 300 food engineers working with different food providing companies, were the respondents of the present study for the collection of primary data. Then, a statistical software, named Partial Least Square (PLS) was used for the finalization of the data analysis process. The results achieved from the data analysis were used for the accomplishment of the end results of the present study.

scholarly journals Analysis of the Effect of Service Quality and Customer Satisfaction on the Repurchase Intention, Word of Mouth and Customer Retention for Party Equipment Rental ˋˋSuyono" in Surabaya

2021 ◽  
Author(s):  
Muchammad Zaenal Arifin Rahmatulloh ◽  
Tina Melinda
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Word Of Mouth ◽  
Service Providers ◽  
Customer Retention ◽  
Partial Least Square ◽  
Least Square ◽  
Significant Positive Effect ◽  
Repurchase Intention ◽  
Positive Effect

The purpose of this study was to provide an understanding of how service quality and customer satisfaction influence the repurchase intention, word of mouth and customer retention at the party equipment rental company “Suyono”in Surabaya. A survey was conducted with 70 service users of “Suyono”. The study used a quantitative approach to explain the causal relationship between the variables. The researcher selected the participants individually. The Partial Least Square analysis technique was used, assisted by the Smart PLS 3.0 application. The results of this study showed that the quality of service had a significant positive effect on customer satisfaction and customer retention; and customer satisfaction had a significant positive effect on repurchase intention and word of mouth. Customer satisfaction did not have a significant effect on customer retention. Therefore, service providers are strongly advised to focus on improving service quality and customer satisfaction to increase customer retention. These results can be applied by companies to increase repurchase intentions, word of mouth and customer retention, especially companies in the service sector. Keywords: service quality, customer satisfaction, repurchase intention, word of mouth

scholarly journals PREDIKSI CUSTOMER EXPERIENCE DAN SERVICE QUALITY TERHADAP CUSTOMER LOYALTY: CUSTOMER SATISFACTION SEBAGAI VARIABEL MEDIASI

2021 ◽  
Vol 5 (1) ◽  
pp. 191
Author(s):  
Keni Keni ◽  
Kavira Kamate Sandra
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Sampling Method ◽  
Customer Experience ◽  
Partial Least Square ◽  
Least Square ◽  
Equation Modeling ◽  
Convenience Sampling

Pertumbuhan tingkat penjualan ritel di Indonesia bernilai negatif selama satu tahun terakhir. Berbagai fenomena yang terjadi akibat pandemi yang sudah berlangsung sejak tahun 2020 menyebabkan penurunan tersebut, seperti pengurangan gaji dan pemutusan hubungan kerja yang berdampak terhadap penurunan daya beli masyarakat, sehingga menghambat kinerja perusahaan ritel. Oleh sebab itu, perusahaan ritel perlu memperbaiki kinerjanya dengan meningkatkan loyalitas pelanggan yang merupakan sebuah upaya untuk mempertahankan pelanggan yang sudah ada. Penelitian ini bertujuan untuk menguji apakah 1) pengalaman pelanggan dapat memprediksi kepuasan pelanggan. 2) kualitas pelayanan dapat memprediksi kepuasan pelanggan. 3) pengalaman pelanggan dapat memprediksi loyalitas pelanggan. 4) kualitas pelayanan dapat memprediksi loyalitas pelanggan. 5) kepuasan pelanggan dapat memprediksi loyalitas pelanggan. 6) kepuasan pelaggan memediasi prediksi pengalaman pelanggan pada loyalitas pelanggan. 7) kepuasan pelanggan memediasi prediksi kualitas pelayanan pada loyalitas pelanggan. Sampel dipilih dengan menggunakan metode non-probability sampling yang berupa teknik convenience sampling pada 200 responden dan Partial Least Square – Structural Equation Modeling (PLS-SEM) dilakukan untuk menguji hipotesis penelitian. Hasil penelitian ini menunjukan bahwa pengalaman pelanggan dan kualitas pelayanan berpengaruh signifikan untuk memprediksi kepuasan pelanggan, pengalaman pelanggan memiliki pengaruh signifikan untuk memprediksi loyalitas pelanggan, kualitas pelayanan tidak berpengaruh signifikan untuk memprediksi loyalitas pelanggan, kepuasan pelanggan memiliki pengaruh signifikan untuk memprediksi loyalitas pelanggan, dan kepuasan pelanggan memediasi prediksi pengalaman pelanggan dan kualitas pelayanan pada loyalitas pelanggan.  Retail’s sales-growth in Indonesia has been decreasing since last year. Various phenomenons which are caused by the pandemic that has been happening since 2020 has caused the decrease, such as reduction in salary and laid off that resulted in reducing purchasing power which then obstruct retail firm’s performance. Therefore, retail firms should improve their performance by increasing customer loyalty which is an attempt to retain existing customers. This research aimed to examine whether 1) customer experience can predict customer satisfaction.  2) service quality can predict customer satisfaction. 3) customer experience can predict customer loyalty. 4) service quality can predict customer loyalty. 5) customer satisfaction can predict customer loyalty. 6) customer satisfaction mediates the prediction customer experience on customer loyalty. 7) customer satisfaction mediates the prediction service quality on customer loyalty. The sample of this study was selected by using the non-probability sampling method, which is convenience sampling method, with a total amount of 200 respondents and Partial Least Square – Structural Equation Modeling (PLS-SEM) was conducted for the hypotheses testing. The findings of this study illustrate that customer experience and service quality has significant effect to predict customer satisfaction, customer experience has significant effect to predict customer loyalty, service quality has not significant effect to predict customer loyalty, customer satisfaction has significant effect to predict customer loyalty, customer satisfaction mediates the prediction of customer experience and service quality on customer loyalty.

scholarly journals Pengaruh Brand Image dan Persepsi Harga Terhadap Kualitas Pelayanan dan Kepuasan Pelanggan (Studi pada Pelanggan Datsun Nissan Martadinata)

2019 ◽  
Vol 8 (2) ◽  
pp. 1
Author(s):  
Oscar Marco Sanny Junior ◽  
William A. Areros ◽  
Riane J. Pio
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Quantitative Research ◽  
Sampling Method ◽  
Brand Image ◽  
Partial Least Square ◽  
Least Square ◽  
Price Perception ◽  
Purposive Sampling ◽  
Pls Analysis

The immediate objectives of this research is to determined the effect of (1) Brand Image towards Service Quality on Datsun Nissan Martadinata customers, (2) Brand Image towards Customer Satisfaction on Datsun Nissan Martadinata customers, (3) Price Perception of Service Quality on Datsun Nissan Martadinata customers, (4) Price Perception of Customer Satisfaction on Datsun Nissan Martadinata customers, and (5) Service Quality towards Customer Satisfaction on Datsun Nissan Martadinata customers. The quantitative research is adapted as the method in this study and used questionnaire as the reflection of its method. Datsun buyers at Nissan Martadinata Manado are used as the population and Datsun customers are used as the samples. The questionnaires will be distributed with purposive sampling method. This study uses SmartPLS software to assist the Partial Least Square (PLS) analysis. The study resulted in 3 hypotheses were rejected from 5 hypotheses.

scholarly journals Pengaruh Service Quality dan Staff Behaviour terhadap Brand Loyalty TIKI di Jakarta Utara: Customer Satisfaction sebagai Variabel Mediasi

2019 ◽  
Vol 1 (1) ◽  
pp. 150
Author(s):  
Rendy Surya
Keyword(s):  
Data Analysis ◽  
Data Collection ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Brand Loyalty ◽  
Partial Least Square ◽  
Least Square ◽  
The Relationship ◽  
Positive Effect ◽  
Effect Test

The purposes of this study are: First, to explore the effect among service quality on brand loyalty. Second, to explore the effect among staff behaviour on brand loyalty. Third, to explore the effect among service quality on customer satisfaction. Fourth, to explore the effect of customer satisfaction on brand loyalty. Fifth, to find out if customer satisfaction is able to mediate service quality toward brand loyalty. The populations of this research are all TIKI’s customer in Jakarta. The samples of this research are collected from TIKI’s customer in North Jakarta. The method of data collection was conducted by distributing questionnaires 200 respondents. The technique of data analysis used in this study was Partial Least Square and indirect effect test for mediation variable to example the hypotheses. The result are: first, the relationship between service quality have a significant and positive effect toward brand loyalty; second, the relationship between staff behaviour have a significant and positive effect toward brand loyalty; third, the relationship between service quality have a significant and positive effect toward customer satisfaction; forth, customer satisfaction have a significant and positive effect toward brand loyalty; fifth, customer satisfaction will mediate the effect between service quality on brand loyalty.

scholarly journals PENGARUH KEPUASAN PELANGGAN SEBAGAI VARIABEL MEDIASI HARGA DAN KUALITAS PELAYANAN TERHADAP REPEAT BUYING (Studi Pada Pelanggan Barbershop di Kota Malang)

2020 ◽  
Vol 13 (2) ◽  
pp. 131
Author(s):  
Achmad Zaini ◽  
Diana Eka Poernamawati
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Analytical Tool ◽  
Partial Least Square ◽  
Least Square ◽  
Significant Positive Effect ◽  
Pls Analysis ◽  
The Relationship ◽  
Positive Effect

This study aims to analyze the variables of price and quality of customer in influencing repeat buying both directly and indirectly through variable of customer satisfaction. The analytical tool used in this study is Partial Least Square (PLS) analysis. The results showed several findings that were consistent with previous studies. The price variable has a significant positive effect on Barbershop customer satisfaction The service quality variable has a significant positive effect on customer satisfaction Variable customer satisfaction has a significant effect on repeat buying Price variable has no significant effect on repeat buying. Price variable has a significant positive effect on repeat buying through customer satisfaction variables The customer satisfaction variable is a full mediator. Service quality variable has a significant positive effect on repeat buying Service quality variable has a significant positive effect on repeat buying through customer satisfaction variables Variable customer satisfaction is a partial mediator. The relationship between the variables involved are: price, service quality, customer satisfaction and repeat buying of 89.56%,

scholarly journals ANALYSIS OF SERVICE QUALITY AND BRAND IMAGE ON CUSTOMER SATISFACTION THROUGH PURCHASE DECISIONS AS INTERVENING VARIABLE (CASE STUDY E-COMMERCE SHOPEE AT VILLA GALAXY HOUSING RT 002)

2020 ◽  
Vol 1 (6) ◽  
pp. 802-815
Author(s):  
Deviana Vierdwiyani ◽  
Afriapollo Syafarudin
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Brand Image ◽  
Partial Least Square ◽  
Least Square ◽  
Analysis Tool ◽  
Significant Positive Effect ◽  
Purchasing Decisions ◽  
Improve Service Quality ◽  
Positive Effect

This study aims to determine the effect of service quality and brand image on purchasing decisions and customer satisfaction in Shopee. This study also examines the indirect effect of service quality and brand image on customer satisfaction with purchasing decisions as a mediating or intervening variable. The study was conducted at RT 002 Villa Galaxy. The sample in this study was Shopee customers with a purposive sampling method. The number of respondents who participated in this study were 100 respondents. Data collection was carried out through a questionnaire with a Likert scale of 1-5. The method and analysis tool is Partial Least Square (PLS) with Smart PLS Software 3. The results of the study show that service quality has a significant positive effect on purchasing decisions, brand image has a significant positive effect on purchasing decisions, service quality has a significant positive effect on customer satisfaction, brand image significant positive effect on customer satisfaction, purchasing decisions significantly positive effect on customer satisfaction, and purchasing decisions mediate the effect of service quality and brand image on customer satisfaction. Shopee can improve service quality and brand image so that purchasing decisions and customer satisfaction can be improved, through improved features and application services.

scholarly journals PENGARUH KUALITAS PELAYANAN TERHADAP LOYALITAS KONSUMEN DENGAN KEPUASAN KONSUMEN SEBAGAI VARIABEL INTERVENING PADA BENGKEL BODY & PAINT PT WAHANA SENJAYA JAKARTA

2021 ◽  
Vol 11 (1) ◽  
pp. 92-106
Author(s):  
Prawiniko Sugistianto ◽  
Heri Ispriyahadi
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Consumer Satisfaction ◽  
Partial Least Square ◽  
Least Square ◽  
Primary Data ◽  
Consumer Loyalty ◽  
Partial Least Square Analysis ◽  
Analysis Technique ◽  
Excellent Service

Abstract            This study investigates the effect of service quality on consumer loyalty at PT Wahana Senjaya Jakarta Body Paint workshop (Indomobil Nissan Datsun Warung Buncit) by using the intervening variable customer satisfaction. The sample used in the study was 100 customers as respondents. The data were obtained by distributing questionnaires to selected respondents, who were then analyzed using the instrument used in the form of a questionnaire to get primary data for the PLS (Partial Least Square) analysis technique. The results showed that the variable service quality positively and significantly affected the consumer loyalty variable (dependent) either directly or indirectly through the variable customer satisfaction (intervening). Likewise, the consumer satisfaction variable also has a positive and significant effect on consumer loyalty. Excellent service quality will increase customer satisfaction, which becomes the driving force for increased consumer loyalty.

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