The role of service quality and marketing mix on customer satisfaction and repurchase intention of SMEs products

Jasin, Mochammad; Firmansyah, Arif

doi:10.5267/j.uscm.2022.9.004

Cited by 17 publications

(20 citation statements)

References 12 publications

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“…Moving on to service quality, a critical determinant of customer satisfaction in Islamic banks, a wealth of research by Ahmed et al (2020), Biswas et al (2023), Chatterjee et al (2023), Jasin and Firmansyah (2023), Kim et al (2023), Mir et al (2023), Ong et al (2023), and Yalcinkaya and Just (2023) accentuates its paramount importance. Post-merger, service quality in Islamic banks typically results in heightened customer satisfaction, with good service quality positively impacting customer loyalty, while service failures can lead to switching behaviour (Zhao et al, 2022(Zhao et al, , 2023.…”

Section: Literature Reviewmentioning

confidence: 99%

Switching Behavior of Banks' Customers: Does It Exist?

Utami,

Arif,

Habbe

et al. 2024

Hasanuddin Econ. Bus. Rev.

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Ideally, Indonesia with the largest Muslim population in the world is able to optimize its potential to become the prominent global player in Islamic finance industry. Unexpectedly, Indonesia is ranked at 9th position of global Islamic banking market. Despite the strong support from both government and society, it is ironic that the market share of Islamic bank in Indonesia has just reached 7.09% in 2022, far below its conventional counterpart, in its three decades of age. Employing descriptive quantitative approach, this study examines the presence of switching behavior of society in Indonesia by addressing why the impact of switching behavior has small impact on the market share improvement in the context of Indonesia. A total of 128 respondents were filling the questionnaire based on purposive random sampling fulfilling the criteria of being customer of both Islamic and conventional bank as well as currently working.

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Section: Literature Reviewmentioning

confidence: 99%

Switching Behavior of Banks' Customers: Does It Exist?

Utami,

Arif,

Habbe

et al. 2024

Hasanuddin Econ. Bus. Rev.

View full text Add to dashboard Cite

show abstract

“…When the performance of the goods or services consumed is under consumer expectations, the consumer will feel satisfied. Contrary, if a consumer feels that the goods or services consumed are not in line with expectations, he/she will feel dissatisfied (Chen et al, 2017;Jasin & Firmansyah, 2023;McAlexander et al, 2003). Westbrook and Oliver (1991) highlight that satisfaction is an evaluative assessment that varies "along a hedonic continuum from dissatisfied to pleasant."…”

Section: Literature Reviewmentioning

confidence: 99%

Factors affecting adventure tourist satisfaction: Evidence from Indonesia

Nasution

Pohan

Nasution

et al. 2023

Innovative Marketing

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Adventure tourism has received significant attention recently because it offers unique sensations. Managers of adventure tourism objects need to understand the determinants of satisfaction in adventure tourism. This study aims to examine the effect of intrinsic motivation and flow theory on extreme and non-extreme adventure tourists’ satisfaction in Indonesia. This study uses a quantitative approach. The sample includes 405 tourists engaged in adventure tourism activities (extreme adventure tourism activities – 200 respondents, and non-extreme adventure tourism activities – 205 respondents). Structural Equation Modeling-Partial Least Square (SEM-PLS) was used to analyze the data. The results show that autonomy and competence influence flow experience (p-value &lt; 0.05). This applies to extreme adventure and non-extreme adventure tourism. Furthermore, flow experience has a positive effect on adventure tourist satisfaction. In the context of extreme adventure tourism, autonomy does not affect the satisfaction of extreme adventure tourists (path coefficients = 0.025 and p-value = 0.761). In the context of non-extreme adventure tourism, competence does not affect the satisfaction of non-extreme adventure tourists (path coefficients = –0.036 and p-value = 0.682). This study recommends that managers of non-extreme tourism spots add challenging aspects to tour packages because they are believed to increase tourist satisfaction.

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“…Researchers have shown a strong correlation between customer satisfaction, perceived value, and repurchase intention in the dynamic SME market, where transactions are often bolstered by individualized contacts (Widodo et al, 2022;Jasin & Firmansyah, 2023). It is clear from empirical research that SMEs stand to gain a great deal by understanding and successfully addressing factors including perceived benefits, service quality, and overall customer experience that influence the intention to repurchase.…”

Section: Repurchase Intentionmentioning

confidence: 99%

Grains of Trust: Nurturing Repurchase Intentions With Expertise and Likeability in Rice Sales

Gusriandi

2023

JEMS

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This study examines the influence of salesperson likeability and expertise on repurchase intention within the framework of small and medium-sized enterprises (SMEs). In the highly competitive SME market, likeability—which goes beyond basic customer service to encompass qualities like relatability and empathy—has become a critical differentiation. Repurchase intention, which denotes consumer happiness and loyalty, is essential to the profitability and expansion of SMEs. The purpose of the study is to ascertain how salesperson expertise and likeability relate to repurchase intention. Using an online survey questionnaire, a sample of Padang, West Sumatera, clients of Beras Charissa is used in this quantitative study. The findings show that likeability and expertise both significantly influence the intention to repurchase. The study emphasizes how crucial likeability-based emotional ties and personal ties are in shaping consumer attitudes and actions. Furthermore, a salesperson’s expertise gives clients confidence, which improves trust and the customer experience. Although skill is still important, the article makes the case that improving a salesperson’s likeability through training that emphasizes customer engagement can boost client loyalty and promote repeat purchase.

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The role of service quality and marketing mix on customer satisfaction and repurchase intention of SMEs products

Cited by 17 publications

References 12 publications

Switching Behavior of Banks' Customers: Does It Exist?

Switching Behavior of Banks' Customers: Does It Exist?

Factors affecting adventure tourist satisfaction: Evidence from Indonesia

Grains of Trust: Nurturing Repurchase Intentions With Expertise and Likeability in Rice Sales

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