scholarly journals ANALISIS KUALITAS LAYANAN ATM DAN KEPUASAN PENGGUNA TERHADAP LOYALITAS PELANGGAN DENGAN PENDEKATAN STRUCTURAL EQUATION MODELLING

2016 ◽  
Vol 3 (1) ◽  
Author(s):  
Sandra A. Zanny ◽  
Deni Danial Kesa
Keyword(s):  
Factor Analysis ◽  
Confirmatory Factor Analysis ◽  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Quality Information ◽  
Private Bank ◽  
Confirmatory Factor ◽  
The Impact

AbstractThis research has been prepared for the purpose of reviewing the impact of the quality ofservices provided by ATM on one of the largest private bank in Indonesia on customer loyalty. Inthis case the quality of the service will be tested at one of the ATM Bank the largest private bank inIndonesia which consists of quality information and quality on customer loyalty ATM system onone of the largest private bank in Indonesia which is mediated by customer satisfaction. T-countvalue obtained from Confirmatory Factor Analysis (CFA) for all variables showed that all thequestions are included in all variables statistically significant. The coefficient of Goodness of Fitmeets the requirements of the suitability of a model, it can be concluded that in general, the modelobtained has a good level of compatibility. ATM service quality has a statistically significantpositive relationship with customer loyalty. Satisfaction with the quality of the information contentof ATM and satisfaction with the performance of the ATM system did in fact have a positiverelationship with customer satisfaction. Variable satisfaction statistically significant influenced bytwo independent variables, namely variable quality and Quality Information System. Satisfactionwill impact on the confidence of customers to use ATMs that will appear on the ATM customerloyalty to the Bank. In accordance with the hypothesis that the satisfaction variables provide astatistically significant effect on the variable loyalty.Key words : ATM, Confirmatory Factor Analysis,Kandungan informasi, kualitas system, loyalitas

scholarly journals Evaluation of the Social Benefits of Financial Innovation Towns Based on SEM Model——Taking Yuhuang Shannan Fund Town as an Example

2021 ◽  
Vol 251 ◽  
pp. 01075
Author(s):  
Guimei Wu ◽  
Yuting Ye ◽  
Ting Li ◽  
Xueqin Chen ◽  
Shasha Zhu
Keyword(s):  
Factor Analysis ◽  
Confirmatory Factor Analysis ◽  
Latent Variables ◽  
Evaluation System ◽  
Structural Equation ◽  
Financial Innovation ◽  
Social Benefits ◽  
The Social ◽  
Confirmatory Factor ◽  
The Impact

Taking Yuhuang Shannan Fund Town as a typical example, this paper established a financial innovation characteristic town social benefit evaluation system through on-site investigation and quantitative analysis. It can be summarized into five major aspects: social and livelihood development, socioeconomic development, ecological environment, infrastructure construction and related system construction. Then we constructed a structural equation model (SEM) for the evaluation of social benefits of towns, and made the assumption that the impact of the five latent variables on the total variable of social benefits is positive. Through the first-order confirmatory factor analysis and the second-order confirmatory factor analysis of the structural equation, it is concluded that the five latent variables have a positively significant impact on the social benefits and have strong internal consistency. According to the degree of influence, effective suggestions are given from private equity and industrial foundation, which provide reference and practical guidance of the construction of financial innovative towns in the future.

scholarly journals Psychometric properties of the WHOQOL-BREF(PT) in a sample of elderly citizens

2021 ◽  
Vol 19 (1) ◽  
Author(s):  
Margarida Goes ◽  
Manuel Lopes ◽  
João Marôco ◽  
Henrique Oliveira ◽  
César Fonseca
Keyword(s):  
Quality Of Life ◽  
Factor Analysis ◽  
Confirmatory Factor Analysis ◽  
Psychometric Properties ◽  
Structural Equation ◽  
First Order ◽  
Confirmatory Factor ◽  
Average Variance ◽  
Correlation Level

Abstract Background The goal of this article was to research the psychometric properties of the WHOQOL-BREF(PT) instrument in a sample of elderly citizens residing in a rural area in their own homes or at family members’ or friends’ homes and to compare the results: (i) to those reported by the team of Portuguese researchers that undertaken the instrument's translation/validation to the Portuguese language and (ii) to those reported internationally by the World Health Organization Quality of Life group. An overall quality of life scoring (QOL24—all facets) is also proposed in this article as novelty. The correlation level between QOL24 and the instrument’s general facet was also investigated. Methods This was a cross-sectional study with a sample of 351 elderly citizens (46.4% males and 53.6% females) randomly selected from the official dataset of the Local Health Unit of Baixo Alentejo. All the data were collected by health professionals at the participants’ homes following the structured interview methodology and using the WHOQOL-BREF(PT) instrument. Three different structural equation models were developed: (i) a first-order confirmatory factor analysis, to assess the instrument’s psychometric properties; (ii) a hierarchical second-order confirmatory factor analysis model, to allow determining the QOL24 scoring; and (iii) a more generic structural equation model, to investigate the correlation level between QOL24 and the instrument’s general facet. Results The WHOQOL-BREF(PT) showed an “almost very good” goodness of fit (comparative fit index of 0.949 and Tucker-Lewis index of 0.943), an adequate internal consistency (Cronbach’s alpha: from 0.64 to 0.90; composite reliability: from 0.59 to 0.88) and tolerable convergent validity (average variance extracted: from 0.374 to 0.614). However, discriminant validity was not reached because strong correlations between the first-order factors (four QOL domains) were obtained, together with low values of the average variance extracted. The scoring of QOL domains and QOL24, determined as weighted averages (proposed in this article as novelty) were significantly different than those determined as unweighted averages. The standardized correlation coefficient between QOL24 and the instrument’s general facet was of 0.89 (statistically highly significant). Conclusions The WHOQOL-BREF(PT) is a psychometrically sound instrument to assess the QOL of the considered population sample. However, the QOL domains were found strongly intertwined. More studies are necessary to validate the weighted average scoring strategy of QOL domains and QOL24. Concurrent validity between QOL24 and the instrument’s general facet was considered as “strong”.

scholarly journals Assessment the Quality of Services in Health Tourism using structural equation modeling (SEM) and confirmatory factor analysis (CFA): a case study in Mashhad, Iran

2020 ◽  
Author(s):  
Farhad Hemmati ◽  
Ghahraman Mahmoudi ◽  
Fatemeh Dabbaghi
Keyword(s):  
Factor Analysis ◽  
Structural Equation Modeling ◽  
Confirmatory Factor Analysis ◽  
Structural Equation ◽  
Equation Modeling ◽  
Quality Of Services ◽  
Health Tourism ◽  
Confirmatory Factor ◽  
Comprehensive Development

Abstract Background: It is essential to improve the quality of services to satisfy health tourists. Thus, the present study was conducted to determine the relationship between quality of health services and tourism in Mashhad.Methods: In this descriptive study, there were 120 subjects from the first population and 384 from the second. They completed a standard questionnaire with items related to demographic characteristics and tourism facilities in the five districts (north, south, east, west, and center) of Mashhad from 2017 to 2018. Data was analyzed using confirmatory factor analysis (CFA) and structural equation modeling (SEM). Spss21 and LISREL8.50 were used as the software. Results: t-test results showed that the factor loadings were more than 1.96, so there was a correlation between the quality of services provided and health tourism in Mashhad. Conclusion: According to the results, the importance of health tourism is so high that efforts for its development it in the region will lead to an all-comprehensive development. Hence, it is suggested that by strengthening the quality of services health tourism be improved in Mashhad.

The Effect of ATM Service Quality on Customer Satisfaction and Customer Loyalty: An Empirical Analysis

2019 ◽  
Vol 20 (5) ◽  
pp. 1155-1178 ◽  
Author(s):  
Wajeeha Aslam ◽  
Ayesha Tariq ◽  
Imtiaz Arif
Keyword(s):  
Factor Analysis ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Ease Of Use ◽  
Security And Privacy ◽  
Screening Process ◽  
Bank Managers ◽  
The Impact

This study examines the impact of automated teller machine (ATM) service quality on customer satisfaction and its effect on customer loyalty. The data were collected from 360 ATM users in Karachi, Pakistan, using a structured questionnaire. After the data screening process and the removal of outliers, 322 responses were found useable. To identify the dimensions of ATM service quality and their relationship with customer satisfaction and customer loyalty, exploratory factor analysis, confirmatory factor analysis and structural equation modelling (SEM) were used. The findings indicate that (a) fulfilment, reliability, ease of use, and security and privacy are the major dimensions of ATM service quality, (b) dimensions such as convenience and responsiveness are positively insignificantly correlated with customer satisfaction and (c) customer satisfaction significantly influences customer loyalty. This study suggests concrete strategies for bank managers to improve customer experience with ATM and identifies the issues to be resolved in order to improve ATM service quality.

scholarly journals THE INFLUENCE OF PRICE AND SERVICE QUALITY OF BRAND IMAGE AND ITS IMPACT ON CUSTOMER SATISFACTION GOJEK (STUDENTS STUDY ON A STATE UNIVERSITY OF JAKARTA)

2015 ◽  
Vol 6 (2) ◽  
pp. 639
Author(s):  
Mohammad Rizan ◽  
Dahliana Yulianti ◽  
Rahmi Rahmi
Keyword(s):  
Factor Analysis ◽  
Confirmatory Factor Analysis ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Significant Influence ◽  
Brand Image ◽  
Sampling Techniques ◽  
State University ◽  
Confirmatory Factor

The purpose of the research are to: test empirically influence of price to brand image on customer satisfaction Gojek, test empirically influence of service quality to brand image on customer satisfaction Gojek, test empirically influence of price on customer satisfaction Gojek, test empirically influence of service quality on customer satisfaction Gojek, test empirically influence of brand image on customer satisfaction Gojek. This study used confirmatory factor analysis. The research was conducted in State University of Jakarta and used purposive sampling techniques, while the data collecting technique used questionaire, SPSS and SEM LISREL for data processing. The result shows a significant influence of price and service quality for brand image and its impact on customer satisfaction.   Keywords: price, service quality, brand image, customer satisfaction

scholarly journals The Effect of Umrah Service Quality on Umrah Customer Satisfaction and Umrah Customer Loyalty: Evidence from Umrah traveling agents in Malaysia

2021 ◽  
Vol 22 ◽  
pp. 492-546
Author(s):  
Bestoon Othman ◽  
Amran Bin Harun
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Business Environment ◽  
Equation Modeling ◽  
Travel Industry ◽  
The Impact

The main aim of this study is to explore the impact of the dimensions of Umrah service quality on customer satisfaction for Umrah and customer loyalty for Umrah in the travel industry. Increasingly intense competition and structural shifts in the business environment are now pushing companies to adopt a customer-focused strategy that elevates the value of customer-related constructs such as customer satisfaction, quality of service, and consumer loyalty in describing the success of a company. Umrah service efficiency, Umrah customer satisfaction, and Umrah customer loyalty were calculated from the literature using a 5-point Likert scale. Structural equation modeling was carried out to analyze the impact of Umrah service quality on customer satisfaction in Umrah and customer loyalty in Umrah. The result showed that all dimensions of service quality influenced customer satisfaction and loyalty of Umrah's customers. The study's key drawback is that it was confined only to the Malaysian nation. Second, the present study only focuses on the traveling industry in Umrah. The results clearly indicate the dimensions of the quality of Umrah service that the practitioners must concentrate on in order to provide a better quality of service.

scholarly journals CUSTOMER’S SATISFACTION AND LOYALTY TO SERVICE QUALITY OF HOTEL SYSTEM IN VINH LONG PROVINCE

2017 ◽  
Vol 1 (28) ◽  
pp. 11-20
Author(s):  
Bao Gia Le ◽  
Hai Thanh Nguyen ◽  
Nguyet Thi Minh Tran ◽  
Minh Hoang Nguyen
Keyword(s):  
Factor Analysis ◽  
Confirmatory Factor Analysis ◽  
Service Quality ◽  
Structural Equation Modelling ◽  
Structural Equation ◽  
Statistical Software ◽  
Consistency Coefficient ◽  
Equation Modelling ◽  
Confirmatory Factor

This study aims to analyse factors that affect customer’s satisfaction and loyalty about service quality of hotel system in Vinh Long province. The data were collected from294 respondents. The statistical software AMOS, the consistency coefficient measured with Cronbach’s Alpha for scaling test, Exploratory FactorAnalysis (EFA), Confirmatory Factor Analysis (CFA) and Structural Equation Modelling (SEM) were used for the analysis. The results indicated This study aims to analyse factors that affect customer’s satisfaction and loyalty about service quality of hotel system in Vinh Long province. The data were collected from 294 respondents. The statistical software AMOS, the consistency coefficient measured with Cronbach’s Alpha for scaling test, Exploratory Factor Analysis (EFA), Confirmatory Factor Analysis (CFA) and Structural Equation Modelling (SEM) were used for the analysis. The results indicated

scholarly journals The Role of Brand Trust in Determining The Relationship Between Brand Affection and Loyalty Programs on Customer Loyalty

2017 ◽  
Vol 1 (01) ◽  
pp. 12
Author(s):  
Jojor Marintan Silalahi ◽  
Lizar Alfansi ◽  
Akram Harmoni Wiardi
Keyword(s):  
Factor Analysis ◽  
Confirmatory Factor Analysis ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Loyalty Programs ◽  
Equation Modeling ◽  
Brand Trust ◽  
Loyalty Program ◽  
Confirmatory Factor ◽  
The Relationship

<p>study investigates how brand affection, loyalty programs, and brand trust determine the loyalty in airways industry. We examined the influence of brand trust and brand affection on loyalty in airlines services. The airways companies applied loyalty programs as a trend. The purpose of the loyalty programs is to encourage the loyalty of the customers. The purpose of this study is to analyze the influence of brand affection and loyalty programs on brand trust and loyalty among GarudaMiles members. Primary data were collected through a survey. Data collected by online quistionnaire through social media and resulting 171 processable questionnaire. Data were analysed using confirmatory factor analysis and structural equation modelling. Confirmatory factor analysis within structural equation modeling were carried out to assess adequacy of the measurements and validity of the model. We found that brand affection is not significantly influence customer loyalty; brand affection significantly influence brand trust; and brand trust significantly influence customer loyalty. This result indicate that brand affection has an indirrect effect on loyalty, it’s mediated by brand trust. Loyalty program is not significantly effect brand trust, it has direct effect on loyalty. It’s become clear that only brand trust mediates the relationship of brand affection and loyalty. The customers of the airways companies tend to be loyal because of the loyalty programs applied by the airways companies. These finding add performance effectiveness and long-term relationships with customers in airlines industry to the factors needed to respond to the highly competitive situation at present, which will be even more important with the ASEAN Economic Community in 2015.</p><p><br />Keywords: Brand Affection, Brand Trust, loyalty, Loyalty Program</p>

scholarly journals The Role of Brand Trust in Determining The Relationship Between Brand Affection and Loyalty Programs on Customer Loyalty

2016 ◽  
Vol 1 (1) ◽  
pp. 12
Author(s):  
Jojor Marintan Silalahi ◽  
Lizar Alfansi ◽  
Akram Harmoni Wiardi
Keyword(s):  
Factor Analysis ◽  
Confirmatory Factor Analysis ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Loyalty Programs ◽  
Equation Modeling ◽  
Brand Trust ◽  
Loyalty Program ◽  
Confirmatory Factor ◽  
The Relationship

<p>study investigates how brand affection, loyalty programs, and brand trust determine the loyalty in airways industry. We examined the influence of brand trust and brand affection on loyalty in airlines services. The airways companies applied loyalty programs as a trend. The purpose of the loyalty programs is to encourage the loyalty of the customers. The purpose of this study is to analyze the influence of brand affection and loyalty programs on brand trust and loyalty among GarudaMiles members. Primary data were collected through a survey. Data collected by online quistionnaire through social media and resulting 171 processable questionnaire. Data were analysed using confirmatory factor analysis and structural equation modelling. Confirmatory factor analysis within structural equation modeling were carried out to assess adequacy of the measurements and validity of the model. We found that brand affection is not significantly influence customer loyalty; brand affection significantly influence brand trust; and brand trust significantly influence customer loyalty. This result indicate that brand affection has an indirrect effect on loyalty, it’s mediated by brand trust. Loyalty program is not significantly effect brand trust, it has direct effect on loyalty. It’s become clear that only brand trust mediates the relationship of brand affection and loyalty. The customers of the airways companies tend to be loyal because of the loyalty programs applied by the airways companies. These finding add performance effectiveness and long-term relationships with customers in airlines industry to the factors needed to respond to the highly competitive situation at present, which will be even more important with the ASEAN Economic Community in 2015.</p><p><br />Keywords: Brand Affection, Brand Trust, loyalty, Loyalty Program</p>

scholarly journals Satisfaction of tourists to Hoi An ancient town, Vietnam

2020 ◽  
Author(s):  
Ha Nam Khanh Giao ◽  
Dinh Kiem ◽  
Le Thai Son ◽  
Truong Quoc Dung
Keyword(s):  
Factor Analysis ◽  
Confirmatory Factor Analysis ◽  
Service Quality ◽  
Exploratory Factor Analysis ◽  
Structural Equation Modelling ◽  
Structural Equation ◽  
Tourist Satisfaction ◽  
Equation Modelling ◽  
Confirmatory Factor

This research uses structural equation modelling (SEM) to test the correlation between service quality of the tourism destination and the satisfaction of the tourists who have visited Hội An ancient town. The research also uses the methods of Cronbach’s Alpha, exploratory factor analysis (EFA), confirmatory factor analysis (CFA) and SEM. The result shows that the tourist satisfaction has been affected by 3 factors: (1) Responsiveness; (2) Reliability; and (3) Empathy which were ranked by the importance. The research also raises some suggestions to the management and the tourist businesses at Hội An to enhance the tourists satisfaction.

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