Understanding the Antecedents to Customer Loyalty by Applying Structural Equation Modeling

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.

Feed certification is released by authorized third parties as external cues indicating that products have met standard quality. However, farmers do not always take certification as the main consideration in product selection because of insufficient knowledge or they are skeptical about certification. This research aims to analyze the effect of feed certification, company image, opinion leader, perceived product quality, customer trust, and satisfaction to layer farmers’ customer loyalty. Respondents were selected by using purposive sampling with the criteria that respondents were layer farmers with experience for at least 1 year and customers of concentrate or ready-made feed. Data were collected by using questionnaire and analyzed with the partial least square. Results show that feed certification influenced perceived product quality with β = 0.127 and p ≤ 0.1; then, company image and opinion leader influenced perceived product quality with, β = 0.690 and β = 0.157 at p ≤ 0.05. Perceived product quality affected customer trust (β = 0.699, p ≤ 0.01) and customer satisfaction (β = 0.689, p ≤ 0.05). Then, customer trust and customer satisfaction positively influenced customer loyalty with β = 0.507, and β = 0.414 at p ≤ 0.01. Research findings indicated that feed certification was considered by layer farmers in feed purchasing behavior. However, company image was played as the most important factor among opinion leader and feed certification. These results implied that besides maintaining company image and the role of opinion leaders, feed mills and authorized institutions still urge to promote the importance of certification as product quality indicator.

The growth of e-retail has expanded to a wide range of product categories. E-retailers compete in a multichannel environment using several social media platforms (SMPs) where their product category and use of SMPs affect potential consumers’ perception of product quality. Although studies have noted the potential of SMPs and differences between SMPs to support consumers in their information collection about products, the effect of different SMPs on consumers’ perception of product quality remains unexplored. Based on a literature review, this research suggests a theoretical framework of the knowledge acquisition process for new consumers evaluating the quality of diverse retail products. Using network and information theory, this study proposes hypotheses to assess the effect of diverse e-retailer’s product categories and different SMPs on consumer’s perception of e-retail product quality for consumers unfamiliar with e-retail brands. After testing these hypotheses using primary data, results partially validate the theoretical framework. Research findings help practitioners to organise their e-retail products display across diverse SMPs and provide insights for scholars of e-retailing and digital media striving to acquire consumers online.

Indomaret plays a very important role in the retail industry in Indonesia, especially in West Jakarta, now a days many consumers choose Indomaret as their main shopping place for their daily needs and are very selective in buying a product. The purpose of this study is to determine the factors that can affect customer loyalty such as product attributes, customer value, customer satisfaction, and customer trust. This research was conducted on 155 respondents in West Jakarta who are Indomaret customers by collecting online questionnaire data conducted in July 2022. Researchers used the structural equation model (SEM) analysis method with SmartPLS software to test this research. The results obtained indicate that product attributes have a positive and significant effect on customer value, product attributes have no significant effect on customer loyalty, customer value has no significant effect on customer loyalty, customer trust has a positive and significant effect on customer loyalty, customer satisfaction has a positive and significant effect on customer loyalty, customer trust has a positive and significant effect on customer satisfaction, customer satisfaction has a positive and significant effect as a partial mediation between customer trust and customer loyalty, customer value has no significant effect between product attributes and customer loyalty so it cannot mediate between these variables.

PurposeThe aim of this research is to determine the price fairness of the social servicescape and the effect of price fairness on customer trust. In this context, first of all, the effect of the social servicescape on price fairness and then the effect of price fairness on customer trust were tested.Design/methodology/approachThe universe of the research consists of people who visit Starbucks coffee stores. In the study, data were collected from 338 people who visited Starbucks coffee stores. The relationships between the variables were analyzed using the Structural Equation Modeling (SEM) Technique.FindingsAs a result of the research, it was concluded that employees, other customers and social crowds, which are from the dimensions of the social servicescape, do not have a significant effect on price fairness, the interaction between employee and customer, which is from the sub-dimensions of the social servicescape, has an effect on customers' perception of price fairness, and price fairness also has an effect on customer trust.Originality/valueThe important point in this research is to determine the effect of the social servicescape on price fairness, which has not been studied in the literature before. Although the effect of physical servicescape on price justice has been investigated, the effect of social servicescape on price justice has not been investigated. When evaluated from this point of view, it is thought that the research will have an important contribution to the literature.

Customer loyalty is crucial for the long-term success of service businesses, particularly in the online transportation industry. It involves customers consistently choosing to use a company's services or products. This research seeks to examine how both pricing and service quality can influence customer loyalty within the online transportation industry by looking at factors like customer trust and satisfaction. The study utilizes a quantitative methodology with a descriptive design. The population in this study were users of K-JEK services whose number was unknown but had used K-Jek transportation services, while the number of samples was 273.25 and rounded up to 280 samples of K-Jek transportation service users. The method of collecting data involved using a survey with a Likert scale. The analysis of the data employed SEM (Structural Equation Modeling) or Structural Equation Model through the SmartPLS software. The outcomes show that Service Quality and Price impact Customer Loyalty through Customer Satisfaction and Trust. High-quality service enhances satisfaction and trust, leading to greater loyalty. Competitive pricing also improves customer perception, fostering stronger trust and retention. The findings confirm that Customer Satisfaction and Customer Trust play a crucial mediating role in strengthening these relationships. This study suggests that online transportation providers should prioritize service quality and fair pricing strategies to enhance customer loyalty. Maintaining high service standards and transparent pricing can improve customer satisfaction and trust, ultimately securing long-term success.

The current research intends to examine the effect of Corporate Social Responsibility (CSR), customer satisfaction, and customer trust on customer loyalty in the services sector of Pakistan. This research is quantitative in nature and utilized a survey method for collecting data. Moreover, the population of this study is those individuals who are using Telecom services in Pakistan. This research used a convenient sampling technique. The completed and usable questionnaires were 212. Moreover, SPSS software was utilized for data analysis. For instance, frequencies, standard deviation, and mean for each understudy variables were analysed using SPSS software. In addition, this research also conducted correlation and regression analysis. Results show that a (i) positive and significant association exists between corporate social responsibility and customer satisfaction, (ii) positive and significant relationship exists between customer satisfaction and customer loyalty, (iii) positive and significant association exists between customer trust and customer loyalty. Hence, the findings of this research significantly contribute towards the existing body of knowledge related to the concept of CSR, customer's satisfaction, trust, and loyalty. Thus, offering essential implications for policymakers, specifically for the Telecom sector of Pakistan. Finally, research limitations and suggestions for further studies are also highlighted.

This study aims to determine the mediating role of customer satisfaction in the relationship between customer trust and customer experience on customer loyalty in Grab transportation in Pekanbaru. The variables of this study include customer trust, customer experience, customer satisfaction, and customer loyalty. This research was conducted in Pekanbaru City. Data were collected through a questionnaire method which was filled independently of 400 respondents using the census / questionnaire method then analyzed by Structural Equation Modeling (SEM) with the help of SPSS 26.0 and Smart PLS 3.2.9. The results of the analysis prove (1) Customer Trust has a positive and significant effect on Customer Satisfaction, (2) Customer Experience has a positive and significant effect on Customer Satisfaction, (3) Customer Satisfaction has a positive and significant effect on Customer Loyalty, (4) Customer Trust has no effect and not significant to Customer Loyalty, (5) Customer Experience has a positive and significant effect on Customer Loyalty, (6) Customer Trust has a positive and significant effect on Customer Loyalty through the Customer Satisfaction variable, (7) Customer Experience has a positive and significant effect on Customer Loyalty through variables Customer satisfaction.

This research is aimed at analyzing the effect of consumers’ ethnocentrism on the perception of product quality and buying intention of ayam taliwang (a case study on Rumah Makan Taliwang I Cakranegara). This is quantitative study. The population are individual and community who already know the ayam taliwang product in Mataram. The sampel were 100 respondents selected through accidental sampling and analyzed using structural equation modeling (SEM). The research showed that cosumers’ etnosentrism had significant effect on the buying intention of ayam taliwang in Rumah Makan Taliwang I Cakranegara. The consumers’ etnosentrism had also effect on the perception of product quality which means that the more positive of consumers ethnocentrism the better the perception of product quality of ayam taliwang. Perception of product quality moderated the correlation between consumers’ ethnosentrism and buying intention, which means that the higher the perception of product quality, the stronger the correlation between consumers’ etnosentrism and buying intention. This research implied theoretically and managerially in the context of product of ayam taliwang in Rumah Makan Taliwang I Cakranegara. Keywords : consumers’ ethnosentrism, perception of product quality and buying intention.

The purpose of this research is to determine the influence of trust, perceived value, perceived price fairness, and customer satisfaction on customer loyalty to environmentally friendly hair care products. The research method uses a quantitative research design by distributing questionnaires. A total of 254 respondents were sampled using purposive sampling technique. The research objects in this study were respondents aged 18-60 years in DKI Jakarta and had purchased environmentally friendly hair care products at least three times in the last year. This research uses SPSS version 26 software and SEM (Structural Equation Model) from AMOS software to analyze and process research data. The research results show that: first, trust, perceived value, and perceived price fairness have a positive and significant effect on customer satisfaction. Second, trust, perceived value, and customer satisfaction have a positive and significant effect on customer loyalty. Third, perceived price fairness has no influence on customer loyalty.

The concept of multiple discounts refers to the situation when two or more discounts are combined together resulting in a discount larger than any of the individual discounts. Despite the increasing popularity of this practice in the marketplace, past research provides little evidence about the relative effectiveness of such discounts. For instance, compared to single discounts, offers using multiple-discounts generally require more cognitive effort by consumers to process price information. This research presents a conceptualization that explains the effect of multiple discounts on consumers' evaluation of discount offers by examining the economic, informational, and affective dimensions of such discounts. A set of hypotheses were developed regarding multiple discounts' effect on consumers' perception of savings and product quality, compared to an economically equivalent single discount. Two experimental studies investigated the way that double discounts affect product evaluations. Participants who encounter price information along with discount(s) information evaluated perception of savings, product quality, monetary sacrifice, and value. The following are some major findings:1. The product's price level may motivate different evaluation processes of the double discounts. Specifically, participants seemed to rely more on the anchoring-andadjustment heuristic when the price level is high, which results in lower perceptions of savings with double discounts than with a single discount. When the price level is low, participants process the double discounts information more thoroughly and hence no difference on perceptions of savings was found between a single discount and double discounts.2. Double discounts interrupt the price-perceived quality linkage by making the price information more complex and harder to process. In contrast, a single discount still maintains a positive relationship between price and perception of product quality. Therefore, a high price point led to higher perceptions of product quality than a low price point.3. Emotional reactions partially mediated the effect of discount format on perceptions of savings, especially for hedonic products. Double discounts created lower positive emotions than a single discount, which led to lower perceptions of savings.

This study aims to examine and analyze the role of Relationship Marketing, Customer Satisfaction, and Customer Trust in Customer Loyalty for Bank Guarantee customers at PT Bank Mandiri (Persero) Tbk. Respondents used in this study amounted to 57 respondents who are customers of Account Officers at PT Bank Mandiri (Persero) Tbk. Data collection was carried out using an online questionnaire using Google Forms. Structural Equation Modeling is used in the analysis and uses SmartPLS 3.0 in the data processing. The results of the study explain that Customer Trust is the most dominant variable affecting Customer Loyalty for Bank Guarantee customers at PT Bank Mandiri (Persero) Tbk. Apart from Customer Trust, Customer Satisfaction is also proven to influence Customer Loyalty. Furthermore, Relationship Marketing is proven to affect Customer Trust and Customer Satisfaction. However, the test results found that Relationship Marketing did not affect Customer Loyalty. The results of the research can be used as a basis for making policies related to loyalty to bank guarantees.

Companies not only need to make high-quality products in the era of globalization and increasingly fierce competition, but also need to know how consumers' perception of product quality affects their decision to remain loyal to the brand. This is especially true for local brands such as Fres & Natural, where consumer perception of product quality is crucial to building a loyal customer base, especially those who live in the area. In the perfume industry, this study found that many people do not know about how perceived product quality affects customer loyalty. The results of the analysis show that positive perceptions of product quality, such as aroma, durability, and packaging design, have a significant effect on customer loyalty. This study uses a descriptive correlational method with data collection through a Likert scale-based questionnaire. In addition, consumers who are satisfied with product quality tend to buy the product again and suggest others to buy. The results suggest that companies should continue to improve product quality and conduct regular brand performance evaluations to maintain customer loyalty.

This study aims to analyze the influence of customer satisfaction on customer loyalty in Citilink Indonesia airline, with customer trust as a mediator variable. The research method employed a quantitative approach with a sample size of 150 respondents gathered through a survey questionnaire distributed to Citilink Indonesia passengers. The study focused on three main variables: customer satisfaction, customer trust, and customer loyalty. Data analysis utilized regression techniques to assess the relationship between customer satisfaction and customer loyalty, as well as the mediating role of customer trust in this relationship. The research findings indicate that customer satisfaction significantly and positively influences customer loyalty. Moreover, customer trust has been proven effective in mediating the relationship between customer satisfaction and customer loyalty.

The purpose of this study is to see how perceptions of price and product quality impact customer satisfaction and customer loyalty. at Dimsum Uma Yum Cha.. This research uses quantitative methodology with purposive sampling technique and the sample taken was 171 respondents. Data was collected through questionnaires and tested using validity, reliability, and hypothesis testing analysis to determine the independent variables (product quality and price perception) as the dependent variable (customer loyalty) with customer satisfaction as the mediating variable. The impact is assessed from the research results which show that product quality and price perception have a significant influence on customer satisfaction. In addition, customer satisfaction also has a significant influence on customer loyalty. This can increase customer satisfaction by maintaining product quality and reasonable price perceptions, which in turn has an impact on Uma Yum Cha's customer loyalty even in the midst of intense competition, that's the proof