scholarly journals Quality Product And Excellent Service: The Impact of Repeat Savings Decision

2019 ◽  
Vol 15 (1) ◽  
pp. 46-53
Author(s):  
Paulus Wardoyo ◽  
Lia Kumalasari ◽  
Endang Rusdianti
Keyword(s):  
Product Quality ◽  
Structural Equation ◽  
Equation Modeling ◽  
Service Excellence ◽  
Analysis Technique ◽  
Quality Product ◽  
Excellent Service ◽  
Managerial Implications ◽  
Study Population ◽  
The Impact

The tight competition in the banking industry has forced management to be creative in serving customers. Research related to product quality and service excellence has been carried out, but the research is still done partially. This research combines product quality and service excellence by utilizing customer satisfaction as a mediating variable in the decision to save again. The study population was customers of deposit accounts. This study used purposive sampling, with a number of respondents as many as 125 people. The analysis technique used was structural equation modeling, the collected data was then processed using AMOS software. After analysis, all hypotheses submitted in this study were considered to be acceptable. The managerial implications of the research are that the service excellence provided by the bank must be a service that can truly be directly felt and provide benefits, so that it can satisfy customers.

Quality Product And Excellent Service: The Impact Of Repeat Savings Decision

2019 ◽  
Vol 15 (1) ◽  
pp. 46
Author(s):  
Paulus Wardoyo ◽  
Lia Kumalasari ◽  
Endang Rusdianti
Keyword(s):  
Product Quality ◽  
Structural Equation ◽  
Equation Modeling ◽  
Service Excellence ◽  
Analysis Technique ◽  
Quality Product ◽  
Excellent Service ◽  
Managerial Implications ◽  
Study Population ◽  
The Impact

The tight competition in the banking industry has forced management to be creative in serving customers. Research related to product quality and service excellence has been carried out, but the research is still done partially. This research combines product quality and service excellence by utilizing customer satisfaction as a mediating variable in the decision to save again. The study population was customers of deposit accounts. This study used purposive sampling, with a number of respondents as many as 125 people. The analysis technique used was structural equation modeling, the collected data was then processed using AMOS software. After analysis, all hypotheses submitted in this study were considered to be acceptable. The managerial implications of the research are that the service excellence provided by the bank must be a service that can truly be directly felt and provide benefits, so that it can satisfy customers.

Impact of Information Technology Risks on Information Systems Security: A Field Study of Telecommunication Companies in Yemen

2021 ◽  
Vol 27 (1) ◽  
pp. 125-157
Author(s):  
Mohammed A. Alrubaidi ◽  
Nabil Hassan Abdo Al-Hemyari
Keyword(s):  
Information Technology ◽  
Information Systems ◽  
Structural Equation ◽  
Negative Impact ◽  
Equation Modeling ◽  
Systems Security ◽  
Telecommunication Companies ◽  
Information And Communication ◽  
Study Population ◽  
The Impact

This study aimed to assess the impact of information technology risks on security of information systems by following an analytical method based on the structural equation modeling (SEM). The study population was seven telecommunication companies in Yemen. A questionnaire was distributed to 356 participants, but only 218 forms were valid for analysis. The data was analyzed by the partial least squares (PLS). The study findings revealed that information technology risks had a negative impact on the security of information systems. The study recommended that the security of information systems should be strengthened so as to maintain the confidentiality of information, its availability and safety from risks, and to cope with speedy developments in information and communication technology.

scholarly journals Building customer loyalty for light steel products “Kencana Truss” in Bali

2019 ◽  
Vol 6 (4) ◽  
pp. 156-168
Author(s):  
I Komang Adi Dana Wijaya ◽  
Ni Wayan Sri Suprapti
Keyword(s):  
Customer Satisfaction ◽  
Product Quality ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Brand Image ◽  
Equation Modeling ◽  
Brand Trust ◽  
Significant Positive Effect ◽  
Analysis Technique ◽  
Positive Effect

The purpose of this study is to explain the effect of product quality on customer satisfaction mediated by brand image and brand trust, ultimately determining customer loyalty. The questionnaire distributed 175 copies to the users of Kencana Truss light steel in Bali Province, but valid for processing 133 copies. Data were analyzed using SEM (Structural Equation Modeling) analysis technique. The results of this study found that variable product quality, brand image, and brand trust have a significant positive effect on customer satisfaction. Customer satisfaction variables have a significant positive effect on customer loyalty. Variable brand image and brand trust, significantly mediate the effect of product quality on customer satisfaction. Similarly, customer satisfaction mediates the effect of brand image and brand trust on customer loyalty. The implications of the results of this study indicate that product quality is found as a major factor in increasing customer satisfaction which ultimately results in customer loyalty. Providers of light steel products should pay special attention to product quality, so customer satisfaction and loyalty can be maintained.

scholarly journals Analysis Of The Influence Of Customer Satisfaction On Sharia Banking Peroformance In Bogor City

2021 ◽  
Vol 2 (2) ◽  
pp. 402-414
Author(s):  
R Dina Arfiana Burhan ◽  
Muhammad Najib ◽  
Endri Endri
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Product Quality ◽  
Structural Equation ◽  
Equation Modeling ◽  
Quality Of Services ◽  
Islamic Banking ◽  
Quality Product ◽  
The Relationship

The development of Islamic banking is very rapid, causing competition between Islamic and conventional banking. Improving the quality of services and products makes the main point in providing customer satisfaction. This study aims to analyze the influence of service quality, product quality, and price with customer satisfaction at Islamic commercial banks in the city of Bogor. This study uses SEM (Structural Equation Modeling) to determine the level of influence of the relationship between customer satisfaction with service quality, product quality and price. This study used a sample of 100 respondents with qualifications of 81 men and 19 women and used a descriptive approach. The results of this study are the level of customer satisfaction with prices reaching 2.49, besides that the level of customer satisfaction with products is 2.91, and the level of customer satisfaction with service quality is 2.84. These results prove that customer satisfaction is strongly influenced by the price, products, and quality of services provided by Islamic banking.

The Effect of Utilitarian Website Features on Online Saudi Arabia Consumers Loyalty in the Case of Online Flight Booking

2016 ◽  
Vol 12 (4) ◽  
pp. 57-75 ◽  
Author(s):  
Afshan Azam
Keyword(s):  
Structural Equation ◽  
Affective Commitment ◽  
Purchase Behavior ◽  
Equation Modeling ◽  
Future Research ◽  
Web Content ◽  
Online Data ◽  
Managerial Implications ◽  
Website Features ◽  
The Impact

The last couple of decades have witnessed rapid technological advancements, which have consequently caused dramatic changes in the lives of consumers and their purchase behavior. Of the many causes of the rapid growth of Internet use in the last few decades, most researchers confer that the critical contribution has been the growth of Web content. This paper attempts to report a study investigating the impact of utilitarian website features on Saudi Arabian customer loyalty for booking flights online. Data collected from 340 respondents were used to test the hypotheses. Structural Equation Modeling was deployed to analyze valid data points. The study found the importance of creating loyalty by focusing on utilitarian website features. Calculative commitment is significantly influenced by utilitarian features whereas affective commitment didn't showed significantly influence by utilitarian features. Limitations, managerial implications and future research directions are discussed at the end of the paper.

scholarly journals THE INFLUENCE OF ONLINE MEDIA ADVERTISING AND PRODUCT QUALITY ON HONDA MOBILIO BUYING INTEREST THROUGH BRAND AWARENESS (Survey in Region Three Cirebon)

2020 ◽  
Vol 3 (2) ◽  
Author(s):  
Ikin Sodikin ◽  
Wachjuni Wachjuni
Keyword(s):  
Product Quality ◽  
Indirect Effects ◽  
Structural Equation ◽  
Brand Awareness ◽  
Equation Modeling ◽  
Online Media ◽  
Direct And Indirect Effects ◽  
Test Results ◽  
Video Advertising ◽  
Analysis Technique

ABSTRACTThis study aims to�determine�the direct and indirect effects of video advertising through online media and product quality on buying interest with brand awareness as an intervening variable. The sample in this study was people in the three regions of�Cirebon�with the�category�of having seen video advertisements on online media, having driven or bought a Honda�Mobilio�product and were over 20 years old with samples taken as many as 100 people. This research instrument in the form of a questionnaire by distributing through the help of Google forms. The data analysis technique used is Structural Equation Modeling (SEM). The test results of the proposed hypothesis show that (1) video advertising through online media has no effect on brand awareness and is significant. (2) video advertisements through online media have no effect on buying interest and are not significant. (3) product quality influences brand awareness and is significant. (4) product quality has no effect on buying interest and is not significant. (5) brand awareness has no influence on buying interest and is significant. (6) Variable video advertisements through online media and product quality together affect brand awareness. (7) video advertising through online media, product quality and brand awareness together influence buying interest. (8) video advertising through online media has no effect on buying interest through brand awareness. (9) product quality influences buying interest through brand awareness.Keywords: Video Advertising Through Online Media, Product Quality, Buy Brand Awareness

scholarly journals Pengaruh Sertifikasi Halal Terhadap Kesetiaan Konsumen Pada Produk Makanan dan Minuman: Studi Kasus Konsumen Non-Muslim di Daerah Istimewa Yogyakarta

2021 ◽  
Vol 7 (1) ◽  
pp. 285
Author(s):  
Agus Susetyohadi ◽  
Mufti Alam Adha ◽  
Afrilia Dwi Utami ◽  
Dwi Esti Sekar Rini
Keyword(s):  
Product Quality ◽  
Structural Equation ◽  
Transition Period ◽  
Food Products ◽  
Equation Modeling ◽  
Consumer Loyalty ◽  
The Public ◽  
Analysis Technique ◽  
Food And Beverage ◽  
The Right

Indonesia is serious about positioning itself as the world's halal center and a pioneer in halal certification globalization. The public as consumers also has the right to get correct information about the halal-certified food products they need. It's related to consumers' safety both Muslim and non-Muslim, both in faith, spiritually and physically, in consuming food and beverage products. It is very dependent on information on these food products. The Government's efforts related to food products that are Halal certified in the community are by issuing Law no. 33 of 2014 concerning Halal Product Guarantee, which will be enforced three years later as a transition period. Many things influence consumer loyalty to a product. Among them, product quality, price, design, promotion, brand ambassador. Consumers will have high loyalty to a product if the product is of high quality. In other words, the product can provide the satisfaction expected by consumers. Samples were taken randomly according to the criteria set by the researcher. The data analysis technique used Structural Equation Modeling (SEM). This study used 185 responses from respondents, which were obtained using a google form survey. This study indicates that the variables of product quality, price, design, promotion, and brand ambassador have a significant positive effect on consumer loyalty to halal-certified products. It shows that halal certification for non-Muslim consumers is also one factor that needs to be considered and taken into consideration for food and beverage product producers.

scholarly journals EXPANDING FRUIT PRODUCT MARKET THROUGH BRAND, SALES AND DISTRIBUTION CHANNEL AND PRODUCT QUALITY

2014 ◽  
Vol 17 (4) ◽  
pp. 6-19
Author(s):  
Kha Do Duc ◽  
Tuan Nguyen Anh ◽  
Chinh Pham Duc ◽  
Tu Huynh Thanh
Keyword(s):  
Product Quality ◽  
Market Share ◽  
Distribution System ◽  
Structural Equation ◽  
Distribution Channel ◽  
Product Market ◽  
Equation Modeling ◽  
Factors Affecting ◽  
Significant Difference ◽  
The Impact

This paper focuses on determining three basic factors affecting the capture of market share and expansion of the fruit product market, namely brand, sales and distribution channel and product quality. We seek to answer if there is a significant difference between fruit products which are of high quality, well-branded, distributed and sold through an established system and those without. If yes, whether it can be measured. To find out the difference, we compared prices of fruit products of strong brands and sold in an established sales and distribution system and similar fruit products without brand and sales and distribution system. To measure the impact of these three factors on the possibility in capturing market share of the products, we employed Structural Equation Modeling (SEM). The Confirmatory Factor Analysis (CFA) is utilized to inspect the extent that each factor affects the expansion of fruit product consuming market, thereby evaluating the situation and proposing solutions. Quantitative data is obtained from fruit producers in Long An, Tien Giang, Vinh Long, Ben Tre, Can Tho, Hau Giang, and Dong Thap as well as from consumers in provinces and Ho Chi Minh City in the period from October to December, 2013.

The effect of older adults’ age identity on attitude toward online travel websites and e-loyalty

2017 ◽  
Vol 29 (11) ◽  
pp. 2921-2940 ◽  
Author(s):  
Joonhyeong Joseph Kim ◽  
Young-joo Ahn ◽  
Insin Kim
Keyword(s):  
Older Adults ◽  
Structural Equation ◽  
Motivational Orientation ◽  
Equation Modeling ◽  
Content Type ◽  
Age Identity ◽  
Managerial Implications ◽  
Travel Websites ◽  
Task Oriented ◽  
The Impact

Purpose This study aims to identify the effect of age identity on attitude to online sites, examine the impact of this attitude on e-loyalty and investigate the moderating effect of motivational orientation. Design/methodology/approach A survey was distributed to an online panel consisting of US-based adults older than 50 and usable data were collected from 284 participants, followed by an analysis using structural equation modeling. Findings Psychological and social age negatively influenced older adults’ attitude toward travel websites. Recreation-oriented motivation influenced the effect of online attitude on e-loyalty more strongly than did task-oriented motivation. Originality/value Unlike previous studies, the current study provided several managerial implications for e-marketers intending to attract older adults by adopting the multidimensional scale of age identity to predict older adults’ online attitude.

Activating multiple roles of customer-firm relationships in service failures

2018 ◽  
Vol 28 (2) ◽  
pp. 250-270 ◽  
Author(s):  
Laszlo Sajtos ◽  
Yit Sean Chong
Keyword(s):  
Structural Equation ◽  
Damage Control ◽  
Service Recovery ◽  
Equation Modeling ◽  
Negative Effects ◽  
Experimental Conditions ◽  
Content Type ◽  
Service Failures ◽  
Excellent Service ◽  
The Impact

Purpose Scholars have proposed that the negative effects of service failures can be countered by developing and maintaining high quality customer-company relationships or by providing excellent service recovery to customers. While both strategies have been proposed as ways to overcome the negative effects of service failures, there are only a limited number of studies that have examined their joint effects. The purpose of this paper is to fill this gap by investigating the impact of these two strategies jointly on rumination (brooding and reflection), anger and customer forgiveness (revenge, avoidance and benevolence). Design/methodology/approach The experimental design used in this study is an adaptation of Mattila’s (2001) research design, which manipulated both the level of service recovery and relationship. A total of 677 respondents were assigned randomly to one of the six experimental conditions. Multi-group structural equation modeling was employed to estimate the proposed model across three relational conditions. Findings This study suggests that the buffering effects are directly triggered by the impact of relationships, whereas, the magnifying effects are primarily related to the customer’s cognitive processes. This study reveals multiple forms of concurrent buffering and magnifying effects in service failures. Originality/value The findings of the study led to a classification system of the various forms of buffering and magnifying effects of relationships in the event of service failures. The four active roles of relationships are identified as damage control, benefit catalyst, benefit attenuator and damage catalyst. This proposed typology breaks new ground for theorizing about relationship utilization in negative incidents.

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