scholarly journals Marketing mix: effects of service quality and consumer behavior on loyalty. The mediating role of customer satisfaction

2017 ◽  
Author(s):  
Rego Devila ◽  
Sosiawan Ma’mun ◽  
Ansar
Keyword(s):  
Consumer Behavior ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Total Sample ◽  
Marketing Mix ◽  
Significant Positive Effect ◽  
Insignificant Effect ◽  
Positive Effect

The purpose of this study was to analyze the effect of the marketing mix, quality of service and consumer behavior towards customer satisfaction and loyalty cement. This research was conducted in South Sulawesi province with a population of 1,618 people and carried out with the formula slovin 5%, the total sample of 323 respondents. The study's hypotheses were tested using a model of Structural Equation Model (AMOS ver. 18). The study found that direct marketing mix positive and significant impact on customer satisfaction cement; service quality and significant positive effect on customer satisfaction cement; consumer behavior and significant positive effect on customer satisfaction. Marketing mix has a positive and significant impact on customer loyalty cement; service quality and no significant positive effect on customer loyalty cement; consumer behavior and no significant positive effect on customer loyalty cement. Satisfaction has a positive and significant effect on customer loyalty cement. Marketing mix has a negative and significant effect on loyalty through customer satisfaction. Service qualities have a negative and insignificant effect on loyalty through customer satisfaction. Consumer behaviors have a negative and insignificant effect on loyalty through customer satisfaction.

The Influence of Marketing Information Systems on Customer Loyalty in the Denpasar Automotive Industry in the Time of Covid-19

2021 ◽  
Vol 8 (1) ◽  
pp. 81-89
Author(s):  
Kelvin Hendrata ◽  
Putu Ngurah Suyatna Yasa ◽  
Ni Luh Putu Indiani
Keyword(s):  
Information System ◽  
Information Systems ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Automotive Industry ◽  
Significant Positive Effect ◽  
Insignificant Effect ◽  
Marketing Information ◽  
Positive Effect

Corona Virus Disease (Covid-19) in a pandemic situation, various elements are affected, one of which is the automotive sector. Companies are required to increase profits where in the current conditions loyal customers are the basis of their market. arketing information systems are important to increase customer loyalty during a pandemic accompanied by quality service and customer satisfaction. This study aims to determine the correlation between the marketing information system mediated by service quality, customer satisfaction, and customer loyalty in the automotive industry in Denpasar. The sample method uses random sampling with accidental sampling through distributing questionnaires that are measured using a Likert scale. The research sample consisted of 80 respondents, namely customers who had been to an authorized car dealer in the city of Denpasar. The results showed that the marketing information system had a positive and insignificant effect on customer loyalty. Marketing information systems have a significant positive effect on service quality and customer satisfaction. Service quality has a significant positive effect on customer loyalty, besides that customer satisfaction has a positive and insignificant effect on loyalty. Service quality and customer satisfaction are perfect mediations of the relationship between marketing information systems and customer loyalty, so this shows that marketing information systems are needed to maintain customer loyalty which is assisted by service quality and customer satisfaction so that companies can survive the Covid-19 era, especially in the industry automotive.

scholarly journals SERVICE QUALITY, PRICE, CUSTOMER SATISFACTION AND CUSTOMER LOYALTY: A STUDY OF CONVENIENCE STORES IN HO CHI MINH CITY

2020 ◽  
Vol 37 (01) ◽  
Author(s):  
DAM TRI CUONG ◽  
NGUYEN THANH LONG
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Ho Chi Minh City ◽  
Equation Modeling ◽  
Future Research ◽  
Significant Positive Effect ◽  
Convenience Stores ◽  
Positive Effect

This study aims to examine the relationship between the service quality, price, customer satisfaction and customer loyalty for the convenience stores in Ho Chi Minh City. These relationships were tested with a sample of 358 customers at convenience stores in Ho Chi Minh City. By using the partial least squared structural equation modeling (PLS-SEM) with SmartPLS software for data analysis. The finding showed that service quality has a significant positive effect on both of customer satisfaction and customer loyalty. The finding of this paper also showed that price has a significant positive effect on both of customer satisfaction and customer loyalty. The finding also showed that customer satisfaction has a significant positive effect on customer loyalty. From the above results, the study offers implications for managers and directions for future research.

scholarly journals Influence of Service Quality, Innovation, Price, Promotion on Customer Satisfaction and Customer Loyalty

2021 ◽  
pp. 125-134
Author(s):  
Yuliana Hapsari ◽  
◽  
Usep Suhud ◽  
Saparuddin Mukhtar ◽  
◽  
...  
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Equation Model ◽  
Theme Park ◽  
Significant Positive Effect ◽  
Price Promotion ◽  
Positive Effect

Tired of the Covid-19 pandemic, many people are in a dilemma and confused about where to go on vacation; besides, people are still considering going to the desired tourist attractions. In such conditions, public interest in theme parks is growing. The purpose of this study is to determine the effect of service quality, innovation, price, promotion on customer satisfaction. In this study, customer satisfaction is considered as the intervening variable that has an impact on customer loyalty. The object of study is Ancol Dreamland Park – a top-rated theme park for traveling in Jakarta (Indonesia). Participants in this study were visitors who had come to the Ancol Dreamland Park during the Covid-19 pandemic more than once, were 17 years old and over, and were domiciled in Greater Jakarta. The sample consisted of 200 respondents: 101 females (50.5%) and 99 males (49.5%). The research methodology is based on the use of the quantitative method and causal research. For data analysis, the authors use the SEM (Structural Equation Model), SPSS (Statistical Program for Social Science), and Amos 26 software. The results of this study show that service quality, innovation, price perception, promotion have a significant positive effect on customer satisfaction. Along with this, customer satisfaction has a significant positive effect on customer loyalty. So, the increase in customer satisfaction leads to an increase in customer loyalty, although this increase may not be felt immediately. However, customer satisfaction is a good strategy for the future, because customers will want to visit this theme park again and share their positive feedback with other people. These findings should guide the management of such amusement parks to improve the quality of services. In particular, the quality of service can be improved by paying attention to cleanliness, health, and visitor safety, which are very much needed during this COVID-19 pandemic.

scholarly journals The Effect of Marketing Mix, Service Quality and Trust on Customer Satisfaction and Loyalty at PT. Great Indonesian Milagros

2021 ◽  
Vol 8 (2) ◽  
pp. 127-141
Author(s):  
Andi Nuryadin ◽  
Mahfudnurnajamuddin . ◽  
Sabri Hasan
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Marketing Mix ◽  
Sem Analysis ◽  
Product Price ◽  
Insignificant Effect ◽  
Loyalty Marketing ◽  
Customer Satisfaction And Loyalty ◽  
Descriptive Statistical Analysis

This research purposes aims to analyze the effect of the marketing mix (product, price, promotion, place, employee, process and physical evidence) on customer satisfaction, the effect of service quality on customer satisfaction, the effect of trust on customer satisfaction, the effect of the marketing mix on customer loyalty, the influence of quality. service to customer loyalty, the effect of trust on customer loyalty and the effect of satisfaction on customer loyalty at PT. Great Indonesian Milagros. Test and analyze the effect of the marketing mix on customer loyalty through customer satisfaction at PT. Great Indonesian Milagros. Test and analyze the effect of service quality on customer loyalty through customer satisfaction at PT. Great Indonesian Milagros. Test and analyze the influence of trust on customer loyalty through customer satisfaction at PT. Great Indonesian Milagros. To achieve this research, questionnaires were distributed and documents were collected using descriptive statistical analysis methods, SEM analysis. The total population is all customers who have registered in 2015–2019, amounting to 558 subscribers. The numbers of samples in this study were 233 customers. The results of this study found that the marketing mix and service quality have a positive and significant effect on customer satisfaction, trust has a negative and insignificant effect on customer satisfaction. The marketing mix, service quality, and Trust have a positive and significant effect on customer loyalty. Marketing mix and service quality have a positive and significant effect on customer loyalty through customer satisfaction. Trust has a negative and insignificant effect on customer loyalty through customer satisfaction Keywords: Marketing Mix, Service Quality, Trust, Customer Satisfaction, Customer Loyalty.

scholarly journals Determinan Kepuasan, Kepercayaan dan Loyalitas Pelanggan UKM Sasirangan Melalui Media Sosial Instagram (Studi Pada Pelanggan yang merupakan Followers/Pengikut Kasasiur_Banjar )

2021 ◽  
Vol 5 (1) ◽  
pp. 14-30
Author(s):  
Rizki Adhani ◽  
RR Yulianti Prihatiningrum
Keyword(s):  
User Interface ◽  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Information Quality ◽  
Equation Modeling ◽  
Significant Positive Effect ◽  
Interface Quality ◽  
Customer Trust ◽  
Positive Effect

This study aims to analyze the influence of User Interface Quality (X1), Information Quality (X2), Privacy Perception (X3) and Price (X4) on Satisfaction (Y1), analyze the influence of User Interface Quality (X1), Information Quality (X2), Privacy Perception (X3) and Satisfaction (Y1) on Trust (Y2) and analyze the influence of Satisfaction (Y1) and Trust (Y2) on Customer Loyalty (Y3).This research is a quantitative study using a survey approach. This research method uses a questionnaire with 150 respondents who are Instagram followers with kasasiur_banjar accounts. In this study using the Non Probability Sampling technique by purposive sampling. Measurement of variables using a Likert scale technique with a scale of weights from 1 to 5. To determine the effect of the studied variables Structural Equation Modeling (SEM) analysis tools are used.The results of the study concluded that User Interface quality has a significant positive effect on customer satisfaction. User Interface quality has a significant positive effect on customer trust. Information quality has a significant positive effect on customer satisfaction. The quality of information t has a significant positive effect on customer trust. Privacy perception has a significant positive effect on customer satisfaction. Privacy perception has a significant positive effect on customer trust. Price has a significant positive effect on customer satisfaction. Customer satisfaction has a significant positive effect on trust. Customer satisfaction has a significant positive effect on customer loyalty. Customer trust has a significant positive effect on customer loyalty. 

scholarly journals Building customer loyalty for light steel products “Kencana Truss” in Bali

2019 ◽  
Vol 6 (4) ◽  
pp. 156-168
Author(s):  
I Komang Adi Dana Wijaya ◽  
Ni Wayan Sri Suprapti
Keyword(s):  
Customer Satisfaction ◽  
Product Quality ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Brand Image ◽  
Equation Modeling ◽  
Brand Trust ◽  
Significant Positive Effect ◽  
Analysis Technique ◽  
Positive Effect

The purpose of this study is to explain the effect of product quality on customer satisfaction mediated by brand image and brand trust, ultimately determining customer loyalty. The questionnaire distributed 175 copies to the users of Kencana Truss light steel in Bali Province, but valid for processing 133 copies. Data were analyzed using SEM (Structural Equation Modeling) analysis technique. The results of this study found that variable product quality, brand image, and brand trust have a significant positive effect on customer satisfaction. Customer satisfaction variables have a significant positive effect on customer loyalty. Variable brand image and brand trust, significantly mediate the effect of product quality on customer satisfaction. Similarly, customer satisfaction mediates the effect of brand image and brand trust on customer loyalty. The implications of the results of this study indicate that product quality is found as a major factor in increasing customer satisfaction which ultimately results in customer loyalty. Providers of light steel products should pay special attention to product quality, so customer satisfaction and loyalty can be maintained.

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 The Effect Of Country Of Origin, Brand Image, Price Fairness, And Service Quality On Loyalty Toward IPhone Mobile Users, Mediated By Consumer Satisfaction

2020 ◽  
Vol 5 (1) ◽  
Author(s):  
Frydom Nainggolan ◽  
Anas Hidayet
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Brand Loyalty ◽  
Structural Equation ◽  
Brand Image ◽  
Country Of Origin ◽  
Mobile Users ◽  
Significant Positive Effect ◽  
Price Fairness ◽  
Positive Effect

The aim of this research is to determine whether country of origin, brand image, price fairness and service quality affect the satisfaction of iPhone users and to find out whether the satisfaction of iPhone users affect brand loyalty. Novelty in this research was the country of origin because Indonesian consumers were more concerned with the country of origin of the product rather than the quality or other things while others were not concerned about it and it might bring up different things in this research. The populations in this research were iPhone mobile users at the universities in Yogyakarta. The samples in this research were 250 iPhone users. The sampling used non-probability techniques with convenience sampling method and the research models were analyzed using Structural Equation Model (SEM) with the help of AMOS software. The results of this research proved that country of origin, brand image, price fairness and service quality had significant positive effect on customer satisfaction of iPhone users and iPhone customer satisfaction had significant positive effect on brand loyalty.

scholarly journals Analisis Pengaruh Bauran Pemasaran, Loyalty Program, Intentions to Switch Terhadap Kepuasan Pelanggan dan Implikasinya Pada Loyalitas Pelanggan PT. Bank Negara Indonesia 46 Merauke

2020 ◽  
Vol 13 (1) ◽  
pp. 22-31
Author(s):  
Lia Yudar Pratiwi
Keyword(s):  
Customer Satisfaction ◽  
Path Analysis ◽  
Customer Loyalty ◽  
Marketing Mix ◽  
Loyalty Programs ◽  
Significant Positive Effect ◽  
Loyalty Program ◽  
Analysis Technique ◽  
Negative Effect ◽  
Positive Effect

This study aims to analyze the effect of marketing mix on customer loyalty, analyze the effect of loyalty programs on customer loyalty, analyze the effect of intentions to switch on customer loyalty, analyze the effect of customer satisfaction on customer loyalty, analyze the effect of marketing mix on customer loyalty through customer satisfaction and analyze the effect loyalty program to customer loyalty through customer satisfaction PT. Bank Negara Indonesia 46 Merauke. The sample in this study was 76 customers. The analysis technique uses path analysis. The marketing mix has a significant positive effect on customer loyalty. The loyalty program has a significant positive effect on customer loyalty. Intentions to switch has a significant negative effect on customer loyalty. Customer satisfaction has a significant positive effect on customer loyalty. The marketing mix does not have a significant effect on customer loyalty through customer satisfaction. Loyalty programs do not significantly influence customer loyalty through customer satisfaction. Intentions to switch affect customer loyalty through customer satisfaction PT. Bank Negara Indonesia 46 Merauke.

scholarly journals PENGARUH KUALITAS LAYANAN DAN HARGA TERHADAP LOYALITAS PELANGGAN DENGAN KEPUASAN PELANGGAN SEGABAI VARIABEL INTERVENING PADA PENGGUNA OJEK ONLINE GRAB (STUDI PADA MAHASISWA STIE TAMANSISWA BANJARNEGARA)

Medikonis ◽  
2020 ◽  
Vol 11 (1) ◽  
pp. 1-15
Author(s):  
Lustono Lustono
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Negative Relationship ◽  
Sampling Technique ◽  
Significant Positive Effect ◽  
The Relationship ◽  
Positive Effect

ABSTRACT This study aims to determine the effect of service quality with price on customer loyalty through customer satisfaction as an intervening variable. STIE Tamansiswa Banjarnegara case study. In this study the independent variable consists of service quality and price, the intervening variable is customer satisfaction and the dependent variable is customer loyalty. The population of this study is 203 the total number of active students of STIE Tamansiswa Banjarnegara. While the sample of this study was 135 respondents. With accidental sampling technique. The type of research data is primer and data collection techniques using questionnaires. The results showed that partially the quality of service did not have a significant positive effect on customer loyalty. Price has a significant positive effect on customer loyalty. Service quality has a significant positive effect on customer satisfaction. Price has a significant positive effect on customer satisfaction. Customer satisfaction has a positive effect on customer loyalty. Customer satisfaction does not mediate the relationship between customer satisfaction and customer loyalty. Customer satisfaction can mediate a negative relationship between price and customer loyalty.

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