Analysis The Effect of Water Quality and Service Quality on Consumer Loyalty
DOI:
https://doi.org/10.56882/jisem.v4i1.46Keywords:
Consumer Loyalty, Structural Equation Modeling, Water QualityAbstract
Sustainability of water supply services hold contributes to human well-being with individual preferences. So, there is need to assess for the public from various levels of water services in an effort to ensure water provision with the aim of achieving customer satisfaction in its use so that it can build their own loyalty. So therefore, this study was conducted to determine how water quality and service effect consumer loyalty using the Structural Equation Modeling (SEM) by looking for variables that influence quality and success in achieving user loyalty by forming a diagram of the relationship between variables and indicators, confirmatory analysis factors for exogenous and endogenous variables in the initial model, data normality tests and outlier evaluations. The model fit test in this study uses several criteria, including Chi Square, GFI, TLI, CLI, AGFI and RMSEA. Based on the results of this study, it shows that (1) the variable (CS) Consumer Satisfaction value of 0.768, meaning that the variable (CS) Consumer Satisfaction can be explained by (WQ) Water Quality (SQ) Service Quality with a percentage value of 76.8% while 24.2% can be explained by other variables not examined in this study. (2) not all antecendent variables have a significant influence on the consequent variables. Also, not all hypotheses are accepted. All antecedent variables cannot explain the consequent variables because the R2 value is less than 0.5.
References
S. Abolli, M. A. Nasab, K. Yaghmaeian, and M. Alimohammadi, “Determination the effects of physico-chemical parameters on groundwater status by water quality index (WQI),” Desalination Water Treat, vol. 269, pp. 84–92, Sep. 2022, doi: 10.5004/dwt.2022.28755.
S. Dilmi, “A combined water quality classification model based on kernel principal component analysis and machine learning techniques,” Desalination Water Treat, vol. 279, pp. 61–67, Dec. 2022, doi: 10.5004/dwt.2022.29069.
D.-W. Ha et al., “Comparative study of water quality evaluation methods in the mid- and down-stream unit basins of the Yeongsan River,” Desalination Water Treat, vol. 274, pp. 60–75, Oct. 2022, doi: 10.5004/dwt.2022.28886.
R. Khalil and N. Mahmoud, “Assessment of drinking water quality at public schools at Jenin Directorate of Education, Palestine,” Desalination Water Treat, vol. 275, pp. 196–206, Nov. 2022, doi: 10.5004/dwt.2022.28874.
H. S. Çadraku, F. Laha, F. Gashi, and O. Fetoshi, “Groundwater quality assessment using the water quality index: case study in the north-western part of Drini i Bardhë River basin, Kosovo,” Journal of Environmental Engineering and Science, vol. 18, no. 2, pp. 81–93, Apr. 2023, doi: 10.1680/jenes.22.00035.
A. Majid et al., “Gambaran Penyediaan Air Bersih Pdam Kota Makassar Tahun 2015.”
B. E. W. Asrul and S. Zuhriyah, “Sistem Pendukung Keputusan Pendistribusian Air Bersih Menggunakan Mobil Tangki pada PDAM Kota Makassar dengan Menggunakan Metode TOPSIS,” J. Teknol. Inf. dan Ilmu Komput, vol. 8, no. 1, p. 35, 2021.
H. Naderi, A. H. Javid, S. M. Borghei, and M. Eslamizadeh, “Investigation of short-time artificial aeration on water quality parameters and phytoplankton structure: a case study ‘Mamloo Reservoir,’” Desalination Water Treat, vol. 254, pp. 217–228, Apr. 2022, doi: 10.5004/dwt.2022.28188.
H. M. A. Alssgeer et al., “Spatial and temporal variations of river water quality using multivariate statistical techniques,” Desalination Water Treat, vol. 269, pp. 106–122, Sep. 2022, doi: 10.5004/dwt.2022.28677.
M. G. Nassif and A. S. Amer, “Applying various indices to evaluate the effects of fertilizer discharges on zooplankton biodiversity and water quality of Ismailia Canal, Egypt,” Egypt J Aquat Res, vol. 49, no. 4, pp. 507–512, Dec. 2023, doi: 10.1016/j.ejar.2023.11.001.
I. Wiewiórska, M. Lobur, M. Vovk, A. Makara, and Z. Kowalski, “Analysis of the impact of changes in surface water quality on the dynamics of treatment processes in drinking water treatment technological systems,” Desalination Water Treat, vol. 315, pp. 1–12, Dec. 2023, doi: 10.5004/dwt.2023.30053.
X. Li et al., “Surface water environmental carrying capacity and surface water quality based on economy-society-environment nexus – Evidence from China,” Water-Energy Nexus, vol. 6, pp. 231–243, Dec. 2023, doi: 10.1016/j.wen.2023.11.003.
Y. Wu, X. Gao, and Y. Li, “Application of inductively coupled plasma optical emission spectrometer in water quality monitoring,” Desalination Water Treat, vol. 314, pp. 314–321, Dec. 2023, doi: 10.5004/dwt.2023.30036.
J. A. López-Martínez, E. Gutiérrez-Segura, M. Solache-Rios, V. F. P. Salazar, G. F.-M. de Oca, and C. Rodríguez-Soto, “Assessment of water quality indices for human consumption and their comparison,” Desalination Water Treat, vol. 311, pp. 26–33, Nov. 2023, doi: 10.5004/dwt.2023.29994.
R. Kausher, A. Kr. Sinha, and R. Singh, “Chemometric appraisal of groundwater and surface water quality for domestic, irrigation and industrial purposes in the coal mining province of Mahan River catchment area,” Desalination Water Treat, vol. 311, pp. 10–25, Nov. 2023, doi: 10.5004/dwt.2023.29971.
R. Cosío-Guirado et al., “Diagnosis of late-life depression using structural equation modeling and dynamic effective connectivity during resting fMRI,” J Affect Disord, vol. 318, pp. 246–254, Dec. 2022, doi: 10.1016/j.jad.2022.09.010.
J. C. Hurley, “How to apply structural equation modelling to infectious diseases concepts,” Clinical Microbiology and Infection, vol. 28, no. 12, pp. 1567–1571, Dec. 2022, doi: 10.1016/j.cmi.2022.05.028.
J. Yan, X. Zhou, and Y. Ji, “What Causes Curbside Illegal Parking Behavior: A Method Based on Structural Equation Model,” KSCE Journal of Civil Engineering, vol. 27, no. 8, pp. 3581–3590, Aug. 2023, doi: 10.1007/s12205-023-0048-6.
Downloads
Published
How to Cite
Issue
Section
License
Copyright (c) 2025 Journal of Industrial System Engineering and Management
This work is licensed under a Creative Commons Attribution 4.0 International License.
