Customer Loyalty, Through Customer Satisfaction in Customers Pt. Xyz

Abstract

PT. XYZ is one paper company in East Java, Indonesia. The paper industry grows much wider opportunities to consumers to help select and purchase the product in accordance with the wishes and needs. This resulted in the emergence of competition between paper companies. Consumer expectations this time are getting a good paper and an affordable price, if these expectations are fulfilled then the customer will feel satisfied and by itself will refer to the paper company. PT. XYZ as the paper industry players feel that the best service quality to consumers is essential. The type of research used is applied research. The nature of this research is explanatory research which aims to determine the effect of service quality consisting of tangibility, reliability, responsiveness, assurance, and empathy to customer satisfaction and determine the effect of customer satisfaction on customer loyalty. This study determines the number of respondents 10 times the number of indicators (= 12 indicators) that is 120 respondents. The sample used in this study is a paper distributor that takes directly from the company PT XYZ in Surabaya. This research uses Path Analysis.There were 125 questionnaires distributed and those that met the requirements established 120 questionnaires. The sample used in this study is a paper distributor that takes directly from the company PT XYZ in Surabaya. Based on this research, it proved that the factors of service quality consisting of tangibles, reliability, responsiveness, assurance, and empathy affect consumer satisfaction PT. XYZ, so the first hypothesis can be accepted. AMOS calculation results can be seen from the path coefficient of 2.468 was obtained with CR values of probability of significance is 0.014. The hypothesis was accepted with immediate effect from the factor of service quality on customer satisfaction by 0.602. Good service quality can give satisfaction to the consumer, but not necessarily lead to a loyal customer following consumer satisfaction. Based on the findings proved consumer satisfaction is not proven to influence consumer loyalty to the product of PT. XYZ, so that the second hypothesis was rejected. The path coefficient of 1.535 was obtained with CR values of probability of significance is 0.125. A hypothesis is rejected with a direct influence on customer loyalty on customer satisfaction by 0.202.

E-banking Customer Satisfaction and Loyalty: Evidence from Serial Mediation through Modified E-S-QUAL Model and Second-Order PLS-SEM

“…We also evaluated the mediating effect of trust between e-customer satisfaction and e-customer loyalty, which confirmed the mediation of trust between ECS and ECL. The results of the current study are consistent with preceding studies, such as Hayati et al (2020), Dewi and Surabaya (2020), Mayer et al (1995), Fang et al (2011), Palvia (2009, Kim et al (2009), Ahmed et al (2017), Ali and Raza (2017), Godwin et al (2010), Dimitriadis et al (2011), Ahmad and Al-Zubi (2011), and Crumlish and Malone (2009. We also incorporated religiosity as a mediator in our considered modified E-S-QUAL model.…”

“…Previous literature emphasized the importance of Islamic e-banking as it permits customers can do transactions 24/7 without any hindrances by observing Islamic Laws. According to Boateng et al (2021), Butt (2018), Iqbal (2020), Dewi and Surabaya (2020), and Nguyen and Leblanc (2002), ecustomer loyalty increases when customer frequently uses e-banking services with satisfaction. Hence, it demonstrated that e-customer satisfaction is directly associated with ecustomer loyalty.…”

“…Traditionally, the SERVQUAL model was used to measure customer satisfaction and perceived quality (Ahmed et al, 2017;Raza et al, 2015). Previous literature has exhibited that the dimensions of the SERVQUAL model are one of the adequate tools to measure customer satisfaction and customer loyalty in e-service industries (Dewi & Surabaya, 2020;Devaraj et al, 2002;Ahmed et al, 2017;Raza et al, 2020). The Internet & digital media have enhanced the effectiveness of the SERVQUAL model, and customers are moving towards e-commerce, e-banking, and online shopping.…”

“…The Internet has become the most powerful tool for e-commerce and eservices; therefore, e-services industries, including ebanking, use this instrument as a virtual marketplace. The esystem quality and information of e-services quality have become significant elements of the E-S-QUAL model to assess the e-service quality, e-customer satisfaction, and ecustomer loyalty in online services industries (Dewi & Surabaya, 2020;Samsudeen et al, 2020;Rodgers et al, 2005;Vinayek & Jindal, 2011).…”

Analysis Loyalty in Video Conference Application Zoom on COVID 19 Quarantine in Jakarta

“…Satisfaction is feeling or behavior when purchasing or using a service or product from a company to fulfill user expectations. Satisfaction plays a significant role in a company when facing market competition [9].…”