scholarly journals Customer Experience Marketing (CEM), Customer Satisfaction and Customer Trust Affects Customer Loyalty: A Study on Star Hotels in Jakarta Province

2018 ◽  
Vol 9 (2) ◽  
pp. 100
Author(s):  
Dewi Trini ◽  
M. Noor Salim
Keyword(s):  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Research Method ◽  
Customer Experience ◽  
Consumer Trust ◽  
Descriptive Research ◽  
Experience Marketing ◽  
Equation Modelling ◽  
Customer Trust

This study aims to examine customer experience marketing (CEM), customer satisfaction, consumer trust affects customer loyalty for star hotels in Jakarta, Indonesia. This study employs a causal and descriptive research using a survey research method. This study hypothesizes that (1) CEM has a significant effect on customer loyalty, (2) CEM has a significant effect on customer satisfaction, (3) customer satisfaction has a significant effect on customer loyalty, (4) customer satisfaction has a significant effect on customer trust and (5) customer trust has a significant effect on customer loyalty. The sample used is 200 respondents that were obtained from the star hotels’ guests in Jakarta. A structural equation modelling (SEM) is employed and the results reveal that only CEM has a significant impact on customer loyalty meanwhile customer satisfaction and customer trust have no impact on customer loyalty.

scholarly journals PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN, NILAI, KEPERCAYAAN DAN LOYALITAS PELANGGAN RUMAH TANGGA PADA PERUSAHAAN DAERAH AIR MINUM KOTA KENDARI

2018 ◽  
Vol 1 (1) ◽  
pp. 28
Author(s):  
Abdul Kadir ◽  
Muhammad Basri ◽  
Rodi Rodi
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Customer Value ◽  
Structural Equation ◽  
Service Improvement ◽  
Value Addition ◽  
Mediating Role ◽  
Equation Modelling ◽  
Customer Trust

This study aims to determine the effect of service quality on customer loyalty mediated by Customer satisfaction and customer value addition, it also examines, the effect of service quality on customer satisfaction, which is mediated by the effect of customer value and customer satisfaction and customer value on customer loyalty mediated by trust. The population in this study are household customers in Kendari who use the services of PDAM for 17,607 households spread are over 10 (ten) districts. The samples in this study are 391 household customers are taken with a precision of 5 % Data Collection techniques utility questionnaire. Data are analyzed by using. Structural Equation Modelling (SEM) with the help of the program, some of the important findings in this study are : (1) better service improvement of Kendari  Regional causes trust, (2) customer loyalty improvement is also achievable of the provided service is able to enhance customer value. Besides, this research also proves that trust has a mediating role between satisfaction and loyalty of our customers as well as between customer value and loyalty.Keywords: service quality, customer satisfaction, customer value, customer trust and customer loyalty.

scholarly journals EFFECT OF CUSTOMER VALUE AND CUSTOMER EXPERIENCE ON CUSTOMER SATISFACTION AND LOYALTY PT MERATUS SAMARINDA

2020 ◽  
Vol 4 (01) ◽  
Author(s):  
Hasfar M ◽  
Theresia Militina ◽  
Gusti Norlitaria Achmad
Keyword(s):  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Customer Value ◽  
Structural Equation ◽  
Customer Experience ◽  
Statistical Test ◽  
Statistical Hypothesis ◽  
Equation Modeling ◽  
Value Effect ◽  
Customer Satisfaction And Loyalty

This study aims to determine the effect of customer value and customer experience to customer satisfaction and loyalty PT Meratus. The population in this study are customers of PT Meratus by the number of 80 customers. Methods of data collection is done by providing a list of questions or the questionnaire respondents who are customers of PT Meratus, where questionnaires were distributed to such subscribers. This study uses data analysis tool which Partial Least Square (PLS), then this study using structural equation modeling analysis method or path analysis to determine the causal relationship between the latent variables contained in the structural equation. While testing the hypothesis tested boost strap resampling method developed by Geisser and Stone. Statistical test used statistical test t or t test, with statistical hypothesis. The tools used in processing the data using PLS Smart program. The results of this study indicate that 1) customer experience influence positive and significant to customer satisfaction, 2)) customer experience influence positive and significant customer loyalty, 3) customer value effect on positive and significant to customer satisfaction, 4) customer value effect positive but are not with significant customer loyalty, 5) customer satisfaction and significant positive effect on customer loyalty.

scholarly journals EFFECT OF SERVICE QUALITY AND RELATIONSHIP MARKETING ON CUSTOMER SATISFACTION AND ITS IMPACT ON LOYALTY SERVICE ON WISMA SOEWARNA BRACH OFFICE (KCP) OF BNI OF TANGERANG

2020 ◽  
Vol 1 (2) ◽  
pp. 154-164
Author(s):  
Ela Ratna Yuwita ◽  
Arissetyanto Nugroho
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Relationship Marketing ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Survey Methods ◽  
Sampling Technique ◽  
Equation Modeling ◽  
Descriptive Research ◽  
Marketing Variables

The purpose of this study is to determine the Effect of Service Quality and Relationship Marketing on Customer Satisfaction and Its Impact on Loyalty by measuring indicators that affect the variable Service Quality and Relationship Marketing on customer satisfaction variables and their implications on customer loyalty variables. This research applies a descriptive research design using survey methods. Sampling uses convinient sampling as a sampling technique. This study was tested using the structural equation modeling (Lisrel) approach to test the significance of the significance of the overall model and predetermined pathway. The findings show that Service Quality and Relationship Marketing variables significantly influence customer satisfaction variables. Further findings indicate that Service Quality and Relationship Marketing variables directly have a significant effect on customer loyalty variables. This study also shows that customer satisfaction has an influence on customer loyalty variables. It is recommended to companies to improve the excellence of Service Quality and Relationship Marketing.

scholarly journals How To Build Customer Loyalty: Through Customer Experience, Perceived Price, And Customer Satisfaction

2021 ◽  
Vol 12 (4) ◽  
pp. 1546-1554
Author(s):  
Edhie Budi Setiawan, Et. al.
Keyword(s):  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Low Cost ◽  
Least Square Method ◽  
Customer Experience ◽  
Partial Least Square ◽  
Least Square ◽  
Perceived Price ◽  
The Impact

The competition to get the highest Market Share among Low-Cost Carrier airlines in Indonesia is getting fierce. Airlines are competing to offer prices that are appropriate for passengers to perceive them in this era of tariff wars. The degree of satisfaction that is felt is needed to get loyal customers. The purpose of this research is to analyze the impact of customer experience and perceived price on customer loyalty through customer satisfaction. The method of analysis in this study uses the SEM-PLS (Structural Equation Model - Partial Least Square) method with 250 respondents taken by purposive sampling. The result of this research is there is effect positive and significant between customer experience on customer satisfaction and customer loyalty, also there is effect of perceived price on customer satisfaction and customer loyalty. Airlines must pay attention to the services provided to create a memorable experience for passengers and adjust prices to be accepted by passengers.

scholarly journals Determinan Kepuasan, Kepercayaan dan Loyalitas Pelanggan UKM Sasirangan Melalui Media Sosial Instagram (Studi Pada Pelanggan yang merupakan Followers/Pengikut Kasasiur_Banjar )

2021 ◽  
Vol 5 (1) ◽  
pp. 14-30
Author(s):  
Rizki Adhani ◽  
RR Yulianti Prihatiningrum
Keyword(s):  
User Interface ◽  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Information Quality ◽  
Equation Modeling ◽  
Significant Positive Effect ◽  
Interface Quality ◽  
Customer Trust ◽  
Positive Effect

This study aims to analyze the influence of User Interface Quality (X1), Information Quality (X2), Privacy Perception (X3) and Price (X4) on Satisfaction (Y1), analyze the influence of User Interface Quality (X1), Information Quality (X2), Privacy Perception (X3) and Satisfaction (Y1) on Trust (Y2) and analyze the influence of Satisfaction (Y1) and Trust (Y2) on Customer Loyalty (Y3).This research is a quantitative study using a survey approach. This research method uses a questionnaire with 150 respondents who are Instagram followers with kasasiur_banjar accounts. In this study using the Non Probability Sampling technique by purposive sampling. Measurement of variables using a Likert scale technique with a scale of weights from 1 to 5. To determine the effect of the studied variables Structural Equation Modeling (SEM) analysis tools are used.The results of the study concluded that User Interface quality has a significant positive effect on customer satisfaction. User Interface quality has a significant positive effect on customer trust. Information quality has a significant positive effect on customer satisfaction. The quality of information t has a significant positive effect on customer trust. Privacy perception has a significant positive effect on customer satisfaction. Privacy perception has a significant positive effect on customer trust. Price has a significant positive effect on customer satisfaction. Customer satisfaction has a significant positive effect on trust. Customer satisfaction has a significant positive effect on customer loyalty. Customer trust has a significant positive effect on customer loyalty. 

scholarly journals Relationship between Customer Loyalty, Customer Satisfaction, Customer Trust, and Service Quality in E-Commerce Setting: Case Study of Lazada in Indonesia

2018 ◽  
Vol 2 (2) ◽  
pp. 93-104
Author(s):  
Yulita Fairina Susanti ◽  
Albert Hasudungan ◽  
Arif Wiratama Prasetyo
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Service Delivery ◽  
Customer Loyalty ◽  
Random Sampling ◽  
Structural Equation ◽  
Website Design ◽  
Equal Proportion ◽  
Customer Trust ◽  
Relationship Of

The main objective of this study is to examine the relationship of each dimension of Service Quality to Customer Satisfaction and Customer Trust, Customer Satisfaction to Customer Trust and Customer Loyalty, and Customer Trust to Customer Loyalty. The sampling is selected on the basis of random sampling from Jakarta Millennial generation, below 31 years old, that use online transaction. The questionnaire was distributed in 2017 to that Jakarta Millennial respondents on the basis of random sampling selection. This study uses Covariance-Based Structural Equation Modelling, and the variable is adopted by the previous study to see that relationship. The research finds that Website Design, Responsiveness, and Assurance has signiicant effect to Customer Satisfaction, Customization and Assurance has significant effect to Customer Trust, Customer Satisfaction has significant effect to Customer Trust and Customer Loyalty, and Customer Trust has significant effect to Customer Loyalty. This study recommends equal proportion of business efforts between the service delivery and customize technology to retain their customer loyalty, since the results underscore the importance of both technical and service delivery aspects.

scholarly journals Analisis Faktor yang Mempengaruhi Loyalitas Pelanggan Asuransi Kesehatan di Jakarta

2018 ◽  
Vol 6 (1) ◽  
pp. 72-81
Author(s):  
Indri Agustianti
Keyword(s):  
Health Insurance ◽  
Customer Loyalty ◽  
Structural Equation Modelling ◽  
Structural Equation ◽  
Quantitative Method ◽  
Corporate Image ◽  
Social Bond ◽  
Validity And Reliability ◽  
Equation Modelling ◽  
Customer Trust

The purpose of this research is to know the influence of corporate image, customer trust, social bond, customer satisfaction toward health insurance customer loyalty. Respondents in this research is health insurance participants in Jakarta. The method used in this research is a quantitative method with using convenience techniques sampling. The number of respondents 250 individuals. Collected data analyzed the validity and reliability. Research hypothesis tested with Structural Equation Modelling (SEM).

scholarly journals PENGARUH KUALITAS PELAYANAN DAN KEPUASAN NASABAH TERHADAP KEPERCAYAAN NASABAH DAN LOYALITAS NASABAH PENABUNG AKTIF PT BANK BUKOPIN CABANG BANJARMASIN

2021 ◽  
Vol 10 (2) ◽  
pp. 1
Author(s):  
Akhmad Darma Putera ◽  
Juhriyansyah Dalle ◽  
Muhammad Riduansyah Syafari
Keyword(s):  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Target Population ◽  
Mediation Effect ◽  
Equation Modeling ◽  
Quality Service ◽  
Direct Effects ◽  
Research Findings ◽  
Customer Trust

The aim of this research is to analysis the effects of quality services and customer satisfaction on customer loyalty with mediating customer trust of the activesavers. This research is an explanatory-causality which tests and analysis 5 direct effects and 2 mediation effect. Target population of this research is the activesavers/customer PT Bank Bukopin Banjarmasin Branch. The quantitative data is processed using Structural Equation Modeling (SEM), aided by SmartPLS Software.The research findings demonstrate that (1) service quality have positive signifikan effect on customer trust (H1) and on customer loyalty (H2); (2) customer satisfaction positif insignificance effect on customer trust, but positive significance effect on customer loyalty; (3) customer trust have positive significance effect on customer loyalty (H5); (4) customer trust have positive significance partially-mediation the effect of quality service on customer loyalty (H6); and (5) customer trust no mediation the effect of customer satisfaction on customer loyalty. The power relevant predictive this loyalty model at minimum moderate/medium.Keywords: Quality Service, Customer Satisfaction, Customer Trust, and Customer Loyalty.

Influence of the Dimension of Service Quality on Customer Satisfaction and Its Impact on Customer Loyalty PT Sun Life Financial Indonesia in Jakarta

FOCUS ◽  
2021 ◽  
Vol 2 (1) ◽  
pp. 38-47
Author(s):  
Suharyono Suharyono ◽  
Dini Setyo Azani
Keyword(s):  
Structural Equation Modeling ◽  
Customer Satisfaction ◽  
Customer Service ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Research Method ◽  
Quantitative Research ◽  
Equation Modeling ◽  
Survey Method ◽  
Quality Dimension

This study analyzes the quality dimension of customer service at PT Sun Life Financial Indonesia on customer satisfaction and its impact on customer loyalty. This study uses a survey method by disseminating questionnaires to customers in PT Sun Life Financial Indonesia as the respondent. Quantitative research method using technical analysis structural equation modeling (SEM) with application AMOS 22. The study used samples from 155 respondents. The results showed that the quality dimension of services such as responsiveness, assurance, empathy, and reliability has a positive and significant effect on customer satisfaction and has a positive and significant impact on customer loyalty.

scholarly journals THE EFFECT OF CUSTOMER TRUST AND COMPANY IMAGE ON CUSTOMER SATISFACTION AND CUSTOMER LOYALTY IN INDONESIA CLASSIFICATION BUREAU IN SAMARINDA

2020 ◽  
Vol 4 (03) ◽  
Author(s):  
Syariful Mahsyar ◽  
Suharno Suharno ◽  
Zainal Abidin
Keyword(s):  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Latent Variables ◽  
Structural Equation ◽  
Structural Equation Models ◽  
Structural Equations ◽  
Partial Least Square ◽  
Least Square ◽  
Analysis Tool ◽  
Customer Trust

This study aims to determine the effect of customer trust and company image on customer satisfaction and customer loyalty at the Indonesian Classification Bureau. The population in this study were customers of PT BKI with a total of 95 respondents. The method of data collection is done by giving a list of questions or questionnaires to respondents who are customers at PT BKI, where the questionnaire is distributed to these customers. This study uses a data analysis tool that is partial Least Square (PLS), then this study uses the analysis method of structural equation models or Path Analysis to determine the causal relationship between latent variables contained in structural equations. The tool used in data processing using the Smart PLS program. The results of this study indicate that 1) customer trust has a significant effect on customer satisfaction, 2) company image has a significant effect on customer satisfaction, 3) customer trust has a significant effect on customer loyalty, 4) company image has a significant effect on customer loyalty, 5) customer satisfaction has an significant effect to customer loyalty. Keywords: Customer Trust, Company Image, Customer Satisfaction, Customer Loyalty

Sign in / Sign up

Export Citation Format

Share Document