Service Quality and Its Impact on Customer Satisfaction and Loyalty in Airline Industry: Partial Least Square (PLS)-Structural Equation Modelling (SEM) Approach.

2021 ◽  
Vol 27 (3) ◽  
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Structural Equation Modelling ◽  
Airline Industry ◽  
Structural Equation ◽  
Partial Least Square ◽  
Least Square ◽  
Equation Modelling ◽  
Customer Satisfaction And Loyalty

scholarly journals The Importance of Service Quality in Building Customer Satisfaction and Loyalty in the Service Industry: A Case Study of Hunky Dory Barbershop

2020 ◽  
Vol 11 (2) ◽  
pp. 79-89
Author(s):  
Muhammad Fakhrul Arifin ◽  
Hartoyo Hartoyo ◽  
Eva Z Yusuf
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Structural Equation ◽  
Service Industry ◽  
Sampling Technique ◽  
Partial Least Square ◽  
Least Square ◽  
Equation Modeling ◽  
Price Perception ◽  
Customer Satisfaction And Loyalty

The research aimed to see how the influence of service quality was on customer satisfaction and loyalty in Hunky Dory Barbershop. The research was an explanatory research. The sampling technique was done by giving questionnaires to random customers who came to Hunky Dory barbershop. Analysis applied Structural Equation Modeling-Partial Least Square (SEM-PLS) to see the relationship between variables of service quality, price perception, trust, customer satisfaction, and loyalty. The results show that all variables affect customer satisfaction and loyalty, except price perception. It does not affect satisfaction since customers do not consider price when they are satisfied with the service. There is a significant positive relationship between service quality and loyalty which shows that the higher the service quality is, the higher the loyalty will be.

scholarly journals ANALISIS KUALITAS PLATFORM E-MARKETPLACE TERHADAP LOYALITAS PELANGGAN (Studi Kasus: Pengguna Zilingo)

2021 ◽  
Vol 20 (2) ◽  
Author(s):  
Erfina Ferdinand ◽  
Muhammad Fikry Aransyah ◽  
Wira Bharata
Keyword(s):  
Service Quality ◽  
Structural Equation Modelling ◽  
Structural Equation ◽  
Partial Least Square ◽  
Least Square ◽  
Equation Modelling

Penelitian ini bertujuan untuk menganalisis kualitas suatu platform e-marketplace Zilingo terhadap loyalitas pelanggannya, apakah sudah sesuai dengan kaidah penyajian platform e-marketplace yang baik dan benar serta melakukan evaluasi untuk mengukur dan meningkatkan serta memperbaiki kualitas layanannya yang masih kurang guna meningkatkan loyalitas pelanggan. Metode yang digunakan adalah metode Structural Equation Modelling melalui pendekatan Partial Least Square atau SEM-PLS. Data primer didapat dari penyebaran kuesioner secara online melalui Google Form dengan dukungan oleh data sekunder yaitu diantaranya buku, e-journal, dan website. Hasil dari penelitian ini menyatakan bahwa variabel e-service quality berpengaruh positif dan signifikan terhadap e-loyalty dengan dimensi yang paling berpengaruh yaitu dimensi reliabilitas. Dimensi ini berkaitan dengan fungsionalitas fitur-fitur yang ditawarkan oleh platform e-marketplace Zilingo. Fitur-fitur yang berfungsi sebagaimana mestinya menjadi indikator yang penting untuk meningkatkan e-loyalty pengguna Zilingo. Lalu didapati dalam penelitian ini bahwa variabel e-satisfaction berpengaruh negatif dan tidak signifikan terhadap e-loyalty. Dapat disimpulkan bahwa semakin baik suatu e-satisfaction maka tidak akan meningkatkan suatu e-loyalty.  Kata Kunci: SEM-PLS, Platform E-Marketplace, E-Service Quality, E-Satisfaction, E-Trust, E-Loyalty.

scholarly journals Measuring Customer Loyalty and Satisfaction of Bank Bantul Using CRM and Service Quality

2021 ◽  
Vol 12 (3) ◽  
pp. 172-183
Author(s):  
Heri Sutanto ◽  
Siti Dyah Handayani ◽  
Susanto Susanto
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Relationship Management ◽  
Customer Loyalty ◽  
Structural Equation Modelling ◽  
Structural Equation ◽  
Relationship Management ◽  
Customer Relationship ◽  
Equation Modelling ◽  
Customer Satisfaction And Loyalty

This study aims to analyze and describe the effects of the service quality and customer relationship management at PD BPR Bank Bantul on the customer satisfaction and loyalty. The object of this study is PD BPR Bank Bantul, while the subjects of the study are customers taking the SMEs credit offered by the Bank. Method of analysis used in this study was Structural Equation Modelling (SEM) with the help of the AMOS program. The number of respondents was 170, taken using purposive sampling. The criteria for the sampling are as follows: the respondents are taking the SME’s credit at PD BPR Bank Bantul, residents in Bantul Regency, who are individual customers, who have been 2 years or more customer and have done 2 or more credit transactions. Data was collected through questionnaires distributed directly to the respondents and through the google form. Based on the results of the analysis, show that service quality  has no significant effect on customer satisfaction, customer relationship management  has a positive and significant effect on customer satisfaction, service quality  has no a positive and significant effect on customer loyalty, customer relationship management  has a positive and significant effect on customer loyalty  and customer satisfaction  has a positive and significant effect on customer loyalty. In conclusion this study accepts 3 hypotheses and rejects 2 hypotheses.

scholarly journals Pengaruh Beban Kerja terhadap Kinerja Karyawan PT. Bank Rakyat Indonesia (persero) Tbk Cabang Krekot

2016 ◽  
Vol 6 (1) ◽  
pp. 34
Author(s):  
Yudha Adityawarman ◽  
Bunasor Sanim ◽  
Bonar M Sinaga
Keyword(s):  
Structural Equation Modelling ◽  
Structural Equation ◽  
Partial Least Square ◽  
Least Square ◽  
Chi Square ◽  
Equation Modelling

<p class="Paragraf">Beban kerja sangat penting bagi sebuah perusahaan.Dengan pemberian beban kerja yang efektif perusahaan dapat mengetahui sejauh mana karyawannya dapat diberikan beban kerja yang maksimal dan sejauh mana pengaruhnya terhadap kinerja perusahaan itu sendiri.Tujuan dari penelitian ini adalah untuk mengetahui pengaruh beban kerja terhadap kinerja karyawan Bank Rakyat Indonesia (persero) Tbk Cabang Krekot. Data diperoleh dari 127 responden, uji chi square digunakan untuk mengetahui sikap responden terhadap variabel beban kerja dan kinerja berdasarkan faktor demografik. Hasil uji chi square menunjukan adanya perbedaan sikap berdasarkan demografik responden. Hasil analisis rank spearman menunjukan bahwa variabel beban kerja memiliki korelasi dengan variabel kinerja, sementara untuk sub variabel lainnya saling memiliki korelasi namun tingkat korelasinya rendah. Untuk mengetahui pengaruh beban kerja terhadap kinerja kerja karyawan Bank Rakyat Indonesia Cabang Krekot digunakan teknik analisis statistika <em>Structural Equation Modelling</em> berbasis <em>variance</em> dengan Metode <em>Partial Least Square (PLS)</em>, hasil analisis menunjukan bahwa beban kerja berpengaruh positif dan signifikan secara langsung terhadap kinerja Karyawan BRI Cabang Krekot pada tingkat signifikansi 5% (p = 0.10882), maka hipotesis awal terima Ho dengan t hitung 13.45 lebih besar dari t tabel 1.96</p>Kata kunci: beban kerja, kinerja karyawan, Bank Rakyat Indonesia (persero) Tbk, pengaruh, cabang krekot

scholarly journals PENGARUH IKLIM KOMUNIKASI ORGANISASI TERHADAP KEPUASAN KOMUNIKASI

2019 ◽  
Vol 4 (1) ◽  
pp. 12
Author(s):  
Rahmah Ramadhani Sianturi ◽  
Uud Wahyudin ◽  
Asep Suryana
Keyword(s):  
Organizational Communication ◽  
Structural Equation Modelling ◽  
Random Sampling ◽  
Structural Equation ◽  
Partial Least Square ◽  
Communication Satisfaction ◽  
Least Square ◽  
Stratified Random Sampling ◽  
Communication Climate ◽  
Equation Modelling

ABSTRACTThe organizational communication climate is created through the interaction and communication between members of the organization. When there is a change in the organization, the atmosphere or climate of communication created also changes. This certainly will have an impact on communication satisfaction felt by members of the organization. This study aims to determine how much influence the organizational communication climate has on communication satisfaction on employees of Bappenda City of Cimahi. This study uses the positivistic paradigm with quantitative research methods through the analysis of Structural Equation Modeling - Partial Least Square analysis. Respondents in this study were 66 employees with sampling techniques using Disproportionate Stratified Random Sampling. The results of the study showed that the organizational communication climate had a significant effect on communication satisfaction felt by Cimahi City Bappenda employees with a contribution of 45.10 percent. Overall the dimensions of an organization's communication climate are able to reflect well and have an influence on communication satisfaction.Keywords: communication, organizational communication, organizational communication climate, communication satisfaction, structural equation modelling.ABSTRAKIklim komunikasi organisasi tercipta melalui adanya interaksi dan komunikasi antar anggota organisasi. Ketika terjadi perubahan dalam organisasi, maka suasana atau iklim komunikasi yang diciptakan pun turut berubah. Hal ini tentu akan berdampak pada kepuasan komunikasi yang dirasakan oleh anggota organisasi. Penelitian ini bertujuan untuk mengetahui seberapa besar pengaruh iklim komunikasi organisasi terhadap kepuasan komunikasi pada Bappenda Kota Cimahi. Penelitian ini menggunakan paradigma positivistik dengan metode penelitian kuantitatif melalui uji analisis Structural Equation Modelling – Partial Least Square. Responden pada penelitian ini ialah sebanyak 66 pegawai dengan teknik penarikan sampel menggunakan Disproportionate Stratified Random Sampling. Hasil penelitian menunjukkan bahwa iklim komunikasi organisasi berpengaruh signifikan terhadap kepuasan komunikasi yang dirasakan oleh pegawai Bappenda Kota Cimahi dengan kontribusi sebesar 45,10 persen. Secara keseluruhan dimensi iklim komunikasi organisasi mampu merefleksikan dengan baik dan memberikan pengaruh pada kepuasan komunikasi.Kata Kunci: komunikasi, komunikasi organisasi, iklim komunikasi organisasi, kepuasan komunikasi, structural equation modelling.

KAJIAN PERUBAHAN IKLIM TERHADAP KETAHANAN PANGAN

2021 ◽  
Vol 2020 (1) ◽  
pp. 1052-1061
Author(s):  
Khalista Arkania Harvian ◽  
Risni Julaeni Yuhan
Keyword(s):  
Structural Equation Modelling ◽  
Structural Equation ◽  
Partial Least Square ◽  
Least Square ◽  
Equation Modelling

Ketahanan pangan di Indonesia dapat dikatakan masih rentan, salah satunya ditandai dengan masih adanya angka kelaparan. Kondisi ini disebabkan oleh upaya pemenuhan kebutuhan dan permintaan pangan di Indonesia yang masih terkendala berbagai faktor salah satunya faktor alam yaitu perubahan iklim. Dampak dari perubahan iklim memengaruhi sistem pangan termasuk produksi, penyimpanan, akses dan stabilitas harga pangan. Indonesia termasuk negara yang memiliki ketahanan pangan paling rawan terkena dampak perubahan iklim di wilayah Asia Tenggara. Karena itu, penelitian ini dilakukan untuk mengkaji pengaruh perubahan iklim terhadap ketahanan pangan dengan menggunakan metode structural equation modelling partial least square (SEM-PLS). Data yang digunakan bersumber dari Badan Pusat Statistik (BPS), Kementrian Perikanan dan Kelautan, Kementrian Lingkungan Hidup dan Kementrian Pekerjaan Umum. Hasil penelitian menunjukkan bahwa perubahan iklim berpengaruh terhadap ketahanan pangan. Sehingga, dibutuhkan kebijakan untuk menangani perubahan iklim agar kerentanan dalam ketahanan pangan dapat diatasi.

The Antecedents of Word-of-Mouth Behaviour

2014 ◽  
pp. 185-202
Author(s):  
Ho Yin Wong ◽  
Anthony Perrone
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Structural Equation Modelling ◽  
Structural Equation ◽  
Word Of Mouth ◽  
Point Of View ◽  
Service Performance ◽  
Fit Indices ◽  
Equation Modelling ◽  
Post Purchase

The aim of this study is to undertake empirical research investigating the nature and magnitude of the determinants of word-of-mouth behaviour from the point of view of service performance and post-purchase perceptions. A quantitative study was undertaken. A theoretical model linking service quality issues and word-of-mouth behaviour was developed and tested using structural equation modelling of 280 surveyed participants at various day spa locations. All major fit indices from structural equation modelling methods show satisfactory results for the measurement and structural models. The results confirm significant relationships between the constructs in the model. While the quality of the product, customer service, and servicescape atmosphere lead to customer satisfaction, it is servicescape atmosphere and customer satisfaction that drive word-of-mouth behaviour. The results of this study provide insights to aid service providers and marketing professionals in the service industry in fully understanding that the enhancement of the delivery of high quality service, an accommodating environment, and instilling feelings of satisfaction with their customers will more likely lead to positive word-of-mouth referrals. One major limitation is that the survey was conducted within one industry in one country. The major value of this chapter is the establishment of the role of service quality on word-of-mouth behaviour. This research provides empirical results of the impacts of service performance and post-purchase perceptions on word-of-mouth behaviour.

Banking service quality provided by commercial banks and customer satisfaction. A structural equation modelling approaches

2018 ◽  
Vol 24 (4) ◽  
pp. 543 ◽  
Author(s):  
Main Naser Alolayyan ◽  
Sulieman Ibraheem Shelash Al Hawary ◽  
Anber Abraheem Shlash Mohammad ◽  
Bahaà Abdul Hafez Attallah Al Nady
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Structural Equation Modelling ◽  
Commercial Banks ◽  
Structural Equation ◽  
Banking Service ◽  
Equation Modelling ◽  
Modelling Approaches
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