Effect of Promotion and Ease of Use on Customer Satisfaction and Loyalty on OVO Application Users

The development of a business that is currently globally quite rapid happening, this is related to the development of increasingly advanced technology, especially those based on the internet. Technological developments in Indonesia have also increased rapidly, one of which is changing daily activities is the payment system, where the circulation of cash is not as much as before. Non-cash payments are currently widely used by the public to transact, from debit card debit, e-money credit cards, and payment by applications through smartphones. With the emerging payment trend like that, many big companies are competing to create the same system, for example the largest network company in Indonesia, Telkomsel with its T-Cash, gojek by creating its Gopay and also recently emerged. with a promotional offer that interets Indonesian consumers is OVO. The purpose of this study was to analyze the effect of promotion and ease of use on customer satisfaction and loyalty. This type of research is quantitative. The study population was 100 respondents who used the OVO application in Surabaya. The analysis technique used is Partial Least Square (PLS). Data obtained from questionnaires and tested with the SmartPLS 3.0 application. The results of this study indicate that promotion and ease of use have a significant effect on customer satisfaction and customer loyalty. And customer satisfaction has a positive and significant impact on customer loyalty.

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The Influence of Product, Restaurant Atmosphere, Customer Value, and Customer Loyalty through Customer Statisfacation as Mediation (Case study on Choie Dimsum Surabaya)

Quantitative Economics and Management Studies ◽

10.35877/454ri.qems321 ◽

2021 ◽

Vol 2 (4) ◽

pp. 244-250

Author(s):

Romadini Antikasari ◽

Agus Baktiono ◽

I Gede Arimbawa ◽

Elok Damayanti

Keyword(s):

Customer Satisfaction ◽

Product Quality ◽

Customer Loyalty ◽

Significant Influence ◽

Customer Value ◽

Partial Least Square ◽

Least Square ◽

Analysis Technique

The purpose of this study was to analyze the effect of product quality, restaurant atmosphere, and customer value on customer satisfaction and customer loyalty. This type of research is quantitative. The population of this study were 95 respondents who bought at Surabaya Choie Dimsum. The analysis technique used is Partial Least Square (PLS). Data was obtained from questionnaires and tested with the SmartPLS 3.0 application. The results of this study indicate that product quality, restaurant atmosphere, and customer value have a positive and significant influence on customer satisfaction and customer loyalty. And customer satisfaction has a positive and significant influence on customer loyalty.

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THE EFFECT OF RELATIONSHIP MARKETING IN INDONESIAN COSMETICS MARKET

Humanities & Social Sciences Reviews ◽

10.18510/hssr.2019.7667 ◽

2019 ◽

Vol 7 (6) ◽

pp. 416-424

Author(s):

Sevenpri Candra ◽

Fanny Peolana

Keyword(s):

Customer Satisfaction ◽

Relationship Marketing ◽

Customer Loyalty ◽

Indirect Effect ◽

Corporate Image ◽

Partial Least Square ◽

Least Square ◽

Teachers And Students ◽

Corporate Images ◽

Customer Satisfaction And Loyalty

Purpose: The success of a business distributor is closely associated with its customers, so that customer satisfaction and loyalty should be maintained well. This research aims to clarify whether there’s a significant effect between relationship marketing and corporate image on customer satisfaction and its impact on customer loyalty in the Cosmetics Company. Methodology: This research is a quantitative, design with an associative descriptive study, to provide an overview of the effect between variables to be studied to test the hypothesis that has been established through a questionnaire survey. The population in this study is 54 retailer customers from Cosmetics Industry. The collected data were processed using the method of Partial Least Square (PLS) using software Warp PLS 5.0. Result: Results showed that there is a significant effect between relationship marketing on customer satisfaction, and between customer satisfactions on customer loyalty. But there is no significant effect of corporate image on customer satisfaction. Furthermore, there is a significant indirect effect between relationship marketing on customer loyalty through customer satisfaction. However, there is no significant indirect effect between corporate images on customer loyalty through customer satisfaction. Applications: This research can be used for universities, teachers, and students. Novelty/Originality: In this research, the model of the -- is presented in a comprehensive and complete manner.

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Pengaruh Kualitas Pelayanan Islami Terhadap Kepuasan dan Loyalitas Nasabah Bank BRI Syariah Surabaya

Jurnal Ekonomi Syariah Teori dan Terapan ◽

10.20473/vol1iss20149pp622-635 ◽

2015 ◽

Vol 1 (9) ◽

pp. 622

Author(s):

Rizky Pratama Putra ◽

Sri Herianingrum

Keyword(s):

Customer Satisfaction ◽

Service Quality ◽

Customer Loyalty ◽

Sampling Technique ◽

Partial Least Square ◽

Least Square ◽

Religious Knowledge ◽

Loyal Customer ◽

Customer Satisfaction And Loyalty

This study aims to determine the influence of the Islamic service quality on customer satisfaction and loyalty switching intentions moderated by religious knowledge level in in Customer of BRISyariah Bank in Surabaya.The research method used is quantitative approach. This research use a total of 96 customers of BRISyariah Surabaya. Customer characteristics used are Moslem, registered as a funding or deposit customer for at least a year. The sampling technique is purposive sampling. This research uses a method PLS (Partial Least Square).The results showed that Islamic service quality has a positive and significant impact on customer satisfaction. Other results showed that customer satisfaction has significant impact to customer loyalty and Islamic service quality has significant effect on customer loyalty. This results in accordance with the theory of Othman and Owen that CARTER could be used to measure the quality of service on Islamic Banking. Suggestion for the BRISyariah Bank in Surabaya should maintain and improve its service quality in order to improve satisfaction and form a loyal customer. For further research, can be done by adding another variable which affect customer satisfaction and loyalty.

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Effect of Service Quality on Customer Satisfaction, Customer Delight and Customer Loyalty (Study on LPD Desa Adat Sembung and LPD Desa Adat Seseh)

International Journal of Contemporary Research and Review ◽

10.15520/ijcrr/2018/9/03/483 ◽

2018 ◽

Vol 9 (03) ◽

pp. 20660-20668

Author(s):

Ni Luh Desiyanti ◽

I Nengah Sudja ◽

Luh Kadek Budi Martini

Keyword(s):

Customer Satisfaction ◽

Service Quality ◽

Customer Loyalty ◽

Structural Equation ◽

Research Result ◽

Partial Least Square ◽

Least Square ◽

Equation Modeling ◽

Analysis Technique ◽

Customer Delight

LPD Desa Adat Sembung and LPD Desa Adat Seseh are LPDs that are categorized as healthy but in the last 3 years the number of savings customers increased but the growth of savings funds decreased. There is a decrease in the number of savings that occur each year in LPD Desa Adat Sembung and LPD Desa Adat Seseh. This study to confirm the relation of Service quality to Customer Satisfaction, Customer Delight and Loyalty of Customers of LPD Desa Adat Sembung and LPD Desa Adat Seseh. The population in this research is all customer of LPD Sembung and Seseh Adat Customers who become customer from LPD stand up until 2015 with total population amounted to 2301 customers. Sampling used Slovin formula, which amounted to 95 customers. The analysis technique used in this research is structural equation modeling (SEM) based on variance or component based SEM, known as Partial Least Square (PLS). From the research result, it is found that service quality have positive and significant effect to customer satisfaction and customer delight, service quality has no significant effect to customer loyalty, but service quality will influence customer loyalty through customer satisfaction mediation and customer delight, customer satisfaction and customer delight have positive effect significant to customer loyalty.

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Faktor Yang Mempengaruhi Kepuasan dan Loyalitas Pengguna E-Channel pada Nasabah BSI KCP Ponorogo

Etihad: Journal of Islamic Banking and Finance ◽

10.21154/etihad.v1i2.3527 ◽

2021 ◽

Vol 1 (2) ◽

pp. 146-157

Author(s):

Maulida Nurhidayati ◽

Novi Kurnia Cahyani

Keyword(s):

Quality Of Service ◽

Customer Satisfaction ◽

Customer Loyalty ◽

Partial Least Square ◽

Least Square ◽

Electronic Channel ◽

Electronic Channels ◽

Pls Method ◽

Customer Satisfaction And Loyalty

Technology that is growing rapidly penetrates all fields, including banking. Banking began to penetrate technology with the innovation of electronic channels or e-channels. Bank Syariah Indonesia KCP Ponorogo always strives to improve the ease and quality of service provided to increase customer satisfaction and loyalty. The results of interviews with customers showed that there are still customers who feel dissatisfied with e-channel provided by BSI and services that are still considered less than optimal which resulted in customers becoming dissatisfied and disloyal to BSI. This research aims to analyze the effect of ease and quality of service on customer satisfaction and loyalty and whether satisfaction can mediate the influence of ease and quality of service on customer loyalty. This research is a quantitative study with samples are BSI customers of e-channel users as many as 100 customers with sampling techniques are Incidental sampling. The data is collected by distributing questionnaires to a sample of 100 customers. The data is analyzed by the partial least square (PLS) method. The results showed that ease and quality of service affect customer satisfaction, ease has no effect on customer loyalty but the quality of service and customer satisfaction affect customer loyalty, In addition, customer satisfaction can mediate the influence of ease on customer loyalty and can mediate the influence of quality of service on customer loyalty. Based on these results, BSI can start improving the quality of existing services so that customer satisfaction and loyalty increase. In addition, there needs to be an easy guide to be followed by customers so that customers become active in using the e-channel facilities provided.Teknologi yang berkembang dengan pesat merambah semua bidang tidak terkecuali perbankan. Perbankan mulai merambah teknologi dengan adanya inovasi yaitu adanya electronic channel atau e-channel. Bank Syariah Indonesia KCP Ponorogo senantiasa berusaha meningkatkan kemudahan dan kualitas pelayanan yang diberikan untuk meningkatkan kepuasan dan loyalitas nasabah. Hasil wawancara dengan nasabah menunjukkan bahwa masih adanya nasabah yang merasa tidak puas dengan e-channel yang disediakan oleh BSI serta pelayanan yang masih dianggap kurang optimal hingga mengakibatkan nasabah menjadi tidak puas dan tidak loyal pada BSI. Penelitian ini bertujuan untuk menganalisis pengaruh kemudahan dan kualitas pelayanan terhadap kepuasan dan loyalitas nasabah serta apakah kepuasan mampu memediasi pengaruh kemudahan dan kualitas pelayanan terhadap loyalitas nasabah. Penelitian ini merupakan penelitian kuantitatif dengan sampel nasabah BSI pengguna e-channel sebanyak 100 nasabah dengan teknik pengambilam sampel Insidental sampling. Data dikumpulkan dengan menyebarkan angket kepada sampel 100 nasabah. Data dianalisis dengan metode partial least square (PLS). Hasil penelitian menunjukkan bahwa kemudahan dan kualitas pelayanan berpengaruh pada kepuasan nasabah, kemudahan tidak berpengaruh pada loyalitas nasabah akan tetapi kualitas pelayanan dan kepuasan nasabah berpengaruh pada loyalitas nasabah, Selain itu, kepuasan nasabah mampu memediasi pengaruh kemudahan terhadap loyalitas nasabah serta mampu memediasi pengaruh kualitas pelayanan terhadap loyalitas nasabah. Berdasarkan hasil ini pihak BSI dapat mulai meningkatkan kualitas pelayanan yang telah ada agar kepuasan dan loyalitas nasabah semakin meningkat. Selain itu perlu adanya panduan yang mudah untuk diikuti oleh nasabah agar nasabah menjadi aktif dalam menggunakan fasilitas e-channel yang disediakan.

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An investigation of online food aggregator (OFA) service: Do online and offline service quality distinct?

Serbian Journal of Management ◽

10.5937/sjm15-24761 ◽

2020 ◽

Vol 15 (2) ◽

pp. 277-294

Author(s):

Yusra Yusra ◽

Caraka Eko ◽

Arawati Agus ◽

Mohd Azmi ◽

Gio Ugiana ◽

...

Keyword(s):

Customer Satisfaction ◽

Service Quality ◽

Customer Loyalty ◽

Service Provider ◽

Sharing Economy ◽

Partial Least Square ◽

Least Square ◽

Path Modeling ◽

Customer Satisfaction And Loyalty

As the sharing economy has emerged, the way customer perceives the service is shifting toward a combination of offline and online. The need for the service provider to understand its nature as well as the pertinent aspects regarding its characteristics is crucial. Previous research validated the influence of perceived online and offline service quality toward customer satisfaction and loyalty. However, with the distinctive dimensions of OFA service quality, its effects on customer satisfaction and the role of social innovativeness in satisfaction and loyalty linkage remain unexplored. Hence, this study attempts to investigate these relationships using the data obtained from customers of any OFA in Malaysia. Purposive sampling was employed and 227 collected responses were analyzed using variance-based partial least square path modeling. The results confirm the direct effect of online and offline service quality on customer loyalty and full mediation role of customer satisfaction. Besides, social innovativeness is found negatively moderates customer satisfaction and loyalty relationship. Implications and contributions of the study are also discussed.

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Pengaruh E-Service Quality, Kualitas Informasi dan Perceived Value terhadap Loyalitas Pelanggan melalui Kepuasan Pelanggan Grabbike

Journal of Business and Banking ◽

10.14414/jbb.v10i2.2379 ◽

2021 ◽

Vol 10 (2) ◽

pp. 325

Author(s):

Punang Biru Vicramaditya

Keyword(s):

Customer Satisfaction ◽

Service Quality ◽

Customer Loyalty ◽

Information Quality ◽

Perceived Value ◽

Partial Least Square ◽

Least Square ◽

Quality Information ◽

Analysis Technique ◽

Pls Analysis

This study aims to determine the effect of e-service quality, information quality and perceived value on GrabBike customer loyalty through customer satisfaction. The number of respondents used in this study was 154 respondents, all respondents were users of the GrabBike service on the Grab application issued by the company PT Grab Indonesia. The instrument used in this study was a questionnaire instrument. The data from filling out the questionnaire were then analyzed using the Partial Least Square (PLS) analysis technique with the help of the SmartPLs program.Based on the results of this study, it was found that e-service quality and perceived value had a positive and significant effect on customer satisfaction and customer loyalty, while information quality had a positive and significant effect on customer satisfaction but not positive and significant on customer loyalty. The results of the indirect effect test show that e-service quality, information quality and perceived value have a positive and significant effect on customer loyalty through customer satisfaction.Keywords: e-service quality, information quality, perceived value, Partial Least Square

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A Consuequence of Statisfaction and Loyalty: How Brand nd Purchase Intention Affect Its (An empirical study of Bengkulu)

JURNAL MANAJEMEN BISNIS ◽

10.33096/jmb.v7i2.551 ◽

2020 ◽

Vol 7 (2) ◽

pp. 61-70

Author(s):

Fachri Eka Saputra ◽

Fedyah Anggriani

Keyword(s):

Customer Satisfaction ◽

Customer Loyalty ◽

Purchase Intention ◽

Partial Least Square ◽

Least Square ◽

Primary Data ◽

Price Fairness ◽

Online Questionnaire ◽

Positive Effect ◽

Descriptive Method

The purpose of this study as to determine how the effect of waterpark image and price fairness on customer satisfaction and its implications for customer loyalty at Waterpark Wahana Surya Bengkulu. The measurement of this study uses 14 indicator items which are distributed using an online questionnaire. The number of samples in this study were 136 respondents and the data were analyzed using SEM PLS (Partial Least Square). Date were collected using a questionnaire using a Likert scale. This research used descriptive method with a quantitative approach. The type of data used in this study is primary data. The results of this study prove that 1. waterpark image has a positive effect on price fairness, 2. Waterpark image has a positive effect on customer satisfaction, 3. Fairness of price has a positive effect on customer satisfaction, 4. Waterpark image has a positive effect on customer loyalty, 5. Fairness of price has a positive effect on customer loyalty, 6. Customer satisfaction has no effect on customer loyalty.

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Customer satisfaction with sommelier services of upscale Chinese restaurants in Hong Kong

International Journal of Wine Business Research ◽

10.1108/ijwbr-10-2018-0060 ◽

2019 ◽

Vol 31 (4) ◽

pp. 532-554 ◽

Cited By ~ 2

Author(s):

Tommy Lau ◽

Man Lai Cheung ◽

Guilherme D. Pires ◽

Carol Chan

Keyword(s):

Hong Kong ◽

Customer Satisfaction ◽

Service Quality ◽

Customer Loyalty ◽

Positive Impact ◽

Partial Least Square ◽

Least Square ◽

Survey Method ◽

Content Type ◽

The Impact

Purpose The abolishment of the wine tax in Hong Kong has led to increased wine consumption and increased demand for wine-related professionals, such as sommeliers. Yet the importance of sommeliers’ value-adding performance in the context of upscale Chinese restaurants has not been examined. To address this gap, the SERVQUAL framework is adopted to examine the influence of sommeliers’ service quality (SQ) on customer satisfaction (CS) and loyalty in the context of upscale Chinese restaurants in Hong Kong. Design/methodology/approach The survey method is used to collect data from 302 units of the population of interest, partial least square-structural equation modelling (PLS-SEM) is used to test the links between constructs. Findings Four of the seven dimensions of sommeliers’ service quality, namely, empathy, tangibles, credibility and assurance, have a significant positive impact on customer satisfaction and customer loyalty, whereas the impact of perceived value and responsiveness on customer satisfaction and customer loyalty is positive but only marginally significant. Reliability has a weak and non-significant impact on customer satisfaction and customer loyalty. Research limitations/implications Examining a small number of upscale Chinese restaurants in Hong Kong limits generalisation of the findings to other contexts. Replication of the research in different contexts will enhance generalizability. In terms of implications, the discussion highlights the importance of sommeliers’ service performance on customers’ SQ perceptions SQ, CS and loyalty, all of which are important variables for restaurateurs. Originality/value To the best of the authors’ knowledge, this is the first study of the influence of the quality of sommelier’s SQ on CS and loyalty in upscale Chinese restaurants in Hong Kong. Given the lack of attention to this service role in the literature, the study contributes theory from which further understanding can develop.

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