scholarly journals Pengaruh Servicescape dan Kualitas Komunikasi terhadap Loyalitas nasabah melalui Kepuasan nasabah sebagai variabel intervening (studi pada nasabah Bank Tabungan Pensiunan Nasional Kantor Cabang Yogyakarta)

2020 ◽  
Vol 3 (2) ◽  
pp. 125-136
Author(s):  
Pricilia Sinta Sakinda ◽  
◽  
Henny Welsa ◽  
Muinah Fadhilah ◽  
◽  
...  
Keyword(s):  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Indirect Effects ◽  
Sampling Method ◽  
Sampling Technique ◽  
Partial Least Square ◽  
Least Square ◽  
Primary Data ◽  
Direct And Indirect Effects ◽  
Communication Quality

The purpose of this study was to examine direct and indirect effects of an integrated model of servicescape and communication quality upon customer loyalty, and considered customer satisfaction as intervening variable. This study used a causal design. The main data used in this study are primary data collected through the circulation of questionnaires to the respondents BTPN bank customers in Yogyakarta. The sampling technique using purposive sampling method to determine the sample based on the consideration of researchers. Data Analysis used Partial Least Square (PLS) yaitu SEM berbasis variance, dengan software SmartPLS. Based on the analysis it can be concluded that: the result of study supports the influence of servicescape to customer satisfaction, supports the influence of servicescape to customer loyalty, supports the influence of communication quality to customer satisfaction, supports the influence of communication quality to customer loyalty, supports the influence of customer satisfaction to customer loyalty, supports the influence of servicescape to customer loyalty through customer satisfaction, supports the influence of communication quality to customer loyalty through customer satisfaction.

scholarly journals Pengaruh Operating Leverage Dan Likuiditas Terhadap Nilai Perusahaan Dengan Struktur Modal Sebagai Variabel Intervening Pada Perusahaan Sektor Consumer Goods Industry Yang Terdaftar Di Bursa Efek Indonesia Tahun 2016 - 2018

2020 ◽  
Vol 3 (2) ◽  
pp. 148-159
Author(s):  
Zahrah Nabilah ◽  
◽  
Sri Hermuningsih ◽  
Gendro Wiyono ◽  
◽  
...  
Keyword(s):  
Capital Structure ◽  
Indirect Effects ◽  
Firm Value ◽  
Sampling Method ◽  
Sampling Technique ◽  
Partial Least Square ◽  
Least Square ◽  
Direct And Indirect Effects ◽  
Company Value ◽  
Operating Leverage

The purpose of this study is to examine the direct and indirect effects of Operating Leverage and Liquidity on Firm Value with Capital Structure as an intervening variable. The sampling technique uses purposive sampling method to determine the sample based on the consideration of researchers. Data analysis uses Partial Least Square (PLS), which is variance-based SEM, with SmartPLS software. The analysis shows that (1) there is a negative and insignificant influence between Operating Leverage on Capital Structure (2) there is a positive and significant effect between Liquidity on Capital Structure (3) there is a negative and insignificant influence between Operating Leverage on Firm Value (4 ) there is a negative and insignificant effect between Liquidity on Firm Value (5) there is a negative and insignificant influence between Capital Structure on Company Value (6) Capital Structure cannot mediate between Operating Leverage and Liquidity on Firm Value.

A Consuequence of Statisfaction and Loyalty: How Brand nd Purchase Intention Affect Its (An empirical study of Bengkulu)

2020 ◽  
Vol 7 (2) ◽  
pp. 61-70
Author(s):  
Fachri Eka Saputra ◽  
Fedyah Anggriani
Keyword(s):  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Purchase Intention ◽  
Partial Least Square ◽  
Least Square ◽  
Primary Data ◽  
Price Fairness ◽  
Online Questionnaire ◽  
Positive Effect ◽  
Descriptive Method

The purpose of this study as to determine how the effect of waterpark image and price fairness on customer satisfaction and its implications for customer loyalty at Waterpark Wahana Surya Bengkulu. The measurement of this study uses 14 indicator items which are distributed using an online questionnaire. The number of samples in this study were 136 respondents and the data were analyzed using SEM PLS (Partial Least Square). Date were collected using a questionnaire using a Likert scale. This research used descriptive method with a quantitative approach. The type of data used in this study is primary data. The results of this study prove that 1. waterpark image has a positive effect on price fairness, 2. Waterpark image has a positive effect on customer satisfaction, 3. Fairness of price has a positive effect on customer satisfaction, 4. Waterpark image has a positive effect on customer loyalty, 5. Fairness of price has a positive effect on customer loyalty, 6. Customer satisfaction has no effect on customer loyalty.

scholarly journals Pengaruh Gaya Hidup Terhadap Keputusan Pembelian Dan Kepuasan Konsumen Sepeda Motor Kawasaki D-Tracker 150 Di Kota Dumai

2020 ◽  
Vol 8 (1) ◽  
pp. 54-68
Author(s):  
Fajri Mubarak Natsir ◽  
Zulkarnain ◽  
Alvi Furwanti Alwie
Keyword(s):  
Customer Satisfaction ◽  
Path Analysis ◽  
Indirect Effect ◽  
Indirect Effects ◽  
Consumer Satisfaction ◽  
Sampling Method ◽  
Sampling Technique ◽  
Direct And Indirect Effects ◽  
Equal Opportunities ◽  
Purchasing Decisions

This study aims to see and know the direct and indirect effects of lifestyle on purchasing decisions and consumer satisfaction. The population in this study were 500 respondents from Dumai City who bought and used a Kawasaki D-Tracker 150 motorcycle, using Path Analysis. In this study the sampling method uses the Probability Sampling Technique, which is a sampling technique that provides equal opportunities for elements of the population to be selected as sample members. In this study the authors set a sample of the criteria of respondents, namely age 17 years and above. Samples taken in this study used the Slovin formula. The results in this study that lifestyle has a positive and significant effect on consumer purchasing decisions. Lifestyle and purchasing decisions have a positive and significant effect on customer satisfaction. There is an indirect effect of Lifestyle on Consumer Satisfaction through Decisions

scholarly journals PENGARUH SERVICESCAPE DAN KUALITAS KOMUNIKASI KARYAWAN TERHADAP LOYALITAS NASABAH MELALUI KEPUASAN NASABAH BANK MANDIRI DI SURABAYA

2018 ◽  
Vol 15 (2) ◽  
pp. 247-268
Author(s):  
Musriha Musriha
Keyword(s):  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Sampling Technique ◽  
Personal Communication ◽  
Primary Data ◽  
Equation Modeling ◽  
Communication Quality ◽  
Modeling Analysis ◽  
Analysis Technique

The purpose of this study was to examine direct and indirect effects of an integrated model of servicescape and personal communication quality upon customer loyalty, and considered customer satisfaction as intervening variable. This study used a causal design. The main data used in this study are primary data collected through the circulation of questionnaires to the respondents Mandiri bank customers in Surabaya. The sampling technique using purposive sampling method to determine the sample based on the consideration of researchers. Data Analysis used SEM (Structural Equation Modeling) analysis technique by program package AMOS 16. Based on the analysis it can be concluded that: the result of study supports the influence of servicescape to customer satisfaction, supports the influence of servicescape to customer loyalty, supports the influence of personal communication quality to customer satisfaction, supports the influence of personal communication quality to customer loyalty, supports the influence of customer satisfaction to customer loyalty, supports the influence of servicescape and personal communication quality to customer loyalty through customer satisfaction.

scholarly journals Pengaruh Kualitas Pelayanan Islami Terhadap Kepuasan dan Loyalitas Nasabah Bank BRI Syariah Surabaya

2015 ◽  
Vol 1 (9) ◽  
pp. 622
Author(s):  
Rizky Pratama Putra ◽  
Sri Herianingrum
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Sampling Technique ◽  
Partial Least Square ◽  
Least Square ◽  
Religious Knowledge ◽  
Loyal Customer ◽  
Customer Satisfaction And Loyalty

This study aims to determine the influence of the Islamic service quality on customer satisfaction and loyalty switching intentions moderated by religious knowledge level in in Customer of BRISyariah Bank in Surabaya.The research method used is quantitative approach. This research use a total of 96 customers of BRISyariah Surabaya. Customer characteristics used are Moslem, registered as a funding or deposit customer for at least a year. The sampling technique is purposive sampling. This research uses a method PLS (Partial Least Square).The results showed that Islamic service quality has a positive and significant impact on customer satisfaction. Other results showed that customer satisfaction has significant impact to customer loyalty and Islamic service quality has significant effect on customer loyalty. This results in accordance with the theory of Othman and Owen that CARTER could be used to measure the quality of service on Islamic Banking. Suggestion for the BRISyariah Bank in Surabaya should maintain and improve its service quality in order to improve satisfaction and form a loyal customer. For further research, can be done by adding another variable which affect customer satisfaction and loyalty.

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.

Analysis of The Influence of Entrepreneurship Capability, Agility, Business Transformation, Opportunity on Start-Up Behavior In E-Commerce Companies In Indonesia During The Covid 19 Pandemic

2021 ◽  
Vol 18 ◽  
pp. 1103-1112
Author(s):  
Christopher Allen Pramono ◽  
Adler Haymans Manurung ◽  
Pantri Heriyati ◽  
Wibowo Kosasih
Keyword(s):  
Sampling Method ◽  
Sampling Technique ◽  
Partial Least Square ◽  
Least Square ◽  
Primary Data ◽  
Dominant Factor ◽  
Business Transformation ◽  
Partial Least Square Analysis ◽  
Start Up ◽  
Start Ups

The purpose of this study is to analyze the influence of Entrepreneurship Capability, Agility, Business Transformation, Opportunity on Start-Up Behavior in E-Commerce Companies in Indonesia During the Covid 19 Pandemic. The quantitative method used in this study was applied to start-up companies in Greater Jakarta with a population of 522 start-ups. The sampling method in this study used a purposive sampling technique. Questionnaires were distributed using google form as many as 522 questionnaires, 200 questionnaires were returned. From the returned questionnaires, after sorting the completeness and fulfilling the requirements for testing, 187 questionnaires were obtained consisting of the founders. Primary data were collected through a questionnaire and then analyzed using statistical analysis methods using Partial Least Square SmartPLS version 3 program. The partial least square analysis results show that each of the factors: agility, entrepreneurship capability, business transformation and opportunity have a significant effect in increasing start-up behavior in Jabodetabek. This finding explains that in building a start-up, the founder must possess the agility entrepreneurship capability factor while still following business transformation and opportunities in developing the business. This study also found that the opportunity factor is the most dominant factor in increasing the start-up behavior of founders.

scholarly journals ANALYSIS OF THE EFFECTS OF PRODUCT QUALITY, PROMOTION & LOCATION ON LOYALTY USING SATISFACTION AS THE MEDIATING VARIABLE AT LOTTEMART OF TAMAN SURYA JAKARTA

2020 ◽  
Vol 1 (5) ◽  
pp. 709-724
Author(s):  
Dyah Ruth Wulandari ◽  
Ngadino Surip
Keyword(s):  
Data Collection ◽  
Customer Satisfaction ◽  
Product Quality ◽  
Customer Loyalty ◽  
Sampling Technique ◽  
Partial Least Square ◽  
Least Square ◽  
Quality Product ◽  
Mediator Variable ◽  
Quality Promotion

This study aims to know and analyze the influences of product quality, promotion and location on the customer loyalty either directly or through the customer satisfaction as the mediator variable and also to know and analyze the influence of customer satisfaction on the customer loyalty at hypermarket Lottemart of Taman Surya. Data collection is conducted through questionnaire. Sample used in this study consists of 400 respondents of customers of hypermarket Lottemart of Taman Surya Jakarta. The sampling technique in this research uses non probability sampling technique. The method of analysis used is Partial Least Square (PLS) assisted with SmartPLS application. The results of the research reveal that quality product, promotion and location have a positive and significant effect on customer satisfaction. Product quality, promotion and customer satisfaction have a positive and significant effect on customer loyalty but location has no significant effect on customer loyalty.

scholarly journals PENGARUH SERVICESCAPE DAN KUALITAS KOMUNIKASI KARYAWAN TERHADAP LOYALITAS NASABAH MELALUI KEPUASAN NASABAH BANK MANDIRI DI SURABAYA

2017 ◽  
Vol 15 (2) ◽  
pp. 247
Author(s):  
Musriha Musriha
Keyword(s):  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Sampling Technique ◽  
Personal Communication ◽  
Primary Data ◽  
Equation Modeling ◽  
Communication Quality ◽  
Modeling Analysis ◽  
Analysis Technique

The purpose of this study was to examine direct and indirect effects of an integrated model of servicescape and personal communication quality upon customer loyalty, and considered customer satisfaction as intervening variable. This study used a causal design. The main data used in this study are primary data collected through the circulation of questionnaires to the respondents Mandiri bank customers in Surabaya. The sampling technique using purposive sampling method to determine the sample based on the consideration of researchers. Data Analysis used SEM (Structural Equation Modeling) analysis technique by program package AMOS 16. Based on the analysis it can be concluded that: the result of study supports the influence of servicescape to customer satisfaction, supports the influence of servicescape to customer loyalty, supports the influence of personal communication quality to customer satisfaction, supports the influence of personal communication quality to customer loyalty, supports the influence of customer satisfaction to customer loyalty, supports the influence of servicescape and personal communication quality to customer loyalty through customer satisfaction

scholarly journals Employee Quality Performance, Customer Orientation and Loyalty: Antecedent and Outcome of Customer Satisfaction

2019 ◽  
Vol 15 (4) ◽  
pp. 37
Author(s):  
Farzana Riva ◽  
Nawshin Tabassum Tunna ◽  
Mohammad Rabiul Basher Rubel
Keyword(s):  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Customer Orientation ◽  
Sampling Technique ◽  
Positive Influence ◽  
Partial Least Square ◽  
Least Square ◽  
Equation Modeling ◽  
Quality Performance

The objective of the current study is to assess the influence of employee quality performance, customer orientation as the antecedents of customer satisfaction and customer loyalty is the outcome of customer satisfaction of restaurant customer in the context of Bangladesh. The anticipated model aims to enhance the understanding of the influence of employee quality performance, customer orientation on customer satisfaction and consequential effect of customer satisfaction on customer loyalty. 295 customers were assessed with a self-administered questionnaire incorporating purposive judgmental sampling that is a non-probability sampling technique. A second-generation data analysis technique-structural equation modeling partial least square (SEM-PLS) was used to analyze the data and to test the hypothesized relationship. The result of the analysis showed a significant positive influence of employee quality performance and customer orientation on customer satisfaction. Moreover, customer satisfaction has been found having a significant positive relationship with customer loyalty. The study can help the management of the restaurants to realize the significance of employee quality performance and customer orientation on customer satisfaction as well as customer satisfaction on loyalty.

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