The Impact of Nonverbal Communication of Flight Attendant on Brand Image, Perceived Value, and Customer Satisfaction : Focused on 20s consumers

2019 ◽  
Vol 15 (2) ◽  
pp. 45-64
Author(s):  
Seo Heay Park ◽  
Sang Mook Lee
Keyword(s):  
Customer Satisfaction ◽  
Nonverbal Communication ◽  
Brand Image ◽  
Perceived Value ◽  
Flight Attendant ◽  
The Impact

scholarly journals DETERMINATION OF CONSUMER LOYALTY THROUGH CUSTOMER SATISFACTION

2020 ◽  
Vol 1 (5) ◽  
pp. 865-878
Author(s):  
Renil Septiano ◽  
Laynita Sari
Keyword(s):  
Customer Satisfaction ◽  
Brand Image ◽  
Perceived Value ◽  
Sustainable Competitive Advantage ◽  
Consumer Loyalty ◽  
Positive Direction ◽  
Price Perception ◽  
Perceived Price ◽  
The Impact ◽  
The City

Customer satisfaction causes customers to be loyal so that the company can maintain a sustainable competitive advantage. This study aims to determine the impact of brand image, price perception, perceived value on consumer loyalty through customer satisfaction at Rayhan Toko Muslim in the city of Padang. The research method used is associative, with descriptive and verification data disclosure. The population is the consumer of Rayhan Toko Muslim in the city of Padang. Data collection through a survey of 203 respondents. The analysis technique used is path analysis. The results showed that: brand image, perceived price, perceived value, and customer satisfaction had a significant effect on consumer loyalty. All of them have an influence in a positive direction, except for the price perception variable. The management of Rayhan Toko Muslim, pay attention to things that can increase customer loyalty, so that business continuity can be maintained.

scholarly journals Customer satisfaction and customer loyalty in Vietnamese mobile telecommunication industry

2020 ◽  
Vol 5 (1) ◽  
Author(s):  
Trinh Kim Hoa ◽  
Luu Thi Bich Ngoc
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Brand Image ◽  
Positive Impact ◽  
Telecommunication Industry ◽  
Mobile Telecommunication ◽  
Price Perception ◽  
The Impact ◽  
Mobile Telecom

This study was aimed at investigating three factors (service quality, brand image and price perception) and assessed the degree of the impact of each factor on customer satisfaction, especially the relationship between customer satisfaction and customer loyalty in Vietnamese mobile telecom sector where there have been the existence of the fierce competition, mature market and internationally integrated economy, ultimately struggling for market share and survival. The results indicated that each factor (service quality, brand image, price perception) has a positive impact on customer satisfaction at the different level as well as a significantly positive relationship between customer satisfaction and customer loyalty in mobile telecommunication industry in Vietnam. The results of this study are consistent with the findings and evidence in the extant literature. The study provides the important feedback from customers to mobile telecom suppliers. Research findings are expected to be marketing insights for Vietnamese mobile telecom managers so that they can develop the sound marketing strategies in today’s competitive and costly market.

scholarly journals The Effect of Service Quality, Price Perception, and Brand Image on Feeling Value, and Customer Satisfaction at Dian Husada Mojokerto Hospital

2021 ◽  
Vol 8 (1) ◽  
pp. 71-80
Author(s):  
Indarwati ◽  
Ida Bagus Cempena ◽  
Ida Bagus Udayana Putra
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Brand Image ◽  
Linear Regression Analysis ◽  
Perceived Value ◽  
T Test ◽  
Test Reliability ◽  
F Test ◽  
Perceived Service Quality ◽  
Price Perception

This study aims to determine the effect of service quality, perceived brand image price and perceived value on consumer satisfaction at Dian Husada Hospital, Mojokerto. The hypothesis in this study is that there is a partial effect of service quality on price perceptions on perceived value and service quality. And there is a significant effect of perceived service quality, price, brand image and perceived value simultaneously affect customer satisfaction at Dian Husada Hospital in Mojokerto. The population used in this study were 100 consumers at Dian Husada Hospital Mojokerto. The data analysis technique used is validity test, reliability test, classical assumption test, descriptive analysis, multiple linear regression analysis, multiple determination analysis, correlation coefficient analysis. The hypothesis test used is the F test and t test. Based on the t test results of Path Sub-Structure 1, service quality, price perception and brand image has a partial effect on perceived value. Based on the results of the t test Sub-Structure 2, the perceived service quality of price and value has a partial effect on service quality and brand image has no partial effect on customer satisfaction; Based on the results of the study of the F-Test Sub-Structure 1, the Sig. <0.05 is 0.000 <0.005, so the variables of Service Quality, Price Perception, and Brand Image have a significant influence on the Perceived Value. And based on the results of the study of the F-Test Sub-Structure Path 2, the value of Sig. <0.05 is 0.000 <0.005, so that the variables of Service Quality, Price Perception, Brand Image.

scholarly journals The Impact of the No-Plastic-Bag Campaign on Customer Repurchase Intentions and its mechanism in the Modern Trade Business in Bangkok

2021 ◽  
Vol 15 (2) ◽  
pp. 251631
Author(s):  
Akaraphun Ratasuk
Keyword(s):  
Structural Equation ◽  
Sampling Method ◽  
Brand Image ◽  
Perceived Value ◽  
Sustainable Business ◽  
Repurchase Intentions ◽  
Perceived Values ◽  
Plastic Bag ◽  
The Impact ◽  
The Relationship

This research investigated the impact of the no-plastic-bag campaign on customer repurchase intentions in the modern trade business in Bangkok. Six hundred customers of modern trade stores in Bangkok were initially approached using a stratified random sampling method, but only 418 of them participated in this survey. The partial least squares structural equation results indicated that the no-plastic-bag campaign promotes customer repurchase intentions (β=0.098; p=0.038). Also, the no-plastic-bag campaign could indirectly foster customer repurchase intentions via both enhancing brand image (t=7.379; p<0.001) and increasing customers’ perceived value (t=2.806; p<0.001). Therefore, it can be concluded that the no-plastic-bag campaign benefits modern trade businesses, promoting customer repurchase intentions by enhancing their brand image and customer perceived values. This research also explored the mediating roles of brand image and perceived value on the relationship. These findings provide new knowledge of the no plastic bag campaign’s contribution to customer repurchase intentions which has not yet been investigated, and the mechanism linking them together. The results can be applied as a guideline to other modern-trade businesses or other businesses to enhance their brand image and promote customer repurchase intentions, which is crucial to sustainable business accomplishment. This research investigated the impact of the no-plastic-bag campaign on customer repurchase intentions in the modern trade business in Bangkok. Six hundred customers of modern trade stores in Bangkok were initially approached using a stratified random sampling method, but only 418 of them participated in this survey. The partial least squares structural equation results indicated that the no-plastic-bag campaign promotes customer repurchase intentions (β=0.098; p=0.038). Also, the no-plastic-bag campaign could indirectly foster customer repurchase intentions via both enhancing brand image (t=7.379; p<0.001) and increasing customers’ perceived value (t=2.806; p<0.001). Therefore, it can be concluded that the no-plastic-bag campaign benefits modern trade businesses, promoting customer repurchase intentions by enhancing their brand image and customer perceived values. This research also explored the mediating roles of brand image and perceived value on the relationship. These findings provide new knowledge of the no plastic bag campaign’s contribution to customer repurchase intentions which has not yet been investigated, and the mechanism linking them together. The results can be applied as a guideline to other modern-trade businesses or other businesses to enhance their brand image and promote customer repurchase intentions, which is crucial to sustainable business accomplishment.

scholarly journals Predicting Customers’ Intention to Revisit A Vintage-Concept Restaurant

2016 ◽  
Vol 1 (2) ◽  
pp. 56 ◽  
Author(s):  
Usep Suhud ◽  
Arifin Wibowo
Keyword(s):  
Customer Satisfaction ◽  
Perceived Value ◽  
Factor Analyses ◽  
Confirmatory Factor Analyses ◽  
Revisit Intention ◽  
Restaurant Management ◽  
Confirmatory Factor ◽  
Urban People ◽  
The Impact ◽  
Intention To Revisit

<p>Restaurants with a vintage concept become an option for urban people who want to enjoy dining out. To present this vintage atmosphere, restaurant management and owners decorated their stores with antiques and anything vintage, such as signboards, utensils, furniture, posters, and even the menu. The objective of this study is to investigate the impact of perceived value, restaurant atmosphere on satisfaction and revisit intention. This study attracted 200 respondents visiting a vintage-concept restaurant. The data were collected in Jakarta and analysed with exploratory and confirmatory factor analyses. As a result, three hypotheses were accepted and two hypotheses were rejected: customer satisfaction was influenced by perceived value and restaurant atmosphere and revisit intention was significantly influenced by customer satisfaction.</p>

scholarly journals The Impact of Service Delivery System Process and Moderating Effect of Perceived Value in Internet Banking Adoption

2020 ◽  
Vol 24 ◽  
Author(s):  
Rajiv Kumar ◽  
Amit Sachan ◽  
Ritu Kumar
Keyword(s):  
Customer Satisfaction ◽  
Service Delivery ◽  
Perceived Value ◽  
Internet Banking ◽  
Moderating Effect ◽  
Mediating Effect ◽  
Behavioural Intention ◽  
Service Delivery System ◽  
The Impact ◽  
The Relationship

This study identifies the impact of Internet banking service delivery system (IBSDS) process on consumer behaviour; the mediating effect of customer satisfaction on the relationship between IBSDS process and behavioural intention; and the moderating effect of the customer’s perceived value. The study uses a quantitative method using the data collected from 416 respondents. Mediated regression is used to examine the mediating effect of customer satisfaction. SPSS Process v2.16.3 is employed to analyse the moderating effect of the perceived value. The results indicate that IBSDS process impacts customer satisfaction and behavioural intention. Further, customer satisfaction plays a partial mediating role between the association of IBSDS process and behavioural intention. This study provides evidence that the technological capabilities embedded in the bank website processes are an important factor in determining customer satisfaction and ultimately behavioural intention. The study also reveals that perceived value moderates the relationship between IBSDS process and customer satisfaction, and between customer satisfaction, and, behavioural intention. It also adds to the existing knowledge on the adoption of Internet banking literature. Academicians and information systems researchers may use these findings for further research. Financial service providers or related agencies may consider the attributes of the IBSDS process (e.g., navigation, searching, transacting, etc.) while designing their Internet banking services to provide enhanced customer experiences. The paper also highlights the research limitations and scope for future research.

Residents' satisfaction with cultural services provided by property managers in Chinese housing communities

2021 ◽  
Vol 49 (6) ◽  
pp. 1-15
Author(s):  
Yang Zhang ◽  
Jie Sun ◽  
Zhihong Hu ◽  
Wei Wang ◽  
Chengliang Wu
Keyword(s):  
Customer Satisfaction ◽  
Structural Equation ◽  
Positive Impact ◽  
Perceived Value ◽  
Equation Model ◽  
Community Culture ◽  
Cultural Services ◽  
Commercial Housing ◽  
Using Data ◽  
The Impact

In this article we discussed the influence path of culture-building services provided by property management companies in China's residential communities, and their relationship with residents' evaluations of the companies' services. Using data from a survey of 501 residents of typical commercial housing communities, we constructed a structural equation model based on the stimulus–organism–response framework. Community cultural services were used as the stimulus variable; pleasure, arousal, and perceived value were the organism variables; and customer satisfaction was the response variable. Our results show that the impact of cultural services on residents' evaluations could be explained by the stimulus–organism–response model, such that a strong community culture had a positive impact on residents' emotions and perceived value, and on customer satisfaction. The findings of this study enrich understanding of how property services managers can construct a community culture system to satisfy owners.

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