Analyzing the Use of Social Media Communication Strategies in Indonesia and Malaysia: Insights and Implications

Tjiptono, Fandy; Khan, Ghazala; Yeong, Ewe Soo

doi:10.1007/978-3-030-81337-6_11

Cited by 5 publications

(4 citation statements)

References 28 publications

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“…Service Quality results from customer perceptions of attitudes that shape overall long-term performance valuations [12]. According to Tjiptono [11], service quality is the expected level of excellence and control over the status of excellence to meet customer desires Price is the value of a good or service measured by the money the buyer spends to obtain several combinations of goods, services, and services [17]. Price is one of the most flexible elements of the marketing mix, unlike the product's properties and the distribution channel's commitment.…”

Section: Literature Reviewmentioning

confidence: 99%

The Maxim Application's Customer Satisfaction Level and the Impact of Service Quality and Costs

Himawan,

Yusnanto

2023

JISMDB

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The determining factors of customer satisfaction include service quality and price. This study aims to determine whether there is a significant influence of Service Quality and Price on customer satisfaction on Maxim online motorcycle taxi application in Palembang. The research data was obtained by distributing questionnaires to respondents. The population and sample in this study were 54 respondents. This study uses the Service Quality method which contains tangible, reliability, responsiveness, assurance and empathy variables. Data analysis in this study used variable instrument tests and questionnaire value analysis from respondents. The results of the analysis in this study show that the Empathy variable has the most significant influence value on the customer satisfaction variable.

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Section: Literature Reviewmentioning

confidence: 99%

The Maxim Application's Customer Satisfaction Level and the Impact of Service Quality and Costs

Himawan,

Yusnanto

2023

JISMDB

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“…According to Tjiptono (2007), location refers to various marketing activities in terms of efforts to facilitate the delivery or distribution of goods and services from manufacturers to consumers. The location of an organization is the place where it operates or where it performs operations in order to generate goods and services that are cost-effective (Febriandika, 2021).…”

Section: Locationmentioning

confidence: 99%

“…The quality of Sharia hotel services provided is as promised (Tjiptono, 2007;Hong et al, 2006) Visitors are satisfied with the services provided by Sharia hotel After staying at the Sharia hotel, what do you say? Tell your friends, relatives and colleagues about Sharia hotel I feel satisfied with everything that Sharia hotel has to offer I feel comfortable staying at the Sharia hotel because I am able to fulfill the applicable terms and conditions…”

Section: Satisfactionmentioning

confidence: 99%

A modeling of repurchase intention in Sharia hotels: An integrated model of price, location, religiosity, trust, and satisfaction

Febriandika,

Millatina

2023

Int. j. adv. appl. sci.

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In the tourism sector, there is a growing interest in Sharia Tourism or Halal Tourism, which appeals to Muslim travelers. The halal industry presents a promising business opportunity, especially in Indonesia, where the majority of the population is Muslim. As the country with the highest number of Muslims globally, Indonesia significantly contributes to halal tourism's growth. The prevalence of biased views toward hotels has encouraged industry stakeholders to innovate and adopt concepts that align with societal values and norms. This research focuses on identifying factors that influence customers' decisions to return to Sharia-compliant hotels. The study, which is quantitative in nature, involved distributing an online questionnaire to 247 participants who have stayed in Islamic hotels. It employs structural equation modeling (SEM) to analyze the data. Key variables include price, location, religiosity, and trust as independent factors, with satisfaction serving as a mediator. Findings indicate a positive correlation between the variables of price, location, religiosity, trust, and both satisfaction and the intention to repurchase. Satisfaction emerged as the most significant factor in encouraging customers to return, with trust playing a crucial role in enhancing satisfaction.

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“…Quality of course it must be in accordance with what is promised to consumers (Tannady et al, 2022) Quality service according to (Kotler & Keller, 2016) is an assessment related level perceived service _ consumers with levels promised service _ provider service . Meanwhile (Tjiptono et al, 2022) defines quality service as a measure Good or not level services provided _ producer meets expectations or not consumer . So that staff are in context This research is an assessment from consumer automotive related level perceived service level _ _ service promised by the manufacturer automotive that .…”

Section: Introductionmentioning

confidence: 99%

Factor Analysis of Increasing Customer Loyalty in The Automotive Industry

Wahyuni,

SD,

Fitriana

2023

SLJIL

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This study aims to analyze the factors that influence loyalty in the automotive industry. The population of this study are car owners who live in Jabotabek . Using two types of questionnaires, namely the screening questionnaire and the main questionnaire consisting of 27 indicators. Probability sampling was used in determining the sample so that 135 samples were obtained which were dominated by Toyota and Honda brand users with the MVP segment. Factor analysis was carried out using the SEM (structural equation model) method with Smart PLS software and tested the validity, Cronbach's Alpha reliability test and goodness of fit to test the structural model. The results showed that among the 3 variables, namely brand image, product and staff, only brand image proved to have a positive and significant effect on loyalty (50.1%), while the product and staff variables had no significant effect. With the results of this study, it is hoped that ATPM can maintain the loyalty of their customers by continuing to improve their brand image by paying attention to 7 indicators, namely reliable, advanced, challenging, creative, sophisticated, luxury and sustainable.

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Analyzing the Use of Social Media Communication Strategies in Indonesia and Malaysia: Insights and Implications

Cited by 5 publications

References 28 publications

The Maxim Application's Customer Satisfaction Level and the Impact of Service Quality and Costs

The Maxim Application's Customer Satisfaction Level and the Impact of Service Quality and Costs

A modeling of repurchase intention in Sharia hotels: An integrated model of price, location, religiosity, trust, and satisfaction

Factor Analysis of Increasing Customer Loyalty in The Automotive Industry

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