scholarly journals Upholding Customer’s Loyalty through Customer’s Positive Affect

2019 ◽  
Vol 1 (2) ◽  
pp. p107
Author(s):  
Eric Santosa
Keyword(s):  
Customer Satisfaction ◽  
Positive Affect ◽  
Significant Role ◽  
Brand Equity ◽  
New Product ◽  
Quality Perception ◽  
Customer's Loyalty

Loyalty is likely supposed as the key of any company’s success. Customers seemingly have no complain against price, even when the quality of a new product is under expectation. Purportedly, they close their eyes and ears, and believe everything will be fine. Apparently, this atmosphere is not easy to achieve. It needs such good quality perception of products in a particular period. Also it requires customer satisfaction, which leads of proud when using the product. While many similar products are available which in some extent they are also adjacent of quality, the effort of developing our product’s loyalty is tentative. It is supposed the loyalty is affected by factors, such as popularity, affection and pride. By other words, the customer’s mood plays a significant role. Can positive affect has an effect of customer’s loyalty, whether directly or indirectly through brand equity? The answer is obviously the purpose of the study. A sample which consists of 165 respondents is withdrawn by convenience and judgment method. Amos 16.0 and SPSS 16.0 are employed in analyzing data. The result shows that brand equity, satisfaction and customer’s loyalty are influenced by positive affect. In addition, both brand equity and satisfaction affect customer’s loyalty. Further, both brand equity and satisfaction post as mediator.

scholarly journals NEW BRAND EQUITY ASPECT: THE EXAMPLE OF NEW CANDY PRODUCT CONSISTENCY QUALITY EQUITY

2018 ◽  
Author(s):  
Vitalija VANAGIENĖ
Keyword(s):  
Brand Equity ◽  
Consumer Choice ◽  
Food Product ◽  
New Product ◽  
Scientific Concept ◽  
Equity Structure ◽  
Literature Synthesis ◽  
Graphic Modeling ◽  
Educational Thinking

The methodology of study is based on a new educational thinking – to use analytics to build ideas and make them better. The article analyzes the equity of a new product in terms of consistency of the equity of a new brand. The aim of the study - to identify the new product's consistency quality importance on the new brand equity when the customer chooses a new product (the example: candy in boxes). Theoretical study was based on the analysis of scientific literature, synthesis, logical generalisation, graphic modeling and a survey (2017 (n = 416)). Analysing the equity of the new product consistency for the new brand equity structure. Recognizing that consumer choice depends on the equity of the new consistency of the product offered to him by the firm's offer, the practical test of the scientific concept has been chosen from the original study, analyzing the equity of the candys in boxes as a new product for the consumer. The results allow us to make assumptions about what elements of the new consistency of the product could influence the success of the new brand on the candy market. The consistency quality of a new food product is essential factor of a new brand equity. The results of the study lead to conclusion that new food product (candys in boxes) Lithuanian shoppers perceive the importance of consistency quality and assess the identity (as unique products) (between high and medium value), which is forming a positive image of the product (quality assurance). The results of the research can be applied to the needs of the consumers of the Lithuanian candys in boxes market.

scholarly journals An Examination of The Determinants of Customer Loyalty

2020 ◽  
Vol 5 (4) ◽  
Author(s):  
Tasrik Hasrat ◽  
. Mahfudnurnajamuddin ◽  
Asdar Djamereng ◽  
Sabri Hasan ◽  
. Budiandriani
Keyword(s):  
Customer Satisfaction ◽  
Product Quality ◽  
Brand Equity ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Equation Modeling ◽  
Negative Effect ◽  
Equity Price ◽  
Positive Effect

Brand equity, price, product quality, customer satisfaction, and the importance of customer loyalty in marketing which is the target and expectation of every company. Marketers expect to be able to retain their customers in the long term, even if possible forever. Therefore, this study wants to examine the factors that affect customer satisfaction and customer loyalty. These factors are brand equity, price, product quality, customer satisfaction, and customer loyalty. The required data were obtained through interviews using a questionnaire to 120 respondents. The data obtained were analyzed using Structural Equation Modeling (SEM) and SPSS 21 techniques. The results of hypothesis testing prove that brand equity has a positive effect on customer satisfaction, Price is a negative effect on customer satisfaction, Product quality has a positive effect on customer satisfaction, Customer satisfaction has a positive effect on customer loyalty, Brand Equity has a positive effect on customer loyalty, Price is a negative effect on customer loyalty, Product quality has a positive effect on customer loyalty, brand equity has a positive effect on customer loyalty through customer satisfaction, the price is a negative effect on customer loyalty through customer satisfaction, product quality has a positive effect on customer loyalty through customer satisfaction. Based on the results of testing the hypothesis, several managerial implications can be drawn, namely, that loyalty can be increased by increasing customer satisfaction, brand equity, price, and product quality. This is done by providing competitive prices according to the quality of the product. If the quality of the product is increased, the price will not affect the customer if it is increased, so automatically satisfaction will be formed, by itself a strong customer loyalty is formed. So it can be said that price does not affect in determining the level of customer satisfaction and customer loyalty because other very strong variables shape satisfaction and loyalty. High prices do not guarantee customers will be satisfied as well if the price of the product is cheap as long as the price is still reasonable for substitution category goods.

scholarly journals PENGARUH BRAND EQUITY DAN CUSTOMER VALUE TERHADAP CUSTOMER SATISFACTION RUMAH SAKIT

2017 ◽  
Vol 18 (4) ◽  
pp. 470
Author(s):  
Sujani Sujani ◽  
I Edhy Harjoko
Keyword(s):  
Customer Satisfaction ◽  
Brand Equity ◽  
Customer Value ◽  
Health Care Services ◽  
Medical Technology ◽  
Complex Problem ◽  
Public Knowledge ◽  
Patients Satisfaction ◽  
Care Services

Hospital as the provider of health service, should be well managed to improve the quality of service and the quantity of patient. The existence of hospitals both private and government-owned causes intense competition in providing the best health care services. Patients’ satisfaction occurs when their needs, desires and hopes can be fulfilled. To implement this, the hospital should hold a good relationship with patients. Factualy health services remains a complex problem. The complexity of the problem, arise along with the development of medical technology, the increasing socio-economic, educational, and public knowledge about health. This research is intended to find out the effect of brand equity and customer value on customer satisfaction RSUD Bhakti Dharma Husada Surabaya. Research’s approach is quantitative approach. The data were collected by taking sample of population were 111.443, using sampling purposive. From questionnaires that were distributed to 110 respondents and those who met the requirement for sample were 100 respondents. The result was: (1) brand equity has a positive and significant effect on customer satisfaction; (2) customer valuehas a positive and significant effect on customer satisfaction.

scholarly journals PENGARUH BRAND EQUITY DAN CONSUMER SATISFACTION PADA BRAND LOYALTY

2017 ◽  
Vol 7 (1) ◽  
pp. 307
Author(s):  
A. A. Gede Tresna SP ◽  
Ni Ketut Seminari
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Brand Equity ◽  
Brand Loyalty ◽  
Consumer Satisfaction ◽  
Sampling Method ◽  
Significant Positive Effect ◽  
Quality Product ◽  
Positive Effect

Increased cultural intention to buy the community along with increasing loyalty to a product brand. This paper aims to analyze the influence of brand equity and customer satisfaction on Nevada brand loyalty products in Denpasar City. The study was conducted in Denpasar with sample size of 140 respondents using purposive sampling method. The results of the analysis found that brand equity has a significant positive effect on brand loyalty. Customer satisfaction has a significant positive effect on brand loyalty. Suggestions that can be recommended for manufacturers of Nevada brand products should consider the position of a brand in accordance with consumer views such as maintaining product quality, product prices so as to increase consumer loyalty. Nevada must maintain the quality of service provided so far to consumers, because the quality of service as a key that determines customer satisfaction so as to increase customer loyalty to buy products Nevada in Denpasar.   Keywords: brand equity, customer satisfaction, brand loyalty

scholarly journals “Analysis Influence Brand Equity and Service Quality to Costumer Satisfaction Users Blackberry Curve 9300 District Sario Manado ”

2012 ◽  
Vol 1 (1) ◽  
Author(s):  
Ferdy Roring
Keyword(s):  
Quality Of Service ◽  
Regression Analysis ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Brand Equity ◽  
Consumer Satisfaction ◽  
Analysis Method ◽  
The City ◽  
Variable Quality

Research In Motion (RIM) is the official producer of mobile phones that are currently most popular especially in Indonesia which is the Blackberry. Indonesia is a large market share to Blackberry because of Indonesia's population. 47 percent mobile circulating in Indonesia is Blackberry.The goal of this research is to know the influence of quality of service and brand equity to the satisfaction of consumer users blackberry curve 9300 district Sario the city of manado.In this research, the methods of analysis used is regression analysis method. The population was taken is the blackberry curve 9300 user with samples as much as 100 people. Sampling techniques research using simple random sampling.Research results by using regression analysis showed that partially variable quality of service significantly influential to the variable satisfaction but rather to brand equity, does not affect the consumer's satisfaction. And simultaneously variable quality of service and significant impact on brand equity consumer satisfaction.For the RIM Blackberry mobile phone manufacturers should be as much again to improve the quality of service that is better to consumers so that consumers do not migrate or switch to other parties. More manufacturers to optimize quality of service to the higher customer satisfaction. The RIM also should pay attention to brand equity. If the RIM is not paying attention to the brand equity will be decreased to the level of consumer satisfaction that have an impact on decreasing the level of product sales.Keywords: service quality, brand equity, and customer satisfaction

scholarly journals Effect Of Product Quality And Brand Equity On Buying Interest

2020 ◽  
Vol 1 (1) ◽  
pp. 75
Author(s):  
Luciana Mia Kurniawati
Keyword(s):  
Customer Satisfaction ◽  
Product Quality ◽  
Brand Equity ◽  
Random Sampling ◽  
Sampling Method ◽  
Quality Service ◽  
Quality Of Products ◽  
Positive Effect

<p>This research aims to review the influence of the quality of products and brand equity in a partial and simultaneous against the interest of consumers to buy products fashion zoya. Over the withdrawal of funds the sampling method of uses the method random sampling , by smeru within the of this research is there were thousands of visitors zoya boutique in the stall for as many as 154 respondents in the present study. The results of the study and reason 5 percent significance finds that: (1) product quality has a positive effect on buying interest, (2) brand equity has a positive effect on buying interest, and (3) product quality and brand equity together have a positive and significant effect on buying interest.</p><p><strong><em> </em></strong></p>Keyword : <em>Electronic Quality Service</em>,<em> Electronik Trust, Customer Satisfaction</em>

scholarly journals PENGARUH BRAND EQUITY DAN CUSTOMER VALUE TERHADAP CUSTOMER SATISFACTION RUMAH SAKIT

2018 ◽  
Vol 18 (4) ◽  
pp. 470-486
Author(s):  
Sujani Sujani ◽  
I Edhy Harjoko
Keyword(s):  
Customer Satisfaction ◽  
Brand Equity ◽  
Customer Value ◽  
Health Care Services ◽  
Medical Technology ◽  
Complex Problem ◽  
Public Knowledge ◽  
Patients Satisfaction ◽  
Care Services

Hospital as the provider of health service, should be well managed to improve the quality of service and the quantity of patient. The existence of hospitals both private and government-owned causes intense competition in providing the best health care services. Patients’ satisfaction occurs when their needs, desires and hopes can be fulfilled. To implement this, the hospital should hold a good relationship with patients. Factualy health services remains a complex problem. The complexity of the problem, arise along with the development of medical technology, the increasing socio-economic, educational, and public knowledge about health. This research is intended to find out the effect of brand equity and customer value on customer satisfaction RSUD Bhakti Dharma Husada Surabaya. Research’s approach is quantitative approach. The data were collected by taking sample of population were 111.443, using sampling purposive. From questionnaires that were distributed to 110 respondents and those who met the requirement for sample were 100 respondents. The result was: (1) brand equity has a positive and significant effect on customer satisfaction; (2) customer valuehas a positive and significant effect on customer satisfaction.

A Psychometric Study of the Quality Perception Questionnaire

2012 ◽  
Vol 71 (2) ◽  
pp. 101-106 ◽  
Author(s):  
Raffaele Cioffi† ◽  
Anna Coluccia ◽  
Fabio Ferretti ◽  
Francesca Lorini ◽  
Aristide Saggino ◽  
...  
Keyword(s):  
Structural Equation ◽  
Factor Model ◽  
Equation Modeling ◽  
Fit Indices ◽  
Quality Perception ◽  
Italian Survey ◽  
Confirmatory Factor ◽  
Instrument Measuring ◽  
Hospital Structures

The present paper reexamines the psychometric properties of the Quality Perception Questionnaire (QPQ), an Italian survey instrument measuring patients’ perceptions of the quality of a recent hospital admission experience, in a sample of 4400 patients (Mage = 56.42 years; SD = 19.71 years, 48.8% females). The 14-item survey measures four factors: satisfaction with medical doctors, nursing staff, auxiliary staff, and hospital structures. First, we tested two models using a confirmatory factor analysis (structural equation modeling): a four orthogonal factor and a four oblique factor model. The SEM fit indices and the χ² difference suggested the acceptance of the second model. We then did a simulation using a bootstrap with 1000 replications. Results confirmed the four oblique factor solution. Third, we tested whether there were significant differences with respect to age or sex. The multivariate general linear model showed no significant differences in the factors with respect to sex or age.

Customer’s satisfaction on service quality at Vietnam Technological and Commercial Joint Stock Bank – An Giang Branch

2020 ◽  
Vol 4 (3) ◽  
pp. First
Author(s):  
Tran Minh Hieu ◽  
Nguyen Duong Ngoc Mai Chi
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Test Method ◽  
Quality Of Services ◽  
Factors Affecting ◽  
Factors Influencing ◽  
Alpha Reliability ◽  
Survey Results ◽  
Development Orientation

This study applied SERVQUAL scale of Parasuraman et al to measure factors affecting customer satisfaction on service quality at Vietnam Technological and Commercial Joint Stock Bank - An Giang Branch (Techcombank An Giang). The study was conducted to survey 207 customers who have been using the service at Techcombank An Giang. The survey results were analyzed by the Cronbach's Alpha reliability test method, then used Exploratory factor analysis (EFA) to verify and evaluate the scale of service quality. The results of the regression analysis show that customer's satisfaction about service quality at Techcombank An Giang includes four factors: The factor with the highest level is the Empathy with Beta = 0.253, the second of factor is the Responsibility with Beta = 0.248, ranked third in the influence level is the Tangible with Beta = 0.235, and the lowest impact level is the Reliability with Beta = 0.144. The research also uses statistical methods to describe and test the differences of demographic factors with customer's satisfactionon service quality.The analysis results show that there is no difference between customer's satisfaction on service quality and factors such as gender, age, income, number of transaction banks, regular transaction banks, and time to use the service at Techcombank An Giang. Through the research results, the author would like to propose some ideas to improve the quality of services, thereby attracting new customers and importantly, keeping traditional customers because the development orientation of Techcombank is to take care of old customers to cross sell other products of the bank. The Stud results offer a basis for the branch to identify the factors influencing customer satisfaction on their service quality, thereby having an appropriate strategy to improve customer satisfaction.

Pengaruh Kualitas Pelayanan Terhadap Kepuasan Nasabah Tabungan Britama Pada Bank BRI Cabang Fatmawati

Liquidity ◽  
2018 ◽  
Vol 1 (1) ◽  
pp. 72-80
Author(s):  
Viva Faronika ◽  
Asriyal Asriyal
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Acceptable Level ◽  
Level Of Service ◽  
Level Of Satisfaction ◽  
Service Policies ◽  
Improve Service Quality ◽  
Relationship Of

If the customer is greater than acceptable level of service, the cutomer is not satisfied. Conversely, if an acceptable level of service greater than the expectations of customers, the customer will be satisfied. This means that if Bank BRI branch Fatmawati can improve service quality to its customer it will affect the level of satisfaction. In this research found evidence that, in terms of the creation of quality services, Bank BRI branch Fatmawati is one of the branches that participate to implement the established policies and service in accordance with the exiting service standard in the banking world. Amount of influence the determination of quality of service policies applied by the Bank BRI branch Fatmawati indicated by r2. r2 value only 45 % and the rest 55 % influenced by other variables not studied. Meanwhile, the variable relationship of service quality to customer satisfaction can be seen from the values r = 0,67. This shows the value of the correlation coefficient between the variables of service quality to customer satisfaction. This means there are strong relationships between the independent variable X (quality of service) to the dependent variable Y (customer satisfaction). Since r = 0,67 (67 %) greater then 50 %.

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