scholarly journals FAKTOR-FAKTOR PEMBENTUK LOYALITAS MEREK PADA PENGGUNA PONSEL SMARTFREN

2016 ◽  
Vol 12 (2) ◽  
pp. 97
Author(s):  
Aji Wira Tama ◽  
Wisnu Untoro
Keyword(s):  
Customer Satisfaction ◽  
Brand Loyalty ◽  
Customer Value ◽  
Positive Impact ◽  
Social Value ◽  
Brand Identification ◽  
Purposive Sampling ◽  
Functional Value ◽  
Emotional Value ◽  
Positive Effect

Abstrak: Faktor-Faktor Pembentuk Loyalitas Merek pada Pengguna Ponsel Smartfren. Penelitian ini bertujuan menguji pengaruh dimensi dari nilai pelanggan dan identifikasi merek terhadap loyalitas merek dengan kepuasan pelanggan sebagai variabel mediasi. Penelitian ini menggunakan teknik purposive sampling dengan jumlah sampel sebanyak 175 responden pada pelanggan Smartfren. Hasil penelitian menunjukkan bahwa (1) nilai fungsional berpengaruh positif terhadap kepuasan pelanggan, (2) nilai emosional tidak berpengaruh terhadap kepuasan pelanggan, (3) nilai sosial tidak berpengaruh terhadap kepuasan pelanggan, (4) identifikasi  merek berpengaruh positif terhadap kepuasan pelanggan, (5) nilai fungsional tidak berpengaruh terhadap loyalitas merek, (6) nilai emosional tidak berpengaruh terhadap loyalitas merek, (7) nilai sosial berpengaruh terhadap loyalitas merek, (8) identifikasi merek tidak berpengaruh terhadap loyalitas merek, (9) kepuasan pelanggan berpengaruh positif terhadap loyalitas merek, (10) nilai fungsional, nilai emosional, nilai sosial dan identifikasi merek tidak terbukti berpengaruh secara simultan terhadap loyalitas merek dengan kepuasan pelanggan sebagai variabel mediasi. Kata kunci: Nilai pelanggan, identifikasi merek, kepuasan pelanggan, loyalitas merek Abstract: Factors Affecting Brand Loyalty among Smartfren Customers. The purpose of this study was to analyze the effect of the dimensions of customer value and brand identification on brand loyalty and customer satisfaction as a mediating variable. A purposive sampling technique was adopted to collect 175 Smartfren customers. The results showed that: (1) the functional value has positive effect on customer satisfaction, (2) the emotional value has no effect on customer satisfaction, (3) social values has no effect on customer satisfaction, (4) brand identification has positive impact on customer satisfaction, (5) functional value has no effect on brand loyalty, (6) the emotional value has no effect on brand loyalty, (7) social value has positive effect on brand loyalty, (8) brand identification has no effect on brand loyalty, (9) customer satisfaction has positive effect on loyalty brand, (10) the functional value, emotional value, social value and brand identification simultaneous have no effect on brand loyalty with customer satisfaction as a mediating variable. Keywords: Customer value, brand identification, customer satisfaction, brand loyalty

scholarly journals PENGARUH NILAI PELANGGAN TERHADAP KEPUASAN PELANGGAN MENGGUNAKAN SPRING BED MEREK COMFORTA DI KOTA PALU

2020 ◽  
Vol 2 (1) ◽  
pp. 1-16
Author(s):  
Putri Dwi Avriani ◽  
Rosida P Adam ◽  
Farid Farid
Keyword(s):  
Customer Satisfaction ◽  
Customer Value ◽  
Research Method ◽  
Sampling Technique ◽  
Social Value ◽  
Value For Money ◽  
Independent Variables ◽  
Functional Value ◽  
Emotional Value ◽  
Method Analysis

This research aims to know the effect of customer value while simultan and partially on customer satisfaction by using  spring bed of Comforta in the Palu City. The independent variables used in this research are Functional Value (X1), Value For Money (X2), Social Value (X3), and Emotional Value (X4).  While the  dependent variable  is  Satisfaction  (Y).  The research method  used  in  this research  is descriptive  causal.  Sampling technique  using  Insidential  sampling  with  the  samples  of  100 respondents.  The  method   analysis  using  multiple  linear  regression. The  results  indicate  that simultaneously customer value consisting of functional value (X1), value for money (X2), social value (X3) and emotional value (X4) have significant effect to customer satisfaction by using Spring Bed of Comforta  in  Palu  City.  The  Partially  customer value  consisting  of  functional  value  (X1),  value  for money (X2), and emotional value (X4) have significant effect to customer satisfaction by using spring bed of Comforta in Palu City. While variable social value (X3) partially have no significant effect on customer satisfaction by using spring bed of Comforta in Palu City. Tujuan  dari  penelitian  ini  yaitu  untuk  mengetahui  pengaruh  nilai pelanggan  baik  secara  simultan maupun  parsial  terhadap  kepuasan pelanggan  menggunakan spring  bed Comforta  Di  Kota  Palu. Variabel independen  yang  digunakan dalam  penelitian  ini  adalah  Nilai Fungsional  (X1), Nilai Biaya/Value  For  Money (X2), Nilai  Sosial  (X3), dan  Nilai  Emosional  (X4).  Sedangkan  variabel dependen adalah Kepuasan Menggunakan (Y). Metode penelitian yang digunakan dalam penelitian ini adalah  deskriptif  kausal.  Sampel  yang  digunakan  pada penelitian  ini  yaitu  sebanyak  100  responden dengan  bentuk pengambilan  sampel  menggunakan  teknik Insidential  sampling. Metode  analisis  data yang  digunakan  dalam  penelitian ini  adalah metode  analisis  regresi  linear  berganda. Hasil  penelitian ini menunjukkan bahwa secara simultan nilai pelanggan yang terdiri dari nilai fungsional (X1), nilai biaya/value for money (X2), nilai sosial(X3) dan nilai emosional (X4) berpengaruh signifikan terhadap kepuasan pelanggan menggunakan spring bed Comforta di Kota Palu. Secara parsial nilai pelanggan yang  terdiri  dari  nilai  fungsional  (X1),  nilai  biaya/ value for  money (X2), dan  nilai  emosional  (X4)berpengaruh  signifikan  terhadap  kepuasan  pelanggan  menggunakan spring  bed merek Comforta  di Kota Palu. Sedangkan variabel nilai sosial (X3) secara parsial berpengaruh tidak signifikan terhadap kepuasan pelanggan menggunakan spring bed Comforta di Kota Palu.

The Role of Brand Loyalty on CRM Performance

2015 ◽  
pp. 413-446 ◽  
Author(s):  
Kijpokin Kasemsap
Keyword(s):  
Customer Satisfaction ◽  
Customer Relationship Management ◽  
Brand Loyalty ◽  
Customer Value ◽  
Relationship Management ◽  
Customer Relationship ◽  
Management Performance ◽  
Business Goals ◽  
Positive Effect

This chapter introduces the framework and causal model of customer value, customer satisfaction, brand loyalty, and customer relationship management performance in terms of the innovative manufacturing and marketing solutions. It argues that dimensions of customer value, customer satisfaction, and brand loyalty have mediated positive effect on customer relationship management performance. Furthermore, brand loyalty positively mediates the relationships between customer value and customer relationship management performance and between customer satisfaction and customer relationship management performance. Customer value is positively correlated with customer satisfaction. Understanding the theoretical learning is beneficial for organizations aiming to increase customer relationship management performance and achieve business goals.

scholarly journals Pengaruh Estetika pada Minat Konsumen Terhadap Pembelian Smartphone Xiaomi di Jakarta Barat

2020 ◽  
Vol 2 (4) ◽  
pp. 906
Author(s):  
Deynis Devlin ◽  
Carunia Mulya Firdausy
Keyword(s):  
Purchase Intention ◽  
Sampling Method ◽  
Sampling Technique ◽  
Purchase Intentions ◽  
Social Value ◽  
Probability Sampling ◽  
Functional Value ◽  
Emotional Value ◽  
Positive Effect

This study aims to determine the effect of aesthetics on purchase intention mediated by functional value, social value, and emotional value. The population of this study was consumers who use Xiaomi smartphones. The sampling technique was by using non-probability sampling method. The method of analysis was by using PLS-SEM. The results showed that aesthetics had a positive and significant effect on consumer purchase intentions mediated by functional value, and aesthetics had a positive effect on consumer purchase intentions through emotional value mediation in West Jakarta. Penelitian ini bertujuan untuk mengetahui pengaruh estetika terhadap minat pembelian yang dimediasi oleh nilai fungsional, nilai sosial, dan nilai emosional. Populasi penelitian ini adalah konsumen yang menggunakan smartphone Xiaomi. Teknik pengambilan sampel menggunakan metode non-probability sampling. Metode analisis menggunakan PLS-SEM. Hasil penelitian menunjukkan bahwa estetika memiliki pengaruh positif dan signifikan terhadap niat pembelian konsumen yang dimediasi oleh nilai fungsional, dan estetika memiliki efek positif pada niat pembelian konsumen melalui mediasi nilai emosional di Jakarta Barat.

scholarly journals Self-congruence theory: Factors affecting brand loyalty in fast-moving consumer goods industry

2021 ◽  
Vol 7 (01) ◽  
pp. 1-12
Author(s):  
Nurul Aini ◽  
Augusty Ferdinand
Keyword(s):  
Consumer Goods ◽  
Brand Loyalty ◽  
Fast Moving ◽  
Positive Impact ◽  
Customer Engagement ◽  
Brand Identification ◽  
Fast Moving Consumer Goods ◽  
Congruence Theory ◽  
Brand Attractiveness ◽  
Positive Effect

This study aims to formulate a conceptual model for analyzing several variables on customer engagement and brand loyalty, especially in the fast-moving consumer goods (FMCG) industry. The self-congruence theory used in this study will go through the value of congruity, brand attractiveness, and customer-brand identification. The study uses structural equation modeling with samples of 105 respondents. The result is value congruence has a positive effect on brand attractiveness and customer brand identification. Customer engagement has a positive impact on customer brand identification. Brand attractiveness has a positive impact on customer brand identification and brand loyalty. Also, customer brand identification has a positive effect on brand loyalty.

The Role of Brand Loyalty on CRM Performance

2014 ◽  
pp. 252-284 ◽  
Author(s):  
Kijpokin Kasemsap
Keyword(s):  
Customer Satisfaction ◽  
Customer Relationship Management ◽  
Brand Loyalty ◽  
Customer Value ◽  
Relationship Management ◽  
Customer Relationship ◽  
Management Performance ◽  
Business Goals ◽  
Positive Effect

This chapter introduces the framework and causal model of customer value, customer satisfaction, brand loyalty, and customer relationship management performance in terms of the innovative manufacturing and marketing solutions. It argues that dimensions of customer value, customer satisfaction, and brand loyalty have mediated positive effect on customer relationship management performance. Furthermore, brand loyalty positively mediates the relationships between customer value and customer relationship management performance and between customer satisfaction and customer relationship management performance. Customer value is positively correlated with customer satisfaction. Understanding the theoretical learning is beneficial for organizations aiming to increase customer relationship management performance and achieve business goals.

scholarly journals Research on the Impact of Customer Perceived Value of Haidilao Hot Pot on Consumer Behavior

2021 ◽  
Author(s):  
Qiong Li ◽  
Anlan Li
Keyword(s):  
Consumer Behavior ◽  
Customer Satisfaction ◽  
Positive Impact ◽  
Perceived Value ◽  
Purchasing Decisions ◽  
Four Dimensions ◽  
Global Epidemic ◽  
Customer Perceived Value ◽  
Functional Value ◽  
Emotional Value

The paper takes Haidilao Hot Pot as the object through the collection of first-hand data, and analyzes the relationship between customer perceived value in functional value, emotional value, convenience value and social value on consumer behavior. Through factor analysis and variance analysis, it can be found that the four dimensions of customer perceived value have a significant positive impact on customer satisfaction, and customer satisfaction also has a significant positive impact on customer loyalty. Among them, functional value is the most important and obvious factor influencing customer purchasing decisions. The paper collects relevant data to complete the relevant content in the case of a global epidemic, hoping to provide certain guidance for the market-oriented adjustment of catering companies that are most affected by the epidemic.

scholarly journals Influence of Consumer-Based Brand Equity on Brand Loyalty Through Customer Satisfaction

2021 ◽  
Vol 1 (2) ◽  
pp. 141-160
Author(s):  
Sudjudi Widia Kurnianingsih ◽  
Sri Vandayuli Riorini
Keyword(s):  
Customer Satisfaction ◽  
Brand Equity ◽  
Brand Loyalty ◽  
Structural Equation ◽  
Perceived Value ◽  
Perceived Quality ◽  
Equation Model ◽  
Sem Analysis ◽  
Brand Identification ◽  
Positive Effect

The purpose of this study is to analyze the effect of Consumer-based brand equity on Brand loyalty through Customer satisfaction. This study used purposive sampling data collection techniques. This study was analyzed using the Structural Equation Model (SEM) analysis method. The results of this study indicate (1) The Influence Dimensions of Consumer-Based Brand Equity on Customer Satisfaction, where (1a) Perceived quality has no positive effect on Customer satisfaction; (1b) the Perceived value of cost has a positive effect on Customer satisfaction; (1c) Brand identification has no positive effect on Customer satisfaction; (1d) Trust has a positive effect on Customer satisfaction; (1e) Lifestyle congruence has a positive effect on Customer satisfaction. (2) Customer satisfaction has a positive effect on Brand loyalty. (3) The Influence Dimensions of Consumer-Based Brand Equity on Brand loyalty through Customer Satisfaction, where (3a) Customer satisfaction mediates the influence of Perceived quality on Brand loyalty in full; (3b) Customer satisfaction mediates the influence of Perceived value of cost on Brand loyalty in partial; (3c) Customer satisfaction mediates the influence of Brand identification on Brand loyalty in partial; (3d) Customer satisfaction mediates the influence of Trust on Brand loyalty in full; (3e) Customer satisfaction mediates the influence of Perceived quality on Brand loyalty in partial. The advice for further researchers can conduct research on various types of other food and baverage businesses, such as restaurant, bakeries, and cafes.

Mobile Device Brand Loyalty of Youth

2018 ◽  
pp. 531-545
Author(s):  
Thea Van der Westhuizen ◽  
Thakur Singh
Keyword(s):  
Mobile Device ◽  
Brand Loyalty ◽  
Social Value ◽  
Key Factors ◽  
Functional Value ◽  
Key Factor ◽  
Rapid Pace ◽  
Quantitative Results ◽  
Emotional Value ◽  
Value Functional

Cybersecurity and security mechanisms of mobile device play an important part in product development, but are not often a top priority when customers select their favorite brand. A key factor that has been ignored as a result of the rapid pace of the market is that of youth brand loyalty. Brand loyalty remains one of the key factors in global markets that determine core consumers and security concerns feature became less important. This chapter aims to ascertain the key factors of brand loyalty and measure what consumers base their decision on whilst selecting a brand. The chapter will look at social value, emotional value, functional value, involvement, and perceived value of the consumer to the brand. Based on quantitative results, a conclusion will be drawn on what the key factors of brand loyalty are. Recommendations will be made on how mobile brand companies can use these KSFs when developing new products in order to procure more loyal consumers, as well as to increase awareness of the importance of the security features of the device when making a choice to purchase a brand.

Customer Perceived Value of Frequent Flyer Programmes

2016 ◽  
pp. 30-52
Author(s):  
Zhibin Lin ◽  
Rose Quan ◽  
Marco Chi Keung Lau ◽  
Jie Ma
Keyword(s):  
Brand Loyalty ◽  
Positive Impact ◽  
Economic Value ◽  
Perceived Value ◽  
Social Value ◽  
Three Dimensions ◽  
Customer Perceived Value ◽  
Frequent Flyer ◽  
Emotional Value ◽  
Practical Implications

This chapter aims to examine Chinese air passengers' perceived value of the Frequent Flyer Programme (FFP), and its impact on passenger loyalty. The study develops and tests a conceptual model of three dimensions of FFP value (economic, emotional, and social), and passenger loyalty toward FFP (programme loyalty) and the airline (brand loyalty) with a sample of air passengers in China. The results show that emotional value has a positive impact on both programme loyalty and brand loyalty; economic value has a positive impact on programme loyalty only; but social value has no significant impact on either of the loyalty constructs. The chapter provides both theoretical implications to advance consumer research and practical implications for global airline business.

scholarly journals The Relationship Among Consumption Value, Consumption Propensity, and Tourist Satisfaction of Korean Tourists to Visit China

2021 ◽  
Vol 5 (4) ◽  
pp. 1
Author(s):  
Wenhui Shan
Keyword(s):  
Social Value ◽  
Epistemic Value ◽  
Significant Positive Effect ◽  
Tourist Satisfaction ◽  
Functional Value ◽  
Emotional Value ◽  
The Relationship ◽  
Positive Effect ◽  
Value Functional ◽  
Consumption Value

The purpose of this study is to investigate the relationship between consumption value and consumption propensity and tourist satisfaction and to verify the mediating effect of consumption propensity on tourists visiting China. A total of 300 surveys were conducted from December 1, 2018, to January 30, 2019, Overall, 286 surveys were conducted for SPSS 23.0. The empirical results of this study are as follows. First, five sub-factors of the consumption value were selected: social value, functional value, epistemic value, emotional value, and conditional value. For consumption propensity, two sub-factors labeled practical propensity and others-conscious propensity were chosen. Tourist satisfaction was set to be a single factor. Second, as for the results of identifying the importance of sub-factors of the consumption value, the order was social value, functional value, epistemic value, emotional value, and conditional value. Third, the relationship between the consumption value and tourist satisfaction showed that all factors of consumption value had a significant positive effect on tourist satisfaction. Fourth, the result of examining the relationship between the consumption value and consumption propensity showed that the factor of consumption value such as social value, functional value, epistemic value, the emotional value had a significant positive effect on tourist satisfaction while the conditional value had not, and all five factors of consumption value and others-conscious propensity had significant positive regression weight. Fifth. the result of checking the relationship between the consumption propensity and tourist satisfaction showed that all factors of consumption propensity had a significant positive effect on tourist satisfaction. Sixth, the analyses of mediating effect revealed as follows; the relationship between consumption value and tourist satisfaction was partially mediated by four factors, functional, emotional, epistemic, social, of the practical propensity of consumption propensity; and the relationship between consumption value and tourist satisfaction was partially mediated by all factors, of the others-conscious propensity of consumption propensity.

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