scholarly journals Impact of Service Quality and Service Innovations on Competitive Advantage in Retailing

2019 ◽  
Vol 2 (2) ◽  
pp. 366-374
Author(s):  
R. Neni Kusumadewi ◽  
Otong Karyono
Keyword(s):  
Service Quality ◽  
Competitive Advantage ◽  
Random Sampling ◽  
Structural Equation ◽  
Industrial Revolution ◽  
Sampling Technique ◽  
Added Value ◽  
Equation Modeling ◽  
Stratified Random Sampling ◽  
Analysis Method

Current competitive environment induced by 4.0 industrial revolution has forced companies to focus on managing service to customer by provide added value to customers, so that it will increase competitiveness. This study aims to find out and analyze impact of service quality and service innovations on competitive advantage. Analysis method is descriptive statistical and Structural Equation Modeling with AMOS software. The sampling Technique was purposive sampling with combination cluster proportional stratified random sampling, the instrument to collect the data was questionnaire with manager, supervisor or employee of retailing. The results indicate that the service quality and service innovations impact on competitive advantage.

scholarly journals PENGARUH SERVQUAL TERHADAP KEPUASAN YANG BERDAMPAK PADA LOYALITAS PENGGUNA E-WALLET (OVO)

BISMA ◽  
2020 ◽  
Vol 14 (1) ◽  
pp. 48
Author(s):  
Bob Foster
Keyword(s):  
Service Quality ◽  
Direct Effect ◽  
Random Sampling ◽  
Consumer Satisfaction ◽  
Structural Equation ◽  
Sampling Technique ◽  
Equation Modeling ◽  
Consumer Loyalty ◽  
Verification Method ◽  
Digital Wallet

The purpose of this study is to analyze the direct effect of service quality on satisfaction, the direct effect of service quality and satisfaction on loyalty, the direct effect of satisfaction on loyalty, and the indirect effect of service quality on the loyalty of the users of e-wallet or digital wallet application (Ovo). The research sample consisted of 100 respondents taken by convenience random sampling technique. This research used a descriptive verification method. Data were analyzed using structural equation modeling run by Lisrel 8.80 software. The results showed that service quality and satisfaction had a positive and significant effect on loyalty, service quality had a positive and significant effect on satisfaction, and service quality had a positive and significant effect on loyalty as mediated by satisfaction. These results indicate that increasing service quality will increase consumer satisfaction, which finally increases consumer loyalty. Keywords: loyalty, satisfaction, service quality

scholarly journals Pengaruh Kualitas Pelayanan Terhadap Kepuasan Nasabah Bank Syariah Mandiri di Banjarmasin Kalimantan Selatan

2019 ◽  
Vol 2 (1) ◽  
Author(s):  
Restu Khaliq
Keyword(s):  
Structural Equation Modeling ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Random Sampling ◽  
Structural Equation ◽  
Sampling Technique ◽  
Analysis Data ◽  
Equation Modeling ◽  
Dominant Dimension

The purpose of this study was to determine whether there was a significant effect of CARTER's service quality consisting of compliance, assurance, reliability, tangible, empathy, and responsiveness to customer satisfaction at Bank Syariah Mandiri Banjarmasin. Structural Equation Modeling (SEM) by smartPLS was used in the analysis data of this research. The sample of this study was 100 respondents, taken by random sampling technique. Data was collected using a questionnaire. The results showed that there was a significant effect of CARTER service quality consisting of compliance, assurance, reliability, tangible, empathy, and responsiveness to customer satisfaction at Bank Syariah Mandiri Banjarmasin because all T-Statistics values were above 1,960. The most dominant dimension in influencing customer satisfaction is a dimension of compliance regarding the application of Islamic sharia principles.Keywords: Service Quality, Customer Satisfaction, CARTERTujuan penelitian ini adalah untuk mengetahui apakah ada pengaruh yang signifikan dari kualitas pelayanan CARTER yang terdiri dari compliance, assurance, reliability, tangible, empathy, dan responsiveness terhadap kepuasan nasabah pada Bank Syariah Mandiri Banjarmasin. Structural Equation Modeling (SEM) menggunakan smartPLS digunakan dalam analisis data penelitian ini. Sampel penelitian ini sebesar 100 orang responden diambil dengan teknik random sampling. Data dikumpulkan menggunakan angket. Hasil penelitian menunjukkan bahwa terdapat pengaruh yang signifikan dari kualitas pelayanan CARTER yang terdiri dari compliance, assurance, reliability, tangible, empathy, dan responsiveness terhadap kepuasan nasabah pada Bank Syariah Mandiri Banjarmasin karena seluruh nilai T-Statistics berada diatas 1,960. Dimensi yang paling dominan dalam mempengaruhi kepuasan nasabah adalah dimensi compliance tentang penerapan prinsip syariah Islam.Kata Kunci: Kualitas Pelayanan, Kepuasan Pelanggan, CARTER

scholarly journals Analisis Pengaruh E-Service Quality Dan Perceived Value Terhadap Kepuasan Pelanggan Dan Loyalitas Pelanggan Layanan Internet Indihome

2019 ◽  
Vol 3 (1) ◽  
Author(s):  
Lia Arisyanti Ndun
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Random Sampling ◽  
Structural Equation ◽  
Strong Influence ◽  
Perceived Value ◽  
Sampling Technique ◽  
Equation Modeling ◽  
Internet Service

The purpose of this study was to analyze the effect of e-service quality and perceived value towards customer satisfaction and its impact towards customer loyalty for IndiHome customers and internet service customers. Using random sampling technique, the questionnaire was well-collected and was used in data processing using the Structural Equation Modeling (SEM) method with the Smart PLS program. This analysis was conducted on 135 respondents as customers of IndiHome's internet service. Variables that are used in this study were e-service quality, perceived value, customer satisfaction and customer loyalty. Based on the results of the study, it was found that e-service quality and perceived value have influence towards customer satisfaction, customer satisfaction have strong influence towards customer loyalty, yet e-service quality and perceived value have weak indirect influence towards customer loyalty.

scholarly journals FORMING CUSTOMER LOYALTY THROUGH FACTORS IN MEDIATION OF CUSTOMER SATISFACTION

2021 ◽  
Vol 2 (2) ◽  
pp. 233-249
Author(s):  
Agung Hudaya
Keyword(s):  
Structural Equation Modeling ◽  
Data Analysis ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Random Sampling ◽  
Structural Equation ◽  
Sampling Technique ◽  
Simple Random Sampling ◽  
Equation Modeling

The purpose of this study is to determine how price, service quality, customer satisfaction on customer loyalty and how much influence, price, service quality on customer satisfaction which has implications for customer loyalty. The sample used in this study amounted to 100 respondents who were taken by simple random sampling technique. Data analysis in this study used Structural Equation Modeling (SEM) which was carried out with the help of the SEM program from Smart PLS 3.0. Besides, this research also proves that the price variable will affect customer satisfaction, then the price will also affect customer loyalty, as well as service quality affects customer satisfaction and will also affect customer loyalty. and also the mediating variable of customer satisfaction which will affect customer loyalty. Blanja.com in Jakarta.

scholarly journals TINGKAT LITERASI KEUANGAN DAN FINANCIAL TECHNOLOGY PADA PELAKU USAHA MIKRO, KECIL, DAN MENENGAH (UMKM) KABUPATEN KUNINGAN

2020 ◽  
Vol 5 (2) ◽  
pp. 97-108
Author(s):  
Amir Hamzah ◽  
Dadang Suhardi
Keyword(s):  
Financial Literacy ◽  
Random Sampling ◽  
Structural Equation ◽  
Sampling Technique ◽  
Financial Knowledge ◽  
Financial Behavior ◽  
Equation Modeling ◽  
Analysis Method ◽  
Positive Effect ◽  
Financial Technology

The purpose of this study is to examine the level of financial literacy and financial technology of SMEs in Kuningan Regency. The sample of this study were 250 SMEs. Sampling is done by Probability sampling with proportional random sampling technique. The data analysis method with Structural Equation Modeling (SEM). From the results of the study it was found that financial attitude has positive effect on financial technology, financial behavior has positive effect on financial technology, financial knowledge has  positive effect on financial technology, financial technology has positive effect on financial inclusion.Thus, in order to achieve the level of financial literacy and financial technology in SMEs increases, SMEs must pay attention to the level of financial attitude, financial behavior, financial knowledge, financial technology so that SMEs financial inclusion also increases.

Determination Loyalty Based on Service Quality, Customer Satisfaction and Trust at Pt. Bpr Bukit Tanjung Badung

2018 ◽  
Vol 9 (02) ◽  
pp. 20473-20484 ◽  
Author(s):  
I Made Ngurah Oka Mahardika ◽  
Dr. I Nengah Suardhika, SE., MM ◽  
Dr. I Nengah Landra, SE., MM
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Competitive Advantage ◽  
Customer Loyalty ◽  
Financial Services ◽  
Consumer Satisfaction ◽  
Structural Equation ◽  
Sampling Technique ◽  
Equation Modeling ◽  
Sustainable Competitive Advantage

Every company must have a competitive advantage to win the market. Important factor to be considered by business actor is consumer satisfaction. Consumer satisfaction must be a guideline to guide the entire organization in order to be able to meet customer satisfaction in order to become a sustainable competitive advantage. Satisfied customers will be willing to recommend to others to take advantage of BPR facilities. The purpose of this study is to test and confirm the relationship between service quality, satisfaction, trust and loyalty, in the financial services company PT. BPR Bukit Tanjung Badung. Respondents in this research are the condition of routine transactions at least 2 times and has a minimum balance of Rp.500.000,-. The number of respondents in this study determined 93 respondents by using sampling technique called proportional random sampling. This research uses Structural Equation Modeling (SEM) analysis with SMARTPLS 3 program. The results of this study indicate that: 1) Service quality has a positive and significant impact on customer satisfaction, 2) Service quality has a positive and significant impact on customer confidence, 3) Service quality has positive but insignificant effect on customer loyalty, 4) satisfaction has positive and significant on customer loyalty, 5) satisfaction has a positive and significant impact on customer trust, 6) trust positively and significantly influence on customer loyalty.

TRANSPARANSI PAJAK DAN KEPERCAYAAN WAJIB PAJAK TERHADAP KEPATUHAN WAJIB PAJAK (SURVEI PADAWAJIB PAJAK KOTA DKI JAKARTA)

2019 ◽  
Vol 4 (1) ◽  
pp. 1-18
Author(s):  
Madjidainun Rahma
Keyword(s):  
Structural Equation Modeling ◽  
Random Sampling ◽  
Structural Equation ◽  
Sampling Technique ◽  
Target Population ◽  
Partial Least Square ◽  
Least Square ◽  
Equation Modeling ◽  
Research Results ◽  
Positive Effect

This research aims to identify and examine the effect of the Tax Transparency and Trust Taxpayers Against the Taxpayer Compliance existing areas of Jakarta. The method used is descriptive and associative. Target population studied is Unit in Unit 14 Analysis of the Tax Office in the region of Jakarta. Sampling technique used is random sampling. Model influence analyzed using SEM (Structural Equation Modeling ) with alternative method PLS ( Partial Least Square ) which is aimed at testing the Influence between Tax Transparency and Trust Taxpayers Against the Taxpayer Compliance that there diunit analysis has been given permission to conduct research. Results of the analysis showed that partially Tax Transparency and unsignificant positive effect on the Taxpayer Compliance. Similarly, the Trust Taxpayers partially positive and significant impact to the Taxpayer Compliance . Simultaneously Transparency and Trust Tax Taxpayers Against the Taxpayer Compliance effect, this means that the Tax and Trust trades Taxpayers together will increase the Taxpayer Compliance.   Keywords: Tax Transparency, Trust, Taxpayer Compliance.     Penelitan ini bertujuan untuk mengetahui dan menguji pengaruh Transparansi Pajak dan Kepercayaan Wajib Pajak Terhadap Kepatuhan Wajib Pajak yang ada wilayah DKI Jakarta. Metode yang digunakan adalah deskriptif dan asosiatif. Populasi target yang diteliti ialah Satuan Kerja yang ada di Unit Analisis 14 Kantor Pelayanan Pajak diwilayah DKI Jakarta. Teknik sampel yang digunakan ialah random sampling. Model pengaruh di analisa menggunakan analisis SEM (Structural Equation Modeling) dengan metode alternative PLS (Partial Least Square) yang bertujuan menguji Pengaruh antara Transparansi Pajak dan Kepercayaan Wajib Pajak Terhadap Kepatuhan Wajib Pajak yang ada diunit analisis yang telah diberi ijin untuk melakukan penelitian. Hasil analisis menunjukan bahwa Transparansi Pajak secara parsial berpengaruh positif dan tidak signifikan terhadap Kepatuhan Wajib Pajak. Begitu pula dengan Kepercayaan Wajib Pajak yang secara parsial berpengaruh positif dan signifikan terhadap Kepatuhan Wajib Pajak. Secara simultan Transparansi Pajak dan Kepercayaan Wajib Pajak berpengaruh Terhadap Kepatuhan Wajib Pajak, hal ini berarti bahwa dengan Transakasi Pajak dan Kepercayaan Wajib Pajak bersama-sama maka akan meningkatkan Kepatuhan Wajib Pajak.

scholarly journals Analisis Pengaruh Orientasi Kewirausahaan, Inovasi, dan Kapabilitas Pemasaran terhadap Keunggulan Bersaing pada UKM Olahan Ikan di Semarang

2021 ◽  
Vol 23 (1) ◽  
pp. 21-30
Author(s):  
Lisda Rahmasari
Keyword(s):  
Structural Equation Modeling ◽  
Competitive Advantage ◽  
Structural Equation ◽  
Sampling Technique ◽  
Population Data ◽  
Sem Analysis ◽  
Equation Modeling ◽  
Analysis Tool ◽  
Marketing Capabilities ◽  
Research Population

This study aimed to find out the influence of entrepreneurial orientation, innovation and marketing capabilities on competitive advantage. The research population comprised Fish Processing Business in Semarang City. The sample was selected by means of the purposive sampling technique. The sample was 100 companies. The data were collected by a questionnaire, interviews, and documentation. This research uses Structural Equation Modeling (SEM) analysis technique using AMOS 24.0 analysis tool. The test results using Structural Equation Modeling (SEM) analysis techniques indicate that the model is in accordance with population data. The results of the study showed that entrepreneurship oriented , innovation and marketing capabilities had a significant positive effect on competitive advantage. Used by analyzer for example validity test, test reliabilitas, and hipotesis test use modelling equation structural (SEM).

The Effect of E-Service Quality on Football Fan Satisfaction and Fan Loyalty Toward the Websites of Their Favorable Football Teams

2018 ◽  
pp. 470-485 ◽  
Author(s):  
Javad Khazaei Pool ◽  
Ali Dehghan ◽  
Hadi Balouei Jamkhaneh ◽  
Akbar Jaberi ◽  
Maryam Sharifkhani
Keyword(s):  
Service Quality ◽  
Random Sampling ◽  
Structural Equation ◽  
Marketing Research ◽  
Strong Support ◽  
Equation Modeling ◽  
Valuable Insight ◽  
Electronic Service ◽  
Sports Club ◽  
Insight Into

The purpose of the current study was to examine the effect of electronic service quality on fan satisfaction and fan loyalty in the online environment. Selection of three hundred and fifty-six fans of a famous sports club was through random sampling using the club's website. AMOS used structural equation modeling for data analysis. Results provided strong support on the effect of electronic service quality (E-S-QUAL) on fan satisfaction and fan loyalty toward the website of their favorable football teams. Business enterprises have well researched e-service quality and loyalty. However, limited research exists in the sports context. This paper provides valuable insight into the measurement of e-service quality and fan loyalty in the sport and offers a foundation for future marketing research.

scholarly journals Improvement Strategy of Competitive Advantage and Marketing Performance of Public Market

2018 ◽  
Vol 4 (2) ◽  
pp. 120
Author(s):  
Endah Budiarti
Keyword(s):  
Service Quality ◽  
Competitive Advantage ◽  
Customer Relationship Management ◽  
Structural Equation ◽  
Relationship Management ◽  
Customer Relationship ◽  
Equation Modeling ◽  
The Public ◽  
Marketing Performance ◽  
Public Market

The purpose of this research is to analyze and prove the influence of customer relationship management (CRM), service quality and entrepreneurship orientation to competitive advantage and marketing performance and to analyze and prove the influence of competitive advantage to marketing performance of the public market in East Java Province. The object of this research is the whole market unit of the public in East Java Province spread over 29 regencies and 9 cities in East Java Province amounting to 335 units of the public market. The unit of analysis (analysis unit) in this research is a revitalized public market that is 67 public market in East Java Province. While the observation unit is a trader or tenant of a community market stand in East Java Province. The number of public market traders in the market that has been revitalized today is 25,000. In this study, researchers measured the marketing performance of the Public market in East Java Province based on the perception of the trader or tenant stand, so the measure of marketing performance is perceptual. The sample used is 190 merchants. The number is spread across 67 units of the public market in East Java Province. The model to be used in this research is the model of causality or relationship. To test the proposed hypothesis, the analysis technique uses SEM (Structural Equation Modeling), with AMOS statistic software. The results of hypothesis testing: Customer relationship management, Quality of service and entrepreneurial orientation significantly influence the competitive advantage of the market public in East Java Province. Customer relationship management and service quality significantly influence the marketing performance of the public market in East Java Province, while the orientation of entrepreneurship has no significant effect on marketing performance of the public market in East Java Province. Competitive advantage influences the marketing performance of public market significantly in East Java Province.

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