Antecedents of Customers Loyalty towards Go-Jek Service

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.

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Pengaruh E-Service Quality terhadap Customer Satisfaction dan Loyalty pada Pengguna Gopay di Indonesia

REMIK (Riset dan E-Jurnal Manajemen Informatika Komputer) ◽

10.33395/remik.v4i2.10532 ◽

2020 ◽

Vol 4 (2) ◽

pp. 11

Author(s):

Miranda Berliana ◽

Dinda Amanda Zulestiana

Keyword(s):

Customer Satisfaction ◽

Service Quality ◽

Structural Equation Model ◽

Customer Loyalty ◽

Structural Equation ◽

Equation Model

Abstrak: Pada era modern saat ini kemajuan teknologi semakin berkembang pesat dan membawa kita kepada arah basis digital dan mobile. Fenomena tersebut dimanfaatkan oleh industri perbankan untuk berinovasi dalam hal pembayaran secara elektronik yang biasa kita sebut dengan e-money. Uang elektronik muncul dipicu dengan adanya tuntutan dari masyarakat saat ini. Sistem pembayaran yang ada saat ini dituntut untuk dapat melayani setiap kebutuhan masyarakat dalam pemindahan dana dengan efektif dan efisien. Salah satu inovasi yang diluncurkan saat ini adalah Gopay, metode pembayaran berbasis server yang dikeluarkan oleh Gojek Indonesia. Penelitian ini memiliki tujuan yaitu menentukan efek e-service quality pada customer satisfaction dan customer loyalty pelanggan Gopay di Indonesia. Kuesioner dikumpulkan secara online dengan menggunakan google form sebanyak 400 responden. Pengolahan data menggunakan Structural Equation Model (SEM) dengan menggunakan bantuan program AMOS 24. Berdasarkan hasil penelitian ditemukan bahwa e-service quality memiliki pengaruh positif terhadap customer satisfaction, yang dimana customer satisfaction sendiri memiliki pengaruh yang positif terhadap customer loyalty, namun ditemukannya ketidak pengaruhan yang positif bagi e-service quality terhadap customer loyalty.

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PENGARUH EXPERIENTIAL MARKETING TERHADAP CUSTOMER SATISFACTION SERTA DAMPAKNYA PADA CUSTOMER LOYALTY (Survei pada Pengguna Smartphone di Komunitas Online Apple dan Samsung Regional Bandung)

Journal of Business Management Education (JBME) ◽

10.17509/jbme.v1i1.2284 ◽

2016 ◽

Vol 1 (1) ◽

pp. 149-159 ◽

Cited By ~ 1

Author(s):

Eva Devindiani ◽

Lili Adi Wibowo

Keyword(s):

Customer Satisfaction ◽

Structural Equation Model ◽

Brand Equity ◽

Customer Loyalty ◽

Structural Equation ◽

Equation Model ◽

Experiential Marketing ◽

Purposive Sampling

Dalam persaingan pasar yang hiperkompetitif, loyalitas pelanggan menjadi hal terpentingbagi perusahaan dan mereknya untuk dapat bertahan dan memenangkan persaingantersebut. Bagi merek yang memiliki brand-equity kuat pun, seperti Apple dan Samsungpada kategori smartphone ini, loyalitas masih menjadi permasalahan karenakecenderungan konsumen untuk melakukan perpindahan merek semakin tinggi. Untukdapat menciptakan loyalitas pelanggan yang kuat, perusahaan dituntut untuk memuaskankonsumen secara maksimal, dan untuk memberikan kepuasan, perusahaan harusmenciptakan strategi yang memberikan pengalaman yang lebih dan berbeda dari pesaing.Upaya menciptakan pengalaman-pengalaman dengan menyentuh sisi emosional pelangganadalah dengan experiential marketing.Penelitian ini bertujuan untuk mengetahui gambaran kinerja experiential marketing,customer satisfaction, customer loyalty, dan mengetahui temuan mengenai seberapa besarpengaruh kinerja experiential marketing terhadap kepuasan dan loyalitas penggunasmartphone merek Apple dan Samsung di Kota Bandung. Objek dalam penelitian iniadalah member komunitas online Apple dan Samsung di Bandung. Jenis penelitian yangdigunakan adalah deskriptif, verifikatif, dan metode yang digunakan adalah explanatorysurvey dengan teknik purposive sampling, dengan jumlah sampel sebanyak 328 penggunasmartphone. Teknik analisa data yang digunakan adalah structural equation model denganalat bantu software komputer SPSS 21.0. Hasil yang diperoleh dalam penelitianmenyatakan bahwa kinerja experiential marketing berpengaruh terhadap kepuasanpengguna sebesar 0,614 dan tehadap loyalitas pengguna sebesar 0,624 Selanjunyapengaruh antara customer satisfaction terhadap customer loyalty sebesar 0,463. Pengujianhipotesis menunjukan bahwa kinerja experiential marketing memiliki pengaruh yangpositif dan signifikan baik terhadap kepuasan maupun loyalitas pengguna.

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PENGARUH KUALITAS PELAYANAN TERHADAP LOYALITAS NASABAH DENGAN KEPUASAN NASABAH SEBAGAI VARIABEL INTERVENING (PT BANK RAKYAT INDONESIA PERSERO TBK CABANG BANJARMASIN SAMUDERA)

Jurnal Bisnis dan Pembangunan ◽

10.20527/jbp.v10i2.10955 ◽

2021 ◽

Vol 10 (2) ◽

pp. 24

Author(s):

Nadia Mauliditta Septiana ◽

Dwi Wahyu Artiningsih ◽

Hairudinor Hairudinor

Keyword(s):

Customer Satisfaction ◽

Service Quality ◽

Structural Equation Model ◽

Customer Loyalty ◽

Structural Equation ◽

Hypothesis Test ◽

Equation Model ◽

Partial Least Square ◽

Least Square

The purpose of this study is to analyze the Effect of Service Quality on Customer Loyalty with Customer Satisfaction (Case Study of PT Bank Rakyat Indonesia Persero Tbk Banjarmasin Samudera Branch. The type used in this research is explanatory research because this research explains the causal relationship between research variables through the hypothesis test that has been formulated previously. The analytical method uses Structural Equation Model (SEM) with Partial Least Square (PLS) Program. The results of this study prove that Service Quality has no effect on Customer Satisfaction at BRI Bank Prince Samudera Banjarmasin Branch, while Customer Satisfaction has a positive and significant effect on Customer Loyalty. And Service Quality has a positive and significant effect on Customer Loyalty.The results of this study prove that Service Quality has no effect on Customer Satisfaction at BRI Bank Prince Samudera Banjarmasin Branch, while Customer Satisfaction has a positive and significant effect on Customer Loyalty. And Service Quality has a positive and significant effect on Customer Loyalty.Keywords: Service Quality, Customer Loyalty, and Customer Satisfaction

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MODEL TERINTEGRASI DARI KESETIAAN PELANGGAN PADA BANK PEMERINTAH

Jurnal Manajemen dan Pemasaran Jasa ◽

10.25105/jmpj.v7i2.797 ◽

2014 ◽

Vol 7 (2) ◽

pp. 1

Author(s):

Yunita Nila Dewi

Keyword(s):

Customer Satisfaction ◽

Service Quality ◽

Structural Equation Model ◽

Customer Loyalty ◽

Structural Equation ◽

Positive Influence ◽

Equation Model ◽

Sampling Techniques ◽

Font Size ◽

Quality Image

This study aimed to analyze the influences of service quality and image on customer loyalty from customer satisfaction that useful for marketing managers in making decisions for the company. This study was conducted on the state banks customers and took 200 customers becamesamples. This study used Structural Equation Model (SEM). The method used is a non probability sampling with purposive sampling techniques. Based on the results of this study is that there’s positive influence of service quality on customer satisfaction and influence of image on customer satisfaction. Furthermore, the customer satisfaction positive influence on customer loyalty, but there’s no positive influence of service quality on customer loyalty from customer satisfaction. Furthermore there’s no positive influence of image on customer loyalty from customer satisfaction. Keywords : Service Quality, Image, Customer Satisfaction, Customer Loyalty

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E-commerce website service quality and customer loyalty using WebQual 4.0 with importance performances analysis, and structural equation model: An empirical study in Shopee

10.26594/register.v7i2.2266 ◽

2021 ◽

Vol 7 (2) ◽

pp. 107

Author(s):

I Gusti Ngurah Satria Wijaya ◽

Evi Triandini ◽

Ezra Tifanie Gabriela Kabnani ◽

Syamsul Arifin

Keyword(s):

Customer Satisfaction ◽

Service Quality ◽

Structural Equation Model ◽

Customer Loyalty ◽

User Satisfaction ◽

Structural Equation ◽

Business Models ◽

Equation Model ◽

Website Quality ◽

Business To Consumer

The rapid growth of business models in the form of online shops, Business to Consumer (B2C) and the Consumer to Consumer (C2C) concept, has an impact in the form of intense competition between online business owners. It is not easy to find a solution to this problem. The owner must provide good or even excellent service by improving the website quality so that customers can achieve satisfaction and loyalty. This research aimed to specify the influence of website quality on customer loyalty with satisfaction as an e-commerce website moderation variable and to investigate the WebQual 4.0 attributes that affect this relationship of the model. This study used 104 respondents of Shopee Consumer and analyzed with the WebQual with Importance Performance Analysis (IPA) method and Structural Equation Model (SEM). The result is that the service quality variable significantly influence e-commerce website customer satisfaction variable, customer satisfaction variable has no significant effect on e-commerce website customer loyalty variables, and website service quality variable significantly influence e-commerce website customer loyalty variable. The attributes of WebQual 4.0 that need to be considered by e-commerce management to impact the level of user satisfaction and customer loyalty are “design by the type of website”, “provide simple-to-understand information”, “provide information following the format”, “feel safe to complete transactions”, “the website makes the positive/absolute experience for me”, and “provide detailed information”. The research implications can be taken into consideration for e-commerce management.

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STRATEGI EXPERIENTIAL MARKETING DAN KUALITAS PELAYANAN DALAM MENJELASKAN KEPUASAN DAN LOYALITAS NASABAH PADA BANK SYARIAH MANDIRI SEMARANG

SEGMEN Jurnal Manajemen dan Bisnis ◽

10.37729/sjmb.v17i1.6667 ◽

2021 ◽

Vol 17 (1) ◽

Author(s):

Arif Afendi

Keyword(s):

Customer Satisfaction ◽

Service Quality ◽

Structural Equation Model ◽

Customer Loyalty ◽

Structural Equation ◽

Quantitative Research ◽

Equation Model ◽

Primary Data ◽

Experiential Marketing ◽

Marketing Service

The purpose of this research is to test the effect of experiental marketing and service quality on customer satisfaction and customer loyalty. The type of research used is quantitative research using the Structural Equation Model (SEM) method. The data in this study was primary data with 100 respondents of mandiri syaria bank (BSM) Semarang. The results of this study show that there is a positive and significant effect of experiental marketing and servic quality on customer satisfaction. The effect of the service quality on customer loyalty is positive and significant. The effect of customer loyalty is positive and significant while the effect of experiental marketing to customer loyalty is positive but not significant.Keywords: experiental marketing, service quality, customer loyalty, customer satisfaction

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PENGARUH E-SERVICE QUALITY TERHADAP E-CUSTOMER SATISFACTION WEBSITE START-UP KAOSYAY

Jurnal Tekno Kompak ◽

10.33365/jtk.v12i2.156 ◽

2018 ◽

Vol 12 (2) ◽

pp. 68

Author(s):

Faruk Ulum

Keyword(s):

Customer Satisfaction ◽

Service Quality ◽

Structural Equation Model ◽

Structural Equation ◽

Equation Model ◽

Purposive Sampling ◽

Start Up

Pertumbuhan pesat pangsa pasar e-commerce di Indonesia memang sudah tidak bisa diragukan lagi. Untuk menghadapi intensitas tantangan yang semakin berat, perusahaan dalam menjalankan bisnisnya dituntut berfikir kreatif untuk menemukan berbagai terobosan strategi yang mampu menciptakan sinergi yang memberikan kontribusi optimal bagi pencapaian tujuan perusahaannya. Oleh karena itu, maka penting diadakannya penelitian untuk mengetahui bagaimana pengaruh kualitas layanan terhadap kepuasan pelanggan pada pelanggan situs berbelanja online kaosyay.com Penelitian ini dilakukan untuk mengukur penilaian pelanggan terhadap variabel e-service quality dan e-customer satisfaction. Selain itu, penelitian ini bertujuan untuk mengevaluasi pengaruh variabel e-service quality dan e-customer satisfaction. Jenis penelitian yang digunakan pada penelitian ini adalah deskriptif kausal. Item kuesioner yang digunakan sebanyak 28 item. Pengumpulan data dilakukan dengan cara penyebaran kuesioner kepada pengguna dari situs berbelanja online kaosyay.com yang telah mengakses kaosyay dengan jumlah sampel sebanyak 30 orang yang ditentukan dengan metode nonprobability purposive sampling. Teknik analisis data yang digunakan adalah Structural Equation Model dengan tingkat signifikansi 5%. Hasil yang diperoleh pada penelitian ini adalah e-service quality berpengaruh positif dan signifikan terhadap e-customer satisfaction. Adapun saran bagi perusahaan adalah dengan meningkatkan e-service quality baik dari segi manajemen dan infrastruktur, lebih memperhatikan proses pelayanan kepada pelangggan, dan meningkatkan pelayanannya. Saran bagi peneliti selanjutnya adalah dapat menyempurnakan dengan teori dan data yang lebih baik dan penelitian tidak hanya pada sektor e-commerce tapi juga pada bidang bisnis berbasis teknologi lainnya.

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Islamic Microfinance Service Quality and Its Impact on Yogyakarta Customers’ Satisfaction and Loyalty

International Journal of Science, Technology & Management ◽

10.46729/ijstm.v1i2.22 ◽

2020 ◽

Vol 1 (2) ◽

pp. 127-132

Author(s):

Prastyono Putro Pangarso Pras ◽

Sumadi Sumadi

Keyword(s):

Customer Satisfaction ◽

Service Quality ◽

Customer Loyalty ◽

Structural Equation ◽

Equation Model ◽

Sem Analysis ◽

Software Application ◽

Islamic Microfinance ◽

Customer Satisfaction And Loyalty

The purpose of this study is to examine the effect of service quality and religiosity on customer satisfaction and loyalty of Islamic Microfinance (KSPPS) in Yogyakarta. The research method uses a qualitative approach. The population in this study were all KSPPS customers in Yogyakarta. Samples were taken by 150 customers from 8 KSPPS using purposive sampling techniques. The analytical tool used for testing hypotheses in this study uses Structural Equation Model (SEM) analysis with the Analysis Moment of Structure (AMOS) software application. The results of this study indicate that customer satisfaction has a positive and significant effect on customer loyalty. Religiosity has a positive and significant effect on customer satisfaction. Religiosity has a positive but not significant effect on customer loyalty. Service Quality has a positive and significant effect on customer satisfaction. Quality of service has a positive and significant effect on customer loyalty.

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

Liquidity ◽

10.32546/lq.v4i1.80 ◽

2018 ◽

Vol 4 (1) ◽

pp. 43-52 ◽

Cited By ~ 3

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.

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Analysis of determinant factors affecting retail business customer loyalty

Linguistics and Culture Review ◽

10.21744/lingcure.v5ns3.1529 ◽

2021 ◽

Vol 5 (S3) ◽

pp. 310-318

Author(s):

Abdul Haris ◽

Abdul Rahman ◽

Yusriadi Yusriadi ◽

Umi Farida

Keyword(s):

Customer Satisfaction ◽

Service Quality ◽

Customer Loyalty ◽

Structural Equation ◽

Descriptive Analysis ◽

Sem Analysis ◽

Demographic Development ◽

Five Dimensions ◽

Factors Affecting ◽

Goods And Services

Demographic development is the first field that influences the growth of retail stores. The rising population allows all goods and services to increase. To establish customer loyalty, the company must try to try to offer the highest quality in any product or service it must create a positive sense of quality in the minds of its customers. This research is a descriptive research type, trying to explain and describe each variable's conditions in detail and see the relationship or relationship between these variables. In the context of this study, the independent variables are Service Quality (X1), Relationship Marketing (X2), and Customer Satisfaction (Y), while the dependent variable is Customer Loyalty (Z). Quantitative data were analyzed using descriptive analysis and Structural Equation Modelling (SEM) analysis. Partially service quality has a significant influence on customer satisfaction in modern stores. In the sense that the quality of service provided by modern store management in Makassar City can contribute positively to customer satisfaction with the five dimensions of Tangible, Reliability, Empathy, Assurance, and Responsiveness. Direct service quality significantly influences customer loyalty, and indirect service quality has a significant effect on customer loyalty (LP) through customer satisfaction at modern stores in Makassar City.

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