scholarly journals Evaluation of the Successfulness of A Green Program through Customer Perceived Quality, Brand Image, and Customer Satisfaction: A Case Study at Surabaya Plaza Hotel

2012 ◽  
Vol 14 (1) ◽  
Author(s):  
Marsella Yeanette Hatane ◽  
Adinda Yosari ◽  
Felicia Christiana Hendautomo
Keyword(s):  
Customer Satisfaction ◽  
Brand Image ◽  
Perceived Quality ◽  
Plaza Hotel

PENGARUH PERSEPSI KUALITAS DAN CITRA MEREK TERHADAP LOYALITAS PELANGGAN DENGAN KEPERCAYAAN PELANGGAN DAN KEPUASAN PELANGGAN SEBAGAI VARIABEL ANTARA

2019 ◽  
Vol 4 (2) ◽  
pp. 307-316
Author(s):  
Hanim Faizal ◽  
Siti Nurjanah
Keyword(s):  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Brand Image ◽  
Hypothesis Test ◽  
Perceived Quality ◽  
Marketing Strategies ◽  
Product Price ◽  
Marketing Activities ◽  
Place Promotion ◽  
Customer Trust

The objective of this research is to know the effect of perceived quality, brand image towards customer loyalty through customer trust and customer satisfaction as intervening variables. The research model is the quantitative approach through a survey of 170 Mazda customers across 17 Dealers in Java, Kalimantan & Sulawesi. The sampling method is purposive sampling. The hypothesis test result shows that there is significant effect between perceived quality and brand image towards customer trust. And there is significant effect between perceived quality and brand image towards customer satisfaction. There is no significant effect between perceived quality towards customer loyalty and there is no significant effect between customer trust towards customer loyalty. But there is significant effect between brand image towards customer loyalty and there is significant effect between customer satisfaction towards customer loyalty. Based on the result, the company need to do marketing strategies by using 6P’s (People, Payplan, Product, Price, Place, Promotion) in order to enhance the positive impression of perceived quality and build customer trust through marketing activities to make a customer loyal to use Mazda car in Indonesia. Keywords: perceived quality, brand image, customer trust, customer satisfaction, customer loyalty

scholarly journals Prediction of Online Customer Satisfaction: A Case Study Go-Ride in Jabodetabek

2021 ◽  
Vol 8 (1) ◽  
pp. 39-47
Author(s):  
Rissa Hanny ◽  
Fahrizal
Keyword(s):  
Regression Analysis ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Multiple Regression ◽  
Brand Image ◽  
Quantitative Approach ◽  
Transportation Services ◽  
Analysis Technique ◽  
Motorcycle Taxi

The increasing number of online motorcycle taxis has an impact on tighter competition. PT Gojek Indonesia, which has existed since 2010, provides online motorcycle taxi transportation services based on applications under the 'GoJek' brand. This research examines how online customer satisfaction predicts service quality and brand image of Go-Ride services in the Jabodetabek area and the influence of both. This variety of causation studies serving as explanations and using the quantitative approach. Populations are passengers of Go-Ride services, located at Pasaraya Blok M, South Jakarta, that comes from that consumer in Jabodetabek area. The research sample uses purposive sampling to customer used Go-Ride's services as the counting of 96 respondents. Regression analysis technique using multiple regression. The results prove that online customer satisfaction can predict the service quality and brand image factors as Go-Ride's services yield impact partially and simultaneously. This is also reinforced by online customer satisfaction contributing 55.2 percent to predict service quality and brand image in this research.

First-Party Success or First-Party Failure? A Case Study on Audience Perceptions of the Nintendo Brand During the Wii U’s Product Life Cycle

2018 ◽  
Vol 15 (5) ◽  
pp. 475-500
Author(s):  
Ronen Shay ◽  
Anthony Palomba
Keyword(s):  
Video Game ◽  
Product Life Cycle ◽  
Defense Mechanism ◽  
Brand Image ◽  
Perceived Quality ◽  
Home Video ◽  
Mixed Methods Case Study ◽  
Video Game Consoles

The purpose of this mixed-methods case study is to examine the performance of the Nintendo brand during the eighth generation of home video game consoles and to assess whether the low sales of the Wii U can be attributed to a paradox in the relationship between the brand image of Nintendo’s first-party software and the perceived quality of Nintendo consoles. The results demonstrated that while the brand image of Nintendo’s first-party software does have a positive relationship with the perceived quality of Nintendo’s consoles, this relationship did not lead to a higher degree of consumer utility for the Wii U console. Despite this, Nintendo’s perceived quality and brand image remained higher than their competitors, reinforcing that positive brand equity can act as a defense mechanism from underperforming products.

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