scholarly journals Building the Relationship Quality Model: An Investigation of the Chemical Industry

2019 ◽  
Vol 9 (3) ◽  
pp. 528
Author(s):  
Andreas Samudro ◽  
Ujang Sumarwan ◽  
Megawati Simanjuntak ◽  
Eva Z Yusuf
Keyword(s):  
Empirical Study ◽  
Relationship Quality ◽  
Structural Equation Model ◽  
Customer Loyalty ◽  
Chemical Industry ◽  
Structural Equation ◽  
Equation Model ◽  
Direct Influence ◽  
Quality Model ◽  
The Relationship

The purpose of this study is to develop a relationship quality model and investigate the links among the constructs. This empirical study aims to explore the construct's links between the key constituents of relationship quality model: trust, satisfaction, and commitment. The Structural Equation Model is employed to confirm the model and investigate the correlations and influences between constructs. The results of the analysis confirm the direct influence of commitment toward loyalty. Satisfaction does not have a direct influence on loyalty, but through commitment as a mediate variable. The finding confirms the relationship quality model with strong influences among constituents: satisfaction, trust and commitment; Commitment is the only variable whose direct influence toward customer loyalty.

Memperkuat Loyalitas Melalui Kepercayaan, Kepuasan Dan Komitmen Studi Pada Nasabah PT. Bank Cimb Niaga

Liquidity ◽  
2018 ◽  
Vol 4 (1) ◽  
pp. 43-52 ◽  
Author(s):  
Sri Widyastuti
Keyword(s):  
Customer Satisfaction ◽  
Relationship Quality ◽  
Structural Equation Model ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Positive Influence ◽  
Equation Model ◽  
Survey Method ◽  
Branch Office

Customer loyalty is ‘suspected’not been able to optimizationrepetition of transactions, customer recommendation and durability with the establishment relationship quality of the trust, customer satisfaction and commitment. Therefore, research conducted on Bank CIMB Niaga aims to determine the extent of the trust, and commitment to customer satisfaction can increase X-tra and TabunganKU savings customer loyalty. This research is verification and the method of research is explanatory survey method, the sample is 160 customer X-tra and tabunganKU savings in the branch office Bank CIMB Niaga Bintaro. The analytical method used is structural equation model. The results showed loyalty can be achieved with relationship quality for customers through the establishment of trust, and commitment to customer satisfaction, which all three have a positive influence. Therefore, the management of Bank CIMB Niaga need to improve their ability in trust, satisfactionand commitmentwith the bank's customers to become increasingly favored customers.

Pengaruh E-Service Quality terhadap Customer Satisfaction dan Loyalty pada Pengguna Gopay di Indonesia

2020 ◽  
Vol 4 (2) ◽  
pp. 11
Author(s):  
Miranda Berliana ◽  
Dinda Amanda Zulestiana
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Structural Equation Model ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Equation Model

Abstrak: Pada era modern saat ini kemajuan teknologi semakin berkembang pesat dan membawa kita kepada arah basis digital dan mobile. Fenomena tersebut dimanfaatkan oleh industri perbankan untuk berinovasi dalam hal pembayaran secara elektronik yang biasa kita sebut dengan e-money. Uang elektronik muncul dipicu dengan adanya tuntutan dari masyarakat saat ini. Sistem pembayaran yang ada saat ini dituntut untuk dapat melayani setiap kebutuhan masyarakat dalam pemindahan dana dengan efektif dan efisien. Salah satu inovasi yang diluncurkan saat ini adalah Gopay, metode pembayaran berbasis server yang dikeluarkan oleh Gojek Indonesia. Penelitian ini memiliki tujuan yaitu menentukan efek e-service quality pada customer satisfaction dan customer loyalty pelanggan Gopay di Indonesia. Kuesioner dikumpulkan secara online dengan menggunakan google form sebanyak 400 responden. Pengolahan data menggunakan Structural Equation Model (SEM) dengan menggunakan bantuan program AMOS 24. Berdasarkan hasil penelitian ditemukan bahwa e-service quality memiliki pengaruh positif terhadap customer satisfaction, yang dimana customer satisfaction sendiri memiliki pengaruh yang positif terhadap customer loyalty, namun ditemukannya ketidak pengaruhan yang positif bagi e-service quality terhadap customer loyalty.

scholarly journals Antecedents of Customers Loyalty towards Go-Jek Service

Telaah Bisnis ◽  
2021 ◽  
Vol 21 (2) ◽  
pp. 69
Author(s):  
Helmy Ilham Nugraha ◽  
Anas Hidayat ◽  
Putra Endi Catyanadika ◽  
Sri Rejeki Ekasasi
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Structural Equation Model ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Equation Model ◽  
Sem Analysis ◽  
Website Design ◽  
Consumer Loyalty ◽  
Purposive Sampling

Service quality is one of the biggest factors in determining consumer loyalty. The aim of this study is to analyze how the Go-Jek service quality an influence customer satisfaction in shaping customer loyalty to the Go-Jek company. This research is quantitative and the variables examined in this study are website design, reliability, trust, customer satisfaction, to support consumer loyalty. This research was conducted in Yogyakarta and the data was collected using a questionnaire based on a Likert-scale, and the taking method uses purposive sampling with 300 respondents. Data were then analyzed using structural equation model (SEM) analysis with the help of WarpPLS software. The results of the study show that the effect of e-service quality on customer loyalty to the Go-Jek company were positive and significant.

scholarly journals Investigations of Customer Loyalty: Strengthening Product Quality, Brand Image and Customer Satisfaction

2021 ◽  
Vol 11 (1) ◽  
pp. 78
Author(s):  
Enjang Sudarman ◽  
Harries Madiistriyatno ◽  
Ikbal Sudarman
Keyword(s):  
Customer Satisfaction ◽  
Product Quality ◽  
Structural Equation Model ◽  
Customer Loyalty ◽  
Random Sampling ◽  
Structural Equation ◽  
Brand Image ◽  
Research Result ◽  
Equation Model ◽  
Stratified Random Sampling

Abstract. The purpose of this study is to help make decisions about winning the smartphone market through product differentiation to increase customer loyalty for the OPPO Brand. The study population was 1050 students of the faculty of education and the faculty of economics, the sampling technique using the stratified random sampling method was obtained by 550 students. Data analysis was performed using Structural Equation Model (SEM) statistical analysis using Amos Graphic v.22 Software. The result of the research obtained product differential strategy, brand image and customer satisfaction can increase customer loyalty. Brand image and customer satisfaction factor are mediators of product quality on customer loyalty factors. The implication of this research is that brand image is the biggest factor affecting customer satisfaction. Furthermore, the contribution of research result to the OPPO company must make product changes in order to improve brand image, customer satisfaction and customer loyalty. Abstrak. Tujuan dari penelitian ini adalah untuk meningkatkan loyalitas pelanggan melalui penguatan kualitas produk, citra merek dan kepuasan pelanggan. Populasi penelitian ini adalah Mahasiswa di Kabupaten Karawang dari 12 Perguruan tinggi sebanyak 27,378 mahasiswa, teknik pengambilan sampel menggunakan stratified random sampling diperoleh sebanyak 550 orang. Analisis data dilakukan dengan menggunakan analisis statistik Structural Equation Model (SEM) menggunakan perangkat lunak Amos Graphic versi 22. Hasil penelitian yang diperoleh bahwa penguatan kualitas produk memiliki efek secara langsung terhadap loyalitas pelanggan, citrak merek dan kepuasan pelanggan adalah mediator faktor kualitas produk pada faktor loyalitas pelanggan. Implikasi dari penelitian ini bahwa citra merek merupakan faktor terbesar yang mempengaruhi kepuasan pelanggan. Selanjutnya, kontribusi hasil penelitian terhadap perusahaan OPPO adalah untuk pertimbangan kebijakan bagi manajemen dalam hal penguatan kualitas produk yang dilakukan melalui inovasi teknologi dari sisi penggunaan bahan, fitur-fitur, serta komponen berkualitas tinggi agar meningkatkan citra merek, kepuasan pelanggan sehingga berdampak positif terhadap loyalitas pelanggan.

scholarly journals Analyzing the Influence of International Entrepreneurship on the SMEs Exporting Performance Using Structural Equation Model: An Empirical Study in Jordan

2016 ◽  
Vol 11 (2) ◽  
pp. 153
Author(s):  
Mohammed T. Nuseir
Keyword(s):  
Empirical Study ◽  
Structural Equation Model ◽  
International Business ◽  
Structural Equation ◽  
International Entrepreneurship ◽  
Export Performance ◽  
Equation Model ◽  
The Impact

This paper provides an introduction about the field of international entrepreneurship on the export performance. Accordingly, the present study investigating the underlying dimensions of international entrepreneurship and empirically test a framework to identify the impact of international entrepreneurship on the exporting performance with special emphasize to Jordanian SMEs. The results of the study reveal that the international entrepreneurship for Jordanian SMEs had a significant impact on exporting performance. The significance of this study stems from the fact that lacks of studies have investigated on the impact of international entrepreneurship on the exporting performance. Also, it provides a reference for countries, firms and scholars interested in international business.

Using fuzzy Indicators in customer experience analytics

2020 ◽  
pp. 1-14
Author(s):  
Carolina Nicolas ◽  
Jaime Gil-Lafuente ◽  
Angélica Urrutia ◽  
Leslier Valenzuela-Fernández
Keyword(s):  
Empirical Study ◽  
Structural Equation Model ◽  
Structural Equation ◽  
Customer Experience ◽  
Model Analysis ◽  
Equation Model ◽  
Online Environment ◽  
Inference Method ◽  
Relevant Today ◽  
Interactive Experience

The aims of this study is to propose a model for managing customer experience analytics focused on value generated in an online market, this study to explore touch points experience, measured with conventional indicators and fuzzy indicators, using to a structural equation model analysis and Mamdani inference method. The investigation has delved deeper into the nature of the value of the experience construct, the results revealed of the empirical study confirm regarding how the experience value is related with the key touch points of the customer/company relationship. Very few studies in the reviewed literature about the conceptualization on customer interactive experience focused on value generated in an online environment. This study becomes more relevant today, where, after the pandemic, the value of the online customer experience becomes more important.

scholarly journals Effect of Bank Commitment, Bank Communication and Handling Customer Complaint on Customer Loyalty through Customer Satisfaction at PT Bank Central Asia Tbk of Mojopahit Mojokerto Sub-Branch Office

2019 ◽  
Vol 6 (3) ◽  
pp. 49
Author(s):  
R. Sapto Roedy Widijanto ◽  
Basuki Rachmat
Keyword(s):  
Customer Satisfaction ◽  
Structural Equation Model ◽  
Direct Effect ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Sampling Technique ◽  
Equation Model ◽  
Customer Complaint ◽  
Correlational Research ◽  
Branch Office

This research aims to analyze the effect of bank commitment, bank communication, and handling customer complaint on customer loyalty through customer satisfaction. This is a correlational research that uses a quantitative approach by applying SEM (Structural Equation Model) analysis. The research sampling used a purposive sampling technique that obtained 156 samples from customers. The results of this research include: 1) CR value between Bank Commitment and Customer Satisfaction is 3.469; 2) the CR value between Bank Commitment and Customer Loyalty is 2017; 3) the CR value between Bank Communication and Customer Satisfaction is 3.318; 4) CR value between Bank Communication and Customer Loyalty is 2.494; 5) CR value between Handling Customer Complaint and Customer Satisfaction is 2.322; 6) CR value between Handling Customer Complaint and Customer Loyalty is 2.365; 7) CR value between Customer Satisfaction and Customer Loyalty is 2.414; 8) the estimate value of direct effect of Bank Commitment on Customer Loyalty is 0.193; 9) the estimate value of direct effect of Bank Communication on Customer Loyalty is 0.251; 10 the estimate value of direct effect of Handling Customer Complaint on Customer Loyalty is 0.224. The conclusion of this research is that all variables have significant effect.

INFLUENCES ON THE TRUST IN PREDICTION MARKETS

2012 ◽  
Vol 3 (2) ◽  
pp. 1-20
Author(s):  
Thomas Seemann ◽  
Albrecht Enders ◽  
Harald Hungenberg
Keyword(s):  
Empirical Study ◽  
Structural Equation Model ◽  
Prediction Accuracy ◽  
Structural Equation ◽  
Equation Model ◽  
Prediction Markets ◽  
Prediction Market ◽  
Experimental Prediction ◽  
Forecasting Method ◽  
High Prediction

  Prediction markets are an innovative forecasting method that has proven high prediction accuracy in many areas. The method is, however, far from being established since many organizations are still reluctant to use the method. In particular the trust in the forecast results is a key challenge that negatively impacts the adoption of the method. To get a better understanding of what drives trust in prediction markets we analyzed the perceptions of prediction market users. We identify factors that influence the trust and quantified them in an empirical study. The study is based on user surveys in six experimental prediction markets. The influencing factors were evaluated using a structural equation model. The results demonstrate that participants who are highly engaged and perceive trading in prediction market as exciting and entertaining also put a higher trust in the market results.   

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