PENGARUH RELATIONSHIP MARKETING, KOMUNIKASI PEMASARAN DAN CITRA PERUSAHAAN TERHADAP NIAT PERILAKU KONSUMEN MELALUI KEPUASAN PELANGGAN PADA VASA HOTEL SURABAYA

2019 ◽  
Vol 6 (02) ◽  
Author(s):  
Chandra Kartika ◽  
Fauzi Hidayat ◽  
Efina Krinala
Keyword(s):  
Data Analysis ◽  
Consumer Behavior ◽  
Customer Satisfaction ◽  
Relationship Marketing ◽  
Analysis Data ◽  
Corporate Image ◽  
Marketing Communication ◽  
Behavior Intention ◽  
Relationship Of ◽  
The Relationship

Effects of Relationship in Marketing, Marketing Communication, Corporate Image on the Intention of Consumer Behavior through Customer Satisfaction at Vasa Hotel Surabaya.This study aims to examine and analyze the effect of the relationship of marketing, marketing communication, corporate image on consumer behavior intentions through customer satisfaction at Vasa Hotel Surabaya. The number of respondents in this study was 130 people consisting of 68 men and 62 women. Analysis of this study uses Path Analysis. Data analysis was performed using statistics with SPSS tools. Based on the results of the overall data analysis, it can be seen that together the relationship relationship marketing, marketing communication, corporate image, customer satisfaction variables simultaneously have a significant influence on consumer behavior intentions.Keywords: Relationship marketing, marketing communication, trust icon corporate, customer satisfaction, consumer behavior intention

scholarly journals PENGARUH RELATIONSHIP MARKETING, KOMUNIKASI PEMASARAN DAN CITRA PERUSAHAAN TERHADAP NIAT PERILAKU KONSUMEN MELALUI KEPUASAN PELANGGAN PADA VASA HOTEL SURABAYA

2019 ◽  
Vol 6 (02) ◽  
Author(s):  
Chandra Kartika ◽  
Fauzi Hidayat ◽  
Efina Krinala
Keyword(s):  
Data Analysis ◽  
Consumer Behavior ◽  
Customer Satisfaction ◽  
Relationship Marketing ◽  
Analysis Data ◽  
Corporate Image ◽  
Marketing Communication ◽  
Behavior Intention ◽  
Relationship Of ◽  
The Relationship

Effects of Relationship in Marketing, Marketing Communication, Corporate Image on the Intention of Consumer Behavior through Customer Satisfaction at Vasa Hotel Surabaya.This study aims to examine and analyze the effect of the relationship of marketing, marketing communication, corporate image on consumer behavior intentions through customer satisfaction at Vasa Hotel Surabaya. The number of respondents in this study was 130 people consisting of 68 men and 62 women. Analysis of this study uses Path Analysis. Data analysis was performed using statistics with SPSS tools. Based on the results of the overall data analysis, it can be seen that together the relationship relationship marketing, marketing communication, corporate image, customer satisfaction variables simultaneously have a significant influence on consumer behavior intentions.Keywords: Relationship marketing, marketing communication, trust icon corporate, customer satisfaction, consumer behavior intention

scholarly journals THE LINK BETWEEN SERVICE QUALITY, CORPORATE IMAGE AND BEHAVIORAL INTENTION: SATISFACTION AS AN INTERVENING VARIABLE

2019 ◽  
pp. 119-131
Author(s):  
Yunita Engriani ◽  
Meirisa Permatasari ◽  
Abror Abror ◽  
Dina Patrisia
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Behavioral Intention ◽  
Structural Equation ◽  
Corporate Image ◽  
Partial Least Square ◽  
Least Square ◽  
Behavior Intention ◽  
The Relationship ◽  
Significant Direct Effect

This study aims to analyze the relationship between service quality, corporate image, customer satisfaction and behavioral intention of Garuda Indonesia Airways’ customers. This research also investigates the roles of customer satisfaction as a mediating variable. The population of this study is all customers of Garuda Indonesia Airways. This study employs 150 customers as respondents. The data collection has been conducted by using a convenience sampling method. This research analyzes the data by using the Structural Equation Modelling (SEM) with Partial Least Square (PLS). After some preliminary tests, this study found that service quality has a positive and significant impact on corporate image and customer satisfaction. Service quality has no significant direct impact on behavioral intention. The corporate image has significantly and positively related to behavioral intention. Customer satisfaction is a significant and positive antecedent of behavior intention. Even though there is no significant direct effect of service quality on behavioral intention, surprisingly, it has a significant indirect impact on behavioral intention through customer satisfaction as an intervening variable. Furthermore, some limitations and further research have been addressed.

scholarly journals THE EFFECT OF CUSTOMER VALUE DIMENSIONS TO DESCRIBE CUSTOMER SATISFACTION AND BEHAVIORAL INTENTION OF SHARIA BANKS IN INDONESIA

2018 ◽  
Vol 2 (1) ◽  
pp. 47
Author(s):  
Iwan Budiyono ◽  
Eka Murtiasri
Keyword(s):  
Linear Regression ◽  
Customer Satisfaction ◽  
Behavioral Intention ◽  
Customer Value ◽  
Positive Influence ◽  
Social Emotional ◽  
Online Questionnaire ◽  
Behavior Intention ◽  
Relationship Of ◽  
The Relationship

This study examines the relationship of customer value (CV) dimension added with the spirituality dimension to the satisfaction (KPN) and its impact on the Behavior Intention (BI) of the customers in Sharia Bank savings in Indonesia. Using a customer value approach that consists of: functional, social, emotional and spiritual. The sample consists of 41 people from the Sharia Bank savings of sharia bank population in Indonesia. Samples were collected through the spread of an online questionnaire. The method used is Multiple Linear Regression using SPSS 23 program. The result shows that there is positive influence of customer dimension to customer satisfaction, positive influence of customer value dimension toward behavioral intention and positive influence between customer satisfaction toward behavioral intention.

scholarly journals The effect of green banking product and green corporate image on green customer loyality mediated by green customers satisfaction in Syariah banking

2019 ◽  
Vol 3 (1) ◽  
pp. 81
Author(s):  
Nihayatu Aslamatis Solekah
Keyword(s):  
Sustainable Development ◽  
Data Analysis ◽  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Role Model ◽  
Corporate Image ◽  
Islamic Banking ◽  
Business Practices ◽  
Analysis Technique ◽  
The Relationship

<p class="Keywords">Banking has a high potential as a role model for other industries in applying the principles of Sustainable Development. Islamic banking is a bank that has a potential bank business model by implementing green banking, as well as provisions of Bank Indonesia as the Central Bank which has included Green Banking as a concept to be implemented in its business practices. This study developed a research framework to explore the relationship between green banking products and green corporate image green customer satisfaction, and green customer loyalty for Syariah Banking. Analysis technique used to analyze the data analysis Path (Path analysis). The results showed that for green banking products and green corporate image effect directly on green customer satisfaction but green banking product has not affect directly to  customers satisfaction, opposite green corporate image that affect directly to green customers loyality<strong></strong></p>

FEATURE,NILAI, KEPUASAN DAN LOYALITAS PELANGAN

2017 ◽  
Vol 2 (1) ◽  
pp. 45-52
Author(s):  
Iha Haryani Hatta
Keyword(s):  
Structural Equation Modeling ◽  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Significant Influence ◽  
Customer Value ◽  
Structural Equation ◽  
Equation Modeling ◽  
Relationship Of ◽  
The Relationship ◽  
Customer Satisfaction And Loyalty

The aim of this study was to determine the relationship of the features of the value, satisfaction, and customer loyalty; the effect on the value of customer satisfaction and loyalty; influence of satisfaction on customer loyalty. A total of 200 merchant PT. BANK XYZ as respondents was selected randomly. Analyses were performed using structural equation modeling (SEM). The analysis showed that the feature has a significant influence on customer value, but not for customer satisfaction and loyalty. The values has a significant influence on satisfaction, but not on customer loyalty. Satisfaction has a significant influence on customer loyalty. Discussion and conclusions described in the article. Keywords: features of the value, satisfaction, customer loyalty

scholarly journals The Relationship between Reputation, Customer Satisfaction, Trust, and Loyalty

2014 ◽  
Vol 4 (3) ◽  
pp. 368 ◽  
Author(s):  
Roshana Gul
Keyword(s):  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Significant Relationship ◽  
Positive Sign ◽  
Medical College ◽  
Independent Variable ◽  
Relationship Of ◽  
The Relationship ◽  
Self Administered Questionnaire

Though a lot of studies have been done to conclude customer loyalty as dependent variable but still there is a vast margin of researches to be conducted in future in different spheres of this construct. On the other hand the truth of the importance of customer loyalty as an enduring asset cannot be falsified. It is fundamental for organizations to build up long term and mutual beneficial associations with the customers. The purpose of this research paper is to show the inter relationship of reputation, customer satisfaction and trust on customer loyalty. According to the observations reputation is the major independent variable that has significant relationship with customer satisfaction, customer loyalty, and trust. Data for this research study was taken from the Islamia University, Quaid-e-Azam Medical College, and different banks located at various geographic locations of Bahawalpur region of Pakistan. Data was collected through self administered questionnaire and analyzed by using regression through SPSS. The results have been drawn from 150 users of NISHAT LINEN and it was found that there is positive and significant relationship among reputation, customer satisfaction, trust and customer loyalty. Hence the studies give the positive sign that with the increment of reputation, customer satisfaction and trust the customer loyalty enhances.  

How Image Congruity and Satisfaction Impact Customer Retention at Luxury Restaurants: A Moderated Mediation Framework

2018 ◽  
Vol 46 (6) ◽  
pp. 891-904 ◽  
Author(s):  
Heesup Han ◽  
Wansoo Kim ◽  
Sanghyeop Lee ◽  
Hye-Ran Kim
Keyword(s):  
Customer Satisfaction ◽  
Structural Model ◽  
Customer Retention ◽  
Measurement Model ◽  
Restaurant Industry ◽  
Model Assessment ◽  
Product Consumption ◽  
Relationship Of ◽  
The Impact ◽  
The Relationship

We investigated the impact of customers' image congruity and their satisfaction on customer retention at luxury restaurants. We examined the conspicuousness of product consumption as the moderator in the relationship of image congruity and customer satisfaction. Our assessment of the measurement model revealed acceptable levels of reliability and construct validity. Our findings from the structural model assessment indicated that both image congruity and customer satisfaction exerted an influence on customer retention that was sufficiently significant to explain the total variance in retention. In addition, results showed that customer satisfaction was prominent in determining retention, acting as a significant mediator. Conspicuousness of product consumption was a significant moderator of the relationship between image congruity and customer satisfaction. Overall, our findings offer researchers and practitioners in the luxury restaurant industry valuable information regarding customer retention.

scholarly journals THE CONSUMER BEHAVIOR TOWARD ONLINE TRAVELLING AGENCY (OTA): EVIDENCE FROM INDONESIA

2020 ◽  
Vol 7 (1) ◽  
pp. 20-29
Author(s):  
Hilarius Bambang Winarko ◽  
Asmaul Husna
Keyword(s):  
Consumer Behavior ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Brand Loyalty ◽  
Statistical Tests ◽  
Perceived Value ◽  
Corporate Image ◽  
Factors Affecting ◽  
Customer Expectation ◽  
Online Travel

Purpose of the study: This study aims to examine five proposed research models and understand the factors affecting customer expectation, service quality, perceived value, customer satisfaction, and brand loyalty in Online Travel Agent (OTA) companies. This study also evaluates the general feelings of the customers whether they feel satisfied or not with OTA products and/or services. Methodology: The research method of this study used a quantitative approach and analyzed the acquired data by using single and multiple linear regression techniques. The service quality, customer expectation, corporate image, perceived value, customer satisfaction, known as predictor variables that affect the dependent variable of brand loyalty. Main Findings: From the statistical tests conducted in this study, it reveals that only one out of all eleven hypotheses were not accepted. Surprisingly it reveals that the customers keep purchase hotel and/or flight tickets from online travel booking sites no matter its service quality. Customer satisfaction and corporate image were influenced more significantly rather than its service quality. Implication: This study evaluates all customers past purchasing behaviors of the hotel and/or flight tickets purchased through OTA, and the result was valid, thus it can be used to reflect on how Indonesian OTA’s products and services may improve the customer satisfaction through their marketing program in the future. Novelty/Originality of this study: There have been problems that might found in Indonesian OTAs that may lower its customer satisfaction level toward the traveling industry. However, there was only a limited number of OTA research studies conducted for the Indonesia market to understand its online consumer behavior. Therefore this study was conducted to explore the plausible factors that cause the problem.

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