scholarly journals Key Determinants of Smart Phone Brand Loyalty

2018 ◽  
pp. 724-733
Keyword(s):  
Customer Satisfaction ◽  
Generation Y ◽  
Brand Loyalty ◽  
Smart Phone ◽  
Switching Cost ◽  
Primary Data ◽  
Independent Variables ◽  
Brand Quality ◽  
Customer Trust ◽  
Significant Factors

Brand loyalty is one of the main facet to the triumph or downfall for smart phone organization. Consumer behavior have changed over the years due to the technological advancements of smart phone. There is a high competition between the brands of the smart phone manufacturers, so it is necessary to develop customer trust in order to increase brand loyalty. This research is an exploratory study of factors influencing smart phone brand loyalty of Generation Y in Malacca. This research studies the effect of different independent variables (brand image, perceived brand quality, brand experience, customer satisfaction and switching cost) that determines brand loyalty. A survey questionnaire is used as the primary data collection method, using the Likert scale measurement, and the sample size is 250. This study concludes that customer satisfaction and switching cost are significant factors that influence smart phone brand loyalty of Generation Y in Malacca.

scholarly journals The interrelationships between customer satisfaction, brand loyalty and relationship intentions of Generation Y consumers towards smart phone brands

2016 ◽  
Vol 47 (3) ◽  
pp. 25-34 ◽  
Author(s):  
P. G. Mostert ◽  
D. J. Petzer ◽  
A. Weideman
Keyword(s):  
Customer Satisfaction ◽  
New Product Development ◽  
Generation Y ◽  
Brand Loyalty ◽  
Smart Phone ◽  
New Product ◽  
Fierce Competition ◽  
Web Surfing ◽  
The Relationship

Smart phone marketers are finding it difficult to maintain market share in a market characterised by fierce competition and continued new product development. Generation Y consumers generally have a good command of technology and engage in technology-related behaviour such as texting, tweeting and web-surfing. When it comes to the adoption of smart phone applications, it is believed that Generation Y is leading the way. To retain Generation Y consumers, it is critical for organisations to ensure that customer satisfaction is achieved, brand loyalty has to be generated and meaningful long-term relationships with these consumers should be established. In this regard, this study aims to determine the interrelationships between customer satisfaction, brand loyalty and the relationship intentions of Generation Y smart phone users. Self-administered questionnaires were fielded among 395 Generation Y smart phone users living in Gauteng, South Africa. Results indicate significant and positive interrelationships between customer satisfaction, brand loyalty and relationship intention.

scholarly journals PENGARUH PERCEIVED BRAND QUALITY, PERCEIVED VALUE DAN SWITCHING COST TERHADAP CUSTOMER SATISFACTION DAN BRAND LOYALTY: STUDI PASAR INDUSTRI KIMIA DI INDONESIA

2019 ◽  
Vol 9 (2) ◽  
pp. 282 ◽  
Author(s):  
Vonny Susanti
Keyword(s):  
Customer Satisfaction ◽  
Competitive Advantage ◽  
Brand Loyalty ◽  
Perceived Value ◽  
Switching Cost ◽  
Technical Solution ◽  
Brand Quality ◽  
B2b Branding

Studi tentang B2B branding relatif masih sedikit dibandingkan dengan studi B2C branding. Kajian empiris ini didorong oleh beberapa pertanyaan penelitian terkait dengan B2B branding, terutama tentang faktor yang mempengaruhi customer satisfaction dan brand loyalty. Pengembangan model dilakukan atas dasar pertimbangan rasional, oleh karenanya beberapa konstruk diuji selaku antecedent dari customer satisfaction. Kajian empiris dilakukan terhadap pasar industri kimia emulsi, yakni persepsi konsumen produk kimia terhadap product brand dan faktor-faktor yang mempengaruhi dalam proses pengambilan keputusan pembelian. Penelitian ini mendapatkan temuan utama: brand loyalty dipengaruhi oleh customer satisfaction, dan customer satisfaction dipengaruhi sangat kuat oleh perceived brand quality, selain pengaruh dari switching cost dan perceived value. Industri kimia perlu untuk secara konsisten melakukan pengembangan product dan service, serta technical solution, bahwa hal ini akan menjadi suatu point of differentiation dan competitive advantage bagi perusahaan di tengah persaingan yang ketat.

scholarly journals IMPACT OF SERVICE QUALITY, TRUST, AND CUSTOMER SATISFACTION ON CUSTOMER LOYALTY IN PT MEGA MANUNGGAL PROPERTY TBK

2019 ◽  
Vol 6 (1) ◽  
pp. 33-42
Author(s):  
Maria Anna Stefanie ◽  
Badikenita Sitepu
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Primary Data ◽  
Distribution Method ◽  
Good Reputation ◽  
Customer Trust ◽  
The Impact

In order to compete, survive, and grow the company is required to provide a good quality services to meet the needs and desires of its customers. Companies must be able to maintain a good reputation in the eyes of its customers. A good quality services will tend to give more satisfaction to the customers who use the services of the company. With emphasis on good service it will build a long-term profitable relationships with customers while also achieving customer loyalty. Therefore, this study is aiming to determine the importance of the impact of service quality, trust and customer satisfaction at PT Mega Manunggal Tbk Property in an effort to improve customer loyalty which will affect the company's survival. A questionnaire distribution method chosen in this study is to collect primary data. Completed questionnaires designed and distributed or disseminated to all customers. SPSS for windows has been used to process the primary data.Thefindings showed that there is a significant relationship between service quality and customer loyalty, meaning that if the quality of service increases, customer loyalty will also increase.There is a significant influence between customer trust and customerloyalty,meaning that if the customer trust increases, customer loyalty will also increase.

scholarly journals Influential Factors on Customer Loyalty of La Moosh (Café), Hyderabad, Pakistan: An Empirical Approach

2020 ◽  
pp. 15-25
Author(s):  
Zuhaib Khokhar ◽  
Ramima Khokhar
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Brand Image ◽  
Positive Impact ◽  
Influential Factors ◽  
Independent Variables ◽  
Strongly Agree ◽  
Customer Trust ◽  
Relationship Of

Customers are the kings of any enterprise. They are considered as the backbone behind the triumph of a company. This is the quantitative and correlational research in nature. It aims at identifying the most influential factors or elements that can bring about impacts on customer loyalty. The most influential factors came out to be our service quality, customer satisfaction, customer trust and brand image have an impact on the loyalty of customers. The elements like service quality, customer satisfaction, customer trust and brand image are independent variables, whereas the dependent variable only includes customer loyalty. The targeted population is comprised of all those people and customers who visit La Moosh (Café), Hyderabad, Pakistan. For a collection of data, a closed-ended 5-point likert scale was established (from strongly disagree to strongly agree). A sample of 250 questionnaires was distributed and administered in IBM SPSS version 25. Three major tests are entertained for analysis such as factor analysis, reliability analysis (Cronbach’s Alpha) test and regression analysis test. Findings show that there is a significant and direct relationship of independent variables including service quality, customer satisfaction, customer trust and brand image on the dependent variable i.e. customer loyalty on La Moosh, Hyderabad, Pakistan. Therefore, it was recommended to enhance all the variables (service quality, customer satisfaction, customer trust and brand image) that have a significant positive impact on customer loyalty.

scholarly journals Kepuasan Konsumen: Faktor-Faktor Yang Mempengaruhi

2018 ◽  
Vol 15 (01) ◽  
Author(s):  
Marlina Kurnia ◽  
Mr Suwiknyo
Keyword(s):  
Customer Satisfaction ◽  
Corporate Culture ◽  
Brand Loyalty ◽  
Perceived Quality ◽  
Brand Awareness ◽  
Brand Associations ◽  
Physical Evidence ◽  
Brand Association ◽  
Brand Quality ◽  
Spss Software

ABSTRACT  This article investigates the influence of brand awareness, perceived quality, brand association, brand loyalty, tangible, reliability, responsiveness, assurance, empathy customer satisfaction. The population is the customer in BPR Meru Sankara, the sample is taken with convinience with slovin method. Using sample 96 and tested using SPSS software. The results of this study show Perception Quality, Reliability, Responsiveness and Empatimiliki influence and significant to Customer Satisfaction. Thus the proposed hypothesis proves true. As for Brand Awareness, Brand Associations, Brand Loyalty, Physical Evidence and Guarantee no effect on Customer Satisfaction so that the hypothesis proposed is not proven. Further research is expected to add variable motivation and corporate culture in researching customer satisfaction.Keywords                   : Brand Quality, Sistem Quality, customer satisfactionCorrespondence to       : [email protected] ABSTRAK  Penelitian ini ingin mengetahui faktor yang memepengaruhi kepuasan konsumen, seperti brand awareness, perceived quality, brand association, brand loyalty, tangible, reliability, responsiveness, assurance, empathy. Populasi dalam penelitian ini adalah nasabah BPR Meru Sankara, denagn teknik pengambilan sample dengan accidental sampling. Sampel yang digunakan adalah 96 dan diolah menggunakan SPSS software.Hasil dari penelitian ini menjelaskan hubungan antara Perception Quality, Reliability, Responsiveness dan Empatimemiliki pengaruh pada kepuasan pelanggan.Sedangkan hubungan antara Brand Awareness, Brand Associations, Brand Loyalty, Physical Evidence dan Guarantee tidak memiliki pengaruh pada Customer Satisfaction . Penelitian selanjutnya diharapkan dapat menambah variabel yang diteliti yaitu motivasi dan kepuasan pelanggan.Kata kunci                     : Brand Quality, Sistem Quality, customer satisfactionKorespondensi             : [email protected]

scholarly journals ANTECEDENTS OF CUSTOMER SATISFACTION AND BRAND LOYALTY OF SMARTPHONES AMONG GENERATION Y STUDENTS

2019 ◽  
Vol 20 (2) ◽  
pp. 441-453
Author(s):  
Ephrem Habtemichael Redda ◽  
Nkosinamandla Shezi
Keyword(s):  
Customer Satisfaction ◽  
Generation Y ◽  
Brand Loyalty

scholarly journals HARGA, PROMOSI, DAN KUALITAS PELAYANAN SEBAGAI ANTESEDEN KEPUASAN PELANGGAN YANG DI MEDIASAI OLEH KEPUTUSAN MENGGUNAKAN OJEK ONLINE DI YOGYAKARTA

2020 ◽  
Vol 9 (2) ◽  
pp. 241
Author(s):  
Taufiq Hidayat ◽  
Sukardi Sukardi
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Sampling Method ◽  
Sampling Technique ◽  
Primary Data ◽  
Analysis Tool ◽  
Independent Variables ◽  
The City ◽  
Positive Effect

Customer satisfaction is an asset for the company to be a benchmark for the company's success in serving customers. Since its establishment in 2010, GOJEK has consistently  served  the  community,  presenting  efficient  and  effective transportation  to the Indonesian people spread across several cities. By maintaining the values of a friendly Indonesian character. The population in this study were GO-JEK users. While the sample in this study is GO-JEK users more than once in the city of Yogyakarta.  The sampling technique uses a non-probability sampling method. While the data used in this study are primary data by  obtaining the data needed by  using information techniques, namely by distributing  questionnaires.  The analysis tool uses multiple linear regression, and doing a partial test  knowing  whether the independent variables individually have a significant effect on the dependent variable, do the r-test to measure the ability of the model to explain the ability of the dependent variable.The results of the analysis can be concluded that: Price does not have a positive effect on user decisions. Promotion does not have a positive effect on user decisions. Service quality does not have a positive effect on user decisions. User decisions have a positive effect on customer satisfaction. User decisions do not mediate between Price, Promotion and Quality of Service.

scholarly journals Pengaruh Perceived Quality dan Perceived Value terhadap Brand Loyalty melalui Customer Satisfaction J-Klin Beauty Jember

2019 ◽  
Vol 2 (2) ◽  
pp. 292-301
Author(s):  
Anton Yuliansyah ◽  
Timotius Dwi Handoko
Keyword(s):  
Customer Satisfaction ◽  
Brand Loyalty ◽  
Perceived Value ◽  
Perceived Quality ◽  
Primary Data ◽  
Analysis Tool ◽  
Analysis Method ◽  
Service Companies ◽  
Data Processing Method

Consumers play a very important role in providing an assessment of the quality of services obtained from service companies. This study aims to determine the effect of variable perceived quality and perceived value on the formation of brand loyalty through customer satisfaction of J-Klin customers in Jember Beauty Data used in this study is primary data. Data processing method uses path analysis method with the help of SPSS 24 analysis tool. The results of the study show that variable perceived quality and perceived value and customer satisfaction affect the formation of brand loyalty in J-Klin Beauty Jember customers either directly or indirectly Keywords: Perceived Quality, Perceived Value, Customer Satisfaction, Brand Loyalty

scholarly journals Impact of Direct-To-Home (DTH) on Indian Television Viewers

2019 ◽  
Vol 8 (2S11) ◽  
pp. 3064-3068
Keyword(s):  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Service Provider ◽  
Television Viewing ◽  
Switching Costs ◽  
Service Providers ◽  
Positive Influence ◽  
Switching Cost ◽  
Statistical Tools ◽  
Independent Variables

Direct to home has revolutionsied the television viewing in India. Despiteof the high switching costs, alternate offers like more regional channels, discounts, free installation, one month subscription waiver etc. attracted more customers. Three independent variables customer satisfaction, alternate offers and switching cost were used to understand the customer loyalty towards DTH service providers. The data collected was analysed using statistical tools revealed that, substantial amount of switching cost for changing DTH service provider is a biggest hurdle which makes the customer loyal. The customer satisfaction which has a positive influence on the customer loyalty is due the fact that irrespective of the service provider, their responsiveness towards customer calls and complains are not addressed to the expected level.

scholarly journals Antecedents and Consequences of Brand Love with Moderated By Memories

2019 ◽  
Vol 15 (1) ◽  
pp. 135-158
Author(s):  
Rahmawati Azizah MT
Keyword(s):  
Brand Loyalty ◽  
Brand Personality ◽  
Active Engagement ◽  
Brand Love ◽  
Purposive Sampling ◽  
Independent Variables ◽  
Brand Quality ◽  
The Relationship ◽  
Positive Effect ◽  
Variable Memory

AbstractThis research aims to examine the effect of perceived brand quality and brand personality on brand fondness with memories as moderator. This study examines the effect of independent variables on dependent variable with memories as moderating variable. The subject in this research were students, civil servants, professionals (nuns, accountants), entrepreneurs, private employees whom are users of Asus brand laptop in Indonesia. The sample were chosen by using nonprobability sampling technique namely purposive sampling. The instrument of this study was online questionnaire and the gathered data is analyzed by using multiple regression analysis. The finding of this study explains that perceived brand quality and brand personality have a positive effect on brand fondness. Brand fondness has a positive effect on brand loyalty and active engagement. The finding on moderation variables explains that memories are not proven to moderate the effect between perceived brand quality and brand fondness, it means that the magnitude of memory as a moderating variable has nothing to do with the relationship between independent variables and dependent variable. In addition, the finding of variable memories proved to moderate the effect between brand personality and brand fondness, it means that it will strongly influence the relationship between brand personality and brand fondness when the variable memory is high, otherwise it will become weak when the variable memory is low. Keywords: Perceived brand quality, brand personality, brand love, brand loyalty, active engagement, memories.Anteseden dan Konsekuensi Kecintaan Merek dengan Dimoderasi oleh KenanganAbstrakPenelitian ini bertujuan untuk menguji pengaruh kualitas merek yang dipersepsikan dan kepribadian merek pada kecintaan merek dengan kenangan sebagai pemoderasi. Subjek dalam penelitian ini adalah mahasiswa, PNS, profesional (suster, akuntan), wiraswasta, karyawan swasta yang merupakan pengguna laptop merek Asus di Indoensia. Sampel yang dipilih menggunakan teknik nonprobability sampling dengan jenis purposive sampling. Instrumen penelitian ini adalah kuesioner yang dibuat secara online dan dianalisis dengan analisis regresi berganda. Penelitian ini menemukan bahwa kualitas merek yang dipersepsikan dan kepribadian merek memiliki pengaruh positif pada kecintaan merek. Kecintaan merek memiliki pengaruh positif pada loyalitas merek dan keterlibatan aktif. Temuan pada variabel moderasi, kenangan tidak terbukti memoderasi pengaruh antara kualitas merek yang dipersepsikan dan kecintaan merek, artinya bahwa tinggi atau rendahnya kenangan sebagai variabel moderasi tidak ada kaitannya pada hubungan antara variabel independen dan variabel dependen. Selain itu, temuan variabel kenangan terbukti memoderasi pengaruh antara kepribadian merek dan kecintaan merek, artinya bahwa akan menjadi kuat pengaruh kepribadian merek pada kecintaan merek ketika variabel kenangan tinggi, dan sebaliknya akan menjadi lemah ketika variabel kenangan rendah. Kata kunci: Kualitas merek yang dipersepsikan, kepribadian merek, kecintaan merek, loyalitas merek, keterlibatan aktif, kenangan positif.

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