scholarly journals Customer satisfaction and trust interaction model

2021 ◽  
pp. 1101-1110 ◽  
Author(s):  
Runggu Besmandala Napitupulu ◽  
Nikous Soter Sihombing ◽  
Binur Pretty Napitupulu ◽  
Erwin Pardede
Keyword(s):  
Customer Satisfaction ◽  
Brand Equity ◽  
Structural Equation ◽  
Structural Model ◽  
Interaction Model ◽  
Equation Model ◽  
Repurchase Intention ◽  
Exogenous Variables ◽  
Chi Square ◽  
Interaction Variable

The purpose of this study is to identify and analyze the interaction between customer satisfaction and trust in a structural model. Sample consists of 210 Suzuki motor bikes’ users, aged 17-64, domiciled in Medan. Structural equation model approach is used to process raw data. Respondents' opinions were taken proportionally throughout the Medan city sub-districts. Questionnaires were submitted accidentally. The results show that customer satisfaction and trust partially had positive and significant effect on brand equity and repurchase intention. Brand equity did not show any indirect causal relationship mediator of the three exogenous variables to repurchase intention. Programs related to customer satisfaction and trust better increase brand equity and repurchase intention directly. Interaction variable existence in research model increases Chi-Square probability, decreases standard deviation, and increases t-value. Interaction variable creates synergy on the influence of customer satisfaction and trust to increase brand trust. Any programs to increase brand equity through customer satisfaction and trust should be implemented, simultaneously. The two exogenous variables will bring out the synergy that comes from this interaction.

Researchers’ awareness about plagiarism and impact of plagiarism detection tools – does awareness effect the actions towards preventing plagiarism?

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Sk. Mamun Mostofa ◽  
Mashiat Tabassum ◽  
S.M. Zabed Ahmed
Keyword(s):  
Structural Equation ◽  
Structural Model ◽  
Personal Characteristics ◽  
Equation Model ◽  
Equation Modeling ◽  
Plagiarism Detection ◽  
Chi Square ◽  
Content Type ◽  
Reported Study ◽  
Chi Square Test

Purpose This paper aims to analyse researchers’ awareness about plagiarism and impact of plagiarism detection tools on the actions that they take to prevent plagiarism. It also employs a structural model that examines whether awareness of plagiarism and anti-plagiarism tools have any significant effect on the actions taken by the researchers to avoid plagiarism. Design/methodology/approach A survey questionnaire was distributed to researchers at a large public university in Bangladesh. The survey accumulated 184 valid responses. Descriptive statistics were obtained to assess researchers’ awareness about plagiarism and impact of plagiarism detection tools and the actions taken by them. The reasons that may cause plagiarism were also identified. The awareness of the availability of the anti-plagiarism software that was being used by the university and its actual use by the researchers was gathered through the survey. Non-parametric Mann–Whitney and Kruskal–Wallis tests were conducted to investigate the differences in awareness levels and actions in terms of gender, age, discipline and current level of research. The chi-square test was carried out to examine the relationship between awareness about the availability of the anti-plagiarism software and its use by the researchers. Finally, the survey data were analysed using structural equation modeling to examine the effects of awareness of plagiarism and anti-plagiarism software on the actions taken by the researchers. Findings The study revealed that the level of awareness regarding plagiarism and impact of plagiarism detection software is generally high among the researchers. There are some significant differences between researchers’ demographic and personal characteristics and their awareness levels and actions with regard to plagiarism. The findings indicate that almost three-quarters of the researchers were aware about the anti-plagiarism tool that is being used, whereas more than half of the researchers indicated that they used the software to assess their works. The results of the structural equation model do not show a good fit, although there is strong statistical evidence that awareness about plagiarism and anti-plagiarism software has significantly impacted researchers’ actions towards preventing plagiarism. Originality/value There is no reported study on researchers’ awareness of plagiarism and its affiliated issues in Bangladesh. The findings of this study will not only provide useful insights regarding awareness about plagiarism but also assist university authorities to formulate relevant policy and take necessary actions against plagiarism in higher education institutions.

scholarly journals COMMITMENT SEBAGAI VARIABEL MEDIASI PENGARUH TRUST TERHADAP REPURCHASE INTENTION PADA RESTORAN WARALABA LOKAL

2017 ◽  
Vol 20 (1) ◽  
pp. 1
Author(s):  
Sri Vandayuli Riorini
Keyword(s):  
Customer Satisfaction ◽  
Structural Equation Model ◽  
Structural Equation ◽  
Affective Commitment ◽  
Word Of Mouth ◽  
Positive Influence ◽  
Equation Model ◽  
Repurchase Intention ◽  
Continuance Commitment ◽  
Affective Trust

Waralaba merupakan bentuk bisnis ritel khususnya restoran yang semakin berkembang dan menjanjikan. Persaingan menjadi semakin ketat ditambah masuknya franchisor asing. Loyalitas pelanggan merupakan kunci untuk memenangkan persaingan. Tujuan dari penelitian ini adalah untuk menganalisis Trust, Affective commitment, Continuance commitment terhadap Repurchase intention. Responden sebagai sampel dalam penelitian ini sebanyak 200 responden yang berkunjung ke restoran waralaba lokal, yang dipihih dengan menggunakan teknik Purposive sampling. Selanjutnya, metode analisis data menggunakan Teknik Structural Equation Model. Hasil penelitian menemukan bahwa seluruh Hipotesis yang dikemukakan dapat didukung, dimana (1) terdapat pengaruh positif Trust terhadap Affective commitment, (2) terdapat pengaruh positif Trust terhadap Continuance commitment, (3) terdapat pengaruh positif Affective trust terhadap Repurchase intention, (4) terdapat pengaruh positif Continuance commitment terhadap Repurchase intention, dan (5) terdapat pengaruh positif Trust terhadap Repurchase intention. Selanjutnya, ditemukan pula bahwa (1) Affective dan Continuance commitment merupakan variabel mediasi antara Trust dan Repurchase intention, dan (2) Continuance commitment merupakan faktor yang lebih kuat dalam mempengaruhi Trust, dan Repurchase intention dibandingkan Affective commitment. Untuk penelitian selanjutnya disarankan agar penelitian ini diterapkan pada jenis waralaba lokal lainnya, seperti department store, convenience store, specialty store, supermarket, dan hypermarket, serta menambahkan Service quality dan Customer satisfaction sebagai anteseden dari Trust dan Word-of-mouth sebagai konsekuensi dari Commitment.Franchising is a form of retail businesses, especially those of growing and promising restaurants. Competition is becoming more tightly multiplied by the entry of foreign franchisors. Customer loyalty is the key to win the competition. The purpose of this study is to analyze the trust, affective commitment, continuance commitment towards repurchase intention. Respondents as the sample of this study were 200 respondents who visited local franchise restaurants, chosen by using Purposive Sampling technique. Furthermore, the method of data analysis applies the Structural Equation Model techniques. The study finds that the entire hypothesis presented can be supported, where there are (1) a positive influence of trust towards affective commitment, (2) a positive influence of trust towards continuance commitment, (3) a positive affective trust towards repurchase intention, (4) a positive influence continuance commitment towards repurchase intention, and (5) a positive effect of trust towards repurchase intention. Furthermore, it is also found that (1) affective and continuance commitment is a mediator variable between the trust and repurchase intention, and (2) continuance commitment is a stronger factor in influencing the trust and repurchase intention than affective commitment. For further study, it is recommended that this research be applied to other types of local franchises, such as department stores, convenience stores, specialty stores, supermarkets and hypermarkets, as well as adding service quality and customer satisfaction as antecedents of trust and word-of-mouth as a consequence of the commitment

scholarly journals Pengaruh Kualitas Produk Terhadap Kepuasan, Reputasi Merek Dan Loyalitas Konsumen Jamu Tolak Angin Pt. Sido Muncul

2011 ◽  
Vol 4 (2) ◽  
Author(s):  
Budi Hermawan
Keyword(s):  
Customer Satisfaction ◽  
Product Quality ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Equation Model ◽  
Chi Square ◽  
Brand Reputation ◽  
Key Factor ◽  
Good Reputation ◽  
Loyal Customers

One of the key factor that PT Sido Muncul concerns about its Jamu Tolak Angin is the customer loyalty. The increase number of loyal customers can be considered as the success of the company’s product amidst the competition. This research is conducted to find out whether the product’s quality influences the customer loyalty through customer satisfaction and brand reputation of the PT Sido Muncul’s Jamu Tolak Angin brand. This research is conducted to retest the model proposed by Fred Selnes (1993), by using the Structural Equation Model (SEM). The sample of this research is 200 persons, collected by judgment sampling. The result of this research shows that customer loyalty is influenced by product quality, customer satisfaction, and brand reputation. Product quality influences customer loyalty through customer satisfaction and brand reputation. The model’s test of this research shows Chi-Square=65.81 (P=0.00026), RMSEA=0.071, GFI=0.94, dan AGFI=0.90. Product quality influences customer loyalty through customer satisfaction and brand reputation by 0.26 and it influences customer loyalty through brand reputation by 0.46. This research shows that good quality product will lead to the increase of customer loyalty and brand reputation of the PT Sido Muncul’s Jamu Tolak Angin brand. Loyal customers are directly influenced by PT Sido Muncul’s Jamu brand, while customer satisfaction doesn’t directly influence customer loyalty. When choosing which jamu product to consume, the customers don’t necessarily choose the product based on the satisfaction of past use but on the brand reputation. Customers think that the jamu brand that has good reputation is suitable for continuous use. This is because customers view jamu as traditional medicine, so the selection should be based on those products who have reliable brand reputation. This result shows that the PT Sido Muncul’s Jamu Tolak Angin brand reputation that has been formed may strengthen the product quality’s influence on creating customer loyalty.

scholarly journals Satisfied, but Will They Spread a Word? The Role of Customer Satisfaction at Jamu Café

2018 ◽  
Vol 9 (1) ◽  
pp. 1
Author(s):  
Usep Suhud ◽  
Sheila Maryam Bajunaid
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Structural Equation ◽  
Word Of Mouth ◽  
Equation Model ◽  
Repurchase Intention ◽  
Factor Analyses ◽  
Confirmatory Factor Analyses ◽  
Confirmatory Factor

This research aimed to investigate consumers’ intention to repurchase jamu at Jamu Café. Service quality, customer satisfaction, and Word-of-Mouth (WOM) were selected as the predictor variables. In total, 200 participants who purchased jamu at the café were selected conveniently. Data were analyzed using exploratory and confirmatory factor analyses as well as Structural Equation Model (SEM). As a result, service quality influences customer satisfaction significantly. As customers are satisfied, they do word-of-mouth and repurchase. On the other hand, WOM has an insignificant impact on repurchase intention.

Brand personality, brand equity and revisit intention: an empirical study of a tourist destination in Iran

2016 ◽  
Vol 71 (3) ◽  
pp. 205-218 ◽  
Author(s):  
Reza Salehzadeh ◽  
Javad Khazaei Pool ◽  
Samaneh Soleimani
Keyword(s):  
Brand Equity ◽  
Structural Equation ◽  
Structural Model ◽  
Brand Personality ◽  
Likelihood Estimation ◽  
Equation Model ◽  
Statistical Population ◽  
Content Type ◽  
Revisit Intention ◽  
City Tourism

Purpose The purpose of this paper is to examine how brand personality and brand equity affect intentions to revisit a city tourism destination. Design/methodology/approach Statistical population of this research consisted of those visitors who traveled to Pool city in Iran during Spring 2015. A structural equation model test with maximum likelihood estimation was performed to test the relationship among the research variables using 367 participants. Findings The empirical results from the structural model suggest that brand personality and brand equity positively influenced revisit intention. Furthermore, brand personality was a direct antecedent of brand equity. Originality/value An integrated model of brand personality, brand equity and revisit intention was tested in a tourism city in the context of a developing economy. The combination of a developing country context and the significance of destination brand enhance the contextual contribution of the paper.

scholarly journals Analysis of the Effect of Product Quality, Price Perception, Brand Image and Promotion on Customer Satisfaction to Achieve Repurchase Intention (Fiesta Chicken Nugget)

2020 ◽  
Vol 5 (8) ◽  
pp. 595-602
Author(s):  
Theofilus Pirri, S.S ◽  
Dr. Dipa Mulia, M.M., M.H
Keyword(s):  
Customer Satisfaction ◽  
Product Quality ◽  
Significant Influence ◽  
Structural Equation ◽  
Brand Image ◽  
Equation Model ◽  
Repurchase Intention ◽  
Product Price ◽  
Price Perception ◽  
Chicken Nugget

This study aims to analyze the effect of product quality, price perception, brand image and promotion on customer satisfaction to achieve repurchase intention’s Fiesta chicken Nugget in Jakarta, Indonesia. This study uses Non Probability Sampling and purposive sampling methods with a total of 190 respondents. Data analysis of this study is carried out by structural equation model (SEM) analysis using Lisrel 8.8. The findings show that each independent variable namely product quality, price perception, brand image and promotion has a positive and significant influence on customer satisfaction as intervening variable. Customer satisfaction as intervening variable has a positive and significant influence on repurchase intention as dependent variable. The product quality has the biggest influence among the four independent variables on customer satisfaction. It is recommended that companies should focus on increasing the value of product quality and product price adjustments to increase customer satisfaction and the company should pay more intention to promotion and improve brand image for the better. Further research by conducting research on other variables with a larger sample is also recommended.

scholarly journals The Effect of Consumer-Based Brand Equity and Satisfaction on Loyalty: An Empirical Study

2019 ◽  
Vol 15 (2) ◽  
pp. 275-291
Author(s):  
Muhammad Andreaginola Pratama ◽  
Rizki Pratama Saleh Siregar ◽  
Sabrina Oktaria Sihombing
Keyword(s):  
Customer Satisfaction ◽  
Brand Equity ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Equation Model ◽  
Brand Names ◽  
Coffee Shop ◽  
Foreign Brand ◽  
Managerial Implications ◽  
The Relationship

Abstract: Economic growth in Indonesia encourages the growth of many industries. Specifically, the food and beverage industry has grown significantly in Indonesian economics.  Coffee shops with foreign or local brands are growing and competing for having customer loyalty. Many research has been conducted to examine customer loyalty in a particular coffee shop. However, little research has been focused on comparing both local and foreign brand names of the coffee shop. The comparative study is needed to understand whether foreign or local brand names matter in predicting both customer satisfaction and loyalty. This research uses a quantitative paradigm using descriptive research type. The object of research is Starbucks (foreign brand) and Djournal Coffee  (local brand). Data were collected through questionnaires distributed by applying judgemental sampling. Data analysis was conducted by using structural equation model (SEM). In this study, there are two unsupported hypotheses namely (1)  the relationship between the ideal self-congruence and customer satisfaction, and (2) the relationship between brand identification and customer satisfaction. The study also provides theoretical contributions, managerial implications and suggestions for further research. Keywords: brand equity, customer satisfaction, brand loyalty, SEMPengaruh Ekuitas Merek Berbasis Konsumen dan Kepuasan terhadap Loyalitas: Sebuah Studi Empiris Abstrak: Pertumbuhan ekonomi di Indonesia mendorong pertumbuhan banyak industri. Secara khusus, industri makanan dan minuman telah tumbuh secara signifikan dalam ekonomi Indonesia. Kedai kopi dengan merek asing atau lokal tumbuh dan bersaing untuk memiliki loyalitas pelanggan. Banyak penelitian telah dilakukan untuk menguji loyalitas pelanggan di coffee shop tertentu. Namun, sedikit penelitian yang difokuskan untuk membandingkan nama merek lokal dan asing dari coffee shop. Studi perbandingan diperlukan untuk memahami apakah nama merek asing atau lokal penting dalam memprediksi kepuasan dan loyalitas pelanggan. Penelitian ini menggunakan paradigma kuantitatif dengan menggunakan tipe penelitian deskriptif. Objek penelitian adalah Starbucks (merek asing) dan Djournal Coffee (merek lokal). Data dikumpulkan melalui kuesioner yang didistribusikan dengan menggunakan judgemental sampling. Analisis data dilakukan dengan menggunakan pemodelan persamaan struktural (SEM). Dalam penelitian ini ada dua hipotesis yang tidak didukung yaitu (1) hubungan antara kongruensi diri yang ideal dan kepuasan pelanggan dan (2) hubungan antara identifikasi merek dan kepuasan pelanggan. Studi ini juga memberikan kontribusi teoritis, implikasi manajerial dan saran untuk penelitian lebih lanjut. Kata kunci: ekuitas merek, kepuasan konsumen, loyalitas merek, SEM

scholarly journals PENGARUH EXPERIENTIAL MARKETING TERHADAP CUSTOMER SATISFACTION SERTA DAMPAKNYA PADA CUSTOMER LOYALTY (Survei pada Pengguna Smartphone di Komunitas Online Apple dan Samsung Regional Bandung)

2016 ◽  
Vol 1 (1) ◽  
pp. 149-159 ◽  
Author(s):  
Eva Devindiani ◽  
Lili Adi Wibowo
Keyword(s):  
Customer Satisfaction ◽  
Structural Equation Model ◽  
Brand Equity ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Equation Model ◽  
Experiential Marketing ◽  
Purposive Sampling

Dalam persaingan pasar yang hiperkompetitif, loyalitas pelanggan menjadi hal terpentingbagi perusahaan dan mereknya untuk dapat bertahan dan memenangkan persaingantersebut. Bagi merek yang memiliki brand-equity kuat pun, seperti Apple dan Samsungpada kategori smartphone ini, loyalitas masih menjadi permasalahan karenakecenderungan konsumen untuk melakukan perpindahan merek semakin tinggi. Untukdapat menciptakan loyalitas pelanggan yang kuat, perusahaan dituntut untuk memuaskankonsumen secara maksimal, dan untuk memberikan kepuasan, perusahaan harusmenciptakan strategi yang memberikan pengalaman yang lebih dan berbeda dari pesaing.Upaya menciptakan pengalaman-pengalaman dengan menyentuh sisi emosional pelangganadalah dengan experiential marketing.Penelitian ini bertujuan untuk mengetahui gambaran kinerja experiential marketing,customer satisfaction, customer loyalty, dan mengetahui temuan mengenai seberapa besarpengaruh kinerja experiential marketing terhadap kepuasan dan loyalitas penggunasmartphone merek Apple dan Samsung di Kota Bandung. Objek dalam penelitian iniadalah member komunitas online Apple dan Samsung di Bandung. Jenis penelitian yangdigunakan adalah deskriptif, verifikatif, dan metode yang digunakan adalah explanatorysurvey dengan teknik purposive sampling, dengan jumlah sampel sebanyak 328 penggunasmartphone. Teknik analisa data yang digunakan adalah structural equation model denganalat bantu software komputer SPSS 21.0. Hasil yang diperoleh dalam penelitianmenyatakan bahwa kinerja experiential marketing berpengaruh terhadap kepuasanpengguna sebesar 0,614 dan tehadap loyalitas pengguna sebesar 0,624 Selanjunyapengaruh antara customer satisfaction terhadap customer loyalty sebesar 0,463. Pengujianhipotesis menunjukan bahwa kinerja experiential marketing memiliki pengaruh yangpositif dan signifikan baik terhadap kepuasan maupun loyalitas pengguna.

scholarly journals E-Trust and Post-Purchase Experience on Repurchase Intention through Customer Satisfaction: Study on Instagram Account @Jastipmlg

2020 ◽  
pp. 50-58
Author(s):  
Amara Naafiarsha ◽  
Harianto Respati ◽  
Achmad Fridiansjah
Keyword(s):  
Linear Regression ◽  
Customer Satisfaction ◽  
Structural Equation Model ◽  
Structural Equation ◽  
Descriptive Analysis ◽  
Equation Model ◽  
Quantitative Approach ◽  
Repurchase Intention ◽  
Analysis Technique ◽  
Post Purchase

This study examines four variables between e-trust, post-purchase experience, customer satisfaction, and repurchase intention. The objective is to analyze and explain the effect of e-trust and post-purchase experience on repurchase intention by testing customer satisfaction as an intervening variable. The object of research is personal shoppers also known as Jasa Titip through Instagram, namely the @jastipmlg. 100 respondents in this study are followers and customers who make repurchases. The analysis technique uses descriptive analysis and linear regression to confirm the structural equation model that is built. The quantitative approach was chosen to explain the influence of the research variables. The results of this study found that e-trust and post-purchase experience affect repurchase intention through customer satisfaction.

scholarly journals Investigasi Niat Belanja Ulang Ke Toko Pakaian: Peran CRM, Kepuasan Dan Loyalitas Pelanggan

2018 ◽  
Vol 6 (2) ◽  
pp. 76
Author(s):  
Aidha Savitri ◽  
Usep Suhud
Keyword(s):  
Customer Satisfaction ◽  
Customer Relationship Management ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Public Awareness ◽  
Relationship Management ◽  
Equation Model ◽  
Customer Relationship ◽  
Repurchase Intention ◽  
Fashion Industry

In this era of globalization the fashion industry in Indonesia is growing rapidly because public awareness for personal appearance is increasing. From many fashion brands, companies must have a strategy to stay afloat in business. Companies from various fashion industries must stay in touch with customers, through CRM or Customer Relationship Management in order to increase customer satisfaction that will make loyal customers that can affect repurchase intention. This study was conducted to find information from Customer Relationship Management to customer satisfaction and customer loyalty and how it impacts repurchase intention in a clothing store. This research was conducted by spreading questionnaires to 200 respondents using nonprobability sampling, convenience sampling. This research uses Exploratory Factor Analysis to test its validity and cronbach alpha to test the reliability. This research also uses a Structural Equation Model to test the hypothesis by using AMOS. From 5 hypotheses, in this research, 4 hypotheses have a positive and significant influence.Keywords:  customer relationship management, customer satisfaction, customer loyalty, repurchase intention.

Sign in / Sign up

Export Citation Format

Share Document