scholarly journals Analysis of Mie Gacoan Customer Loyalty through Customer Experience and Perceived Quality

2021 ◽  
Vol 5 (2) ◽  
pp. 936-945
Author(s):  
Mellasan Ayuwardani ◽  
Bagus Yunianto Wibowo ◽  
Nanang Adie Setyawan
Keyword(s):  
Customer Loyalty ◽  
Customer Experience ◽  
Perceived Quality ◽  
Structural Equations ◽  
P Value ◽  
Critical Ratio ◽  
Structural Equations Modeling

Penelitian ini dilaksanakan untuk mengetahui loyalitas konsumen atau costumer loyalty pegunjung gerai Mie Gacoan melalui customer experience dan perceived quality di masa pandemi covid-19. Responden dalam penelitian ini adalah para pengunjung gerai Mie Gacoan dari pelajar maupun pekerja di kota semarang dengan sampel 100 responden dari keseluruhan populasi. Penelitian ini menggunakan alat analisis faktor konfirmatori dan maximum likehood estimation pada SEM (Structural Equations Modeling) dari paket statistik AMOS 24.0 (Analysis of Moment Structure). Teknik pengumpulan data menggunakan kuesioner dengan insidential sampling. Hasil estimasi parameter sesuai dengan hipotesis bahwa customer experience secara signifikan mempengaruhi costumer loyalty dengan nilai critical ratio (c.r) 4,666 dan P-Value ***, perceived quality berpengaruh positif terhadap costumer loyalty dengan nilai critical ratio (c.r) 5,926 dan P-Value ***. Dari penelitian ini dapat disimpulkan bahwa ditengah pandemi covid-19 saat ini para konsumen masih sangat antusias dan setia untuk datang membeli Mie Gacoan maupun pesan secara online walaupun banyak pesaing dalam bisnis kuliner sejenis.

scholarly journals The Influence of Brand Equity Elements on Purchase Decision and Its Imlication on Customer Loyalty

2019 ◽  
Author(s):  
Lingga Binangkitsari ◽  
Sulistiono
Keyword(s):  
Brand Equity ◽  
Customer Loyalty ◽  
Significant Influence ◽  
Brand Loyalty ◽  
Perceived Quality ◽  
Brand Awareness ◽  
Equation Modeling ◽  
Purchase Decision ◽  
P Value ◽  
Brand Association

This research aims to determine how the influence of brand equity elements (brandawareness, brand association, perceived quality, and brand loyalty) to purchase decision andtheir impact on consumer loyalty PT. Garuda Indonesia in Bogor City. This research usedexogenous variables (brand awareness, brand association, perceived quality and brandloyalty) and endogenous variables (purchase decision and costumer loyalty). The samplemethod that used in this research was Roscoe. With 100 respondents selected are people whohave been used the inflight services of Garuda Indonesia. This research data is processedusing AMOS 22 for structural equation modeling analysis.The results of this research showsthat brand awareness has a positive and significant influence to purchase decision, brandassociation has a positive and significant impact to purchase decision, perceived quality hasa positive and significant influence to purchasie decision, brand loyalty has a positive andsignificant influence to purchase decision, and purchase decision has a positive andsignificant impact on customer loyalty. Because all variables show the result of t-count orCritical Ratio (C.R.) ≥ 1.96 or p value ≤ 0.05 which means the hypothesis is accepted.Keyword: Brand Awareness, Brand Association, Perceived Quality, Brand Loyalty,Purchase Decision, Customer Loyalty

scholarly journals Perceived Quality Membentuk Customer Loyalty via Brand Equity pada Pengguna Smartphone Merek Xiaomi di Tangerang Selatan

2021 ◽  
Vol 4 (2) ◽  
pp. 157
Author(s):  
Rosa Lesmana ◽  
Nardi Sunardi ◽  
Hastono Hastono ◽  
Arif Siaha Widodo
Keyword(s):  
Brand Equity ◽  
Customer Loyalty ◽  
Perceived Quality ◽  
Critical Ratio ◽  
Cross Sectional ◽  
Single Cross

Penelitian ini mencari tahu apakah Perceived Quality berpengaruh terhadap Customer Loyalty melalui Brand Equity pada pengguna smartphone merek Xiaomi di wilayah Tangerang Selatan. Dengan menggunakan pendekatan penelitian kuantitatif dan metode analisis faktor SEM serta alat uji  SPSS Amos 23. Objek analisis adalah konsumen “pengguna smartphone merek Xiaomi” di daerah Tangerang Selatan. Desain penelitian yang digunakan adalah single cross sectional, dengan jumlah sampel sebanyak 150 responden.Hasil menunjukkan bahwa perceived quality berpengaruh signifikan terhadap brand equity pada smartphone merek Xiaomi di wilayah Tangerang Selatan dengan koefisien regresi sebesar 0.882 dan nilai critical ratio 6.891. Brand equity berpengaruh signifikan terhadap customer loyaty pada smartphone merek Xiaomi di wilayah Tangerang Selatan dengan koefisien regresi sebesar 0.612 dan nilai critical ratio sebesar 5.696. Perceived quality secara langsung tidak berpengaruh signifikan terhadap customer loyalty pada smartphone merek Xiaomi di wilayah Tangerang Selatan dengan koefisien regresi sebesar 0.043 dan nilai critical ratio sebesar 0.385. Pengaruh tidak langsung perceived quality terhadap customer loyalty > pengaruh secara langsung perceived quality terhadap customer loyalty sebesar 0.482 > 0.043, diartikan bahwa brand equity memediasi antara perceived quality dengan customer loyalty pada smartphone merek Xiaomi di wilayah Tangerang Selatan

scholarly journals The Formation of Customer Loyalty From Brand Awareness and Perceived Quality through Brand Equity of Xiaomi Smartphone Users in South Tangerang

2020 ◽  
Vol 4 (1) ◽  
pp. 1
Author(s):  
Rosa Lesmana ◽  
Arif Siaha Widodo ◽  
Nardi Sunardi
Keyword(s):  
Brand Equity ◽  
Customer Loyalty ◽  
Regression Coefficient ◽  
Perceived Quality ◽  
Brand Awareness ◽  
Critical Ratio ◽  
Analysis Method ◽  
The South ◽  
Cross Sectional ◽  
Test Result

The purpose of this research was to determine the effect of Brand Awareness and Perceived Quality on Brand Equity, the effect of Brand Equity on Customer Loyalty, and to find out whether Brand Equity mediates between Brand Awareness and Perceived Quality on Customer Loyalty of the Xiaomi smartphone user in South Tangerang area. The type of the research is quantitative using the factor analysis method, and SEM and the tools used SPSS Amos 23. The unit of analysis in this study is the consumer who uses the Xiaomi smartphone in South Tangerang area. The research design is single cross sectional, a sample size of 150 respondents. The results show that brand awareness does not have a significant effect on brand equity on Xiaomi smartphones in South Tangerang area with a regression coefficient value of -.730 and critical ratio value -1.183. Perceived quality has a significant effect on brand equity on Xiaomi smartphone in the South Tangerang area with a regression coefficient of 0.964 and a critical ratio value of 4,450. Brand equity has a significant effect on customer loyalty of the Xiaomi smartphone in the South Tangerang area with a regression coefficient of 0.590 and a critical ratio value of 5,373. Brand awareness has no significant effect on customer loyalty on the Xiaomi smartphones in the South Tangerang area with a regression coefficient of 0.608 and a critical ratio value of 1.343. Perceived quality has no significant effect on customer loyalty of the Xiaomi smartphones in South Tangerang area with a regression coefficient of -0.164 and a critical ratio value of -0.880. Brand awareness indirectly has no significant effect on customer loyalty through brand equity on the Xiaomi smartphones in South Tangerang area with a regression coefficient of -0.181 and the Sobel test result of -3,000. Perceived quality indirectly has a significant effect on customer loyalty through brand equity on the Xiaomi smartphones in South Tangerang area with a regression coefficient of 0.663 and the results of the Sobel test of 20,165

Communication, Trust, and Loyalty in the Hotel Sector: The Mediator Role of Consumer's Complaints

2020 ◽  
Vol 25 (1) ◽  
pp. 183-187
Author(s):  
Beatriz Palacios Florencio ◽  
Luna Santos Roldán ◽  
Juan Manuel Berbel Pineda
Keyword(s):  
Customer Loyalty ◽  
Structural Equations ◽  
Structural Equations Modeling ◽  
Mediator Role ◽  
Hotel Sector ◽  
The Relationship ◽  
Mediator Variable

The purpose of this study was to analyze how the relationship between communication with customers, loyalty, and trust are mediated by a correct handling of customers' complaints. A survey of 629 customers of the hotel sector, and using structural equations modeling, was used. The results demonstrated that good customer communication and information when handling claims positively and significantly influences customer loyalty and trust. Loyal and trusting customers is one of the aims of companies. These are generally determined by the communication carried out by the firm. Nevertheless, it is understandable that there is a mediator variable: the firm's handling of customers' complaints.

scholarly journals Efecto del coste percibido, la calidad de servicio y la satisfacción sobre las intenciones futuras del espectador

2020 ◽  
Vol 30 (2) ◽  
pp. 619
Author(s):  
Ferran Calabuig Moreno ◽  
Josep Crespo Hervás ◽  
Javier Mundina Gómez
Keyword(s):  
Strong Influence ◽  
Perceived Value ◽  
Perceived Quality ◽  
Structural Equations ◽  
Repurchase Intention ◽  
Structural Equations Modeling ◽  
The Future ◽  
Quality Value

Recently the study of perceived value has been introduced as a variable that has a strong influence in the development of satisfaction and the repurchase intention. This work provides an analysis of the perceived quality, value,  satisfaction and future intentions of spectators in a mega sports event. Trough structural equations modeling results indicate a strong effect of cost value on satisfaction. It is further noted that cost value is the variable that has more weight in predicting the future intentions of spectators.

Structuring Structural Equations Modeling

2003 ◽  
Vol 48 (5) ◽  
pp. 680-683 ◽  
Author(s):  
Alexander von Eye
Keyword(s):  
Structural Equations ◽  
Structural Equations Modeling

Selecting which touchpoints to manage for customer loyalty: an empirical analysis in retail banking

2019 ◽  
pp. 39-54
Author(s):  
Marco Ieva ◽  
Cristina Ziliani
Keyword(s):  
Empirical Analysis ◽  
Customer Loyalty ◽  
Online Survey ◽  
Customer Experience ◽  
Retail Banking ◽  
Customer Experience Management ◽  
Moderating Role

Customer Experience develops through a journey of touchpoints. However, little is known on the role of touchpoints in contributing to customer loyalty, which is the final aim of Customer Experience Management. This study provides an examination of the relative and moderating role of frequency and positivity of exposure to more than twenty touchpoints and their interplay in contributing to customer loyalty. An online survey on more than three thousand consumers is run with reference to retail banking. Results show that only a small number of touchpoints is significantly related to customer loyalty. Findings point companies' attention to invest their efforts in managing both the frequency and positivity of specific touchpoints.

scholarly journals The Role of Sustainable Restaurant Practices in City Branding: The Case of Athens

2021 ◽  
Vol 13 (4) ◽  
pp. 2271
Author(s):  
Dimitris Karagiannis ◽  
Meletios Andrinos
Keyword(s):  
Local Government ◽  
Customer Satisfaction ◽  
Customer Experience ◽  
Perceived Quality ◽  
City Branding ◽  
Branding Strategy ◽  
Green Practices ◽  
Sustainability Practices

The purpose of this study is to identify and analyze the role that restaurant practices play on tourists’ choices and specifically on city branding. It examines whether sustainability practices are considered by customers to be part of what they perceive as overall quality, leading to customer satisfaction, loyalty, and repeat business. It examines whether sustainability practices become part of the customer experience and perceived quality, and if they could work as another key predictor of customer dining satisfaction effecting their decisions to revisit a destination. Several studies focused on sustainability practices from the restaurant owner’s perspective, but there is no study investigating the viewpoint of international tourists and consumers of common restaurants, and the influence of green practices on visiting a major European capital during the COVID-19 pandemic. Our research was conducted using a sample of 204 international consumers after completing meals at local restaurants in Athens. This study offers insights on the role that sustainable and green practices of restaurants play in customer satisfaction as it relates to a potential re-visit of a destination; however, it still shows a path worth investigating. Restaurateurs, tourism experts (DMO), and local government should monitor what influences the satisfaction of potential global tourists while taking their sensitivity on sustainability issues into account when shaping their branding strategy during the COVID-19 era.

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