scholarly journals MEDIASI CUSTOMER SATISFACTION DAN INTELLECTUAL CAPITALATAS PENGARUH DIGITAL MARKETING TERHADAP KINERJA PERUSAHAAN

2020 ◽  
Vol 15 (2) ◽  
pp. 288-306
Author(s):  
Yuliati Yuliati
Keyword(s):  
Firm Performance ◽  
Customer Satisfaction ◽  
Intellectual Capital ◽  
Structural Equation ◽  
Sem Analysis ◽  
Digital Marketing ◽  
Equation Modeling ◽  
Internal Resources ◽  
Small Medium Enterprises ◽  
The Relationship

The aim of this study is to provide clarity of intellectual capital effects and customer satisfaction as a mediating variable in the relationship between digital marketing for firm performance. The study was conducted on Small Medium Enterprises (SMEs) in Kudus district by taking a sample of 134 SME managers such as owners and operational managers. Through structural equation modeling (SEM) analysis, it is discussed that the mediated hypothesized effect is statistically significant. In other words, intellectual capital and customer satisfaction can bridge the relationship of digital marketing variables to firm performance. This finding helps management in understanding the ability of internal resources to be able to utilize information technology to support the resources they have. Therefore, SMEs must pay attention to factors both internal and external, agreeing to understand the suitability of the firms in determining the most appropriate use of digital marketing.

scholarly journals Analisis Pengaruh Kepercayaan dan Harga Terhadap Loyalitas Pelanggan Dimediasi Kepuasan Pada PT. Telkomsel di Kota Kediri

2016 ◽  
Vol 3 (02) ◽  
Author(s):  
Nur Laely
Keyword(s):  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Random Sampling ◽  
Structural Equation ◽  
Sem Analysis ◽  
Equation Modeling ◽  
Negative Effects ◽  
Customer Trust ◽  
The Relationship ◽  
Customer Satisfaction And Loyalty

To know clearly about customer satisfaction and loyalty at PT. Telkomsel in KediriTown of East Java, this research focused on the models of customer’s satisfaction andloyalty increase based on customer trust, and product prices. From the testing results ofthe model in this research, by using random sampling, structural equation modeling (SEM)analysis, and the assistance of software Amos 20, on 150 respondents, it was able toexplain the relationship between trust, price, and customer satisfaction on the customerloyalty in PT. Telkomsel in Kediri Town of East Java. In this research, it was obtained astrong influence of customer trust and satisfaction, amounting to 0.429, and a stronginfluence between customer satisfaction and loyalty, that is of 0.233, it showed that, withthe rising customer trust, it will increase customer satisfaction, which in turn raise theloyalty of PT. Telkomsel customers.In this study, it also found the negative effects of price and customer satisfaction,amounting to -0.089, and the strong influence of negative between price and loyalty ofcustomers, that is of -0.406, this case indicated that, with the rising of product prices, itwill lower customer satisfaction, which further lowers the loyalty of PT. Telkomselcustomers.Keywords: trust, prices, satisfaction, and customer loyalty

scholarly journals Consumer Conformity, Social Ties and EWOM in Digital Marketing

2021 ◽  
Vol 26 (6) ◽  
pp. 569-576
Author(s):  
Badawi Badawi ◽  
Arif Nurudin ◽  
Muafi Muafi
Keyword(s):  
Purchase Intention ◽  
Structural Equation ◽  
Quantitative Methods ◽  
Word Of Mouth ◽  
Social Ties ◽  
Sem Analysis ◽  
Digital Marketing ◽  
Equation Modeling ◽  
New Variables ◽  
The Relationship

Digital marketing is a marketing technique that is widely discussed in the latest literature. The complexity of digital marketing creates new variables in an effort to increase purchase intention, such as consumer conformity, social ties and EWOM (Electronic Word of Mouth). This study aims to analyze the relationship between consumer conformity, social ties, and EWOM in digital marketing on the Shopee, Lazada, and Bukalapak platforms. Through quantitative methods using Structural Equation Modeling (SEM) analysis using AMOS software on 200 respondents consisting of users of the Shopee, Lazada, and Bukalapak platforms. This study analyzes 5 hypotheses, which is then statistically proven to have a significance value of < 0.05, which means that there is a significant relationship between the variables, thus all hypotheses are supported. The results indicate that social ties and EWOM can have a significant effect on consumer conformity and are also able to directly affect purchase intention. This research also highlights that consumer conformity has a significant effect on purchase intention in digital marketing.

FEATURE,NILAI, KEPUASAN DAN LOYALITAS PELANGAN

2017 ◽  
Vol 2 (1) ◽  
pp. 45-52
Author(s):  
Iha Haryani Hatta
Keyword(s):  
Structural Equation Modeling ◽  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Significant Influence ◽  
Customer Value ◽  
Structural Equation ◽  
Equation Modeling ◽  
Relationship Of ◽  
The Relationship ◽  
Customer Satisfaction And Loyalty

The aim of this study was to determine the relationship of the features of the value, satisfaction, and customer loyalty; the effect on the value of customer satisfaction and loyalty; influence of satisfaction on customer loyalty. A total of 200 merchant PT. BANK XYZ as respondents was selected randomly. Analyses were performed using structural equation modeling (SEM). The analysis showed that the feature has a significant influence on customer value, but not for customer satisfaction and loyalty. The values has a significant influence on satisfaction, but not on customer loyalty. Satisfaction has a significant influence on customer loyalty. Discussion and conclusions described in the article. Keywords: features of the value, satisfaction, customer loyalty

scholarly journals WOM as The Mediator of Marketing Mix to Customer Satisfaction in Covid-19 Pandemic

2021 ◽  
Vol 14 (2) ◽  
pp. 147-157
Author(s):  
Novi Haryati ◽  
◽  
Rosita Widya Putri ◽  
Nisrina Qotrunnada ◽  
Yafi Alam Syah ◽  
...  
Keyword(s):  
Customer Satisfaction ◽  
Structural Equation ◽  
Word Of Mouth ◽  
Descriptive Analysis ◽  
Secondary Data ◽  
Marketing Mix ◽  
Sem Analysis ◽  
Primary Data ◽  
Mediating Role ◽  
The Relationship

This study examines coffee shops’ marketing mix and its impact on customer satisfaction and word of mouth (WOM). Also, analyzing customer satisfaction mediates the relationship between the marketing mix and word of mouth. This study used a quantitative approach with 100 sampling of coffee shop’s customers across Malang City. Primary data collection is done by distributing questioner containing several questions using a Likert scale to the respondents, while secondary data is obtained from literature studies. For analyzing the data, this study applied descriptive analysis and statistical analysis employed WarpPLS 7.0 software to perform the Partial Least Squares-Structural Equation Modelling (PLS-SEM) analysis. This study proves that marketing mix has a positive and significant effect on customer satisfaction, and the same relationship was found between the marketing mix and WOM. An important finding from this study is that customer satisfaction plays a mediating role between marketing mix and word of mouth.

The effects of knowledge creation process on organizational performance using the BSC approach: the mediating role of intellectual capital

2018 ◽  
Vol 22 (4) ◽  
pp. 802-823 ◽  
Author(s):  
Gholamhossein Mehralian ◽  
Jamal A. Nazari ◽  
Peivand Ghasemzadeh
Keyword(s):  
Organizational Performance ◽  
Intellectual Capital ◽  
Knowledge Creation ◽  
Structural Equation ◽  
Positive Impact ◽  
Equation Modeling ◽  
Success Factor ◽  
Content Type ◽  
Key Dimensions ◽  
The Relationship

PurposeKnowledge is a key success factor in achieving competitive advantage in the current fast-paced and uncertain economic environment. Several studies in the literature have analyzed the relationship between knowledge creation (KC) and organizational success; however, the mechanisms by which KC leads to accumulation of intellectual capital (IC) and thereby affects various dimensions of organizational performance are understudied. The purpose of this paper is to examine how KC and IC and their relationship influence key dimensions of organizational performance.Design/methodology/approachA research model was developed and tested based on the literature in the areas of KC, IC and organizational performance. This study uses a survey sent to companies in an intensive knowledge-based industry. The balanced scorecard (BSC) approach was used to measure the key dimensions of organizational performance.FindingsThe results from structural equation modeling (SEM) on 470 completed questionnaires received from the pharmaceutical companies in Iran reveal that KC activities lead to the accumulation of organizational IC and IC has a crucial and positive impact on the BSC. Furthermore, the results from the path analysis indicate that IC mediates the effects of KC on the BSC.Practical implicationsThe findings of this study contribute to the extant literature on the relationship between knowledge and organizational performance by demonstrating that knowledge and KC lead to performance when organizations utilize KC activities and leverage them to accumulate IC. Once used effectively, IC will result in a better performance in the knowledge-intensive environments.Originality/valueThis is the first study that investigates how KC contributes to firm performance by incorporating the mediating impact of IC on the BSC. The proposed model and results will help organizations to identify the mechanisms through which KC initiatives improve organizational performance.

Participatory HRM and firm performance

2019 ◽  
Vol 41 (5) ◽  
pp. 1098-1119 ◽  
Author(s):  
Neha Gahlawat ◽  
Subhash C. Kundu
Keyword(s):  
Firm Performance ◽  
Organizational Climate ◽  
Structural Equation ◽  
Affective Commitment ◽  
Intention To Leave ◽  
Employee Attitudes ◽  
Primary Data ◽  
Equation Modeling ◽  
Content Type ◽  
The Relationship

Purpose The purpose of this paper is to examine the relationship between participatory HRM and firm performance through a series of mediators. Design/methodology/approach Primary data were collected from 569 respondents belonging to 207 organizations operating in India. Structural equation modeling and bootstrapping via PROCESS were used to analyze the hypothesized relationships between participatory HRM and firm performance. Findings The study has highlighted that participatory HRM in the form of self-managed teams, flexible work arrangements and empowerment results in better organizational climate, heightened affective commitment, reduced intention to leave and enhanced firm performance. Furthermore, it has been established that organizational climate, affective commitment and intention to leave serially mediate the relationship between participatory HRM and firm performance. Practical implications The study gives strong indications that adopting bundle of participatory HRM practices is beneficial for generating positive organizational climate, enhanced employee attitudes and superior firm performance. Originality/value By establishing serial mediation through organizational climate, affective commitment and employees’ intention to leave, this study brings new insights into the interpretation of underlying mechanism existing between participatory HRM and firm performance, thus uniquely contributes to the HRM and OB literature.

The effect of experience quality on customer perceived value and customer satisfaction and its impact on customer loyalty

2020 ◽  
Vol 32 (6) ◽  
pp. 1525-1540
Author(s):  
Andriani Kusumawati ◽  
Karisma Sri Rahayu
Keyword(s):  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Perceived Value ◽  
Statistical Technique ◽  
Equation Modeling ◽  
Content Type ◽  
Customer Perceived Value ◽  
Perceived Values ◽  
The Relationship

PurposeTo test the effect of experience quality on customer perceived value and customer satisfaction and its impact on customer loyalty to the visitors of natural nuanced outdoor cafés in the hilly areas of Joyo Agung, Malang.Design/methodology/approachThis study uses four variables, namely experience quality, customer perceived value, customer satisfaction, and customer loyalty. The population used in this research was all customers or visitors who buy and enjoy the products and services provided by the natural outdoor cafés in Malang. This study used structural equation modeling (SEM) as inferential statistical technique.Findings1) Quality experience has a significant effect on customer perceived value, customer satisfaction, and customer loyalty; 2) customer perceived value has a significant effect on customer satisfaction and customer loyalty; and 3) customer satisfaction has a significant effect on customer loyalty.Originality/valueBased on the results of previous research and the phenomenon that has been described previously, the research gaps found in this study are: (1) the relationship between experience quality and customers’ perceived values. (2) There are differences in the relationship between experience quality and customer satisfaction found in the research, which examines the effect of experience quality on customer loyalty. (3) Experience quality and customer loyalty variables still differ in the research concerning the effect of experience quality on customer loyalty. (4) The influence of customer satisfaction and customer loyalty is still different in the research results regarding the effect of customer satisfaction on customer loyalty.

scholarly journals Partnership-Based Supply Chain Collaboration: Impact on Commitment, Innovation, and Firm Performance

2019 ◽  
Vol 11 (2) ◽  
pp. 449 ◽  
Author(s):  
Nina Shin ◽  
Sun Park ◽  
Sangwook Park
Keyword(s):  
Firm Performance ◽  
Financial Performance ◽  
Structural Equation ◽  
Resource Dependence ◽  
Resource Dependence Theory ◽  
Equation Modeling ◽  
Supply Network ◽  
Supply Chain Collaboration ◽  
The Impact ◽  
The Relationship

With increasing numbers of nodes and links in supply network relationships, understanding partnership management and the required level of collaboration is important for sustainable supply network alignment. This study explores the impact of partnership orientation on partnership commitment and firm performance using a model based on social capital theory and resource dependence theory. It aims to understand the appropriate partnership orientation for the desired level of commitment and firm performance, including innovation, operational, and financial performance. Using a survey of 423 respondents representing three different partnership structure types (supplier, buyer, and parallel-aligned firms’ perspectives), the relationship between partnership orientation and commitment in enhancing firm performance is investigated using structural equation modeling. Additional analysis identifies the moderating role of commitment and investment exchange on performance. The findings show that positive relationships between both investment and contractual-based partnership orientation positively contribute to partnership commitment, but the direct association between partnership commitment and firm performance type varies by partnership structure. Furthermore, (i) investment exchange level moderates the relationship between commitment and innovation and operational performance regardless of partnership structure type, (ii) negative investment exchange signals higher firm performance from the buyer firm’s perspective, and (iii) positive investment exchange is absolutely necessary for financial performance from the supplier firm’s perspective.

scholarly journals Linking improvisational behavior to customer satisfaction: the relational dynamics

2019 ◽  
Vol 34 (6) ◽  
pp. 1183-1193 ◽  
Author(s):  
Magnus Hultman ◽  
Abena Animwaa Yeboah-Banin ◽  
Nathaniel Boso
Keyword(s):  
Customer Satisfaction ◽  
Structural Equation ◽  
Customer Relationship ◽  
Equation Modeling ◽  
Relational Dynamics ◽  
Relational Context ◽  
Content Type ◽  
Customer Data ◽  
Proposed Model ◽  
The Relationship

Purpose Contemporary sales scholarship suggests that salespersons pursuing customer satisfaction should improvise (think and act on their feet) to find solutions to customers’ emergent problems. A missing link in this literature, however, is the relational context within which improvisation takes place and becomes effective. This study aims to examine how the tone of the salesperson–customer relationship (whether cordial or coercive) drives and conditions salesperson improvisation and its implications for customer satisfaction. Design/methodology/approach The study tests the proposed model using dyadic salesperson–customer data from business-to-business (B2B) markets in Ghana. The relationships are tested using structural equation modeling technique. Findings The study finds that salesperson improvisation is associated with customer satisfaction. It also finds the extent of cordiality between salespersons and their customers predicts but does not enhance the value of improvisation for customer satisfaction. The reverse is true for customer exercised coercive power which is not a significant driver of improvisation but can substantially alter its benefits for the worse. Practical implications By implication, salespersons should improvise more to be able to satisfy customers. However, such improvisation must be tempered with a consciousness of the relationship shared with customers and the level of power they exercise in the relationship. Originality/value Because improvised behavior deviates from routines and may be unsettling for customers, improvising salespersons must first understand whether their customers would be willing to accommodate such deviations. Yet, the literature is silent on this relational context surrounding improvisation. This study, by exploring facilitating and inhibitory relational variables implicated in improvisation, addresses this gap.

Technology transfer and its impact on innovation and firm performance: empirical evidence from Turkish export companies

Kybernetes ◽  
2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Omer Cinar ◽  
Serkan Altuntas ◽  
Mehmet Asif Alan
Keyword(s):  
Technology Transfer ◽  
Firm Performance ◽  
Structural Equation ◽  
National Level ◽  
Theoretical Framework ◽  
Decision Makers ◽  
Equation Modeling ◽  
Content Type ◽  
Positive Effects ◽  
The Relationship

Purpose The purpose of this study is to determine the relationships between technology transfer, innovation and firm performance. Design/methodology/approach The relationship between technology transfer, innovation and firm performance is examined by using data obtained from 252 Turkish export firms, which are among the top 1,000 firms in terms of export volume in Turkey. To examine these relationships, a theoretical framework is empirically tested using structural equation modeling and tested via an empirical study of Turkish export companies. Findings The results of this study can benefit policymakers in government at the national level and company decision-makers at the firm level. Furthermore, an understanding of the relationship between technology transfer, innovation and firm performance may help firms to make correct technology transfer decisions and focus on the correct type of innovation to increase firm performance in practice. The findings indicate the positive effects of technology transfer on innovation and firm performance. In addition, innovation mediates the relationship between technology transfer and firm performance in Turkish export companies. This study suggests that decision-makers should transfer the right technology because well-realized technology transfers lead to the improvement of corporate innovation capacities and improvement of firm performances for export companies. Originality/value There is no study that fully examined the relationship between technology transfer, innovation and firm performance. The proposed literature-based theoretical framework in this study is novel for Turkish export companies.

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