scholarly journals THE LINK BETWEEN SERVICE QUALITY, CORPORATE IMAGE AND BEHAVIORAL INTENTION: SATISFACTION AS AN INTERVENING VARIABLE

2019 ◽  
pp. 119-131
Author(s):  
Yunita Engriani ◽  
Meirisa Permatasari ◽  
Abror Abror ◽  
Dina Patrisia
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Behavioral Intention ◽  
Structural Equation ◽  
Corporate Image ◽  
Partial Least Square ◽  
Least Square ◽  
Behavior Intention ◽  
The Relationship ◽  
Significant Direct Effect

This study aims to analyze the relationship between service quality, corporate image, customer satisfaction and behavioral intention of Garuda Indonesia Airways’ customers. This research also investigates the roles of customer satisfaction as a mediating variable. The population of this study is all customers of Garuda Indonesia Airways. This study employs 150 customers as respondents. The data collection has been conducted by using a convenience sampling method. This research analyzes the data by using the Structural Equation Modelling (SEM) with Partial Least Square (PLS). After some preliminary tests, this study found that service quality has a positive and significant impact on corporate image and customer satisfaction. Service quality has no significant direct impact on behavioral intention. The corporate image has significantly and positively related to behavioral intention. Customer satisfaction is a significant and positive antecedent of behavior intention. Even though there is no significant direct effect of service quality on behavioral intention, surprisingly, it has a significant indirect impact on behavioral intention through customer satisfaction as an intervening variable. Furthermore, some limitations and further research have been addressed.

The Determinant of Customer Satisfaction that Gives the Effect of Word of Mouth in PT. BPR Krisna Yuna Dana,Gianyar Bali

2018 ◽  
Vol 9 (02) ◽  
pp. 20519-20532
Author(s):  
Ni Putu Wiwik Juliantari ◽  
I Nengah Suardhika ◽  
IGN Eka Teja Kusuma
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Structural Equation ◽  
Word Of Mouth ◽  
Equation Model ◽  
Corporate Image ◽  
Partial Least Square ◽  
Least Square ◽  
Insignificant Effect ◽  
Time Deposits

This study aims to test and analyze the quality of service, corporate image, customer satisfaction, and word of mouth. This research was conducted at PT. BPR Krisna Yuna Dana, Gianyar Bali with the research population are all customers of PT BPR Krisna Yuna Funds both savings, time deposits and credits, a sample of 95 customers using proportionate sampling method. All data obtained from questionnaires are suitable for use, then analyzed using structural equation model based on variance analysis known as Partial Least Square (PLS). The result of the research shows that service quality has positive and significant effect to customer satisfaction, service quality has positive and insignificant effect to company image, company image has positive and significant effect to customer satisfaction, service quality have positive and insignificant effect on word of mouth, positive and significant to word of mouth, corporate image has a positive and significant effect on word of mouth, corporate image can influence word of mouth through customer satisfaction and service quality can influence word of mouth through customer satisfaction. The implication of this research is that service quality can be improved by paying attention to service guarantee, corporate image can be improved by paying attention to company management. Customer satisfaction can be improved by paying attention to customer satisfaction to product and word of mouth can be improved by paying attention to motivate friend / relation.

scholarly journals Effect of Service Quality and Corporate image on Customer Loyalty with Customer Satisfaction as Mediation Variables (Study at PT. BPR. Padma, Denpasar-Bali)

2020 ◽  
Vol 11 (01) ◽  
pp. 21729-21740
Author(s):  
Made Sukerta ◽  
Anak Agung Putu Agung ◽  
I Wayan Sujana
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Sampling Technique ◽  
Total Sample ◽  
Corporate Image ◽  
Partial Least Square ◽  
Least Square ◽  
Equation Modeling

The aim of this study is to know and test the effect of service quality, corporate image and customer satisfaction on customer loyalty at PT. BPR. Padma Denpasar-Bali, and to find out and test the effect of service quality, and corporate image on customer satisfaction at PT. BPR. Padma Denpasar-Bali. The study population was all customers at PT. BPR. Padma Denpasar-Bali, with 15,318 people. The number of samples was calculated using the Slovin method and obtained a total sample of 100 people, to determine the sample members used proportional random sampling technique that is the sample members taken proportionally in each part of the PT. BPR. Padma Denpasar-Bali. Data analysis techniques to answer the hypothesis of this study using Structural Equation Modeling (SEM) based on Partial Least Square (PLS). The results showed that (1) service quality had a positive and significant effect on customer loyalty, (2) corporate image had a positive and significant effect on customer loyalty, (3) service quality had a positive and significant effect on customer satisfaction, (4) corporate image had a positive effect and significantly to customer satisfaction (5) corporate image has a positive and significant effect on customer satisfaction, (6) customer satisfaction positively significantly mediates the effect of service quality on customer loyalty and (7) customer satisfaction positively significantly mediates the effect of corporate image on customer loyalty.

scholarly journals PENGARUH SERVICE QUALITY TERHADAP PERCEIVED IMAGE, PERCEIVED VALUE, DAN CUSTOMER SATISFACTION SERTA DAMPAKNYA TERHADAP BEHAVIORAL INTENTIONS (STUDI KASUS PADA MASKAPAI PENERBANGAN LION AIR INDONESIA)

2020 ◽  
Vol 4 (2) ◽  
pp. 156-170
Author(s):  
Ratna Kartika Zulya ◽  
Osa Omar Sharif
Keyword(s):  
Structural Equation Modeling ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Behavioral Intention ◽  
Behavioral Intentions ◽  
Structural Equation ◽  
Perceived Value ◽  
Partial Least Square ◽  
Least Square ◽  
Equation Modeling

Kondisi geografis Indonesia sangat membutuhkan pesawat sebagai sarana yang menjadi konektivitas antar pulau. Di tahun 2018, jumlah penumpang pesawat rute domestik mencapai 101.130.000 penumpang. Meskipun begitu, nyatanya di maskapai Lion Air mengalami penurunan jumlah penumpang sebesar 4,13%. Penelitian bertujuan untuk mengetahui bagaimana pengaruh Service Quality terhadap Perceived Image, Perceived Value, dan Customer Satisfaction, dan bagaimana dampaknya terhadap Behavioral Intention pada konsumen jasa maskapai Lion Air di Indonesia. Metode penelitian yang digunakan adalah metode kuantitatif dengan populasi dalam penelitian adalah masyarakat yang pernah menggunakan jasa maskapai Lion Air di Indonesia. Teknik pengambil sampel menggunakan rumus Cohran sehingga ditentukan jumlah sampel sebanyak 385 sampel. Tenik analisis data adalah teknik multivariat melalui alat analisis Structural Equation Modeling (SEM) Partial Least Square (PLS). Hasil temuan dalam penelitian adalah Service Quality merupakan faktor utama untuk meningkatkan Perceived Image, dan Perceived Value sehingga terciptanya Customer Satisfaction dan Behavioral Intention pada konsumen jasa maskapai Lion Air di Indonesia. Dengan begitu, maka disarankan bagi Lion untuk memprioritaskan Service Quality karena pengaruhnya besar terhadap Perceived Image, Perceived Value, dan Customer Satisfaction yang juga berdampak pada Behavioral Intentions pada konsumen maskapai Lion Air.

scholarly journals The Effect of Service Quality on Customer Loyalty Mediated by Customer Satisfaction in Tourism Villages in Badung Regency

2020 ◽  
Vol 7 (1) ◽  
pp. 46-52
Author(s):  
I Gusti Ngurah Surahman ◽  
Putu Ngurah Suyatna Yasa ◽  
Ni Made Wahyuni
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Partial Least Square ◽  
Least Square ◽  
Mediating Effect ◽  
Equation Modeling ◽  
Relationship Of ◽  
The Relationship

The aims of this research was to determine the effect of service quality with customer loyalty. And customer satisfaction as a mediator between the relationship of service quality with customer loyalty. This research was collected data from 100 respondents who were customers who visited the Tourism Village in Badung Regency. The data were analyzed using structural equation modeling with partial least square approach. The results indicate an insignificant direct effect of service quality on customer loyalty. Significant direct influence on service quality with customer satisfaction, and customer satisfaction with customer loyalty. Furthermore, the results show an indirect effect between service quality and customer loyalty, which is mediated by customer satisfaction. The findings was empirically indicate that service quality has a negative effect on customer satisfaction. And customer satisfaction has a full mediating effect, customer satisfaction is important explaining the quality of service to drive customer loyalty. Based on the results it can be concluded that this research offers empirical evidence of the relationship of service quality, customer satisfaction and customer loyalty. This research makes a theoretical contribution to clarifying the high level of service quality increasing customer loyalty through customer satisfaction.

scholarly journals The Effect of Ease of Transaction and Service Quality on Purchasing Decisions Mediated by Consumer Satisfaction (Studies on Okeped Jabodetabek Users).

2021 ◽  
Vol 19 (2) ◽  
pp. 33
Author(s):  
Melitina Tecoalu ◽  
Soegeng Wahyoedi ◽  
Edward Kustiawan
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Consumer Satisfaction ◽  
Structural Equation ◽  
Partial Least Square ◽  
Least Square ◽  
Equation Modeling ◽  
Purchasing Decisions ◽  
Purchasing Decision ◽  
Data Collection Process

This study aims to determine the effect of ease of transaction and service quality on customer satisfaction in purchasing decision making. In this study using a sample of 100 respondents using convience sampling non profitability. Data obtained through questionnaires, the data collection process in this study is Structural Equation Modeling (SEM) with the SmartPLS (Partial Least Square) 3.0 program to determine the relationship between the effect of Ease of Transaction, Service Quality on Purchasing Decisions and Consumer Satisfaction as a mediating variable.The results of the hypothesis that there are 4 accepted and 3 rejected after being tested by hypothesis testing is done using the probability value and the t statistic. So in the hypothesis acceptance criteria t-statistic> t-table. Ease of transaction affects customer satisfaction, so the hypothesis is accepted. Service quality affects customer satisfaction, so the hypothesis is accepted. Ease of transaction affects purchasing decisions, so the hypothesis is accepted. Service quality affects purchasing decisions, so the hypothesis is accepted. Consumer satisfaction has no effect on purchasing decisions, so the hypothesis is rejected. The service quality on purchasing decisions is not mediated by consumer satisfaction well so that the hypothesis is rejected. Ease of transaction on purchasing decisions is not mediated in consumer satisfaction well, so the hypothesis is rejected. In this study, it is explained that the purchasing decision is not well mediated by consumer satisfaction so that consumers who do not reach their expectations feel dissatisfied, which leads to not making purchasing decisions on Okeped.

scholarly journals The Mediating Role of Satisfaction in the Relationship between Service Quality and Loyalty: Case Study in PT Asuransi XYZ Indonesia.

2020 ◽  
Vol 4 (1) ◽  
pp. 46-55
Author(s):  
Roby Nurismartian ◽  
Prof. Ir. Hendra Michael Roy Sembel, MBA., Ph.D., CSA
Keyword(s):  
Service Quality ◽  
Structural Equation ◽  
Positive Impact ◽  
Partial Least Square ◽  
Least Square ◽  
Equation Modeling ◽  
Significant Variable ◽  
Insurance Company ◽  
Mediating Role ◽  
The Relationship

The objective of this study is to analyze the relationship of service quality on agents’ satisfaction, service quality on agents’ loyalty, and satisfaction on loyalty when they used the insurance portal XYZNet as a digital tools provided by PT Asuransi XYZ Indonesia for their agents’ to increase market share in retail business in Indonesia. Where the portal was facing the challenge of the low number of usage. This study used a quantitative approach, involved 100 respondents which have minimum five times using this portal as samples. The analysis technique used in this study is Partial Least Square (PLS) Structural Equation Modeling (SEM), with the help of SmartPLS version 3.2.8 software. The results indicated that service quality positively influenced agents’ satisfaction, satisfaction also positively influenced agents’ loyalty. However service quality did not significantly influenced agents’ loyalty. The finding also indicated that satisfaction was a significant variable that mediated the relationship between service quality and loyalty. The study gives positive impact to the future researchers to do similar study. Furthermore, the finding could help PT Asuransi XYZ Indonesia and insurance company in general to improve their service quality.

scholarly journals Faktor yang Mempengaruhi Loyalitas Pelanggan SPBU Pertamina di Jakarta

2020 ◽  
Vol 2 (4) ◽  
pp. 925
Author(s):  
Grace Rumondang Ullina Pohan ◽  
Cokki Cokki
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Partial Least Square ◽  
Least Square ◽  
Equation Modeling ◽  
Convenience Sampling ◽  
Data Collection Technique ◽  
Price Perceptions

The purpose of this study is to test the effect of service quality, price perception, and trust directly on customer loyalty or indirectly through customer satisfaction. The population of this study was 100 Pertamina gas station customers in Jakarta. The data collection technique used is convenience sampling by distributing online questionnaires. Data analysis used the Partial Least Square-Structural Equation Modeling (PLS-SEM) technique. The results of this study are service quality and trust affect customer loyalty directly and indirectly through customer satisfaction, but price perceptions can only affect customer loyalty indirectly through customer satisfaction. Tujuan dari penelitian ini adalah untuk menguji pengaruh kualitas pelayanan, persepsi harga, dan kepercayaan terhadap loyalitas pelanggan secara langsung dan tidak langsung melalui kepuasan pelanggan. Populasi dari penelitian ini adalah 100 pelanggan SPBU Pertamina di Jakarta. Teknik pengambilan data yang digunakan adalah convenience sampling dengan menyebarkan kuesioner daring. Data analisis dengan menggunakan teknik Partial Least Square-Structural Equation Modelling (PLS-SEM). Hasil penelitian ini adalah kualitas pelayanan dan kepercayaan mempengaruhi loyalitas pelanggan secara langsung dan secara tidak langsung melalui kepuasan pelanggan, tetapi persepsi harga hanya dapat mempengaruhi loyalitas pelanggansecara tidak langsung melalui kepuasan pelanggan.

scholarly journals Multivariate Analysis for Determinants of Online Consumers Trust

2021 ◽  
Vol 1 ◽  
Author(s):  
Aprilia Aryanti Widyasari ◽  
Putri Pratama Deliana Nursafitri ◽  
Achmad Yanu Alifianto
Keyword(s):  
Multivariate Analysis ◽  
Customer Satisfaction ◽  
Structural Equation ◽  
Online Shopping ◽  
Equation Model ◽  
Partial Least Square ◽  
Least Square ◽  
Brand Awareness ◽  
Customer Trust ◽  
The Relationship

This research aims to examine the effect of customer satisfaction on customer trust, the effect of security perception on customer satisfaction and customer trust, the influence of privacy on customer satisfaction and customer trust, the influence of brand awareness on customer satisfaction and customer trust, as well as the influence of customer satisfaction mediation on the relationship between perception security, privacy and brand awareness with customer trust. This research focuses observations on 100 people in Surabaya who have made transactions on online shopping sites. Private students and employees dominate the number of respondents in this research. To test the research hypothesis, this research adopted the Structural Equation Model-Partial Least Square (SEM-PLS) technique using SmartPLS. This research proves that brand awareness has a significant effect on customer trust and customer satisfaction, security perceptions have a significant effect on customer trust and customer satisfaction, privacy has a significant effect on customer trust and not on customer satisfaction, and customer satisfaction on customer trust

scholarly journals The Effect of E-Service Quality on Satisfaction and Its Impact on Customer Loyalty of Mobile Banking Users (Case Study of Bank Syariah Mandiri KCP Belawan)

2021 ◽  
Vol 4 (2) ◽  
pp. 2717-2729
Author(s):  
Marliyah Marliyah ◽  
M. Ridwan ◽  
Ayu Kartika Sari
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Partial Least Square ◽  
Least Square ◽  
Equation Modeling ◽  
Mobile Banking ◽  
Sample Number ◽  
Relationship Of ◽  
The Relationship

Bank Syariah Mandiri (BSM) is a real example of a bank that has utilized information technology as an additional service provided to improve the customer experience in transacting online via the internet, namely through a mobile banking application. The application of mobile banking is one form of BSM's commitment in providing good quality electronic services, and can be felt and assessed by customers who have used it. These assessments can then affect their level of satisfaction. Based on this, it then encouraged researchers to test the influence of the quality of mobile banking electronic services offered by Bank Syariah Mandiri KCP Belawan on the satisfaction and loyalty of mobile banking users. This research is intended to analyze the effect of e-service quality on customer satisfaction and its impact on customer loyalty. Questionnaire items used as many as 35 items. Data collection is done by distributing questionnaires to customers of Bank Syariah Mandiri KCP Belawan who at least have an account and use BSM mobile banking application for 3 (three) months with a sample number of 84 people determined by nonprobability sampling method. The analytical technique used is Structural Equation Modeling Partial Least Square (SEM-PLS). The results obtained in this study are that: (1) The relationship of e-service quality has a positive and significant effect on customer satisfaction. This can be proven from the t-value greater than 1.96 which is 13,230. Thus, H1 in this study was accepted. (2) The relationship of e-service quality has a positive and significant effect on customer loyalty. This can be proven from the t-value greater than 1.96 which is 3,267. Thus, H2 in this study was accepted. (3) Customer satisfaction relationship has a positive and significant effect on customer loyalty. This can be proven from the t-value greater than 1.96 which is 3,666. Thus, H3 in this study was accepted.

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