Utilitarian and Hedonic Values Affect Brand Switching: Consumer Satisfaction as Moderator

<p>This study tested the existence of positive relationship between utilitarian values, hedonic values and consumer satisfaction. Further it also tested the significance of utilitarian and hedonic values influenced by consumer satisfaction affecting brand switching. Four independent products and brands were selected for data collection. Confirmatory factor analysis validated two dimensions along with factors via utilitarian values which include savings, convenience, affordability and multiple benefits. Hedonic values included freedom, self-expression, entertainment and exploration. Regression analysis revealed the existence of relationship between dependant and independent variables with variance obtained by these two dimensions and factors to be on higher side. Hypothesis proved a positive effect of both utilitarian and hedonic values on customer satisfaction. Customer satisfaction created by utilitarian and hedonic values has significant effect on brand switching. Managerial implications include suggestions on product pricing, variety, availability, upgrading consumer knowledge and consumer personal image.</p>

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PENGARUH VARIASI MENU DAN CITA RASA, PERSEPSI HARGA, KEBERSIHAN TERHADAP KEPUASAN KONSUMEN PADA RUMAH MAKAN DUTA MINANG JL. BRIGJEN KATAMSO

MANAJEMEN DEWANTARA ◽

10.26460/md.v3i1.7655 ◽

2019 ◽

Vol 1 (1) ◽

pp. 151

Author(s):

Felinda Astuti ◽

Henny Welsa ◽

Ignatius Soni Kurniawan

Keyword(s):

Regression Analysis ◽

Data Analysis ◽

Customer Satisfaction ◽

Consumer Satisfaction ◽

Sampling Technique ◽

Significance Level ◽

Price Perception ◽

Independent Variables ◽

Positive Effect ◽

Good Hygiene

This research was conducted to examine the effect of menu variations and tastes, perceptions of price, cleanliness on customer satisfaction at Duta Minang Restaurant Jln. Brig. Gen. Katamso. This study uses the dependent variable namely menu variation and taste, price perception, cleanliness and independent variables, namely customer satisfaction. The sampling technique used is Simple Accidential Sampling. Simple Accidential Technique Sampling, which is known as opportunity sample or free sampling, was chosen because of comfortable accessibility and proximity to the researcher. Samples are only taken at consumers of Duta Minang Restaurant Jln. Brigadier General Katamso totaling 100 people. The procedure for collecting data uses questionnaires that are distributed to be filled by Duta Minang consumers. Data processing uses multiple regression analysis with SPSS 16.0 tools. Based on data analysis and the results of hypothesis testing in this study it can be concluded that menu variations and tastes have a positive effect on consumer satisfaction with a significance level of 0,000. Price perception has a positive effect on customer satisfaction with a significance level of 0,000. Cleanliness has a positive effect on consumer satisfaction with a significance level of 0.016. This gives the implication that companies with good hygiene can increase customer satisfaction. And simultaneously the variable variations in menu and taste, price perception, and cleanliness positively influence consumer satisfaction with the value of F obtained at 207,528 and an error rate of 5%, the ability of the regression equation in this study, to explain the magnitude of variation that occurs in the dependent variable of 86 , 2% while 13.8% is explained by variables that the researcher cannot explain.

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Effect of Service Quality on Consumer Satisfaction at the Jakarta Claim Center Division Pt. Wahana Tata Insurance

Journal of Economics, Finance and Management Studies ◽

10.47191/jefms/v4-i9-13 ◽

2021 ◽

Vol 04 (09) ◽

Author(s):

Hero Wirasmara Kusuma ◽

Keyword(s):

Quality Of Service ◽

Customer Satisfaction ◽

Consumer Satisfaction ◽

Sampling Technique ◽

Simple Random Sampling ◽

Independent Variables ◽

Physical Evidence ◽

Insurance Data ◽

Positive Effect

This study aims to determine the significant positive effect simultaneously and partially between the independent variables: the quality of service consisting of physical evidence, reliability, responsiveness, assurance, and empathy for the dependent variable, namely customer satisfaction at the Jakarta Claim Center Division of PT. Wahana Tata Insurance. System. The sample in this study was 100 consumers in the Jakarta Claim Center Division of PT. Wahana Tata Insurance. Furthermore, the sampling technique used in this study is "Simple Random Sampling" for respondents who are currently carrying out the process of filing claims at the JCC Division of PT. Wahana Tata Insurance. Data collection was done by using a questionnaire technique. Simultaneous research results quality of service (physical evidence, reliability, responsiveness, assurance, and empathy) have a positive, solid, and significant effect on customer satisfaction. Partially, physical evidence, reliability, responsiveness, and empathy have a positive, relatively strong, and significant effect on customer satisfaction at the Jakarta Claim Center Division of PT. Wahana Tata Insurance.

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PENGARUH KUALITAS PRODUK TERHADAP KEPUASAN KONSUMEN DI RESTORAN BEBEK DAN AYAM GORENG PAK NDUT SOLO

JIMFE (Jurnal Ilmiah Manajemen Fakultas Ekonomi) ◽

10.34203/jimfe.v1i1.455 ◽

2015 ◽

Vol 1 (1) ◽

pp. 49-56

Author(s):

Yetti Hunsul Hayati ◽

Gracia Sekartaji

Keyword(s):

Customer Satisfaction ◽

Product Quality ◽

Consumer Satisfaction ◽

Positive Relationship ◽

Independent Variables ◽

A Value ◽

Influence Effect ◽

Index Level ◽

Quantitative Statistics

ABSTRACTThis study is about the Effect of Product Quality, Customer Satisfaction and Influence Effect of productquality to customer satisfaction conducted on Eating Duck and Chicken Fry Pak Nduts Restaurant. Theanalytical method used is quantitative statistics. The analysis of the data used is Analysis CorrelationCoefficient. Research results revealed the fact that the product quality affects customer satisfaction, it canbe seen in the table Correlation obtained for rxy 0710, and the value r tabel on 398 df is 0.098. it meansthere is a positive relationship between the products to customer satisfaction at home eating duck andchicken fried Pak Ndut Solo. Based on the index level of customer satisfaction can be seen that theaverage Tki is 100.1%, which means that consumers are satisfied with the quality of existing products athome eating duck and chicken fried Pak Ndut Solo. When viewed by test f and t, f test states that the valueof F count> F table that is 89.621> 1.96 by t-test and stated that t has a value greater than the value ttable is 1.966> 0.05, which means There is a significant relationship between the independent variables,Quality Products from duck and chicken fried Pak NdutS restaurant with Consumer Satisfaction.Keywords: Product quality and consumer satisfaction

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Analisis Pengaruh Kualitas Produk, Citra Perusahaan dan Kepercayaan Konsumen Terhadap Kepuasan Konsumen Produk Online

POINT ◽

10.46918/point.v3i2.1145 ◽

2021 ◽

Vol 3 (2) ◽

pp. 57-70

Author(s):

Marina Malian

Keyword(s):

Customer Satisfaction ◽

Product Quality ◽

Consumer Satisfaction ◽

Quantitative Research ◽

Brand Image ◽

Linear Regression Analysis ◽

Multiple Linear Regression Analysis ◽

Consumer Trust ◽

Independent Variables ◽

On Line

This study aims to analyze partially and simultaneously the influence of product quality, brand image and consumer trust on customer satisfaction. Including quantitative research using the results of questionnaire surveys filled by respondents. The sample used is 100 consumers of on line products in Palembang. The method of data analysis uses multiple linear regression analysis. To test the hypothesis the partial effect of independent variables on the dependent variable used the t test. The F test is used to test the effect of the independent variables on the dependent variable together. The results of processing data show there is an influence of product quality on customer satisfaction. Consumer trust affects consumer satisfaction and brand image does not affect consumer satisfaction. Taken together there is the effect of independent variables on the dependent variable. Consumer trust has the most dominant influence on customer satisfaction on line products in Palembang.

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PENGARUH KEPUASAN KONSUMEN DAN KEPERCAYAAN MEREK PADA NIAT BERKUNJUNG KEMBALI HOTEL DI YOGYAKARTA

Jurnal Manajemen ◽

10.26460/jm.v5i1.185 ◽

2016 ◽

Vol 5 (1) ◽

Author(s):

RR. Siti Muslikhah ◽

Yuni Astuti ◽

Mahyuddin Mahyuddin

Keyword(s):

Customer Satisfaction ◽

Purchase Intention ◽

Consumer Satisfaction ◽

Sampling Method ◽

Hierarchical Regression ◽

Brand Trust ◽

Validity Testing ◽

Revisit Intention ◽

Confirmatory Factor

This study aimed to examine the effect of customer satisfaction on revisit intention hotel in Yogyakarta, either directly or through the mediation of brand trust. Respondents in this study is that stayed in one-star hotels in Yogyakarta. To test the hypothesis quantitatively, the data obtained through a survey of 106 respondents. Sampling method nonprobability sampling with purposive sampling method. Validity testing performed by Confirmatory Factor Analysis (CFA) while reliability testing performed by the item to total correlation and Cronbach's alpha. Meanwhile, to test the effect among variables used hierarchical regression analysis and analysis of mediation Baron and Kenny (1986). Results from this study is that customer satisfaction significant effect on brand trust, brand trust a significant effect on revisit intention. This study also proved that customer satisfaction significant influence on purchase intention of re-either directly or indirectly, that is mediated confidence in the brand. The role of mediation is partially. Keywords: consumer satisfaction, brand trust, repurchase/revisit intention, mediation.

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PENGARUH KEPERCAYAAN, KEPUASAN KONSUMEN, DAN NILAI TERHADAP LOYALITAS PRODUK

Jurnal Riset Manajemen dan Bisnis ◽

10.21460/jrmb.2017.121.274 ◽

2017 ◽

Vol 12 (1) ◽

pp. 55

Author(s):

Rintar Agus Simatupang

Keyword(s):

Customer Satisfaction ◽

Consumer Satisfaction ◽

Linear Regression Analysis ◽

Perceived Value ◽

Sampling Technique ◽

Multiple Linear Regression Analysis ◽

Positive Influence ◽

Validity And Reliability ◽

Convenience Sampling ◽

Positive Effect

This study aims to examine the influence of trust, customer satisfaction, perceived value on loyalty simultaneously and test the influence of trust, customer satisfaction, and perceived value on loyalty partially. Respondents in this study are consumers of notebook users. The sampling technique is done through convenience sampling technique. The number of respondents that can be used as a sample is as much as 250 respondents. Before the first analysis is done the validity and reliability test with the aim of knowing the level of validity and reliability, then analyzed using multiple linear regression analysis. The result of analysis shows that trust, consumer satisfaction and perceived value have positive influence on loyalty simultaneously, then based on partial test of trust variable does not affect to loyalty, while consumer satisfaction and perceived value have positive effect on loyalty.Keywords: Trust, Consumer Satisfaction, Perceived Value, Loyalty.Penelitian ini bertujuan untuk menguji pengaruh kepercayaan, kepuasan konsumen, nilai yang dipersepsikan pada loyalitas secara simultan dan menguji pengaruh kepercayaan, kepuasan konsumen, dan nilai yang dipersepsikan pada loyalitas secara parsial. Responden dalam penelitian ini adalah konsumen pengguna notebook. Teknik pengambilan sampel dilakukan melalui teknik convenience sampling. Jumlah responden yang dapat digunakan sebagai sampel adalah sebanyak 250 responden. Sebelum dilakukan analisis terlebih dahulu dilakukan uji validitas dan reliabilitas dengan tujuan mengetahui tingkat validitas dan reliabilitas, kemudian dianalisis menggunakan analisis regresi linier berganda. Hasil analisis menunjukkan kepercayaan, kepuasan konsumen dannilai yang dipersepsikan berpengaruh positif pada loyalitas secara simultan, kemudian berdasarkan pengujian secara parsial variabel kepercayaan tidak berpengaruh terhadap loyalitas, sedangkankepuasan konsumen dan nilai yang dipersepsikan berpengaruh positif pada loyalitas.Kata Kunci: Kepercayaan, Kepuasan Konsumen, Nilai yang Dipersepsikan, Loyalitas

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A Measure of Tourist Responsibility

Sustainability ◽

10.3390/su13063351 ◽

2021 ◽

Vol 13 (6) ◽

pp. 3351

Author(s):

Álvaro Dias ◽

Inês Aldana ◽

Leandro Pereira ◽

Renato Lopes da Lopes da Costa ◽

Nelson António

Keyword(s):

Factor Analysis ◽

Ecological Footprint ◽

Relevant Information ◽

Two Dimensions ◽

Civic Responsibility ◽

Face To Face ◽

Mass Tourism ◽

Confirmatory Factor ◽

Managerial Implications ◽

Method Approach

In a post-pandemic context, destinations are questioning mass tourism, and are focusing on more sustainable segments, looking for more responsible tourists. This requires obtaining relevant information to assess what kind of tourists visit the destination and, at the same time, to monitor changes in tourists’ behavior and attitudes. This study aims to respond to this challenge by creating a measure to assess the tourist’s responsibility. Using a scale development method, a sequential mixed-method approach is conducted to identify scale dimensions and items. An initial qualitative approach is implemented for item generation using focus group and face-to-face interviews. Then, a second study based on a survey is conducted for exploratory factor analysis. A third study, also based on a survey is performed to obtain a new sample for confirmatory factor analysis. Findings show two dimensions: civic responsibility and philanthropic responsibility, allowing an understanding of how tourists can act responsibly in destinations without compromising the ecological footprint on the planet. Theoretical and managerial implications are discussed.

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PENGARUH KUALITAS PELAYANAN BANQUET TERHADAP KEPUASAN KONSUMEN PADA LABERSA GRAND HOTEL & CONVENTION CENTER SIAK HULU KAMPAR

Jurnal Manajemen dan Bisnis ◽

10.34006/jmbi.v8i1.105 ◽

2019 ◽

Vol 8 (1) ◽

pp. 176-188

Author(s):

Nova Syafrina ◽

Syaiful Akbar

Keyword(s):

Linear Regression ◽

Customer Satisfaction ◽

Service Quality ◽

Consumer Satisfaction ◽

Secondary Data ◽

Simple Linear Regression ◽

Independent Variables ◽

Convention Center ◽

Grand Hotel

Abstrak Penelitian ini dilakukan di Labersa Grand Hotel & Convention Center, Siak Hulu, Kampar. Tujuan penelitian ini adalah untuk mengetahui apakah ada pengaruh yang signifikan antara kualitas pelayanan terhadap kepuasan konsumen pada Labersa Grand Hotel & Convention Center, Siak Hulu, Kampar. Populasi yang ada dalam penelitian ini sebanyak 1.317 orang. Dalam penelitian ini pengambilan sampel menggunakan asidental sampling, yaitu sebesar 93orang. Data yang digunakan adalah data primer dan sekunder dengan analisis menggunakan regresi linier sederhana. Hasil penelitian menunjukan bahwa hasil regresi linier adalah Y=16,974+ 0,642X yaitu memiliki arah hubungan yang positif, dan dan variabel kualitas pelayanan berpengaruh signifikan terhadap kepuasan konsumen hal tersebut dapat dilihat nilai nilai t_hitung (7,722) > dari t_tabel (1,98638). sedangkan besarnya pengaruh kualitas pelayanan terhadap kepuasan konsumen adalah sebesar 39,6 persen sedangkan sisanya sebesar 60,4 persen menggambarkan variabel bebas lainnya yang tidak diamati dalam penelitian ini. Kata Kunci : Kualitas Pelayanan Dan Kepuasan Konsumen. This research was conducted at Labersa Grand Hotel & Convention Center, Siak Hulu, Kampar. The purpose of this study was to determine whether there was a significant effect between the quality of service on customer satisfaction at Labersa Grand Hotel & Convention Center, Siak Hulu, Kampar. The population in this study was 1,317 people. In this study the sampling uses incidental sampling, which is equal to 93 people. The data used are primary and secondary data with analysis using simple linear regression. The results showed that the linear regression results were Y = 16,974 + 0,642X which has a positive relationship direction, and the service quality variable has a significant effect on customer satisfaction. It can be seen the value of t-count (7,722)> from t-table (1,98638). while the magnitude of the effect of service quality on consumer satisfaction is 39.6 percent while the remaining 60.4 percent describes other independent variables not observed in this study.. Keywords: Service Quality and Consumer Satisfaction

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KEPUTUSAN PEMBELIAN DALAM MEMEDIASI GREEN PROMOTION DAN GREEN PRICE TERHADAP KEPUASAN KONSUMEN

Jurnal Ekobis : Ekonomi Bisnis & Manajemen ◽

10.37932/j.e.v10i1.81 ◽

2020 ◽

Vol 10 (1) ◽

pp. 1-17

Author(s):

Dian Palupi

Keyword(s):

Customer Satisfaction ◽

Significant Influence ◽

Consumer Satisfaction ◽

Sampling Method ◽

Environmentally Friendly ◽

Direct Influence ◽

Purchasing Decisions ◽

Positive Effect

Abstrak Penelitian ini bertujuan untuk menguji promosi ramah lingkungan (green promotion) dan harga dari produk ramah lingkungan terhadap kepuasan konsumen serta meneliti keputusan pembelian sebagai variabel yang memediasi promosi dan harga produk ramah lingkungan terhadap kepuasan konsumen. Sampel penelitian ini berjumlah total 135 orang mahasiswa. Sampel diambil dengan metode accidental sampling. Hasil penelitian ini menunjukkan bahwa bahwa green promotion yang berwawasan lingkungan memiliki pengaruh langsung terhadap keputusan pembelian. Harga premium berpengaruh positif terhadap keputusan pembelian. Keputusan pembelian memiliki pengaruh secara signifikan terhadap kepuasan konsumen pada produk ramah lingkungan. Keputusan pembelian terbukti sebagai variabel yang memediasi pengaruh promosi dan harga dari produk ramah lingkungan terhadap kepuasan pembelianKata kunci : green promotion, green price, kepuasan konsumen, keputusan pembelian AbstractThis study aims to examine the promotion of environmentally friendly (green promotion) and the price of environmentally friendly products on consumer satisfaction and examine purchasing decisions as a variable that mediates promotions and prices of environmentally friendly products on consumer satisfaction. The sample of this study totaled 135 students. Samples were taken by accidental sampling method. The results of this study indicate that green environmental promotion has a direct influence on purchasing decisions. Premium prices have a positive effect on purchasing decisions. Purchasing decisions have a significant influence on customer satisfaction on environmentally friendly products. Purchasing decisions are proven as variables that mediate the influence of promotions and prices of environmentally friendly products on purchase satisfactionKeywords : : green promotion, green price, customer satisfaction, buying decision

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The Effect of Service Quality and Product Quality (Rooms and Food) on Consumer Satisfaction of Harris Sentul Hotel Bogor

TRJ Tourism Research Journal ◽

10.30647/trj.v3i1.52 ◽

2019 ◽

Vol 3 (1) ◽

pp. 71

Author(s):

Hamdany Hamdany ◽

Adhi Trirachmadi Mumin ◽

Diena Mutiara Lemmy

Keyword(s):

Customer Satisfaction ◽

Service Quality ◽

Product Quality ◽

Consumer Satisfaction ◽

Linear Regression Analysis ◽

Independent Variables ◽

Study Results ◽

Quality Of Food ◽

Two Independent Variables

Research on the influence of two independent variables namely service quality and product quality (of room and food) conducted at Harris Hotel Sentul Bogor aims to examine the level of its influence either partially or simultaneously on customer’s satisfaction as the dependent variable. The dimensions of service quality that are examined in terms of its influence on consumer satisfaction include elements of reliability, assurance, tangible, empathy and responsiveness. Some of the product quality indicators for the rooms quality examined to have its influence on customer satisfaction include elements of design, features, quality of performance and the perceive of quality while indicators for the quality of food products which considered to have effect on consumer satisfaction includes the element of taste of food, aroma of food and the presentation of food. The number of respondents who took part in the research was 300 of respondents who were the consumers invited to share their experience on the questioner during their stay at Harris Sentul Hotel. Data analysis techniques used in this study are linear regression analysis. The study results have answered the 3 hypotheses and show that service quality has a positive and significant influence on customer satisfaction partially likewise, the study results has showed that the quality of room and food have a strong influence on the level of customer satisfaction who stayed at Harris Sentul as well as study has showed that simultaneously the 2 (two) independent variables had a positive and significant effect.

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