Innovation, M-Banking, and Customer Satisfaction

2021 ◽  
Vol 8 (1) ◽  
pp. 47-64
Author(s):  
Syed Moudud-Ul-Huq
Keyword(s):  
Customer Satisfaction ◽  
Structural Equation ◽  
Equation Modeling ◽  
Mobile Banking ◽  
Model Accuracy ◽  
Utilization Of Technology ◽  
The World ◽  
Banking Institutions ◽  
Positive Effect ◽  
The Web

Innovation through information technology (IT) has made advances all over, and banking is no exemption to it. The utilization of technology has gotten pervasive in the present banking institutions. Mobile banking is a recently included service in the banking area that facilitates banking by means of mobile gadgets. Mobile banking has stamped itself as a rising technology embraced by banks the world over. That's why this investigation is to recognize the effect of innovation, mobile banking on customer satisfaction and decide the elements that lead to customer satisfaction. By reviewing literature, the authors propose a model and to demonstrate the model accuracy dependent on information gathered from 269 respondents utilizing on the web media. To examine the aforesaid relationships, they use the partial least squares (PLS)-structural equation modeling (SEM) technique. The aftermath of their investigation uncovers that there is a noteworthy connection between innovation (I) and mobile banking (MB) on customer satisfaction. Then again, innovation has positive effect on mobile banking.

scholarly journals WORD OF MOUTH SEBAGAI KONSEKUENSI KEPUASAN PELANGGAN

2018 ◽  
Vol 11 (1) ◽  
pp. 111
Author(s):  
Eny Purbandari ◽  
Dyah Sugandini ◽  
Heru Tri Sutiono
Keyword(s):  
Patient Satisfaction ◽  
Structural Equation Modeling ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Structural Equation ◽  
Word Of Mouth ◽  
Equation Modeling ◽  
The Impact ◽  
Positive Effect

<p><em>The objective of this study is to investigate the impact of price and service quality on customer satisfaction to increase words of mouth. Data were collected by distributes questionnaires to 110 patient of Bhayangkara Polda DIY Hospital. Then, data was analyzed using structural equation modeling. The result showed that service quality, price and image have positive effect on patient satisfaction and patient satisfaction has a positive effect on words of mouth. The results also shows that image have the highest effect in creating the satisfaction. Therefore, the models of words of mouth have acceptable.</em></p>

scholarly journals THE RELATIONSHIP BETWEEN CUSTOMER SATISFACTION AND SECURITY TOWARD TRUST AND ITS IMPACT ON REPURCHASE INTENTION (SURVEY ON CUSTOMER OF ELEVENIA ONLINE WEBSITE)

2015 ◽  
Vol 6 (2) ◽  
pp. 599
Author(s):  
Mohammad Rizan ◽  
Kemal Abu Bakar ◽  
Basrah Saidani
Keyword(s):  
Customer Satisfaction ◽  
Structural Equation ◽  
Survey Methods ◽  
Equation Modeling ◽  
Repurchase Intention ◽  
Spss Software ◽  
One Year ◽  
The Impact ◽  
The Relationship ◽  
Positive Effect

The purpose of this research are to: examine empirically the effect of customer satisfaction to trust on customer, the impact of security to trust on customer, the impact of the customer satisfaction to repurchase intention on customer, the effect of security to repurchase intention on customer, the effect of trust to repurchase intention on customer, the effect of customer satisfaction to repurchase intention through trust as intervening variable on customer, the effect of security to repurchase intention through trust as intervening variable on customer of Elevenia website online. This research used survey methods for collecting data. The object of this research is 200 respondents who had purchased in Elevenia website online for a period of one year backward. This research used SPSS software version 22 and SEM (Structural Equation Modeling) LISREL version 8.7 for data analysis. Hypothesis testing showed that: the customer satisfaction has a positive effect and significance on trust, the security has a positive effect and significance on trust, the customer satisfaction has a positive effect and significance on repurchase intention, the security has a positive effect and significance on repurchase intention, the customer satisfaction has a positive effect and significance on repurchase intention through trust as intervening variable and the security has a positive effect and significance on repurchase intention through trust as intervening variable.   Keywords: Customer Satisfaction, Security, Trust, Repurchase Intention.

scholarly journals Determinan Kepuasan, Kepercayaan dan Loyalitas Pelanggan UKM Sasirangan Melalui Media Sosial Instagram (Studi Pada Pelanggan yang merupakan Followers/Pengikut Kasasiur_Banjar )

2021 ◽  
Vol 5 (1) ◽  
pp. 14-30
Author(s):  
Rizki Adhani ◽  
RR Yulianti Prihatiningrum
Keyword(s):  
User Interface ◽  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Information Quality ◽  
Equation Modeling ◽  
Significant Positive Effect ◽  
Interface Quality ◽  
Customer Trust ◽  
Positive Effect

This study aims to analyze the influence of User Interface Quality (X1), Information Quality (X2), Privacy Perception (X3) and Price (X4) on Satisfaction (Y1), analyze the influence of User Interface Quality (X1), Information Quality (X2), Privacy Perception (X3) and Satisfaction (Y1) on Trust (Y2) and analyze the influence of Satisfaction (Y1) and Trust (Y2) on Customer Loyalty (Y3).This research is a quantitative study using a survey approach. This research method uses a questionnaire with 150 respondents who are Instagram followers with kasasiur_banjar accounts. In this study using the Non Probability Sampling technique by purposive sampling. Measurement of variables using a Likert scale technique with a scale of weights from 1 to 5. To determine the effect of the studied variables Structural Equation Modeling (SEM) analysis tools are used.The results of the study concluded that User Interface quality has a significant positive effect on customer satisfaction. User Interface quality has a significant positive effect on customer trust. Information quality has a significant positive effect on customer satisfaction. The quality of information t has a significant positive effect on customer trust. Privacy perception has a significant positive effect on customer satisfaction. Privacy perception has a significant positive effect on customer trust. Price has a significant positive effect on customer satisfaction. Customer satisfaction has a significant positive effect on trust. Customer satisfaction has a significant positive effect on customer loyalty. Customer trust has a significant positive effect on customer loyalty. 

scholarly journals Building customer loyalty for light steel products “Kencana Truss” in Bali

2019 ◽  
Vol 6 (4) ◽  
pp. 156-168
Author(s):  
I Komang Adi Dana Wijaya ◽  
Ni Wayan Sri Suprapti
Keyword(s):  
Customer Satisfaction ◽  
Product Quality ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Brand Image ◽  
Equation Modeling ◽  
Brand Trust ◽  
Significant Positive Effect ◽  
Analysis Technique ◽  
Positive Effect

The purpose of this study is to explain the effect of product quality on customer satisfaction mediated by brand image and brand trust, ultimately determining customer loyalty. The questionnaire distributed 175 copies to the users of Kencana Truss light steel in Bali Province, but valid for processing 133 copies. Data were analyzed using SEM (Structural Equation Modeling) analysis technique. The results of this study found that variable product quality, brand image, and brand trust have a significant positive effect on customer satisfaction. Customer satisfaction variables have a significant positive effect on customer loyalty. Variable brand image and brand trust, significantly mediate the effect of product quality on customer satisfaction. Similarly, customer satisfaction mediates the effect of brand image and brand trust on customer loyalty. The implications of the results of this study indicate that product quality is found as a major factor in increasing customer satisfaction which ultimately results in customer loyalty. Providers of light steel products should pay special attention to product quality, so customer satisfaction and loyalty can be maintained.

scholarly journals EXAMINATION OF MUSLIM CONSUMERS’ INTENTIONS TO EAT AT FINE DINING RESTAURANTS

2021 ◽  
Vol 7 (1) ◽  
Author(s):  
Muhammad Amiruddin Al- Farisi ◽  
Latifah Putranti ◽  
Nuraini Desty Nurmasari
Keyword(s):  
Customer Satisfaction ◽  
Willingness To Pay ◽  
Consumer Satisfaction ◽  
Structural Equation ◽  
Equation Modeling ◽  
Significant Positive Effect ◽  
Symbolic Value ◽  
The Relationship ◽  
Positive Effect

This paper aims to identify the functional, symbolic, hedonic and Islamic value constructs of Muslim consumers’ satisfaction with fine dining restaurants. In addition, it develops the role of religiosity in the relationship between hedonic and Islamic symbolic values ​​in consumer satisfaction and examines the effect of such satisfaction on the willingness to pay more. The method used in the research is based on a Structural Equation Modeling (SEM), with data collected using a questionnaire; 281 valid respondents took part in the study. The results show that in terms of the influence of the dimensions of perceived value in explaining customer satisfaction, the functional, hedonic and Islamic have has a positive and significant effect, whereas the symbolic value variable is is perceived to have no significant effect on satisfaction. Furthermore, customer satisfaction has a significant positive effect on the willingness to pay more. In comparison, religiosity does not moderate the effect of perceived symbolic value on consumer satisfaction. However, it does moderate the effect of hedonic and Islamic value.

scholarly journals Peran Kepuasan Pelanggan Pada Hubungan Kausalitas Antara Kualitas Layanan Terhadap Niat Beralih

2021 ◽  
Vol 2 (2) ◽  
pp. 316-335
Author(s):  
Alan Rusdiana ◽  
L Suparto LM
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Structural Equation ◽  
Sampling Technique ◽  
Equation Modeling ◽  
Negative Effect ◽  
Core Service ◽  
The Relationship ◽  
Positive Effect

This type of research is associative research. This research takes the title: “This type of research is associative research. This research takes the title: "The Role of Customer Satisfaction on the Causality Relationship Between Service Quality and Switch Intention (Study on Fitra Majalengka hotel visitors)”. The purpose of this study was to determine the partial effect of core service quality and encounter on switching intentions with the mediating factor of customer satisfaction. The population in this study were all visitors to the Fitra Majalengka hotel. The sampling technique used is purposive sampling. The number of respondents in this study was 120. The data were analyzed using structural equation modeling (SEM) with AMOS 21 software. The results of this study indicate that 1) core service quality has no effect on switching intentions, 2) encounter service quality has no effect on switching intentions, 3) core service quality has a positive effect on customer satisfaction, 4) encounter service quality has a positive effect on customer satisfaction, 5 ) customer satisfaction has a negative effect on switching intentions, 6) customer satisfaction mediates the negative effect of core service quality on switching intentions, 7) customer satisfaction mediates the negative effect of encounter service quality on switching intentions. An important finding from this study is that it can confirm the concept of EDT in which customer satisfaction becomes a mediating variable between the relationship between core service quality and encounter with switching intentions.

scholarly journals An Examination of The Determinants of Customer Loyalty

2020 ◽  
Vol 5 (4) ◽  
Author(s):  
Tasrik Hasrat ◽  
. Mahfudnurnajamuddin ◽  
Asdar Djamereng ◽  
Sabri Hasan ◽  
. Budiandriani
Keyword(s):  
Customer Satisfaction ◽  
Product Quality ◽  
Brand Equity ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Equation Modeling ◽  
Negative Effect ◽  
Equity Price ◽  
Positive Effect

Brand equity, price, product quality, customer satisfaction, and the importance of customer loyalty in marketing which is the target and expectation of every company. Marketers expect to be able to retain their customers in the long term, even if possible forever. Therefore, this study wants to examine the factors that affect customer satisfaction and customer loyalty. These factors are brand equity, price, product quality, customer satisfaction, and customer loyalty. The required data were obtained through interviews using a questionnaire to 120 respondents. The data obtained were analyzed using Structural Equation Modeling (SEM) and SPSS 21 techniques. The results of hypothesis testing prove that brand equity has a positive effect on customer satisfaction, Price is a negative effect on customer satisfaction, Product quality has a positive effect on customer satisfaction, Customer satisfaction has a positive effect on customer loyalty, Brand Equity has a positive effect on customer loyalty, Price is a negative effect on customer loyalty, Product quality has a positive effect on customer loyalty, brand equity has a positive effect on customer loyalty through customer satisfaction, the price is a negative effect on customer loyalty through customer satisfaction, product quality has a positive effect on customer loyalty through customer satisfaction. Based on the results of testing the hypothesis, several managerial implications can be drawn, namely, that loyalty can be increased by increasing customer satisfaction, brand equity, price, and product quality. This is done by providing competitive prices according to the quality of the product. If the quality of the product is increased, the price will not affect the customer if it is increased, so automatically satisfaction will be formed, by itself a strong customer loyalty is formed. So it can be said that price does not affect in determining the level of customer satisfaction and customer loyalty because other very strong variables shape satisfaction and loyalty. High prices do not guarantee customers will be satisfied as well if the price of the product is cheap as long as the price is still reasonable for substitution category goods.

scholarly journals ANALISIS KUALITAS PELAYANAN TERHADAP KEPUASAN KONSUMEN (Persepsi Konsumen Hotel Golden Tulip Tangerang)

2021 ◽  
Vol 10 (2) ◽  
pp. 159
Author(s):  
Pandji Pratopo
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Structural Equation ◽  
Service Providers ◽  
Tourism Industry ◽  
Equation Modeling ◽  
Future Research ◽  
Analysis Tool ◽  
Consumer Expectations ◽  
Positive Effect

<p><em>Hotels are an element of the tourism industry and play a very important role in providing services to tourists. Each hotel tries to improve its facilities and service quality. If consumers enjoy services that are much lower than they expected, consumers will lose interest in these service providers, and the hotel will eventually lose customers. Conversely, if consumers enjoy services higher than their expectations, then consumers will feel satisfied. Based on the research background, the questions that arise in this study are which factors have the most influence on customer satisfaction on the service quality of the Golden Tulip Hotel Tangerang, and what factors have the greatest influence on customer service expectations of the Golden Tulip Hotel Tangerang. The research model developed in this study consists of four dimensions, namely service quality, consumer expectations, and customer satisfaction, with two hypotheses to be tested. The test was carried out using the Structural Equation Modeling (SEM) analysis tool in the LISREL program on 100 respondents who were consumers of the Golden Tulip Hotel Tangerang. The results of data analysis indicate that the two proposed hypotheses are acceptable, and it can be concluded that service quality has a positive effect on customer satisfaction, and consumer expectations have a positive effect on customer satisfaction. This study also links the research results with the theoretical implications and policies of the Golden Tulip Hotel Tangerang management, which are described in the conclusion section. Research limitations and future research agendas can be used as a reference for future researchers.</em></p><p><strong><em>Keywords</em></strong><em>: service quality, customer expectations, customer satisfaction</em></p>

The effect of consumer-based brand authenticity on customer satisfaction and brand loyalty

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Adem Uysal ◽  
Abdullah Okumuş
Keyword(s):  
Customer Satisfaction ◽  
Brand Loyalty ◽  
Structural Equation ◽  
Equation Modeling ◽  
Significant Positive Effect ◽  
Content Type ◽  
Brand Authenticity ◽  
Negative Effect ◽  
The Difference ◽  
Positive Effect

PurposeThe purpose of this study was to determine the effect of consumer-based brand authenticity (CBBA) on customer satisfaction (CS) and brand loyalty (BL). The moderating effect of the variable “alternative attractiveness” in the relationship between CS and BL was further investigated. The study compared and analyzed the difference between global sportswear brands and domestic ones and the difference between global chocolate brands and domestic ones in terms of CBBA, CS, BL and attractiveness of alternatives (AA).Design/methodology/approachStructural equation modeling and multigroup analysis were conducted in order to analyze the data collected from 600 consumers via face-to-face survey.FindingsThe results showed that quality commitment and heritage-sincerity, which are subdimensions of CBBA, had a significant positive effect on CS. Additionally, both of them affected CS differently in the comparison of the global brands with the domestic ones. Furthermore, CS had a significant positive effect on BL, and AA had a negative effect on BL.Originality/valueThis study deepens the insights into the effects of antecedents of CBBA on CS and BL, enhancing the research with quantitative analysis through two different product groups. The study provides important cues on which antecedents of CBBA help to strengthen the authenticity of brands of Turkish and global origin, and also differs in that it examines to what extent the effect of CBBA on CS and BL varies across global and domestic brands.

scholarly journals ANALYSIS THE EFFECT OF SERVICE QUALITY, PRICE ADVANTAGES, AND MARKETER’S BEHAVIORAL TOWARDS CUSTOMER SATISFACTION IN ORDER TO INCREASE CUSTOMER LOYALTY (Study in PT. DES TEKNOLOGI INFORMASI)

2019 ◽  
Vol 17 (1) ◽  
pp. 63
Author(s):  
Edwin Krisna Nugroho
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
User Satisfaction ◽  
Service User ◽  
Structural Equation ◽  
Empirical Studies ◽  
Positive Influence ◽  
Equation Modeling ◽  
Positive Effect

This research is aimed to examine the effect of Service Quality, Price Excellence, and Marketers Behavioral Behavior, to Customer Satisfaction, and its impact on Customer Loyalty. The problem of research is how to improve Customer Loyalty, by improving Customer Satisfaction, through Service Quality, Price Excellence, and Behavior Ethics of Marketers?The sample in this research is the customer of PT. DES Teknologi Informasi of 150 respondents. Data analysis is done by Structural Equation Modeling (SEM) using AMOS software. The results of the analysis show that Service Quality, Price Excellence, Marketers Behavior Ethics, have a positive and significant influence on Service User Satisfaction, in order to increase Service User Loyalty.The results of these empirical studies have an indication that Service Quality has a positive influence on Customer Satisfaction; Price advantage has a positive effect on Customer Satisfaction; Behavior Ethics Marketers have a positive influence on Customer Satisfaction; User Service Satisfaction has a positive effect on Customer Loyalty.

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