scholarly journals How to Manage Customer Satisfaction through Brand Association and Perceived Value Strategy

2019 ◽  
Vol 4 (3) ◽  
pp. 184-193
Author(s):  
Vonny Susanti ◽  
Ujang Sumarwan ◽  
Megawati Simanjuntak ◽  
Eva Z Yusuf
Keyword(s):  
Customer Satisfaction ◽  
Brand Image ◽  
Perceived Value ◽  
Jel Classification ◽  
Brand Associations ◽  
Brand Association ◽  
Customer Perspective ◽  
Value Strategy ◽  
Image Type ◽  
Determinant Factor

Objective – The purpose of this study is to identify which factor has a stronger influence on customer satisfaction: perceived value or brand association. By understanding the influencer, the seller understands what policies and implications should be addressed to maintain and even enhance customer loyalty. Methodology/Technique – This empirical study uses a quantitative method and employs a PLS program to ensure a correlation between the constructs. Findings – The study concludes that brand association is a crucial determinant factor in customer satisfaction. Brand associations influence satisfaction relatively more than perceived value does. From the customer perspective, brand associations are affected more by salesman personality than brand image. Type of Paper: Empirical Keywords: Brand Association; Brand Image; Perceived Value; Salesman Personality; Satisfaction. Reference to this paper should be made as follows: Susanti, V; Sumarwan, U; Simanjuntak, M; Yusuf, E.Z. 2019. How to Manage Customer Satisfaction through Brand Association and Perceived Value Strategy, J. Mgt. Mkt. Review 4(3) 184 – 193 https://doi.org/10.35609/jmmr.2019.4.3(3) JEL Classification: M30, M31, M39.

scholarly journals BRAND ASSOCIATION ATTRIBUTES FOR INDONESIAN NATIONAL AIRLINE

2009 ◽  
Vol 8 (1) ◽  
Author(s):  
Idris Gautama So ◽  
Ishak Ismail
Keyword(s):  
Brand Equity ◽  
Brand Image ◽  
Brand Identity ◽  
Brand Associations ◽  
Brand Association ◽  
Service Brand ◽  
Private Values ◽  
Brand Attributes ◽  
The Creation ◽  
Cochran Test

Brand image, in brief is a series of private values that perceived by company to create identity of its product or service. Brand Association is anything related memory to brand (Tjiptono, 2005). Brand Association is one of assets of brand equity, which shows advantages and differences of a product or service while a person recall the brand of product or service. This paper is a research to discover brand attributes associated in consumers’ mind that create brand image of state owned national airline (Garuda Indonesia-GI), and then to discover harmonization between brand identity with brand image. The respondents of this research are passengers of GI airline at Sukamo-Hatta airport. Cochran test is one of methods applied in this paper. The result of this research shows that there are six brand associations which create GI brand image, but brand identity has not yet stuck completely in consumer’s mind, although there are three additional brand image perceived by consumers. These show that there is a positive gap which bring advantages to company. Company must also maintain the harmony of built brand image and brand identity to avoid the creation of negative gap.

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 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 Pengaruh Kepuasan Konsumen terhadap Brand Image Kopi Cap Bunga Flamboyant (Kajian pada masyarakat Desa Landih, Kecamatan Bangli, Kabupaten Bangli)

2019 ◽  
pp. 70
Author(s):  
NI WAYAN WITRI WIJAYANTI ◽  
KETUT BUDI SUSRUSA ◽  
PUTU UDAYANI WIJAYANTI
Keyword(s):  
Customer Satisfaction ◽  
Consumer Satisfaction ◽  
Brand Image ◽  
Descriptive Analysis ◽  
Linear Regression Analysis ◽  
Analysis Data ◽  
Equation Model ◽  
Brand Associations ◽  
Quantitative Descriptive Analysis ◽  
A Value

Effect of Consumer Satisfaction on Brand Image of Cap Bunga Flamboyant Coffee (A Study in the Village Community of Landih, Bangli District, Bangli Regency) This study aims to determine the magnitude of the effect of consumer satisfaction on a brand image and the magnitude of the effect of customer satisfaction on the strength of brand associations, the uniqueness of brand associations, and the superiority of brand associations on Cap Bunga Flamboyant Coffee in the Landih Village, Bangli District, Bangli Regency. The analytical method used was quantitative-descriptive analysis. Data collection was done by observation,interview, and documentation. Selection of key informants and number of sample determination were done by purposive method. The sample used in this studyamounted to 50 samples. The variables in this study were the effect of consumer satisfaction on the brand image of Cap Bunga Flamboyant Coffee with theindicators used were customer values, customer responses, and customer perception using simple linear regression analysis. The results of the analysis ofthe equation model formed was Y = 0,149 + 0,919X indicating the value of customer satisfaction on the Cap Bunga Flamboyant Coffee gave a positiveimpression so that placing a strong brand image and brand image of Cap Bunga Flamboyant Coffee would always be remembered, and ultimately consumeropportunities for repurchase the Cap Bunga Flamboyant Coffee brand became very large, which was followed by the strength of the increasingly strong brandassociation with a value of +0,875, the uniqueness of the brand association which was getting higher with a value of +0,921, and the superiority of the brandassociation which was getting better with the value of +0,952 assuming ceteris paribus or other factors that affect the brand image of Cap Bunga FlamboyantCoffee to remain constant.

scholarly journals Kepuasan pelanggan untuk pembelian mobil honda

2017 ◽  
Vol 20 (1) ◽  
pp. 63
Author(s):  
Agus Zainul Arifin ◽  
Regan Sutrisno Subagio
Keyword(s):  
Customer Satisfaction ◽  
Automotive Industry ◽  
Structural Equation ◽  
Brand Image ◽  
Perceived Value ◽  
Equation Model ◽  
Satisfaction Level ◽  
Model Method ◽  
Service Brand ◽  
Common Strategy

Pertumbuhan ekonomi Indonesia tahun 2015 mengalami penurunan. Hal ini berdampak pada industri Otomotif Indonesia. Semua produsen mobil menyusun strategi untuk mempertahankan bisnis otomotifnya. Strategi yang banyak dilakukan umumnya diarahkan pada kepuasan pelanggan. Tujuan penelitian ini adalah meneliti variabel- variabel yang mempengaruhi kepuasan pelanggan. Objekpenelitian penelitian ini adalah Kualitas Produk, Pelayanan Purna Jual, Brand Image, Perceived Value, dan Kepuasan Pelanggan. Sampel data adalah pengguna produk mobil Honda. Kuesioner disebarkan pada 200 responden di seluruh Indonesia. Analisis data dengan menggunakan metode Structural Equation model.Kesimpulan yang diperoleh membantu produsen Honda mampu mempertahankan kepuasan pelanggan pada level tinggi dan memenangkan persaingan pada industri otomotif di Indonesia.The Indonesia economic grewth slowdown on 2015. It has impacted the competition in the automotive industry in Indonesia. All players have got to implement many strategies to keep them in the automotive business. One of the most common strategy is to how to maintain customer satisfaction.This research aimed to investigate which variables are significant and contribute the most to the customer satisfaction variable. This research was using 5 variables, i.e. product quality, after sales service, brand image, perceived value, and customer satisfaction. The sampling data was customers that used Honda Mobile. The questionnaires were distributed to 200 respondents across Indonesian provinces. Structural Equation model method was used for data processing using Lisrel program for Windows.Finally, the conclusion of this research would help Honda improve its performance to keep its customer satisfaction level high, and win the competition in the Indonesian automotive industry

scholarly journals The Roles of Islamic Religiosity, Brand Image and Knowledge on Relationship between Perceived Value and Tourist Satisfaction: A Review

2018 ◽  
Vol 13 (8) ◽  
pp. 101 ◽  
Author(s):  
Nashrul Hakimi ◽  
Noorshella Binti Che Nawi ◽  
Mohamad Ismail ◽  
Md Zaki Muhamad Hasan ◽  
Asrul Hery Ibrahim ◽  
...  
Keyword(s):  
Customer Satisfaction ◽  
Brand Image ◽  
Perceived Value ◽  
Tourism Industry ◽  
Customer Behavior ◽  
Islamic Perspective ◽  
Tourist Satisfaction ◽  
Conceptual Paper ◽  
The Relationship

Islamic tourism industry must be innovative to remain competitive in an increasingly global economic. This conceptual paper examines the relationship between key component and factor that can affect the customer satisfaction in the Islamic tourism industry. The paper conceptualizes perceived value, brand image and Islamic attributes to studies the relationship that exists in the industry. The paper also uses knowledge and religiosity to investigate the moderate factor that exists in the framework between Islamic attributes and customer satisfaction. This paper will shed some light on measuring customer behavior in tourism from Islamic perspective. The dimension use in this paper also could be used as a base for tailoring Islamic tourist packages.

scholarly journals An Empirical Study of Corporate Brand Image, Customer Perceived Value and Satisfaction on Loyalty in Shoe Industry

2013 ◽  
Vol 5 (7) ◽  
pp. 469-483 ◽  
Author(s):  
Yu-Te Tu ◽  
Heng-Chi Chih .
Keyword(s):  
Customer Satisfaction ◽  
Brand Image ◽  
Relevant Literature ◽  
Operating Cost ◽  
Perceived Value ◽  
Future Research ◽  
Strong Impact ◽  
Corporate Brand ◽  
Customer Perceived Value ◽  
Customer Satisfaction And Loyalty

A positive corporate brand image is not only increasing competition but also encourage consumers to repurchase. With loyal customers, companies can reduce the operating cost and acquisition expenses. This initial study was from relevant literature, then set up research structure and hypotheses. Survey was employed, and respondents collected from the customers of ASO in Taiwan. There were 208 usable questionnaires to analyze descriptive statistics, reliability, validity, and SEM model. Based on the research results, corporate brand image significantly affects customer perceived value, customer satisfaction and loyalty; customer perceived value has strong impact on customer satisfaction and loyalty for the sample; and customer satisfaction significantly affects customer loyalty. Therefore, companies should have a positive brand image to customers, and specifically focus on those factors in order to build a long-term and mutually profitability relationships with customers and create loyalty as competitive advantages in the markets. The study focuses on the industry of shoes in Taiwan, and adopts only a quantitative method. Future research could employ a different design to examine the causal relationships posited by the theories, and extension the study to discuss mediation or moderation among dimensions.

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