Impact of Service Quality, Price, and Brand on Loyalty with the mediation of Customer Satisfaction on Pos Ekspres in East Java

Dimyati, Mohamad; Subagio, Nasib

doi:10.5901/mjss.2016.v7n4p74

Cited by 28 publications

(44 citation statements)

References 17 publications

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“…Therefore, most companies nowadays face the issue of attracting customers and maintaining their loyalty to survive and to develop (Khalifa & Shen, 2005). Several studies have shown that loyalty is influenced by satisfaction (Asadpoor & Abolfazli, 2017;Kao & Lin, 2016;Yen & Lu, 2008), customer perceived value and trust (Zehir & Narcıkara, 2016), e-service quality (Carlson & O'Cass, 2010;Chang, Lee, & Lai, 2012) and prices (Subagio, 2016). Thus, it can be said that the perception of service quality has a positive effect on satisfaction (Sultan, 2012) and attractive price offers can create customer satisfaction and loyalty (Subagio, 2016).…”

Section: Introductionmentioning

confidence: 99%

E-Service Quality and Price to Build Online Transportation Loyalty in Indonesia

Hendrayati

Askolani

Achyarsyah

et al. 2020

J. Mgt. Mkt. Review

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Objective - The development of the online transportation industry has led to increasing competition. In Indonesia, Gojek and Grab are competitors in their industry. Each company strives to maintain the loyalty and satisfaction of its customers by setting up procedures such as e-service quality programs and pricing policies. Under these programs, consumers have different levels of satisfaction and loyalty for each type of online vehicle. This study aims to measure the influence of e-service quality and price to build loyalty through customer satisfaction Gojek and Grab. Methodology/Technique - The type of the study is verification. An explanatory survey with simple random sampling technique is used. The sample includes 200 respondents from both online transportation operator's customers. The data of this study employs a path analysis with SPSS 25.0 and AMOS. Findings - The results show that there is a positive influence between e-service quality and price to build loyalty through each Gojek and Grab customers' satisfaction. Thus, we can say that Gojek and Grab consumers are quite satisfied with the quality and price so they pay with loyalty. Novelty – Good management in service companies will serve customers with great satisfaction, thus affirming the rightness of consumer loyalty to the company. Therefore, prices will be appropriate in addition to quality electronic services. This is because the relationship between the two can produce positive impacts such as consumer loyalty with mediation through satisfaction. Our study has several contributions, including adding insight into e-service studies, price, customers' satisfaction, and loyalty, especially in the online transportation industry. Type of Paper - Empirical Keywords: E-Service Quality, Price, Loyalty, Customer Satisfaction, Online Transportation. JEL Classification: M20, M21.

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Section: Introductionmentioning

confidence: 99%

E-Service Quality and Price to Build Online Transportation Loyalty in Indonesia

Hendrayati

Askolani

Achyarsyah

et al. 2020

J. Mgt. Mkt. Review

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“…Price of a certain product or service will affect the manufacturer's profit. In the customer's mindset, price is the total value of benefit given to the customer (Dimyati, 2016). The indicators from this study are affordability, the suitability of the price with the quality of the products, price competitiveness, and the suitability of the price of the benefit.…”

Section: Pricementioning

confidence: 99%

Factor Analysis On Customer Satisfaction At Bella Vita Hotel

Wongge

2020

Primanomics : Jurnal Ekonomi & Bisnis

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Tourism industry in Indonesia is growing rapidly every year. This requires Bella Vita Hotel to maintain and develop the company to increase sales, maintain customer loyalty, and attract more customers by increasing customer satisfaction. The researcher uses service quality, price, facility, and customer satisfaction as the reference variables for this study. The purpose of this study is to analyze the factors that influence the level of customer satisfaction at Bella Vita Hotel. The population of this study is 152 people, taken from the average data of customers that stayed at Bella Vita Hotel from May-July 2019. Therefore, the number of samples obtained through the calculation using the Slovin Formula is 61 people. The researcher collected the primary data by distributing questionnaires to 61 customers of Bella Vita Hotel, and the sample is selected using Simple Random Sampling and processed using SPSS 22. Exploratory Factor Analysis is the technique of data analysis used in this study. The result of this study are 7 new variables with each operational item inside, namely: Personal Experience, Benefit, Company Image, Employee Capabilities, Customer Oriented, Feedback, and Price.

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“…Penelitian Dimyati (2016) yang berjudul Impact of Service Quality, Price, and Brand on Loyalty with the mediation of Customer Satisfaction on Pos Ekspres in East Java menunjukkan kepuasan konsumen mampu memediasi secara signifikan antara kualitas pelayanan terhadap loyalitas konsumen sehingga dari hasil ini konsumen berpandangan bahwa semakin tinggi kualitas pelayanan yang diberikan maka akan semakin tinggi pula kepuasan konsumen sehingga akan membentuk loyalitas konsumen.Mengacu pada teori pertukaran sosial bahwa seseorang akan membalas perlakuan orang lain termasuk perusahaan terhadap dirinya seperti apa yang perusahaan perlakukan /berikan kepadanya. Nasabah yang merasakan kepuasan dari pelayanan yang diberikan oleh bank, maka nasabah tersebut akan membalas perilaku bank tersebut dengan menunjukan loyalitas seperti pembelian ulang, merekomendasikan kepada orang lain dan berkata positif mengenai bank tersebut.…”

Section: Pengaruh Citra Terhadap Loyalitas Nasabah Melalui Kepuasan Nasabah Sebagai Variabel Mediasiunclassified

Strategi Bank Dalam Mencapai Loyalitas Nasabah Melalui Pengaruh Citra, Kualitas Pelayanan Dan Kepuasan Nasabah (Studi Pada Bank Bri Cabangpurwokerto)

Hidayat¹,

Suroso²,

Banani³

2019

JEBA

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Penelitian ini bertujuan untuk mengetahui pengaruh citra dan kualitas pelayanan, terhadap loyalitas konsumen melalui kepuasan konsumen sebagai variabel intervening. Penelitian ini dilakukan di Bank BRI Cabang Purwokerto. Responden dalam penelitian ini adalah nasabah Bank BRI Cabang Purwokerto. Dengan menggunakan teknik pengambilan sampel yang disebut random sampling, jumlah responden dalam penelitian ini adalah 144 orang. Penelitian ini menggunakan Structural Equation Model (SEM). SEM merupakan kombinasi antara analisis faktor dan regresi berganda. Proses permodelan SEM mensyaratkan adanya ukuran sampel, normalitas tidak adanya outliers serta tidak ada masalah dalam multikolinearity dan singularity.Hasil penelitian menunjukkan bahwa kualitas pelayanan berpengaruh signifikan terhadap loyalitas konsumen melalui kepuasan konsumen dan citra berpengaruh signifikan terhadap loyalitas konsumen melalui kepuasan konsumen. Simpulan dari penelitian ini terbukti bahwa kepuasan konsumen memiliki peran sebagai variabel intervening antara citra dan kualitas pelayanan terhadap loyalitas konsumen. Disarankan untuk memperluas ruang lingkup penelitian tidak hanya pada satu jenis perbankan tetapi mencakup perbankan lainnya. Dan untuk manajemen Bank BRI Cabang Purwokerto sebaiknya melakukan mempertahankan citra dan meningkatkan kualitas pelayanan.

show abstract

Impact of Service Quality, Price, and Brand on Loyalty with the mediation of Customer Satisfaction on Pos Ekspres in East Java

Cited by 28 publications

References 17 publications

E-Service Quality and Price to Build Online Transportation Loyalty in Indonesia

E-Service Quality and Price to Build Online Transportation Loyalty in Indonesia

Factor Analysis On Customer Satisfaction At Bella Vita Hotel

Strategi Bank Dalam Mencapai Loyalitas Nasabah Melalui Pengaruh Citra, Kualitas Pelayanan Dan Kepuasan Nasabah (Studi Pada Bank Bri Cabangpurwokerto)

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