Pengaruh Customer Satisfaction, Trust, Commitment, Dan Customer Value Terhadap Loyalty Intentions Dimediasi Customer Engagement  (Studi Empiris : Pembeli Dan Penghuni Paramount Land)

Konsumen merupakan faktor penting bagi perusahaan karena konsumen merupakan penentu pertumbuhan, profitabilitas, dan kelangsungan hidup suatu perusahaan. Sebagai faktor penting yang menggerakkan roda perusahaan, perusahaan berusaha untuk mempertahankan secara maksimal konsumen yang mereka miliki untuk dapat mencapai goals dan target yang telah ditetapkan organisasi atau perusahaan. Loyalty intentions konsumen sangat dibutuhkan oleh perusahaan dimana konsumen berniat membeli kembali atau sikap merekomendasikan barang atau jasa yang sudah dibeli ke konsumen yang lain. Loyalty intentions dipengaruhi oleh customer engagement konsumen, di mana customer engagement terdiri dari customer satisfaction, trust, commitment, dan customer value. Salah satu sektor perusahaan yang harus menjaga loyalty dari konsumennya adalah sektor properti Paramount Land. Berdasarkan uraian tersebut, maka Peneliti membahas Pengaruh Customer Satisfaction, Trust, Commitment, Dan Customer Value Terhadap Loyalty Intentions Yang Dimediasi Oleh Customer Engagement Pada Konsumen Penghuni Kawasan Perumahan Paramount Land. Metode penelitian dalam penelitian ini adalah metode kuantitatif dengan menggunakan kuesioner. Data yang digunakan pada penelitian ini terdiri dari data primer yang diperoleh melalui penyebaran kuesioner kepada responden, dan data sekunder yang diperoleh dari internal Paramount Land. Populasi pada penelitian ini yaitu seluruh pembeli dan penghuni yang tinggal di cluster milik PT Paramount Land di kawasan Illago, kawasan Andalucia, kawasan Malibu, di Gading Serpong. Jumlah sampel pada penelitian ini adalah 203 konsumen yang ditentukan dengan metode simple random sampling dan jumlah sampel diperoleh dengan menggunakan rumus Yount. Skala Likert digunakan pada penelitian ini untuk memberikan skor pada tiap pernyataan dalam kuesioner. Hasil dari penelitian ini diperoleh terdapat pengaruh positif yang signifikan customer satisfaction, trust, commitment, dan customer value terhadap loyalty intentions yang dimediasi oleh customer engagement pada konsumen penghuni kawasan perumahan Paramount Land.

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Loyalty intentions and selected relationship quality constructs

International Journal of Quality & Reliability Management ◽

10.1108/ijqrm-06-2018-0146 ◽

2019 ◽

Vol 36 (4) ◽

pp. 601-619 ◽

Cited By ~ 2

Author(s):

Daniel J. Petzer ◽

Estelle van Tonder

Keyword(s):

Customer Satisfaction ◽

Relationship Quality ◽

Customer Loyalty ◽

Customer Value ◽

Mediating Effect ◽

Customer Engagement ◽

Short Term ◽

Content Type ◽

Customer Commitment ◽

Loyalty Intentions

PurposeThe purpose of this paper is to assess the mediating effect of customer engagement on the relationships between selected relationship quality and value antecedents (commitment, customer satisfaction, trust and customer value), and the consequence (loyalty intentions) within the short-term insurance industry.Design/methodology/approachA descriptive research design that is quantitative in nature was followed and 491 responses from insurance customers were analysed.FindingsShort-term insurers should facilitate customer engagement by implementing strategies that foster customer commitment, ensure customer satisfaction, build trust and create customer value. Facilitating customer engagement may lead to stronger loyalty intentions amongst customers towards the short-term insurer.Research limitations/implicationsThe investigation offers a greater understanding of the relevance and importance of the customer engagement theory and the impact it may have in strengthening the relationships between factors of the relationship marketing domain and customer loyalty.Practical implicationsFrom a managerial perspective, it is evident that short-term insurers should facilitate customer engagement carrying out strategies that foster customer commitment, ensure customer satisfaction, build trust and create customer value.Originality/valueBuilding on the work of earlier relationship and quality management scholars, the study provides new insight into the role and relevance of relationship quality and value factors and customer engagement, while simultaneously being assessed for their contribution to customer loyalty.

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End User Computing Satisfaction : Model Analisis Kepuasan Pengguna Aplikasi Menggunakan Partial Least Square Structural Equation Modeling (Studi Kasus)

Jurnal Teknologi Informasi dan Ilmu Komputer ◽

10.25126/jtiik.2021863586 ◽

2021 ◽

Vol 8 (6) ◽

pp. 1237

Author(s):

Aditia Angga Perdana ◽

Meinarini Catur Utami ◽

Qurrotul Aini

Keyword(s):

Customer Satisfaction ◽

Real Time ◽

User Satisfaction ◽

Random Sampling ◽

Simple Random Sampling ◽

Ease Of Use ◽

Partial Least Square ◽

Equation Modeling ◽

End User ◽

End User Computing

Toyota Sales Operation atau dikenal sebagai AUTO2000 adalah bagian dari perseroan terbuka PT. Astra yang beroperasi di sektor otomotif dan sudah menjalankan beberapa servis untuk menaikkan kepuasan pelanggan. Salah satunya dengan menghadirkan AUTO2000 Mobile, sebagai fasilitas pemesanan servis kendaraan secara online yang bertujuan untuk memudahkan pengguna untuk mempercepat proses bisnis dan mengurangi bahkan menghilangkan durasi waktu mengantri. Namun dalam penerapannya masih banyak kekurangan maupun kelemahan yang dirasakan pengguna di antaranya masih ada bugs, tidak ada fitur real-time chat serta beberapa pengguna masih kesulitan menggunakan aplikasi tersebut. Capaian riset ini adalah menginvestigasi tingkat kepuasan pelanggan dan memperoleh variabel signifikan yang berdampak pada kepuasan pelanggan Aplikasi AUTO2000 Mobile. Metode riset ini menerapkan End-User Computing Satisfaction (EUCS) dengan cara kuantitatif dan diseminasi kuesioner mendapatkan informasi dari objek penelitian. Populasi dalam riset ini adalah pemakai AUTO2000 Mobile. Dari populasi tersebut terpilih sebanyak 252 responden dan diseminasi kuesioner dilaksanakan melalui daring dan membagikan secara langsung dengan cara simple random sampling. Setelah itu, data yang dikumpulkan diolah dengan program Microsoft Excel 2016 serta PLS-SEM mengoperasikan tool SmartPLS 3.2.7. Hasilnya, terdapat 5 jalur yang diuji, H0 ditolak untuk empat variabel dan H0 diterima untuk satu variabel. Terdapat empat variabel yang berpengaruh signifikan pada kepuasan pelanggan AUTO2000 Mobile yaitu: accuracy, content, format dan ease of use. AbstractToyota Sales Operation or known as AUTO2000 is part of the public company PT. Astra that engaged in the automotive sector and has done several service improvements to increase customer satisfaction. One of them is by presenting AUTO2000 Mobile, which is an online vehicle service ordering facility that is implemented to make it easier for users, therefore it is considered to speed up business processes and reduce or even eliminate the duration of the queue. But in its implementation there are still many shortcomings and weaknesses felt by users including bugs, there is no real-time chat feature, and some users still have difficulty using the application, hence it is prominent to conduct study dealing with end-user satisfaction. The aim of this research is to analysis of end-user satisfaction level and determine the variables that impact end-user satisfaction of the AUTO2000 Mobile Application. This research method deals with End-User Computing Satisfaction (EUCS) with a quantitative approach and questionnaire distribution to obtain data from respondents. The research subject in this study are AUTO2000 Mobile users. The population consist of 252 respondents and questionnaires are distributed online and offline with simple random sampling. Furthermore, the obtained data were analyzed using Ms. Excel 2016 and with the PLS-SEM approach using SmartPLS 3.2.7. The result, from the 5 paths tested, H0 is rejected for four variables and H0 is accepted for one variable. There are four variables that have a significant effect on customer satisfaction of AUTO2000 Mobile, namely: accuracy, content, format and ease of use.

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Tingkat Kepuasan Petani Terhadap Kinerja Penyuluh Pertanian Di Desa Senden Kecamatan Selo Kabupaten Boyolali

Agroland Jurnal Ilmu-ilmu Pertanian ◽

10.22487/agrolandnasional.v27i2.463 ◽

2020 ◽

Vol 27 (2) ◽

pp. 191-203

Author(s):

Bella Putri Trisnaningtyas ◽

Tutik Dalmiyatun ◽

Siwi Gayatri

Keyword(s):

Customer Satisfaction ◽

Random Sampling ◽

Simple Random Sampling ◽

Satisfaction Index ◽

Customer Satisfaction Index

Penyuluhan merupakan salah satu bagian subsistem kelembagaan yang berperan dalam keberhasilan usahatani. Keberhasilan penyuluhan dapat diukur melalui tingkat kepuasan petaniterhadap kinerja penyuluh pertanian dalam upaya meningkatkan kapabilitas petani. Tujuan penelitian adalah menganalisis tingkat kesesuaian antara tingkat kepentingan terhadap tingkat kinerja pada atribut-atribut kinerja penyuluh pertanian dan tingkat kepuasan petani terhadap kinerja penyuluh pertanian. Penelitian dilaksanakan pada tanggal 13 Desember 2019 – 13 Januari 2020 di Desa Senden, Selo, Boyolali. Penelitian ini menggunakan metode survei. Pengambilan sampel menggunakan simple random sampling dengan jumlah sampel 86 responden. Hasil penelitian diperoleh bahwa tingkat kesesuaian tertinggi terletak pada kemampuan penyuluh menerima pertanyaan langsung dan mampu menjawab pertanyaan dari petani dengan nilai kesesuaian sebesar 93,15%. Hasil analisis Importance Perfomance Analysis (IPA) menunjukkan bahwa kuadran II merupakan kuadran dominan pada atribut kinerja penyuluh pertanian yang terdiri atas enam atribut. Pada hasil analisis Customer Satisfaction Index (CSI) sebesar 74,09% atau 0,7409 yang menunjukkan bahwa petani merasa puas terhadap kinerja penyuluh pertanian.

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IMPACT OF SERVICE QUALITY ON RESIDENTIAL SATISFACTION : A STUDY WITH SPECIAL ATTENTION TO CHENNAI

International Journal of Research -GRANTHAALAYAH ◽

10.29121/granthaalayah.v9.i9.2021.4148 ◽

2021 ◽

Vol 9 (9) ◽

pp. 370-378

Author(s):

K. Chezhiyan

Keyword(s):

Customer Satisfaction ◽

Service Quality ◽

Random Sampling ◽

Sampling Method ◽

Word Of Mouth ◽

Simple Random Sampling ◽

Residential Satisfaction ◽

Multiple Linear Regressions ◽

Linear Regressions

The purpose of this paper is to reveal the residential satisfaction of apartment residents. And it was measured through an antecedent (service quality) and a consequence (word of mouth) of residential satisfaction. Simple random sampling method was employed on 200 residents and multiple linear regressions were carried out. The result shows that 85% of the variance in overall customer satisfaction is accounted for by service quality. From the above findings it is clear that service quality positively influences customer satisfaction.

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PENGARUH SERVICE QUALITY TERHADAP CUSTOMER SATISFACTION MEMBER BPJS KESEHATAN DI WILAYAH JAWA TIMUR

Arthavidya Jurnal Ilmiah Ekonomi ◽

10.37303/a.v23i1.186 ◽

2021 ◽

Vol 23 (1) ◽

pp. 70-82

Author(s):

Pratama Tanadi

Keyword(s):

Linear Regression ◽

Health Service ◽

Customer Satisfaction ◽

Service Quality ◽

Significant Influence ◽

User Satisfaction ◽

Random Sampling ◽

Simple Random Sampling ◽

Service Users ◽

Hospital Service

ABSTRACT The purpose of this study is to examine the effect of hospital service quality towards BPJS health service user satisfaction. Sample wes taken using simple random sampling to 50 patients and / or their families in 5 hospitals in East Java. Data was analyzed by Linear Regression. The result of the study shows that not all dimensions of service quality have a positive and significant impact on the satisfaction of BPJS health service users. Reliability, responsiveness, and empathy have a positive and significant influence on customer satisfaction. The limitation of this study is that it was carried out generally in hospitals collaborating with BPJS health service. However, this study does not assess customer satisfaction by the level (grade) of the hospital. Keywords: Service Quality, Customer Satisfaction, BPJS Health Service, Hospital Management

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Should we engage variety seeking customers?

Journal of Asia Business Studies ◽

10.1108/jabs-12-2020-0483 ◽

2021 ◽

Vol ahead-of-print (ahead-of-print) ◽

Author(s):

Ashish Gupta ◽

Shivendra Pandey

Keyword(s):

Customer Satisfaction ◽

Customer Value ◽

Structural Equation ◽

Customer Engagement ◽

Variety Seeking ◽

Content Type ◽

Moderation Effect ◽

The Relationship ◽

Moderating Role

Purpose The study aims to examine the moderating role of variety-seeking behaviour between customer engagement and its antecedents (customer satisfaction and customer value). Further, this study also tests the existence of the value-satisfaction-engagement behaviour chain. Design/methodology/approach The perception of 262 respondents was used to examine the hypothesis using the structural equation modelling approach. Findings The moderation effect of variety-seeking behaviour between customer satisfaction and customer engagement was found to be significant. Also, customer satisfaction fully mediated the relationship between perceived value and customer engagement, hence, empirically validating the value-satisfaction-engagement model in the retailing context. Research limitations/implications The findings draw managers' attention towards the segment of consumers who are more likely to be engaged, thus helping managers develop a more efficient and focussed strategy to achieve customer engagement. The result also suggests that variety-seeking buyers may not get engaged even after satisfaction. Originality/value This paper is among the first to empirically test the moderating role of variety-seeking behaviour to achieve customer engagement.

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ANALISIS KEPUASAN PELANGGAN TERHADAP KUALITAS PELAYANAN DI PT RAMAJAYA COPIER

JOURNAL OF APPLIED BUSINESS ADMINISTRATION ◽

10.30871/jaba.v3i1.1291 ◽

2019 ◽

Vol 3 (1) ◽

pp. 119-131

Author(s):

Sudrajad JS ◽

Nur Rahma Andayani

Keyword(s):

Performance Analysis ◽

Customer Satisfaction ◽

Service Quality ◽

Random Sampling ◽

Sampling Technique ◽

Simple Random Sampling ◽

Service Satisfaction ◽

Customer Expectations ◽

Satisfaction Analysis

Research on customer satisfaction analysis on service quality at PT Ramajaya Copier is to analyze and determine the extent of customer satisfaction with the services provided by PT Ramajaya Copier. This research was conducted to 93 PT Ramajaya Copier customers in Batam City using the Simple Random Sampling technique. Using the method of analysis of important performance analysis (IPA) of this study resulted in 4 (four) indicators of service satisfaction statements included in quadrant I, namely improving performance to be improved to meet customer expectations. The four indicators of the statement are: employees are polite and friendly to customers (2.61), customer convenience when coming to PT Ramajaya (2.69), the company serves regardless of customer background (2.61), the company tolerates delays payment to customers (2.61).

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FORMING CUSTOMER LOYALTY THROUGH FACTORS IN MEDIATION OF CUSTOMER SATISFACTION

Dinasti International Journal of Digital Business Management ◽

10.31933/dijdbm.v2i2.549 ◽

2021 ◽

Vol 2 (2) ◽

pp. 233-249

Author(s):

Agung Hudaya

Keyword(s):

Structural Equation Modeling ◽

Data Analysis ◽

Customer Satisfaction ◽

Service Quality ◽

Customer Loyalty ◽

Random Sampling ◽

Structural Equation ◽

Sampling Technique ◽

Simple Random Sampling ◽

Equation Modeling

The purpose of this study is to determine how price, service quality, customer satisfaction on customer loyalty and how much influence, price, service quality on customer satisfaction which has implications for customer loyalty. The sample used in this study amounted to 100 respondents who were taken by simple random sampling technique. Data analysis in this study used Structural Equation Modeling (SEM) which was carried out with the help of the SEM program from Smart PLS 3.0. Besides, this research also proves that the price variable will affect customer satisfaction, then the price will also affect customer loyalty, as well as service quality affects customer satisfaction and will also affect customer loyalty. and also the mediating variable of customer satisfaction which will affect customer loyalty. Blanja.com in Jakarta.

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Analysis of Product Variation and Service Quality on Repurchase Intention Mediated by Customer Satisfaction

International Journal of Review Management Business and Entrepreneurship (RMBE) ◽

10.37715/rmbe.v1i2.2435 ◽

2021 ◽

Vol 1 (2) ◽

pp. 295-309

Author(s):

Afika Putri Anjani

Keyword(s):

Customer Satisfaction ◽

Service Quality ◽

Random Sampling ◽

Sampling Technique ◽

Simple Random Sampling ◽

P Value ◽

Research Model ◽

Repurchase Intention ◽

Analysis Technique ◽

Product Variation

The purpose of this study was to determine customer satisfaction as a mediating variable through product variations and service quality to repurchase intention. This research uses a quantitative method with 92 respondents of TB Triguna customers, this research uses a simple random sampling technique. Data collection techniques are using a questionnaire and data analysis used is using SmartPLS (SEM). The analysis technique used is the path analysis test with the aim to find out how much influence customer satisfaction as a mediating variable through product variation and service quality variables on repurchase intention. The results showed that product variation and service quality significantly influenced repurchase intention mediated by customer satisfaction. With each p-value < 0.05 so that the five hypotheses are accepted and indicate that the variable repurchase intention and customer satisfaction can be explained by variable variations in product and overall service quality by 89.7% and the rest is influenced by other factors outside the research model this is 10.3%.

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PENGARUH KUALITAS PELAYANAN TERHADAP LOYALITAS KONSUMEN MELALUI KEPUASAN KONSUMEN PADA TOKO MANDIRI TEXTILE PASAR RAYA PADANG

10.31227/osf.io/wsa62 ◽

2018 ◽

Author(s):

Misi Ariansyah ◽

Sepris Yonaldi ◽

Hafrizal Okta Ade Putra

Keyword(s):

Customer Satisfaction ◽

Service Quality ◽

Customer Loyalty ◽

Random Sampling ◽

Simple Random Sampling ◽

T Test ◽

Consumer Loyalty ◽

Sample Method ◽

Collection Methods

This study aims to determine how much effect of service quality to customer loyalty through customer satisfaction on toko Mandiri Textile pasar raya padang. Sample method used was simple random sampling. samples used to represent the population is of 100 respondents. data collection methods used are observation, questionnaires, and library. Based on the analysis path used satisfaction provides an increase of 30.3%, consumer loyalty providing increased by 22.9% and customer satisfaction by 9.8%. T test performed showed that these three variables significantly influence consumer loyalty. the value of the variable quality of service to customer satisfaction with the value of t test> t table (2,491> 1,660). service quality on customer loyalty with value t test> t table (7594> 1.660). satisfaction to loyalty to the value of t test> t table (2.925> 1.660). service quality through customer satisfaction to increase loyalty konsmen by t test> t table (7582> 1.660).

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