Customer Satisfaction: A Structural Equation Modeling Analysis

2013 ◽  
Vol 03 (03) ◽  
pp. 01-10
Author(s):  
Pardis mohajerani
Keyword(s):  
Structural Equation Modeling ◽  
Customer Satisfaction ◽  
Structural Equation ◽  
Hotel Industry ◽  
Negative Relationship ◽  
Perceived Value ◽  
Perceived Quality ◽  
Equation Modeling ◽  
Complaining Behavior ◽  
Strong Positive Relationship

The aim of this paper is to investigate the determinants and consequences of customer satisfaction in hotel industry in Iran. A Confirmatory Factor Analysis (CFA) and Structural Equation Modeling have been utilized with information provided by a survey conducted in Iran (Kish Island).Results indicate that perceived value has a significant impact on customer satisfaction in hotel industry. Moreover, there is an strong positive relationship between image and perceived quality, image and perceived value, and also perceived quality and Perceived value. Based on the Results, no direct relationship has been detected between perceived quality and customer satisfaction, and also between customer expectation and customer satisfaction in hotel industry. In addition, Results showed that increased customer satisfaction will lead to an increase in customer loyalty. However, there is no strong negative relationship between customer satisfaction and complaining behavior. Findings provide more evidence on important determinants and results of customer satisfaction. Moreover this study is among the first studies conducted in hotel industry in Iran-Kish Island.

Determinants of Repurchase Intention in C2C E-Commerce

2018 ◽  
Vol 31 (3) ◽  
pp. 54-76
Author(s):  
Muhammad Rifki Shihab ◽  
Dimas Maulana ◽  
Achmad Nizar Hidayanto
Keyword(s):  
Structural Equation Modeling ◽  
Structural Equation ◽  
Perceived Value ◽  
Perceived Quality ◽  
Partial Least Square ◽  
Least Square ◽  
Equation Modeling ◽  
Repurchase Intention

In order to create a thriving c2c e-commerce environment, it is imperative for c2c e-commerce companies as well as merchants within to fully understand the factors that persuade existing customers to make repeat purchases. This article distinguishes itself by differentiating the roles of platform providers and those of merchants in identifying the determinants that affect repurchase intention in c2c e-commerce. Data in this article was collected from the users of a respected c2c e-commerce company in Indonesia. A total of 347 sample was analyzed using Partial Least Square (PLS), a variance based Structural Equation Modeling (SEM) aided by SmartPLS 2.0 software. The results of this article showed that satisfaction with merchants and trust in platform providers were factors that directly affected repurchase intention. Meanwhile, perceived quality of merchants, perceived quality of platform providers, perceived value, and trust in merchants were factors that affected repurchase intention indirectly.

scholarly journals MEMAHAMI KEINGINAN KONSUMEN UNTUK MEMBELI KEMBALI RTD COFFEE

2019 ◽  
Vol 4 (1) ◽  
pp. 33
Author(s):  
Zulianis Zulianis ◽  
Renny Risqiani ◽  
Amir Fikri
Keyword(s):  
Structural Equation Modeling ◽  
Customer Satisfaction ◽  
Structural Equation ◽  
Perceived Value ◽  
Equation Modeling ◽  
Repurchase Intention ◽  
Product Attribute ◽  
Hedonic Value ◽  
Utilitarian Value

<p>Tujuan: penelitian ini dilakukan dengan tujuan untuk mengeksplorasi efek dari product attribute beliefs ready to drink coffee/rtd coffee yang terdiri dari content sensory, packaging and branding, dan content functional terhadap consumer perceived value (utilitarian dan hedonic value), customer satisfaction dan repurchase intention.<br />Metode: penelitian ini merupakan studi kausal untuk mempelajari hubungan antar variabel terkait. Metode survei digunakan untuk mengumpulkan data dari kosumen yang pernah mengkonsumsi rtd coffee pada enam bulan terakhir. Sebanyak 327 responden berpartisipasi dalam survei online. Teknik pengambilan sampel dalam penelitian ini adalah dengan menggunakan puposive sampling sedangkan uji hipotesis menggunakan sem (structural equation modeling).<br />Kesimpulan: temuan menunjukkan bahwa ketiga dimensi dari product attribute beliefs berpengaruh terhadap perceived value baik utilitarian value maupun hedonic value, namun kepuasan kosumen hanya terbentuk dari hedonic value sedangkan utilitarian value berpengaruh langsung terhadap keinginan untuk membeli kembali rtd coffee.</p>

ANALISIS FAKTOR FAKTOR YANG MEMPENGARUHI KEPUASAN DAN LOYALITAS KONSUMEN PENGGUNA FLEXI TRENDY WILAYAH SURABAYA DENGAN MENGGUNAKAN METODE STRUCTURAL EQUATION MODELING

2011 ◽  
Vol 3 (01) ◽  
Author(s):  
Rinda Naomi Kosasih
Keyword(s):  
Structural Equation Modeling ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Service ◽  
Structural Equation ◽  
Word Of Mouth ◽  
Brand Image ◽  
Perceived Value ◽  
Equation Modeling ◽  
Quality Product

Kepuasan dan loyalitas pelanggan merupakan salah satu hal yang harus diperhatikan oleh perusahaan agar perusahaannya dapat berlangsung dengan baik. Pada kasus pengguna flexi trendy wilayah Surabaya menunjukkan bahwa Customer Complain dan Perceived Value dikeluarkan dari model karena tidak mempunyai pengaruh baik secara langsung maupun secara tidak langsung, terhadap Loyalitas pengguna CDMA pra bayar Flexi Trendy. Pada modifikasi pertama, adanya pemberian konstrain pada variabel Quality Product dan Customer Satisfaction untuk menaikan nilai membuat nilai indeks koefisien regresi variabel Quality Product menjadi tidak signifikan, sehingga dibuat model modifikasi kedua dengan menghilangkan variabel Quality Product dan hasil yang diperoleh lebih baik dari model modifikasi pertama. Dari hasil analisis juga didapatkan bahwa loyalitas Customer tidak hanya dipengaruhi oleh kepuasan Customer atau Customer Satisfaction sebesar 45%, namun Image merek perusahaan turut mempengaruhi langsung secara signifikan sebesar 36%. sedangkan Customer Satisfaction atau kepuasan Customer dipengaruhi secara langsung oleh dua faktor yaitu image perusahaan atau Brand Image sebesar 22%, dan kualitas Customer Service atau Customer Service Quality sebesar 61%. Analisis juga memperlihatkan bahwa Customer yang hanya sampai pada level puas menggunakan Flexi Trendy, Brand perusahaan hanya berpengaruh kecil pada mindset Customer yaitu hanya sbesar 22%, sedangkan jika Customer sudah loyal maka Brand perusahaan lebih banyak mempengaruhi sebanyak 36%, sehingga pihak TELKOM Flexi lebih baik memusatkan kegiatan pemasaran dan periklanan pada customer yang terkategori loyal, karena selain biaya yang lebih murah juga pemasaran melalui word-of-mouth menjadi lebih efisien.

scholarly journals The Factors That Affect The Satisfaction of Local Coffee Shop Customers in The 4.0 Industry Era

Agro Ekonomi ◽  
2021 ◽  
Vol 32 (2) ◽  
Author(s):  
Nanda Rusti ◽  
Irham Irham ◽  
Any Suryantini
Keyword(s):  
Structural Equation Modeling ◽  
Customer Satisfaction ◽  
Industry 4.0 ◽  
Structural Equation ◽  
Perceived Quality ◽  
Equation Modeling ◽  
Coffee Shop ◽  
Coffee Shops ◽  
Special Region

Customer satisfaction is the opinion of consumers, in the form of the performance of a product or service that meets their expectations. Generally, successful businesses highly care about customer satisfaction as profit. Therefore, this study aims to analyze the effects of: (1) perceived quality, (2) price, (3) industrial application 4.0, and (4) products innovation on customer satisfaction in the local coffee shop business in the Special Region of Yogyakarta. The data were collected using online questionnaires sent through direct message on instagram account of each customer who posted a photo with a tag or a hashtag from one of the 31 local coffee shops whilst they were enjoying a cup of coffee drink. All customers had the same opportunity to be sampled according to a representative proportion at each local coffee shop. The determination of the minimum sample used was 165 respondents. The samples analyzed were 173 respondents collected from 450 questionnaires completed by customers in which only 176 questionnaires were returned, and three questionnaires happened to be outliers that needed to be eliminated. The data were analyzed using the Structural Equation Modeling (SEM) provided in the AMOS application. The results indicated that customer satisfaction was positively influenced by perceived quality, industry 4.0 implementation, and products innovation, while price negatively affected customer satisfaction. It is highly recommended to maintain and improve perceived quality, industry 4.0 implementation, products innovation, and consider in determining extremely crucial prices for the local coffee shops to acquire customer satisfaction.

scholarly journals PENGARUH SERVICE QUALITY TERHADAP PERCEIVED IMAGE, PERCEIVED VALUE, DAN CUSTOMER SATISFACTION SERTA DAMPAKNYA TERHADAP BEHAVIORAL INTENTIONS (STUDI KASUS PADA MASKAPAI PENERBANGAN LION AIR INDONESIA)

2020 ◽  
Vol 4 (2) ◽  
pp. 156-170
Author(s):  
Ratna Kartika Zulya ◽  
Osa Omar Sharif
Keyword(s):  
Structural Equation Modeling ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Behavioral Intention ◽  
Behavioral Intentions ◽  
Structural Equation ◽  
Perceived Value ◽  
Partial Least Square ◽  
Least Square ◽  
Equation Modeling

Kondisi geografis Indonesia sangat membutuhkan pesawat sebagai sarana yang menjadi konektivitas antar pulau. Di tahun 2018, jumlah penumpang pesawat rute domestik mencapai 101.130.000 penumpang. Meskipun begitu, nyatanya di maskapai Lion Air mengalami penurunan jumlah penumpang sebesar 4,13%. Penelitian bertujuan untuk mengetahui bagaimana pengaruh Service Quality terhadap Perceived Image, Perceived Value, dan Customer Satisfaction, dan bagaimana dampaknya terhadap Behavioral Intention pada konsumen jasa maskapai Lion Air di Indonesia. Metode penelitian yang digunakan adalah metode kuantitatif dengan populasi dalam penelitian adalah masyarakat yang pernah menggunakan jasa maskapai Lion Air di Indonesia. Teknik pengambil sampel menggunakan rumus Cohran sehingga ditentukan jumlah sampel sebanyak 385 sampel. Tenik analisis data adalah teknik multivariat melalui alat analisis Structural Equation Modeling (SEM) Partial Least Square (PLS). Hasil temuan dalam penelitian adalah Service Quality merupakan faktor utama untuk meningkatkan Perceived Image, dan Perceived Value sehingga terciptanya Customer Satisfaction dan Behavioral Intention pada konsumen jasa maskapai Lion Air di Indonesia. Dengan begitu, maka disarankan bagi Lion untuk memprioritaskan Service Quality karena pengaruhnya besar terhadap Perceived Image, Perceived Value, dan Customer Satisfaction yang juga berdampak pada Behavioral Intentions pada konsumen maskapai Lion Air.

scholarly journals FROM VALUE CO-CREATION TO POSITIVE EXPERIENCES AND CUSTOMER SATISFACTION. A CUSTOMER PERSPECTIVE IN THE HOTEL INDUSTRY

2021 ◽  
Vol 27 (4) ◽  
pp. 948-969
Author(s):  
Konstantinos Solakis ◽  
Jesús Peña-Vinces ◽  
Jesús M. Lopez-Bonilla ◽  
Luis F. Aguado
Keyword(s):  
Risk Assessment ◽  
Structural Equation Modeling ◽  
Customer Satisfaction ◽  
Structural Equation ◽  
Hotel Industry ◽  
Equation Modeling ◽  
Positive Experience ◽  
Tourist Satisfaction ◽  
Customer Perspective ◽  
Positive Experiences

This study evaluates whether the Value Co-creation (VCC) process in hotels contributes to positive guest experience and satisfaction. This paper utilizes the DART model (Dialogue, Access, Risk, and Transparency) as the main framework to explore VCC in hotels. This research is the first to both adjust the DART model to a customer’s viewpoint and evaluate it in the hotel context. The included data is derived from 484 international tourists lodged in Greek hotels and is analyzed with the structural equation modeling technique. Results suggest that the Dialogue component of DART does not affect the positive experience, while Access, Transparency, and Risk Assessment do, in fact, strongly influence tourist satisfaction. The current study enriches and consolidates VCC–DART theory in the hotel context.

Strategy and structure of the hotel industry in Malaysia

2007 ◽  
Vol 4 (1) ◽  
pp. 97
Author(s):  
Salleh Mohd Radzi ◽  
Mohamed Amran ◽  
Abdul Razak Aziz ◽  
Azlan Supardi
Keyword(s):  
Structural Equation Modeling ◽  
Analysis Of Variance ◽  
Structural Equation ◽  
Hotel Industry ◽  
Strategic Orientation ◽  
Equation Modeling ◽  
Major Purpose ◽  
Strategy And Structure ◽  
Relationship Of ◽  
The Relationship

The major purpose ofthis study was to examine the relationship of strategy and structure. Porter s(/980) strategic typology was utilized to classify hotel firms by strategic orientation; and, an analysis of variance was performed to determine the differences in their performance. Structural Equation Modeling was used to confirm the factors underlying the strategy and structure constructs.

FEATURE,NILAI, KEPUASAN DAN LOYALITAS PELANGAN

2017 ◽  
Vol 2 (1) ◽  
pp. 45-52
Author(s):  
Iha Haryani Hatta
Keyword(s):  
Structural Equation Modeling ◽  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Significant Influence ◽  
Customer Value ◽  
Structural Equation ◽  
Equation Modeling ◽  
Relationship Of ◽  
The Relationship ◽  
Customer Satisfaction And Loyalty

The aim of this study was to determine the relationship of the features of the value, satisfaction, and customer loyalty; the effect on the value of customer satisfaction and loyalty; influence of satisfaction on customer loyalty. A total of 200 merchant PT. BANK XYZ as respondents was selected randomly. Analyses were performed using structural equation modeling (SEM). The analysis showed that the feature has a significant influence on customer value, but not for customer satisfaction and loyalty. The values has a significant influence on satisfaction, but not on customer loyalty. Satisfaction has a significant influence on customer loyalty. Discussion and conclusions described in the article. Keywords: features of the value, satisfaction, customer loyalty

scholarly journals Examining the Influence of Store Environment in Hedonic and Utilitarian Shopping

2021 ◽  
Vol 11 (1) ◽  
pp. 6
Author(s):  
Cristina Calvo-Porral ◽  
Jean-Pierre Lévy-Mangin
Keyword(s):  
Structural Equation Modeling ◽  
Customer Satisfaction ◽  
Structural Equation ◽  
Equation Modeling ◽  
Environmental Cues ◽  
Store Choice ◽  
Store Attributes ◽  
Store Environment ◽  
Hedonic Shopping ◽  
Atmospheric Variables

Much of the literature on the attractiveness and pleasantness of retail stores has focused on the critical influence of store atmosphere or ambient attributes, which influence customer satisfaction and store choice. However, little is known about the environmental cues that influence customers’ satisfaction in different shopping contexts. In this context, the present research aims to answer the following questions: “Are the store atmospheric variables equally relevant in hedonic and utilitarian shopping?”; and further: “Does the influence of store environment on customer satisfaction vary depending on the type of shopping?”. For this purpose an empirical research is developed through PLS Structural Equation Modeling (PLS-SEM) based on data obtained from hedonic (n = 210) and utilitarian (n = 267) shopping contexts. Results indicate that customers perceive differently store atmospherics in utilitarian and in hedonic shopping. More precisely, findings report that customer satisfaction is driven by internal ambient and merchandise layout in hedonic shopping contexts; while the external ambient and the merchandise layout are major atmospheric cues in utilitarian shopping. Interestingly, store crowding does not influence customers’ satisfaction. This study provides a deeper understanding into the specific store attributes that influence customer satisfaction, which could be used by retailers to differentiate themselves from competitors.

Comparing the service experience of satisfied and non-satisfied customers in the context of wine tasting rooms using the SERVQUAL model

2019 ◽  
Vol 32 (2) ◽  
pp. 301-324
Author(s):  
Matti Haverila ◽  
Kai Haverila ◽  
Mehak Arora
Keyword(s):  
Structural Equation Modeling ◽  
Customer Satisfaction ◽  
Structural Equation ◽  
Design Methodology ◽  
Equation Modeling ◽  
Value For Money ◽  
Service Experience ◽  
Content Type ◽  
Survey Results ◽  
Repurchase Intent

Purpose The purpose of this study is to compare satisfied and non-satisfied customers in the context of wine tasting rooms using the SERVQUAL model and to examine the relationships in the model in terms of service experience to better understand customer needs. Design/methodology/approach The data used in this study were derived from a survey conducted among wineries in British Columbia, Canada. Analysis of survey results using the partial least squares structural equation modeling was undertaken. Sample size was 402. Findings The findings show that the SERVQUAL constructs that had the most impact on customer satisfaction and dissatisfaction were tangibility and assurance. Somewhat surprisingly, the perceived value for money construct was not significantly related to customer satisfaction but was significantly related to repurchase intent. Furthermore, all SERVQUAL constructs, except the reliability construct, were significantly related to customer satisfaction. Originality/value This study provides an overview of how wineries can improve their services to increase the number of satisfied customers.

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