The Effect Of Brand Image And E-Service Quality On Customer Loyality With Customer Satisfaction As A Mediation Variable (Study On Gopay E-Payment Users For Food And Beverages In Subang)

The rapid development of technology has triggered changes in the behavior and lifestyle of people who want something to be done instantly. This has an impact on the company because of the fierce competition and requires companies to develop strategies so that they can compete and survive by utilizing technological developments that occur, one of which is the electronic payment system.This research was conducted to determine the influence of Brand Image and E-Service Quality on customer loyality through customer satisfaction as mediation (case study of Gopay e-payment users for manakan payments and beverages by delivery). This study used a descriptive method with an explanatory survey. The data used were primary data obtained by distributing questionnaires online to 100 respondents with purposive sampling techniques, and secondary data from several books, research journals, and internet media.The results showed that perasially (t-test) the variables of Brand Image and E-Service Quality had a significant effect on customer satisfaction. Then the variables of Brand Image and E-Service Quality have a direct and significant effect on customer loyality. Based on the results of the path analysis, it shows that customer satisfaction variables can mediate Brand Image and E-Service Quality to customer loyality. Simultaneous results (test f) show that the variables of Brand Image and E-Service Quality have an indirect effect on customer loyality through customer satisfaction.Keywords: Brand Image, E-Service Quality, Customer Satisfaction, and Customer Loyality

The Connection between Customer Satisfaction and Loyalty in the Field of Commercial Banks.Part 1

In this study, I address the following questions that are becoming increasingly important to bank managers: How are the levels of customer satisfaction and loyality when chosen online service? What are the unique drivers of online customer satisfaction and dissatisfaction? How is the relationship between customer satisfaction and loyality in the online environment? I propose a conceptual framework, develop and test hypotheses about the drivers of customer satisfaction and loyality, the relationship between satisfaction and loyality especially dissatisfaction.

Integrated Model of Customers\u27 Satisfaction and Loyality: a Business Analysis of Banking Service

The purpose of this study is to determine the relationships of service quality, bank\u27s image, customer value and product quality with customer satisfaction and customer loyalty. Sample is the state-owned banks\u27 customers in four major cities in Indonesia. Data is analyzed by using the Structural Equation Modeling (SEM) method. Results lead to an integrated model of customers\u27 satisfaction and loyalty. In conclusion, customer value and quality of bank products do not significantly and directly affect customer loyalty, but do significantly affect customer loyalty mediated by customer satisfaction. Service quality and bank\u27s image directly and indirectly affects customers\u27 satisfaction and loyalty. Service quality and bank\u27s image have the strongest and most dominant effects on customer loyalty

The impact of questions rotation in response accuracy

Dissertação apresentada como requisito parcial para obtenção do grau de Mestre em Estatística e Gestão de InformaçãoIn market research, with regard to measuring customer satisfaction, it is necessary to translate clearly and concisely the respondent's perception in which concerns the different questions under consideration. Therefore, problems relating to the questions presented in questionnaires are quite frequent, both regarding to the characteristics of the question itself, like the type of scale to be used or the number of scale items, and the position of the question in the questionnaire like sequence of the questions or grouping questions. The main goal of studying the items rotation in the questionnaire is to understand behaviors that can reduce the response accuracy. In this study, it was used the effect of rotating questions in a questionnaire with view to conclude how this can or cannot influence the answers of the respondents. To perform this analysis it was used the survey “ECSI-Index National Customer Satisfaction” (area of telecommunications), which was divided into two blocks to check for differences in responses depending on the question’s rotation in the questionnaire. We conclude that there are no significant differences between the responses given in both circumstances: with item rotation and without rotation

An exploratory study of the relationship between store image, trust, satisfaction and loyalty in a franchise setting

This study aims to shed insight on how young shoppers, between theages of 21 and 35, perceive, and relate to, franchise and corporateownedstores in the supermarket industry. This is achieved by investigating the roles of store image, trust and satisfaction in predicting loyalty to a particular store type. By analysing empirical results, this study shows that compared to corporate-owned stores, consumers have an overall better perception of franchise stores, especially in terms of trust and customer satisfaction. Examining an integrative loyalty framework, the study shows diff erential eff ects in how Store Image elements infl uence customer Loyalty indirectlythrough satisfaction, and how Trust elements infl uence customer Loyalty indirectly through Satisfaction

Influence Preceived Customer Value and Customer Satisfaction Against Customer Loyality (Case Studies in the Tourism Industry Three Star Hotel in Jepara)

Marketing in the twenty-first century experienced remarkable changes, with the inclusion of progress in the fieldof global information technology through the internet media. In this era many products / services that arepresented through the media, so that the consumer or customer before making a purchase will create aperceived value that customers (CPV) (Kotler, 2009: 134) about the product / service to be bought. The conceptof value is one of the basic elements of the theory of marketing (American Marketing Association, 2006 in AlbertGraf 2008). Identify and create customer value - understood as value for customers - regarded as an importantprerequisite for the success of the company in the future. Creating a loyal customer is the core of every business,one of the things that affect customer loyalty is to create value (Kotler, 2009: 134), the only value that can becreated company is the value derived from the customer, a value that is owned company now and the time willcome. A business is successful if it managed to obtain, maintain and grow the customer. In addition, factors thataffect customer loyalty (CL) is customer satisfaction (CS). This research applies the theory of Customer preceivedvalue via internet before choosing and buying services and hospitality and customer satisfaction after enjoyingthe hospitality of customer loyalty services at the three star hotel in Jepara. The purpose of this study was to testthe direct influence preceived Customer Value and Customer satisfaction to customer satisfaction on customersthree-star hotel in Jepara. Keywords: Customer preceived value, customer satisfaction, customer loyalty

Analyzing e-Service Quality and e-Satisfaction Effects on Customer Loyalty at An Indonesian Digital Marketplace

Indonesia is listed as one of the countries with the most population in the world as well as one of the countries with the most internet users. With this fact, Indonesia is one of the largest potential markets in the digital trade sector. Many Indonesian people use the internet and marketplace platforms to shop and fulfill their daily needs. Indonesia is also the base of operations for several marketplace platforms with significant transaction values, one of which is Tokopedia. Tokopedia is one of the Indonesian marketplace platforms that consistently ranks in the top 3 for the category of online buying and selling sites that people are interested in. Some studies have stated that the quality of business services affects customer satisfaction and loyalty. This quality is one of the indicators that determine customer satisfaction with the company's products and services. This study analyzes the influence of the dimensions of electronic service quality and the aspects of customer satisfaction on customer loyalty in the Tokopedia marketplace. It analyzes the effect of the dimensions in the ES-Qual model on overall ES-Qual, e-satisfaction, and e-loyalty on consumers. The data obtained were analyzed using the variant-based Partial Least Square Structural Equation Model (PLS-SEM) equation model which can simultaneously test the measurement model, as well as the structural model. The results also show that online service quality and overall service quality affect online user satisfaction and online user loyalty