scholarly journals Factors of the Development and Decline in New Industrial Era: A Case Study of 7-Eleven

2021 ◽  
Vol 4 (1) ◽  
pp. 1-15
Author(s):  
Zi Jian Oh ◽  
Gai Sin Liem ◽  
Safina binti Ismail ◽  
Siti Aina Antasya binti Mohd Indera JR ◽  
Nur Muslihah binti Abdul Hakim ◽  
...  
Keyword(s):  
Customer Satisfaction ◽  
Marketing Mix ◽  
Sufficient Evidence ◽  
Marketing Mix Strategy ◽  
The Relationship

The purpose of this study is to investigate factors of the development and decline of 7-Eleven in the new industrial era. This study examined the relations between marketing mix strategy (4Ps) and customer satisfaction significantly predicting the development and decline of 7-Eleven. A total of 108 respondents, 56 Malaysian and 52 Indonesian, were involved to collect the data by questionnaires. The regression results provided sufficient evidence that factors of 7-Eleven development are positively related to its marketing mix strategy and customer satisfaction or vice versa. This finding provides profound understanding about the relationship between the development and decline factors in new industrial era, its marketing mix strategy and customer satisfaction.

Moderating Effect of Marketing Mix Strategy on the Relationship Between Service Quality and Customer Satisfaction of Commercial Bank Customers, Nairobi Kenya

2017 ◽  
Vol 3 (1) ◽  
Author(s):  
Victor Lusala Aliata ◽  
Patrick B. Ojera ◽  
Jairo K. Mise
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Commercial Bank ◽  
Banking Industry ◽  
Marketing Mix ◽  
Product Price ◽  
Negative Results ◽  
Marketing Mix Strategy ◽  
The Relationship

Marketing strategy remains a critical driver of customer satisfaction and competitiveness in the banking industry globally. Despite this, Commercial banks in Kenya are yet to attain required customer satisfaction levels. This is evident in the low average customer satisfaction index (CSI) which dropped from 67% in 2011 with a downward trend to 60% in 2015 way below the Kenyan Banking industry benchmark of 77%. Studies on the relationship between service quality and customer satisfaction revealed both positive and negative results. These suggest that the relationship may be affected by other factors such as marketing mix strategy. Previous studies have not addressed the role of marketing mix strategy comprising of product, price, promotion, place, people, process and physical evidence in the relationship between service quality and customer satisfaction. The role of a moderating variable like marketing mix strategy can have a strong influence on the strength of the relationship thus it’s needed for the study. The main purpose of this study was to analyze the effect of marketing mix strategy on the relationship between service quality and customer satisfaction of commercial bank customers in Nairobi, Kenya.

scholarly journals Effect of Marketing Mix Strategy on Customer Satisfaction and Loyalty of Mesari Luxury Villas Bali

2019 ◽  
Vol 1 (4) ◽  
pp. 19-24
Author(s):  
Rachmi Anugerah Mahmud ◽  
Jusni Jusni ◽  
Andi Nur Baumassepe
Keyword(s):  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Marketing Mix ◽  
Descriptive Research ◽  
Is Research ◽  
Marketing Mix Strategy ◽  
Descriptive Approach ◽  
Lodging Services ◽  
The Relationship ◽  
Customer Satisfaction And Loyalty

Marketing, which has a lot of roles in lodging services, among others, provides services to consumers with friendly satisfaction, provides adequate facilities and operates to benefit.This study aims to determine the effect of Marketing Mix on Customer Satisfaction and Loyalty of Bali's Mesari Luxury Villas. This study uses a descriptive approach and verification research. Descriptive research is research that aims to obtain a description of the characteristics of variables (marketing mix strategy, loyalty and satisfaction). Verification research is a type of research that aims to determine the relationship between variables through a hypothesis testing using path analysis methods with the help of Smart PLS 3.2.8 application. The results showed that partially the marketing mix had a positive and significant effect on customer satisfaction, the marketing mix had a positive and significant effect on customer loyalty, and satisfaction had a positive and significant effect on customer loyalty. The influence indirectly shows that customer satisfaction can mediate the influence of the marketing mix on customer loyalty positively and significantly

ANALISIS PENGARUH STRATEGI MARKETING MIX TERHADAP KEPUASAN PELANGGAN DI TOKO SUGENG

2020 ◽  
Vol 4 (02) ◽  
Author(s):  
Farida Nur Solikhah ◽  
Bambang Mursito ◽  
Supawi Pawenang
Keyword(s):  
Customer Satisfaction ◽  
Marketing Strategy ◽  
Swot Analysis ◽  
Marketing Mix ◽  
Product Price ◽  
The Matrix ◽  
Marketing Mix Strategy ◽  
Place Promotion ◽  
Product Location ◽  
Cartesian Diagram

This study aims to analyze the effect of the marketing mix strategy on customer decisions at Toko Sugeng. This research uses the mix method. The strategy used is squential explanatory. The research were obtained from questionnaires, interviews, observation and documentation. The population in this study are all customers who have made repeat purchases. Samples taken as many as 100 customers. Result research shows the effect of price on customer satisfaction is 14,726%. The effect of the product on customer satisfaction is 13.764%. Effect of location on customer satisfaction of 18,470%. The effect of promotion on customer satisfaction is equal to 37.074%. The effect of price, product, location, and promotion on customer satisfaction is 84%. The marketing strategy applied by Toko Sugeng in increasing customer satisfaction, namely by implementing a marketing formulation strategy, segmenting, targeting, positioning and the marketing mix strategy or marketing mix which consists of four elements, namely product, price, place, promotion. The purpose of this is to attract buyers and retain existing customers. Toko Sugeng uses a SWOT analysis for improve customer satisfaction. In the calculation of the SWOT analysis both in terms of the matrix, EFAS and IFAS and the Cartesian diagram, show that Toko Sugeng is in the quadrant I position, namely (+, +). This position proves a strong and likely shop. Tactic recommendations given is progressive. So that it is really possible to continue to expand, enlarge growth and achieve maximum progress. Keywords: marketing mix, strategy, customer satisfaction

scholarly journals Does Marketing Success Factors Influence Private College Admission? Evidence From Malaysia

2019 ◽  
Vol 10 (5) ◽  
pp. 440
Author(s):  
Zalina Zainudin ◽  
Mohd Faiq Bin Abdul Fattah ◽  
Sheikh Muhamad Hizam Sheikh Khairudin
Keyword(s):  
Private Colleges ◽  
Significant Relationship ◽  
Structural Equation ◽  
Success Factors ◽  
College Admission ◽  
Marketing Mix ◽  
Private College ◽  
Physical Evidence ◽  
Marketing Mix Strategy ◽  
The Relationship

Private colleges are predicted to be presented with many opportunities as well as challenges in the coming years. Admission pressures become one of the challenges face by most of Private Colleges in Malaysia. Lacking of marketing mix strategy are claimed to contribute to this admission pressure. This study was conducted firstly, to determine the relationship between marketing success factors (Price, Place, Product, Promotion, People, Process, Physical Evidence, Partnership, Publication and Conference, Presentation and Extracurricular Program) with the marketing mix strategy of private colleges. Secondly, to determine the relationship between Marketing Mix Strategy with Private College Admission. Similarly, in this study, these 11Ps are the success factors of private college marketing mix strategy in influencing student to study in private colleges. Structural Equation Model (SEM) is conducted to estimate the effects of the main construct on its subcontracts, exogeneous and endogenous variables and its significant relationship. The result found the factors with the highest percentage of variation in contributing to Marketing Mix Strategy are Promotion, Product, Place, Price, Process, Partnership, Presentation, People, Physical Evidence, Publication and Conference and lastly Extracurricular Program. Thus, concluding that 11Ps Marketing Mix Strategy has a significant relationship with Private College Admissions. National private colleges can create a strategy based on the marketing mix strategy in competing for students. The study area is Malaysia, and it was conducted over a sample of 366 executive and marketing officers as the respondents.

scholarly journals WOM as The Mediator of Marketing Mix to Customer Satisfaction in Covid-19 Pandemic

2021 ◽  
Vol 14 (2) ◽  
pp. 147-157
Author(s):  
Novi Haryati ◽  
◽  
Rosita Widya Putri ◽  
Nisrina Qotrunnada ◽  
Yafi Alam Syah ◽  
...  
Keyword(s):  
Customer Satisfaction ◽  
Structural Equation ◽  
Word Of Mouth ◽  
Descriptive Analysis ◽  
Secondary Data ◽  
Marketing Mix ◽  
Sem Analysis ◽  
Primary Data ◽  
Mediating Role ◽  
The Relationship

This study examines coffee shops’ marketing mix and its impact on customer satisfaction and word of mouth (WOM). Also, analyzing customer satisfaction mediates the relationship between the marketing mix and word of mouth. This study used a quantitative approach with 100 sampling of coffee shop’s customers across Malang City. Primary data collection is done by distributing questioner containing several questions using a Likert scale to the respondents, while secondary data is obtained from literature studies. For analyzing the data, this study applied descriptive analysis and statistical analysis employed WarpPLS 7.0 software to perform the Partial Least Squares-Structural Equation Modelling (PLS-SEM) analysis. This study proves that marketing mix has a positive and significant effect on customer satisfaction, and the same relationship was found between the marketing mix and WOM. An important finding from this study is that customer satisfaction plays a mediating role between marketing mix and word of mouth.

scholarly journals Strategi Relasi antara Franchisor dan Franchisee pada Usaha Waralaba Chifry

REPRESENTAMEN ◽  
2020 ◽  
Vol 6 (02) ◽  
Author(s):  
Monika Teguh ◽  
Jeremy Santoso ◽  
Sasha Kurnia Njotoharsojo
Keyword(s):  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Customer Relations ◽  
Qualitative Approach ◽  
Mutual Understanding ◽  
Case Study Method ◽  
Mutual Exchange ◽  
Increasing Trend ◽  
The Relationship

Franchise is a business license from the franchisor to the franchisee. The franchise business industry continues to show an increasing trend every year. One of the food franchise businesses that has successfully developed and has outlets in various cities in Indonesia is ChiFry. ChiFry has been established since 2015 and now has 27 outlets throughout Indonesia. This study aims to determine the relationship strategy of the franchisor with the franchisee in the ChiFry food business, where ChiFry within 4 years succeeded in opening 25 franchise branches. The research is based on customer relations theory because the franchisee is a customer of the franchisor. This research uses a descriptive qualitative approach with the case study method. The results of this study indicate that all elements of the relationship strategy at ChiFry such as commitment, communication, trust, respect, mutual understanding, confidentiality, and mutual exchange work well, thus encouraging customer satisfaction. This research also shows that when the franchisor meets aspects of customer satisfaction such as quality perception, perceived value, and handling complaints, it will create loyalty from the franchisee. Loyalty is manifested in the form of not breaking the contract of cooperation with the franchisor.Keywords : Customer Relations, Franchise, Relationship Strategy, Customer Satisfaction, Customer Loyalty

scholarly journals Influence of Marketing Mix Strategy in Insurance Business: The Case of Kota Bharu

2019 ◽  
Vol 10 (2) ◽  
pp. 88
Author(s):  
M.S. Che Rusuli ◽  
R. Ruwaida ◽  
M. Noraani ◽  
J. Takala ◽  
M. Nizamuddin
Keyword(s):  
Customer Satisfaction ◽  
Sampling Method ◽  
Insurance Industry ◽  
Critical Factor ◽  
Marketing Mix ◽  
Product Pricing ◽  
Marketing Mix Strategy ◽  
Convenience Sampling ◽  
Insurance Business

Malaysia has experience a low penetration for Takaful business despite many growing operators in insurance industry. After 25 years in operation, it is time that Takaful industry is evaluated in terms of its performance. This study provides better understanding on Takaful customer satisfaction in a case of Kota Bharu. Population of this study are customers who have subscribing family Takaful plans in selected Takaful operator at least one years’ experience based on convenience sampling method. A total of 196 questionnaires were distributed and 163 questionnaires were returned. Therefore, this study revealed that the Product, Pricing, Promotion, People and Process towards Takaful operator were positively influence customer satisfaction. Finally, the study found that the Process indicates as the most critical factor that influences customer satisfaction toward Takaful Operator.

scholarly journals The Relationship Between Marketing Mix And Customer Loyalty In Hijab Industry: The Mediating Effect Of Customer Satisfaction

2016 ◽  
Vol 37 ◽  
pp. 366-371 ◽  
Author(s):  
Norsyaheera Abd Wahab ◽  
Lailatul Faizah Abu Hassan ◽  
Siti Asiah Md Shahid ◽  
Siti Noorsuriani Maon
Keyword(s):  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Marketing Mix ◽  
Mediating Effect ◽  
The Relationship
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