scholarly journals PENGARUH BAURAN PEMASARAN TERHADAP KEPUASAN DAN KEPERCAYAAN SERTA DAMPAKNYA PADA LOYALITAS KONSUMEN

2019 ◽  
Vol 16 (2) ◽  
pp. 109
Author(s):  
Aep Nurbani ◽  
Heru Mulyanto ◽  
Mursida Kusuma Wardani ◽  
Meli Andriyani
Keyword(s):  
Customer Satisfaction ◽  
Structural Model ◽  
Model Analysis ◽  
Marketing Mix ◽  
Equation Model ◽  
Exogenous Variable ◽  
Large Impact ◽  
Consumer Loyalty ◽  
Endogenous Variables

Marketing mix and customer satisfaction are two of the factors that are thought to be relatively large in influencing trust and have a large impact on loyalty. To prove the effect of each variable, this research was conducted with the aim to determine the effect of marketing mix, satisfaction and trust and its impact on loyalty. This research was conducted at Harvest City Housing by taking a sample of 100 consumers as research samples. The research used in this study is a causal type explanatory research that seeks to test the influence of variables in a structural model. The study was conducted by testing one exogenous variable and three endogenous variables. The research resulted in the findings of the model analysis results are feasible due to the influence of marketing mix, satisfaction and trust and their impact on consumer loyalty in the equation model 0.805 MM + 1-0.83 R2 = 0.17, 0.440 MM + 0.364 SC + error 0.89 R2 0.11 and 0.137 MM + 0.223 SC + 0.519 TR + error 0.82 R2 0.18 where: 1) The marketing mix affects satisfaction. 2) Marketing mix influences trust. 3). The marketing mix has no effect on loyalty. 4). Satisfaction does not affect Trust 5) Satisfaction does not affect loyalty. 6). Trust influences loyalty. Based on these findings, it is suggested to improve loyalty to improve the quality of the marketing mix, customer satisfaction and trust. Keywords : Marketing Mix, Satisfaction, Trust and Loyalty.

scholarly journals Analysis of Marketing Mix on Consumer Loyalty: Empirical Study of Customer Satisfaction of Local Product

2021 ◽  
Vol 1 (3) ◽  
pp. 160-168
Author(s):  
Sonya Lisabel Malelak ◽  
Budi Setiawan ◽  
Silvana Maulidah
Keyword(s):  
Customer Satisfaction ◽  
Consumer Satisfaction ◽  
Marketing Mix ◽  
Consumer Loyalty ◽  
Product Price ◽  
Local Product ◽  
Beef Products ◽  
Place Promotion ◽  
Product Control

The purpose of this study is to analyze the effect of marketing mix on local product consumer satisfaction, to analyze the effect of marketing mix on consumer loyalty of local products and to analyze the indirect effect of marketing mix on consumer loyalty. This study used 140 respondents and the data were processed using SEM-WarPLS analysis. The results showed that the marketing mix: variable product, price, place, promotion directly has a positive and significant effect on the variable customer satisfaction. Marketing mix: product, price, promotion variables directly have a positive and significant effect on consumer loyalty. place variable has a positive and insignificant effect on consumer loyalty. The importance of maintaining the quality of smoked beef products is emphasized in this study by paying close attention to the processed ingredients and packaging that are unique, as well as periodic product control. This is done so that the products produced can survive in the market and face competitors, as well as to establish more consistent pricing policies so that prices can be more competitive.

scholarly journals Persepsi Bauran Pemasaran terhadap Kepuasan Konsumen dan Hubungannya dengan Minat Berkunjung Ulang pada Mangsi Coffee

2019 ◽  
pp. 175
Author(s):  
NI WAYAN VIVI OVITA ◽  
I G A OKA SURYAWARDANI ◽  
I DEWA GEDE AGUNG
Keyword(s):  
Customer Satisfaction ◽  
Marketing Strategy ◽  
Consumer Satisfaction ◽  
Market Competition ◽  
Marketing Mix ◽  
Equation Model ◽  
P Value ◽  
Coffee Shop ◽  
Endogenous Variables ◽  
Intention To Revisit

Perception of Marketing Mix on Consumer Satisfaction and The Relations withIntention to Revisit in Mangsi CoffeeMangsi Coffee is one coffee shop in Denpasar area, as one of the tourism facilities inBali. Rapid market competition resulted in Mangsi needing to pay attention to customersatisfaction. Consumer satisfaction is measured through consumer perceptions byassessing the marketing strategies that have been applied. The purpose of this study is toidentify indicators forming marketing mix variables that affect customer satisfaction andits relationship with intention to revisit in Mangsi Coffee. This research was conductedat Mangsi Coffee Sanur and Merdeka with 100 respondents. The analysis used isStructural Equation Model (SEM). The results showed that the product variable wasformed by 5 brand indicators, taste, presentation, aroma, and product variation. Pricevariables are formed by 3 indicators, namely affordability, price suitability, and pricecompetitiveness. Promotion variables are formed by 4 indicators of service, media,quality, and quantity of promotion. Place variables are formed by 4 indicators ofcomfort, decoration, cleanliness and service. The results of the direct influence ofexogenous variables on endogenous variables with a significant level is 5% (0.05)indicate that all direct relationships have a significant and positive effect. The influenceof the most significant marketing mix variables on customer satisfaction is thepromotion variable is 21.7% (0.217) with p-Value is 0.065. The effect of variablecustomer satisfaction on intention to revisit is 77.3% (0.773) with a p-Value is 0.000.The results showed that consumer satisfaction at Mangsi Coffee was good but anevaluation of marketing strategy was needed if a marketing strategy was changed.

Memperkuat Loyalitas Melalui Kepercayaan, Kepuasan Dan Komitmen Studi Pada Nasabah PT. Bank Cimb Niaga

Liquidity ◽  
2018 ◽  
Vol 4 (1) ◽  
pp. 43-52 ◽  
Author(s):  
Sri Widyastuti
Keyword(s):  
Customer Satisfaction ◽  
Relationship Quality ◽  
Structural Equation Model ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Positive Influence ◽  
Equation Model ◽  
Survey Method ◽  
Branch Office

Customer loyalty is ‘suspected’not been able to optimizationrepetition of transactions, customer recommendation and durability with the establishment relationship quality of the trust, customer satisfaction and commitment. Therefore, research conducted on Bank CIMB Niaga aims to determine the extent of the trust, and commitment to customer satisfaction can increase X-tra and TabunganKU savings customer loyalty. This research is verification and the method of research is explanatory survey method, the sample is 160 customer X-tra and tabunganKU savings in the branch office Bank CIMB Niaga Bintaro. The analytical method used is structural equation model. The results showed loyalty can be achieved with relationship quality for customers through the establishment of trust, and commitment to customer satisfaction, which all three have a positive influence. Therefore, the management of Bank CIMB Niaga need to improve their ability in trust, satisfactionand commitmentwith the bank's customers to become increasingly favored customers.

scholarly journals Antecedents of Customers Loyalty towards Go-Jek Service

Telaah Bisnis ◽  
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.

scholarly journals A Structural Equation Model for Analysis of Factors Associated with the Choice of Engineering Degrees in a Technical University

2013 ◽  
Vol 2013 ◽  
pp. 1-7 ◽  
Author(s):  
Antonio Hervás ◽  
Joan Guàrdia Olmos ◽  
Maribel Peró Cebollero ◽  
Roberto Capilla Lladró ◽  
Pedro Pablo Soriano Jiménez
Keyword(s):  
Structural Equation ◽  
Structural Model ◽  
New Technologies ◽  
Equation Model ◽  
First Year ◽  
First Year Students ◽  
Engineering Degree ◽  
First Choice ◽  
The Individual

Many different factors are taken into account by students when choosing a degree and university. Some of these are general considerations, such as the quality of the degree course (ratio of available places/places in first choice, cut-off mark, etc.), while others are subjective factors (e.g., friends doing the same course). This paper presents a partial multivariate model that considers the weight of the different variables linked to this decision, as identified in the bibliography. We analyzed four samples of first-year students (totaln=1790) from different engineering degree courses at the Universitat Politècnica de València (UPV) in the 2010-2011 and 2011-2012 academic years. All the students involved in the study had chosen this university and their courses as their first option. The overall effect shows that the structural model adjusts reasonably well to the different engineering courses analyzed. Similarly, the individual models for each engineering degree manage to identify the different effects involved. In the case of the engineering degree based on new technologies (ICT), the statistical effects are much greater and more statistically significant than in the other three branches of engineering considered. Social and individual factors were seen to have more impact on the choice of ICT degrees at the UPV.

scholarly journals CUSTOMER PERCEPTION ON SERVICE QUALITY TOWARDS TOURISM CUSTOMER SATISFACTION IN MALAYSIAN MARINE TOURISM SECTOR

2021 ◽  
Vol 37 (3) ◽  
pp. 792-799
Author(s):  
Mohammad Arije ULFY ◽  
◽  
Md Suliman HOSSIN ◽  
Md Wasiul KARIM ◽  
Fatin Husna Binti SUIB ◽  
...  
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Structural Model ◽  
Measurement Model ◽  
Tourism Industry ◽  
Partial Least Square ◽  
Least Square ◽  
Marine Tourism ◽  
Tourism Sector

Marine based tourism has emerged as a subject of concern in the area of ocean and coastal management. Today, demand for marine tourism has increased dramatically and is highlighted as one of the new horizons and fastest-growing sectors in the world’s tourism industry. Malaysia is indeed one of the countries with the most beautiful and diversified marine life. The fundamental purpose of this study is to examine the satisfaction of tourists towards the service quality of marine tourism in Malaysia. The development of the research framework is based on the SERVQUAL model. A total of 300 responses were received from the Klang Valley area of Malaysia. For the purpose of processing and analyzing the data, Partial Least Square (PLS-SEM) method was employed. By applying a two-step approach, the study assesses the measurement model and the structural model. Findings from the survey reveal that assurance, tangibility, empathy, reliability, and responsiveness have a significant positive relationship with customer satisfaction thus these factors describe the customer satisfaction adequately. This study would enable policymakers and tourism companies to develop policies to improve customer satisfaction by increasing the quality of service.

scholarly journals Analisis atribut kualitas jasa layanan terhadap kepuasan anggota pada KPRI "KOPPENDA" Kabupaten Sleman

2021 ◽  
Vol 2 (2) ◽  
pp. 62-72
Author(s):  
Fajar Santoso
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Competitive Advantages ◽  
Consumer Loyalty ◽  
Excellent Quality ◽  
Excellent Service ◽  
Member Satisfaction

Service quality can be relied upon as one of the competitive advantages in increasingly fierce business competition. Excellent service quality is proven to be able to create consumer loyalty, because excellent quality is often synonymous with customer satisfaction; and in the end, through customer satisfaction the company will gain long-term profits.The purpose of this research is to find out: (1) How is the level of member satisfaction with the service quality of KPRI "KOPPENDA" Kab. Klaten; (2) What is the most dominant variable in influencing the level of member satisfaction with the service quality of KPRI "KOPPENDA" Kab. Klaten.Based on the results of the study, it can be concluded that: (1) The level of member satisfaction with the service quality of KPRI "KOPPENDA" Kab. Klaten is low; (2) The most dominant variable in influencing the level of member satisfaction with the service quality of KPRI "KOPPENDA" Kab. Klaten is Reliability

scholarly journals Effect of Service Quality Dimension and Marketing Mixed Dimension of Consumer Loyalty with Consumer Satisfaction as Mediation

2019 ◽  
Vol 6 (5) ◽  
pp. 768
Author(s):  
Yohanes Andrianto ◽  
Singgih Santoso
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Consumer Satisfaction ◽  
Structural Equation ◽  
Marketing Mix ◽  
Equation Modeling ◽  
Consumer Loyalty ◽  
Central Java ◽  
The Face ◽  
Mixed Dimension

The phenomenon of the emergence of many souvenir shops in the Purbalingga area of Central Java has resulted in increasingly strong business competition. In order to survive in the face of competition, business actors need to pay attention to important aspects in running their business. The author takes several aspects, namely the dimensions of service quality (physical evidence, reliability, responsiveness, assurance, empathy) and the dimensions of the marketing mix (products, prices, places, promotions) that can influence customer loyalty with customer satisfaction as mediation. The author makes the Original Nopia Shop as a research object because the shop is one of the souvenir shops that are quite old and famous in the Purbalingga area. The design of this study was a survey using a questionnaire distributed to 200 respondents of Original Nopia Store customers with a purposive random sampling method. Research variables were analyzed using Structural Equation Modeling (SEM) and obtained the following results: (1) Service quality significantly influences customer satisfaction, (2) Marketing Mix does not significantly influence customer satisfaction, (3) Consumer satisfaction has a significant effect on consumer loyalty, (4) consumer satisfaction does not mediate between the influence of service quality on consumer loyalty, (5) consumer satisfaction is able to mediate between the influence of marketing mix on consumer loyalty, (6) consumer satisfaction does not mediate between the influence of service quality and marketing mix simultaneously towards consumer loyalty.

PENGARUH BRAND EXPERIENCE TERHADAP CUSTOMER SATISFACTION DAN CUSTOMER LOYALTY SOUR SALLY DI KOTA BANDUNG

2015 ◽  
Vol 10 (1) ◽  
pp. 57
Author(s):  
Ervina Jadeline
Keyword(s):  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Equation Model ◽  
Research Use ◽  
Brand Experience ◽  
Consumer Loyalty ◽  
Verification Method ◽  
Direct Observations ◽  
Positive Effect

ABSTRACT The purpose in this study was to determine the effect of brand experience on consumer loyalty, either directly or indirectly, through customer satisfaction. This research use ddescriptive method and verification method. Data collected throughdistribution of questionnaires, direct observations, as well aswithliterature. The data analyzed in this studyused Structural Equation Model (SEM). The results support the studies that have been done before, which shows that the brand experience positive effect on consumer loyalty both directly and indirectly, through customer satisfaction. Keywords: brand experience, customer satisfaction, customer loyalty ABSTRAK Tujuan dalam penelitian ini adalah untuk mengetahui pengaruh pengalaman merek terhadap loyalitas konsumen, baik secara langsung maupun tidak langsung, yaitu melalui kepuasan konsumen. Penelitian ini menggunakan metode deskriptif dan juga verifikatif. Pengumpulan data dilakukan melalui pembagian kuesioner, observasi secara langsung, maupun dengan studi pustaka. Pengolahan data dalam penelitian ini menggunakan model persamaan struktural. Hasil penelitian ini mendukung penelitian-penelitian yang telah dilakukan sebelumnya, yang menunjukkan bahwa pengalaman merek berpengaruh secara positif terhadap loyalitas konsumen baik secara langsung maupun tidak langsung, yakni melalui kepuasan konsumen. Kata Kunci: pengalaman merek, loyalitas konsumen, kepuasan konsumen

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