scholarly journals PENGARUH PERCEIVED VALUE, BRAND IMAGE TERHADAP CUSTOMER LOYALTY MELALUI CUSTOMER ENGAGEMENT SEBAGAI VARIABEL MEDIASI (STUDI PADA PELANGAN INDIHOME PT. TELKOM MANADO)

2021 ◽  
Vol 7 (3) ◽  
Author(s):  
Amriah Amir ◽  
Silvya L. Mandey ◽  
Hendra N. Tawas
Keyword(s):  
Customer Loyalty ◽  
Structural Equation ◽  
Brand Image ◽  
Perceived Value ◽  
Research Data ◽  
Partial Least Square ◽  
Least Square ◽  
Customer Engagement ◽  
Equation Modeling ◽  
Long Time

The study aims to analyze the effect of Perceived Value and Brand Image on Customer Loyalty with Customer Engagement as a Mediation Variable for Indihome Customers at PT. Telkom Manado. The population of this research were Indihome customers in Manado. Sampling was carried out based on Isaac Michael's table of 267 respondents. The research data were analyzed using PLS SEM (Partial Least Square - Structural Equation Modeling) with SmartPLS 3.0 software. The results showed that Perceived Value and Brand Image had an effect on Customer Engagement but did not directly influence Customer Loyalty. Perceived Value and Brand Image affect Customer Loyalty through Customer Engagement with full mediation. Customer Engagement affects Customer Loyalty. Indihome at Telkom Manado has already good at Perceived Value and Brand Image.  However, the product still couldn't drive the loyal customers to buy any add-on services or ensure to a long time subscription. The company need to find strategies that can improve the customer engagement and customer loyalty with Indihome as a product. Keywords : Perceived Value, Brand Image, Customer Engagement, Customer Loyalty

scholarly journals THE EFFECT OF PRICES, BRAND IMAGES, AND AFTER SALES SERVICE REINFORCED BAR STEEL PRODUCTS ON CONSUMER PURCHASING DECISIONS OF PT. KRAKATAU WAJATAMA OSAKA STEEL MARKETING

2020 ◽  
Vol 1 (6) ◽  
pp. 947-967
Author(s):  
Rendy Sutiyono ◽  
Baruna Hadibrata
Keyword(s):  
Data Analysis ◽  
Structural Equation ◽  
Brand Image ◽  
Research Data ◽  
Partial Least Square ◽  
Least Square ◽  
Equation Modeling ◽  
Purchasing Decisions ◽  
Collection Method ◽  
Modeling Data

This research aims to determine the effect of Price, Brand Image and After Sales Service of Reinforcing Steel Products on Consumer Purchasing Decisions of PT. Krakatau Wajatama Osaka Steel Marketing. This research was conducted on 265 respondents PT. Krakatau Wajatama Osaka Steel Marketing spread all over Indonesia. The research data collection method uses a questionnaire with SEM (Structural Equation Modeling) data analysis which is described in the Application of Model Evaluation of PLS ​​(Partial Least Square) - SEM. The results of this study indicate that the variable price has a positive and significant effect on Purchasing Decisions. Brand Image Variable has positive and significant effect on Purchasing Decisions. While the After Sales Service variable also has a positive and significant effect on Purchasing Decisions.

scholarly journals The Improvement Model of Existence Effect towards Human Resources

2020 ◽  
Vol 11 (1) ◽  
pp. 105-117
Author(s):  
Arizqi Arizqi
Keyword(s):  
Human Resources ◽  
Structural Equation ◽  
Teaching And Learning ◽  
Research Data ◽  
Partial Least Square ◽  
Least Square ◽  
Learning Activities ◽  
Equation Modeling ◽  
Survey Method ◽  
The Relationship

Abstrak. Efek eksistensi merupakan eksistensi sumber daya manusia yang muncul dari efek atau sesuatu yang telah dilakukan oleh sebuah aktivitas. Efek eksistensi dalam penelitian ini merupakan eksistensi mahasiswa yang dimunculkan dari kegiatan belajar mengajar dikelas. Begitu pentingnya sebuah efek eksistensi sebagai output kegiatan belajar mengajar, maka penelitian ini bertujuan untuk menguji pengaruh responsibility, attractiveness, emphaty, dan juga competency dari seorang pengajar dalam mempengaruhi peningkatan efek eksistensi mahasiswa di Universitas Islam Sultan Agung (UNISSULA) Semarang.  Jenis penelitian ini merupakan penelitian penjelasan (Explanatory Research) yang berusaha mengetahui hubungan antar variabel penelitian. Penelitian dilakukan dengan metode survey dengan menyebarkan kuesioner kepada 212 mahasiswa dari dari 4 mata kuliah 5 kelas. Analisis data penelitian dilakukan dengan pengujian structural equational modelling (SEM) dan menggunakan pendekatan varians (partial least square), kemudian pengolahan data didukung dengan aplikasi SmartPLS. Hasil penelitian menunjukkan bahwa efek eksistensi sumber daya manusia didalam organisasi dapat ditingkatkan melalui peningkatan emphaty dosen terhadap mahasiswa. Kemudian untuk meningkatkan kompetensi seorang dosen dapat ditingkatkan melalui peningkatan attractiveness atau metode pembelajaran yang atraktiv ketika melakukan pembelajaran dikelas. Sementara itu responsibility tidak mampu menjelaskan terhadap efek eksistensi mahasiswa.Kata Kunci : Tanggung jawab, atraktif, empati, kompetensi dan efek eksistensi. Abstract. Existancy Effect is the existence of human resources that arise from the effect or something that has been done by an activity. Existancy Effect in this research is the existence of students arising from teaching and learning activities in class. Once the importance of an Existancy Effect as an output of teaching and learning activities, then this research aims to examine the influence of responsibility, attractiveness, empathy, and also competency in influencing the improvement of existency effect toward human resources (students) at Sultan Agung Islamic University (UNISSULA) Semarang. The type of this research is an explanatory research that seeks to determine the relationship between research variables. This research was conducted through survey method by distributing questionnaires to 212 students from 4 courses in 5 classes. The research data analysis used Structural Equation Modeling (SEM) and used partial least square. The data processing was supported by SmartPLS application. The results showed that the existence effect of human resources in organizations can be improved through increasing the empathy of lecturers with students, Furthermore, in order to improve the lecturer’s competency, it needs an attractiveness in the learning method. Meanwhile responsibility cannot explain the existance effect of students.Keywords: responsibility, attractiveness, emphaty, competency, existence effect.

scholarly journals The influence of trust, satisfaction, value, and brand image on loyalty

2020 ◽  
Vol 12 (2) ◽  
pp. 168
Author(s):  
Gandadinata Thamrin ◽  
Innocentius Bernarto ◽  
Yukichika Kawata
Keyword(s):  
Data Collection ◽  
Structural Equation ◽  
Brand Image ◽  
Total Sample ◽  
Partial Least Square ◽  
Least Square ◽  
Equation Modeling ◽  
Collection Method ◽  
Convenience Sampling ◽  
Positive Effect

This study aims to investigate the influence of trust, satisfaction, values, and brand image on the loyalty of MaxxCoffee. Data collection in this study was conducted using a questionnaire given to students of Universitas Pelita Harapan as respondents. The research design uses convenience sampling with a total sample of 249 samples. The data collection method is utilizing questionnaires and the data is analyzed by the Partial Least Square of Structural Equation Modeling (PLS-SEM). The findings of this study are trust, satisfaction, and value have a positive effect on loyalty. Conversely, the brand image has no positive effect on Maxx Coffee customers’ loyalty. The contribution of this study is providing input to the management of Maxx Coffee to concern and maintain their trust, satisfaction, value, and brand image of Maxx Coffee to maintain the customers’ loyalty.

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 Pengaruh Insentif dan Budaya Organisasi terhadap Komitmen Organisasi

2020 ◽  
Vol 2 (3) ◽  
pp. 587
Author(s):  
Cynthia Dewi ◽  
Joyce Angelique Turangan
Keyword(s):  
Organizational Culture ◽  
Structural Equation Modeling ◽  
Organizational Commitment ◽  
Structural Equation ◽  
Positive Influence ◽  
Research Data ◽  
Partial Least Square ◽  
Least Square ◽  
Primary Data ◽  
Equation Modeling

In this study there are 3 variables used, namely incentives, organizational culture, and organizational commitment. X1 = incentives, X2 = organizational culture, and Y = organizational commitment. Incentives in the form of rewards, awards or benefits provided to employees for their hard work given to the company, so that indirectly foster their loyalty to the company. While organizational culture is a belief in the values that are embraced, and trusted, which values are the guidelines for every employee of the organization in carrying out organizational activities. And for organizational commitment is where employees in this organization want to remain part of the organization's members and want to do anything to remain in the organization. the purpose of this study was to determine the effect of incentives and culture on organizational commitment. The data used in this study are primary data. and this research data is processed using PLS-SEM (Partial Least Square - Structural Equation Modeling). The choice of using PLS-SEM is because the sample used in the study was relatively small, namely 26 people. Which is because the population used in this study is small. The population consists of employees of PT. Rizky Indah Makmur. From the results of this study, the fact is that there is a positive influence between the incentives and organizational culture on organizational commitment.Pada penelitian ini terdapat 3 variabel yang digunakan yaitu insentif, budaya organisasi, dan komitmen organisasi. X1= insentif, X2= budaya organsisi, dan Y= komitmen organisasi. Insentif adalah berupa imbalan, penghargaan atau tunjangan yang diberikan kepada karyawan atas kerja keras mereka yang mereka berikan kepada perusahaan, agar mereka secara tidak langsung menumbuhkan loyalitas mereka kepada karyawan. Sedangkan budaya organisasi adalah kepercayaan yang dianut akan nilai-nilai yang dipercayai, yang mana nilainilai tersebut sebagai pedoman setiap karyawan organisasi dalam menjalankan kegiatan organisasi. Dan untuk komitmen organisasi adalah situasi dimana karyawan pada organisasi tersebut ingin tetap menjadi bagian dari anggota organisasi tersebut dan ingin melakukan apa pun agar tetap berada di dalam organisasi tersebut. Penelitian ini dilakukan dengan tujuan untuk mengetahui pengaruh insentif dan budaya organisasi terhadap komitmen organisasi. Data yang digunakan dalam penelitian ini merupakan data yang bersifat data primer. Yang mana data penelitian ini diolah menggunakan PLS-SEM (Partial Least Square - Structural Equation Modeling). Pemilihan penggunaan PLS-SEM dikarenakan sample yang digunakan dalam penelitian relatif kecil, yaitu 26 orang. Yang mana hal tersebut disebabkan karena populasi yang digunakan dalam penelitian ini kecil. Populasi tersebut terdiri dari karyawan-karyawan PT. Rizky Indah Makmur Dari hasil penelitian ini didapatkan bahwa terdapat pengaruh positif antara indentif dan budaya organisasi terhadap komitmen organisasi.

scholarly journals Pengaruh Selebrity Endorsme, Brand Image, dan Testimoni dalam Menigkatkan Minat Beli Produk (Studi Kasus : Instagram UKM Kylafood)

2021 ◽  
Vol 4 (2) ◽  
pp. 104-110
Author(s):  
Ogi Maulana Firli ◽  
Muhamad Rizal ◽  
Ria Arifianti ◽  
Asmaul Husna
Keyword(s):  
Structural Equation ◽  
Quantitative Methods ◽  
Brand Image ◽  
Partial Least Square ◽  
Least Square ◽  
Equation Modeling ◽  
Distribution Data ◽  
Research Model ◽  
Celebrity Endorsement ◽  
Positive Effect

The purpose of this study is to determine the effect of Celebrity Endorsement, Brand Image, and Testimonials on consumer buying interest in Kylafood products on Instagram Social Media. The research methods used in this research are descriptive and quantitative methods. Data analysis techniques and research model submissions use Structural Equation Modeling-Partial Least Square (SEM-PLS) with 95 questionnaire distribution data aimed at people who at least follow one celebrity endorsment on Instagram, know the kylafood brand, know the testimonials of the kylafood brand and intending to buy kylafood products. The results of this study state that the celebrity endorsement and testimonial variables have a significant positive effect on buying interest in Kylafood products on Instagram, while the brand image variable has a positive but not significant effect.

scholarly journals How Brand Equity Can Saves Its Company? A Study of One of the Largest E-Commerce in Indonesia

2021 ◽  
Vol 4 (3) ◽  
Author(s):  
Siti Kulsum ◽  
◽  
Dwi Sunu Kanto ◽  
Noverdi Bross
Keyword(s):  
Service Quality ◽  
Product Quality ◽  
Structural Equation ◽  
Quantitative Research ◽  
Brand Image ◽  
Partial Least Square ◽  
Online Marketing ◽  
Least Square ◽  
Equation Modeling ◽  
The Relationship

Marketing management is an activity that is planned and organized including the distribution of goods, pricing and monitoring of policies that have been made which aim to gain a place in the market so that the objectives of marketing can be achieved. Online marketing media in the digital era seems to be the prima donna of solving solutions, therefore business actor’s flock to take advantage of online marketing media as a driving force for the wheels of their business. The type of research used in this study was quantitative research. In this study, data processing and analysis used the Partial Least Square (PLS) approach. PLS is a component-based or variant-based Structural Equation Modeling (SEM) equation model. The data analysis in this research is the Outer Model Analysis, Inner Model, and Hypothesis Testing. This research results that the price has an effect on Brand Image. Product Quality has an effect on Brand Image. Service Quality affects Brand Image. Price affects Promotion. Product Quality affects Promotion. Quality of Service affects Promotion. Promotion affects Brand Image. Promotion moderates the relationship between Price and Brand Image. Promotion moderates the relationship between Product Quality and Brand Image. Promotion can moderate the relationship between service quality and brand image.

scholarly journals Relationship between ethical corporate social responsibility and customer loyalty: the mediating role of customers’ gratitude

2021 ◽  
Vol 12 (8) ◽  
pp. 2194-2216
Author(s):  
Abdelsalam Adam Hamid ◽  
Maigana Amsami ◽  
Siddiq Balal Ibrahim
Keyword(s):  
Corporate Social Responsibility ◽  
Social Responsibility ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Partial Least Square ◽  
Least Square ◽  
Equation Modeling ◽  
North East ◽  
Corporate Social ◽  
Retail Banks

The purpose of this study was to examine whether customer gratitude mediates the association between ethical corporate social responsibility and customer loyalty. A cross-sectional survey was adopted. A total of 430 individual customers of retail banks located in some selected towns in north-east region of Nigeria were selected using convenience sampling. Structured questionnaires were used to collect. Descriptive statistics and partial least square structural equation modeling were used in data analysis. Finding showed that ethical corporate social responsibility positively and significantly affected customer loyalty. Also, a positive and significant effect of ethical corporate social responsibility on customer gratitude was observed. Furthermore, it was observed that customer gratitude and customer loyalty are positively associated. Also, customer gratitude mediated between ethical corporate social responsibility and customer loyalty. This study concluded that customer gratitude mediated the influence of ethical corporate social responsibility on customer loyalty. The finding of this study will help managers of Nigerian retail banks to develop ethical corporate social practices which strongly create feelings of gratitude among their banks’ customers in order to take advantage of customers’ gratitude, and eventually cultivate customers’ loyalty.

scholarly journals MANAGERIAL IMPLICATIONS OF THE RELATIONSHIP BETWEEN CUSTOMER CARE AND PURCHASE INTENTION IN ONLINE SHOPPING

2019 ◽  
Vol 7 (1) ◽  
pp. 514-526
Author(s):  
Adnan Veysel ERTEMEL ◽  
Mustafa Emre CİVELEK
Keyword(s):  
Web Sites ◽  
Purchase Intention ◽  
Structural Equation ◽  
Perceived Value ◽  
Partial Least Square ◽  
Least Square ◽  
Equation Modeling ◽  
Customer Care ◽  
Managerial Implications ◽  
Indirect Relationship

This paper studies customer care as an important factor that affects the performance of B2C e-commerce websites. A survey was conducted to 464 Turkish B2C website customers. Analysis method of this study is partial least square structural equation modeling (PLS-SEM). Specifically, customer care in B2C e-commerce web sites is found to have direct effect on perceived value and indirect effect on purchase intention via perceived value and brand loyalty. Besides relationship between customer care and purchase intention was found as insignificant. The most important contribution of this research is the unveiling of the indirect relationship between customer care and purchase intention. This study also offers some important manageral suggestions for B2C web sites.  

scholarly journals PREDIKSI CUSTOMER EXPERIENCE DAN SERVICE QUALITY TERHADAP CUSTOMER LOYALTY: CUSTOMER SATISFACTION SEBAGAI VARIABEL MEDIASI

2021 ◽  
Vol 5 (1) ◽  
pp. 191
Author(s):  
Keni Keni ◽  
Kavira Kamate Sandra
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Sampling Method ◽  
Customer Experience ◽  
Partial Least Square ◽  
Least Square ◽  
Equation Modeling ◽  
Convenience Sampling

Pertumbuhan tingkat penjualan ritel di Indonesia bernilai negatif selama satu tahun terakhir. Berbagai fenomena yang terjadi akibat pandemi yang sudah berlangsung sejak tahun 2020 menyebabkan penurunan tersebut, seperti pengurangan gaji dan pemutusan hubungan kerja yang berdampak terhadap penurunan daya beli masyarakat, sehingga menghambat kinerja perusahaan ritel. Oleh sebab itu, perusahaan ritel perlu memperbaiki kinerjanya dengan meningkatkan loyalitas pelanggan yang merupakan sebuah upaya untuk mempertahankan pelanggan yang sudah ada. Penelitian ini bertujuan untuk menguji apakah 1) pengalaman pelanggan dapat memprediksi kepuasan pelanggan. 2) kualitas pelayanan dapat memprediksi kepuasan pelanggan. 3) pengalaman pelanggan dapat memprediksi loyalitas pelanggan. 4) kualitas pelayanan dapat memprediksi loyalitas pelanggan. 5) kepuasan pelanggan dapat memprediksi loyalitas pelanggan. 6) kepuasan pelaggan memediasi prediksi pengalaman pelanggan pada loyalitas pelanggan. 7) kepuasan pelanggan memediasi prediksi kualitas pelayanan pada loyalitas pelanggan. Sampel dipilih dengan menggunakan metode non-probability sampling yang berupa teknik convenience sampling pada 200 responden dan Partial Least Square – Structural Equation Modeling (PLS-SEM) dilakukan untuk menguji hipotesis penelitian. Hasil penelitian ini menunjukan bahwa pengalaman pelanggan dan kualitas pelayanan berpengaruh signifikan untuk memprediksi kepuasan pelanggan, pengalaman pelanggan memiliki pengaruh signifikan untuk memprediksi loyalitas pelanggan, kualitas pelayanan tidak berpengaruh signifikan untuk memprediksi loyalitas pelanggan, kepuasan pelanggan memiliki pengaruh signifikan untuk memprediksi loyalitas pelanggan, dan kepuasan pelanggan memediasi prediksi pengalaman pelanggan dan kualitas pelayanan pada loyalitas pelanggan.  Retail’s sales-growth in Indonesia has been decreasing since last year. Various phenomenons which are caused by the pandemic that has been happening since 2020 has caused the decrease, such as reduction in salary and laid off that resulted in reducing purchasing power which then obstruct retail firm’s performance. Therefore, retail firms should improve their performance by increasing customer loyalty which is an attempt to retain existing customers. This research aimed to examine whether 1) customer experience can predict customer satisfaction.  2) service quality can predict customer satisfaction. 3) customer experience can predict customer loyalty. 4) service quality can predict customer loyalty. 5) customer satisfaction can predict customer loyalty. 6) customer satisfaction mediates the prediction customer experience on customer loyalty. 7) customer satisfaction mediates the prediction service quality on customer loyalty. The sample of this study was selected by using the non-probability sampling method, which is convenience sampling method, with a total amount of 200 respondents and Partial Least Square – Structural Equation Modeling (PLS-SEM) was conducted for the hypotheses testing. The findings of this study illustrate that customer experience and service quality has significant effect to predict customer satisfaction, customer experience has significant effect to predict customer loyalty, service quality has not significant effect to predict customer loyalty, customer satisfaction has significant effect to predict customer loyalty, customer satisfaction mediates the prediction of customer experience and service quality on customer loyalty.

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