scholarly journals Study The Effects Of Corporate Image, Service Quality And Price Perceptions On Customer Satisfaction And Purchase Loyalty (A Survey On Pertamina In South Sulawesi Province)

2020 ◽  
Vol 5 (2) ◽  
Author(s):  
Paulus Johan Lolo
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Structural Equation ◽  
Sampling Method ◽  
Equation Model ◽  
Corporate Image ◽  
Price Perception ◽  
South Sulawesi ◽  
Quota Sampling ◽  
Price Perceptions

This study seeks to analyze the influence of corporate image, quality services and price perceptions of Pertamina product customer satisfaction, analyze the influence of corporate image, service quality and price perceptions on purchase loyalty, analyze customer satisfaction on purchase loyalty, and analyze the influence of corporate image, service quality and price perception through customer satisfaction on purchase loyalty. The study was conducted at the Pertamina Office in South Sulawesi Province with a population of 5,540 people and a sample of 277 respondents based on a 5% Quota sampling method. Data were analyzed using the Structural Equation Model using AMOS 18. The results found that corporate image, service quality and price perception had a positive and significant effect on customer satisfaction. Corporate image, service quality and price perception have a positive and significant effect on purchase loyalty. Customer satisfaction has a positive and significant effect on purchase loyalty. Feelings of pleasure using the product as an actualization of the attitude of customer loyalty, corporate image and service quality through customer satisfaction has a positive and significant effect on purchase loyalty, while price perception through customer satisfaction has a positive and insignificant effect on purchase loyalty. 

scholarly journals Effect of Service Quality and Corporate Image Satisfaction and Loyalty of Post Service Users in Regional X Sulawesi and Maluku

2018 ◽  
Vol 10 (2) ◽  
pp. 74
Author(s):  
Andi Syarifuddin ◽  
H. Syahnur Said ◽  
H. Annas Plyriadi ◽  
Hj. Rastina Kalla
Keyword(s):  
Service Quality ◽  
Service User ◽  
Structural Equation ◽  
Sampling Method ◽  
Equation Model ◽  
Corporate Image ◽  
Service Users ◽  
Postal Service ◽  
Intermediate Variable ◽  
Quota Sampling

<p>The purpose of this study is to analyze the influence of service quality and corporate image directly to the satisfaction of postal service users, to analyze the influence of service quality and corporate image directly to the loyalty of postal service users, to analyze the direct effect of satisfaction on postal service user loyalty, and to analyze the quality services and corporate image indirectly through the satisfaction of postal service user loyalty. The research was conducted at Regional Post Office X Sulawesi and Maluku with a population of 5,540 people and a sample of 277 respondents based on quota sampling method 5%. The data of the questionnaire was analyzed using Structural Equation Model using AMOS 18 assistance. The result of the research found that the service quality and the corporate image directly had a positive and significant effect on the satisfaction and loyalty of the postal service users in Regional X Sulawesi and Maluku. Indirectly the image of the company through satisfaction has a positive and insignificant effect on the loyalty of postal service users in Regional X Sulawesi and Maluku, it means that the satisfaction of the postal service users as the intermediate variable cannot be the mediating variable on the influence of corporate image in increasing the loyalty of the postal service users. The overall influence seen from the total effect of the greatest effect is the satisfaction on the loyalty of postal service users, meaning that the higher the customer satisfaction on the service received, the more growing the level of loyalty to use the postal service.</p>

The Investigation of Service Quality Dimensions, Customer Satisfaction and Corporate Image in Indian Public Sector Banks: An Application of Structural Equation Model(SEM)

2017 ◽  
Vol 21 (1) ◽  
pp. 76-85 ◽  
Author(s):  
Rishi Kant ◽  
Deepak Jaiswal ◽  
Suyash Mishra
Keyword(s):  
Public Sector ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Structural Equation ◽  
Banking Sector ◽  
Measurement Model ◽  
Equation Model ◽  
Corporate Image ◽  
National Capital Region ◽  
Public Sector Banks

The purpose of this article is to identify the dimensions of service quality (SQ) in the banking sector and examine the effect of SQ dimensions on customer satisfaction (CS), and therefore the effect of CS on corporate image (CI) in the selected public sector banks (PSBs) in India. The sample of the study consists of 640 retail customers of PSBs in the National Capital Region (NCR) of India and the data were collected through a structured questionnaire using a 7-point Likert scale based on purposive sampling. Therefore, the authors empirically validate a measurement model using structural equation modelling (SEM) through path analysis. The findings revealed that ‘tangibility’ and ‘assurance’ dimensions were most important predictors of CS among all five dimensions of SQ. In addition, the results also validate that CS is an important antecedent for influencing CI, and therefore CS acts as a linkage between SQ dimensions and CI in the Indian context. Finally, the research article presents the conclusion, implications and limitations and the possible directions for further research.

scholarly journals The Effect of Service Quality, Corporate Image, and Price Perceived in Creating Customer Satisfaction and Loyalty on Education Business

2020 ◽  
Vol 10 (1) ◽  
pp. 45-56
Author(s):  
Slamet Heri Winarno ◽  
Aloysius Rangga Aditya Nalendra ◽  
Bryan Givan
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Quantitative Research ◽  
Corporate Image ◽  
Equation Modeling ◽  
Business Services ◽  
Price Perception ◽  
Customer Satisfaction And Loyalty

Competition in business services, especially education services show a trend that increasingly tight nowadays. Each school is required to be able to create a level of satisfaction and loyalty for its service users. This study was conducted to determine the effect of service quality, corporate image and price perception in creating customer satisfaction and loyalty. In this study using 173 respondents as a sample by using the method of saturated sampling. This research is a quantitative research using the observation method, interview, and spreading of the questionnaire. The analysis technique used is Structural Equation Modeling (SEM) with the path diagram. Variables used include quality of service (X1), corporate image (X2), price perception (X3), customer satisfaction (Y1) and customer loyalty (Y2). The results showed that customer satisfaction is influenced by corporate image and price perception of 18.4% while customer loyalty is influenced by price perception and customer satisfaction of 60.5%. This suggests that service quality is not always a decisive factor in customer satisfaction and loyalty.

scholarly journals PENGARUH HARGA, PROMOSI DAN KUALITAS PELAYANAN TERHADAP BRAND IMAGE GRAB DENGAN KEPUASAN KONSUMEN

2021 ◽  
Vol 10 (1) ◽  
pp. 82
Author(s):  
Ida Bagus Putra Pradnyana ◽  
I Gusti Ngurah Putra Suryanata
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Structural Equation Model ◽  
Structural Equation ◽  
Sampling Method ◽  
Brand Image ◽  
Equation Model ◽  
Test Results ◽  
Price Promotion ◽  
Analysis Technique

The purpose of this study was to determine the effect of price, promotion and service quality and customer satisfaction on brand image. The population in this study are people in Denpasar City who use the Grab application. The number of samples obtained is 100 respondents using the Lemeshow formula, which has been determined by the non-probability sampling method, namely incidental sampling. The analysis technique used is the statistical method of Structural Equation Model (SEM). The test results show that the variables of price, promotion, service quality and customer satisfaction have an effect on brand image. Keywords: price, promotion, service quality, customer satisfaction, brand image  

The Determinant of Customer Satisfaction that Gives the Effect of Word of Mouth in PT. BPR Krisna Yuna Dana,Gianyar Bali

2018 ◽  
Vol 9 (02) ◽  
pp. 20519-20532
Author(s):  
Ni Putu Wiwik Juliantari ◽  
I Nengah Suardhika ◽  
IGN Eka Teja Kusuma
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Structural Equation ◽  
Word Of Mouth ◽  
Equation Model ◽  
Corporate Image ◽  
Partial Least Square ◽  
Least Square ◽  
Insignificant Effect ◽  
Time Deposits

This study aims to test and analyze the quality of service, corporate image, customer satisfaction, and word of mouth. This research was conducted at PT. BPR Krisna Yuna Dana, Gianyar Bali with the research population are all customers of PT BPR Krisna Yuna Funds both savings, time deposits and credits, a sample of 95 customers using proportionate sampling method. All data obtained from questionnaires are suitable for use, then analyzed using structural equation model based on variance analysis known as Partial Least Square (PLS). The result of the research shows that service quality has positive and significant effect to customer satisfaction, service quality has positive and insignificant effect to company image, company image has positive and significant effect to customer satisfaction, service quality have positive and insignificant effect on word of mouth, positive and significant to word of mouth, corporate image has a positive and significant effect on word of mouth, corporate image can influence word of mouth through customer satisfaction and service quality can influence word of mouth through customer satisfaction. The implication of this research is that service quality can be improved by paying attention to service guarantee, corporate image can be improved by paying attention to company management. Customer satisfaction can be improved by paying attention to customer satisfaction to product and word of mouth can be improved by paying attention to motivate friend / relation.

scholarly journals Effect of Service Quality and Price Perception on Corporate Image, Customer Satisfaction and Customer Loyalty among Mobile Telecommunication Services Provider

2017 ◽  
Author(s):  
Bambang Hermawan ◽  
Salim Basalamah ◽  
Asdar Djamereng ◽  
Annas Plyriadi
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Corporate Image ◽  
Mobile Telecommunication ◽  
Mobile Telecommunications ◽  
Price Perception ◽  
Insignificant Effect ◽  
Telecommunications Services

This study aimed to analyze the effect of service quality and price to corporate, customer satisfaction and customer loyalty of mobile telecommunications services in the city of Makassar. Research conducted on customers of mobile telecommunications services by setting a sample of 225 respondents. Data were analyzed using Structural Equation Model (SEM) through Analysis of Moment Structures (AMOS) Ver. 21. The results showed that the quality of the service directly positive and significant effect on corporate image and customer satisfaction. Service quality has a positive and insignificant effect on customer loyalty. Price perception has a positive and significant effect on corporate image, customer satisfaction and customer loyalty. Corporate image has a positive and significant effect on customer satisfaction. Corporate image has a positive and insignificant effect on customer loyalty.

scholarly journals Customer Loyalty of the Cement Products: The Role of Marketing, Service Quality and Customer Satisfaction

2017 ◽  
Vol 8 (2) ◽  
pp. 213
Author(s):  
Dachlan Taha ◽  
Basri Modding ◽  
Sabri Hasan ◽  
Hamza Ella
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Negative Impact ◽  
Equation Model ◽  
Insignificant Effect ◽  
South Sulawesi ◽  
Marketing Variables ◽  
Marketing Service

<p>The purpose of this study was to analyze marketing, service quality and its impact on customer satisfaction and customer loyalty, and analyze the influence marketing and service quality on customer loyalty as a mediator customer satisfaction. Research conducted in South Sulawesi province with a sample of 215 local and national developers who use Tonasa cement products. Data from the questionnaires were analyzed using Structural Equation Model using AMOS 18 and Sobel test for mediator effect. The study found that marketing has a negative and no significant effect on customer satisfaction. In general the users complained marketing Tonasa cement applied by the cement Tonasa Company and this is the cause of marketing judged negatively, thus providing insignificant effect on customer satisfaction. Services quality has a positive and insignificant effect on customer loyalty. Service quality has done well, but the demand for service quality shown Tonasa Cement Company contributes insignificant effect on customer loyalty. Marketing has a negative and insignificant effect on customer loyalty as a mediator customer satisfaction. It shows that all the indicator do not provide reinforcement to the marketing variables that cause a negative impact and customer satisfaction is not able to mediate to have a significant effect on customer loyalty.</p>

scholarly journals Pengaruh E-Service Quality dan Perceived Value Terhadap Repurchase Intention Dengan Customer Satisfaction Sebagai Variabel Mediasi Pada Bisnis E-Commerce

2020 ◽  
Vol 4 (5) ◽  
pp. 217
Author(s):  
Novandy Yusanida Wiryana ◽  
Rezi Erdiansyah
Keyword(s):  
Data Collection ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Structural Equation ◽  
Sampling Method ◽  
Perceived Value ◽  
Equation Model ◽  
Survey Method ◽  
Repurchase Intention ◽  
Processing Data

The purpose of this study is to determine the effect e-service quality and perceived value on repurchase intention through customer satisfaction as a mediating variable in e-commerce business. The research was conducted quantitatively through survey method as many as 165 respondents toward customer at least had made transactions with e-commerce in West Jakarta Region. The sampling method uses non probability such as purposive sampling. The method of data collection is done by distributing questionnaries online and processing data uses SPSS and LISREL 8.70 for structural equation model (SEM). The result of the research hypothesis show that e-service quality, perceived value and customer satisfaction have a positive and significant effect on repurchase intention and customer satisfaction madiates the effect of e-service quality and repurchase intention on repurchase intention.

scholarly journals Consumer Satisfaction and Sustainable Loyalty in Retail: Perspective from Serice Quality and Perceived Price

2021 ◽  
Vol 1 ◽  
Author(s):  
Meylia Amanatul Rochma ◽  
Devy Eleonora Julya Christanti Jun ◽  
Achmad Yanu Alif Fianto
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Consumer Satisfaction ◽  
Structural Equation ◽  
Equation Model ◽  
Partial Least Square ◽  
Least Square ◽  
Price Perception ◽  
Perceived Price

This research investigates the effect of service quality and price perception on customer satisfaction and the effect of customer satisfaction on customer loyalty. This research also seeks to investigate the mediating role of customer satisfaction on the relationship between service quality and price perception with customer loyalty. This research focuses observations on 100 students in Sidoarjo who have made purchases in Indomaret- Sidoarjo. To test the research hypothesis, this research adopted the Structural Equation Model-Partial Least Square (SEM-PLS) technique using SmartPLS. This research found that customer satisfaction has a significant effect on customer loyalty and price perception also has a significant effect on customer loyalty. However, this study actually proves that service quality apparently has no significant effect on customer satisfaction

scholarly journals Effect of Service Quality and Price Perception on Corporate Image, Customer Satisfaction and Customer Loyalty among Mobile Telecommunication Services Provider

2017 ◽  
Vol 8 (1) ◽  
pp. 62
Author(s):  
Bambang Hermawan ◽  
Salim Basalamah ◽  
Asdar Djamereng ◽  
Annas Plyriadi
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Corporate Image ◽  
Mobile Telecommunication ◽  
Mobile Telecommunications ◽  
Price Perception ◽  
Insignificant Effect ◽  
Telecommunications Services

This study aimed to analyze the effect of service quality and price to corporate, customer satisfaction and customer loyalty of mobile telecommunications services in the city of Makassar. Research conducted on customers of mobile telecommunications services by setting a sample of 225 respondents. Data were analyzed using Structural Equation Model (SEM) through Analysis of Moment Structures (AMOS) Ver. 21. The results showed that the quality of the service directly positive and significant effect on corporate image and customer satisfaction. Service quality has a positive and insignificant effect on customer loyalty. Price perception has a positive and significant effect on corporate image, customer satisfaction and customer loyalty. Corporate image has a positive and significant effect on customer satisfaction. Corporate image has a positive and insignificant effect on customer loyalty.

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