Structural Relationship Among Experiences of Eco-Cultural Tour Service, Brand Relationship, and Customer Loyalty

Abstract: This study aims to determine the effect of distribution variables, after sales service, brand image and brand fanaticism on customer loyalty of Toyota brand cars with customer satisfaction as an intervening variable. This research is a correlational research with the population is all people who own and use Toyota cars that qualify the requirements of the respondents. The sample in this study were 100 respondents. The results show that (1). Simultaneous distribution variables, after sales service, brand image and brand fanaticism have a significant effect on customer satisfaction and customer loyalty. (2). Partially the Distribution and Brand Image variables have no significant effect on Customer Loyalty, While After Sales Service, Brand Fanaticism and Customer Satisfaction variables have a significant influence on Customer Loyalty Keywords: distribution, after sales service, brand image, brand fanaticism, customer loyalty Abstrak: Penelitian ini bertujuan untuk mengetahui pengaruh variabel Distribusi, Layanan Purna Jual, Citra Merek dan Fanatisme Merek terhadap Loyalitas Pelanggan mobil merek Toyota dengan Kepuasan Pelanggan sebagai variabel Intervening. Penelitian ini merupakan penelitian korelasional dengan populasi adalah seluruh masyarakat yang memiliki dan menggunakan mobil Toyota yang memenuhi syarat sebabagai responden. Sampel dalam penelitian ini adalah 100 responden. Hasil penelitian menunjukkan bahwa (1). Seacara simultan variabel Distribusi, Layanan Purna Jual, Citra Merek dan Fanatisme Merek berpengaruh signifikan terhadap Kepuasan Pelanggan dan Loyalitas Pelanggan. (2). Secara parsial variabel Distribusi dan Citra Merek tidak berpengaruh signifikan terhadap Loyalitas Pelanggan, Sedangkan variabel Layanan Purna Jual, Fanatisme Merek dan Kepuasan Pelanggan berpengaruh signifikan terhadap Loyalitas Pelanggan Kata kunci : distribusi, layanan purna jual, citra merek, fanatisme merek, loyalitas pelanggan

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Customer participation, value co-creation and customer loyalty: evidence from Umrah travel agencies in Indonesia

Journal of Islamic Marketing ◽

10.1108/jima-06-2020-0190 ◽

2021 ◽

Vol ahead-of-print (ahead-of-print) ◽

Author(s):

Ali Mursid ◽

Cedric Hsi-Jui Wu

Keyword(s):

Customer Loyalty ◽

Brand Image ◽

Employee Performance ◽

Customer Participation ◽

Equation Modeling ◽

Content Type ◽

Service Employee ◽

Hedonic Value ◽

Service Brand ◽

The Impact

Purpose This study aims to elucidate customer participation and value co-creation in enhancing customer loyalty in the context of Umrah travelers. First, it identifies the antecedents of Umrah travelers’ participation including service brand image, service employee performance and willingness to customize. Second, this study explores the impact of Umrah travelers’ participation in Umrah travelers’ loyalty. Finally, it explores co-creation value (hedonic, refreshment and price) and Umrah travelers’ satisfaction emerging in the relationship between Umrah travelers’ participation and Umrah travelers’ loyalty. Design/methodology/approach The survey draws its respondents from Umrah participants in Central Java Province, Indonesia, using the purposive sampling method with 459 samples. Data analysis used confirmatory factor analysis and structural equation modeling. Findings The results reveal that service brand image, service employee performance and willingness to customize significantly affect Umrah travelers’ participation. Umrah travelers’ participation has an insignificant effect on Umrah travelers’ loyalty; conversely, Umrah travelers’ participation has a significant effect on co-creation value (hedonic value, refreshment and price). Only the price of the co-creation value has a significant effect on Umrah travelers’ loyalty, while hedonic value and refreshment value do not. Finally, Umrah travelers’ participation directly affects Umrah travelers’ satisfaction, and, in turn, Umrah travelers’ satisfaction impacts Umrah travelers’ loyalty. Originality/value This study attempts to elucidate the theory of customer participation and value co-creation in the Umrah travelers setting. It identifies the factor determiner of customer participation from the professional aspects of the company, namely, service brand image, service employee performance and willingness to customize. This study explored the importance of value co-creation and customer satisfaction in enhancing customer loyalty.

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