scholarly journals Pengaruh Customer Perceived Value, Customer Satisfaction, Dan Product Innovation Terhadap Customer Loyalty (Studi Kasus Rebranding All New Sour Sally)

2019 ◽  
Vol 3 (1) ◽  
Author(s):  
Faranita Amelia Dan Keni
Keyword(s):  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Product Innovation ◽  
Sampling Method ◽  
Perceived Value ◽  
Competitive Advantages ◽  
Independent Variables ◽  
Descriptive Research ◽  
Customer Perceived Value ◽  
Area Data

This study aims to determine the success of All New Sour Sally rebranding in attracting customer loyalty, which loyalty is seen as one of the important criteria for companies to gain their competitive advantages. The research carries out by taking three independent variables, consisting of customer perceived value, customer satisfaction, and product innovation. This is a descriptive research by using questionnaire which distributed to 167 respondents in Jakarta area. Data was collected by using non probability sampling method. Multiple regression analysis used for data analysis by using SPSS version 23. The findings of the study prove the previous research that each of the three independent variables have significant effect to influence customer loyalty.

PENGARUH NILAI PELANGGAN, INOVASI PRODUK DAN KUALITAS LAYANAN TERHADAP LOYALITAS NASABAH BANK MUAMALAT INDONESIA CABANG MADIUN

2018 ◽  
Vol 1 (1) ◽  
Author(s):  
Binti Mutafarida
Keyword(s):  
Quality Of Service ◽  
Customer Loyalty ◽  
Random Sampling ◽  
Product Innovation ◽  
Customer Value ◽  
Research Method ◽  
Sampling Method ◽  
Descriptive Research ◽  
Independent Variable

The development of sharia banking in Indonesia very rapidly grow up preceded by Bank Muamalat Indonesia and in 2013 ranked as the bank with the highest loyalty and the best among other sharia banking nationally. Bank Muamalat Indonesia branch of Madiun is one of the first branch in Madiun and currently has many competitors from other sharia banking. Based on this background, in this study take what factors affect the size of customer loyalty Bank Muamalat Indonesia branch of Madiun. Based on the result of research, it is found that the level of loyalty of customer of Bank Muamalat of Madiun branch is mostly influenced by product innovation with value of t test value obtained by t-count 2,493, while second factor is influenced by service quality with result of tcount 2,268. So the least influenced factor by the value of the customer is with value of 2.217. This research is a descriptive research method and associative / relationship, this matter to know the value of independent variable. While population of this research is funding customer of Bank Muamalat Indonesia branch of Madiun with amount of 22.196 customer by taking data using random sampling method as much as 108 customer. Keyword: Customer Value, Product Innovation AND Quality Of Service

Mobile communications: a comprehensive hierarchical modelling approach

2014 ◽  
Vol 26 (1) ◽  
pp. 114-146 ◽  
Author(s):  
Michael Daniel Clemes ◽  
Xin Shu ◽  
Christopher Gan
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Mobile Communications ◽  
Switching Costs ◽  
Important Determinant ◽  
Perceived Value ◽  
Corporate Image ◽  
Content Type ◽  
Customer Perceived Value

Purpose – Global mobile communication is one of the most dynamic and important service markets. Several researchers suggest using a theoretical approach to develop a much deeper insight into key marketing constructs such as service quality, customer perceived value, customer satisfaction, perceived switching costs, corporate image, and customer loyalty is of vital importance to the mobile communications market. This study aims to develop and test a comprehensive hierarchical model of these six important constructs. The model also incorporates the retailing function of a major mobile communication provider. Design/methodology/approach – The research sample of 516 was drawn from customers of one of the largest mobile communications service providers in China. The data were analysed using exploratory factor analysis, confirmatory factor analysis and structural equation modelling. Findings – The results of the study support using a hierarchical and multidimensional approach for conceptualising and measuring customers' perceptions of service quality in the mobile communications market. In addition, the findings illustrate that service quality is an important determinant of customer perceived value, customer satisfaction, corporate image, and perceived switching costs. Customer perceived value is also an antecedent of customer satisfaction. Corporate image, customer satisfaction, and perceived switching costs are three key drivers of customer loyalty. However, the findings also indicate that corporate image is not an important determinant of customer satisfaction and that customer perceived value is not a key driver of customer loyalty. Originality/value – This is the first paper that has developed and tested a comprehensive hierarchical model of the mobile communications market.

scholarly journals Pengaruh Perceived Value Terhadap Loyalty dan Purchase Intention pada Ragnarok Mobile Game di Jakarta

2019 ◽  
Vol 3 (6) ◽  
pp. 65
Author(s):  
Diana Chandra didjaja Dan Yanuar
Keyword(s):  
Purchase Intention ◽  
Sampling Method ◽  
Perceived Value ◽  
Sem Analysis ◽  
Growth Potential ◽  
Mobile Games ◽  
Mobile Game ◽  
Descriptive Research ◽  
Main Factors ◽  
Area Data

Huge growth potential has been predicted for in-app purchases and the mobile game market but little is known about what motivates game players to make purchases in mobile game. This study aims to determine the main factors that can influence the purchase intention from players in Ragnarok mobile games. Based on previous research, this study revealed perceived value and loyalty of all players can attract purchase intention. This is a descriptive research by using questionaire which distributed to 120 respondents in Jakarta area. Data was collected by using non probability sampling method. SEM analysis were used for data analysis by using SmartPLS. From this study, it was found that variable perceived value and variable loyalty can influence purchase intention significantly. It was found that loyalty can be a mediator between perceived value and purchase intention.

The effect of experience quality on customer perceived value and customer satisfaction and its impact on customer loyalty

2020 ◽  
Vol 32 (6) ◽  
pp. 1525-1540
Author(s):  
Andriani Kusumawati ◽  
Karisma Sri Rahayu
Keyword(s):  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Perceived Value ◽  
Statistical Technique ◽  
Equation Modeling ◽  
Content Type ◽  
Customer Perceived Value ◽  
Perceived Values ◽  
The Relationship

PurposeTo test the effect of experience quality on customer perceived value and customer satisfaction and its impact on customer loyalty to the visitors of natural nuanced outdoor cafés in the hilly areas of Joyo Agung, Malang.Design/methodology/approachThis study uses four variables, namely experience quality, customer perceived value, customer satisfaction, and customer loyalty. The population used in this research was all customers or visitors who buy and enjoy the products and services provided by the natural outdoor cafés in Malang. This study used structural equation modeling (SEM) as inferential statistical technique.Findings1) Quality experience has a significant effect on customer perceived value, customer satisfaction, and customer loyalty; 2) customer perceived value has a significant effect on customer satisfaction and customer loyalty; and 3) customer satisfaction has a significant effect on customer loyalty.Originality/valueBased on the results of previous research and the phenomenon that has been described previously, the research gaps found in this study are: (1) the relationship between experience quality and customers’ perceived values. (2) There are differences in the relationship between experience quality and customer satisfaction found in the research, which examines the effect of experience quality on customer loyalty. (3) Experience quality and customer loyalty variables still differ in the research concerning the effect of experience quality on customer loyalty. (4) The influence of customer satisfaction and customer loyalty is still different in the research results regarding the effect of customer satisfaction on customer loyalty.

scholarly journals Pengaruh Persepsi Kemudahan Berbelanja, Reputasi Website, Dan Kualitas Website Terhadap Minat Beli Online: Kepercayaan Sebagai Variabel Mediasi

2019 ◽  
Vol 3 (1) ◽  
Author(s):  
Wiendy Deborah Dan Keni
Keyword(s):  
Regression Analysis ◽  
Data Analysis ◽  
Purchase Intention ◽  
Sampling Method ◽  
Website Quality ◽  
Probability Sampling ◽  
Independent Variables ◽  
Descriptive Research ◽  
Main Factors ◽  
Area Data

This study aims to determine the main factors that can influence the purchase intention from consumers. Based on previous research, three independent variables were obtained: perceptions of ease to use, website reputation, website quality and one intervening variable; trust that can attract purchase intention. This is a descriptive research by using questionnaire which distributed to 164 respondents in Jakarta area. Data was collected by using non probability sampling method. Regression analysis were used for data analysis by using SPSS. From this study, it was found that the influence of each variables can directly and indirectly influence purchase intention significantly.

Impact of service quality, corporate image and customer satisfaction towards customers’ perceived value in the banking sector in Pakistan

2015 ◽  
Vol 33 (4) ◽  
pp. 442-456 ◽  
Author(s):  
Hashim Zameer ◽  
Anam Tara ◽  
Uzma Kausar ◽  
Aisha Mohsin
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Banking Sector ◽  
Perceived Value ◽  
Corporate Image ◽  
Content Type ◽  
Independent Variables ◽  
Customer Perceived Value ◽  
The Impact ◽  
The Relationship

Purpose – The purpose of this paper is to explore the impact of services quality, customer satisfaction and corporate image on customer perceived value in the banking sector of Pakistan. Design/methodology/approach – A model is developed to show the relationship between dependent and independent variables taken from the existing literature. The data are collected from 200 respondents taken from the five major cities of Pakistan using structured questionnaire. Correlation and regression are applied to estimate the relationship between variables and find out the extent to which the independent variables have impact on the dependent variable. Findings – Results show that there is a positive relation between the service quality, customer satisfaction and corporate image. It is also analyzed by the results that service quality and customer satisfaction have high impact on the customer perceived value where corporate image also effect the customer perceived value. Originality/value – This paper identified the impact of service quality, customer satisfaction and corporate image on the customer perceived value that helps the services sector especially banks how they can improve the customer perceived value through improving their service quality, customer satisfaction and corporate image.

scholarly journals Jurnal Manajemen Bisnis Dan Kewirausahaan

2019 ◽  
Vol 3 (1) ◽  
Author(s):  
Magister Manajemen
Keyword(s):  
Customer Loyalty ◽  
Product Innovation ◽  
Purchase Intention ◽  
Perceived Value ◽  
Green Marketing ◽  
Green Product ◽  
Product Involvement ◽  
Business Model Canvas ◽  
Customer Perceived Value ◽  
Net Profit

  JURNAL MANAJEMEN BISNISDAN KEWIRAUSAHAAN   Volume 03/No.1/Januari /2019                                                               e-ISSN 2598-0289  Terbit enam kali dalam setahun. Berisi tulisan yang diangkat dari hasil penelitian di bidang Ilmu Manajemen dan Kewirausahaan.   Ketua Dewan PenyuntingProf. Ir. Carunia Mulya Firdausy, MA, Ph.D – Universitas Tarumanagara  Wakil Ketua Dewan PenyuntingDr. Eko Harry Susanto – Universitas Tarumanagara  Anggota Dewan Penyunting Dr. Ir. Agus Zainul Arifin, MM – Universitas TarumanagaraDr. Eddy Supriyatna MZ, M.HUM – Universitas TarumanagaraDr. Anas Lutfi, MM, MKN – Universitas IndonesiaDr. Hardius Usman, M.Si – Universitas IndonesiaDr. Indra Widjaja, SE, MM – Universitas TarumanagaraDr. Hetty Karunia Tunjung Sari – Universitas Tarumanagara   SekretariatMaria Benedicta, SEStephanie Pane, SE, MM    Alamat Penyunting dan Tata Usaha: Program Studi MM Untar, Kampus 1, Gedung Utama, Lantai 14, Jl. Let. Jen. S. Parman No. 1 Grogol, Jakarta 11440. Telp. (62-21) 5655806 dan Fax. (62-21) 5655808. Email: [email protected]         JURNAL MANAJEMEN BISNIS & KEWIRAUSAHAAN        Januari 2019, Volume  03, No 1                                                               e-ISSN 2598-0289Halaman 1-108 ANALISIS STRATEGI BISNIS PADA PT. XYZFelicia Verdiana Wibisono                                                                                                                                                      01-07 STRATEGI PENGEMBANGAN PELABUHAN SUNDA KELAPA SEBAGAI GERBANG WISATASEJARAH DI JAKARTANovi Handayani                                                                                                                                                                    08-14 PENTINGNYA STRATEGI BISNIS YANG TEPAT DALAM MEMPERTAHANKAN EKSISTENSI SUATU USAHA(STUDI KASUS: PENUTUPAN SEVEL)Ari Yuliani dan Eko Harry Susanto                                                                                                                                       15-22 PENGARUH PRODUCT INVOLVEMENT, MILK KNOWLEDGE DAN PERCEIVED VALUE TERHADAPPURCHASE INTENTION (KASUS : PRODUK SUSU ULTRAMILK)Ricky dan Chairy                                                                                                                                                                    23-28 ANALISIS PENGARUH  RASIO NILAI PASAR, SOLVABILITAS DAN PROFITABILITASTERHADAPHARGA SAHAM PADA PERUSAHAAN YANG TERDAFTAR DI INDEKS LQ-45  TAHUN 2013 - 2017Bode Verry Fair Sitorus                                                                                                                                                          29-36 PENGARUH KUALITAS LAYANAN DAN KEPERCAYAAN TERHADAP KEPUASAN PELANGGANZefanya                                                                                                                                                                                  37-44 PENGARUH NET PROFIT MARGIN, EARNING PER SHARE, DAN RETURN ON ASSET TERHADAPHARGA SAHAM PERUSAHAAN PROPERTI DI BEIKenny                                                                                                                                                                                      45-50 PENGARUH GREEN MARKETING MIX TERHADAP GREEN PRODUCT PURCHASE INTENTION PADAPRODUK INNISFREE DI JAKARTA DENGAN CONSUMER’S ATTITUDE SEBAGAI VARIABEL MEDIASIStevany Febriani                                                                                                                                                                    46-57 ANALISIS KINERJA KEUANGAN PT CIPUTRA DEVELOPMENT TBK (CTRA)SETELAH PENERBITAN DANA INVESTASI REAL ESTAT (DIRE)Martin Teguh Wibowo                                                                                                                                                           58-64 PENGARUH CUSTOMER PERCEIVED VALUE, CUSTOMER SATISFACTION,DAN PRODUCT INNOVATION TERHADAP CUSTOMER LOYALTY(STUDI KASUS REBRANDING ALL NEW SOUR SALLY)Faranita Amelia dan Keni                                                                                                                                                     65-70 STRATEGI PEMASARAN PT. HUAWEI DALAM MENINGKATKAN PANGSA PASARNicolas Septian dan Chairy                                                                                                                                                   71-77 ANALISIS PENGARUH E-SERVICE QUALITY DAN PERCEIVED VALUE TERHADAP KEPUASAN PELANGGANDAN LOYALITAS PELANGGAN LAYANAN INTERNET INDIHOMELia Arisyanti Ndun                                                                                                                                                                 78-84 STRATEGI DIFERENSIASI PADA PT MATAHARI DEPARTMENT STORE TBKShieni                                                                                                                                                                                       85-89 ANALISIS PENGEMBANGAN BUSINESS MODEL CANVAS DALAM UPAYA MENINGKATKANKEUNGGULAN BERSAING PT. XYZBudiarto                                                                                                                                                                                 90-95      ANALISIS PREDIKSI POTENSI KEBANGKRUTAN PT INDO ASIA SUKSES DENGANMODEL ZMIJEWSKI DAN MODEL SPRINGATEWilly                                                                                                                                                                                        96-101 PENGARUH PERSEPSI KEMUDAHAN BERBELANJA, REPUTASI WEBSITE, DAN KUALITAS WEBSITETERHADAPMINAT BELI ONLINE: KEPERCAYAAN SEBAGAI VARIABEL MEDIASIWiendy Deborah dan Keni                                                                                                                                                    102-108    

scholarly journals The Effect of Service Quality, Customer Perceived Value and Satisfaction on Loyalty

2011 ◽  
Vol 3 (3) ◽  
pp. 198-212 ◽  
Author(s):  
Yu-Te Tu ◽  
Heng-Chi Chih .
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Service Industry ◽  
Relevant Literature ◽  
Operating Cost ◽  
Perceived Value ◽  
Initial Study ◽  
Strong Impact ◽  
Customer Perceived Value

The service industry has become more and more important for business activities. Service industry contributes about 60% of the annual GDP and 70% of new jobs in America. According to the statistics of Executive Yuan of Taiwan, the service industry contributes over 70% of the annual GDP in 2008. The ultimate goal for companies is to build customer loyalty. With loyal customers, companies can reduce the operating cost and acquisition expenses. An improvement of 5 percent in customer retention leads to an increase of 25 percent to 75 percent in profit. It costs more than five times as much to obtain a new customer than to keep an existing one. This initial study was from relevant literature, then set up research structure and hypotheses. Survey was employed, and respondents were from the customers of TKEC in Taipei area. There were 199 usable questionnaires to analyze descriptive statistics, reliability, validity, and SEM model. The research found that service quality significantly affects customer perceived value and customer satisfaction, and customer perceived value and customer satisfaction have strong impact on customer loyalty for the sample. Therefore, firms have to specifically focus on these factors in order to build a long-term and mutually profitability relationship with a customer and create loyalty as competitive advantages in the market.

Pengaruh Kualitas Layanan Terhadap Loyalitas Nasabah Dengan Intermediasi Kepuasan Nasabah Dan Nilai Yang Dirasakan Nasabah

2011 ◽  
Vol 3 (1) ◽  
pp. 1-15
Author(s):  
Adinoto Nursiana
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Service ◽  
Customer Loyalty ◽  
Perceived Value ◽  
Primary Factor ◽  
Quality Service ◽  
Customer Perceived Value

The bank’s customer service quality is one of the primary factor that can effect customer’s loyality. This research examined the effect of service quality on customer loyalty with the intermediation customer satisfaction and intermediation customer perceived value. As analycal tool in this research is using soware LISREL 8.80.Result from this research. first, service quality has a positif and significant impact on customer satisfaction. Second, service quality has a positif and significant impact on customer perceived value. Third, customer satsfaction has a positif and significant impact on customer loyalty. Fourth, customer perceived value has a negatif and does not have significant impact on customer loyalty. So as to enhance customer loyalty, banks need to provide the best quality service that will improve customer stisfaction. Keyword : Service quality, customer satisfaction, customer perceived value, customer loyalty.

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