scholarly journals SENSE AND THINK MARKETING IMPLICATIONS

2020 ◽  
Vol 1 (6) ◽  
pp. 883-891
Author(s):  
Runggu Besmandala Napitupulu ◽  
Nandan Lima Krisna ◽  
Lilis Suriani Gultom
Keyword(s):  
Customer Satisfaction ◽  
Consumer Satisfaction ◽  
Structural Equation ◽  
Structural Equation Models ◽  
Adult Population ◽  
Repurchase Intention ◽  
Repurchase Intentions ◽  
Analysis Technique ◽  
Repeat Purchase

This research is designed to find out and analyze the implications of sense and think marketing for customer satisfaction and their repurchase intention. The object is a vivo smartphone and respodents are the adult population in Medan who have made a repeat purchase. The analysis technique uses structural equation models. The results showed that marketing sense had a significant effect both on customer satisfaction and repurchase intentions; Think marketing has unsignificant effect on both satisfaction and repurchase intentions; Consumer satisfaction has a significant effect on repurchase intentions; Sense and think marketing simultaneously influence customer satisfaction; Sense marketing, think marketing, and satisfaction simultaneously effect on repurchase intentions for vivo smartphones in Medan.

Effect of Service Quality on Customer Loyalty through Satisfaction, Perceived Value, and Customer Engagements (Study on Indonesian Ride-Hailing Online)

2020 ◽  
Vol 7 (10) ◽  
pp. 300-310
Author(s):  
Widarto Rachbini ◽  
Diana Anggraeni ◽  
Diah Febrina
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Online Survey ◽  
Structural Equation Models ◽  
Perceived Value ◽  
Primary Data ◽  
Customer Involvement ◽  
Analysis Technique

This study attempted to analyze the effect of service quality on customer’s satisfaction, perceived value, and customer involvement as well as its implications for customer loyalty in Indonesia. The primary data used is the result of questionnaires through an online survey platform with the help of Google Form in July to August 2020. The sampling method was purposive sampling using specific criteria set by the researchers with 300 samples that met the criteria. Data analysis technique used the structural equation models (SEM) with the help of LISREL software. The results showed that there was a significant influence on the quality of Indonesian ride-hailing online services on perceived value, and a significant effect on perceived value on satisfaction as well as a significant effect on customer satisfaction on customer involvement. The only construct which directly influences customer loyalty is customer involvement. This research certainly provides practical advice for the online ride-hailing industry in Indonesia where there are three main suggestions aimed at improving the service quality, satisfaction, customer involvement, and value. Further research is suggested to analyze online ride-hailing in neighboring countries such as Malaysia, Singapore, Vietnam, or other Southeast Asian countries. Keywords: service quality, perceived value, customer satisfaction, customer involvement, customer loyalty and online ride-hailing

Impact of service quality and trust on repurchase intentions – the case of Pakistan airline industry

2017 ◽  
Vol 29 (5) ◽  
pp. 1136-1159 ◽  
Author(s):  
Muhammad Abid Saleem ◽  
Sadaf Zahra ◽  
Asif Yaseen
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Airline Industry ◽  
Structural Equation ◽  
The Body ◽  
Equation Modeling ◽  
Repurchase Intention ◽  
Data Set ◽  
Content Type ◽  
Repurchase Intentions

Purpose The purpose of this paper is to examine the antecedents of repurchase intentions in the Pakistani airline industry. Though research on repurchase intentions has traditionally focused on service quality and satisfaction, recently scholars have proposed that word of mouth (WOM) and thin Pakistan’s airline industr trust also play a vital role in driving repurchase intentions for all services businesses. Design/methodology/approach The study employs structural equation modeling to examine the hypothesized relationships among antecedents of repurchase intention drawing on a data set of 383 customers listed as “frequent flyer members” within Pakistan’s airline industry. Findings The results revealed that service quality and trust are directly associated with repurchase intentions as well as through the mediator of customer satisfaction. The findings hold important implications for marketers and academics. Originality/value This study makes original contribution to the body of knowledge in the services marketing sector by investigating the effects of service quality and trust through the mediation of customer satisfaction and brand image, and the moderation of WOM factors on predictors of repurchase intention.

scholarly journals E-Trust and Post-Purchase Experience on Repurchase Intention through Customer Satisfaction: Study on Instagram Account @Jastipmlg

2020 ◽  
pp. 50-58
Author(s):  
Amara Naafiarsha ◽  
Harianto Respati ◽  
Achmad Fridiansjah
Keyword(s):  
Linear Regression ◽  
Customer Satisfaction ◽  
Structural Equation Model ◽  
Structural Equation ◽  
Descriptive Analysis ◽  
Equation Model ◽  
Quantitative Approach ◽  
Repurchase Intention ◽  
Analysis Technique ◽  
Post Purchase

This study examines four variables between e-trust, post-purchase experience, customer satisfaction, and repurchase intention. The objective is to analyze and explain the effect of e-trust and post-purchase experience on repurchase intention by testing customer satisfaction as an intervening variable. The object of research is personal shoppers also known as Jasa Titip through Instagram, namely the @jastipmlg. 100 respondents in this study are followers and customers who make repurchases. The analysis technique uses descriptive analysis and linear regression to confirm the structural equation model that is built. The quantitative approach was chosen to explain the influence of the research variables. The results of this study found that e-trust and post-purchase experience affect repurchase intention through customer satisfaction.

scholarly journals The influence of store image on repurchase intention: the mediation role of perceived value and customer satisfaction

2021 ◽  
Vol 10 (4) ◽  
pp. 17-27
Author(s):  
Angelia Ananda ◽  
Mugiono Mugiono ◽  
Ananda Sabil Hussein
Keyword(s):  
Customer Satisfaction ◽  
Structural Equation ◽  
Perceived Value ◽  
Equation Modeling ◽  
Store Image ◽  
Repurchase Intention ◽  
Analysis Technique ◽  
Mediating Variables ◽  
Collection Methods

This study aims to examine and analyze the effect of store image on the repurchase intention of Matahari Department Store Mojokerto, Indonesia either directly or indirectly, by involving perceived value and customer satisfaction as mediating variables. This research is a quantitative study with data collection methods using a questionnaire. This study uses non-probability sampling with a purposive sampling type. This research was conducted on 175 respondents. The data analysis technique used SEM   (Structural   Equation   Modeling)   PLS with the help of SmartPLS 3.2.7 software. The results of the study provide empirical evidence that store images have not been able to affect the repurchase intention. Meanwhile, the perceived value and customer satisfaction can positively affect the repurchase intention significantly. Perceived value and customer satisfaction as mediating variables were able to strengthen the effect of store image on repurchase intention. Based on the results of mediation testing, shows that perceived value and customer satisfaction provide a full mediation on the effect of store image on repurchase intention.

scholarly journals INTELLIGENT HIERARCHIZATION OF SERVICE ELEMENTS CONTRIBUTING TO OVERALL CUSTOMER SATISFACTION „CASE OF AIR ALGERIE CUSTOMERS”

2021 ◽  
Vol 11 (1) ◽  
pp. 49-67
Author(s):  
Djamila Chikh Kadri ◽  
◽  
Djazia Amina Chib ◽  
Assia Brahmi ◽  
◽  
...  
Keyword(s):  
Customer Satisfaction ◽  
Consumer Satisfaction ◽  
Structural Equation ◽  
Structural Equation Models ◽  
Research Question ◽  
Research Work ◽  
Attribute Selection ◽  
Quantitative Methodology ◽  
More Care ◽  
Relevant Variables

The present work is part of relational marketing, in particular consumer behavior in the field of service. Relationship marketing is based mainly on three pillars: quality, satisfaction, and loyalty. The choice of our conceptual model is based on an in-depth literature of previous studies, in view of the multiplicity of research work carried out in this field and the diversity of points of view of the researchers. The fundamental research question is: How to increase the level of customer satisfaction to retain them? The objective of this article is both to determine the explanatory dimensions of consumer satisfaction, but also to analyze their influence on overall consumer satisfaction. For this purpose, we have opted for the “FILTER” type attribute selection methods based on the “WEKA” programming environment. To this end, an empirical study was carried out. We employed quantitative methodology and data were analyzed by Structural Equation Models. The sample consisted of 242 customers of the airline “AIR ALGERIE”. The results obtained reveal to us what is hidden behind the overall customer satisfaction of this company. They also certify that the dimensions in question contribute differently to this satisfaction. Such results would help leaders to provide a double effort in order to bring real and effective improvements, but also to give more care to the relevant variables selected by the different methods applied. However, the results also revealed the importance of the service elements which contribute to overall customer satisfaction

scholarly journals PENGARUH STORE ATHMOSPHERE DAN BRAND AWERENESS TERHADAP MINAT BELI ULANG KONSUMEN PADA WARUNG KOPI 88 BANJAR INDAH PERMAI MELALUI KEPUASAN KONSUMEN

2020 ◽  
Vol 4 (4) ◽  
pp. 492-508
Author(s):  
Isra Ul Huda ◽  
Anthonius Karsudjono ◽  
Ryan Darmawan
Keyword(s):  
Customer Satisfaction ◽  
Consumer Satisfaction ◽  
Partial Least Square ◽  
Least Square ◽  
Repurchase Intention ◽  
Coffee Shop ◽  
Mediating Role ◽  
Analysis Technique ◽  
Quantitative Data Analysis

This study aims to determine and analyze the effect of Store Athmosphere and Brand Awereness Influence on Consumer Repurchase Interests at 88 Banjar Indah Permai Coffee Shop Through Consumer Satisfaction. This study uses quantitative data analysis methods, the analysis technique is Partial Least Square (PLS). The reason for choosing to use the PLS method is the testing of the mediating role of an intervening variable. The results of the analysis carried out stated that the Store Athmosphere had no significant effect on customer satisfaction and also repurchase interest. Brand Awereness has a significant effect on customer satisfaction and repurchase intention and Consumer satisfaction has a significant effect on repurchase interest. Store Athmosphere has no significant effect on repurchase intention through customer satisfaction while Brand Awereness has a significant effect on repurchase interest through customer satisfaction

scholarly journals Website Quality and The Role of Customer Satisfaction Toward Repurchase Intention: A Study of Indonesian E-Commerce

2021 ◽  
Vol 1 (01) ◽  
Author(s):  
Nugroho Hardiyanto ◽  
Anhari Firdaus
Keyword(s):  
Customer Satisfaction ◽  
Consumer Satisfaction ◽  
Structural Equation ◽  
Significant Rise ◽  
Repurchase Intention ◽  
System Quality ◽  
Online Questionnaire ◽  
Website Quality ◽  
Fashion Products

A survey by Katadata shows that during the COVID-19 Pandemic, the e-commerce sector of Indonesia showed a significant rise of visitors. In addition, the number of visits to e-commerce websites is very high in the third Quarter of 2020. Additionally, the e-commerce sector is one of the highest contributors towards Indonesia’s gross domestic product (GDP). Thus, increasing consumer satisfaction and repurchase intention is essential for companies, especially in fashion products. This study aims to measure website quality on repurchase intention through the role of consumer satisfaction in the context of e-commerce in Indonesia.Furthermore, website quality has dimensions such as information quality, system quality, and e-service quality. This study uses a descriptive quantitative approach that focuses on e-commerce in Indonesia. The data is collected through online questionnaire which is distributed to 333 consumers who used e-commerce to buy fashion products and used for further analysis. To analyze each variable,  partial least squares structural equation modelling (PLS-SEM) is used to test the hypotheses. This study found that all dimensions of website quality and customer satisfaction are determining factors in repurchase intention. Lastly, this research provides guidelines in providing strategies for companies in the context of e-commerce websites in Indonesia

The Effect of Experiential Marketing and Brand Image on Customer Satisfaction

2020 ◽  
Vol 4 (2) ◽  
pp. 164-175
Author(s):  
Syafira Dzikria Alfiani ◽  
Indira Rachmawati
Keyword(s):  
Customer Satisfaction ◽  
Consumer Satisfaction ◽  
Structural Equation ◽  
Quantitative Methods ◽  
Brand Image ◽  
Equation Modeling ◽  
Experiential Marketing ◽  
Analysis Technique ◽  
Unique Experience ◽  
A Company

Consumer satisfaction is important for a company. In an effort to meet customer satisfaction, many efforts can be done such as providing an unforgettable experience for consumers and creating a good brand image in the eyes of consumers. Garuda Indonesia is a company that applies the Garuda Indonesia Experience concept, which is a concept that is applied to provide a unique experience in an effort to gain customer satisfaction. This research method uses quantitative methods with purposive sampling and takes a total of 400 samples obtained through Google Form. The data analysis technique used is Structural Equation Modeling with LISREL. Based on the results of this study, the results show that experiential marketing has a positive and significant effect on customer satisfaction, brand image has a positive and significant effect on customer satisfaction, and experiential marketing and brand image have an effect on simultaneously customer satisfaction of Garuda Indonesia airlines.

Peer-to-peer marketplaces: a study on consumer purchase behavior

2019 ◽  
Vol 2 (1) ◽  
pp. 37-54 ◽  
Author(s):  
Apostolos Ampountolas
Keyword(s):  
Consumer Satisfaction ◽  
Structural Equation ◽  
Positive Influence ◽  
Peer To Peer ◽  
Purchase Behavior ◽  
Equation Modeling ◽  
Content Type ◽  
Repurchase Intentions ◽  
Digital Ecosystem ◽  
The Relationship

PurposeThe online travel environment continues to expand as the numerous peer-to-peer (P2P) marketplaces that comprise the “sharing economy” have also multiplied and expanded, resulting in a move from the traditional hospitality industry to a new digital ecosystem. The purpose of this paper is to examine the effects of different antecedents and the relationships between benefit factors. It does so by simulating the behavior that leads to consumer loyalty and repurchase intentions within a P2P marketplace transaction.Design/methodology/approachThe analysis is based on survey data from 456 respondents located in different regions, collected via a web-based survey questionnaire. A two-step approach employing confirmatory factor analysis, followed by structural equation modeling, was conducted to evaluate the measurement and structural models, as recommended by Anderson and Gerbing.FindingsThe findings of this study partially confirm the relationship between benefit factors (monetary, hedonic and location benefits) and consumer repurchase intentions. The benefit factors display a positive influence on consumer satisfaction, which mediates the relationship between loyalty and repurchase intentions. Hence, the study contributes to scholarly efforts to better understand why consumers choose to purchase through P2P platforms.Practical implicationsThe findings of this study can provide P2P intermediaries and hosts with the empirical evidence of consumer behavioral changes. Nowadays, in practice, consumers have the ability to compare products and offers. As such, for a consumer to remain loyal to a particular supplier, the offer must satisfy the service and experience that the consumer has in mind, as many alternative offers exist.Originality/valueThis study seeks to identify the behavioral factors that cause even loyal consumers to move from the traditional hospitality industries to P2P platforms, despite the probability of losing any loyalty benefits gained in the traditional industries.

scholarly journals ANALISIS KUALITAS PELAYANAN DENGAN MENGGUNAKAN METODE FUZZY-SERVQUAL PADA KANTOR POS PUSAT KOTA PADANG

Jurnal Ecogen ◽  
2019 ◽  
Vol 2 (1) ◽  
pp. 18
Author(s):  
Widia Afriyuni ◽  
Rahmiati Rahmiati ◽  
Muthia Roza Linda
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Consumer Satisfaction ◽  
Sampling Technique ◽  
Total Sample ◽  
Primary Data ◽  
Post Office ◽  
City Center ◽  
A Value ◽  
Analysis Technique

This study aims to analyze: (1) The level of customer satisfaction with the quality provided by the Padang City Center Post Office (2) Service attributes that need to be improved in service quality at the Padang City Center Post Office so as to improve customer satisfaction (3) Quality dimensions services that have the greatest influence on customer satisfaction at the Padang City Center Post Office. The population of this research is the Post Office customers with unknown number of respondents. The sampling technique of this study was accidental sampling technique with a total sample of 100 people. The data used is primary data. The data analysis technique uses the fuzzy-servqual method using Microsoft Excel software. The results showed that: (1) The level of consumer satisfaction is low because the overall servqual (gap) value is negative, namely -0.75 (2) There are 17 attributes that need to be improved from the 22 attributes that are tested to improve the quality of service at the Post Office Padang City Center (3) Dimensions of service quality with the biggest gap is the dimension of responsiveness with a value of -1.32.Keywords: Service Quality, fuzzy-servqual, customer satisfaction

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