scholarly journals Strategi Experiential Marketing dan Loyalitas Merek

The Winners ◽  
2008 ◽  
Vol 9 (2) ◽  
pp. 191
Author(s):  
Dian Tauriana ◽  
Rendy Manlin
Keyword(s):  
Customer Loyalty ◽  
Brand Loyalty ◽  
Secondary Data ◽  
Consumer Experience ◽  
Validity And Reliability ◽  
Experiential Marketing ◽  
Marketing Relationship ◽  
Unique Experience ◽  
The Impact ◽  
The Relationship

Consumer experience born from the consumption of a product or service gives a distinct impression in the minds of consumers. This impression creates brand loyalty, provided that the appropriate marketing program is designed to provide a unique experience. Article explores a study that uses primary and secondary data at Bengawan Solo Coffee to see the impact of marketing programs based on experience upon customer loyalty towards the Bengawan Solo Coffee brand. Data were collected by direct interviews of selected respondents through purposive sampling. Furthermore, those data were analyzed using several statistical methods, such as normality tests, the validity and reliability, the classic assumption test, Pearson product moment, and multiple regression. The results shows that there are significant correlation between  marketing based on experience (feel, act, and relate) towards brand loyalty. The relationship between experiential marketing (feel and relate) towards brand loyalty is low, while the experiential marketing relationship (act) is quite strong.

scholarly journals PENGARUH RELATIONSHIP MARKETING DAN RELATIONSHIP QUALITY TERHADAP LOYALITAS PELANGGAN DENGAN KEPUASAN PELANGGAN SEBAGAI VARIABEL INTERVENING PADA PRODUK PARFUM MULEGH DI PURWOKERTO

2018 ◽  
Vol 1 (1) ◽  
Author(s):  
Ilham Akbar
Keyword(s):  
Customer Satisfaction ◽  
Relationship Quality ◽  
Relationship Marketing ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Marketing Relationship ◽  
Negative Effect ◽  
The Impact ◽  
The Relationship ◽  
Positive Effect

The research entitled �The Influence of Relationship Marketing and Relationship Quality Towards Customer Loyalty with Customer Satisfaction as The Intervening Variable on Mulleg Perfume Product in Purwokerto� aims to determine the impact of relationship marketing and relationship quality towards customer satisfaction and customer loyalty and to determine whether customer satisfaction could become the intervening variable. The hypothesis of this research is the relationship marketing has negative effect towards customer satisfaction, the relationship marketing has positive effect towards customer loyalty, the relationship quality has positively effect towards customer satisfaction, the relationship quality has positively effect towards the customer loyalty, and the customer loyalty could be able to mediate the influence of relationship marketing and relationship quality toward customer loyalty.� The analysis method that used on this research is the structural equation modeling.The results show that the relationship marketing has positive and significant effect towards customer satisfaction. It will increase the customer satisfaction of Mulleg Aromatic perfume product in Purwokerto. The relationship quality has positive and significant effect towards customer satisfaction, so it will increase the customer satisfaction of Mulleg Aromatic perfume product in Purwokerto. The relationship marketing has positive and significant effect towards customer loyalt. It will increase the customer loyalty of Mulleg Aromatic perfume product in Purwokerto. The relationship quality has positive and significant effect towards the customer loyalty. The Customer Satisfaction has positive and significant effect towards customer loyalty. The customer satisfaction could mediate the influence of relationship marketing towards the customer loyalty on Mulleg Aromatic perfume product in Purwokerto. The customer satisfaction could mediate the influence of relationship quality towards the customer loyalty of Mulleg Aromatic perfume product in Purwokerto.�Keywords : Relationship Marketing , Relationship Quality , Customer Satisfaction and Customer Loyalty�

scholarly journals RELATIONSHIP BRAND CHARACTERISTICS, COMPANY CHARACTERISTICS AND CONSUME R-BRAND CHARACTERISTICS WITH BRAND LOYALTY (CASE STUDY OF SARIMI CONSUMERS IN SAMARINDA)

2020 ◽  
Vol 4 (02) ◽  
Author(s):  
Yoshua Pandapotan Siringoringo ◽  
Muhammad Jacky Murdani
Keyword(s):  
Brand Loyalty ◽  
Secondary Data ◽  
Strong Relationship ◽  
Reliability Test ◽  
Validity And Reliability ◽  
The Relationship

This study is to determine the relationship between brand characteristics, company characteristics and consumer-brand characteristics with brand loyalty to Sarimi customers in Samarinda. The technique of collecting data in this study was by collecting a questioner. The types of data used in this study are primary and secondary data. The number of samples in this study were 100 people who are Sarimi consumers. Data obtained using the validity and reliability test, as well as the Spearman trial with the SPS S program. Brand Characteristics, Company Characteristics and Consumer-Brand Characteristics have a significant and strong relationship with Brand Loyalty.

Investigating consumer experience in hybrid museums: a netnographic study

2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Juliette Passebois Ducros ◽  
Florence Euzéby
Keyword(s):  
Qualitative Methodology ◽  
Secondary Data ◽  
Consumer Experience ◽  
Experiential Marketing ◽  
Case Study Methodology ◽  
Content Type ◽  
Digital Devices ◽  
Cultural Integrity ◽  
Unique Experience ◽  
The Way

Purpose Hybrid structures are emerging in the leisure sector that are neither museums nor amusement parks, but which borrow elements from both. Dedicated to the exploration of a cultural theme (cultural heritage, ecosystems and historic events), they use experiential marketing levers to entertain large publics while at the same time pursuing the cultural integrity of heritage. This study aims to examine how visitors perceive and experience the offer proposed by these hybrid museums and how they manage the dual (cognitive and sensorial) stimulation. The authors then consider the extent to which the experiential levers used to dramatize these venues help to deliver a unique experience. Design/methodology/approach The authors developed a qualitative approach based on a case study methodology. The authors first selected the case studies (the Cité du Vin – a wine museum in Bordeaux, France and the Cité de l’Océan – a museum dedicated to the ocean at Biarritz, France) and analysed them from two angles. The authors began by examining the managerial perspective from secondary data to identify the experiential levers used by providers and the promises made to visitors in terms of experience. The authors then analysed the visitors’ experiences through a netnographic approach. The data were drawn from visitor reviews of their experience as posted on Tripadvisor. Findings The authors show that hybrid museums manage to provide visitors with edutainment value, but the promise made by managers for a memorable experience by way of an immersive journey is not kept. The authors demonstrate that a hybrid museum environment contains certain elements that prevent visitors from enjoying immersion. More specifically, the authors note issues regarding the way the theme is expressed through spectacular buildings, the way visitors are free to choose their visit and the scenarization presented through digital devices. The authors also show that hybrid museums are perceived largely as traditional museums and so are subject to culturally-established preconceptions. Originality/value This contribution concerns a topic that has drawn little attention in the marketing literature, namely, hybrid museums. The authors adopted a qualitative methodology from the perspective of both the provider and the consumer to gain a global understanding of the hybrid museum. The data were analysed using a manual thematic analysis, completed with a QDAS to support the findings.

Electronic Customer Relationship Management (E-CRM) and Customer Loyalty

2022 ◽  
Vol 18 (1) ◽  
pp. 0-0
Keyword(s):  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Service Providers ◽  
Positive Impact ◽  
Equation Model ◽  
Mediating Effect ◽  
Customer Relationship ◽  
The Impact ◽  
The Relationship

This study examined the impact of E-CRM on customer loyalty with the mediating effect of customer satisfaction in the banking industry. Customer satisfaction is important for loyalty because when the customers are satisfied with the services offered by their service providers, the relationship gets stronger which further leads to positive word-of-mouth. The data was collected using purposive sampling from 836 banks’ customers who were using E-CRM services and the data was analyzed using structural equation model (SEM) through AMOS. The results revealed that E-CRM and customer satisfaction had a significant positive impact on customer loyalty and also customer satisfaction partially mediated the relationship between E-CRM and customer loyalty. This study would offer useful acumen to both academicians and marketers and would help the bank managers to improve the quality of the services provided to their customers.

scholarly journals The Lagged Effect of Advertising Expenditures on the Financial Measures of Brand Equity in the Egyptian Context

2021 ◽  
Vol 04 (09) ◽  
Author(s):  
Nermin M. Gohar
Keyword(s):  
Brand Equity ◽  
Quantitative Research ◽  
Stock Exchange ◽  
Secondary Data ◽  
Financial Reports ◽  
Financial Measures ◽  
The Impact ◽  
Corporate Brands ◽  
The Relationship ◽  
Egyptian Stock Exchange

This research intends to fill the gap in the literature by studying the impact of lagged real advertising expenditures on different perspectives of brand equity in the Egyptian context, which are: Firm-based and Market-based brand equity. The research follows the quantitative research-based approach, with the descriptive explanatory method. Secondary data was collected from firms’ financial reports of sixteen sectors for the period 2013 - 2020 to consider the effect of real advertising expenditures on firm-based and market-based brand equity models. Data was collected from 168 listed companies in the Egyptian stock exchange market, after deleting the financial institutions. The unit of analysis was the corporate brands and data collected was panel data analyzed using Eviews program – version 10, using GLS regression. Results showed that market risk significantly moderates the relationship between advertising expenditures and Firm-based and Market-based brand equity.

scholarly journals FAKTOR PENENTU BRAND EQUITY DAN PENGARUHNYA PADA PURCHASE INTENTION

2021 ◽  
Vol 13 (1) ◽  
pp. 1-22
Author(s):  
Evo Sampetua Hariandja ◽  
Aurellia Adeline ◽  
Ferdinandus Eric ◽  
Yossel Christopher
Keyword(s):  
Brand Equity ◽  
Brand Loyalty ◽  
Purchase Intention ◽  
Quantitative Research ◽  
Perceived Quality ◽  
Brand Awareness ◽  
Validity And Reliability ◽  
Brand Reputation ◽  
Relationship Of ◽  
The Relationship

Abstract- This study aims to determine the effect of brand popularity on brand loyalty, brand awareness, perceived quality and brand reputation among Etude House Indonesia users. Other objective of this study are to t he effect of brand loyalty, brand awareness, perceived quality and brand reputation on brand equity. The effect of brand equity on purchase intention To address the objectives of the study, a quantitative research design was implemented by distributing the questionaires to 360 Etude House Indonesia users and implementing the intruments that fulfilled the validity and reliability test requriements. The data were analyzed by SEM SmartPLS 3. The findings revealed that there was an effect of Brand popularity affects brand awareness, perceived quality, and brand reputation. Other results show that the counrry of brand origin affects brand loyalty, brand awareness and brand perceived quality. Also, Brand equity is determined by brand loyalty and brand reputation. While  Brand equity has a significant effect on purchase intention. In addition, brand equity also impacts on purchase intention. However, in this study the relationship of brand popularity to brand loyalty, the effect of country of brand origin on brand reputation, the effect of brand awareness on brand equity and the effect of perceived quality on brand equity is not supported in hypothesis testing. Keywords: Brand Popularity; Country of Brand Origin; Brand Loyalty, Brand Awareness; Perceived Quality; Brand Reputation; Brand Equity; Purchase Intention

scholarly journals Loyalitas Konsumen Terhadap Konsumsi Kopi Tubruk di Meulaboh

2017 ◽  
Vol 2 (2) ◽  
pp. 147-155
Author(s):  
Dina Fida ◽  
Ismayani Ismayani ◽  
Fajri Jakfar
Keyword(s):  
Logistic Regression ◽  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Binary Logistic Regression ◽  
Validity And Reliability ◽  
Chi Square ◽  
Plantation Species ◽  
Long Time ◽  
Coffee Powder ◽  
The Relationship

Abstrak.Kopi adalah salah satu jenis tanaman perkebunan yang sudah lama dibudidayakan dan memiliki nilai ekonomi yang dapat menghasilkan keuntungan. Kopi tubruk merupakan kopi tradisional yang umumnya lebih keras karena bubuk kopi murni yang langsung diseduh dengan air  mendidih, teksturnya lebih kasar, lebih banyak mengandung ampas, aroma kopi yang lebih menyengat, serta tingkat kekentalan yang bisa disesuaikan dengan lidah penikmatnya. Loyalitas konsumen pada umumnya merupakan suatu sikap konsumen yang loyal terhadap pilihan dan penggunaan produk dalam waktu yang lama dan untuk masa yang akan datang, Sedangkan kepuasan konsumen ialah perasaan senang atau kecewa seseorang yang berasal dari perbandingan antara kesannya terhadap kinerja (hasil) sesuatu produk dengan harapannya. Pada penelitian ini bertujuan untuk mengetahui faktor-faktor yang mempengaruhi loyalitas konsumen terhadap minuman kopi tubruk di Meulaboh, Mengetahui hubungan antara tingkat kepuasan konsumen dengan loyalitas konsumen terhadap konsumsi kopi tubruk di Meulaboh.Adapun metode yang digunakan adalah Uji Validitas dan Reliabilitas,Regresi Logistik Biner dan Chi Square.Hasil Regresi Biner Logistik menunjukkan bahwa citarasa, harga, kualitas pelayanan dan lokasi merupakan faktor yang mempengaruhi loyalitas konsumen terhadap minuman kopi tubruk.Hasil Uji Chi-Square menunjukkan bahwa adanya hubungan yang signifikan antara kepuasan konsumen dengan loyalitas konsumen terhadap minuman kopi tubruk di Meulaboh.Consumer Loyality To The Consumption Of Coffee Brewed In MeulabohAbstract.Coffee is one of the plantation species has long been cultivated and have a mutually beneficial economic value.The brewed coffee is a traditional coffee are generally harder for pure coffee powder that instantly brewed with boiling water, rough texture, contains more dregs, pungent coffee aroma, as well as the level of consistency that can be adapted to the tongue of the audience.Consumer loyalty is generally a loyal consumer attitudes towards choice and use of the product for a long time and for the future.While customer satisfaction is feeling happy or disappointed someone who comes from a comparison between her impression of the performance (yield) of a product with expectations.In this study aims to determine the factors that influence consumer loyalty to the coffee beverage brewed in Meulaboh.Determine the relationship between the level of customer satisfaction and customer loyalty towards the consumption of instant coffee in Meulaboh.The methods used are validity and reliability, Binary Logistic Regression and Chi Square.Binary logistic regression results show that the simultaneous testing of the factors that influence loyalty is taste, price, service quality, and location. While testing only partially furnished variables that influence loyalty.Chi-Square test results indicate that there is a significant relationship between customer satisfaction and customer loyalty so that customer satisfaction is influenced flavors that suit the tastes of consumers. 

A Multiple Measure of Organizational Performances and its Effect on Distinctive Marketing Competencies: An Empirical Study of India and the Maldives

2018 ◽  
Vol 3 (3) ◽  
pp. 129-142
Author(s):  
Divya Keerthika ◽  
Subburaj Alagarsamy
Keyword(s):  
Organizational Performance ◽  
Structural Equation ◽  
Jel Classification ◽  
Validity And Reliability ◽  
Marketing Resources ◽  
Automobile Sales ◽  
Resources And Capabilities ◽  
The Impact ◽  
The Relationship

Objective - The role of knowledge management and competencies related to marketing skills are essential for Indian and Maldivian businesses, due to the emerging economy and globalization. This study therefore aims to identify the impact of marketing competencies on organizational performance in automobile sales centers, by reviewing the relationship between marketing competencies and firm performance, to support interest and investments in such a concept. Methodology/Technique - 424 respondents (327 Indian samples and 97 Maldivian samples) were randomly selected for the research, with a 71% response rate. The first section of the questionnaire consists of questions related to marketing competencies (32 items) and the second section contains items related to organizational performance (10 items), and the last part includes questions about the respondents' demographical differences. After the data collection, construct validity and reliability statistic tests were conducted to check the validity and reliability of the instrument using IBM SPSS AMOS 23. Findings - The structural equation modelling results for the Indian and the Maldivian samples reveal that marketing competencies have a significant and positive affect on organizational performance. Novelty - This study may be useful for policymakers and top-level managers in the automobile sector; this study provides empirical insights into how the performance of the firm is affected by marketing competencies. Type of Paper: Empirical. Keywords: Marketing Competency; Marketing Resources and Capabilities; Automobile Sales Centers; India; Maldives. JEL Classification: M30. M31. M37. M39

ANALISA DAMPAK KEPUASAN PELANGGAN DALAM HUBUNGAN ANTARA ORIENTASI PELAYANAN DAN KUALITAS PELAYANAN TERHADAP LOYALITAS PELANGGAN SALON MUSLIMAH

2021 ◽  
Vol 8 (3) ◽  
pp. 297
Author(s):  
Ibnu Jauzi ◽  
Ari Prasetyo
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Service Orientation ◽  
Service Companies ◽  
The Impact ◽  
The Relationship ◽  
Pls Method

ABSTRAKLoyalitas pelanggan merupakan hal yang harus diutamakan perusahaan jasa dalam menjalankan bisnisnya. Tanpa adanya pelanggan yang loyal terhadap perusahaan maka sustainbility perusahaan tersebut akan terancam. Penelitian ini bertujuan untuk meneliti dampak orientasi pelayanan dan kualitas pelayanan terhadap loyalitas pelanggan melalui kepuasan pelanggan pada salon muslimah di Kota Kediri. Apakah dalam mencapai loyalitas pelanggan harus melalui kepuasan pelanggan atau tidak. Penelitian ini menggunakan pendekatan kuantitatif dengan metode SEM PLS. Pengujiannya dilakukan menggunakan aplikasi SmartPLS 3.0 dengan kategori responden yaitu pelanggan yang telah merasakan produk salon muslimah di Kota Kediri. Hasil penelitian menunjukkan adanya efek moderasi kepuasan pelanggan dalam hubungan orientasi dan kualitas pelayanan terhadap loyalitas pelanggan.Hal tersebut mengindikasikan bahwa orientasi dan kualitas pelayanan yang dilakukan oleh salon muslimah di Kota Kediri bisa dikategorikan baik sehingga membuat para pelanggannya menjadi loyal.Kata Kunci: Loyalitas Pelanggan, Orientasi Pelayanan, Kualitas Pelayanan, Kepuasan Pelanggan, Salon Muslimah. ABSTRACTCustomer loyalty is something that must be prioritized by service companies in running their business. Without customers who are loyal to the company, the company's sustainability will be threatened. This study aims to examine the impact of service orientation and service quality on customer loyalty through customer satisfaction at Muslimah salons in Kediri. Whether to achieve customer loyalty must go through customer satisfaction or not. This study uses a quantitative approach with the SEM PLS method. The test was carried out using the SmartPLS 3.0 application with the respondent category, namely customers who have experienced Muslim salon products in Kediri. The results showed that there was a moderating effect of customer satisfaction in the relationship between orientation and service quality on customer loyalty. This indicates that the orientation and quality of service carried out by muslimah salons in Kediri City can be categorized as good so that it makes its customers loyal.Keywords: Customer Loyalty, Service Orientation, Service Quality, Customer Satisfaction, Muslimah Salon.

Understanding the impact of the relationship quality on customer loyalty: the moderating effect of online service recovery

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Shu-Mei Tseng
Keyword(s):  
Relationship Quality ◽  
Customer Loyalty ◽  
Service Recovery ◽  
Survey Study ◽  
Service Firms ◽  
Online Service ◽  
Statistical Population ◽  
Content Type ◽  
The Impact ◽  
The Relationship

Purpose The purpose of this study is to examine the impact of the relationship quality on customer loyalty. The moderating role played by online service recovery in this study is further discussed. Design/methodology/approach A quantitative Web-based survey study was conducted to statistically test these relationships among relationship quality, service recovery and customer loyalty. Data collected from 183 respondents were taken for analysis through partial least squares. Findings The findings reveal that relationship quality has significant influence on customer loyalty, whereas service recovery has moderated effect on the relationship between relationship quality and customer loyalty. Research limitations/implications The respondents of this study were recruited from online panels; thus, a purposive sample could be a biased indication of the characteristics of the actual population. Therefore, it is suggested that future researchers enroll subjects from a statistical population that accurately represents the entire population and, in addition, that they collect more responses to increase the generalizability of the findings. Practical implications Because failures in service delivery are inevitable, recovery of such encounters thus represents a significant challenge for service firms. Hence, this study proposes concrete suggestions for firms to manage and operate e-commerce websites, as well as to enhance relationship quality and customer loyalty. Originality/value Service failures have been the bane of e-commerce, compelling customers to either abandon transactions entirely or switch to a physical competitor. Many firms have realized the importance of maintaining strong relationships with customers to enhance their loyalty. However, previous literature has a few studies conducted on the relationships among service recovery, relationship quality and customer loyalty in the e-commerce context. Therefore, it is meaningful to identify these relationships.

Sign in / Sign up

Export Citation Format

Share Document