Mediation Of Customer Satisfaction Research Articles

Measuring Customers Loyalty Through Satisfaction In E-Commerce: An Empirical Study On Tokopedia

This study aims to empirically examine the impact of e-service quality, e-commerce innovation, utilitarian value, and hedonic value on customer loyalty, with customer satisfaction as a mediating variable at Tokopedia. The research population consists of Tokopedia users in Jakarta. The sample for this study includes 252 participants selected through screening questions and collected online via Google Forms using judgmental sampling. The data is processed using Partial Least Squares Structural Equation Modeling (PLS-SEM). The results indicate a positive and significant influence of e-service quality, e-commerce innovation, utilitarian value, and hedonic value on customer loyalty, both directly and indirectly, through the mediation of customer satisfaction.

Mediation of customer satisfaction: E-service quality, brand trust, and reuse intention

The purpose of this study is to explain the role of customer satisfaction in mediating e-service quality and brand trust on reuse intention in the Traveloka application. The theories used are the Techlonogy Acceptance Model (TAM) and Expectancy Disconfirmation Theory (EDT). This research is a type of quantitative research that is associative in nature. The population in this study are all Traveloka application users who have transacted at least three (3) times in one year. The sampling technique used purposive sampling with a total sample member of 205 respondents. Respondent data collection was carried out by distributing questionnaires. The data analysis technique in this study used PLS-based SEM. The results showed that all variables had a positive and significant effect. Customer satisfaction acts as a partial mediation in mediating the effect of e-service quality and brand trust on reuse intention on the Traveloka application. The results of this study can provide an empirical contribution about the relationship between the variables of e-service quality, brand trust, customer satisfaction, and reuse intention for the development of the Technology Acceptance Model (TAM) and Expectancy Disconfirmation Theory (EDT). Traveloka management can implement a marketing strategy that emphasizes service quality and information accuracy to increase customer intention to reuse the Traveloka application.

Pengaruh Harga Dan Kualitas Pelayanan Terhadap Kepuasan Pelanggan Dan Dampaknya Terhadap Citra PT. Sucofindo

The high level of competition and the increasingly advanced era requires companies to be more innovative in adapting to changes that have occurred. The ups and downs of the company often occur along with changes in environmental conditions around it. In addition, the influence of government regulations can also affect the dynamics of competition in these sectors. With the implementation of good service quality, it is hoped that customer satisfaction will be achieved which will certainly have an impact on the development of PT Sucofindo in the future. The objectives of this study are: (1) To determine the effect of price on customer satisfaction in using PT Sucofindo's services. (2) To determine the effect of service quality on customer satisfaction in using PT Sucofindo's services. (3) To determine the effect of price on the brand image of PT Sucofindo's services. (4) To determine the effect of service quality on the brand image of PT Sucofindo. (5) To determine the effect of customer satisfaction on the brand image of PT Sucofindo. (6) To determine the mediation of customer satisfaction on the effect of price on the brand image of PT Sucofindo. (7) To determine the mediation of customer satisfaction on the effect of service quality on the brand image of PT Sucofindo. In this study, data processing and analysis used the Partial Least Square (PLS) approach. PLS is a Structural Equation Modeling (SEM) model based on components or variants. While PLS is more of a predictive model. Data analysis in this study is Outer Model Analysis, Inner Model, and Hypothesis Testing. Based on the results of the analysis, it shows that: (1) Price does not affect Customer Satisfaction; (2) Service Quality affects Customer Satisfaction; (3) Price affects Brand Image; (4) Service Quality affects Brand Image; (5) Customer Satisfaction affects Brand Image; (6) Mediating customer satisfaction on the influence of price on brand image has no effect; and (7) Mediating customer satisfaction on the influence of price on brand image has an effect. It can be concluded that the variables of Service Quality and Customer Satisfaction affect the brand image of PT. Sucofindo.

Exploring Value-oriented Storytelling Influences Traveler Loyalty Through Satisfaction and Image

This study explores the impact of Value-oriented Storytelling on Tourist Loyalty, with the mediation of Customer Satisfaction and Destination Image, using a sample of 196 tourists who visited the "Diamond Triangle" in North Konawe Regency. The results show that Customer Satisfaction, Destination Image, and Value-oriented Storytelling have a significant influence on Tourist Loyalty. Customer Satisfaction has a direct impact on loyalty, while Destination Image plays a role in enhancing both satisfaction and tourist loyalty. Value-oriented Storytelling significantly strengthens Destination Image, which in turn increases Customer Satisfaction and drives Tourist Loyalty. Additionally, it was found that Value-oriented Storytelling also has an indirect effect on Tourist Loyalty through Destination Image and Customer Satisfaction, highlighting the importance of storytelling in destination marketing strategies. The limitations of this study include its specific focus on North Konawe and its short-term perspective. Future research is recommended to expand the sample size and use a longitudinal approach to explore the long-term impact of Value-oriented Storytelling on Tourist Loyalty

Service Quality on Customer Loyalty: Mediation of Customer Satisfaction

Service Quality on Customer Loyalty: Mediation of Customer Satisfaction

The Influence of User Experience and E-Service Quality on Customer Loyalty Through Customer Satisfaction Mediation (Study on Mobile Coffee Shop Applications in Indonesia)

Purpose-This study aims to examine the influence of user experience and e-service quality on customer loyalty with customer satisfaction as a mediator in mobile coffee shop applications in Indonesia.Design/methodology/approach -This research is a quantitative research which uses a survey methodology with SEM-PLS analysis. This study involved 270 respondents who are active users of various mobile coffee shop applications.Findings-The results indicated that user experience significantly affects e-service quality and directly impacts customer satisfaction. Although e-service quality did not show a positive effect on customer loyalty, the study found no significant evidence that e-service quality directly impacts customer satisfaction. However, customer satisfaction significantly mediates the relationship between user experience and customer loyalty. Additionally, age serves as a moderating variable in the relationship between customer satisfaction and customer loyalty. These findings underscore the importance of enhancing user experience and suggest that improving electronic service quality may not be sufficient without directly increasing customer satisfaction to build customer loyalty.Originality/value-This study used age as a moderating variable, and combined it with UX and customer satisfaction model.

The Influence Of Service Quality And Price Perceptions On Customer Loyalty And Customer Satisfaction As Intervening Variables

This study aims to determine whether: 1) to determine the effect of service quality on JNE customer satisfaction, 2) to determine the effect of perceived price on customer satisfaction in JNE, 3) to determine the effect of service quality on customer loyalty in JNE , 4) to determine the effect Price perceptions on customer loyalty at JNE, 5) to determine the effect of customer satisfaction on customer loyalty at JNE, 6) to determine the effect of service quality on customer loyalty with customer satisfaction as the intervening variable, 7) to determine the effect of price perceptions on customer loyalty and customer satisfaction as an intervening variable. This type of research is quantitative. The population in this research is all customers who have used the delivery service of PT Tiki Jalan Nugraha Ekakurir (JNE), with a sample of 200 respondents. The sampling procedure used in this study was non-probability with a purposive sampling technique which is a sampling technique based on the evaluation of the respondent's knowledge regarding the object of research by the researcher. The data collection technique in this study was a questionnaire. The method used in this research is Structural Equation Modeling which is processed using the AMOS 23 program. The research results are 1) Service quality has a positive and significant effect on customer satisfaction, 2) Price perception has a positive and significant effect on customer satisfaction, 3) Service quality has a positive and significant effect on customer loyalty, 4) Price perception has a negative and insignificant effect on customer loyalty satisfaction, 5) customer satisfaction has a positive and significant effect on customer loyalty, 6) service quality has a positive and significant effect on customer loyalty not mediated by customer satisfaction and 7) price perception has a negative and insignificant effect on customer loyalty through mediation of customer satisfaction. Keywords: Service Quality, Perceived Price, Customer Satisfaction and Customer Loyalty

The Influence of Product Price and Quality on Customer Repurchase Intentions Through Customer Satisfaction Mediation

This research was conducted with the aim of knowing the influence of prices and products on PT. XYZ Forwarding Indonesia on Repurchase Intention with customer satisfaction as an intervening variable. This affects business competition conditions in the Freight Forwarding industry. Currently, many Freight Forwarding companies have just been established and dare to provide the best offers to attract their customers. The type of research used is quantitative research using a questionnaire as a data collection instrument. The population in this study was PT service users. XYZ Forwarding Indonesia, the sample used was 154 people who had used the service at least twice. The sampling technique used is Probability Sampling. Data analysis technique through SEM-PLS measurements with the help of Smart PLS 4.0.5.9. Software. Based on the results of SEM analysis, the results show that price has a positive effect on customer satisfaction. On the other hand, price has a negative effect on repurchase intention. Then the product is stated to have a positive effect on customer satisfaction and the product also has a positive effect on repurchase interest. Customer satisfaction has a positive effect on repurchase interest. Furthermore, products do not have a direct influence on repurchase interest but are mediated through customer satisfaction. Price also does not have a direct influence on repurchase interest and is mediated through customer satisfaction. So from a Freight Forwarding perspective, companies must pay attention to price in each sale to be able to fulfill customers' desires and make repeat purchases.

The Influence of Service Quality on Customer Loyalty through Customer Satisfaction Mediation

One of the causes of the decline in sales at CitraLand Palu was the earthquake and tsunami of 2018 and the COVID-19 pandemic of 2019. One way to overcome this problem is to provide better quality services. In the context of the housing industry, previous research has been limited to studying the impact of service quality and customer satisfaction on loyalty. In research with campus and bank objects, different research results showed that service quality did not have a significant effect on satisfaction and loyalty. The relationship between existing variables shows that the influence of service quality on customer loyalty is tentatively unlimited, and there are still differences in research results. It needs to be tested in further research and is a gap for research in the context of housing objects. This research examines the influence of service quality in residential facilities on customer satisfaction. This study also examines customer satisfaction as a mediating factor in creating customer loyalty. Based on the type of data obtained, the author uses quantitative methods; a questionnaire is used as a tool for data collection. Data analysis in research uses path analysis, assisted by SPSS software.

Konstruk Loyalitas Konsumen Mobil Merek Hyundai Ditinjau Dari Aspek-Aspek Yang Menyertainya

The Hyundai car brand has the most enormous average sales growth from 2019-2022 compared to all car brands in Indonesia, even though the car brand is not from Japan. Based on these exciting facts, this study aims to understand, know more deeply, and analyze the effect of product quality and service quality on customer satisfaction and their impact on the consumer loyalty of the owner of the Hyundai car brand. The sample in this study was determined as many as 95 respondents using the purposive sampling method with the criteria of being an owner of a Hyundai brand car located in Jakarta, the data obtained from the respondents was collected using a questionnaire distributed via a google form. The analysis technique used in this study is descriptive analysis technique and inferential analysis using SmartPLS 4. The results of hypothesis testing are as follows: (1) product quality has a positive and significant effect on customer satisfaction, (2) service quality has a positive and significant effect on customer satisfaction, (3) product quality has a positive and significant effect on customer loyalty, (4) service quality has a positive and significant effect on customer loyalty, (5) customer satisfaction has a positive and significant effect on customer loyalty, (6) product quality through satisfaction mediation customers have a positive and significant effect on customer loyalty, (7) service quality through the mediation of customer satisfaction has a positive and significant effect on customer loyalty.

Customer Engagement and the Corporate Sustainability Reputation of UNIQLO Impact Consumer’s Purchase Intention as Mediated by Customer Satisfaction

The ongoing debate on “fast fashion” and environmental impact has created a great divide amongst fashion industry players as well as consumers. The two sides of the narrative posits the upsides to retail manufacturing and consumer accessibility, whereas the other offers responsible consumption with long-term impact. Where fast fashion is defined as clothing manufactured at a rapid production cycle—from design to retail—-for the purpose of creating or leveraging trends. This innovation in the supply chain has enabled clothing companies to introduce capsule collections over a two-week period. The United Nations Environment Programme (2019) published an article citing the fashion industry as responsible for two to eight percent of global carbon emissions, and with implications expanding to a social context. With cognizance of the United Nation’s Sustainable Development Goal (UN SDG) 12, the conversation leads to a study on sustainable consumption and production patterns. One such company now participating in this conversation is UNIQLO. Considered among global players in the fast fashion sector, the company has decided to consciously depart from this approach towards a more sustainable model. This study focused on an investigation of the customer engagement and the corporate sustainability reputation of UNIQLO consumers as mediated by customer satisfaction. The main concepts include two independent variables of customer engagement, the dependent variable of purchase intention, and the mediator of customer satisfaction. The researchers intend to take a quantitative approach via survey questionnaire, adapting items from measurements scales in previous studies. A total of 449 responses will be obtained from students from Metro Manila, Philippines. The data obtained will undergo statistical tests, including Cronbach’s alpha, Pearson’s correlation, simple linear regression, multiple linear regression, and mediation analysis. The results highlighted, firstly, that the variables of customer engagement, corporate sustainability reputation, and customer satisfaction significantly correlate and impact purchase intention. Secondly, it indicated that customer engagement and corporate sustainability reputation can substantially influence purchase intention. And, thirdly, the observation on customer satisfaction partially mediating the relationship between customer engagement and corporate sustainability reputation on purchase intention. As we accelerate towards the United Nation’s call to action on the SDGs come 2030, this study may bear significance to fashion industry practitioners, consumers, the Academe, on legislation, and the UN Alliance for Sustainable Fashion towards shifting the narrative on the fashion sector.

Between International Coffee Chain and Indonesia Local Coffee Chain: the Differences on Driving Factors for Customer Satisfaction and Loyalty

The aim of this research is to identify factors that influence customer loyalty, including service quality, product quality, software quality, price fairness, atmosphere, and brand image with the mediation of customer satisfaction between customers of international coffee chains in Indonesia and Indonesian local coffee chains. The research was conducted on Starbucks Indonesia and Kopi Kenangan customers with a total of 448 respondents. Multigroup Analysis and Partial Least Square Structural Equation Modeling (PLS-SEM) are used to test validity, reliability and variable testing. The test results show that each coffee shop has several differences in the factors that influence customer satisfaction and loyalty, but store atmosphere is found to be the main driving factor that can influence customer satisfaction and loyalty in international coffee chains or Indonesian local coffee chains. This research is the first study to integrate service quality, product quality, software quality, price fairness, atmosphere, brand image, customer satisfaction and customer loyalty by comparing international coffee chains and Indonesian local coffee chains.

The Effect of Product Quality and Price on Customer Loyalty Through Customer Satisfaction at Uniqlo Surabaya

Increasingly fierce competition in the fashion industry resulted in apparel/retail companies having to maintain their customers’ loyalty. This study aims to examine and provide an in depth description of the formation of customer loyalty (Y) in terms of product quality (X1) and price (X2) mediated by customer satisfaction (Z). Research data was obtained by distributing Google Form questionnaires using a purposive sampling method to 140 customers who had purchased products of UNIQLO in Surabaya for more than 2 times. Data was analyzed using the StructuralEquation Model – Partial Least Square (SEM-PLS) analysis technique with the SmartPLS version 3.2.9 software. The results of this study indicate that each product quality and price has a positive effect on customer satisfaction, customer satisfaction has a positive effect on customer loyalty, and product quality and price has a positive effect on customer loyalty, either directly or indirectly through the mediation relationship of customer satisfaction. Furthermore, this study also found that the effect of product quality on customer loyalty is on a similar level with the effect of price on customer loyalty. However, price’s effect on customer loyalty decreased with the mediation ofcustomer satisfaction.

The Mediating Role Of Customer Satisfaction On The Influence Of Service Quality And Relationship Marketing On Customer Loyalty

The aim of this research is to find out how customer satisfaction mediation impacts service quality and marketing relationships on customer loyalty at BMT Maslahah Wagir Branch, Malang Regency. This study uses quantitative methods. This research involved customers of BMT Maslahah Wagir Branch. Simple random sampling was used to take samples. This research involved 170 people who answered. This data from this research was analyzed using the SmartPLS application with analysis (Partial Least Square). The results of this research show that customer loyalty is directly influenced by the quality of service provided. Unlike relationship marketing which does not directly influence customer loyalty, customer satisfaction influences customer loyalty directly. The mediating role of customer satisfaction shows that service quality and relationship marketing can control the influence of customer satisfaction on customer loyalty

Pengaruh Price dan Experiential Marketing Terhadap Revisit Intention Melalui Customer Satisfaction Sebagai Variabel Intervening Pada Customer Puninoth Studio Self Photo Studio Semarang

This study aims to investigate the effect of price and experiential marketing on revisit intention through customer satisfaction as an intervening variable in Puninoth Studio Self Photo Studio Semarang. The research method used in this study is quantitative method. The population in this study is visitors to Puninoth Studio Semarang and the sample that has been determined in this study is 138 customers. This study used SmartPLS software to answer the main facts with data collection carried out through surveys by distributing questionnaires. The results of the research hypothesis test show that Price and Experiential Marketing have a positive and significant effect on Customer Satisfaction. Customer Satisfaction has a positive and significant effect on Revisit Intention. Price and Experiential Marketing do not affect Revisit Intention but Price and Experiential Marketing affect Revisit Intention through Customer Satisfaction mediation. The results of this study are expected to provide a better understanding of the factors that influence customers' revisit intentions in the photography industry and at the same time provide guidance for Puninoth Studio to improve their marketing strategies. The findings from this study can be a significant contribution in the context of business development in the photography industry.

The Elucidating of Customer Value and Customer Loyalty for Halal Cosmetic: The Empirical Evidence of Indonesian Female

This research aims to explore the interplay among various variables and assess the degree of direct and indirect connections between customer value components concerning social and functional values, influencing customer loyalty through the mediation of customer satisfaction among consumers of halal cosmetics and facial care products. The study focused on a population of consumers who have used these products at least fewer than five times a year, with a sample size of 104 respondents selected via purposive sampling. Employing quantitative analysis methods, the research sought to validate theoretical constructs. Data analysis was performed utilizing Partial Least Square (PLS) facilitated by SMARTPLS Software. The analysis primarily assessed validity and reliability while employing structural equation modeling to examine relationships between variables. The study's analysis distinctly illustrates the relationships between the researched variables. Findings from direct testing reveal substantial and acceptable impacts of both social and functional values on customer loyalty and satisfaction. Additionally, the indirect testing demonstrates the acceptability of the effect of functional value on customer loyalty mediated by customer satisfaction.

The Effect of Perceived Ease of Use, Perceived Usefulness, and Social Media Marketing Toward Repurchase Intention Tokopedia Indonesian Consumer Through Customer Satisfaction

Currently, the development of e-commerce in Indonesia is experiencing the second fastest growth after Vietnam and is projected to continue to grow. Therefore, it is important for e-commerce to implement various strategies to attract customers to make repeat purchases and maintain their existence. This study aims to explain how the influence of perceived ease of use, perceived usefulness, and social media marketing on repurchase intention influences Tokopedia Indonesia’s customer satisfaction. The type of data used in this study is quantitative using the SEM-PLS method with a sample of generation Z research of Tokopedia consumers in Malang City. The results of this study show that there is a positive and significant influence on perceived ease of use, perceived usefulness, and social media marketing on repurchase intention through Tokopedia Indonesia’s customer satisfaction mediation variables.
 Keywords: perceived ease of use, perceived usefulness, social media marketing, repurchase intention, customer satisfaction

Service Quality Influence on Repurchase Intention, Through Customer Satisfaction Mediation: Indonesia Music Studio Perspective

Service Quality Influence on Repurchase Intention, Through Customer Satisfaction Mediation: Indonesia Music Studio Perspective

The Influence of Customer Experience and Brand Awareness on Customer Loyalty Mediated by Customer Satisfaction (Empirical Study: Yoshinoya Restaurant Customers in DKI Jakarta)

Objective of research is to investigate the effect of customer experience and brand awarness on customer loyalty among Yoshinoya restaurant customers in DKI Jakarta, both directly and indirectly with mediation of customer satisfaction. This study use quantitative approach. A survey was conducted with 171 respondents who had consumed products of Yoshinoya restaurants in DKI Jakarta. Data analysis was performed using Structural Equation Model with AMOS program. The research findings indicate that the customer experience provided by Yoshinoya restaurants does not have a strong and significant relationship with customer loyalty of Yoshinoya restaurant customers in DKI Jakarta. However, it was found that brand awareness has a strong and significant influence on customer loyalty of Yoshinoya restaurant customers in DKI Jakarta. When mediated by customer satisfaction, turns out customer experience does have a strong and significant relationship with customer loyalty. Enhanced, when brand awareness mediated by customer satisfaction, has a stronger and more significant influence on customer loyalty of Yoshinoya restaurant customers in DKI Jakarta. The implications of this research suggest that companies can enchance customer loyalty by improving customer experience, brand awareness, and customer satisfaction. This can be achieved through the provision of high-quality food, efficient service in terms of speed, a strong brand, and most importantly ensuring customer satisfaction. Customer satisfaction is crucial in transforming a negative into a more positive one.

The Effects of Experimental Marketing and Experiential Value on Customer Loyalty with the mediation of Customer Satisfaction

This research focuses on the role of Experiential Marketing and Experiential Value in increasing Customer Loyalty through Customer Satisfaction in consumers of Santri Farm Kudus. The purpose of this study is to explain and analyze the effect of Experiental Marketing and Experiential Value on Customer Loyalty both directly and indirectly through Customer Satisfaction mediation. This type of research is explanatory research with a quantitative approach. The population in this study were consumers who had enjoyed and purchases Santri Farm products. Data was collected by distributing questionnaires to 160 respondents who met the criteria. Data analysis used Structural Equation Modelling Partial Least Square (SEM-PLS) with Smart PLS Software. The results of this study show that Experiential Marketing has no significant effect on Customer Loyalty. Experiential Value has a significant effect on Customer Loyalty. Customer satisfaction memiliki pengaruh yang signifikan terhadap Customer Loyalty. The results also show that Customer Satisfaction partiallty mediates the effect of Experiential Marketing and Experiential Value on Customer Loyalty.