The Effect of E-Service Quality on Football Fan Satisfaction and Fan Loyalty Toward the Websites of Their Favorable Football Teams

2018 ◽  
pp. 470-485 ◽  
Author(s):  
Javad Khazaei Pool ◽  
Ali Dehghan ◽  
Hadi Balouei Jamkhaneh ◽  
Akbar Jaberi ◽  
Maryam Sharifkhani
Keyword(s):  
Service Quality ◽  
Random Sampling ◽  
Structural Equation ◽  
Marketing Research ◽  
Strong Support ◽  
Equation Modeling ◽  
Valuable Insight ◽  
Electronic Service ◽  
Sports Club ◽  
Insight Into

The purpose of the current study was to examine the effect of electronic service quality on fan satisfaction and fan loyalty in the online environment. Selection of three hundred and fifty-six fans of a famous sports club was through random sampling using the club's website. AMOS used structural equation modeling for data analysis. Results provided strong support on the effect of electronic service quality (E-S-QUAL) on fan satisfaction and fan loyalty toward the website of their favorable football teams. Business enterprises have well researched e-service quality and loyalty. However, limited research exists in the sports context. This paper provides valuable insight into the measurement of e-service quality and fan loyalty in the sport and offers a foundation for future marketing research.

The Effect of E-Service Quality on Football Fan Satisfaction and Fan Loyalty toward the Websites of Their Favorable Football Teams

2016 ◽  
Vol 12 (1) ◽  
pp. 43-57 ◽  
Author(s):  
Javad Khazaei Pool ◽  
Ali Dehghan ◽  
Hadi Balouei Jamkhaneh ◽  
Akbar Jaberi ◽  
Maryam Sharifkhani
Keyword(s):  
Service Quality ◽  
Structural Equation ◽  
Marketing Research ◽  
Strong Support ◽  
Equation Modeling ◽  
Valuable Insight ◽  
Electronic Service ◽  
Sports Club ◽  
Insight Into ◽  
Selection Of

The purpose of the current study was to examine the effect of electronic service quality on fan satisfaction and fan loyalty in the online environment. Selection of three hundred and fifty-six fans of a famous sports club was through random sampling using the club's website. AMOS used structural equation modeling for data analysis. Results provided strong support on the effect of electronic service quality (E-S-QUAL) on fan satisfaction and fan loyalty toward the website of their favorable football teams. Business enterprises have well researched e-service quality and loyalty. However, limited research exists in the sports context. This paper provides valuable insight into the measurement of e-service quality and fan loyalty in the sport and offers a foundation for future marketing research.

scholarly journals Impact of Service Quality and Service Innovations on Competitive Advantage in Retailing

2019 ◽  
Vol 2 (2) ◽  
pp. 366-374
Author(s):  
R. Neni Kusumadewi ◽  
Otong Karyono
Keyword(s):  
Service Quality ◽  
Competitive Advantage ◽  
Random Sampling ◽  
Structural Equation ◽  
Industrial Revolution ◽  
Sampling Technique ◽  
Added Value ◽  
Equation Modeling ◽  
Stratified Random Sampling ◽  
Analysis Method

Current competitive environment induced by 4.0 industrial revolution has forced companies to focus on managing service to customer by provide added value to customers, so that it will increase competitiveness. This study aims to find out and analyze impact of service quality and service innovations on competitive advantage. Analysis method is descriptive statistical and Structural Equation Modeling with AMOS software. The sampling Technique was purposive sampling with combination cluster proportional stratified random sampling, the instrument to collect the data was questionnaire with manager, supervisor or employee of retailing. The results indicate that the service quality and service innovations impact on competitive advantage.

scholarly journals PENGARUH SERVQUAL TERHADAP KEPUASAN YANG BERDAMPAK PADA LOYALITAS PENGGUNA E-WALLET (OVO)

BISMA ◽  
2020 ◽  
Vol 14 (1) ◽  
pp. 48
Author(s):  
Bob Foster
Keyword(s):  
Service Quality ◽  
Direct Effect ◽  
Random Sampling ◽  
Consumer Satisfaction ◽  
Structural Equation ◽  
Sampling Technique ◽  
Equation Modeling ◽  
Consumer Loyalty ◽  
Verification Method ◽  
Digital Wallet

The purpose of this study is to analyze the direct effect of service quality on satisfaction, the direct effect of service quality and satisfaction on loyalty, the direct effect of satisfaction on loyalty, and the indirect effect of service quality on the loyalty of the users of e-wallet or digital wallet application (Ovo). The research sample consisted of 100 respondents taken by convenience random sampling technique. This research used a descriptive verification method. Data were analyzed using structural equation modeling run by Lisrel 8.80 software. The results showed that service quality and satisfaction had a positive and significant effect on loyalty, service quality had a positive and significant effect on satisfaction, and service quality had a positive and significant effect on loyalty as mediated by satisfaction. These results indicate that increasing service quality will increase consumer satisfaction, which finally increases consumer loyalty. Keywords: loyalty, satisfaction, service quality

scholarly journals Pengaruh Kualitas Pelayanan Terhadap Kepuasan Nasabah Bank Syariah Mandiri di Banjarmasin Kalimantan Selatan

2019 ◽  
Vol 2 (1) ◽  
Author(s):  
Restu Khaliq
Keyword(s):  
Structural Equation Modeling ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Random Sampling ◽  
Structural Equation ◽  
Sampling Technique ◽  
Analysis Data ◽  
Equation Modeling ◽  
Dominant Dimension

The purpose of this study was to determine whether there was a significant effect of CARTER's service quality consisting of compliance, assurance, reliability, tangible, empathy, and responsiveness to customer satisfaction at Bank Syariah Mandiri Banjarmasin. Structural Equation Modeling (SEM) by smartPLS was used in the analysis data of this research. The sample of this study was 100 respondents, taken by random sampling technique. Data was collected using a questionnaire. The results showed that there was a significant effect of CARTER service quality consisting of compliance, assurance, reliability, tangible, empathy, and responsiveness to customer satisfaction at Bank Syariah Mandiri Banjarmasin because all T-Statistics values were above 1,960. The most dominant dimension in influencing customer satisfaction is a dimension of compliance regarding the application of Islamic sharia principles.Keywords: Service Quality, Customer Satisfaction, CARTERTujuan penelitian ini adalah untuk mengetahui apakah ada pengaruh yang signifikan dari kualitas pelayanan CARTER yang terdiri dari compliance, assurance, reliability, tangible, empathy, dan responsiveness terhadap kepuasan nasabah pada Bank Syariah Mandiri Banjarmasin. Structural Equation Modeling (SEM) menggunakan smartPLS digunakan dalam analisis data penelitian ini. Sampel penelitian ini sebesar 100 orang responden diambil dengan teknik random sampling. Data dikumpulkan menggunakan angket. Hasil penelitian menunjukkan bahwa terdapat pengaruh yang signifikan dari kualitas pelayanan CARTER yang terdiri dari compliance, assurance, reliability, tangible, empathy, dan responsiveness terhadap kepuasan nasabah pada Bank Syariah Mandiri Banjarmasin karena seluruh nilai T-Statistics berada diatas 1,960. Dimensi yang paling dominan dalam mempengaruhi kepuasan nasabah adalah dimensi compliance tentang penerapan prinsip syariah Islam.Kata Kunci: Kualitas Pelayanan, Kepuasan Pelanggan, CARTER

scholarly journals Pengaruh Kualitas Layanan Terhadap Loyalitas Nasabah Melalui Kepuasan Nasabah Dengan Citra Perusahaan Sebagai Variabel Moderating (Studi Kasus Pada PT. Bank BRI Persero Tbk.Cabang Tenggarong)

2021 ◽  
Vol 21 (2) ◽  
pp. 17-35
Author(s):  
Deri Pranoto ◽  
Mawardi Mawardi
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Positive Relationship ◽  
Marketing Research ◽  
Statistical Test ◽  
Corporate Image ◽  
Equation Modeling ◽  
Service Excellence

Abstract:                The purpose of this study was to determine the effect of service quality on customer loyalty and to determine the effect of service quality on customer satisfaction at PT. Bank BRI Tenggarong Branch. As one of the state-owned banks with the largest profits in Tenggarong District, the problems that occur in Bank BRI are the Marketing Research Indonesia Survey (MRI) on customer loyalty and The Best Bank Service Excellence 2016 to 2017 shows that Bank BRI's score in terms of service and customer loyalty is still far from expectations. This means that Bank BRI has not succeeded in creating and managing customer loyalty properly. This study uses data analysis using Structural Equation Modeling (SEM) assisted by SmartPLS version 3.2.8. by testing the hypothesis using the t statistical test. The number of samples used amounted to 143 people.                The results showed that the service quality variable had a significant effect on customer loyalty. The service quality variable has a significant effect on customer satisfaction. The variable of customer satisfaction has a significant effect on customer loyalty. The corporate image variable has no significant effect on customer loyalty. The service quality variable indirectly has a significant effect on customer loyalty through customer satisfaction so that the customer satisfaction variable is partially proven or there is partial mediation and the corporate image variable has no significant effect in moderating the customer satisfaction variable on customer loyalty with a positive relationship direction (strengthening) and the image variable. companies in this study are included in the Moderation Potential type (Homologiser Moderator)   Keywords: Service Quality, Customer Loyalty, Customer Satisfaction, Satisfaction Customers, Company Image

Measuring electronic service quality in India using E-S-QUAL

2018 ◽  
Vol 35 (2) ◽  
pp. 430-445 ◽  
Author(s):  
Manimay Ghosh
Keyword(s):  
Service Quality ◽  
Structural Equation ◽  
Perceived Value ◽  
Field Research ◽  
Perceived Quality ◽  
Equation Modeling ◽  
Multivariate Techniques ◽  
Content Type ◽  
Four Dimensions ◽  
Electronic Service

Purpose The purpose of this paper is to examine the applicability of electronic service quality instrument, E-S-QUAL, in e-commerce industry in India. Additionally, the efficacy of the instrument is also examined for two sub-groups of users based on frequency of usage. Design/methodology/approach Field research was conducted with a modified version of the instrument. The data collected were analyzed using multivariate techniques. Findings The study confirms the validity of the four dimensions (efficiency, fulfillment, system availability, and privacy) of E-S-QUAL instrument. All four dimensions were found to be significant predictors of perceived value. Efficiency and fulfillment were significant predictors of overall perceived quality. Perceived value had a positive and significant relationship with loyalty. The two relationships were further examined for two sub-groups of web users based on the frequency of usage. For heavy users of websites, all four dimensions were significant predictors of perceived value. For predicting perceived value in respect of light users of website, efficiency, fulfillment, and privacy were important determinants. The relationships among latent constructs were checked using structural equation modeling and the model was found to be acceptable. The result showed that electronic service quality affected perceived value, which, in turn, affected loyalty toward a website. Originality/value This paper makes an attempt to replicate the four dimensions structure of E-S-QUAL instrument on online shopping sites in India thus enhancing its external generalizability. Additionally, the paper investigates the association of the four aforesaid dimensions with perceived value and overall perceived quality for two sub-groups of users: frequent and non-frequent. The cornerstone of this particular study is to examine the frequency of usage as deterministic parameter for perceived value and overall perceived quality.

scholarly journals Analisis Pengaruh E-Service Quality Dan Perceived Value Terhadap Kepuasan Pelanggan Dan Loyalitas Pelanggan Layanan Internet Indihome

2019 ◽  
Vol 3 (1) ◽  
Author(s):  
Lia Arisyanti Ndun
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Random Sampling ◽  
Structural Equation ◽  
Strong Influence ◽  
Perceived Value ◽  
Sampling Technique ◽  
Equation Modeling ◽  
Internet Service

The purpose of this study was to analyze the effect of e-service quality and perceived value towards customer satisfaction and its impact towards customer loyalty for IndiHome customers and internet service customers. Using random sampling technique, the questionnaire was well-collected and was used in data processing using the Structural Equation Modeling (SEM) method with the Smart PLS program. This analysis was conducted on 135 respondents as customers of IndiHome's internet service. Variables that are used in this study were e-service quality, perceived value, customer satisfaction and customer loyalty. Based on the results of the study, it was found that e-service quality and perceived value have influence towards customer satisfaction, customer satisfaction have strong influence towards customer loyalty, yet e-service quality and perceived value have weak indirect influence towards customer loyalty.

scholarly journals Peran persepsi terhadap electronic service quality dan electronic word-of mouth (e-wom) terhadap intensi pembelian ulang melalui e-commerce

2021 ◽  
Vol 9 (2) ◽  
pp. 164-171
Author(s):  
Dian Febriany Putri ◽  
Sumaryono Sumaryono
Keyword(s):  
Service Quality ◽  
Purchase Intention ◽  
Structural Equation ◽  
Word Of Mouth ◽  
Sampling Technique ◽  
Equation Modeling ◽  
Electronic Word Of Mouth ◽  
Electronic Service ◽  
Consumer Intentions ◽  
Age Range

Expanding the process of buying and selling goods or business transactions from offline to online becomes a challenge for its users. The intensity of purchasing goods by consumers through e-commerce is influenced by various factors, one of which is the perception of electronic service quality and electronic word-of-mouth (e-wom). The purpose of this study is to find out the role of perceptions of electronic service quality and electronic word-of-mouth (e-WOM) toward re-purchase intention through e-commerce. Respondents in this research were individuals with an age range of 18-35 years and the total of respondents were 232 people. The sampling technique used purposive sampling. Data was collected using the re purchase intention, perception of electronic service quality, and e-WOM scales. Methods of data analysis using Structural Equation Modeling (SEM). The results of the study explain that one’s perception of electronic service quality and information circulating through e-WOM each have a role in influencing or strengthening consumer intentions to repurchase products through e-commerce.

scholarly journals FORMING CUSTOMER LOYALTY THROUGH FACTORS IN MEDIATION OF CUSTOMER SATISFACTION

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.

scholarly journals The Impact of E-Service Quality and E-Loyalty on Online Shopping: Moderating Effect of E-Satisfaction and E-Trust

2017 ◽  
Vol 9 (2) ◽  
pp. 92 ◽  
Author(s):  
Rami Mohammad Al-dweeri ◽  
Zaid Mohammad Obeidat ◽  
Mohammad Ahmad Al-dwiry ◽  
Muhammad Turki Alshurideh ◽  
Alaa Mohammad Alhorani
Keyword(s):  
Service Quality ◽  
Customer Service ◽  
Structural Equation ◽  
Three Dimensions ◽  
Equation Modeling ◽  
Attitudinal Loyalty ◽  
Explanatory Factors ◽  
Electronic Service ◽  
The Impact ◽  
The Relationship

This paper analyzes the role of online satisfaction and e-trust as mediators in the relationship between electronic service quality (e-SQ) and online loyalty (integrating behavioral and attitudinal elements), in the context of e-shopping. In an increasingly competitive environment, e-retailers need to know the determinants of the success of their online distribution channels in terms of service quality and the influence of this on e-satisfaction, e-trust and e-loyalty. Using a sample of 302 website users of amazon.com in Jordan, confirmatory factor analysis and structural equation modeling were performed to test the relationship between these dimensions. Three dimensions were found to be the main explanatory factors of e-SQ, namely efficiency, privacy and customer service. In addition, it was confirmed that satisfaction mediates the relationship between e-SQ and behavioral and attitudinal loyalty. 

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