Effect of Customer Value and Experiential Marketing to Customer Loyalty with Customer Satisfaction as Intervening Variable (Case Study on Gojek Makassar Consumers) (original) (raw)
Related papers
2020
The diversity of transportation means today requires people to be more selective in choosing a means of transportation that can meet their needs and provide many benefits in their use. This is the reason that transportation service companies are competing to attract customers to choose the means of transportation they offer by providing services that are more satisfying than competitors. The urgency of the research is that Siantar Ekspress customers are still not satisfied with the services of PT. Kereta Api Indonesia (Persero) Medan and determine the factors that cause it. The research method uses path analysis. The results showed that experiential marketing (feel and think) has a positive and significant effect on satisfaction, while relate has a negative and insignificant effect on customer satisfaction of Siantar Ekspress PT. KAI (Persero) Medan. Satisfaction, feel, and relate have a positive and significant effect on customer loyalty Siantar Ekspress PT. KAI (Persero) Medan, while Think has no positive and insignificant effect on customer loyalty of Siantar Ekspress PT. KAI (Persero) Medan. Satisfaction mediates in full mediation the influence of feel and thinks on customer loyalty Siantar Ekspress PT. KAI (Persero) Medan. While satisfaction does not mediate the effect of relate to customer loyalty Siantar Ekspress PT. KAI (Persero) Medan.
International Journal of Advanced Scientific Research, 2017
The need for transportation services increases due to the heavy traffic in Jakarta. Efficient transport services to congestion in Jakarta, motorcycle taxi services online such as GO-JEK. This triggers every transportation company to increase customer value and good service quality to get customer satisfaction in the field of transportation services. This study aims to describe customer value and service quality to customer satisfaction with descriptive statistic analysis. The study was conducted to 110 GO-JEK consumers in Jakarta. The sampling technique used was accidental sampling with analysis tools SPPS 22. The results show that customer value and service quality give impact to GO-JEK customer satisfaction in Jakarta.
Determination of Consumer Loyalty Through Customer Satisfaction
Dinasti International Journal of Economics, Finance & Accounting, 2020
Customer satisfaction causes customers to be loyal so that the company can maintain a sustainable competitive advantage. This study aims to determine the impact of brand image, price perception, perceived value on consumer loyalty through customer satisfaction at Rayhan Toko Muslim in the city of Padang. The research method used is associative, with descriptive and verification data disclosure. The population is the consumer of Rayhan Toko Muslim in the city of Padang. Data collection through a survey of 203 respondents. The analysis technique used is path analysis. The results showed that: brand image, perceived price, perceived value, and customer satisfaction had a significant effect on consumer loyalty. All of them have an influence in a positive direction, except for the price perception variable. The management of Rayhan Toko Muslim, pay attention to things that can increase customer loyalty, so that business continuity can be maintained.
There have been numerous local and foreign scholars conducting survey researches on various trades in view of the relationship among service quality, customer satisfaction and customer loyalty. However, there are few researchers viewing experiential marketing as the experimental subjects in shopping mall researches. This research aims to explore the relationship among experiential marketing, service quality, customer satisfaction and customer loyalty for various shopping malls located on Tainan. The sample matrices in this research are the subjects of The International Journal of Organizational Innovation 353 shopping malls like Careerfour, RT-mart, Geant and others located on Tainan. There are totally 4 types of customers operated with the analyzing tools like convenient sampling, demographic variables, factor analysis, reliability analysis, T-tests, multiple regression analysis. There are totally 600 questionnaires delivered with 496 valid and 104 invalid replies received. Valid replies are rated at 82.67﹪.
https://www.ijrrjournal.com/IJRR\_Vol.9\_Issue.8\_Aug2022/IJRR-Abstract44.html, 2022
There are two types of BPJamsostek participation: Non-Wage Recipient Participants (PBPU) and Wage Recipient Participants (PPU). The participation turnover of non-wage recipient participants at BPJamsostek Medan City is higher than that of wage recipient participants. Meanwhile, BPJamsostek focuses on the participation of non-wage recipient participants because they do not have a forum that addresses their needs, in contrast to wage recipient participants. There are indications that the cause of the high participation rate of non-wage recipient participants is due to the lack of services received by participants, especially since BPJamsostek is implementing electronic services. This study aims to see how Electronic Service Quality (E-Servqual) and perceived value influence customer loyalty through customer satisfaction as a mediation variable for participants in BPJamsostek Medan City Branch. The research method is descriptivequantitative with a path analysis approach to answering the research hypothesis. The study's results indicate that perceived value affects customer loyalty either directly or indirectly through customer satisfaction as a moderating variable. Meanwhile, e-service does not affect customer loyalty directly or indirectly through customer satisfaction as a moderating variable.
Antecedents of Online Ojek Customer Loyalty (Case Study of Student Customers Go-Jek Medan)
Journal of Management and Business, 2019
This research is conducted to determine the level of customer loyalty influenced by the antecedents of customer satisfaction, the reasonableness of the price and quality of service, either directly or through customer satisfaction Go-Ride students in Medan. The unit of analysis of this study was individuals, namely female students from universities in Medan who had used Go-Ride. The method of determining the sample used purposive sampling method. Of the 298 data collected, 290 data were used as research samples and processed using the Lisrel 8.72 program. This research tests the quality of services with service quality indicators ofa mass transport from the European Committee for Standardization which has never been used for motorcycle taxis. This study found that there is direct effect of antecedents of customer loyalty such as customer satisfaction and fairness of significant prices on Go-Ride student loyalty in Medan, while service quality has a significant indirect effect on Go-Ride student loyalty in Medan. This research has implications for a business start-up that must pay attention to the antecedents of loyalty, including customer satisfaction, fairness of price, and quality of service, and competitiveness will determine the sustainability of a start-up business because customers with businesses and businesses with businesses have mutually related relationships influence.
The Role of Customer Satisfaction in a Relation of Experiential Marketing and Customer Loyalty
Advances in Social Sciences Research Journal, 2016
The) purpose) of) the) research) is) to) know) if) there) is) any) influence) from) the) element) of) experiential) marketing) to) the) customer's) satisfaction) and) the) influence) of) customer's) satisfaction)in)their)loyalty.)200)students)collage)involve)in)this)research)as)respondent.) Hypothesis) testing) used) is) path) analysis.) The) result) of) the) research) shows) that) customer) satisfaction) has) no) role) in) the) relation) of) experiential) marketing) and) costumer)loyalty.)
https://www.ijrrjournal.com/IJRR\_Vol.9\_Issue.8\_Aug2022/IJRR-Abstract27.html, 2022
Indonesia's social security system implementation has entered a new stage. Since the implementation of Law No. 40 of 2004 about the National Social Security System and Law No. 24 of 2011 regarding the Social Security Administering Body or “BPJS,” the social security system has also been implemented on a national scale. Social security implementation may rely heavily on customer experience and word of mouth. Participants in BPJamsostek will get personal experience using BPJamsostek services. Satisfaction influences whether or not participants will stay loyal to participants at their productive age and even recommend them to others. Experience determines whether or not participants will remain loyal to them and even recommend them to others. This research intends to examine the impact of customer experience and electronic word-of-mouth on participants' loyalty at the BPJamsostek branch in Medan City, Indonesia, using customer value as an intervening variable. Accidental sampling is used for sampling. The population of this research consisted of claimants for JHT under the age of retirement, with a total of 100 respondents. Using the SmartPLS 3.0 application, PLS-SEM was used for data analysis. The findings indicate that customer experience has a significant and positive impact on customer loyalty. Customer loyalty is positively and significantly affected by electronic word of mouth. Customer value has a significantly positive influence on customer loyalty. Customer experience has a significantly positive impact on customer value. Customer value is positively and significantly affected by electronic word of mouth. Customer value may mediate the link between customer experience and customer loyalty, as well as electronic word of mouth's effect on customer loyalty.
Research Objectives (1) to analyze the direct effect of market orientation, service quality and service orientation on customer satisfaction. 2) To analyze the direct effect of market orientation, service quality and service orientation on customer loyalty. 3). To analyze the direct effect of customer satisfaction on customer loyalty. 4) To analyze the effect of market orientation, service quality and service orientation. to loyalty through customer satisfaction. The object of research is the company PT. Rapid Tirta Sejatra in Makassar City. The study used a quantitative approach by using primary data through 177 questionnaires which were distributed to respondents and then analyzed using the SPSS V. 25 and Amos v 25 programs. The study was conducted from October 2020 to February 2021. The results showed that market orientation and service quality had a positive and significant effect on customer satisfaction and loyalty. Service orientation has a positive and insignificant effect on customer satisfaction and loyalty
International Journal of Research, 2019
The development of sharia Muslim fashion trends continues to increase from year to year. The number of sharia clothing business that emerged tightened competition in attracting customers.The need to apply the right business strategy for Khadijah Store Medan to be able to grow and compete with its competitors. Khadijah Store Medan offers the best quality products to compete with other competitors. In 2018 until mid-2019 there was a decrease in sales at Khadijah Store Medan. Many factors affect sales at the Khadijah Store Medan including the customer value provided by the Khadijah Store Medan and the customer satisfaction felt by the Khadijah Store Medan customers. This study aims to determine: 1) the effect of customer value on customer loyalty, 2) the effect of customer satisfaction on customer loyalty, 3) the influence of customer value on customer satisfaction, 4) the influence of customer value on customer loyalty through customer satisfaction as an intervening variable on the Kh...