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All Journal International Journal of Supply Chain Management Management and Applied Social Studies Review
Sadiartha, Anak Agung Ngurah Gede
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Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Engineering Environmental Science Industrial & Manufacturing Engineering Social Sciences Transportation

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The Supply Chain Management on Customer Bonding towards Customer Relationship Management in Mediating Dominant of Customer Value in the Village Credit Institution of Bali Province, Indonesia Sadiartha, Anak Agung Ngurah Gede
International Journal of Supply Chain Management Vol 9, No 5 (2020): International Journal of Supply Chain Management (IJSCM)
Publisher : ExcelingTech

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.59160/ijscm.v9i5.4235

Abstract

Nowadays, business competition is very competitive, like in financial services business, including banks, Village Credit Institution and other financial service business must always try to meet customer satisfaction. From empirical test result, it is obtained that significance level of research for customer value variable significantly impactd customer retention of 0,000 0.05, so H1 is accepted. Customer value has a significant impact on customer retention in the Village Credit Institution. From the empirical test result, it is obtained that significance level of customer value on Customer relationship management is 0,000 0.05, so H2 is accepted. The customer value significantly impacts Customer relationship management in the Village Credit Institution. From empirical test, it is obtained the level of research significance for the variable Customer relationship management to customer retention of 0.023 0.05, so H3 is accepted. Customer relationship management has a significant impact on customer retention in the in the Village Credit Institution. From empirical test, it is obtained that the Zcount (30.8) Z table (1.96) so Customer relationship management can mediate the relationship between customer value and customer retention. Thus, H4 is accepted
Analysis of Servqual and Demographic Aspects on Repurchase Intention Mediated by Customer Satisfaction of Ngaben Services at Hindu Crematoriums Utama, Merta; Wimba, I Gusti Ayu; Sadiartha, Anak Agung Ngurah Gede
Management and Applied Social Studies Review Vol. 2 No. 2 (2024): Management and Applied Social Studies Review (MASSIV)
Publisher : UNHI Press

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.32795/massiv.v2i2.7003

Abstract

Purpose - This study aims to analyse the influence of service quality and demographic aspects on repurchase intention, mediated by customer satisfaction, in Hindu crematorium services. Methodology - The population of this study consisted of users of ngaben (Balinese cremation) service at Hindu crematorium. Samples were selected using simple random sampling. A questionnaire was distributed to 100 respondents. Data analysis method include descriptive analysis and inferential analysis using Structural Equation Model – Partial Least Square (SEM-PLS). Findings - The results shows that service quality and demographic aspects have positive and significant influence on customer satisfaction. Service quality and demographic aspects also have a positive and significant influence on repurchase intention. Customer satisfaction partially mediates the influence of service quality and demographic aspects toward repurchase intention. Originality – integrating service quality, demographic aspects, customer satisfaction and repurchase intention into a single study is rarely adopted research. This research can explain how demographic aspects (such as income and current residence) influence decision regarding ngaben at Hindu crematorium.
Co-Authors I Gusti Ayu Wimba Utama, Merta