The Effect of E-Service Quality and Brand Image Toward Netflix Customer Loyalty through Customer Satisfaction

Kurniati, Haura; Prabumenang, Agung Kresnamurti Rivai; Aditya, Shandy

doi:10.31002/rn.v5i1.4321

Cited by 3 publications

(4 citation statements)

References 14 publications

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“…Koefisien variabel X 2 sebesar 0,234, artinya apabila brand image meningkat, maka customer satisfaction meningkat sebesar 0,223. Hasil penelitian didukung penelitian sebelumnya oleh Kurniati et al (2021)…”

Section: One-sample Kolmogorov-smirnovunclassified

“…memiliki citra yang positif maka brand tersebut menjadi lebih mudah diingat oleh konsumen dan tentunya dapat mempengaruhi keputusan pembelian konsumen. Pernyataan tersebut didukung penelitian Rasmiati dan Yasa (2019);Kurniati et al (2021); Diputra dan Yasa (2021); Herliza dan Saputri (2016); Putri dan Yasa (2020); Alfiani dan Rachmawati (2020); Dam danDam (2021), mendapatkan hasil penelitian bahwa brand image berpengaruh positif dan signifikan terhadap customer satisfaction. H₂: Brand image berpengaruh positif dan signifikan terhadap customer satisfaction Sebelum melakukan pembelian, konsumen tentu mempertimbangkan harga atas suatu produk atau jasa yang akan mereka beli.…”

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Pengaruh Experiential Marketing, Brand Image, Price Perception Terhadap Customer Satisfaction Pada Konsumen Starbucks Reserve Dewata

Sari¹,

Respati²,

Yasa³

2023

EEB

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The development of culinary industry in Indonesia is getting promising. One of business that focuses on selling beverages is a coffee shop. Coffee shop is a place that offers beverage with variety of coffees. Starbucks Reserve Dewata is a new innovation from Starbucks which was inaugurated in 2019 and became the largest Starbucks Outlet in Southesast Asia. It is intended for people who understad coffee and interest to try a deeper experience on enjoying coffee. This study aims to examine and explain the effect of experiential marketing, brand image, and price perception on customer satisfaction at Starbucks Reserve Dewata consumers. This research was conducted in Denpasar city with 150 respondents using Google forms questionnaire. Determination of the sample using a non-probability sampling model with purposive sampling technique. The data analyzed using multiple linear regression. The results of this research indicate that all hypotheses are accepted. Experiential marketing has a significant and positive effect on customer satisfaction. Brand image has a significant and positive effect on customer satisfaction. Price perception has a significant and positive effect on customer satisfaction

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Section: One-sample Kolmogorov-smirnovunclassified

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Pengaruh Experiential Marketing, Brand Image, Price Perception Terhadap Customer Satisfaction Pada Konsumen Starbucks Reserve Dewata

Sari¹,

Respati²,

Yasa³

2023

EEB

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“…Berdasarkan hasil penelitian dari Darmawan, (2021); Pragunadi et al, (2018); Syahada, (2018); Muhammad & Huzairy, (2021); Natalia & Ginting, (2018) memiliki persamaan dari kelimanya ialah hasil menunjukkan bahwa variabel kualitas produk memiliki pengaruh positif dan signifikan terhadap loyalitas konsumen. Namun, terdapat perbedaan pada penelitian Kurniati et al, (2021) yang menghasilkan pengaruh tidak signifikan terhadap loyalitas konsumen. Meskipun didapati salah satu penelitian yang tidak signifikan, jika dilihat secara keseluruhan menunjukkan kecenderungan memiliki pengaruh positif signifikan.…”

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Pengaruh Brand Image dan Kualitas Produk terhadap Loyalitas Konsumen melalui Kepuasan Konsumen pada Layanan Video Streaming Digital Viu

Syah

Prihatini

Pinem

2022

J. Ilmu Admin. Bis.

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Video on demand (SVOD) subscription services are increasingly in demand as flexible entertainment. Competition for SVOD entertainment services in Indonesia is enlivened by various service provider products that continue to emerge. One of the SVOD services that is always in the Top 5 market leader in Indonesia is Viu. Viu once occupied the top position of SVOD in Indonesia, but in recent years has continued to decline in ranking. In order to occupy the top position of SVOD in Indonesia, a company marketing strategy is needed by paying attention to consumer behavior to recognize and understand the nature of consumers so that Viu services are in demand and users can be loyal. The author conducted this study with the aim of knowing the effect of brand image and product quality on consumer loyalty through consumer satisfaction. The population in this study are consumers who currently/have subscribed to the Viu digital video streaming service in Semarang with a total sample of 100 respondents. The data used are primary and secondary data, namely questionnaires, the results of calculations with the SPSS application, and literature studies of previous thesis research. This research is an explanatory research, with sampling using a non-probability sampling approach and purposive sampling technique. Data collection using an online google form questionnaire. The analysis used quantitative and qualitative analysis with analysis of validity, reliability, correlation coefficient, coefficient of determination, simple regression, t test, and path analysis. The data analysis technique used is a linear regression analysis technique using the SPSS version 26 application. The results of the path analysis test state that brand image has a significant positive effect on consumer loyalty. Product quality has a significant positive effect on consumer loyalty. Brand image has a significant positive influence on consumer loyalty through customer satisfaction. Product quality has a significant positive effect on consumer loyalty. Consumer satisfaction has a significant positive effect on consumer loyalty. Consumer satisfaction is able to act as a partial mediation between brand image and product quality on consumer loyalty.Layanan subscription video on demand (SVOD) semakin banyak diminati sebagai hiburan fleksibel. Persaingan layanan hiburan SVOD di Indonesia diramaikan dengan berbagai produk penyedia layanan yang terus bermunculan. Salah satu layanan SVOD yang selalu berada di Top 5 market leader Indoensia adalah Viu. Viu pernah menduduki posisi puncak SVOD Indonesia, namun beberapa tahun terkahir terus mengalami penurunan peringkat. Demi menduduki posisi puncak lagi, perlu strategi pemasaran perusahaan dengan memperhatikan perilaku konsumen untuk mengenal dan memahami sifat konsumen, sehingga layanan Viu laris dan penggunanya dapat loyal. Penulis melakukan penelitian ini dengan tujuan untuk mengetahui pengaruh brand image dan kualitas produk terhadap loyalitas konsumen melalui kepuasan konsumen. Populasi dalam penelitian ini adalah konsumen yang sedang/pernah berlangganan layanan video streaming digital Viu di Semarang dengan jumlah sampel sebanyak 100 responden. Data yang digunakan adalah data primer dan sekunder yaitu kuesioner, hasil perhitungan dengan aplikasi SPSS, dan studi pustaka penelitian skripsi terdahulu. Penelitian ini adalah explanatory research, dengan pengambilan sampel menggunakan pendekatan non-probability sampling dan teknik purposive sampling. Pengumpulan data meggunakan kueioner google form online. Analisis yang digunakan analisis kuantitatif dan kualitatif dengan analisis validitas, reliabilitas, koefisien korelasi, koefisien determinasi, regresi sederhana, uji t, dan analisis jalur. Teknik analisis data yang digunakan adalah Teknik analisis regresi linear dengan menggunakan aplikasi SPSS versi 26. Hasil uji analisis jalur menyatakan bahwa Brand image memiliki pengaruh positif signifikan terhadap loyalitas konsumen. Kualitas produk memiliki pengaruh positif signifikan terhadap loyalitas konsumen. Brand image memiliki perngaruh positif signifikan terhadap loyalitas konsumen melalui kepuasan konsumen. Kualitas produk memiliki pengaruh positif signifikan terhadap loyalitas konsumen. Kepuasan konsumen memiliki pengaruh positif signifikan terhadap loyalitas konsumen. Kepuasan konsumen mampu berperan sebagai mediasi parsial antara brand image dan kualitas produk terhadap loyalitas konsumen.

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“…Customer satisfaction can occur when customers receive high quality service. Thus, to achieve customer satisfaction, companies must provide products or services of the best quality (Kurniatia, et al, 2021).…”

Section: Satisfactionmentioning

confidence: 99%

Determining Factors of E-Wallet Use Behavioral Intention: Application and Extension of The UTAUT Model

Mulyati,

Elsandra,

Alfian

2023

JEFMS

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Technological developments are changing society's transaction patterns, both individual and corporate. Technology also has an important role with the emergence of new innovations in the financial sector which periodically replace the role of cash as a transaction tool with digital financial transactions. Digital financial transactions are increasingly in demand in the financial sector and have high potential to replace cash and become the most effective way to complete transactions quickly. Currently, the use of e-wallets based on non-cash transactions is growing due to the ease and practicality of transactions (starting from simple, time efficient, lots of promos offered, no need to go to the bank, and safe) offered by digital wallet service providers. This research aims to look at determining factors of e-wallet use behavioral intention: application and extension of the UTAUT model. The objects of this research were e-wallet service users in the city of Padang with a sample of 210 people. The sampling technique uses a nonprobability sampling method with a purposive sampling technique. The independent variables in this research are effort expectancy, perceived enjoyment, performance expectancy, then the dependent variable behavioral intention and the mediating variable satisfaction. The analysis method used is Partial Least Square (PLS). The research results found that effort expectancy has a positive and significant effect on behavioral intention. Performance expectancy Negative has no significant effect on behavioral intention. Effort expectancy has a positive and significant effect on satisfaction. Perceived enjoyment has a positive and significant effect on satisfaction. Performance expectancy Positive has no significant effect on satisfaction. Satisfaction has a positive and significant effect on behavioral intention. Perceived enjoyment has a positive and significant effect on effort expectancy. Perceived enjoyment has a positive and significant effect on performance expectancy. Effort expectancy has a positive and significant effect on behavioral intention with satisfaction as an intervening variable. Performance expectancy Positive has no significant effect on behavioral intention with satisfaction as an intervening variable

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The Effect of E-Service Quality and Brand Image Toward Netflix Customer Loyalty through Customer Satisfaction

Cited by 3 publications

References 14 publications

Pengaruh Experiential Marketing, Brand Image, Price Perception Terhadap Customer Satisfaction Pada Konsumen Starbucks Reserve Dewata

Pengaruh Experiential Marketing, Brand Image, Price Perception Terhadap Customer Satisfaction Pada Konsumen Starbucks Reserve Dewata

Pengaruh Brand Image dan Kualitas Produk terhadap Loyalitas Konsumen melalui Kepuasan Konsumen pada Layanan Video Streaming Digital Viu

Determining Factors of E-Wallet Use Behavioral Intention: Application and Extension of The UTAUT Model

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