How Does Strong Experiential Marketing Affect the Customer Value?

The research objective is to get empirical evidences as well as to elucidate the phenomenon so that conclusion can be drawn concerning the implementation of Experiential Marketing in Creating Customer Value at stars’ hotel of 3, 4 and 5 in West Java, Indonesia. This study uses quantitative approach and Structural Equation Modeling was conducted to test the hypothesis. To meet the adequacy of the data, it was decided to have sample of 210 respondents, consisting of hotel customers who were room occupants of 3, 4, and 5 star hotels in the West Java province. Collection of field data in order to obtain primary data was done through observation, deployment questionnaires, interviews and search and collecting documents. The results confirmed the importance of experiential marketing implementation since it can increase customer value, and it also has implications for customer loyalty.

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FEATURE,NILAI, KEPUASAN DAN LOYALITAS PELANGAN

Jurnal Riset Manajemen dan Bisnis (JRMB) Fakultas Ekonomi UNIAT ◽

10.36226/jrmb.v2i1.28 ◽

2017 ◽

Vol 2 (1) ◽

pp. 45-52

Author(s):

Iha Haryani Hatta

Keyword(s):

Structural Equation Modeling ◽

Customer Satisfaction ◽

Customer Loyalty ◽

Significant Influence ◽

Customer Value ◽

Structural Equation ◽

Equation Modeling ◽

Relationship Of ◽

The Relationship ◽

Customer Satisfaction And Loyalty

The aim of this study was to determine the relationship of the features of the value, satisfaction, and customer loyalty; the effect on the value of customer satisfaction and loyalty; influence of satisfaction on customer loyalty. A total of 200 merchant PT. BANK XYZ as respondents was selected randomly. Analyses were performed using structural equation modeling (SEM). The analysis showed that the feature has a significant influence on customer value, but not for customer satisfaction and loyalty. The values has a significant influence on satisfaction, but not on customer loyalty. Satisfaction has a significant influence on customer loyalty. Discussion and conclusions described in the article. Keywords: features of the value, satisfaction, customer loyalty

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EFFECT OF CUSTOMER VALUE AND CUSTOMER EXPERIENCE ON CUSTOMER SATISFACTION AND LOYALTY PT MERATUS SAMARINDA

International Journal of Economics Business and Accounting Research (IJEBAR) ◽

10.29040/ijebar.v4i01.909 ◽

2020 ◽

Vol 4 (01) ◽

Author(s):

Hasfar M ◽

Theresia Militina ◽

Gusti Norlitaria Achmad

Keyword(s):

Customer Satisfaction ◽

Customer Loyalty ◽

Customer Value ◽

Structural Equation ◽

Customer Experience ◽

Statistical Test ◽

Statistical Hypothesis ◽

Equation Modeling ◽

Value Effect ◽

Customer Satisfaction And Loyalty

This study aims to determine the effect of customer value and customer experience to customer satisfaction and loyalty PT Meratus. The population in this study are customers of PT Meratus by the number of 80 customers. Methods of data collection is done by providing a list of questions or the questionnaire respondents who are customers of PT Meratus, where questionnaires were distributed to such subscribers. This study uses data analysis tool which Partial Least Square (PLS), then this study using structural equation modeling analysis method or path analysis to determine the causal relationship between the latent variables contained in the structural equation. While testing the hypothesis tested boost strap resampling method developed by Geisser and Stone. Statistical test used statistical test t or t test, with statistical hypothesis. The tools used in processing the data using PLS Smart program. The results of this study indicate that 1) customer experience influence positive and significant to customer satisfaction, 2)) customer experience influence positive and significant customer loyalty, 3) customer value effect on positive and significant to customer satisfaction, 4) customer value effect positive but are not with significant customer loyalty, 5) customer satisfaction and significant positive effect on customer loyalty.

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PENGARUH SERVICESCAPE DAN KUALITAS KOMUNIKASI KARYAWAN TERHADAP LOYALITAS NASABAH MELALUI KEPUASAN NASABAH BANK MANDIRI DI SURABAYA

EKUITAS (Jurnal Ekonomi dan Keuangan) ◽

10.24034/j25485024.y2011.v15.i2.273 ◽

2018 ◽

Vol 15 (2) ◽

pp. 247-268

Author(s):

Musriha Musriha

Keyword(s):

Customer Satisfaction ◽

Customer Loyalty ◽

Structural Equation ◽

Sampling Technique ◽

Personal Communication ◽

Primary Data ◽

Equation Modeling ◽

Communication Quality ◽

Modeling Analysis ◽

Analysis Technique

The purpose of this study was to examine direct and indirect effects of an integrated model of servicescape and personal communication quality upon customer loyalty, and considered customer satisfaction as intervening variable. This study used a causal design. The main data used in this study are primary data collected through the circulation of questionnaires to the respondents Mandiri bank customers in Surabaya. The sampling technique using purposive sampling method to determine the sample based on the consideration of researchers. Data Analysis used SEM (Structural Equation Modeling) analysis technique by program package AMOS 16. Based on the analysis it can be concluded that: the result of study supports the influence of servicescape to customer satisfaction, supports the influence of servicescape to customer loyalty, supports the influence of personal communication quality to customer satisfaction, supports the influence of personal communication quality to customer loyalty, supports the influence of customer satisfaction to customer loyalty, supports the influence of servicescape and personal communication quality to customer loyalty through customer satisfaction.

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ANALISIS FAKTOR-FAKTOR YANG MEMPENGARUHI LOYALITAS PELANGGAN RETAIL PUPUK UREA NONSUBSIDI PT PUPUK ISKANDAR MUDA DI KABUPATEN ACEH UTARA

J-MIND (Jurnal Manajemen Indonesia) ◽

10.29103/j-mind.v4i2.3378 ◽

2020 ◽

Vol 4 (2) ◽

pp. 78

Author(s):

Zainal Abiddin ◽

Julimursyida Julimursyida ◽

Ichsan Ichsan

Keyword(s):

Structural Equation Modeling ◽

Customer Satisfaction ◽

Customer Loyalty ◽

Structural Equation ◽

Primary Data ◽

Equation Modeling ◽

Brand Trust ◽

Urea Fertilizer ◽

The North

This study aims to determine the effect of product excellence and brand trust on customer loyalty through customer satisfaction as an intervening variable. This study uses primary data obtained by distributing questionnaires to 144 respondents, who are the retail customers of non-subsidized urea fertilizer of PT Pupuk Iskandar Muda in the North Aceh Regency. The method used to analyze the data is Structural Equation Modeling (SEM). The results find that brand trust significantly influences customer satisfaction and customer loyalty, but product excellence does not significantly influence customer satisfaction and Retail customer loyalty of non-subsidized urea fertilizer of PT Pupuk Iskandar Muda in North Aceh Regency. Furthermore, customer satisfaction mediates the influence of brand trust on retail customer satisfaction of non-subsidized urea fertilizer of PT Pupuk Iskandar Muda in the North Aceh Regency. Based on the results of the study, it is expected that the leaders of PT Pupuk Iskandar Muda to increase customer loyalty, it is necessary to pay attention to the efforts for growing and increasing brand trust in customers by creating positive perceptions of costumers about the benefits that can be given by the products/brands so that they are confident in using non-subsidized urea fertilizer of PT Pupuk Iskandar Muda in North Aceh Regency Keywords: product excellence, brand trust, customer satisfaction and customer loyalty

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Building Customer Loyalty through Strategy Experiential Marketing, Service Quality, and Customer Satisfaction

Management Analysis Journal ◽

10.15294/maj.v9i2.39109 ◽

2020 ◽

Vol 9 (2) ◽

pp. 122-131

Author(s):

Wahyono Wahyono ◽

Ulfa Nurjanah

Keyword(s):

Structural Equation Modeling ◽

Data Analysis ◽

Customer Satisfaction ◽

Customer Loyalty ◽

Structural Equation ◽

Equation Modeling ◽

Research Model ◽

Experiential Marketing ◽

Marketing Service

The study aims to determine the influence of Experiential Marketing, quality of service, and customer satisfaction towards customer loyalty by developing a research model and 6 hypotheses filed in this study. The number of samples was 160 respondents, namely the customer of PT POS Indonesia (Persero) Semarang with incidental sampling through questionnaires. Data analysis using Structural Equation Modeling (SEM) of Software AMOS 21.0 based on data analysis results, it can be concluded that the model received good/fit and subsequent research results showed there were 3 hypotheses received and 3 hypotheses were rejected.

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Customer Loyalty Measurement Using Burnout and Confidence with Organizational Citizenship Behavior as Antecedent Variables

The Journal of Social Sciences Research ◽

10.32861/jssr.54.1016-1024 ◽

2019 ◽

pp. 1016-1024

Author(s):

Suharto Suharto ◽

Andriyansah Andriyansah

Keyword(s):

Organizational Citizenship ◽

Customer Loyalty ◽

Organizational Citizenship Behavior ◽

Latent Variables ◽

Structural Equation ◽

Primary Data ◽

Citizenship Behavior ◽

Equation Modeling ◽

Negative Effect ◽

Positive Effect

This study uses latent variables of burnout, confidence, organizational citizenship behavior and customer loyalty. The data used are primary data and collected using an explanatory survey. The total population is 3,841 customers. Samples taken were 200 respondents. The instrument used is a Likert scale at the Bank Lampung Office. The instrument was tested using validity and reliability. Requirements for analysis using tests of normality, homogeneity, linearity, and significance of regression. Data analysis using Structural Equation Modeling (SEM). The results found that burnout had a direct negative effect on customer loyalty, confidence had a direct positive effect on customer loyalty, burnout had a direct negative effect on organizational citizenship behavior, and organizational citizenship behavior had a direct positive effect on customer loyalty.

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Marketing mix, customer value, and customer loyalty in social commerce

Internet Research ◽

10.1108/intr-08-2016-0250 ◽

2018 ◽

Vol 28 (1) ◽

pp. 74-104 ◽

Cited By ~ 47

Author(s):

Ya-Ling Wu ◽

Eldon Y. Li

Keyword(s):

Customer Loyalty ◽

Customer Value ◽

Structural Equation ◽

Marketing Mix ◽

Equation Modeling ◽

Social Commerce ◽

Content Type ◽

Replication Studies ◽

Consumer Value ◽

Parsimonious Model

Purpose Based on stimulus-organism-response model, the purpose of this paper is to develop an integrated model to explore the effects of six marketing-mix components (stimuli) on consumer loyalty (response) through consumer value (organism) in social commerce (SC). Design/methodology/approach In order to target online social buyers, a web-based survey was employed. Structural equation modeling with partial least squares (PLS) is used to analyze valid data from 599 consumers who have repurchase experience via Facebook. Findings The results from PLS analysis show that all components of SC marketing mix (SCMM) have significant effects on SC consumer value. Moreover, SC customer value positively influences SC customer loyalty (CL). Research limitations/implications The data for this study are collected from Facebook only and the sample size is limited; thus, replication studies are needed to improve generalizability and data representativeness of the study. Moreover, longitudinal studies are needed to verify the causality among the constructs in the proposed research model. Practical implications SC sellers should implement more effective SCMM strategies to foster SC CL through better SCMM decisions. Social implications The SCMM components represent the collective benefits of social interaction, exemplifying the importance of effective communication and interaction among SC customers. Originality/value This study develops a parsimonious model to explain the over-arching effects of SCMM components on CL in SC mediated by customer value. It confirms that utilitarian, hedonic, and social values can be applied to online SC and that SCMM can be leveraged to achieve these values.

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Celebrity Endorsement as Moderating Variable on the Relationship between Loyalty and Corporate Credibility of Travel Companies in Aceh

International Journal of Contemporary Research and Review ◽

10.15520/ijcrr/2018/9/04/500 ◽

2018 ◽

Vol 9 (04) ◽

pp. 20726-20734

Author(s):

Ricky Alfanda ◽

Jasman J. Ma’ruf ◽

Nurdasila Darsono ◽

Syafruddin Chan ◽

Syafruddin Chan

Keyword(s):

Customer Loyalty ◽

Structural Equation ◽

Descriptive Analysis ◽

Demographic Characteristics ◽

Primary Data ◽

Equation Modeling ◽

Celebrity Endorsement ◽

Significant Relationships ◽

Corporate Credibility ◽

The Relationship

To increase customer loyalty, travel companies in Aceh use celebrity endorsement to help promote their products. The purpose of this study was to examine important criteria in creating customers’ loyalty. The effect of celebrity endorsement as moderating variabel on the relationship between loyalty and corporate credibility are investigated for this purpose. A sample was drawn from umrah pilgrims in Aceh with 220 respondents. Primary data was used in this study in form of questionnaire with Likert scale. SPSS was used to analyze demographic characteristics of the respondents and descriptive analysis. AMOS 22 was adopted for the Structural Equation Modeling of the survey model for verified analysis using regression weight/loading factor. The findings of this study have shown significant relationships among the variables under investigation. Celebrity endorsement was found as moderating variable between corporate credibility and customers loyalty. The results of this study could provide input for travel companies in Aceh to use celebrity endorsement if they wanted to increase customer loyalty of umrah pilgrims.

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Anteseden Kepuasan dalam Membentuk Loyalitas Pelanggan

Benefit Jurnal Manajemen dan Bisnis ◽

10.23917/benefit.v2i2.5480 ◽

2017 ◽

Vol 2 (2) ◽

pp. 149

Author(s):

Yohana Angel Chrestina ◽

Marjam Desma Rahadhini ◽

Untung Sriwidodo

Keyword(s):

Customer Loyalty ◽

Customer Value ◽

Structural Equation ◽

Sampling Method ◽

Secondary Data ◽

Equation Modeling ◽

Validity And Reliability ◽

Confirmatory Factor ◽

Risk Of Cancer ◽

Reducing Stress

Chocolate provide many health benefits when consumed in enough, such as reducing stress, lowers blood pressure, improves blood circulation, reduces the risk of cancer. So that processed chocolate has the opportunity to serve as the culinary field effort. Diverse menu flavored drinks provided by Franchise Chocolate Classic, to the satisfaction of chocolate drink lovers. The purpose of this study to analyze the antecedents of satisfaction (menu diversity, trust, and customer value) in the form of customer loyalty. Collecting data using primary and secondary data. The sampling method using a non-probability sampling with purposive sampling of 140 respondents. Validity and reliability using confirmatory factor analysis (CFA) and cronbach's alpha. Methods of data analysis using Structural Equation Modeling (SEM). The findings of the research there is the influence of the diversity of the menu, the value of customers' satisfaction, there is no effect of trust on customer satisfaction, there is the influence of satisfaction on loyalty, there is the influence of the diversity of the menu on loyalty, there is no influence of the value of customer loyalty, satisfaction mediates the effect of the diversity of the menu and confidence customer loyalty, satisfaction does not mediate the effect of customer value on loyalty. Advice for Chocolate Franchise Classical Solo to pay attention to the diversity of the menu, keep the trust and customer value so as to encourage consumers to buy again, recommend to others and be loyal.

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