Genetic algorithm segmentation in partial least squares structural equation modeling

The American Customer Satisfaction Index (ACSI) model, developed in 1996, used a multiple indicator approach to measure overall customer satisfaction. The authors of the present non-experimental, exploratory study adopted the ACSI model to examine and explore the relationships among electronic service quality, customer expectations, perceived value, customer satisfaction, and customer loyalty for consumer electronics e-tailers. The study adopted quota and snowball sampling. A total of 276 valid responses were collected from an online survey, and the data was analyzed using structural equation modeling (SEM). Of the eight hypotheses in this study, six were supported and two were not. Findings indicated that perceived value and customer satisfaction were two significant variables that mediated the relationships between electronic service quality and customer loyalty. Moreover, this study found that electronic service quality had no direct effect on customer satisfaction, but had indirect positive effects on customer satisfaction for consumer electronics e-tailers. In terms of practical implications, managers of consumer electronics e-tailers could formulate a competitive strategy based on the modified ACSI model to retain current customers and to enhance customer relationship management (CRM). The study also includes a discussion of limitations and recommendations for future research.

Research in international business and management (IM) is highly complex, contextual, and spans various subfields and related theoretical lenses. These characteristics pose research challenges that require utilizing sophisticated research designs and methodologies. This paper and our focused issue on ‘The use of partial least squares structural equation modeling (PLS-SEM) and complementary methods in IM research’ further clarify whether and how researchers using PLS-SEM can address (some of) the challenges in IM research. We explain how researchers can benefit from the (advanced) capabilities that PLS-SEM offers; either as a stand-alone method or in triangulation efforts that leverage complementary approaches. In addition, we review the IM literature for PLS-SEM applications and evaluate whether and how researchers are already using these approaches. We identify some room for improvement when it comes to the application of both more advanced PLS-SEM capabilities and the triangulation of PLS-SEM with qualitative data analyses, and techniques such as fuzzy set qualitative comparative analyses and necessary condition analyses. For better guidance, we refer to PLS-SEM application examples in which the methodological advances are used.

This study aims to identify the variables that influence customers’ decision-making process regarding credit uptake at a rural bank in Kepulauan Riau. The variables are service quality, requirements, relationship, promotion, and interest rate. Using a quantitative research design, the primary data collection method employed in this study is survey questionnaires. The sample consists of 170 rural bank customers in Kepulauan Riau, selected through purposive sampling. Service quality refers to the level of customer satisfaction with the bank’s services. Requirements assess the ease of meeting credit documentation and eligibility criteria. Relationships explore the trust and rapport established between customers and the bank. Promotions evaluate the marketing efforts employed by the bank. Interest rates reflect the cost of borrowing. The collected data will be analyzed using the Partial Least Square – Structural Equation Modeling (PLS-SEM) method by using SmartPLS 3.3.0. The findings will offer valuable insights to rural banks, aiding their understanding of the factors that influence customers’ credit decision-making process. The study will serve as a foundation for developing strategies aimed at enhancing customer satisfaction, improving service quality, and bolstering the bank’s competitive position in the market.
 Penelitian ini bertujuan untuk mengidentifikasi variabel yang memengaruhi proses pengambilan keputusan nasabah dalam mengambil kredit di Bank Perkreditan Rakyat (BPR) di Kepulauan Riau. Variabel tersebut berupa kualitas layanan, persyaratan, relasi, promosi, dan suku bunga. Dengan menggunakan desain penelitian kuantitatif, metode pengumpulan data utama yang digunakan dalam penelitian ini adalah kuesioner survei. Sampel penelitian terdiri dari 170 nasabah BPR di Kepulauan Riau yang dipilih melalui teknik purposive sampling. Kualitas layanan mengacu pada tingkat kepuasan nasabah terhadap layanan bank. Persyaratan mengevaluasi kemudahan pemenuhan dokumen dan kriteria kelayakan kredit. Relasi menggali kepercayaan dan hubungan antara nasabah dan bank. Promosi mengevaluasi upaya pemasaran yang dilakukan oleh bank. Suku bunga mencerminkan biaya pinjaman. Data yang terkumpul akan dianalisis dengan metode Partial Least Square-Structural Equation Modeling (PLS-SEM) dengan software SmartPLS 3.3.0. Temuan penelitian ini akan memberikan wawasan berharga bagi BPR, membantu pemahaman mereka tentang faktor-faktor yang memengaruhi proses pengambilan keputusan kredit nasabah. Penelitian ini akan menjadi dasar untuk mengembangkan strategi yang bertujuan untuk meningkatkan kepuasan nasabah, meningkatkan kualitas layanan, dan memperkuat posisi kompetitif bank di pasar.

This study aims to analyze the effect of service quality on repurchase intention with customer satisfaction as a mediating variable at Pandan View Mandeh Resto. The study was conducted with a quantitative approach and used a causal associative design to explain the relationship between variables. The population in this study were all customers who had received services and consumed food and drinks at Pandan View Mandeh Resto within the past year, with a minimum age requirement of 17 years. The sample set was 130 respondents and was obtained through questionnaire distribution. Data collection was carried out using a questionnaire instrument that had been prepared based on indicators from the research variables. Furthermore, the data obtained were analyzed using the Partial Least Square - Structural Equation Modeling (PLS-SEM) method with the help of the Smart-PLS application. The analysis carried out included outer model testing (validity and reliability), inner model testing (relationships between latent variables), hypothesis testing, and mediation testing. The results showed that service quality has a positive and significant influence on customer satisfaction. Furthermore, customer satisfaction has been shown to have a positive and significant effect on repurchase intention. Furthermore, service quality also has a significant positive effect on repurchase intention. Mediation analysis shows that customer satisfaction acts as a partial mediator in the relationship between service quality and repurchase intention. This means that some of the influence of service quality on repurchase intention occurs through customer satisfaction, while others occur directly. These findings emphasize the importance of maintaining and improving service quality to create satisfaction, which in turn impacts customer loyalty.

The development of digital technology has changed the landscape of the transportation industry in Indonesia, including in providing taxi services. This study aims to analyze the effect of service quality (service quality), the quality of digital service (e-service quality), trust (trust), and digital trust (e-traust) on customer satisfaction, with brand image as an intervening variable, in users of My Blue Bird applications and conventional Blue Bird taxis. This study uses a quantitative approach with the distribution of questionnaires to 160 respondents, consisting of conventional taxi users and users of the My Blue Bird application. Data analysis techniques are carried out using the Partial Least Square Structural Equation Modeling (PLS-SEM) method using SmartPLS 3. The results show that most of the independent variables can be proven to have a barrier of brand images and customer satisfaction, except e-TRUST which cannot be proven to have an effect on customer satisfaction. Brand image is proven to act as an intervening variable that strengthens the influence between service quality and trust on customer satisfaction. This finding confirms the importance of integration of service quality and brand image in the digitalization strategy of transportation services to improve customer experience.

The purpose of this study is to empirically test store atmosphere, quality of personal, and customer satisfaction as predictors of repatronage intentions at local convenience stores. The online questionnaire was distributed using Google Forms with a 5-point Likert scale for each indicator. The number of samples is 170 respondents. All data were analyzed using Partial Least Square–Structural Equation Modeling (PLS-SEM) method, using SmartPLS 3.0 software. The results of this study indicate that store atmosphere, quality of personal, and customer satisfaction can positively predict repatronage intentions. The results show that the company can determine the right operational strategy by taking into account the factors that can increase repatronage intentions so that they can compete with competitors.

The growth of the technological epoch is marked by increasingly rapid technological advances that have given rise to increasingly competitive business competition. The phenomenon that occurs due to the increasingly sophisticated technological era causes companies to try to find ways and innovations for the sustainability of their businesses, especially in the banking sector. Lack of technological access to banking is one of the problems that causes a lack of public literacy to follow the development of digitalization in order to increase customer loyalty. Therefore, it is necessary for banking efforts to start following the development of digitalization and improving its performance in order to increase customer loyalty and attract customers so that they can maximize their profits. The purpose of this study was to examine whether 1) customer trust can affect customer loyalty. 2) customer satisfaction can affect customer loyalty. 3) customer experience can affect customer loyalty. 4) service quality can affect customer loyalty. Data were obtained using a questionnaire method and processed using Partial Least Square - Structural Equation Modeling (PLS-SEM), the sample was selected using the non-probability sampling method on 140 digital bank customer respondents in Jakarta with convenience sampling techniques. The results of this study indicate that customer satisfaction, customer experience, and customer quality have a significant influence on customer loyalty, while customer trust does not have a significant influence on customer loyalty. Peningkatan pada era teknologi ditandai dengan kemajuan teknologi yang semakin pesat memunculkan adanya persaingan bisnis yang semakin kompetitif. Fenomena yang terjadi akibat era teknologi yang semakin canggih menyebabkan perusahaan berusaha mencari cara dan inovasi untuk keberlanjutan usahanya terutama di bidang perbankan. Kurangnya akses teknologi ke perbankan merupakan salah satu masalah yang menyebabkan kurangnya literasi masyarakat untuk mengikuti perkembangan digitalisasi agar dapat meningkatkan loyalitas pelanggan. Oleh sebab itu, perlunya upaya perbankan untuk mulai mengikuti perkembangan digitalisasi dan memperbaiki kinerjanya agar dapat meningkatkan loyalitas pelanggan dan menarik hati pelanggan sehingga dapat memaksimalkan keuntungannya. Tujuan dari penelitian ini adalah untuk meneliti apakah 1) kepercayaan pelanggan dapat memengaruhi loyalitas pelanggan. 2) kepuasan pelanggan dapat memengaruhi loyalitas pelanggan. 3) pengalaman pelanggan dapat memengaruhi loyalitas pelanggan. 4) kualitas layanan dapat memengaruhi loyalitas pelanggan. Data diperoleh dengan menggunakan metode kuisioner dan dioleh menggunakan Partial Least Square – Structural Equation Modeling (PLS-SEM), sampel dipilih dengan menggunakan metode non-probability sampling pada 140 responden nasabah bank digital di Jakarta dengan teknik convenience sampling. Hasil penelitian ini menunjukkan bahwa kepuasan pelanggan, pengalaman pelanggan, dan kualitas pelanggan memiliki pengaruh signifikan terhadap loyalitas pelanggan, sedangkan kepercayaan pelanggan tidak memiliki pengaruh signifikan terhadap loyalitas pelanggan.

This research is carried out to known factors that affect Warehouse Receipt System performance using Partial Least Square Structural Equation Modeling (PLS-SEM) method. The research was conducted in PT. Tjipinang Jaya Food Station located in Alas Pecah hamlet, Geneng village, Geneng sub-district, Ngawi regency, East Java Province. Sampling method for this research is using Cohen Approach with a total sample of 38 people and farmers as the respondent. PLS-SEM is used to determine the factors that significantly affect the performance of WRS. There are several steps that must be fulfilled to get a good model, there are model evaluation for inner model and outer model, parameter estimation and hypothesis test. The result from the analysis is there are 12 valid in discriminant and convergent and reliable indicators. The inner model evaluation showed that the goodness of model is 40,2% and it was a moderate model with strong effect size for WRS service variable and weak effect size for WRS socialization and government commitment. The model also has good predictive relevance because it has Q-square value above 0 it is 0,160. Based on hypothesis testing of the outer model all 12 valid indicators affected each latent variable. Inner model evaluation showed that factor that significantly affect Warehouse Receipt System performance are Warehouse Receipt System service and Warehouse Receipt System socialization, government commitment does not significantly affect Warehouse Receipt System performance because its hypothesis testing is accepted by the H0.

This study aims to study the effect of customer experience and value on customer loyalty and satisfaction in B2B industry which researchers limitedly discussed. The organization needs to implement customer experience management to create value for customers' purchase intention and win the market competition. One essential key to maintaining customer loyalty is good customer experience management. The elements of customer experience management consist of customer experience, customer value, and purchase intention. The research is cross-sectional quantitative research. An online survey using Google Form was carried out using the purposive sampling technique in 2021 and obtained 85 valid respondents who are corporate customers of a food and beverage manufacturing company located in Tangerang. Respondents were asked 23 closed ended on five scales Likert: strongly disagree to strongly agree. Data were analyzed using PLS-SEM (Partial Least Square – Structural Equation Model. The result shows that customer experience significantly affects customer value, loyalty, and satisfaction. Customer value significantly affects customer loyalty but is not significant to customer satisfaction. 
 Customer experience involves the customer's response to the customer's journey. However, the nature of customer experience is quite complicated; therefore, measurement of customer satisfaction and customer loyalty is used more often. Customer value is related to the company’s product excellence, which has a long-term effect resulting in customer loyalty. Therefore, organizations need to focus on building customer experience management and long-term customer value.

The banking sector continues to face intense competitive pressures in a global economy where customer satisfaction, customer loyalty, and service quality continue to be critical factors. The aim of this study is to examine the relationship between service quality and customer satisfaction and customer loyalty. Additionally, in order to fill the empirical literature gap, the role of social media has been examined as a moderator. 230 retail banking customers from Pakistan were chosen as a representative sample. Using the structured questionnaire, convenient (non-probability) sampling was employed to gather primary data from the target population. A statistical analysis of the collected data was conducted using Structural Equation Modeling - Partial Least Squares (SEM-PLS). The findings of the study revealed that customer loyalty is significantly influenced by service quality and customer satisfaction. Furthermore, social media also influences the correlations between service quality and customer satisfaction with consumer loyalty. This study will provide retail banking management and strategists with various useful insights about how to manage service quality and customer satisfaction in relation to customer loyalty.

The food and beverage industry in Indonesia has experienced growth since the Covid-19 pandemic. The development of restaurants selling spicy noodles in Indonesia is increasing. This development is in line with the increasing interest of Indonesians in consuming spicy noodles. Wizzmie is a spicy noodle restaurant that has a wide variety of food and also has good taste quality at affordable prices. This study aims to analyze the effect of product quality and service quality on repurchase intentions with customer satisfaction as mediation on Wizzmie in Surabaya City. This research is a causal type research that analyzes and determines causal relationships. The population in this study are Wizzmie consumers in Surabaya. The sample in this study were 122 respondents who were taken using a questionnaire via Google Form. Respondent data was processed using the Structural Equation Modeling - Partial Least Square (SEM-PLS) technique which was tested using SmartPLS3 software. The results showed that product quality has an effect on repurchase intention, service quality has no effect on repurchase intention, product quality has an effect on customer satisfaction, service quality has an effect on customer satisfaction, customer satisfaction has an effect on repurchase intention. product quality mediated by customer satisfaction has an effect on repurchase intention, service quality mediated by customer satisfaction has an effect on repurchase intention of consumers at Wizzmie in the city of Surabaya.

The study explores the relationship between corporate social responsibility (CSR), human resource management (HRM), client satisfaction, and business efficiency in Pakistani food and beverage manufacturing SMEs. Despite increasing interest in CSR, its effects on SME performance remain unclear. The research uses partial least squares structural equation modeling (PLS-SEM) to analyze survey data from 75 companies. Results show that CSR has significant positive direct effects on execution, HRM practices, and customer satisfaction. Firm performance strongly influences customer satisfaction, and CSR indirectly affects customer satisfaction. The study provides valuable insights for managers in the food and beverage sector, suggesting that integrating CSR into business strategies can yield tangible benefits. Future research directions include longitudinal studies and broader industry representation.

Importance and performance in PLS-SEM and NCA: Introducing the combined importance-performance map analysis (cIPMA)

<p>Structural equation modeling (SEM) depicts one of the most salient research methods across a variety of disciplines, including educational management. Recent research advocates the use of partial least squares structural equation modeling (PLS-SEM) as an attractive tool in action research. The purpose of this paper is to systematically examine how PLS-SEM has been applied in action research with the aim of investigating the effect of teacher’s leadership styles (transformational and transaction) and student’s motivational factors (intrinsic and extrinsic) on student engagement for implementation of Communicative Language Teaching (CLT) in classrooms as well as explore the mediating role of motivational factors of student between the relationship of teacher’s leadership styles and student engagement. A cross-sectional survey design was used for the study featuring a self-administrated questionnaire among the students of some selected schools in Bangladesh. The transactional leadership style of teachers influences student engagement, intrinsic, and extrinsic motivation while the transformational leadership style of teachers influences the intrinsic and extrinsic motivation of the student. Both motivational factors mediated the relationship between leadership styles and student engagement. This study contributes to the literature by providing teachers with the updated guidelines for action research by using PLS-SEM. The study also suggests the way for increasing student engagement for CLT implementation in classrooms.</p>

The development of the restaurant business is currently very rapid, especially with the emergence of various new businesses with various concepts. In the face of intense competition, restaurants need to understand their weaknesses and develop the right operational strategies and marketing policies to increase customer satisfaction. This study aims to fill the knowledge gap about the role of customer satisfaction on customer loyalty, food quality, service quality and price. The population in this study consisted of Solaria customers in the Tangerang area. While the research sample was taken using purposive sampling technique with a total of 205 respondents. This research is a quantitative study that uses the Structural Equation Model - Partial Least Square (SEM-PLS) method. The results showed that food quality and price positively affect customer loyalty either directly or indirectly through customer satisfaction. Furthermore, service quality has a direct positive effect on customer satisfaction and customer loyalty. Then, customer satisfaction positively affects customer loyalty. And customer satisfaction is not proven to mediate the relationship between service quality and customer loyalty. After conducting research, the author suggests expanding the population of respondents from various regions so that researchers can compare the results between customer areas from various regions.