scholarly journals Analysis of the Effect of Product Quality, Price Perception, Brand Image and Promotion on Customer Satisfaction to Achieve Repurchase Intention (Fiesta Chicken Nugget)

2020 ◽  
Vol 5 (8) ◽  
pp. 595-602
Author(s):  
Theofilus Pirri, S.S ◽  
Dr. Dipa Mulia, M.M., M.H
Keyword(s):  
Customer Satisfaction ◽  
Product Quality ◽  
Significant Influence ◽  
Structural Equation ◽  
Brand Image ◽  
Equation Model ◽  
Repurchase Intention ◽  
Product Price ◽  
Price Perception ◽  
Chicken Nugget

This study aims to analyze the effect of product quality, price perception, brand image and promotion on customer satisfaction to achieve repurchase intention’s Fiesta chicken Nugget in Jakarta, Indonesia. This study uses Non Probability Sampling and purposive sampling methods with a total of 190 respondents. Data analysis of this study is carried out by structural equation model (SEM) analysis using Lisrel 8.8. The findings show that each independent variable namely product quality, price perception, brand image and promotion has a positive and significant influence on customer satisfaction as intervening variable. Customer satisfaction as intervening variable has a positive and significant influence on repurchase intention as dependent variable. The product quality has the biggest influence among the four independent variables on customer satisfaction. It is recommended that companies should focus on increasing the value of product quality and product price adjustments to increase customer satisfaction and the company should pay more intention to promotion and improve brand image for the better. Further research by conducting research on other variables with a larger sample is also recommended.

scholarly journals The Role of Purchasing Decisions Mediating Product Quality, Price Perception, and Brand Image on Customer Satisfaction of Kopi Janji Jiwa

2021 ◽  
Vol 3 (2) ◽  
pp. 31-42
Author(s):  
Janes Rivai ◽  
Zulfitri
Keyword(s):  
Customer Satisfaction ◽  
Product Quality ◽  
Significant Influence ◽  
Structural Equation ◽  
Structural Model ◽  
Brand Image ◽  
Purchasing Decisions ◽  
Price Perception ◽  
Measurement Models

This research study analyses and determines the role of purchasing decisions mediating product quality, price perception, and brand image on Kopi Harapan Jiwa's customer satisfaction. The population in this study were customers of Kopi Janji Jiwa 135 respondents. The use of samples with purposive sampling technique and target customers who have bought or consumed Kopi Janji Jiwa. Stages in data analysis with a structural equation model on partial least squares to see the effect of exogenous variables on endogenous variables. The structural model is known to moderate purchasing decisions, while customer satisfaction has a strong influence. The predictive capability is large, and the model performance between the structural and measurement models is in a good category. According to hypothesis testing, it was found that product quality and price perception did not significantly affect purchasing decisions, but the brand image had a significant influence on purchasing decisions. Product quality and price perception were found to significantly affect customer satisfaction while purchasing decisions were found to have no significant effect. The brand image was found not to have a significant effect on customer satisfaction. Meanwhile, purchasing decisions found a significant influence. In purchasing decisions, there is a significant influence on customer satisfaction.

scholarly journals Investigations of Customer Loyalty: Strengthening Product Quality, Brand Image and Customer Satisfaction

2021 ◽  
Vol 11 (1) ◽  
pp. 78
Author(s):  
Enjang Sudarman ◽  
Harries Madiistriyatno ◽  
Ikbal Sudarman
Keyword(s):  
Customer Satisfaction ◽  
Product Quality ◽  
Structural Equation Model ◽  
Customer Loyalty ◽  
Random Sampling ◽  
Structural Equation ◽  
Brand Image ◽  
Research Result ◽  
Equation Model ◽  
Stratified Random Sampling

Abstract. The purpose of this study is to help make decisions about winning the smartphone market through product differentiation to increase customer loyalty for the OPPO Brand. The study population was 1050 students of the faculty of education and the faculty of economics, the sampling technique using the stratified random sampling method was obtained by 550 students. Data analysis was performed using Structural Equation Model (SEM) statistical analysis using Amos Graphic v.22 Software. The result of the research obtained product differential strategy, brand image and customer satisfaction can increase customer loyalty. Brand image and customer satisfaction factor are mediators of product quality on customer loyalty factors. The implication of this research is that brand image is the biggest factor affecting customer satisfaction. Furthermore, the contribution of research result to the OPPO company must make product changes in order to improve brand image, customer satisfaction and customer loyalty. Abstrak. Tujuan dari penelitian ini adalah untuk meningkatkan loyalitas pelanggan melalui penguatan kualitas produk, citra merek dan kepuasan pelanggan. Populasi penelitian ini adalah Mahasiswa di Kabupaten Karawang dari 12 Perguruan tinggi sebanyak 27,378 mahasiswa, teknik pengambilan sampel menggunakan stratified random sampling diperoleh sebanyak 550 orang. Analisis data dilakukan dengan menggunakan analisis statistik Structural Equation Model (SEM) menggunakan perangkat lunak Amos Graphic versi 22. Hasil penelitian yang diperoleh bahwa penguatan kualitas produk memiliki efek secara langsung terhadap loyalitas pelanggan, citrak merek dan kepuasan pelanggan adalah mediator faktor kualitas produk pada faktor loyalitas pelanggan. Implikasi dari penelitian ini bahwa citra merek merupakan faktor terbesar yang mempengaruhi kepuasan pelanggan. Selanjutnya, kontribusi hasil penelitian terhadap perusahaan OPPO adalah untuk pertimbangan kebijakan bagi manajemen dalam hal penguatan kualitas produk yang dilakukan melalui inovasi teknologi dari sisi penggunaan bahan, fitur-fitur, serta komponen berkualitas tinggi agar meningkatkan citra merek, kepuasan pelanggan sehingga berdampak positif terhadap loyalitas pelanggan.

scholarly journals BRAND IMAGE, PRICE PERCEPTION AND QUALITY OF KECAP ABC PRODUCTS INFLUENCE ON CUSTOMER LOYALTY THROUGH CUSTOMER SATISFACTION IN GIANT KEDUNGSARI SURABAYA

2021 ◽  
Vol 8 (01) ◽  
pp. 39-48
Author(s):  
Rosita Oktafiani ◽  
Ida Bagus Cempena
Keyword(s):  
Customer Satisfaction ◽  
Product Quality ◽  
Customer Loyalty ◽  
Significant Influence ◽  
Brand Image ◽  
Linear Regression Analysis ◽  
Multiple Linear Regression Analysis ◽  
Survey Method ◽  
Price Perception ◽  
Customer Satisfaction And Loyalty

This study aims to determine whether there is an influence between the variables of Brand Image, Price Perception, Product Quality on Customer Loyalty through Customer Satisfaction at Giant Surabaya. Thisresearch method is explanatory research with hypothesis testing. The population in this study are the visitors who shop for Giant Kedungsari Surabaya, with sample of 100 computed by Slovin formula. Data collected by using a survey method with questionnaire as instrument. The analysis technique used is multiple linear regression analysis and t-test for test the hypothesis. The results of the study show that brand Image has a significant influence on Customer Satisfaction, Brand Image has no significant influence on Customer Loyalty, Price perception has a significant effect on customer satisfaction and loyalty, Product quality has a significant influence on customer satisfaction, but has no significant effect on customer loyalty, Customer Satisfaction has a significant influence on Customer Loyalty. This indicates that to increase customer satisfaction and loyalty, a good brand image, low price perception, good product quality, is needed.

The Effect of Product, Price and Promotion on Purchase Decision-Mediated by Customer Satisfaction of Oriflame M3 Network Community

2021 ◽  
Vol 4 (1) ◽  
pp. 129-142
Author(s):  
Edi Sugiono ◽  
Sri Widiastutik
Keyword(s):  
Customer Satisfaction ◽  
Product Quality ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Personal Selling ◽  
Study Participant ◽  
Equation Model ◽  
Purchase Decision ◽  
Product Price ◽  
Analysis Technique

A B S T R A C TThis study was aimed to analyse the effect of product, price, promotion, customersatisfaction, purchase decision. The study participant was 125 people. data werecollected by questionnaires and structural equation model (SEM) were applies asan analysis technique. The results analysis showed that product quality, price,personal selling have positive and significant effect on the customer satisfactionand customer loyalty. The implication is product quality, price, personal sellingneed to be increased in order to customer satisfaction and customer loyalty.

The Effect of Product Quality, Price Perception and Promotion on Customer Satisfaction and its Impact on Customer Loyalty of PT Makmur Jaya Agro Pesticides

2021 ◽  
Vol 4 (1) ◽  
pp. 157-172
Author(s):  
Suharyono Suharyono ◽  
Mifta Elfahmi
Keyword(s):  
Customer Satisfaction ◽  
Product Quality ◽  
Structural Equation Model ◽  
Customer Loyalty ◽  
Indirect Effect ◽  
Consumer Satisfaction ◽  
Structural Equation ◽  
Equation Model ◽  
Research Model ◽  
Price Perception

A B S T R A C TThis study aims to determine the direct effect of Product Quality, Price Perceptionand Promotion on Consumer Satisfaction of PT Makmur Jaya Agro's pesticides,as well as to determine the indirect effect of these variables on Customer Loyaltythrough Customer Satisfaction. As many as 160 respondents of PT Makmur JayaAgro's pesticide consumers who came from the Subang Regency area were theobjects of this study. The research model used the Structural Equation Model(SEM) with the help of analysis tools SPSS Version 26 and Lisrel Version 8.30.The results showed that Product Quality, Price Perception and Promotion had apositive and significant effect on Customer Satisfaction. Customer Satisfaction isan intervening variable dependent on customer loyalty where Product Quality,Price Perception and Promotion have a positive and significant effect on CustomerLoyalty through Customer Satisfaction. This research can be useful forcompanies to identify, plan and manage steps and policies to increase CustomerSatisfaction and Customer Loyalty..

scholarly journals Factors Influencing Customer’s Repurchase Intention of Go-Jek in Semarang, Indonesia

2019 ◽  
Vol 2 (4) ◽  
pp. 458-472
Author(s):  
Mudiantono Mudiantono ◽  
Debrina Andhike
Keyword(s):  
Structural Equation Modeling ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Structural Equation ◽  
Brand Image ◽  
Equation Modeling ◽  
Repurchase Intention ◽  
Price Perception ◽  
Factors Influencing ◽  
Customer Dissatisfaction

The emergence of GO-JEK is the beginning of many similar businesses. People are smart enough to compare the benefits that each company offers. Customer dissatisfaction is one of the reasons why people stop using a company’s service. Thus, the company needs to be able to implement strategies in order to keep or increase customer interest in using services offered by GO-JEK. This study aims to analyze how to increase the customers’ intention to repurchase GO-JEK’s services. The method used in collecting data is purposive sampling. This study has 180 samples that were collected through questionnaires. Questionnaires were distributed to the respondents who have ever tried using GO-JEK’s services more than twice in Semarang, Indonesia. The data collected were processed using Structural Equation Modeling (SEM) through AMOS ver. 22.0 to test ten hypothesis. The results show that service quality has a positive and significant effect on brand image, trust, customer satisfaction, and repurchase intention. Price perception also has positive and significant effect on customer satisfaction and repurchase intention. Repurchase intention has also been positively and significantly affected by trust and customer satisfaction. While brand image has a positive but not significant effect on repurchase intention. The results also show that service quality through customer satisfaction has the most significant impact on repurchase intention. Thus, in order to increase repurchase intention, GO-JEK needs to increase service quality and customer satisfaction. Keywords: Service Quality, Price Perception, Repurchase Intention.

scholarly journals THE INFLUENCE OF PRODUCT QUALITY , PRICE PERCEPTION AND BRAND IMAGE ON SATISFACTION AND CUSTOMER LOYALTY HOLCIM CONCRETE READYMIX IN JAKARTA

2016 ◽  
Vol 7 (2) ◽  
pp. 345
Author(s):  
Sita Budiastari
Keyword(s):  
Customer Satisfaction ◽  
Product Quality ◽  
Customer Loyalty ◽  
Brand Image ◽  
Product Price ◽  
Price Perception ◽  
Perceived Price ◽  
Ready Mix Concrete

The purpose of this research is to find a picture of the effect of product quality , price perception and brand image on satisfaction and customer loyalty ready mix concrete in Jakarta . This research is a quantitative study with descriptive and causal methods undertaken at Holcim Beton in 2013 with a sample of 100 customers in Jakarta and its surrounding the industrial and commercial segments project . Data collection by questionnaire respondents and analyzed using path analysis with SPSS version 20.0. The results of the study concluded that ( 1 ) product quality does not effect to customer satisfaction ( 2 ) Perception price positive and significant effect on customer satisfaction, ( 3 ) Brand Image does not have an influence on customer satisfaction, ( 4 ) all independent variables , quality of products , Perception price and a positive brand image and significant consequences for the dependent variable Customer satisfaction, with the value of determination of 50%, while 50% are influenced by other variables ( 5 ) Product Quality and significant effect on customer loyalty through customer satisfaction, ( 6 ) Perceived Price does not effect on loyalty through customer satisfaction, ( 7 ) brand image have effect and siginikan loyalty through customer satisfaction, ( 8 ) Dependent variable of product quality , price perception and brand image together and significant effect on customer loyalty through customer satisfaction, with value of determination of 77.4 %, and 22.6 % are influenced by other factors. The findings recommend that Holcim aims to improve product quality , perceived price and brand image to increase loyalty through customer satisfaction . It is also recommended to Holcim for increase of services and information to customers in order for increase customer satisfaction and loyalty.   Keywords: quality of product, price perception, brand image, customer satisfaction, customer loyalty, ready mix concrete, Holcim in

scholarly journals Study The Effects Of Corporate Image, Service Quality And Price Perceptions On Customer Satisfaction And Purchase Loyalty (A Survey On Pertamina In South Sulawesi Province)

2020 ◽  
Vol 5 (2) ◽  
Author(s):  
Paulus Johan Lolo
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Structural Equation ◽  
Sampling Method ◽  
Equation Model ◽  
Corporate Image ◽  
Price Perception ◽  
South Sulawesi ◽  
Quota Sampling ◽  
Price Perceptions

This study seeks to analyze the influence of corporate image, quality services and price perceptions of Pertamina product customer satisfaction, analyze the influence of corporate image, service quality and price perceptions on purchase loyalty, analyze customer satisfaction on purchase loyalty, and analyze the influence of corporate image, service quality and price perception through customer satisfaction on purchase loyalty. The study was conducted at the Pertamina Office in South Sulawesi Province with a population of 5,540 people and a sample of 277 respondents based on a 5% Quota sampling method. Data were analyzed using the Structural Equation Model using AMOS 18. The results found that corporate image, service quality and price perception had a positive and significant effect on customer satisfaction. Corporate image, service quality and price perception have a positive and significant effect on purchase loyalty. Customer satisfaction has a positive and significant effect on purchase loyalty. Feelings of pleasure using the product as an actualization of the attitude of customer loyalty, corporate image and service quality through customer satisfaction has a positive and significant effect on purchase loyalty, while price perception through customer satisfaction has a positive and insignificant effect on purchase loyalty. 

scholarly journals COMMITMENT SEBAGAI VARIABEL MEDIASI PENGARUH TRUST TERHADAP REPURCHASE INTENTION PADA RESTORAN WARALABA LOKAL

2017 ◽  
Vol 20 (1) ◽  
pp. 1
Author(s):  
Sri Vandayuli Riorini
Keyword(s):  
Customer Satisfaction ◽  
Structural Equation Model ◽  
Structural Equation ◽  
Affective Commitment ◽  
Word Of Mouth ◽  
Positive Influence ◽  
Equation Model ◽  
Repurchase Intention ◽  
Continuance Commitment ◽  
Affective Trust

Waralaba merupakan bentuk bisnis ritel khususnya restoran yang semakin berkembang dan menjanjikan. Persaingan menjadi semakin ketat ditambah masuknya franchisor asing. Loyalitas pelanggan merupakan kunci untuk memenangkan persaingan. Tujuan dari penelitian ini adalah untuk menganalisis Trust, Affective commitment, Continuance commitment terhadap Repurchase intention. Responden sebagai sampel dalam penelitian ini sebanyak 200 responden yang berkunjung ke restoran waralaba lokal, yang dipihih dengan menggunakan teknik Purposive sampling. Selanjutnya, metode analisis data menggunakan Teknik Structural Equation Model. Hasil penelitian menemukan bahwa seluruh Hipotesis yang dikemukakan dapat didukung, dimana (1) terdapat pengaruh positif Trust terhadap Affective commitment, (2) terdapat pengaruh positif Trust terhadap Continuance commitment, (3) terdapat pengaruh positif Affective trust terhadap Repurchase intention, (4) terdapat pengaruh positif Continuance commitment terhadap Repurchase intention, dan (5) terdapat pengaruh positif Trust terhadap Repurchase intention. Selanjutnya, ditemukan pula bahwa (1) Affective dan Continuance commitment merupakan variabel mediasi antara Trust dan Repurchase intention, dan (2) Continuance commitment merupakan faktor yang lebih kuat dalam mempengaruhi Trust, dan Repurchase intention dibandingkan Affective commitment. Untuk penelitian selanjutnya disarankan agar penelitian ini diterapkan pada jenis waralaba lokal lainnya, seperti department store, convenience store, specialty store, supermarket, dan hypermarket, serta menambahkan Service quality dan Customer satisfaction sebagai anteseden dari Trust dan Word-of-mouth sebagai konsekuensi dari Commitment.Franchising is a form of retail businesses, especially those of growing and promising restaurants. Competition is becoming more tightly multiplied by the entry of foreign franchisors. Customer loyalty is the key to win the competition. The purpose of this study is to analyze the trust, affective commitment, continuance commitment towards repurchase intention. Respondents as the sample of this study were 200 respondents who visited local franchise restaurants, chosen by using Purposive Sampling technique. Furthermore, the method of data analysis applies the Structural Equation Model techniques. The study finds that the entire hypothesis presented can be supported, where there are (1) a positive influence of trust towards affective commitment, (2) a positive influence of trust towards continuance commitment, (3) a positive affective trust towards repurchase intention, (4) a positive influence continuance commitment towards repurchase intention, and (5) a positive effect of trust towards repurchase intention. Furthermore, it is also found that (1) affective and continuance commitment is a mediator variable between the trust and repurchase intention, and (2) continuance commitment is a stronger factor in influencing the trust and repurchase intention than affective commitment. For further study, it is recommended that this research be applied to other types of local franchises, such as department stores, convenience stores, specialty stores, supermarkets and hypermarkets, as well as adding service quality and customer satisfaction as antecedents of trust and word-of-mouth as a consequence of the commitment

scholarly journals Pengaruh Kualitas Produk Terhadap Kepuasan, Reputasi Merek Dan Loyalitas Konsumen Jamu Tolak Angin Pt. Sido Muncul

2011 ◽  
Vol 4 (2) ◽  
Author(s):  
Budi Hermawan
Keyword(s):  
Customer Satisfaction ◽  
Product Quality ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Equation Model ◽  
Chi Square ◽  
Brand Reputation ◽  
Key Factor ◽  
Good Reputation ◽  
Loyal Customers

One of the key factor that PT Sido Muncul concerns about its Jamu Tolak Angin is the customer loyalty. The increase number of loyal customers can be considered as the success of the company’s product amidst the competition. This research is conducted to find out whether the product’s quality influences the customer loyalty through customer satisfaction and brand reputation of the PT Sido Muncul’s Jamu Tolak Angin brand. This research is conducted to retest the model proposed by Fred Selnes (1993), by using the Structural Equation Model (SEM). The sample of this research is 200 persons, collected by judgment sampling. The result of this research shows that customer loyalty is influenced by product quality, customer satisfaction, and brand reputation. Product quality influences customer loyalty through customer satisfaction and brand reputation. The model’s test of this research shows Chi-Square=65.81 (P=0.00026), RMSEA=0.071, GFI=0.94, dan AGFI=0.90. Product quality influences customer loyalty through customer satisfaction and brand reputation by 0.26 and it influences customer loyalty through brand reputation by 0.46. This research shows that good quality product will lead to the increase of customer loyalty and brand reputation of the PT Sido Muncul’s Jamu Tolak Angin brand. Loyal customers are directly influenced by PT Sido Muncul’s Jamu brand, while customer satisfaction doesn’t directly influence customer loyalty. When choosing which jamu product to consume, the customers don’t necessarily choose the product based on the satisfaction of past use but on the brand reputation. Customers think that the jamu brand that has good reputation is suitable for continuous use. This is because customers view jamu as traditional medicine, so the selection should be based on those products who have reliable brand reputation. This result shows that the PT Sido Muncul’s Jamu Tolak Angin brand reputation that has been formed may strengthen the product quality’s influence on creating customer loyalty.

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