Pengaruh Kualitas Pelayanan, Kualitas Produk, Dan Inovasi Produk Terhadap Kepuasan Untuk Meningkatkan Loyalitas Pelanggan

Fauzi, Muhammad Ryan; Mandala, Kastawan

doi:10.24843/ejmunud.2019.v08.i11.p18

Cited by 9 publications

(10 citation statements)

References 3 publications

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“…Nafisa & Sukresna (2018) also showed that there is a positive influence between customer satisfaction and customer loyalty. Then, Fauzi & Mandala (2019), Seesaiprai (2016), and YuSheng & Ibrahim (2019) also showed that customer satisfaction has a positive and significant influence on customer loyalty. Izogo & Ogba (2014) further explained that in order to gain customer loyalty to the car repair service industry, the company needs to improve customer satisfaction through improving the quality of service provided.…”

Section: The Effect Of Customer Satisfaction On Customer Loyaltymentioning

confidence: 98%

Service Innnovation, Service Delivery System, and Customers’ Satisfactory’s Correlation with Official Honda’s Dealer’s Customers’ Loyalty

Jati

Nuryakin

Handayani

2022

ISS

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Background: Consumers will be more picky in choosing services and products as a result of the tight competition and the decline in consumer spending power caused by the Covid-19 pandemic factor. Consumers will opt for high-quality services or products at reasonable costs, as well as the greatest service and promotions that can entice them. As a result, organizations must carefully assess the four areas in order to meet consumer expectations. Aim: This study aims to examine the effect of service innovation, service delivery system, and customer satisfaction on customer loyalty at Honda authorized dealers. Method: This study uses a quantitative research approach to investigate the relationship between service innovation, service delivery systems, customer satisfaction, and customer loyalty. To achieve the research objectives, data were collected from respondents, namely consumers of authorized Honda dealers in Bantul Regency. Using structural equation modeling, and after a series of exploratory and confirmatory factors were analyzed, the authors tested an integrated model of the relationship between service innovation, service delivery systems, customer satisfaction, and customer loyalty. Findings: The results of this study indicate that service innovation has a significant effect on service delivery systems, service innovations have a significant effect on customer satisfaction, service delivery systems have a significant effect on customer satisfaction, service innovations have an insignificant effect on customer loyalty, service delivery systems have an insignificant effect on customer loyalty, and customer satisfaction has a significant effect on customer loyalty.

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Section: The Effect Of Customer Satisfaction On Customer Loyaltymentioning

confidence: 98%

Service Innnovation, Service Delivery System, and Customers’ Satisfactory’s Correlation with Official Honda’s Dealer’s Customers’ Loyalty

Jati

Nuryakin

Handayani

2022

ISS

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“…Demikian halnya dengan hasil penelitian lain yang dilakukan oleh Fauzi & Mandala tentang pengaruh kualitas pelayanan, kualitas produk, dan inovasi produk terhadap kepuasan untuk meningkatkan loyalitas pelanggan di Denpasar. Hasil penelitian tersebut menunjukkan kualitas pelayanan berpengaruh pada kepuasan pelanggan (Fauzi & Mandala, 2019).…”

Section: B Pengaruh Kualitas Layanan Terhadap Kepuasan Konsumenunclassified

Pengaruh Harga, Kualitas Layanan Dan Program Promosi Terhadap Keputusan Pembelian Berkelanjutan

Chasanah¹,

Fauzan²

2021

jrm

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This study examined the effect of price, service quality and promotion on sustainablepurchasing decisions. The sample used was 60 respondents with the criteria ofrespondents who used Mamochi products in Yogyakarta. The data was collected usingnon probability sampling method with purposive sampling technique. The results of thevalidity test with the Pearson correlation criteria> 0.254 (r table), showed that all indicatorswere valid, as well as the reliability test with Cronbach's alpha> 0.6. The results of themediation test show that consumer satisfaction mediates the effect of price on repurchasedecisions, while the quality of service and promotion programs have an effect onrepurchase decisions not mediated by customer satisfaction. As for partial testing of pricevariables, service quality has an effect on satisfaction, while promotion has no effect.Likewise, the variables of price, promotion and customer satisfaction have an effect on repurchasedecisions, while service quality has no effect on re-purchase decisions. For thesimultaneous test results, price variables, service quality and promotion have an effect oncustomer satisfaction.

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“…Fauzi Muhammad & Mandala (2019) states that Relative advantage is the characteristic form of an old product against a new product that has been replaced to achieve the potential success of a product. To achieve consistency in product innovation, companies need to devote their time, resources, and efforts to the innovation.…”

Section: ) Relative Advantagementioning

confidence: 99%

“…To answer this question, the aspect of customer satisfaction must still be considered, to achieve convenience, companies still maintain and need to give their time, resources, and efforts to achieve the success of smartphone companies (Panigrahi et al, 2021). The significant effect of relative advantage on user technology acceptance has been reported by previous studies including (Panigrahi et al, 2021), andFauzi Muhammad &Mandala (2019), and (Dachi, 2020).…”

Section: ) Relative Advantagementioning

confidence: 99%

Product Innovation on Customer Satisfaction and Brand Loyalty of Smartphone Users

Winarti

Sarkum

Halim

2021

JABA

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This study investigates the effect of product innovation attributes (Relative advantage, Complexity, Compatibility, Trialability, and observability) on customer satisfaction and loyalty with experience as a moderator between customer satisfaction and brand loyalty. This study uses quantitative methods, using the help of SPSS 23, and uses a path analysis approach to determine the relationship between variables. Based on a sample of 100 people living in the Labuhan Batu Regency area, it was found that Relative advantage, Complexity, Compatibility, Trialability, and Observability had a positive effect on customer satisfaction. These results also found that the product innovation attribute was a major predictor of customer satisfaction. The results of the study reveal that loyal customers use smartphone services in accordance with and consistent with the given perceptions. In addition, the research results illustrate that customer satisfaction has a significant effect on brand loyalty. Furthermore, this study also found that experience significantly moderates customer satisfaction and brand loyalty. As a practical implication in good market competition, companies need to understand the needs of customers and provide added value to customers by providing innovative products. Innovation in a product can increase customer satisfaction and make customers commit to a brand. managers need to understand customer needs by creating value accordingly. This study is the first to investigate the relationship between product innovation attributes, customer satisfaction and experience as a moderator. Future research is expected to analyze the role of experience as an independent variable in influencing customer satisfaction and brand loyalty.

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Pengaruh Kualitas Pelayanan, Kualitas Produk, Dan Inovasi Produk Terhadap Kepuasan Untuk Meningkatkan Loyalitas Pelanggan

Cited by 9 publications

References 3 publications

Service Innnovation, Service Delivery System, and Customers’ Satisfactory’s Correlation with Official Honda’s Dealer’s Customers’ Loyalty

Service Innnovation, Service Delivery System, and Customers’ Satisfactory’s Correlation with Official Honda’s Dealer’s Customers’ Loyalty

Pengaruh Harga, Kualitas Layanan Dan Program Promosi Terhadap Keputusan Pembelian Berkelanjutan

Product Innovation on Customer Satisfaction and Brand Loyalty of Smartphone Users

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