The Effect of Service Quality, BSC Customer Satisfaction, and Brand Loyalty on Repurchase Intention in the Imported Automobile Industry

Purpose of the study: This study aims to examine five proposed research models and understand the factors affecting customer expectation, service quality, perceived value, customer satisfaction, and brand loyalty in Online Travel Agent (OTA) companies. This study also evaluates the general feelings of the customers whether they feel satisfied or not with OTA products and/or services. Methodology: The research method of this study used a quantitative approach and analyzed the acquired data by using single and multiple linear regression techniques. The service quality, customer expectation, corporate image, perceived value, customer satisfaction, known as predictor variables that affect the dependent variable of brand loyalty. Main Findings: From the statistical tests conducted in this study, it reveals that only one out of all eleven hypotheses were not accepted. Surprisingly it reveals that the customers keep purchase hotel and/or flight tickets from online travel booking sites no matter its service quality. Customer satisfaction and corporate image were influenced more significantly rather than its service quality. Implication: This study evaluates all customers past purchasing behaviors of the hotel and/or flight tickets purchased through OTA, and the result was valid, thus it can be used to reflect on how Indonesian OTA’s products and services may improve the customer satisfaction through their marketing program in the future. Novelty/Originality of this study: There have been problems that might found in Indonesian OTAs that may lower its customer satisfaction level toward the traveling industry. However, there was only a limited number of OTA research studies conducted for the Indonesia market to understand its online consumer behavior. Therefore this study was conducted to explore the plausible factors that cause the problem.

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Customer satisfaction low cost carrier: stimulus and its consequences

Jurnal Manajemen ◽

10.24912/jm.v22i1.318 ◽

2018 ◽

Vol 22 (1) ◽

Author(s):

Sri Vandayuli Riorini ◽

Christina Catur Widayati

Keyword(s):

Customer Satisfaction ◽

Service Quality ◽

Organizational Performance ◽

Brand Loyalty ◽

Low Cost ◽

Corporate Image ◽

Equation Modeling ◽

Price Fairness ◽

Airline Safety ◽

Low Cost Carrier

Airline industries are currently faced with challenges to satisfy consumers in order to improve organizational performance. The purpose of this study is to analyze service quality, corporate image, price fairness, and airline safety as a stimulus of customer satisfaction and its impact on brand loyalty. Samples data of 350 Low Cost Carrier/LCC passengers in Indonesia were collected and purposive sampling technique was used to analyze the developed hypothesis. Further data is processed with Structural Equation Modeling technique. The results of the study found that the stimulus of customer satisfaction of LCC is service quality, corporate image, price fairness, and airline safety. Furthermore, customer satisfaction will provide consequences for airline brand loyalty. The study also found that corporate image is the strongest factor affecting customer satisfaction. For further research, it is suggested to add customer value as a stimulus of customer satisfaction.

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Satisfied, but Will They Spread a Word? The Role of Customer Satisfaction at Jamu Café

Binus Business Review ◽

10.21512/bbr.v9i1.3915 ◽

2018 ◽

Vol 9 (1) ◽

pp. 1

Author(s):

Usep Suhud ◽

Sheila Maryam Bajunaid

Keyword(s):

Customer Satisfaction ◽

Service Quality ◽

Structural Equation ◽

Word Of Mouth ◽

Equation Model ◽

Repurchase Intention ◽

Factor Analyses ◽

Confirmatory Factor Analyses ◽

Confirmatory Factor

This research aimed to investigate consumers’ intention to repurchase jamu at Jamu Café. Service quality, customer satisfaction, and Word-of-Mouth (WOM) were selected as the predictor variables. In total, 200 participants who purchased jamu at the café were selected conveniently. Data were analyzed using exploratory and confirmatory factor analyses as well as Structural Equation Model (SEM). As a result, service quality influences customer satisfaction significantly. As customers are satisfied, they do word-of-mouth and repurchase. On the other hand, WOM has an insignificant impact on repurchase intention.

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Anteseden Kepuasan Pelanggan terhadap Niat Beli Ulang

Telaah Bisnis ◽

10.35917/tb.v21i1.187 ◽

2021 ◽

Vol 21 (1) ◽

pp. 31

Author(s):

Shafira Fitri Cahyaning Ratri ◽

Anas Hidayat

Keyword(s):

Social Media ◽

Customer Satisfaction ◽

Service Quality ◽

Sampling Technique ◽

Sem Analysis ◽

Perceived Usefulness ◽

Primary Data ◽

Repurchase Intention ◽

Repurchase Intentions ◽

Program Data

This study aims to analyze the antecedents of repurchase intention on Apples smartphones. The population used in this study is the Indonesian people. While the sample taken from this study was 250 respondents. The data used in this research is primary data via google form which is distributed online through social media. The sampling technique used in this study was Convienence Sampling. The data were processed by SEM analysis using the AMOS program. Data variables used in this study consisted of variables of service quality, perceived usefulness, customer satisfaction and repurchase intention. The results of the data analysis conducted indicate that there is a positive and significant influence on service quality variables on perceived usefulness, service quality on customer satisfaction, service quality on repurchase intentions, perceived usefulness on customer satisfaction, perceived usefulness on repurchase intentions and satisfaction. customers against repurchase intentions.

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Predicting the Effects of Perceived Service Quality and Logistics Service Innovation on Repurchase Intention of Instant Courier Services through Customer Satisfaction and Trust

Jurnal Manajemen Indonesia ◽

10.25124/jmi.v20i3.3515 ◽

2020 ◽

Vol 20 (3) ◽

pp. 177

Author(s):

Kunthi A. Kusumawardani ◽

Saras Asa Hastayanti

Keyword(s):

Customer Satisfaction ◽

Service Quality ◽

Structural Equation ◽

Service Innovation ◽

Future Research ◽

Repurchase Intention ◽

Perceived Service Quality ◽

Logistics Service ◽

Equation Modelling ◽

Courier Service

Logistics are not only playing a significant role in the business process, but they can also add value to the business, and even also determine the life of the firm. Due to its significance, the advancement of logistics is inevitable. Customers want everything faster, and they are even willing to pay more for the service. This study provides an empirical investigation of instant courier service customers in Indonesia. A total of 300 valid questionnaires were collected and assessed using structural equation modelling (SEM). The results showed that perceived service quality influences customer satisfaction and trust. On the other hand, logistics service innovation influences perceived service quality but not customer satisfaction. While trust affects customer satisfaction and repurchase intention. Moreover, customer satisfaction influences repurchase intention. This study is one of the first to evaluate and confirm the relations of service quality-repurchase intention in instant courier service. This research contributes to the literature for future research in instant courier service by providing empirical evidence in Indonesia. Keywords— Customer Satisfaction; Logistics Service Innovation; Perceived Service Quality; Repurchase Intention; Trust

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The influence of e-customer satisfaction, e-trust and perceived value on consumer's repurchase intention in B2C e-commerce segment

Asia Pacific Journal of Marketing and Logistics ◽

10.1108/apjml-03-2021-0221 ◽

2021 ◽

Vol ahead-of-print (ahead-of-print) ◽

Author(s):

Miao Miao ◽

Tariq Jalees ◽

Syed Imran Zaman ◽

Sherbaz Khan ◽

Noor-ul-Ain Hanif ◽

...

Keyword(s):

Customer Satisfaction ◽

Service Quality ◽

Perceived Value ◽

Partial Least Square ◽

Least Square ◽

Mediation Effect ◽

Equation Modeling ◽

Repurchase Intention ◽

Content Type ◽

Online Experience

PurposeThis research study investigates the factors that influence e-customer satisfaction, e-trust, perceived value and consumers repurchase intention in the context of the B2C e-commerce segment. It investigates the mediation effect of e-customer satisfaction, e-trust and perceived value on repurchase intention. It also examines the moderating role of prior online experience.Design/methodology/approachBased on the adapted questionnaire, pre-recruited enumerators collected the data from five leading business universities of Karachi. They distributed 425 questionnaires and received 415 questionnaires. The study has used Partial Least Square-Structure Equation Modeling (PLS-SEM) technique for data analysis.FindingsWe have tested 20 hypotheses, of which our results do not support five, including two direct, two mediating. Our results support all the direct hypotheses except the following two: (1) delivery service affects e-satisfaction (2) customer services quality effect on trust. We did not find support for the following two mediating hypotheses (1) e-satisfaction mediates delivery services and repurchase intention, (2) service quality mediates customers' service quality and repurchase intention. Our results do not support one moderating relationship. Prior online experience moderates e-perceived value and repurchase intention.Research limitations/implicationsThis research provides valuable information to the online retailers of B2C e-commerce, which can help them make strategies based on their consumers' behavior and encourage them to make repeat purchases from online retailing stores. It allows future researchers to replicate the model in cross-cultural studies in different product categories.Originality/valueWe have examined the moderating effect of prior online experience between (e-satisfaction, e-trust and perceived value) on the repurchase intention.

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