scholarly journals ANALISIS HUBUNGAN ANTARA KEPUASAN PELANGGAN DAN LOYALITAS PELANGGAN TERHADAP KEINGINAN PEMBELIAN ULANG, STUDI KASUS DI UNIVERSITAS BUNDA MULIA

2017 ◽  
Vol 5 (1) ◽  
Author(s):  
YB Andre
Keyword(s):  
Customer Satisfaction ◽  
Conceptual Model ◽  
Customer Loyalty ◽  
Consumer Satisfaction ◽  
Strong Relationship ◽  
The Body ◽  
Repurchase Intention ◽  
Body Of Knowledge ◽  
The Relationship ◽  
Students As Customers

<p>The purpose of this research is to obtain a better understanding of the relationship among customer satisfaction and customer loyalty to repurchase intention. One of the methods used in this paper is by surveying students (as customers) from 12 departements in Bunda Mulia University (UBM). The students have to fill in the questionnaires related to customer satisfaction, customer loyalty and repurchase intention concepts. A total of 232 students filled the questionnaires. The results support the conceptual model in demonstrating a strong relationship among customer satisfaction and customer loyalty to repurchase intention. One of the findings shows that the dimension of satisfaction does not directly support repuchase intention. This research adds to the body of knowledge related to customer satisfaction management.</p><p>Keywords : Consumer satisfaction, repurchase intention</p>

scholarly journals CONSUMER’S SATISFACTION AND BEHAVIOUR TOWARDS PERSONAL FINANCING

2019 ◽  
Vol 2 (7) ◽  
pp. 61-79
Author(s):  
Noormariana Mohd Din ◽  
Mohammad Ismail ◽  
Ruslee Nuh
Keyword(s):  
Customer Satisfaction ◽  
Conceptual Model ◽  
Consumer Satisfaction ◽  
Service Providers ◽  
Personal Finance ◽  
General Nature ◽  
Purchase Decision ◽  
Clear Understanding ◽  
Finance Industry ◽  
The Relationship

The unprecedented changes in the financial market have put a great pressure on financial service providers. As more competitive financial products and services emerge in the market, financial institutions have no choice, but to enhance their competitive advantages. Thus, consumer behavior in purchasing products and services must really be understood by the service providers. Unfortunately, the literature on customer satisfaction and the purchase decision is hardly seen in the finance industry. This paper originally develops a model of the relationship between consumer satisfaction and purchase decision in the finance industry focusing on personal finance. The mediating role of customer satisfaction in the purchase decision is emphasized in this research model. This model had been used to focus purchase decisions by adapted Theory Planned Behaviour (TPB). A clear understanding of the relationship attitude, subjective norms and perceived behavioral control towards purchase behavior had found by previous research. But lack of studies focused on the small-medium enterprises (SME’s) that nowadays have become a platform for the economy in Malaysia. Hence, this conceptual model had focused on SME’s behavior in selecting personal finance. The conceptual model offers insight into the general nature of a recovery that specifically to the understanding of SME’s behavior as well as in purchase personal loan.

scholarly journals Service Quality, Product Quality, and Perception of Price for Consumer Satisfaction at Aqiqah Business

2021 ◽  
Vol 4 (2) ◽  
pp. 142-153
Author(s):  
Nabilah Zhafirah ◽  
Rahayu Relawati ◽  
Bambang Yudi Ariadi
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Product Quality ◽  
Consumer Satisfaction ◽  
Strong Relationship ◽  
Primary Data ◽  
Quality Product ◽  
Perceived Price ◽  
The Relationship

Consumer Satisfaction is an assessment of the features of a product or service that provides a level of pleasure to customers related to meeting customer consumption needs. Aqiqah Nurul Hayat has been serving aqiqah services since 2003 and already has more than 30 branches spread throughout Indonesia. The purpose of this study was to determine the relationship between price perception, service quality, and product quality to consumer satisfaction with aqiqah Nurul Hayat Malang Branch. The research location is at the office of Nurul Hayat Malang branch on Jl. S. Supriadi No. 7 Sukun. Sampling used the accidental sampling method, the respondents obtained were 73 people. The analytical method used in this study is Spearman's Correlation. The data used are primary data. The results obtained indicate that the perception of price, service quality, and product quality have a relationship with customer satisfaction Aqiqah Nurul Hayat Malang branch. The results of the analysis show that perceived price, service quality, and product quality have a strong relationship with customer satisfaction at the Aqiqah Nurul Hayat Malang branch. The recommendation given is to maintain customer satisfaction by continuing to maintain the quality of both services and products.  

scholarly journals Experiential Consumption and Customer Satisfaction: Moderating Effects of Perceived Values

2016 ◽  
Vol 8 (5) ◽  
pp. 32 ◽  
Author(s):  
Lung-Yu Li ◽  
Long-Yuan Lee
Keyword(s):  
Customer Satisfaction ◽  
Perceived Value ◽  
The Body ◽  
Moderating Effects ◽  
Experiential Marketing ◽  
Experiential Consumption ◽  
Positive Effects ◽  
Body Of Knowledge ◽  
Managerial Implications ◽  
The Relationship

<p>Perceived value has also been studied to investigate what consumers really want and how to reach their mind over the past decade. Marketers recently had made efforts to integrate the concept of perceived value into experiential marketing strategy. The key of perceived value is to understand not only how they satisfied with the product they purchased, but also how they felt the service they were involved in. The current study aimed to investigate the relationship between experiential consumption and customer satisfaction toward consumers in the resort hotel industry. Applying perceived value as a moderator, the study further examine the level of effect on the relationship between experiential consumption and customer satisfaction. Using purposive sampling method, data was collected from 378 subjects through the self-administrated questionnaire. The result indicated that all dimensions of experiential consumption had positive effect on customer satisfaction. Both dimensions of perceived value, in addition, showed positive effects on customer satisfaction. Perceived value was proven to have partially moderating effects on the relationship between experiential consumption and customer satisfaction. Suggestions and managerial implications were discussed in the study, and would provide contribution both to the body of knowledge in the filed of marketing management.</p>

Repurchase intention: the effect of similarity and client knowledge

2020 ◽  
Vol 38 (6) ◽  
pp. 1351-1371
Author(s):  
Halimin Herjanto ◽  
Muslim Amin
Keyword(s):  
Customer Satisfaction ◽  
Sampling Technique ◽  
The Body ◽  
Repurchase Intention ◽  
Snowball Sampling ◽  
Community Centers ◽  
Content Type ◽  
Body Of Knowledge ◽  
Client Knowledge ◽  
Interaction Intensity

PurposeThe objective of this study was to investigate the effect of appearance, lifestyle and status similarity on interaction intensity, satisfaction with a banker and repurchase intention. Also examined was the moderating effect of client knowledge in the enhancement of customer satisfaction with a banker.Design/methodology/approachA total of 800 questionnaires using the snowball sampling technique were performed to distribute the questionnaires to bank customers at different ethnic community centers in New Zealand. A total of 377 useable questionnaires were collected for further analysis.FindingsThe findings indicated that the three types of similarity affect interaction intensity differently. Lifestyle similarity was found to positively influence interaction intensity. The similarity constructs of appearance and status were found to have an insignificant relationship with interaction intensity. The findings show that appearance similarity and interaction intensity are able to enhance customer satisfaction with a banker. Customer satisfaction with a banker has a significant relationship with repurchase intention. Client knowledge influences the degree of interaction intensity and satisfaction with a banker.Practical implicationsThe findings of this study help bankers to understand the importance of their similarities with a customer and to design recruitment strategies and training sections to improve customer satisfaction.Originality/valueThis study contributes to the body of knowledge by incorporating interaction intensity, similarity and satisfaction with a bank into the repurchase intention model.

scholarly journals E-retailing ethics and its impact on customer satisfaction and repurchase intention

2016 ◽  
Vol 26 (1) ◽  
pp. 288-310 ◽  
Author(s):  
Ibrahim Elbeltagi ◽  
Gomaa Agag
Keyword(s):  
Customer Satisfaction ◽  
Consumer Satisfaction ◽  
Mediating Effect ◽  
Comprehensive Model ◽  
Repurchase Intention ◽  
Online Retailing ◽  
Theoretical Understanding ◽  
Content Type ◽  
Online Consumers ◽  
The Relationship

Purpose – The theoretical understanding of online shopping behaviour has received much attention. Less focus has been given to online retailing ethics. Therefore, the purpose of this paper is to develop and test a comprehensive model of online retailing ethics. Design/methodology/approach – The study used a survey amongst a sample representative of universities across Egypt. In total, 310 questionnaire were collected and analysed using structure equation modelling using WarpPLS. Findings – The results indicate that the consumer perceptions of online retailing ethics (CPORE) as a second-order construct is composed of five constructs (security, privacy, non-deception, fulfilment/reliability, and service recovery) and strongly predictive of online consumer satisfaction. Furthermore, the authors find a significant mediating effect of trust, and commitment on the relationship between CPORE and customer satisfaction. The results also show that individualism had moderate effects on the relationship between CPORE and customer satisfaction. Contrary to expectations, power distance had no significant effect. Research limitations/implications – Despite the contributions of this study some research limitations need acknowledgment. First, this study employed a convenience sample. The authors encourage future studies to use random sampling of general consumers. The ethics literature identifies some factors which influence ethical judgments of consumers (e.g. sex, age, and education). Such research could identify how each variable, individually and cooperatively, impacts consumer ethical evaluations of online retailing. The authors did not collect data from non-internet shoppers because the focus of this study was online consumers referring to their latest purchase online. It may be an interesting extension, however, to test this conceptual model for other populations like non-online consumers. Originality/value – This study developed and empirically tested a comprehensive model of CPORE with its multidimensional constructs and evaluated its impact on both consumer satisfaction and repurchase intention via trust and commitment.

KEPUASAN KONSUMEN DITINJAU DARI KUALITAS PELAYANAN, STORE ATMOSPHERE DAN PROMOSI DI RUMAH MAKAN PONDOK JOWI SOLO

2020 ◽  
Vol 4 (02) ◽  
Author(s):  
Shofia Zulfa Amalina ◽  
Sri Hartono ◽  
Ratna Damayanti
Keyword(s):  
Quality Of Service ◽  
Data Collection ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Consumer Satisfaction ◽  
Sampling Technique ◽  
Likert Scale ◽  
The Relationship

The purpose of this study was to analyze the effect of whether or not the quality of service, store atmosphere and promotion of consumer satisfaction at Pondok Jowi Restaurant Solo. The population in this study were consumers of Pondok Jowi Solo Restaurant in January 2020 at May 2020 with a total of 14,030 people. The sampling techniquemismpurposive samplingm which is a sampling technique with certain considerations by taking 100 respondents. Data collection uses a Likert scale questionnaire to measure respondents' answers to identify the relationship between service quality, store atmosphere and promotion of customer satisfaction. The results show that service quality, store atmosphere and promotion have a simultaneous and significant effect on customer satisfaction, servicei quality has assignificant effect on customer satisfaction, store atmosphere has a significant effect on customer satisfaction, and promotion has significant effect on customer satisfaction. Keywords: Service quality, Store atmosphere, Promotion, Consumer satisfaction

PENGARUH KUALITAS PRODUK DAN KUALITAS PELAYANAN TERHADAP PENINGKATAN KEPUASAN DAN LOYALITAS PELANGGAN PERUSAHAAN DAERAH AIR MINUM (PDAM) KOTA MAKASSAR

2019 ◽  
Vol 3 (2) ◽  
pp. 228-244 ◽  
Author(s):  
Muhammad Rezha Pahlawan ◽  
Nurlia Nurlia ◽  
Abdul Rahman Laba ◽  
Erlina Pakki ◽  
Hardiyono Hardiyono
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Product Quality ◽  
Customer Loyalty ◽  
Indirect Effects ◽  
Analysis Method ◽  
Water Company ◽  
The Relationship ◽  
Intervening Variables ◽  
Customer Satisfaction And Loyalty

This study aims to determine the effect of Product Quality and Service Quality on Increasing Customer Satisfaction and Loyalty in Makassar Municipal Water Company (PDAM) both directly and through intervening variables or indirect effects. This study uses a quantitative approach conducted with the aim to explain the position of the variables studied and the relationship between one variable with another variable. This research will explain the causal relationship between variables through hypothesis testing. In this study, the analysis method used is path analysis using the SmartPLS program. The results of this study found that directly the product quality had a positive and significant effect on customer satisfaction, service quality had a positive and significant effect on customer satisfaction, product quality had a positive and significant effect on customer loyalty, service quality had a positive and not significant effect on customer loyalty, customer satisfaction positive and significant effect on customer loyalty. The indirect effect of this research is product quality has a positive and significant effect on customer loyalty if mediated by customer satisfaction. Service quality also has a positive and significant effect on customer loyalty if mediated by customer satisfaction.

FEATURE,NILAI, KEPUASAN DAN LOYALITAS PELANGAN

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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