Pengaruh Persepsi Kualitas Pelayanan dan Persepsi Nilai Terhadap Kepuasan Serta Dampaknya Pada Loyalitas Pelanggan Maskapai Penerbangan

This study aims to determine : The effect of perception of service quality on customer satisfaction, The effect of customer value perception on customer satisfaction, and And the impact of customer satisfaction on customer loyalty. This study uses the independent variable (service quality perception, customer value perception), and the dependent variable (customer satisfaction and customer loyalty). The sample method used in this study is the roscoe method and the Analysis Tool used in this study is AMOS version 23. With the number of 200 respondents selected are people who have used Batik Air Indonesia's flight services in the city of Bogor. Based on the research, it can be concluded that there are three hypotheses that have positive and significant influence, namely: The first hypothesis is the perception of service quality and customer satisfaction has an influence and significant with the results of the t-test of 4.039 greater than t-table. The second hypothesis is the perception of customer value on customer satisfaction has an influence with a negative t-test that is equal to -1.529 smaller than t-table. The third hypothesis is customer satisfaction Customer loyalty has a positive and significant impact with the t-test result of 4.039 greater than t-table. Keywords: Perception, influence, impact, Service Quality, Customer Value, Customer Satisfaction, Customer Loyalty, Batik Air Indonesia.

Black Friday shopping behaviour among Generation Y consumers in Botswana : an application of the stimulus-organism-response theory

The study applied the Stimulus-Organism-Response (S-O-R) theory to understand the Black Friday shopping behaviour of Generation Y consumers in Botswana. There is a dearth of studies that have examined the mediating effect of the organism (O) on the relationship between the stimulus (S) and the response (R). Majority of the studies concentrated on examining the S-O and the O-R relationships. Using data from a cross-section of 391 consumers, the study employed structural equation modelling to test the research hypotheses. The study found that social influence has a negative effect on customer value perception. It was found that social convenience has a positive effect on customer value perception while customer value perception positively influenced customer loyalty. The study also found that customer value perception mediates both the effects of social influence and social convenience on customer loyalty. The study has implications for theory, practice and future research.

Modeling the Customer Value Generation in the Industry's Supply Chain

This article shows that customer value generation has drivers, which could be different according to each stakeholder within the electricity industry, affecting its growth. Each stakeholder has different interests that affect the decision-making process and the customer value perception in the long term, which impacts on profitability. In order to illustrate how to identify and model key performance drivers to evaluate creating value in the electricity utility industry, this study used a simulation with the system dynamics methodology. Through simulation scenarios, this study shows that, the high customer value perception allows the electricity utilities industry to create more value. This is illustrated with the case of some electricity utilities engaged in the generation and distribution in the Colombian electricity market. The results show a new point of view that contributes to marketers and engineers in the analysis of the relationship between the stakeholders and electricity firms.

PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN NASABAH KREDIT PADA PT. BPR JKT PARIAMAN

The purpose of this study was to analyze the effect of reliability, responsiveness, assurance, empathy and tangibles to satisfaction of customer credit at PT. BPR JKT Pariaman. The population in this study are all customers of credit at PT. BPR JKT Pariaman. The sampling technique is random sampling, while the number of samples used for the analysis is 86 clients. The data analysis technique used to test the hypothesis is multiple linear regression. In this study, there are two independent variables, namely reliability, responsiveness, assurance, empathy and tangibles. Variables that have a significant influence on customer satisfaction credit at PT. BPR JKT Pariaman is responsiveness, assurance, and empathy. While the value of correlation coefficient obtained in this study amounted to 0.970, this shows that there is a very strong relationship between reliability, responsiveness, assurance, empathy and tangibles to satisfaction of customer credit at PT. BPR JKT Pariaman. For the coefficient of determination in this study was found to be 0.937 or equal to 93.7%. The results showed that of the credit customer satisfaction at PT. BPR JKT Pariaman which can be explained by reliability, responsiveness, assurance, empathy and tangibles amounting to 93.7%, while 6.3% thought to be explained by other factors not examined in this study, such as trust, customer value perception, and the company's image. Based on the test results of multiple linear regression analysis, it was found that the variable reliability, responsiveness, assurance, empathy and physical evidence of a positive effect on customer satisfaction credit at PT. BPR JKT Pariaman. This study provides practical recommendations for the management of PT. BPR JKT Pariaman to continue to improve responsiveness, assurance, and empathy in the future. This is due to responsiveness, assurance, and empathy have a significant impact on customer satisfaction credit at PT. BPR JKT Pariaman.

Exploring perceptions of customer value

PurposeThe purpose of this paper is to develop a framework that describes and explains how corporate social responsibility (CSR) initiatives are perceived by customers and links customer perception to the notion of customer value perception. To explore customer value conception firstly, the perception of CSR initiatives is investigated; secondly, indications for the value-enhancing effects of CSR initiatives are studied, and finally, the varying effects which different value categories can have on customer attitudes and behaviour are extracted.Design/methodology/approachThe data consists of 12 semi-structured interviews with customers of European telecommunication companies.FindingsThe results suggest that CSR initiatives, when communicated efficiently and considered as relevant by customers, will enhance two customer value categories: the extrinsic self-oriented value defined as efficiency and excellence and the intrinsic other-oriented value pertaining to ethics or spirituality. Enhancement of extrinsic self-oriented value imbeds the potential of CSR initiatives to affect customers’ purchase behaviour and thus strengthen ethical consumerism within the telecommunications industry.Research limitations/implicationsThe main implication for research is a better understanding of the relationship between customer perception and customer value perception in the field of ethical consumerism. Focussing on one industry for the study can be named as a limitation.Practical implicationsAs indicated by the research, results by customers prioritised CSR initiative can affect the customer value perception, mainly the extrinsic/self-oriented value. If the company is aiming to change customer behaviour and to strengthen ethical consumerism, it is important that the customer experience of CSR initiatives improve excellence (quality) and/or efficiency of the product/service.Originality/valueThis paper fulfils an identified need of research on how CSR initiatives can influence consumer behaviour.