“I Can Live Without Banks, but Not Without Banking”

2021 ◽  
Vol 17 (3) ◽  
pp. 1-20
Author(s):  
Nitika Sharma ◽  
Pooja Goel ◽  
Anuj Sharma
Keyword(s):  
Structural Equation ◽  
Information Quality ◽  
Partial Least Square ◽  
Least Square ◽  
Equation Modeling ◽  
Online Questionnaire ◽  
Website Quality ◽  
Mediating Role ◽  
Service Interaction

The purpose of this paper is to examine the antecedents of e-banking loyalty and evangelism via threefold construct of WEQUAL (usability, information quality, and service interaction) of public sector banks operating in India. Moreover, it also investigates the mediating role of consumers' trust on the website quality of these banks and their impact on e-banking loyalty and evangelism. The data was collected from 243 respondents through online questionnaire. In order to develop the model and test the hypotheses, partial least square structural equation modeling (PLS-SEM) was done through Smart PLS version 3.2.9. Results assert that website quality of banks positively influences the trust of consumers via usability, information quality, and service interaction. Also, consumer trust plays a mediation role between WEBQUAL constructs and e-banking loyalty and evangelism.

scholarly journals EVALUASI KEPUASAN PENGGUNA LAYANAN APLIKASI MOBILE MYINDIHOME BERDASARKAN KOMBINASI METODE SERVQUAL DAN METODE WEBQUAL

2020 ◽  
Vol 14 (1) ◽  
pp. 27
Author(s):  
Endah Saputri
Keyword(s):  
Structural Equation Modeling ◽  
Service Quality ◽  
Structural Equation ◽  
Information Quality ◽  
Partial Least Square ◽  
Least Square ◽  
Equation Modeling ◽  
Website Quality ◽  
Interaction Quality ◽  
Service Interaction

Adapun penelitian ini bertujuan untuk mengetahui tingkat kepuasan pengguna aplikasi mobile myIndiHome. Sebagai penyedia layanan, PT. Telkom, Tbk dituntut untuk mampu memberikan pelayanan atau respon yang cepat, tepat dan akurat kepada pelanggan. Meskipun memiliki beberapa sarana untuk menampung semua keluhan pelanggan di Indonesia, namun dalam kenyataannya masih banyak keluhan pelanggan yang belum dapat terselesaikan dengan baik yang perlu diperhatikan. Dalam penelitian ini, pengukuran kepuasan pengguna terhadap respon cepat tanggap layanan menggunakan kombinasi metode ServQual dan WebQual. Kombinasi kedua teori, secara efektif menangani multikolinieritas (jika banyak variabel yang sangat berkorelasi). Sehubungan dengan kondisi itu, berdasarkan teori service quality (ServQual) digunakan untuk mengetahui kepuasan terhadap aplikasi tersebut, apakah ada pengaruh variabel reliability, responsiveness, empathy, assurance, dan tangible terhadap kepuasan pengguna baik perorangan maupun kelompok. Sedangkan berdasarkan instrumen website quality (webqual 4.0) mengidentifikasi kualitas berdasarkan tiga variabel yaitu usability, information quality, dan service interaction quality. Perhitungan model PLS (Partial Least Square) yang merupakan salah satu Structural Equation Modeling (SEM) digunakan untuk menguji hipotesis penelitian. Reliabilitas dan validitas juga telah diuji. Penelitian ini juga menekankan pada sejauh mana persepsi tentang kualitas layanan aplikasi mobile myIndiHome yang dirasakan dan bagaimana pengaruhnya dengan kepuasan pengguna aplikasi mobile myIndiHome dalam hal ini pelanggan indihome yang memiliki dampak signifikan pada kepuasan pengguna.

scholarly journals Pengukuran Mutu Aplikasi Web eRapor SMK dengan Metode Webqual (Studi Kasus: SMK Negeri 1 Pacitan)

Respati ◽  
2019 ◽  
Vol 14 (1) ◽  
Author(s):  
Hendri Winarto ◽  
Kusrini Kusrini ◽  
Armadyahah Amborowati
Keyword(s):  
Structural Equation Modeling ◽  
User Satisfaction ◽  
Web Application ◽  
Structural Equation ◽  
Information Quality ◽  
Partial Least Square ◽  
Least Square ◽  
Equation Modeling ◽  
Interaction Quality ◽  
Service Interaction

INTISARIAplikasi web merupakan sebuah aplikasi yang menggunakan teknologi browser untuk menjalankan aplikasi dan diakses menggunakan jaringan komputer. eRapor SMK merupakan salah satu aplikasi web yang disediakan oleh Direktorat Pembinaan SMK (PSMK) Kemendikbud untuk membantu mulai dari pengolahan nilai hingga pencetakan rapor di Sekolah Menengah Kejuruan (SMK). Salah satu sekolah yang menggunakan aplikasi eRapor SMK yang dirilis oleh Direktorat PSMK adalah SMK Negeri 1 Pacitan, yang telah memanfaatkannya sejak akhir tahun 2016. Pihak SMK Negeri 1 Pacitan maupun Direktorat PSMK belum pernah melakukan pengukuran mutu aplikasi web eRapor SMK meskipun muncul keluhan dari beberapa pengguna, sehingga dirasa perlu untuk mengetahui faktor-faktor yang mempengaruhi kualitas aplikasi tersebut. Setelah dilakukan pembandingan dengan beberapa metode pengukuran kualitas aplikasi, maka diputuskan untuk menggunakan metode WebQual 4.0 untuk mengetahui variabel dari instrumen WebQual yang mempengaruhi kepuasan pelanggan (user satisfaction), dan indikator apa saja yang perlu dilakukan perbaikan pada aplikasi eRapor SMK, serta memberikan rekomendasi perbaikan secara teknis. Penelitian ini menggunakan teknik analisis data dengan Structural Equation Modeling (SEM), memanfaatkan alat bantu aplikasi SmartPLS 3.2.8 yang berbasis metode pemodelan Partial Least Squares (PLS). Berdasarkan hasil survei terhadap 102 responden didapatkan nilai R Square adjusted untuk variabel user satisfaction sebesar 0,722 yang mengindikasikan bahwa variabel user satisfaction dapat dijelaskan oleh variabel usability, information quality, dan service interaction quality sebesar 72.2%, sedangkan sisanya yaitu sebesar 27,8% dipengaruhi oleh variabel lain yang tidak terdapat pada penelitian ini. Hasil dari analisis data nilai outer loading tiap instrumen WebQual didapatkan 8 indikator WebQual 4.0 yang perlu dilakukan perbaikan.Kata kunci: mutu aplikasi web, eRapor SMK, WebQual 4.0, PLS-SEM, user satisfaction  ABSTRACTWeb application is an application that needs web browser technologies to run, and accessed through computer networks. eRapor SMK is a web application provided by Direktorat Pembinaan SMK (PSMK) Kemendikbud to aid the process of assessment processing to grade reports (rapor) printing in Vocational High Schools (Sekolah Menengah Kejuruan). SMK Negeri 1 Pacitan is among the schools already using eRapor SMK application released by Direktorat PSMK since late 2016. Neither SMK Negeri 1 Pacitan or Direktorat PSMK have conducted any quality assessment on eRapor SMK web application, even though complaints have emerged among users, thus it is felt needed to assess the factors influencing the quality of the application. After comparing among other methods to assess application quality, it is decided to use WebQual 4.0 method to find out which variables from WebQual 4.0 instruments are affecting user satisfaction, and which of the indicators need to be fixed on eRapor SMK web application, and also giving technical recommendations for improvements. This research is using Structural Equation Modeling (SEM) data analysis technique with the help of SmartPLS 3.2.8 application, which based on Partial Least Square (PLS) modeling method. According to a survey conducted to 102 respondents, resulting in  the R square adjusted value for user satisfaction of 0.722 indicating that user satisfaction variable can be explained by usability, information quality, and service interaction quality by 72.2%, while the rest 27.8% is influenced by other variables not stated in this research. Based on the analysis of the outer loading values of every WebQual instruments, resulting in 8 WebQual 4.0 that needs improvement..Keywords:  web application quality, eRapor SMK, WebQual 4.0, PLS-SEM, user satisfaction

scholarly journals Analysis of the Effect of E-Service Quality, Website Quality, Mobile Application Quality on Customer Satisfaction (Case Study at Shopee and Tokopedia)

2020 ◽  
Vol 5 (9) ◽  
pp. 278-288
Author(s):  
Naim . ◽  
Dr. Wahyu Hari Haji ◽  
S.Kom., MM
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Structural Equation ◽  
Mobile Apps ◽  
Descriptive Analysis ◽  
Partial Least Square ◽  
Least Square ◽  
Equation Modeling ◽  
Online Questionnaire ◽  
Website Quality

E-commerce competition in Indonesia is highly competitive. Shopee and Tokopedia, as the two most extensive e-commerce services in Indonesia, have high promotion costs for user acquisition. In order for high promotion costs to be effective, high customer satisfaction is essential. This study aims to find the influence and relationship between e-Service Quality, Mobile Quality Apps website quality on Marketplace Shopee customer satisfaction, and Tokopedia. The object of this study is users who have used the Shopee or Tokopedia marketplace, both through the Website and Apps (apps), and live in Indonesia. A total of 400 respondents participated in this study, 200 respondents filled in the Tokopedia online questionnaire, and 200 respondents filled the Shopee questionnaire. Data analysis was performed using descriptive analysis, pivot tables, and statistical analysis using the Structural Equation Modeling (SEM) - Partial Least Square method and processed using Smart PLS 3.0. The results showed that e-Service Quality, Website Quality and Mobile apps quality had a positive and significant effect on Customer Satisfaction, both in the Shopee marketplace and the Tokopedia marketplace.

scholarly journals PATIENT CENTEREDNESS IN HEALTH CARE: PERSPECTIVES FROM AN EMPIRICAL INVESTIGATION

2018 ◽  
Vol 11 (8) ◽  
pp. 450
Author(s):  
Rejikumar G ◽  
Archana Ks
Keyword(s):  
Health Care ◽  
Patient Satisfaction ◽  
Service Quality ◽  
Structural Equation ◽  
Partial Least Square ◽  
Least Square ◽  
Equation Modeling ◽  
Patient Centeredness ◽  
Personalized Health

Objectives: The objective of this study was to examine the formation of wellness perceptions and satisfaction from antecedents that explain various attributes regarding service quality perceptions about doctors by patients. The topic is of contemporary relevance as health-care firms are reengineering their competencies to deliver personalized health services to for unmatched experience to develop long-term relationships with patients.Methods: Responses from 280 patients about service quality attributes of doctors, wellness perceptions, and their satisfaction are collected using a structured questionnaire. An exploratory factor analysis was performed using SPSS. 20 to identify significant dimensions of doctor’s service quality. The theoretical model developed with these dimensions, wellness perceptions, and patient satisfaction was estimated using partial least square-based structural equation modeling approach to test hypotheses about linkages among these constructs.Results: The dimension structure of doctor’s service quality contained constructs such as “price affordability of medicines,” “quality of diagnosis,” “interaction quality of doctor,” “appropriateness of tests prescribed,” and “quality of usage prescriptions.” These service quality dimensions of doctor significantly develop wellness perceptions and satisfaction among patients. Wellness perceptions act as a mediator in satisfaction development.Conclusions: Patient satisfaction and wellness perceptions are of primary importance in improving service quality in health care and to remain competitive. The health-care firms should train their professionals to interact with the patients more efficiently by adhering to the philosophy of patient centeredness in their service process.

scholarly journals ANALYSIS OF SYSTEM QUALITY, INFORMATION QUALITY AND PERCEIVED USEFULNESS TO USER SATISFACTION

2019 ◽  
pp. 62
Author(s):  
Tiana Tiana ◽  
Bambang Sugiharto ◽  
Indah Umiyati
Keyword(s):  
User Satisfaction ◽  
Structural Equation ◽  
Information Quality ◽  
Partial Least Square ◽  
Perceived Usefulness ◽  
Equation Modeling ◽  
Significant Positive Effect ◽  
Quality Of Information ◽  
Positive Effect

This study aims to test and analyze the quality of the system against perceived usefulness, the quality of information against perceived usefulness, the quality of the system to user satisfaction, Information Quality to user satisfaction and perceived usefulness to user satisfaction. The population in this research is employees teller and customer service department of Bank BJB in subang city. Sampling technique is nonprobability sampling by using purposive sampling method. The type of data used is primary data with questionnaire data collection method. Hypothesis testing used is Structural Equation Modeling (SEM) approach with variance Structural equation test or better known as Partial Least Square (PLS). The result of the research shows that Quality System has a significant positive effect on Perceived Usefulness, Quality of Information has a significant positive effect on Perceived Usefulness, Quality of System has a significant positive effect on user satisfaction, Information Quality has positive significant effect on user satisfaction, and Perceived Usefulness has no effect to User Satisfaction

scholarly journals Evaluasi Kepuasan Pengguna Terhadap Respon Cepat Tanggap Layanan Aplikasi Mobile Myindihome Berdasarkan Kombinasi Metode Servqual dan Metode Webqual

2020 ◽  
Vol 11 (1) ◽  
Author(s):  
Endah Saputri ◽  
Dedy Syamsuar
Keyword(s):  
Structural Equation Modeling ◽  
Service Quality ◽  
Mobile Applications ◽  
User Satisfaction ◽  
Structural Equation ◽  
Information Quality ◽  
Partial Least Square ◽  
Least Square ◽  
Equation Modeling ◽  
Customer Complaints

<p align="center"><strong>Abstract</strong></p><p class="Isiabstract">As for this research aims to determine the level of satisfaction of myindihome mobile application users. As a service provider, PT. Telkom, Tbk is required to be able to provide service, a fast respons, precise and accurate to customers. Even though it has several facilities to accommodate all customer complaints in Indonesia, but in reality there are still many customer complaints that have not been resolved properly which need attention. In this study, measurement of user satisfaction toward service responsiveness uses a combination of ServQual method and WebQual method. The combination of both theories, effectively addresses multicollinearity (if many variables are highly correlated). In connection with that condition, based on the theory of service quality (ServQual) is used to determine satisfaction with the application, is there an influence of variables of reliability, responsiveness, empathy, assurance, and tangible toward user satisfaction both individuals and groups. While based on the website quality (webqual 4.0) instrument identify quality based on three variables, namely usability, information quality, and service interaction quality. PLS (Partial Least Square) model of calculation which is one of the Structural Equation Modeling is used to test research hypothesis. Reliability and validity have also been tested. This study is also emphasis on the extent to which the perception of the quality of service of mobile applications myIndiHome perceived and how it affects the user satisfaction of mobile applications myIndiHome in this case the customer indihome that have significant impact on customers' satisfaction..</p><p class="Isiabstract"><strong>Keywords</strong><strong> </strong><strong>:</strong><strong> </strong><strong> </strong>Indihome, User Satisfaction, Servqual, and Webqual</p><p class="Isiabstract" align="center"><strong>Abstrak</strong></p><p class="Abstrak"><em>Adapun penelitian ini bertujuan untuk mengetahui tingkat kepuasan pengguna aplikasi mobile my</em><em>I</em><em>ndi</em><em>H</em><em>ome. Sebagai penyedia layanan, PT. Telkom, Tbk dituntut untuk mampu memberikan pelayanan atau respon yang cepat, tepat dan akurat kepada pelanggan. Meskipun memiliki beberapa sarana untuk menampung semua keluhan pelanggan di Indonesia, namun dalam kenyataannya masih banyak keluhan pelanggan yang belum dapat terselesaikan dengan baik yang perlu diperhatikan. Dalam penelitian ini, pengukuran </em><em>kepuasan pengguna terhadap respon cepat tanggap layanan </em><em>menggunakan kombinasi metode ServQual dan WebQual. Kombinasi kedua teori, secara efektif menangani multikolinieritas (jika banyak variabel yang sangat berkorelasi). Sehubungan dengan kondisi itu, berdasarkan teori service quality (ServQual) digunakan untuk mengetahui kepuasan terhadap aplikasi tersebut, apakah ada pengaruh variabel reliability, responsiveness, empathy, assurance, dan tangible terhadap kepuasan pengguna baik perorangan maupun kelompok. Sedangkan berdasarkan instrumen </em><em>website quality (</em><em>webqual 4.0</em><em>)</em><em> mengidentifikasi kualitas berdasarkan tiga variabel yaitu usability, information quality, dan service interaction quality. </em><em>Perhitungan model PLS (Partial Least Square) yang merupakan salah satu Structural Equation Modeling (SEM) digunakan untuk menguji hipotesis penelitian. Reliabilitas dan validitas juga telah diuji. Penelitian ini juga menekankan pada sejauh mana persepsi tentang kualitas layanan aplikasi mobile myIndiHome yang dirasakan dan bagaimana pengaruhnya dengan kepuasan pengguna aplikasi mobile myIndiHome dalam hal ini pelanggan indihome yang memiliki dampak signifikan pada kepuasan pengguna.</em></p><strong>Kata kunci :</strong> Indihome, Kepuasan Penggguna, Servqual, dan Webqual

scholarly journals The Mediating Role of Satisfaction in the Relationship between Service Quality and Loyalty: Case Study in PT Asuransi XYZ Indonesia.

2020 ◽  
Vol 4 (1) ◽  
pp. 46-55
Author(s):  
Roby Nurismartian ◽  
Prof. Ir. Hendra Michael Roy Sembel, MBA., Ph.D., CSA
Keyword(s):  
Service Quality ◽  
Structural Equation ◽  
Positive Impact ◽  
Partial Least Square ◽  
Least Square ◽  
Equation Modeling ◽  
Significant Variable ◽  
Insurance Company ◽  
Mediating Role ◽  
The Relationship

The objective of this study is to analyze the relationship of service quality on agents’ satisfaction, service quality on agents’ loyalty, and satisfaction on loyalty when they used the insurance portal XYZNet as a digital tools provided by PT Asuransi XYZ Indonesia for their agents’ to increase market share in retail business in Indonesia. Where the portal was facing the challenge of the low number of usage. This study used a quantitative approach, involved 100 respondents which have minimum five times using this portal as samples. The analysis technique used in this study is Partial Least Square (PLS) Structural Equation Modeling (SEM), with the help of SmartPLS version 3.2.8 software. The results indicated that service quality positively influenced agents’ satisfaction, satisfaction also positively influenced agents’ loyalty. However service quality did not significantly influenced agents’ loyalty. The finding also indicated that satisfaction was a significant variable that mediated the relationship between service quality and loyalty. The study gives positive impact to the future researchers to do similar study. Furthermore, the finding could help PT Asuransi XYZ Indonesia and insurance company in general to improve their service quality.

scholarly journals Effect of Advertisement on Children’s Purchase Intention: The Mediating Role of Advertisement Recall

2021 ◽  
pp. 81-87
Author(s):  
Shanta Banik ◽  
Sakhi Rani Dhar
Keyword(s):  
Purchase Intention ◽  
Structural Equation ◽  
Target Population ◽  
Purchase Intentions ◽  
Partial Least Square ◽  
Least Square ◽  
Equation Modeling ◽  
Product Packaging ◽  
Mediating Role

Although advertisement is considered as an attention-grabbing tool, however, existing literature largely ignored whether such advertisement has any effect on children to recall the advertised products. This study thus aims to examine the effects of television advertisement on children’ purchase intention through the mediating role of advertisement recall in the Asian context. Since the target population is unknown, a non-probability sampling based convenient sampling approach was used to collect data. Data were collected from 245 parents of their 448 children in the context of confectionary products in Bangladesh. Partial least square based structural equation modeling was used to analyze the collected data. The results show that information, entertainment and product packaging displayed in advertisement significantly affect children’ advertisement recall. Advertisement recall is also found to have influence on children’ purchase intentions. Further, advertisement recall fully mediates in the relationships between information and purchase intentions; entertainment and purchase intentions; and packaging and purchase intentions. This study also offers significant theoretical and managerial implications.

scholarly journals Kindfull-Digital Character Book Effectiveness: A User Satisfaction Approach

2021 ◽  
Vol 26 (5) ◽  
pp. 491-500
Author(s):  
Azmi Fitriati ◽  
Subuh Anggoro ◽  
Sri Harmianto ◽  
Naelati Tubastuvi
Keyword(s):  
User Satisfaction ◽  
Interface Design ◽  
Structural Equation ◽  
Partial Least Square ◽  
Least Square ◽  
Equation Modeling ◽  
Survey Method ◽  
System Quality ◽  
Perceived Satisfaction

This study aims to examine the effect of user competence on system quality and user satisfaction with the use of the kindfull-digital character book apps. The quality of the system is measured by indicators of flexibility and accessibility. Then, user satisfaction affected the acceptance of a system. Survey method with quantitative measurements were used. Respondents where users of the application include teachers’ and parents. Data were collected using a questionnaire. The analysis technique used is Structural Equation Modeling - Partial Least Square. The results showed that user competence had an effect on system quality. Then, competent users improve system quality. Furthermore, the quality of the system can increase user satisfaction. Satisfied users will always use IS. Thus, resulted monitoring will also be more accurate, complete and timely. Based on these results, were suggested to increase the user's knowledge and skills. So, the quality of the system will improve. The perceived satisfaction will increase their use. Then, application usage training is needed to improve their competence. Thus, the quality of the system can be improved through flexibility and accessibility. The app interface design should be made more user-friendly by providing simple features, compliant content accompanied by interested display.

scholarly journals Unlocking employee’s green behavior in fertilizer industry: the role of green HRM practices and psychological ownership

2021 ◽  
pp. 1-18
Author(s):  
Muhammad Waqas ◽  
Farzan Yahya ◽  
Ammar Ahmed ◽  
Yasir Rasool ◽  
Li Hongbo
Keyword(s):  
Structural Equation ◽  
Partial Least Square ◽  
Least Square ◽  
Psychological Ownership ◽  
Equation Modeling ◽  
Manufacturing Firm ◽  
Mediating Role ◽  
Green Behavior ◽  
Green Human Resource Management

The engineering of agrochemicals and inorganic fertilizers indirectly facilitates the emissions of NO2 and CO2. The extensive use of pesticides and inorganic chemical fertilizers has drawn the world’s attention to green practices. Grounded on the ability-motivation-opportunity (AMO) theory, we investigated the effect of green human resource management (GHRM) practices on employees’ green behavior with the mediating role of psychological ownership. We applied the partial least square structural equation modeling (PLS-SEM) technique to 279 responses acquired from the fertilizer manufacturing firm employees. The results show that GHRM practices (green competence building, green motivation enhancing, and green employee involvement practices) significantly improve employee green behavior. Additionally, GHRM practices enhance the sense of ownership of nature among employees due to which they involve themselves proactively in eco-friendly activities and behavior.

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