Measuring Direct Association Between Customer Satisfaction And Customer Retention Among Generation Y

2018 ◽  
Author(s):  
Zuraini Abdullah Zawawi
Keyword(s):  
Customer Satisfaction ◽  
Generation Y ◽  
Customer Retention ◽  
Direct Association

Pengaruh Kualitas Produk, Kepuasan Pelanggan, Hambatan Beralih Dan Kepercayaan Merek Terhadap Retensi Pelanggan Wardah Kosmetik Di Kabupaten Klaten

2020 ◽  
Vol 17 (2) ◽  
Author(s):  
Amelia Galuh Werdaningrum ◽  
Faizal Ardiyanto
Keyword(s):  
Linear Regression ◽  
Customer Satisfaction ◽  
Multiple Linear Regression ◽  
Product Quality ◽  
Sampling Method ◽  
Customer Retention ◽  
Sampling Technique ◽  
Brand Trust ◽  
Probability Sampling ◽  
Switching Barriers

This research aims to determine the effect of product quality, customer satisfaction, switching barriers, and brand trust on customer retention. The sample in this research was 116 respondents of Wardah Cosmetics customers from Klaten Regency. This research used one of non probability sampling technique which is purposive sampling method. This study is also using multiple linear regression to analyze the collected data. The results in this research are product quality, customer satisfaction, switching barriers, and brand influence customer retention both partially and simultaneously.

How Image Congruity and Satisfaction Impact Customer Retention at Luxury Restaurants: A Moderated Mediation Framework

2018 ◽  
Vol 46 (6) ◽  
pp. 891-904 ◽  
Author(s):  
Heesup Han ◽  
Wansoo Kim ◽  
Sanghyeop Lee ◽  
Hye-Ran Kim
Keyword(s):  
Customer Satisfaction ◽  
Structural Model ◽  
Customer Retention ◽  
Measurement Model ◽  
Restaurant Industry ◽  
Model Assessment ◽  
Product Consumption ◽  
Relationship Of ◽  
The Impact ◽  
The Relationship

We investigated the impact of customers' image congruity and their satisfaction on customer retention at luxury restaurants. We examined the conspicuousness of product consumption as the moderator in the relationship of image congruity and customer satisfaction. Our assessment of the measurement model revealed acceptable levels of reliability and construct validity. Our findings from the structural model assessment indicated that both image congruity and customer satisfaction exerted an influence on customer retention that was sufficiently significant to explain the total variance in retention. In addition, results showed that customer satisfaction was prominent in determining retention, acting as a significant mediator. Conspicuousness of product consumption was a significant moderator of the relationship between image congruity and customer satisfaction. Overall, our findings offer researchers and practitioners in the luxury restaurant industry valuable information regarding customer retention.

scholarly journals THE ANTECEDENT OF CUSTOMER SATISFACTION

2020 ◽  
Author(s):  
Andala Rama Putra Barusman ◽  
Evelin Putri Rulian ◽  
Susanto Susanto
Keyword(s):  
Customer Satisfaction ◽  
Structural Equation Model ◽  
Customer Relationship Management ◽  
Structural Equation ◽  
Hospitality Industry ◽  
Relationship Management ◽  
Customer Retention ◽  
Equation Model ◽  
Customer Relationship

Taking a case study of tourism as hospitality industry in Lampung Province in Indonesia, we analyze the antecedent of customer satisfaction and its impact on customer retention. Using Structural Equation Model (SEM), we find that customer relationship management has a significant impact on service quality, customer satisfaction and customer retention.

scholarly journals The Antecedent of Customer Satisfaction and Its Impact on Customer Retention in Tourism as Hospitality Industry

2020 ◽  
Author(s):  
Andala Rama Putra Barusman ◽  
Evelin Putri Rulian ◽  
Susanto Susanto
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Structural Equation ◽  
Hospitality Industry ◽  
Customer Retention ◽  
Equation Model ◽  
Customer Relationship ◽  
Global Changes ◽  
The Government ◽  
The Impact

Taking a case study of tourism as hospitality industry in Lampung Province in Indonesia, we analyze the antecedent of customer satisfaction and its impact on customer retention. Using Structural Equation Model (SEM), we find that customer relationship management has a significant impact on service quality, customer satisfaction and customer retention. Moreover, the impact of service quality on customer satisfaction and the one of customer satisfaction on customer retention are also significant. Relying on the findings, we recommend some strategies for the government of Lampung Province, e.g. training local people to behave more friendly in welcoming domestic or international tourists, fixing all lodging facilities, creating more souvenirs with Lampung’s ornaments and developing management system adopting global changes in technology, communication and trend.

scholarly journals The effect of promotion, quality of service and security on customer retention mediated by customer satisfaction on OVO application

2021 ◽  
Vol 21 ◽  
pp. 620-634
Author(s):  
Vicktor Samuel Samosir ◽  
Didik J. Rachbini ◽  
Endi Rekarti
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Retention

The purpose of this study is to find out and analyze how and how much the significance of promotion, service quality, security to customer satisfaction has implications for customer retention. This research was conducted with a census of 100 respondents. The objective of this research is to empirically prove the variables of promotion, service quality, security, on customer satisfaction in choosing the OVO application, and then have implications for customer retention. This study will also analyze the effect of promotion, service quality, security on customer retention. The results showed that the variable conditions of promotion, service quality, security, had an impact on customer satisfaction in the good category, as well as the effect of promotion, service quality,

An Instrument to Assess Customer Perceptions of Service Quality and Satisfaction in Campus Recreation Programs

2007 ◽  
Vol 31 (1) ◽  
pp. 34-42 ◽  
Author(s):  
Yong Jae Ko ◽  
Donna L. Pastore
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Retention ◽  
Campus Recreation ◽  
Competitive Sport ◽  
Sport Organizations ◽  
Customer Perceptions ◽  
Effective Strategies ◽  
Recreation Programs

To remain competitive, sport organizations are focusing more on customer retention through improved service quality and customer satisfaction. The purpose of this article is to present an instrument which can be used by campus recreation programs to determine service quality and customer satisfaction. The instrument consists of 49 service quality items and 4 satisfaction items and will assist managers of campus recreation programs in developing effective strategies to improve the quality of their services.

Competency of Human Resources and Customer Trust on Customer Satisfaction and Its Consequence on Customer Retention in the Hospitality Industry North Sumatra

2020 ◽  
Vol 11 (6) ◽  
pp. 1515
Author(s):  
Yohny ANWAR ◽  
Kiki Farida FERINE ◽  
Nikous Soter SIHOMBING
Keyword(s):  
Customer Satisfaction ◽  
Human Resources ◽  
Human Resource ◽  
Hospitality Industry ◽  
Customer Retention ◽  
The North ◽  
Customer Trust ◽  
North Sumatra

This research was carried out by of the hospitality industry in North Sumatra. The object of this research is human resource competency, customer trust, customer satisfaction and customer retention in the North Sumatra hospitality industry. The Outcome of this study indicates that human resource competence, customer trust, customer satisfaction and customer retention in the hospitality industry in North Sumatra, Indonesia is relatively good. Human resource competency has an Consequence on customer satisfaction. Customer trust Consequences customer satisfaction. Human resource competency has a Consequence on customer retention. Customer trust has a significant Consequence on customer retention. In addition, there is a Consequence of customer satisfaction on customer retention and there are direct and indirect Consequences of human resource competence and customer confidence in customer satisfaction as well as a Consequence on customer retention of the hospitality industry in North Sumatra.

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