Influence of Service Quality, Product Quality, Price, Brand Image, and Promotion to Consumer Satisfaction Affecting on Consumer Loyalty (Online Shop)

Delima, Ade; Ashary, Hajar Mareti; Usman, Osly

doi:10.2139/ssrn.3308707

Cited by 13 publications

(19 citation statements)

References 2 publications

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“…Dalam lingkungan yang kompetitif, berinvestasi dalam kepuasan pelanggan adalah cara menciptakan keuntungan yang berkelanjutan. Banyak hal dapat mempengaruhi kepuasan konsumen, seperti kualitas layanan, kualitas produk, harga, citra merek, dan promosi yang terbukti berpengaruh positif terhadap kepuasan konsumen dalam jangka panjang (Delima, Ashary, & Usman, 2019). Pada penelitian lainnya, Rimawan, Mustofa, & Mulyanto (2017) menemukan bahwa kualitas produk, kualitas layanan, dan kepercayaan tidak berpengaruh terhadap kepuasan konsumen.…”

Section: Latar Belakangunclassified

“…Apabila perusahaan melakukan peningkatan kualitas produk, maka perusahaan tersebut dapat memuaskan konsumennya dan mampu meningkatkan jumlah konsumen. Penelitian terdahlu menunjukkan bahwa kualitas produk berpengaruh positif dan signifikan terhadap kepuasan konsumen dan loyalitas konsumen (Delima et al, 2019). Dari uraian tersebut, maka hipotesis kedua (H2) dirumuskan sebagai berikut: H2: Kualitas Produk berpengaruh positif terhadap kepuasan konsumen.…”

Section: Pengaruh Kualitas Produk Terhadap Kepuasan Konsumenunclassified

“…Tanpa promosi, konsumen tidak mengenal keberadaan produk atau mereka kurang peduli mengenai keberadaan dan manfaat produk. Sejumlah riset menunjukkan bahwa promosi berpengaruh positif dan signifikan terhadap kepuasan konsumen dan loyalitas konsumen (Delima et al, 2019). Dari uraian tersebut, rumusan hipotesis ketiga (H3) dinyatakan sebagai berikut: H3: Promosi berpengaruh positif terhadap kepuasan konsumen.…”

Section: Pengaruh Promosi Terhadap Kepuasan Konsumenunclassified

“…Selain itu, Burger King merupakan restoran cepat saji yang brandnya cukup dikenal, sehingga banyak di antara mereka yang tidak asing lagi mendengar merek Burger King. Hasil penelitian ini bertolak belakang dengan beberapa penelitian tentang pengaruh promosi terhadap penjualan (Delima et al, 2019;Ishaq, Bhutta, Hamayun, Danish, & Hussain, 2014;Rimawan et al, 2017). Tingkat harga normal yang berpengaruh terhadap kepuasan konsumen Burger King di Yogyakarta menunjukkan bahwa semakin wajar harga yang ditetapkan pada produk akan meningkatkan kepuasan pelanggan atas kewajaran harga tersebut.…”

Section: Tabel 7 Hasil Uji Hipotesis Pada Gender Laki-lakiunclassified

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Pengaruh Kualitas Layanan, Kualitas Produk, Promosi, dan Harga Normal terhadap Kepuasan dan Loyalitas Konsumen

Woen

Santoso

2021

JMP

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In many marketing activities, including fast-food, customer satisfaction is an important factor for the success of a business and has the possibility to influence customer loyalty in the future. The purpose of this study is to determine the effect of service quality, product quality, promotion, and fairness of prices on customer satisfaction and customer loyalty at Burger King outlets in Yogyakarta. The research will also use gender and education level as moderation variables. By using survey methods on 377 respondents and by testing the structural model using AMOS (Analysis of Moment Structure) software version 24, the results of the study show that service quality has a significant and positive effect on customer satisfaction, product quality has a significant and positive effect on customer satisfaction, promotion does not significantly influence customer satisfaction, fairness price has a significant and positive effect on customer satisfaction, and customer satisfaction has a significant and positive effect on customer loyalty. The results also show that gender and education levels moderate the relationship between variables in the research model.

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Section: Latar Belakangunclassified

Section: Pengaruh Kualitas Produk Terhadap Kepuasan Konsumenunclassified

Section: Pengaruh Promosi Terhadap Kepuasan Konsumenunclassified

Section: Tabel 7 Hasil Uji Hipotesis Pada Gender Laki-lakiunclassified

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Pengaruh Kualitas Layanan, Kualitas Produk, Promosi, dan Harga Normal terhadap Kepuasan dan Loyalitas Konsumen

Woen

Santoso

2021

JMP

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“…Furthermore, there were many differing opinions on the concept of quality, for instance, but not limited either in productive sectors or financial institutions. Krisnanto & Novianti, (2019) and Delima et al (2019) defined 'quality' as a standard of how just the level of service is presented and able to satisfy customer prediction. Moreover, all interested in academics, researchers and professionals concentrated on auditing, essentially the quality of audit as a result of the collapse of international companies and the lack of confidence of the beneficiaries in truth and fairness of financial statements.…”

Section: Audit Qualitymentioning

confidence: 99%

Effect of Audit Committee characteristics on Audit Quality: A Critical Literature Review

Sharhan

Bora

2020

JAREAS

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Purpose: The aim of the paper is to present a critical literature review of the impact of audit committee characteristics (ACCs) on audit quality and to identify any research gaps in the field of audit quality. The aim is also to establish, if any, research gaps in the area of audit quality and to recommend any for potential research. Approach/Methodology/Design: The methodology of this study is a review of literature on audit committee characteristics and audit quality. A number of research articles were analyzed. Findings: The results of this review of literature revealed that audit committee size, audit committee meeting, and audit committee financial expertise have main effects on the audit quality in the public and private sectors. Practical Implications: This review article gives an opportunity to auditors, management of audit offices and other stakeholders to better understand the pillars of audit quality, factors, and framework to reinforce the quality of the financial statements. This literature review contributes to better understanding of the role of the audit committee in financial statements. It provides researchers in the field with insights and new perspectives. Originality/value: The paper identifies certain gaps and highlights the effect of effective audit committee on regulating and improving the finance department of any institution. The study also contributes to the operating organization of knowledge on the audit quality, dimensions of audit quality, and governing frameworks. It emphasizes the audit committee’s effectiveness and also presents an opportunity to both researchers and the finance sector for potential future research.

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What Really Drives Loyalty in the Fast-Moving Consumer Goods Market?

Morkūnas

2023

IIM Kozhikode Society & Management Review

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This article seeks to determine the real drivers of customer loyalty in the fast-moving consumer goods (FMCG) market. The study uses beer consumers in Lithuania as an empirical base for the research. A combination of qualitative (experiment) and quantitative (cross-sectional study and partial least squares structural equation modelling) research techniques are applied. The results reveal that loyalty in the FMCG market is driven by purchase frequency, promotion, price and perceived quality via moderating variables such as brand trust and brand satisfaction. Moreover, they demonstrate that consumers mostly do not recognize their favourite product among similar products; therefore, taste properties or other physical attributes of some FMCG products do not significantly contribute to the formation of brand loyalty. JEL classification: M31, M39

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Influence of Service Quality, Product Quality, Price, Brand Image, and Promotion to Consumer Satisfaction Affecting on Consumer Loyalty (Online Shop)

Cited by 13 publications

References 2 publications

Pengaruh Kualitas Layanan, Kualitas Produk, Promosi, dan Harga Normal terhadap Kepuasan dan Loyalitas Konsumen

Pengaruh Kualitas Layanan, Kualitas Produk, Promosi, dan Harga Normal terhadap Kepuasan dan Loyalitas Konsumen

Effect of Audit Committee characteristics on Audit Quality: A Critical Literature Review

What Really Drives Loyalty in the Fast-Moving Consumer Goods Market?

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