A study on relationship between relational benefits and customer value, switching barrier, customer retention in hotel service

2009 ◽  
Vol 10 (3) ◽  
pp. 131-150
Author(s):  
김재홍 ◽  
Dongchoon Choi ◽  
Sungjoon Yoon
Keyword(s):  
Customer Value ◽  
Customer Retention ◽  
Relational Benefits ◽  
Hotel Service

scholarly journals OPTIMALISASI MEMBANGUN BRAND IMAGE TERHADAP CUSTOMER LOYALTY MELALUI CUSTOMER VALUE DAN CUSTOMER RETENTION SEBAGAI VARIABEL INTERVENING

2020 ◽  
Vol 26 (1) ◽  
pp. 268-279
Author(s):  
Ratih Amelia ◽  
Selfitrida Ayani
Keyword(s):  
Customer Loyalty ◽  
Customer Value ◽  
Brand Image ◽  
Customer Retention ◽  
Probability Sampling

Perguruan tinggi swasta pada saat sekarang ini terus dituntut untuk terus melakukan upaya perbaikan baik yang terjadi secara internal dan ekternal. Belum terkenalnya citra kampus menyebabkan perguruan tinggi akan sangat sulit bersaing. Hal inilah yang sering terjadi pada Politeknik Unggul LP3M. Dimana persepsi orang masih menggap kuliah harus di Universitas, Sekolah Tinggi dan Akademi. Kemudian selama ini istilah Politeknik masih asing dibenak orang banyak. Salah satu upaya yang dilakukan manajemen Politeknik Unggul LP3M yaitu dengan memaksimalkan program penerimaan mahasiswa baru melalui pemberian reward atau lebih dikenal dengan istilah member get member (MGM). Fokus utama dalam penelitian ini yaitu untuk menganalisis secara langsung 1) brand image terhadap customer value, 2) menganalisis brand image terhadap customer retention. Selanjutnya menganalisis secara tidak langsung 1) brand image terhadap customer loyalty melalui customer value 4) brand image terhadap customer loyalty melalui customer retention. Pendekatan penelitian ini yaitu analisis jalur. Populasi dalam penelitian ini mahasiswa aktif pada tahun ajaran 2018/2019 pada kampus Politeknik Unggul LP3M yang terdiri dari 5 program studi yang berjumlah 316. Sedangkan metode penentuan sampel dengan non probability sampling yaitu dengan cara accidental sampling. Dimana peneliti mengambil 250 mahasiswa aktif untuk dijadikan sampel. Pengumpulan data menggunakan kuesioner dengan skala likert.Hasil penelitian menunjukkan bahwa secara langsung 1) brand image berpengaruh signifikan terhahadap customer value, 2) brand image berpengaruh signifikan terhahadap customer retention. Sedangkan secara tidak langsung 3) brand image tidak berpengaruh signifikan terhahadap customer loyalty melalui customer value, 4) brand image berpengaruh signifikan terhahadap customer loyalty melalui customer retention.Kata Kunci: Brand Image, Value, Retention, Loyalty

Identifying and ranking the effective factors on customer values

2014 ◽  
Vol 7 (1) ◽  
pp. 57-74 ◽  
Author(s):  
Mahsa Ghandehary ◽  
Hojjat Harati ◽  
Javad Khazaei Pool
Keyword(s):  
Customer Value ◽  
Banking Industry ◽  
Time Factors ◽  
Analytic Hierarchy ◽  
Content Type ◽  
Factors Affecting ◽  
Effective Factors ◽  
Factors Influencing ◽  
Relational Benefits ◽  
Customer Values

Purpose – The purpose of this study is to identify and rank the effective factors on customer values from the perspective of banking customers. Design/methodology/approach – This study is a practical and descriptive survey. In order to rank the factors affecting customer values, a fuzzy analytical hierarchical process has been used. The data were gathered through Delphi method and questionnaires. Findings – The results of this study indicate that the factors affecting customer values include costs, relational benefits, brand perceptions, and services quality. These factors influence customer values, respectively. The results also indicate that financial costs among costs, operational benefit among relational benefits, trust in employee behavior in customer brand perceptions, and finally confidence in service quality dimensions have the highest priority. Research limitations/implications – The proposed model and research findings will greatly help researchers and practitioners understand the factors influencing customer value using a fuzzy analytic hierarchy process (FAHP) in the banking industry. Originality/value – In this study, for the first time, factors influencing customer value are studied by using a FAHP in the banking industry. The use of this method in this study has a certain authenticity.

scholarly journals BO Strategy and RK Model Combined Together: Worth for Customers

2019 ◽  
Vol 8 (4) ◽  
pp. 4761-4767
Keyword(s):  
Customer Value ◽  
Customer Retention ◽  
Research Paper ◽  
Combined Model

The organizations not only required to satisfy its customers but also required to satisfy all its customers. For this, organizations will receive value from all its customers. So a new category of customer value comes up in picture i.e. ‘creative Value’. This research paper shows the thoughts inbuilt in RK Model and its relation with the BO Strategy. A combined model of ‘Value with Creativity’ is made and uses this model to enhance customer retention and customer value. The combined model is proposed by combining the BO Strategy, Fuzzy SERVQUAL, and RK Model.

scholarly journals Analisis Balanced Scorecard Pada Bank X

2018 ◽  
Author(s):  
Andris Setiawan
Keyword(s):  
Error Rate ◽  
Balanced Scorecard ◽  
Customer Value ◽  
Employee Retention ◽  
Employee Training ◽  
Customer Retention ◽  
Customer Acquisition ◽  
Value Proposition ◽  
Employee Absenteeism ◽  
Customer Value Proposition

Penelitian ini merupakan penelitian deskriptif pada Bank X dengan judul “Analisis Balanced Scorecard pada Bank X”. Tujuan penelitian ini adalah untuk menilai kinerja Bank X jika diukur dengan Balanced Scorecard. Sedangkan data yang digunakan untuk penilaian ini adalah data primer dan data sekunder. Data primer adalah data yang diperoleh dari wawancara sedangkan data sekunder adalah data yang berupa laporan keuangan seperti neraca, laporan laba-rugi, dan data lain yaitu data nasabah dan data karyawan. Balanced Scorecard merupakan salah satu metode pengukuran kinerja yang memperhatikan aspek keuangan dan non-keuangan yang terdiri atas empat perspektif, yaitu: perspektif proses pembelajaran dan pertumbuhan, perspektif proses bisnis internal, perspektif pelanggan, dan perspektif keuangan. Adapun teknik analisis yang digunakan untuk mengkaji kinerja perusahaan adalah dengan Balanced Scorecard, untuk perspektif proses pembelajaran dan pertumbuhan menggunakan indikator employee retention, employee training, dan employee absenteeism. Untuk perspektif proses bisnis internal menggunakan indikator MERR (Minimized Error Rate and Re-work). Untuk perspektif pelanggan mengunakan indikator Customer Core Measurement, terdiri dari Customer Retention, Customer Acquisition, Customer Complain, dan Customer Value Proposition. Sedangkan untuk perspektif keuangan menggunakan Rasio CAMEL yang terdiri atas aspek permodalan, aspek kualitas, aktiva produktif, aspek manajemen resiko, aspek rentabilitas dan aspek likuiditas. Berdasarkan analisis yang telah dilakukan menunjukkan bahwa kinerja perusahaan adalah cukup baik. Dari perspektif proses pembelajaran dan pertumbuhan serta proses bisnis internal menunjukkan kinerja yang baik. Untuk perspektif pelanggan, menunjukkan kinerja yang cukup baik. Hal ini terlihat dari Customer Retention dan Customer Acquisition yang cenderung menurun. Sedangkan untuk perspektif keuangan menunjukkan kinerja yang kurang sehat. Hal ini terlihat dari nilai kredit yang dicapai termasuk dalam predikat kurang sehat. Berdasarkan kesimpulan di atas, penulis dapat memberi saran bahwa sebaikanya Bank X dalam mengukur kinerjanya menggunakan Balanced Scorecard, karena perusahaan dapat mengukur kinerja perusahaan berdasarkan aspek keuangan dan non-keuangan, sehingga dapat dilakukan perbaikan secara berkesinambungan dalam mewujudkan visi dan misi perusahaan serta memudahkan pihak manajemen dalam menyusun program jangka pendek dan jangka panjang.

How do international tourists perceive hotel quality?

2014 ◽  
Vol 26 (3) ◽  
pp. 470-495 ◽  
Author(s):  
Ibrahim Taylan Dortyol ◽  
Inci Varinli ◽  
Olgun Kitapci
Keyword(s):  
Service Quality ◽  
Customer Value ◽  
Content Type ◽  
Turkish Culture ◽  
Hotel Service ◽  
Quality Dimensions ◽  
Service Quality Dimensions ◽  
Quality And Reliability ◽  
Hotel Service Quality ◽  
Hotel Managers

Purpose – The aim of this paper is to identify tourists' perceptions of services provided by hotels in Antalya/Turkey and to explore hotel service quality dimensions. Specifically, the objectives are as follows: to identify the dimensions of hotel service quality, and to determine the relative impact of those dimensions on customer satisfaction levels, on customer value and on customers' intentions to recommend or revisit a hotel. Design/methodology/approach – The present study uses the framework which originally appeared in Juwaheer's study investigating international tourists' perceptions of hotels in Mauritius. In this framework ten hotel service quality dimensions were defined by factor analysis and then the most important dimensions for each component were determined using stepwise regression analysis. Findings – Of the ten hotel service quality dimensions, “tangibles” and “food quality and reliability” influence the customer satisfaction level the most. Customer value is explained by five dimensions which generate 37.8 percent of the variance. “Hotel employees and problem solving”, “transportation”, “food quality and reliability”, “climate and hygiene”, “level of price”, “tangibles”, “interaction with Turkish culture” and “friendly, courteous and helpful employees” are the main dimensions which affect whether a guest will recommend a hotel. “Tangibles”, “interaction with Turkish culture”, and “level of price” are seen as the most influential dimensions in terms of customers' intentions to revisit a hotel. Research limitations/implications – The basic limitation of the study is the unexplained variance, which is the result of the regression analysis. Therefore, future research should aim to determine the factors explaining that variance. Practical implications – In light of these findings, hotel managers in Antalya can better understand their guests' priorities and consequently, they can arrange their service encounter process accordingly to fulfill these priorities. Originality/value – This study presents potentially valuable information for hotel managers in Antalya with regards to understanding customer value and satisfaction, which are the key elements in terms of guests revisiting a hotel and recommending it to others. As providing an opportunity for a comparative study of service quality searches, this study contributes to the field.

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