PENGARUH E-SERVICE QUALITY TERHADAP E-CUSTOMER SATISFACTION WEBSITE START-UP KAOSYAY

Pertumbuhan pesat pangsa pasar e-commerce di Indonesia memang sudah tidak bisa diragukan lagi. Untuk menghadapi intensitas tantangan yang semakin berat, perusahaan dalam menjalankan bisnisnya dituntut berfikir kreatif untuk menemukan berbagai terobosan strategi yang mampu menciptakan sinergi yang memberikan kontribusi optimal bagi pencapaian tujuan perusahaannya. Oleh karena itu, maka penting diadakannya penelitian untuk mengetahui bagaimana pengaruh kualitas layanan terhadap kepuasan pelanggan pada pelanggan situs berbelanja online kaosyay.com Penelitian ini dilakukan untuk mengukur penilaian pelanggan terhadap variabel e-service quality dan e-customer satisfaction. Selain itu, penelitian ini bertujuan untuk mengevaluasi pengaruh variabel e-service quality dan e-customer satisfaction. Jenis penelitian yang digunakan pada penelitian ini adalah deskriptif kausal. Item kuesioner yang digunakan sebanyak 28 item. Pengumpulan data dilakukan dengan cara penyebaran kuesioner kepada pengguna dari situs berbelanja online kaosyay.com yang telah mengakses kaosyay dengan jumlah sampel sebanyak 30 orang yang ditentukan dengan metode nonprobability purposive sampling. Teknik analisis data yang digunakan adalah Structural Equation Model dengan tingkat signifikansi 5%. Hasil yang diperoleh pada penelitian ini adalah e-service quality berpengaruh positif dan signifikan terhadap e-customer satisfaction. Adapun saran bagi perusahaan adalah dengan meningkatkan e-service quality baik dari segi manajemen dan infrastruktur, lebih memperhatikan proses pelayanan kepada pelangggan, dan meningkatkan pelayanannya. Saran bagi peneliti selanjutnya adalah dapat menyempurnakan dengan teori dan data yang lebih baik dan penelitian tidak hanya pada sektor e-commerce tapi juga pada bidang bisnis berbasis teknologi lainnya.

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Antecedents of Customers Loyalty towards Go-Jek Service

Telaah Bisnis ◽

10.35917/tb.v21i2.188 ◽

2021 ◽

Vol 21 (2) ◽

pp. 69

Author(s):

Helmy Ilham Nugraha ◽

Anas Hidayat ◽

Putra Endi Catyanadika ◽

Sri Rejeki Ekasasi

Keyword(s):

Customer Satisfaction ◽

Service Quality ◽

Structural Equation Model ◽

Customer Loyalty ◽

Structural Equation ◽

Equation Model ◽

Sem Analysis ◽

Website Design ◽

Consumer Loyalty ◽

Purposive Sampling

Service quality is one of the biggest factors in determining consumer loyalty. The aim of this study is to analyze how the Go-Jek service quality an influence customer satisfaction in shaping customer loyalty to the Go-Jek company. This research is quantitative and the variables examined in this study are website design, reliability, trust, customer satisfaction, to support consumer loyalty. This research was conducted in Yogyakarta and the data was collected using a questionnaire based on a Likert-scale, and the taking method uses purposive sampling with 300 respondents. Data were then analyzed using structural equation model (SEM) analysis with the help of WarpPLS software. The results of the study show that the effect of e-service quality on customer loyalty to the Go-Jek company were positive and significant.

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Pengaruh E-Service Quality terhadap Customer Satisfaction dan Loyalty pada Pengguna Gopay di Indonesia

REMIK (Riset dan E-Jurnal Manajemen Informatika Komputer) ◽

10.33395/remik.v4i2.10532 ◽

2020 ◽

Vol 4 (2) ◽

pp. 11

Author(s):

Miranda Berliana ◽

Dinda Amanda Zulestiana

Keyword(s):

Customer Satisfaction ◽

Service Quality ◽

Structural Equation Model ◽

Customer Loyalty ◽

Structural Equation ◽

Equation Model

Abstrak: Pada era modern saat ini kemajuan teknologi semakin berkembang pesat dan membawa kita kepada arah basis digital dan mobile. Fenomena tersebut dimanfaatkan oleh industri perbankan untuk berinovasi dalam hal pembayaran secara elektronik yang biasa kita sebut dengan e-money. Uang elektronik muncul dipicu dengan adanya tuntutan dari masyarakat saat ini. Sistem pembayaran yang ada saat ini dituntut untuk dapat melayani setiap kebutuhan masyarakat dalam pemindahan dana dengan efektif dan efisien. Salah satu inovasi yang diluncurkan saat ini adalah Gopay, metode pembayaran berbasis server yang dikeluarkan oleh Gojek Indonesia. Penelitian ini memiliki tujuan yaitu menentukan efek e-service quality pada customer satisfaction dan customer loyalty pelanggan Gopay di Indonesia. Kuesioner dikumpulkan secara online dengan menggunakan google form sebanyak 400 responden. Pengolahan data menggunakan Structural Equation Model (SEM) dengan menggunakan bantuan program AMOS 24. Berdasarkan hasil penelitian ditemukan bahwa e-service quality memiliki pengaruh positif terhadap customer satisfaction, yang dimana customer satisfaction sendiri memiliki pengaruh yang positif terhadap customer loyalty, namun ditemukannya ketidak pengaruhan yang positif bagi e-service quality terhadap customer loyalty.

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PENGARUH SERVICE ENCOUNTER DAN EXPERIENTAL VALUE TERHADAP CUSTOMER SATISFACTION (STUDI KASUS MATAHARI DEPARTMENT STORE MATOS MALANG)

Jurnal Manajemen Indonesia ◽

10.25124/jmi.v18i1.1255 ◽

2018 ◽

Vol 18 (1) ◽

Author(s):

Nuri Purwanto

Keyword(s):

Customer Satisfaction ◽

Structural Equation Model ◽

Physical Environment ◽

Structural Equation ◽

Department Store ◽

Equation Model ◽

Service Encounter ◽

Purposive Sampling ◽

Service Excellence ◽

Personal Interaction

Tujuan penelitian ini adalah untuk mengetahui dan menganalisis pengaruh service encounter terhadap experiental value, serta pengaruh experiental value terhadap customer satisfaction. Responden adalah 115 orang yang pernah melakukan transaksi pembelian di Matahari Department store MATOS Malang minimal 1 kali dalam 1 bulan. Teknik pengambilan sampel mengunakan purposive sampling dan metode analisia data menggunakan Teknik Structural Equation Model. Hasil penelitian ini menemukan: Dari hasil pembahasan yang tertulis di atas, dapat ditarik beberapa kesimpulan yaitu : Personal Interaction Encounters berpengaruh positif dan signifikan terhadap Efficiency, Personal Interaction Encounters berpengaruh positif dan signifikan terhadap Service Excellence, Physical Environment Encounters berpengaruh negatif dan tidak signifikan terhadap Aesthetic, Physical Environment Encounters berpengaruh positif dan signifikan terhdap Playfulnes, Efficiency berpengaruh negatif dan tidak signifikan terhadap Customer Satisfaction, Service Excellence berpengaruh positif dan signifikan terhadap Customer Satisfaction, Aesthetic berpengaruh negatif dan tidak signifikan terhadap Customer Satisfaction dan yang terakhir Playfulnes berpengaruh positif dan tidak signifikan terhadap Customer Satisfaction.

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PENGARUH HARGA, PROMOSI DAN KUALITAS PELAYANAN TERHADAP BRAND IMAGE GRAB DENGAN KEPUASAN KONSUMEN

E-Jurnal Manajemen Universitas Udayana ◽

10.24843/ejmunud.2021.v10.i01.p05 ◽

2021 ◽

Vol 10 (1) ◽

pp. 82

Author(s):

Ida Bagus Putra Pradnyana ◽

I Gusti Ngurah Putra Suryanata

Keyword(s):

Customer Satisfaction ◽

Service Quality ◽

Structural Equation Model ◽

Structural Equation ◽

Sampling Method ◽

Brand Image ◽

Equation Model ◽

Test Results ◽

Price Promotion ◽

Analysis Technique

The purpose of this study was to determine the effect of price, promotion and service quality and customer satisfaction on brand image. The population in this study are people in Denpasar City who use the Grab application. The number of samples obtained is 100 respondents using the Lemeshow formula, which has been determined by the non-probability sampling method, namely incidental sampling. The analysis technique used is the statistical method of Structural Equation Model (SEM). The test results show that the variables of price, promotion, service quality and customer satisfaction have an effect on brand image. Keywords: price, promotion, service quality, customer satisfaction, brand image

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PENGARUH EXPERIENTIAL MARKETING TERHADAP CUSTOMER SATISFACTION SERTA DAMPAKNYA PADA CUSTOMER LOYALTY (Survei pada Pengguna Smartphone di Komunitas Online Apple dan Samsung Regional Bandung)

Journal of Business Management Education (JBME) ◽

10.17509/jbme.v1i1.2284 ◽

2016 ◽

Vol 1 (1) ◽

pp. 149-159 ◽

Cited By ~ 1

Author(s):

Eva Devindiani ◽

Lili Adi Wibowo

Keyword(s):

Customer Satisfaction ◽

Structural Equation Model ◽

Brand Equity ◽

Customer Loyalty ◽

Structural Equation ◽

Equation Model ◽

Experiential Marketing ◽

Purposive Sampling

Dalam persaingan pasar yang hiperkompetitif, loyalitas pelanggan menjadi hal terpentingbagi perusahaan dan mereknya untuk dapat bertahan dan memenangkan persaingantersebut. Bagi merek yang memiliki brand-equity kuat pun, seperti Apple dan Samsungpada kategori smartphone ini, loyalitas masih menjadi permasalahan karenakecenderungan konsumen untuk melakukan perpindahan merek semakin tinggi. Untukdapat menciptakan loyalitas pelanggan yang kuat, perusahaan dituntut untuk memuaskankonsumen secara maksimal, dan untuk memberikan kepuasan, perusahaan harusmenciptakan strategi yang memberikan pengalaman yang lebih dan berbeda dari pesaing.Upaya menciptakan pengalaman-pengalaman dengan menyentuh sisi emosional pelangganadalah dengan experiential marketing.Penelitian ini bertujuan untuk mengetahui gambaran kinerja experiential marketing,customer satisfaction, customer loyalty, dan mengetahui temuan mengenai seberapa besarpengaruh kinerja experiential marketing terhadap kepuasan dan loyalitas penggunasmartphone merek Apple dan Samsung di Kota Bandung. Objek dalam penelitian iniadalah member komunitas online Apple dan Samsung di Bandung. Jenis penelitian yangdigunakan adalah deskriptif, verifikatif, dan metode yang digunakan adalah explanatorysurvey dengan teknik purposive sampling, dengan jumlah sampel sebanyak 328 penggunasmartphone. Teknik analisa data yang digunakan adalah structural equation model denganalat bantu software komputer SPSS 21.0. Hasil yang diperoleh dalam penelitianmenyatakan bahwa kinerja experiential marketing berpengaruh terhadap kepuasanpengguna sebesar 0,614 dan tehadap loyalitas pengguna sebesar 0,624 Selanjunyapengaruh antara customer satisfaction terhadap customer loyalty sebesar 0,463. Pengujianhipotesis menunjukan bahwa kinerja experiential marketing memiliki pengaruh yangpositif dan signifikan baik terhadap kepuasan maupun loyalitas pengguna.

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PENGARUH KUALITAS PELAYANAN TERHADAP LOYALITAS NASABAH DENGAN KEPUASAN NASABAH SEBAGAI VARIABEL INTERVENING (PT BANK RAKYAT INDONESIA PERSERO TBK CABANG BANJARMASIN SAMUDERA)

Jurnal Bisnis dan Pembangunan ◽

10.20527/jbp.v10i2.10955 ◽

2021 ◽

Vol 10 (2) ◽

pp. 24

Author(s):

Nadia Mauliditta Septiana ◽

Dwi Wahyu Artiningsih ◽

Hairudinor Hairudinor

Keyword(s):

Customer Satisfaction ◽

Service Quality ◽

Structural Equation Model ◽

Customer Loyalty ◽

Structural Equation ◽

Hypothesis Test ◽

Equation Model ◽

Partial Least Square ◽

Least Square

The purpose of this study is to analyze the Effect of Service Quality on Customer Loyalty with Customer Satisfaction (Case Study of PT Bank Rakyat Indonesia Persero Tbk Banjarmasin Samudera Branch. The type used in this research is explanatory research because this research explains the causal relationship between research variables through the hypothesis test that has been formulated previously. The analytical method uses Structural Equation Model (SEM) with Partial Least Square (PLS) Program. The results of this study prove that Service Quality has no effect on Customer Satisfaction at BRI Bank Prince Samudera Banjarmasin Branch, while Customer Satisfaction has a positive and significant effect on Customer Loyalty. And Service Quality has a positive and significant effect on Customer Loyalty.The results of this study prove that Service Quality has no effect on Customer Satisfaction at BRI Bank Prince Samudera Banjarmasin Branch, while Customer Satisfaction has a positive and significant effect on Customer Loyalty. And Service Quality has a positive and significant effect on Customer Loyalty.Keywords: Service Quality, Customer Loyalty, and Customer Satisfaction

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Understanding the Service Quality and Customer Satisfaction of Mobile Banking in Bangladesh: Using a Structural Equation Model

Global Business Review ◽

10.1177/0972150918795551 ◽

2018 ◽

pp. 097215091879555 ◽

Cited By ~ 1

Author(s):

Abdul Gaffar Khan ◽

Reshma Pervin Lima ◽

Md Shahed Mahmud

Keyword(s):

Customer Satisfaction ◽

Service Quality ◽

Structural Equation Model ◽

Structural Equation ◽

Equation Model ◽

Mobile Banking

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MODEL TERINTEGRASI DARI KESETIAAN PELANGGAN PADA BANK PEMERINTAH

Jurnal Manajemen dan Pemasaran Jasa ◽

10.25105/jmpj.v7i2.797 ◽

2014 ◽

Vol 7 (2) ◽

pp. 1

Author(s):

Yunita Nila Dewi

Keyword(s):

Customer Satisfaction ◽

Service Quality ◽

Structural Equation Model ◽

Customer Loyalty ◽

Structural Equation ◽

Positive Influence ◽

Equation Model ◽

Sampling Techniques ◽

Font Size ◽

Quality Image

This study aimed to analyze the influences of service quality and image on customer loyalty from customer satisfaction that useful for marketing managers in making decisions for the company. This study was conducted on the state banks customers and took 200 customers becamesamples. This study used Structural Equation Model (SEM). The method used is a non probability sampling with purposive sampling techniques. Based on the results of this study is that there’s positive influence of service quality on customer satisfaction and influence of image on customer satisfaction. Furthermore, the customer satisfaction positive influence on customer loyalty, but there’s no positive influence of service quality on customer loyalty from customer satisfaction. Furthermore there’s no positive influence of image on customer loyalty from customer satisfaction. Keywords : Service Quality, Image, Customer Satisfaction, Customer Loyalty

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Surveying the music playback experience of museum audiences based on perceived quality and perceived value

The Electronic Library ◽

10.1108/el-03-2019-0061 ◽

2019 ◽

Vol 37 (5) ◽

pp. 878-892 ◽

Cited By ~ 1

Author(s):

Xuan Chen

Keyword(s):

Customer Satisfaction ◽

Service Quality ◽

Structural Equation Model ◽

Structural Equation ◽

Perceived Value ◽

Perceived Quality ◽

Equation Model ◽

Basic Theory ◽

Content Type ◽

Different Types

Purpose The improvement of museum service quality and efficiency is a hot issue in recent years. This paper aims to explore the influencing factors of museum audience satisfaction with music playing experience and provide empirical support for the improvement of museum service quality. Design/methodology/approach In this study, first, the basic theory of customer satisfaction and the basic theory of structural equation model are introduced. Different types of music have different effects on audience experience. At the same time, for different types of museums, different exhibition halls in the same museum and different types of exhibitions, the use of music should be tailored to local conditions. Then, a questionnaire survey is conducted to investigate the satisfaction of the audience of Hunan Museum with their music playing experience, and the survey data are collected and sorted out. Structural equation model (SEM) is used to study the customer satisfaction of Museum audiences' music playing experience, so as to find out the factors that have the greatest impact on the satisfaction and put forward corresponding improvement suggestions. Findings The results show that perceived value and perceived quality have the greatest impact on customer satisfaction. Research limitations/implications Museum audience satisfaction model involves many variables and has complex relationships. Therefore, there are still many shortcomings in this study. Practical implications Therefore, this study has important practical significance for museums to serve the society, improve the level of exhibition and realize their own value. By improving the exhibition environment and paying attention to the complaints of the audience, the satisfaction of the audience can be improved. Originality/value The structural equation model is applied to the study of museum customer satisfaction.

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