Effect of Customer Value and Experiential Marketing to Customer Loyalty with Customer Satisfaction as Intervening Variable (Case Study on Gojek Makassar Consumers)

Abadi, Rahmat Riwayat; Nursyamsi, Idayanti; Syamsuddin, Andi Reni

doi:10.12695/ajtm.2020.13.1.6

Cited by 36 publications

(46 citation statements)

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“…This ISSN: 2581-3358 Available online at Journals.aijr.in Investigating the Determinants of App-based Land Transportation User Loyalty in Jakarta Using PLS-SEM Framework supports the research conducted by Widjaja, Astuti, & Manan (2019) which states that there is an influence between the attitudes of satisfied users on Gojek user loyalty as an application-based mode of transportation in Indonesia. This result is also in line with research Abadi, Nursyamsi, & Syamsuddin (2020) which explains that satisfied users will be loyal.…”

Section: Discussionsupporting

confidence: 90%

Investigating the Determinants of App-based Land Transportation User Loyalty in Jakarta Using PLS-SEM Framework

2021

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This study aims to investigate user loyalty factors using application-based land transportation in Jakarta. The methodology in this study uses a quantitative approach and a questionnaire is used as an instrument to collect data. With an unknown population, this study used 301 samples of application-based land transportation users. The statistical method used to analyze the hypotheses in this study is Partial Least Square - Structural Equation Modeling (PLS-SEM) with WARP-PLS. Based on the results of statistical tests, it was found that 6 hypotheses were accepted, and 5 hypotheses were rejected. The result of this study explains that ease of using the application affects the loyalty in using application-based transportation. Meanwhile, loyalty is not influenced by application display, service responsiveness in applications, service adjustment, service guarantee and user attitudes. This research further explains that the ease of using the application, application display, service adjustment, and service guarantee affect the user's attitude. On the other hand, service responsiveness does not affect attitude towards using. As novelty, the use of the loyalty framework in this study uses the use attitude as a mediator of main factors in service quality for application-based transportation in urban areas. As a managerial implication, it is interesting that the results of this study explain that loyalty in the use of application-based transportation is not automatically formed from a positive attitude towards using. The adjustment of services provided on the application because of competition in the application-based transportation industry must be able to meet user expectations which tend to change according to the offers provided by service providers.

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Section: Discussionsupporting

confidence: 90%

Investigating the Determinants of App-based Land Transportation User Loyalty in Jakarta Using PLS-SEM Framework

2021

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“…Furthermore, the analysis assures that CRM has a positive significant indirect impact on Customer satisfaction and customer loyalty through CPV thus CPV mediates the relationship between CRM and its alleged outcomes of satisfaction and loyalty. This aligns with Alrawadieh, et al, (2019); Kim and Tang, (2020);Abadi, et al, (2020) who explain that value conscious customers constitute a segment that is attracted to value-based purchases. Thus the impact of CPV plays an important role in customer satisfaction and loyalty.…”

Section: Discussionsupporting

confidence: 83%

“…As such hotels or other service providers try to associate a package of advantages or benefits that they present to customer with the needs and expectations of the customer in order to succeed in attracting the customer and in gaining their satisfaction and loyalty. Value consciousness has a great impact on customers' satisfaction and can detect customer's loyalty (Abadi, et al, 2020).…”

Section: Customer Perceived Value (Cpv)mentioning

confidence: 99%

The Impact of CRM on Customer Satisfaction and Customer Loyalty: Mediation Effect of Customer Perceived Value (Evidence from Hospitality Industry)

Sheikh

Halim

Hamdy

et al. 2020

مجلة جامعة الإسکندریة للعلوم الإداریة

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“…Properly implemented, customer service can be a significant feature of the firm leading to differentiation, a strategic practice, involving staff who are trained to provide high quality end results to customers (Hapsari et al, 2017). Strategy is designed so that employees not only help to attract new consumers, but are also able to build existing customer relationships, in order to sustain and develop loyalty and excellent customer experiences (Abadi et al, 2020;Wei and Nair, 2006). At the other end of the continuum for the SME, there is also the issue of costs.…”

Section: Smes Competitive Strategy and Practicementioning

confidence: 99%

Competitive Strategy as Practice: Obtaining Differential Advantage in the SME

Ardley¹,

Naikar²

2021

OJBM

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Effect of Customer Value and Experiential Marketing to Customer Loyalty with Customer Satisfaction as Intervening Variable (Case Study on Gojek Makassar Consumers)

Cited by 36 publications

References 0 publications

Investigating the Determinants of App-based Land Transportation User Loyalty in Jakarta Using PLS-SEM Framework

Investigating the Determinants of App-based Land Transportation User Loyalty in Jakarta Using PLS-SEM Framework

The Impact of CRM on Customer Satisfaction and Customer Loyalty: Mediation Effect of Customer Perceived Value (Evidence from Hospitality Industry)

Competitive Strategy as Practice: Obtaining Differential Advantage in the SME

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