scholarly journals Non recursive model of consumer satisfaction and trust

2021 ◽  
pp. 949-958 ◽  
Author(s):  
Runggu Besmandala Napitupulu ◽  
Lilis Suriani Gultom ◽  
Lamminar Hutabarat ◽  
Sabar LT. Simatupang
Keyword(s):  
Customer Satisfaction ◽  
Latent Variable ◽  
Consumer Satisfaction ◽  
Structural Equation ◽  
Perceived Value ◽  
Equation Model ◽  
Mediating Effect ◽  
Likelihood Method ◽  
Recursive Model ◽  
Customer Trust

This study was designed to identify and analyze the effect of perceived value, differentiation, and emotional branding on customer satisfaction and trust; non-recursive influence between customer satisfaction and customer trust of the vivo smartphone in Medan. Respondents consist of adults who use vivo smartphones domiciled in Medan. The analysis technique uses a structural equation model with the robust maximum likelihood method. Data processing is assisted by Lisrel software and the results indicate in case the direct effect coefficient of the same latent variable is positive in the non-recursive and recursive models, the coefficient will be higher in the recursive model. Therefore, it is important for vivo smartphone management to verify first, whether the relationship between customer satisfaction and trust is reciprocal. In case it is one way, where satisfaction affects customer trust, then the strategy or program of increasing perceived value and differentiation directly at customer satisfaction is more optimal. Furthermore, it will have an impact on customer trust since the satisfaction mediating effect is higher than the customer trust mediating effect in the recursive model. The program of increasing consumer trust with emotional branding through customer satisfaction is good, since the mediation of satisfaction is significant in both non-recursive and recursive contexts.

scholarly journals THE DETERMINANTS OF CUSTOMER LOYALTY IN SHARIA BANK IN JAMBI WITH ISLAMIC APPROACH

2019 ◽  
Vol 4 (2) ◽  
pp. 129
Author(s):  
LUCKY ENGGRANI FITRI ◽  
PAULINA LUBIS ◽  
ARY DEAN AMRI
Keyword(s):  
Latent Variable ◽  
Structural Equation ◽  
Sampling Method ◽  
Perceived Value ◽  
Equation Model ◽  
Primary Data ◽  
Customer Perceived Value ◽  
Customer Trust ◽  
Survey Approach

This study aimed to determine the direct effect between customer perceived value (CPV), trust towards satisfaction on customer of sharia banks in Jambi province. Thedevelopment of Sharia banking in Jambi is quite slow compared to other provinces in SumatraIsland. This research was conducted in Jambi Province. The design of this study used a quantitative method with a survey approach to obtain primary data, namely by distributing questionnaires to 140 customers in six Sharia commercial banks in Jambi province by using purposive sampling method in determining the sample. Determination of the minimum sample size in this study refers to the statement of Hair et al. Then the quantitative data was processed using Structural Equation Model (SEM) with SmartPLS 3 software. The findings of this study found that an exogenous latent variable Customer Perceived Value affects customer trust and satisfaction. This research was expected to make practical contributions to the management of Sharia banks and related parties as information to determine the marketing strategy of Sharia bank products in Jambi province, in effort to increase customer satisfaction of sharia banks in Jambi province

Electronic Customer Relationship Management (E-CRM) and Customer Loyalty

2022 ◽  
Vol 18 (1) ◽  
pp. 0-0
Keyword(s):  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Service Providers ◽  
Positive Impact ◽  
Equation Model ◽  
Mediating Effect ◽  
Customer Relationship ◽  
The Impact ◽  
The Relationship

This study examined the impact of E-CRM on customer loyalty with the mediating effect of customer satisfaction in the banking industry. Customer satisfaction is important for loyalty because when the customers are satisfied with the services offered by their service providers, the relationship gets stronger which further leads to positive word-of-mouth. The data was collected using purposive sampling from 836 banks’ customers who were using E-CRM services and the data was analyzed using structural equation model (SEM) through AMOS. The results revealed that E-CRM and customer satisfaction had a significant positive impact on customer loyalty and also customer satisfaction partially mediated the relationship between E-CRM and customer loyalty. This study would offer useful acumen to both academicians and marketers and would help the bank managers to improve the quality of the services provided to their customers.

scholarly journals Effect of Grandmother-Mother Relationship on Grandmother-Grandchildren Ties: Focusing on the Mediating Effect of Coparenting

2020 ◽  
Vol 58 (2) ◽  
pp. 149-161
Author(s):  
Hye Jeong Choi ◽  
Jeong Shin An
Keyword(s):  
Indirect Effect ◽  
Structural Equation ◽  
Goodness Of Fit ◽  
Statistical Significance ◽  
Equation Model ◽  
Mediating Effect ◽  
Mediation Effect ◽  
Likelihood Method ◽  
Chi Square ◽  
Fit Index

This study showed that the association between grandmother-mother relationship and grandmother-grandchildren ties is mediated by the coparenting. Participants consisted of 329 grandmothers who were rearing preschool aged grandchildren in the Seoul and Gyeonggido area. SPSS 23.0 performed descriptive statistical analysis and correlation analysis. The structural equation model was estimated with AMOS 23.0. Parameters were estimated using the maximum likelihood method. Model fit index used the chi-square statistic, the goodness of fit index (GFI), the Turker-Lewis index (TLI), the comparative fit index (CFI), the root mean square error of approximation (RMSEA). The mediation effect analysis followed a two-step verification process; direct and indirect effect. In addition, statistical significance of the indirect effect was examined using a bootstrapping procedure. The results are as follows. First, a positive correlation was found between the grandmother-mother relationship, grandmother-grandchildren ties, and coparenting. Second, the association between grandmother-mother relationship and grandmother-grandchildren ties is mediated by coparenting. The results of this study suggest that the quality of the grandmother’s relationship with mothers and cooperative coparenting is important to building relationships with grandchildren. In addition, coparenting can be an important mechanism for grandmother-mother relationships and grandmother-grandchild ties. Based on the results of this study, we discussed ways to improve the grandmothers’ relationship quality with the mother and strengthen parenting ability.

scholarly journals Multivariate Analysis for Determinants of Online Consumers Trust

2021 ◽  
Vol 1 ◽  
Author(s):  
Aprilia Aryanti Widyasari ◽  
Putri Pratama Deliana Nursafitri ◽  
Achmad Yanu Alifianto
Keyword(s):  
Multivariate Analysis ◽  
Customer Satisfaction ◽  
Structural Equation ◽  
Online Shopping ◽  
Equation Model ◽  
Partial Least Square ◽  
Least Square ◽  
Brand Awareness ◽  
Customer Trust ◽  
The Relationship

This research aims to examine the effect of customer satisfaction on customer trust, the effect of security perception on customer satisfaction and customer trust, the influence of privacy on customer satisfaction and customer trust, the influence of brand awareness on customer satisfaction and customer trust, as well as the influence of customer satisfaction mediation on the relationship between perception security, privacy and brand awareness with customer trust. This research focuses observations on 100 people in Surabaya who have made transactions on online shopping sites. Private students and employees dominate the number of respondents in this research. To test the research hypothesis, this research adopted the Structural Equation Model-Partial Least Square (SEM-PLS) technique using SmartPLS. This research proves that brand awareness has a significant effect on customer trust and customer satisfaction, security perceptions have a significant effect on customer trust and customer satisfaction, privacy has a significant effect on customer trust and not on customer satisfaction, and customer satisfaction on customer trust

The effectiveness of perceived social support in discount stores in Korea

2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Chanho Song ◽  
Haakon T. Brown ◽  
Rahmatullah Rami Tameez
Keyword(s):  
Social Support ◽  
Customer Satisfaction ◽  
Purchase Intention ◽  
Consumer Satisfaction ◽  
Structural Equation ◽  
Online Survey ◽  
Service Providers ◽  
Equation Model ◽  
Content Type ◽  
Discount Stores

PurposeThe purpose of this study is to bridge the gap in literature to examine social support that customers receive from their relationships with frontline service providers in discount stores.Design/methodology/approachIn total, 381 consumers are accessed through an online survey administered by an online research company in South Korea. The authors use the structural equation model (SEM) technique to test the proposed hypotheses.FindingsSocial support (emotional, instrumental, informational and appraisal) significantly influences customer satisfaction in discount stores. In addition, customer satisfaction significantly influences word of mouth (WOM) and purchase intention.Originality/valueVery few studies have addressed the relationship between social support and consumer satisfaction in the discount store industry. This research helps to understand that social support is a basic consideration for customers of discount stores when they are shopping.

Residents' satisfaction with cultural services provided by property managers in Chinese housing communities

2021 ◽  
Vol 49 (6) ◽  
pp. 1-15
Author(s):  
Yang Zhang ◽  
Jie Sun ◽  
Zhihong Hu ◽  
Wei Wang ◽  
Chengliang Wu
Keyword(s):  
Customer Satisfaction ◽  
Structural Equation ◽  
Positive Impact ◽  
Perceived Value ◽  
Equation Model ◽  
Community Culture ◽  
Cultural Services ◽  
Commercial Housing ◽  
Using Data ◽  
The Impact

In this article we discussed the influence path of culture-building services provided by property management companies in China's residential communities, and their relationship with residents' evaluations of the companies' services. Using data from a survey of 501 residents of typical commercial housing communities, we constructed a structural equation model based on the stimulus–organism–response framework. Community cultural services were used as the stimulus variable; pleasure, arousal, and perceived value were the organism variables; and customer satisfaction was the response variable. Our results show that the impact of cultural services on residents' evaluations could be explained by the stimulus–organism–response model, such that a strong community culture had a positive impact on residents' emotions and perceived value, and on customer satisfaction. The findings of this study enrich understanding of how property services managers can construct a community culture system to satisfy owners.

scholarly journals Kepuasan pelanggan untuk pembelian mobil honda

2017 ◽  
Vol 20 (1) ◽  
pp. 63
Author(s):  
Agus Zainul Arifin ◽  
Regan Sutrisno Subagio
Keyword(s):  
Customer Satisfaction ◽  
Automotive Industry ◽  
Structural Equation ◽  
Brand Image ◽  
Perceived Value ◽  
Equation Model ◽  
Satisfaction Level ◽  
Model Method ◽  
Service Brand ◽  
Common Strategy

Pertumbuhan ekonomi Indonesia tahun 2015 mengalami penurunan. Hal ini berdampak pada industri Otomotif Indonesia. Semua produsen mobil menyusun strategi untuk mempertahankan bisnis otomotifnya. Strategi yang banyak dilakukan umumnya diarahkan pada kepuasan pelanggan. Tujuan penelitian ini adalah meneliti variabel- variabel yang mempengaruhi kepuasan pelanggan. Objekpenelitian penelitian ini adalah Kualitas Produk, Pelayanan Purna Jual, Brand Image, Perceived Value, dan Kepuasan Pelanggan. Sampel data adalah pengguna produk mobil Honda. Kuesioner disebarkan pada 200 responden di seluruh Indonesia. Analisis data dengan menggunakan metode Structural Equation model.Kesimpulan yang diperoleh membantu produsen Honda mampu mempertahankan kepuasan pelanggan pada level tinggi dan memenangkan persaingan pada industri otomotif di Indonesia.The Indonesia economic grewth slowdown on 2015. It has impacted the competition in the automotive industry in Indonesia. All players have got to implement many strategies to keep them in the automotive business. One of the most common strategy is to how to maintain customer satisfaction.This research aimed to investigate which variables are significant and contribute the most to the customer satisfaction variable. This research was using 5 variables, i.e. product quality, after sales service, brand image, perceived value, and customer satisfaction. The sampling data was customers that used Honda Mobile. The questionnaires were distributed to 200 respondents across Indonesian provinces. Structural Equation model method was used for data processing using Lisrel program for Windows.Finally, the conclusion of this research would help Honda improve its performance to keep its customer satisfaction level high, and win the competition in the Indonesian automotive industry

scholarly journals role of customer satisfaction in mediating the influence of service quality and perceived value on brand loyalty

2021 ◽  
Vol 8 (3) ◽  
pp. 315-328
Author(s):  
Anak Agung Diah Tarama Devi ◽  
Ni Nyoman Kerti Yasa
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Brand Loyalty ◽  
Structural Equation ◽  
Practical Implication ◽  
Perceived Value ◽  
Equation Model ◽  
Added Value ◽  
Future Research ◽  
Validity And Reliability

The study investigates how service quality and perceived value influence brand loyalty of Lion Air customers in Denpasar and how these relationships are mediated by customer satisfaction. The research was conducted in Denpasar, Bali. Sample size of 128 respondents was collected through a questionnaire and has been tested for its validity and reliability. The analysis technique used is Structural Equation Model (SEM) and using Smart PLS 3.0. The results showed that service quality, perceived value and customer satisfaction had a positive and significant effect on brand loyalty of Lion Air customers in Denpasar. Another result is that customer satisfaction is able to partially mediate the relationship between service quality and perceived value with brand loyalty of Lion Air customers in Denpasar. This research is expected to be empirical evidence for future research and be able to enrich the development of marketing management science related to service quality, perceived value, customer satisfaction and brand loyalty. The practical implication in this research is that Lion Air customer loyalty can be created when consumers feel that the quality of service provided by Lion Air meets their expectations, feels added value when using Lion Air, and feels right and satisfied when using Lion Air.

scholarly journals QUALITY OF SERVICE AND PRICE PERCEPTION AFFECT CUSTOMER LOYALTY WITH CONSUMER SATISFACTION AS A MEDIATION VARIABLES

2021 ◽  
Vol 1 (2) ◽  
pp. 25-31
Author(s):  
Margareta Evy da Silva
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Consumer Satisfaction ◽  
Structural Equation ◽  
Equation Model ◽  
Partial Least Square ◽  
Least Square ◽  
Mediating Role ◽  
Perceived Price

This study investigates the effect of service quality and perceived price on customer satisfaction and the effect of customer satisfaction on customer loyalty. This study also seeks to determine the mediating role of customer satisfaction on the relationship between service quality and price perceptions and customer loyalty. This study focuses on observations on 100 students in Sidoarjo who have made purchases at Indomaret-Sidoarjo. The research hypothesis testing adopted the Structural Equation Model-Partial Least Square (SEM-PLS) technique using SmartPLS. This study found that customer satisfaction has a significant effect on customer loyalty and perceived price also has a significant effect on customer loyalty. However, this research proves that service quality does not have a significant effect on customer satisfaction.

scholarly journals Internet Banking Service Quality: Building Satisfaction and Customer Trust

2021 ◽  
Vol 5 (1) ◽  
Author(s):  
Kristian Suhartadi Widi Nugraha
Keyword(s):  
Data Collection ◽  
Customer Satisfaction ◽  
Structural Equation ◽  
Internet Banking ◽  
Equation Model ◽  
User Friendliness ◽  
Banking Service ◽  
Personal Needs ◽  
Customer Trust ◽  
Sampling Approach

This study analyzes how IBSQ variables influence customer satisfaction and trust in state-owned banks in Jember Regency. The sample in this study amounted to 150 with a purposive sampling approach with data collection through questionnaires. The analysis in this study used a structural equation model (SEM-PLS). The results showed that the IBSQ variables, namely personal needs, site organization, user-friendliness, efficiency, responsiveness, and reliability, significantly affect customer satisfaction. Also, customer satisfaction has a significant effect on customer trust. Based on the research limitations, the IBSQ conception can be analyzed according to market and consumer conditions and can be developed with a behavioural intention approach.Keywords: personal needs, site organization, user-friendliness, efficiency, responsiveness, reliability, satisfaction, trust

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