Mediation Of Customer Satisfaction Research Articles

The Influence of Relationship Marketing and Service Quality with Customer Satisfaction Mediation Variables on Customer Loyalty

Customer loyalty is so important for a company to retain customers. Customer loyalty is worth to reduce competition between competitors. Customer loyalty can be influenced by relationship marketing, service quality, and customer satisfaction. So this study aims to see the effect of relationship marketing, service quality, customer satisfaction, and customer loyalty. The population of this study focuses on Indonesian Islamic Bank (BSI) customers, using purposive sampling. The sample is Indonesian Sharia Bank (BSI) customers in the Tangerang area as many as 230. This type of research is quantitative, with data collection by distributing questionnaires. The analytical method used is the Structural Equation Model (SEM-PLS) with the SMART PLS software program. This study aims to see the effect of relationship marketing, service quality, customer satisfaction, and customer loyalty. The results of the study conclude that relationship marketing and service quality have a positive effect on customer satisfaction and customer loyalty. Customer satisfaction as a mediating variable has a positive effect on customer loyalty. The implication of this research is the company order to increases customer loyalty by making customers feel satisfied through relationship marketing and the quality of services provided

Factors affecting cryptocurrency adoption in digital business transactions: The mediating role of customer satisfaction

This empirical study examines the factors influencing the adoption (AD) of cryptocurrencies in Malaysia's digital market. It is assumed that the adoption of cryptocurrencies would continue to increase. The role of the dependent variables of social influence (SI), transparency (TR), price value (PV), traceability (TRA), and attitude (AT) was examined to identify customer satisfaction as a mediator variable for cryptocurrency adoption. Random sampling was used to ensure that the research objectives were adequately examined. A total of 295 respondents answered the survey questions intended for cryptocurrency users in Malaysia. Data were analyzed using partial least squares structural equation modelling (PLS-LSM). The findings revealed that SI, PV, TRA, and AT were all impactful in terms of AD (dependent variable) through the mediation of customer satisfaction in Malaysia's digital market. However, TR negatively impacts Malaysia's digital market. Future researchers in other regions and industries may be able to reproduce these findings and use similar constructs to add to the present body of knowledge. This study adds to the small body of literature on Bitcoin and digital money. These findings can assist researchers in understanding the role of cryptocurrency and identifying its primary influences on the Malaysian cryptocurrency market.

The Effect of Marketing Mix Strategy on Customer Loyalty in Virtual Hotel Operation with the Mediation of Customer Satisfaction: A Study of RedDoorz in Greater Malang

Technological advancement in recent industrial era has made business grow and develop rapidly. One of which is the need to enjoy foreign and domestic vacation. Budget travel becomes the choice of holiday for anyone who prioritizes budget for his travels, including booking hotel rooms. Based on issues, phenomena, problems, valuable meanings of variables, and research gaps between past researches, a more elaborate study is required, that is analyzing the mediation of customer satisfaction in the relationship between marketing mix strategy and customer loyalty. The population of this research in the overall is all customers of RedDoorz, a virtual hotel operation, in Greater Malang area. Referring to Roscoe, the sample of this research consists of 100 respondents. Inferential statistics were used to test the hypotheses and to produce an appropriate model. The data was analyzed using variant-based SEM or the Partial Least Squares. This study finds that marketing mix strategy increases customer loyalty and customer satisfaction; customer satisfaction increases customer loyalty and partially mediates the effect of marketing mix strategy on customer loyalty.

Disruptive technology and AI in the banking industry of an emerging market

PurposeAs disruptive technologies, such as the use of artificial intelligence (AI)-enabled customer relationship management (CRM) systems, alter the processes and strategies that banks use in service delivery models, the impact of such technologies on consumer acceptance and buying behavior must continue to be examined. This research studies the impact of technology usage and acceptance of AI-enabled banking CRM systems in Nigeria on consumer buying behavior via the mediation of customer satisfaction and service quality. The study also investigates the negative impact of technology downtime, a frequent phenomenon in the emerging market, which has not, to this point, been studied on a large scale.Design/methodology/approachThe authors collect quantitative data via a face-to-face administered questionnaire from four hundred customers of ten different Nigerian banks regarding their perceptions of technology use in the banking sector.FindingsWhile the research finds that technology usage has positive and direct effects on service quality, customer satisfaction and consumer buying behavior, service quality was found not to have a significant effect on consumer buying behavior. The study also establishes that technology downtime has a moderating effect on technology usage, consumer buying behavior and customer satisfaction in the banking context.Originality/valueScant literature exists that explores the importance of culture in technology usage and acceptance, specifically in developing countries like Nigeria. This study explores the impact of technology usage along with acceptance in the Nigerian setting on Nigerian consumers and their resulting satisfaction. Technology usage has been known to impact customer satisfaction in various ways, but no study has looked specifically at how technology in the banking sector can further be of help or harm from a Nigerian perspective. This study explores the technology usage in banking sector of Nigeria and its impact on the consumer buying behaviour. No studies in our knowledge have been known to consider the role of technology downtime, a frequent phenomenon in emerging market, as a factor, which will affect the customer satisfaction and buying behavior. Thus, this study (1a) explores the negative outcomes of technology downtime on both service quality and customer satisfaction, (b) explores the moderating relationship of technology downtime on the technology usage and consumer-related outcomes.

Peran Kepuasan Pelanggan Dalam Memediasi Pengaruh Kualitas Produk Terhadap Loyalitas Pelanggan

This study aims to analyze the effect of product quality on customer loyalty either directly or through mediation of customer satisfaction. Causality design is used to determine the causal relationship between research variables with a quantitative research approach. Purposive sampling technique was used to determine the research sample in order to obtain as many as 110 Renault customers in PT Maxindo Mobil Indonesia BSD Tangerang. Data analysis was carried out using path analysis with SPSS version 26 program. The results showed that product quality directly had a positive and significant effect on customer satisfaction and customer loyalty, customer satisfaction could also play an intermediary variable so that product quality variables indirectly had a positive and significant influence. to customer loyalty.

The Role of E-Customer Relationship Management in Driving E-Commerce Performance

This research aims to determine the effect of ECRM on repurchase intention directly or through the mediation of customer satisfaction and customer trust. This survey was conducted on E-Commerce users. This study uses a quantitative approach and uses as many as 350 respondents. In analyzing the data, the Structural Equation Model (SEM) was used using the SmartPLS application. The results of this study ECRM has a positive influence on repurchase intention directly and indirectly through the mediation of customer satisfaction and customer trust. This research is aimed at e-commerce users with the trust and satisfaction of users to repurchase a product or service in an E-commerce. Keywords-- ECRM, E-Commerce, Repurchase Intention, Customer Satisfaction, Customer Trust

A Study of Service Speed and Servicescape as a Basic Strategy to Improve Loyalty by Evaluating Customer Satisfaction at PT. Bank Mandiri Persero (Solo Branch)

This study aims to determine and analyze empirically the effect of service speed and servicescape on customer satisfaction and loyalty at PT. Bank Mandiri Persero (Solo Branch). The analysis technique used was the validity test and reliability test, linearity test, regression analysis, path analysis, t test, F test, determination coefficient test and correlation analysis. Hypothesis Test Results indicated that service speed has a positive and significant effect on customer satisfaction and servicescape has a positive and significant effect on customer satisfaction. Service speed has a positive and significant effect on customer loyalty. Servicescape has a positive and significant effect on customer loyalty. Customer satisfaction has a positive and significant effect on customer loyalty. The results of F in the second equation showed that the value of F = 288.445, with a significance of 0.000 <0.05, so it can be concluded together that the independent variables have a significant effect on customer loyalty at PT. Bank Mandiri Persero (Solo Branch). The results of the R2 value can be explained by the variable service speed, servicescape, and customer satisfaction as an intervening variable of 92.6% and the remaining 7.4% explained by other variables outside the research model in the form of interest rates, service quality, and so on. The results of the path analysis showed that: the indirect effect of service speed on loyalty is an effective route. The indirect effect of the servicescape on loyalty is an effective route. Based on these results, the use of customer satisfaction mediation is proven, so it is expected that PT. Bank Mandiri Persero (Solo Branch) pays more attention to the level of customer satisfaction in order to increase customer loyalty.

A Study of Service Speed and Servicescape as a Basic Strategy to Improve Loyalty by Evaluating Customer Satisfaction at PT. Bank Mandiri Persero (Solo Branch)

This study aims to determine and analyze empirically the effect of service speed and servicescape on customer satisfaction and loyalty at PT. Bank Mandiri Persero (Solo Branch). The analysis technique used was the validity test and reliability test, linearity test, regression analysis, path analysis, t test, F test, determination coefficient test and correlation analysis. Hypothesis Test Results indicated that service speed has a positive and significant effect on customer satisfaction and servicescape has a positive and significant effect on customer satisfaction. Service speed has a positive and significant effect on customer loyalty. Servicescape has a positive and significant effect on customer loyalty. Customer satisfaction has a positive and significant effect on customer loyalty. The results of F in the second equation showed that the value of F = 288.445, with a significance of 0.000 0.05, so it can be concluded together that the independent variables have a significant effect on customer loyalty at PT. Bank Mandiri Persero (Solo Branch). The results of the R2 value can be explained by the variable service speed, servicescape, and customer satisfaction as an intervening variable of 92.6% and the remaining 7.4% explained by other variables outside the research model in the form of interest rates, service quality, and so on. The results of the path analysis showed that: the indirect effect of service speed on loyalty is an effective route. The indirect effect of the servicescape on loyalty is an effective route. Based on these results, the use of customer satisfaction mediation is proven, so it is expected that PT. Bank Mandiri Persero (Solo Branch) pays more attention to the level of customer satisfaction in order to increase customer loyalty.

Model Hubungan Citra Merek dan Minat Beli Ulang : Peran Kepuasan Pelanggan dan Kesetiaan Pelanggan

&lt;strong&gt;&lt;em&gt;&lt;span&gt;Purpose&lt;/span&gt;&lt;/em&gt;&lt;/strong&gt;&lt;em&gt;&lt;span&gt; The aim of this research is to get a better understanding to answer customer perceptions of the relationship between brand image and repurchase intention through sequential mediation from consumer satisfaction to customer loyalty. &lt;strong&gt;Methodology&lt;/strong&gt; A total of 101 employees with purposive sampling technique as the sample in this study. Hypothesis testing technique using multiple linear regression and mediation using macro process model No. 6 &lt;strong&gt;Findings&lt;/strong&gt; The model of the relationship between brand image and repurchase intention through two mediation of customer satisfaction and customer loyalty is confirmed. &lt;strong&gt;Suggestions&lt;/strong&gt; for further research to increase the number and coverage of the population. The practical implication is that companies must always improve and maintain their brand image to increase repurchase interest, because this increases customer satisfaction and loyalty.&lt;/span&gt;&lt;/em&gt;

Multivariate Analysis for Determinants of Online Consumers Trust

This research aims to examine the effect of customer satisfaction on customer trust, the effect of security perception on customer satisfaction and customer trust, the influence of privacy on customer satisfaction and customer trust, the influence of brand awareness on customer satisfaction and customer trust, as well as the influence of customer satisfaction mediation on the relationship between perception security, privacy and brand awareness with customer trust. This research focuses observations on 100 people in Surabaya who have made transactions on online shopping sites. Private students and employees dominate the number of respondents in this research. To test the research hypothesis, this research adopted the Structural Equation Model-Partial Least Square (SEM-PLS) technique using SmartPLS. This research proves that brand awareness has a significant effect on customer trust and customer satisfaction, security perceptions have a significant effect on customer trust and customer satisfaction, privacy has a significant effect on customer trust and not on customer satisfaction, and customer satisfaction on customer trust

Effect on Quality of Service and Quality of Products towards Customer Loyalty with Mediation of Customer Satisfaction (Study at PT. Bank Pembangunan Daerah Bali, Singaraja Branch Office)

The existence of Bank is needed, one way to maintain the existence of Bank is their customer loyalty. Customer loyalty is a key word in order to keep the bank in existence in its business, (Kasmir, 2011: 54). The delivery of quality services and product quality at a bank is currently considered an essential strategy and with customer satisfaction, the Bank will be successful and can survive in facing today 's highly competitive competition. Which is the goal of this research is: To know and test the effect of service quality on customer satisfaction in PT. Bank Pembangunan Daerah Bali Singaraja Branch Office, to determine and test the effect of product quality on customer satisfaction at PT. Bank Pembangunan Daerah Bali Singaraja Branch Office, to determine and test the effect of service quality on customer loyalty at PT. Regional Development Bank Bali Kant or Singaraja Branch, to determine and test the effect of product quality on customer loyalty at PT. Bank Pembangunan Daerah Bali Singaraja Branch Office, and To determine and test the effect of customer satisfaction on customer loyalty at PT. Bank Pembangunan Daerah Bali Singaraja Branch Office . This study uses Structural Equation Modeling (SEM) with a variance-based or component-based approach with Partial Least Square (PLS). The results showed that service quality has a positive and significant effect on customer satisfaction. Product quality has a positive and significant effect on customer satisfaction. Service quality has a positive and significant effect on customer loyalty. Product quality has a positive and significant impact on customer loyalty. Customer satisfaction has a positive and significant effect on customer loyalty. Customer satisfaction positively and significantly mediates the effect of service quality on customer loyalty. Customer satisfaction positively and significantly mediates the effect of product quality on loyalty.

Perceived Experience, Perceived Value and Customer Satisfaction as Antecedents to Loyalty among Hotel Guests

ABSTRACT Despite the hospitality industry reeling under the impact of COVID-19, few studies provide practitioner-oriented perspectives capturing dimensions of guest loyalty within emerging markets. The researchers examine the influence of perception of value and experience on guest loyalty within the context of the Indian hotel industry. A random questionnaire survey of 170 occupants across three renowned hotels during the first week of COVID-19 induced lockdown in India and subsequent analysis using structural equation modeling confirm that both guest loyalty and satisfaction continue to be positively influenced by perception of value and the service experience. Both guest satisfaction and loyalty are strongest among guests who perceive high service value. Guest loyalty is also indirectly influenced by value perception and service experience through the mediation of customer satisfaction. The relationship between perceived experience and guest satisfaction is found to be stronger when perceived service value is higher. The hospitality industry, a vector of pandemic occurrence, can use this opportunity to reset business models. While micro-segmentation is called for in positioning offerings to target groups, efforts to reduce customer sacrifice by simplification of pricing and transaction procedures should be implemented across the spectrum in adjusting to the new normal.

Determining brand strenghth against WOM with the mediation of customer satisfaction and business loyalty of Garuda Indonesia aircraft flight

The purpose of this research is to know and explain the effect of brand Strength on word of mouth, the effect of brand strength on customer satisfaction, the influence of brand strength on consumer loyalty, the effect of consumer satisfaction on word of mouth, the effect of consumer loyalty on word of mouth, the effect of consumer satisfaction on consumer loyalty. The population in this study were Garuda Indonesia consumers in Indonesia. The sample taken in this study were some of Garuda Indonesia consumers in Indonesia, amounting to 230 people. The data analysis in this study used the SEM method. The results of this study prove that brand strength has a positive effect on word of mouth, brand strength has a positive effect on customer satisfaction, brand strength has a positive effect on consumer loyalty, consumer satisfaction has a positive effect on word of mouth, consumer loyalty has a positive effect on word of mouth, satisfaction has a positive effect. towards consumer loyalty.

The Effect of Product Quality on Customer Loyalty with the Mediation of Customer Satisfaction

The Effect of Product Quality on Customer Loyalty with the Mediation of Customer Satisfaction

Assessing the interrelationships between customer satisfaction, perceived value and behavioral intention among Maldivians seeking medical care within medical tourism services: Empirical evidence from the Maldives

Empirical studies related to interrelationships between variables perceived value, customer satisfaction and behavioral intention conducted in the Maldives context and in the medical care industry is very rare. A quantitative cross-sectional study conducted in natural settings using a survey questionnaire to assess the interrelationships between above mentioned variables by utilizing a conceptual model created from three interrelationship models obtained from previous research. Data collected from willing participants across the 19 atolls resulting in a total of 385 responses obtained after data cleaning. A stratified proportionate random sampling method used. SPSS 25.00 and AMOS 23.00 used as analysis tools. The Sobel test applied to analyze the mediating effect of customer satisfaction on the relationship between perceived value and behavioral intention which confirmed a positive and significant relationship between perceived value, customer satisfaction and behavioral intention. Study rejected the hypothesis which test the mediation of customer satisfaction on the relationship between perceived value and behavioral intention. This study is first of its kind to generalize findings on Maldivian’s medical seeking behavior, and results helps policymakers, medical practitioners, medical institutions, and respective administrations to provide better customer perceived value towards providing higher customer satisfaction, which in effect improve customer behavioral intention towards medical care service providers.

Analisis atribut toko online terhadap repurchase intention dengan mediasi customer satisfaction di Indonesia

Consumer behavior is currently experiencing changes in shopping. Technological developments cause changes in consumers. Companies see changes in consumer shopping patterns. Consumers buy through not only offline, but also online. Patterns of change are not only for products, but services as well as changes in purchases. This development has led to the emergence of online stores, giving rise to online applications. This study aims to determine whether the attributes of online stores affect repurchase intention in online shopping applications. Besides, this study was also conducted to determine the mediating variable's effect on customer satisfaction on the relationship between online store attributes and repurchase intention. The sampling method used in this study is non-probability sampling with a purposive sampling technique. This study's data were obtained by distributing an online questionnaire to 201 respondents who were account holders and had shopped in an online application. The indicators and variables in this study were tested for their’s validity and reliability before being used in data collection. The validity used is confirmatory factor analysis (CFA) and reliability used is composite reliability (CR) and average variance extracted (AVE). This study uses data analysis method of Structural Equation Modeling (SEM) with Lisrel for Windows 8.70 software to test the research hypotheses. This study's results indicate that the attributes of online stores do not directly have a significant effect on repurchase intention. Online store attributes have a significant effect on repurchase intention by mediation of customer satisfaction.

Customer Loyalty during COVID-19 Outbreak: The Mediation of Customer Satisfaction in Islamic Bank

This Study aims to analyze the influence factors of customer loyalty, especially group of saving customers and single customer in Islamic commercial bank, using variable of price, relationship marketing, and customer value with customer satisfaction as an intervening variable. The study is quantitative analytical methods and presents primary data collected through questionnaire with the purposive sampling technique. Total sample of 244 respondents from all local Islamic commercial bank in Indonesia during the COVID-19 outbreak period. The analysis model is Structural Equation Model (SEM), using confirmatory factor analysis and regression weight. Then, the result of this study showed that variable price, relationship marketing, and customer value partially have a positive and significant effect toward customer satisfaction. And customer satisfaction has a significant effect toward customer loyalty in Islamic commercial bank. Keywords : Customer Satisfaction, Customer Loyalty, Islamic Bank, COVID-19 Penelitian ini bertujuan untuk menganalisis faktor-faktor yang mempengaruhi loyalitas nasabah, khususnya pada nasabah simpanan/tabungan dan nasabah tunggal pada Bank Umum Syariah, dengan variabel harga, relationship marketing , dan nilai nasabah dengan kepuasan nasabah sebagai variabel intervening . Penelitian ini menggunakan metode analisis kuantitatif dengan data primer yang dikumpulkan melalui kuesioner, teknik yang digunakan adalah purposive sampling . Jumlah sampel pada penelitian ini 244 responden dari seluruh Bank Umum Syariah selama periode wabah COVID-19. Model analisis menggunakan Structural Equation Model (SEM), dengan teknik analisis confirmatory factor analysis dan regression weight . Hasil penelitian ini, menunjukkan bahwa harga, relationship marketing, dan nilai nasabah secara parsial berpengaruh positif dan signifikan terhadap kepuasan nasabah. Dan kepuasan nasabah berpengaruh signifikan terhadap loyalitas nasabah pada Bank Umum Syariah. Kata kunci : Kepuasan Nasabah, Loyalitas Nasabah, Bank Syariah, COVID-19

The Mediation Effect of Customer Satisfaction on the Relationship Between Service Quality and Customer Loyalty

Sustainability of hotel’s performance can be determined by service quality, satisfaction and customer loyalty. The level of customer satisfaction can be increased if hotels offer good quality performance, and so it can retain customers to stay in a hotel. Thus, this research aims to identify and explain the influence of service quality for customer loyalty and test the effect of customer satisfaction mediation for the relationship between service quality and customer loyalty in the room division of the hotel. This research was conducted at hotel industries in Dili. Respondents for this research were their customers, and research instruments were questionnaires adopted from previous researches, and SMART-PLS 3.0 was used to test the hypothesis. This research shows that service quality and customer satisfaction are not significant to influence customer loyalty in the room division of hotels in Dili. Moreover, customer satisfaction does not have the effect of mediation for the relationship between service quality and customer loyalty. This research can contribute to enrich the theory and empirical about service quality, customer satisfaction, and customer loyalty. In a practical level, this research can help hotel managers to develop their strategies in order to retain their customers through good service quality. This research can also help the government to aquire data on the level of customer satisfaction for the service quality of hotels in Timor-Leste, and so can develop the policy of human capital training to improve service quality in hotels and other service industries

Integrating Attitudes to Sharia Banks in a Customer Loyalty Model of Sharia Banks: An Evidence from Indonesia

The main objective of this study aimed to evaluate the role of customer attitudes towards Islamic banks and corporate image on customer loyalty through mediating customer satisfaction, trust, and switching costs. Data analysis used 283 respondents as a sample using a purposive sampling method. The research used Structural Equation Modeling (SEM) with LISREL 8.0. The findings show that of the ten hypotheses, eight hypotheses proved significant, and two hypotheses were insignificant. The results showed that attitudes towards Islamic banks affect the perception of service quality but do not affect customer satisfaction. Corporate image influences satisfaction but does not affect customer trust. Customer satisfaction affects customer loyalty, both directly and indirectly, through mediating customer trust and switching costs. The most significant total effect of attitude on Islamic banking towards loyalty has a coefficient value of 0.15. The coefficient is the path of attitude, service quality, customer satisfaction, and customer loyalty. The pathway shows that attitudes towards sharia banking affect customer loyalty through the mediating role of service quality and satisfaction. While the most significant total effect of the corporate image through customer satisfaction, customer loyalty with a coefficient value of 0.15. The pathway shows that corporate image influences customer loyalty through the mediation of customer satisfaction and trust. Keywords: attitudes towards Islamic banks, customer satisfaction, service quality, switching costs, trust, customer loyalty DOI: 10.7176/JESD/11-10-09 Publication date: May 31 st 2020

The effects of website quality on customer satisfaction and loyalty to online travel agencies in Vietnam

This study aims to examine the effects of six website quality factors, including Information Quality (IQ), Security (SE), Website Functionality (WF), Customer Relationship (CR), Responsiveness and Fulfillment (PF), and Visual Appeal (VA) on Customer Satisfaction (CS) and Loyalty (LI) through the mediation of Customer Satisfaction. Quantitative approach was applied in this study. Specifically, questionnaires were sent to 300 respondents in Ho Chi Minh City, Vietnam. The findings showed that there were relationships among website quality dimensions, Customer Satisfaction and Loyalty. Particularly, direct and indirect effects of website quality factors on Customer Loyalty were found through the mediation of Customer Satisfaction. Considering the findings, recommendations were proposed to develop OTA website quality in Vietnam. To be more specific, we make some suggestions related to gaining Customer Satisfaction and long-term loyalty from website quality dimensions.