The Effect of Price and Service Quality on Train User Satisfaction and Loyalty

The quality of railroad service users in accordance with customer expectations can increase the tendency of customers to make repeat purchases, provide recommendations to others about their beneficial experiences, while customer loyalty is related to the possibility of returning customers, making business references, giving strong words, and offering references and publicity about services on the train. This study is a cross-sectional study where testing is based on data that occurs at one point in time, so that the model built is not designed to capture changes that occur due to time shift. The analysis in this study uses the statistical method of the Structural Equation Model (SEM). From the results of this study it can be concluded that the price, service quality, and customer satisfaction variables influence consumer attitudes towards loyalty applied to the Argowilis Train. This gives understanding for the Argowilis Train to see prices, improve service quality, and increase customer satisfaction.

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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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Customer Satisfaction: Service Quality or Product Quality (Case Study at Fast Food Restaurant in Jabodetabek)

Binus Business Review ◽

10.21512/bbr.v12i2.6672 ◽

2021 ◽

Vol 12 (2) ◽

pp. 165-176

Author(s):

Yudhy Kristiawan ◽

Hartoyo Hartoyo ◽

Budi Suharjo

Keyword(s):

Customer Satisfaction ◽

Service Quality ◽

Product Quality ◽

Fast Food ◽

Structural Equation ◽

Survey Methods ◽

Equation Model ◽

Fast Food Restaurant ◽

Customer Expectations ◽

Close Relationship

Along with the increasing number of fast food restaurant (FFR), the level of competition has also increased. Business owners and managers of FFR are required to provide quality services and products to maintain their existence. Product and service quality and customer satisfaction have a close relationship with company profits. Customer satisfaction is determined by customers’ perceptions regarding product or service performance to meet customer expectations. The research aimed to determine the factors that influenced customer satisfaction of the FFR. The research was conducted in FFR in Jabodetabek using a descriptive approach with survey methods and convenience sampling techniques. Using the Structural Equation Model (SEM), the researchers analyzed several factors that influenced customer satisfaction: service and product quality. The results illustrate that service quality affects customer satisfaction. Satisfied customers will revisit the FFR. However, product quality has no direct effect on customer satisfaction. To improve customer satisfaction, the management of FFR must pay attention to the attributes that contribute greatly but receive low ratings from customers. It consists of the coolness of the room when customers eat and greetings from officers when customers leave the restaurant. Owners and managers of FFR are required to provide service and product quality to maintain their existence.

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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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Study The Effects Of Corporate Image, Service Quality And Price Perceptions On Customer Satisfaction And Purchase Loyalty (A Survey On Pertamina In South Sulawesi Province)

European Journal of Business Management and Research ◽

10.24018/ejbmr.2020.5.2.243 ◽

2020 ◽

Vol 5 (2) ◽

Author(s):

Paulus Johan Lolo

Keyword(s):

Customer Satisfaction ◽

Service Quality ◽

Structural Equation ◽

Sampling Method ◽

Equation Model ◽

Corporate Image ◽

Price Perception ◽

South Sulawesi ◽

Quota Sampling ◽

Price Perceptions

This study seeks to analyze the influence of corporate image, quality services and price perceptions of Pertamina product customer satisfaction, analyze the influence of corporate image, service quality and price perceptions on purchase loyalty, analyze customer satisfaction on purchase loyalty, and analyze the influence of corporate image, service quality and price perception through customer satisfaction on purchase loyalty. The study was conducted at the Pertamina Office in South Sulawesi Province with a population of 5,540 people and a sample of 277 respondents based on a 5% Quota sampling method. Data were analyzed using the Structural Equation Model using AMOS 18. The results found that corporate image, service quality and price perception had a positive and significant effect on customer satisfaction. Corporate image, service quality and price perception have a positive and significant effect on purchase loyalty. Customer satisfaction has a positive and significant effect on purchase loyalty. Feelings of pleasure using the product as an actualization of the attitude of customer loyalty, corporate image and service quality through customer satisfaction has a positive and significant effect on purchase loyalty, while price perception through customer satisfaction has a positive and insignificant effect on purchase loyalty.

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Antecedents of Customers Loyalty towards Go-Jek Service

Telaah Bisnis ◽

10.35917/tb.v21i2.188 ◽

2021 ◽

Vol 21 (2) ◽

pp. 69

Author(s):

Helmy Ilham Nugraha ◽

Anas Hidayat ◽

Putra Endi Catyanadika ◽

Sri Rejeki Ekasasi

Keyword(s):

Customer Satisfaction ◽

Service Quality ◽

Structural Equation Model ◽

Customer Loyalty ◽

Structural Equation ◽

Equation Model ◽

Sem Analysis ◽

Website Design ◽

Consumer Loyalty ◽

Purposive Sampling

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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Enhance Strategy Promotion University of Medan Area to Increasing the Number of New Students during the COVID-19 Pandemic

International Journal of Research and Review ◽

10.52403/ijrr.20210553 ◽

2021 ◽

Vol 8 (5) ◽

pp. 432-437

Author(s):

Muhammad Al Fikri

Keyword(s):

Customer Satisfaction ◽

Service Quality ◽

Student Satisfaction ◽

Structural Equation ◽

Private Universities ◽

State Universities ◽

Equation Modeling ◽

New Students ◽

Improve Service Quality ◽

Positive Word Of Mouth

Private and State Universities are still faced with competition between universities to increase the number of students especially during the Covid 19 period. This research aims to analyze the effect of each of the variables of e-service quality, e-satisfaction, positive Word of Mouth / WoM, either directly or indirectly. Data were collected from 200 students from one of the best private universities in North Sumatra (Medan), and processed using Structural Equation Modeling / SEM. From the results of data processing, all tested hypotheses can be accepted, and research found that to encourage positive WoM, PTS must be sensitive to the creation of student satisfaction. Positive WoM can be an effective advertising promotion tool for PTS to get new student candidates through existing student recommendations. In addition, to increase e-customer satisfaction, PTS is required to always improve service quality that is delivered through online services. Keywords: e-service quality, e-customer satisfaction, positive WoM, private universities.

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Satisfied, but Will They Spread a Word? The Role of Customer Satisfaction at Jamu Café

Binus Business Review ◽

10.21512/bbr.v9i1.3915 ◽

2018 ◽

Vol 9 (1) ◽

pp. 1

Author(s):

Usep Suhud ◽

Sheila Maryam Bajunaid

Keyword(s):

Customer Satisfaction ◽

Service Quality ◽

Structural Equation ◽

Word Of Mouth ◽

Equation Model ◽

Repurchase Intention ◽

Factor Analyses ◽

Confirmatory Factor Analyses ◽

Confirmatory Factor

This research aimed to investigate consumers’ intention to repurchase jamu at Jamu Café. Service quality, customer satisfaction, and Word-of-Mouth (WOM) were selected as the predictor variables. In total, 200 participants who purchased jamu at the café were selected conveniently. Data were analyzed using exploratory and confirmatory factor analyses as well as Structural Equation Model (SEM). As a result, service quality influences customer satisfaction significantly. As customers are satisfied, they do word-of-mouth and repurchase. On the other hand, WOM has an insignificant impact on repurchase intention.

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Factors Affecting University Students’ Perspectives on Cyberbullying Factors Affecting

Journal of Higher Education and Science ◽

10.5961/jhes.2021.445 ◽

2021 ◽

Vol 11 (2) ◽

pp. 257-264

Author(s):

Ayşe TAŞTEKİN OUYABA

Keyword(s):

Health Behaviors ◽

Structural Equation ◽

Cross Sectional Study ◽

Health Sciences ◽

Equation Model ◽

Cyber Victimization ◽

Chi Square ◽

Cross Sectional ◽

Behavioral Skills ◽

Factors Affecting

This research is a cross-sectional study. It was conducted with 340 students studying at the Faculty of Health Sciences of the Afyonkarahisar Health Sciences University. Data were collected through a questionnaire. T-test, Mann Whitney U, and Chi-square test were used to compare the sociodemographic and internet usage characteristics of the students according to their gender. Data were evaluated with Structural Equation Model. Being a woman is associated with better motivation (β: = -.20, p = 0.000) and health behaviors (β= -.22, p = 0.000). High motivation is associated with better behavioral skills (β= .15, p = 0.005) and better health behaviors (β= .28, p = 0.000). Better health behaviors indicate a decrease in cyber victimization (β= -.11, p = 0.042). It was observed that female students’ sensitivity towards preventing and preventing cyberbullying was higher than male students. Students with a high level of motivation have better behavioral skills and health behaviors. Students with better behavioral skills and health behaviors were less exposed to cyber victimization.

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The Antecedent of Customer Satisfaction and Its Impact on Customer Retention in Tourism as Hospitality Industry

10.31235/osf.io/469v5 ◽

2020 ◽

Author(s):

Andala Rama Putra Barusman ◽

Evelin Putri Rulian ◽

Susanto Susanto

Keyword(s):

Customer Satisfaction ◽

Service Quality ◽

Structural Equation ◽

Hospitality Industry ◽

Customer Retention ◽

Equation Model ◽

Customer Relationship ◽

Global Changes ◽

The Government ◽

The Impact

Taking a case study of tourism as hospitality industry in Lampung Province in Indonesia, we analyze the antecedent of customer satisfaction and its impact on customer retention. Using Structural Equation Model (SEM), we find that customer relationship management has a significant impact on service quality, customer satisfaction and customer retention. Moreover, the impact of service quality on customer satisfaction and the one of customer satisfaction on customer retention are also significant. Relying on the findings, we recommend some strategies for the government of Lampung Province, e.g. training local people to behave more friendly in welcoming domestic or international tourists, fixing all lodging facilities, creating more souvenirs with Lampung’s ornaments and developing management system adopting global changes in technology, communication and trend.

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