This study investigates Loyalty Model of Private University Student by using STIKOM London School of Public Relation as a study case. This study examined the model from service quality, college image, price, trust and satisfaction perspective. Thus, the objective of this study is to examine and analyze the effect of service quality, college image, tuition fee, trust and satisfaction towards students' loyalty; the effect of service quality, college image, price and satisfaction towards trust; and the effect of service quality, college image and price towards satisfaction. This study used survey methodology with causal design. The samples of the study are 320 college students. The gathering of data is conducted by using questionnaire in likert scale. The analysis of the data used a Structural Equation Model (SEM) approach. The implication of this study is portraying a full contextual description of loyalty model in private university by giving an integrated and innovated contribution to Student Loyalty Model in private university..

This empirical study aims to identify the effects of different factors influencing on customer satisfaction, such as perceived quality or perceived value in a case study in chemical industry. Understanding the effects of such variables helps us manage customers properly, balancing between perceived quality and perceived value. The research design is a quantitative method and employs Structural Equation Method (SEM) to ensure the correlation between constructs. The method results confirm that perceived value contributes a stronger influence on customer satisfaction than perceived quality does. Chemical market tends to put perceived value as a priority as long as the product quality meets the standard parameter. Perceived quality is reflected more by service while there is less point of differentiation on tangible product. The paper may limit the generalization of the findings, hence the replication in other industries are encouraged.

Industries have been emphasizing customer loyalty to ensure business sustainability. A lot of constructs influence customer loyalty, and this paper focuses on perceived value, social bond, and switching cost. What is actually behind customer’s retention with the firms becomes exciting topics to be explored since firms will employ the best strategy to retain customers, either through offering superior value, investing in a relationship, or in setting up switching costs. This study is designed to develop integrative constructs of customer loyalty and investigates their antecedents using the literature review method. Perceived value tends to be evaluated from an economic benefit perspective since this paper refers to some business practices in chemical industries that concern cost. Purposely, to achieve this economic value, both firms and customers need to work closely, transparently, and cooperatively since the beginning; hence, it needs an interpersonal relationship between parties. With more transferred information from the customer and more transparent communication, firms will be able to identify the customer’s need and deliver tailored superior value. This literature review finds that excellent value and the social bond become financial and relational switching costs for the customer. By understanding antecedents of loyalty, a firm can develop a social bond, superior value, and set up switching costs to create loyalty and build a sustainable business relationship.

Objective – The purpose of this study is to investigate which factors have a stronger influence on final purchase decisions from the perspective of the chemical market. The factors under consideration are customer satisfaction, commitment and cost fluctuations. Methodology/Technique – By understanding the factors that influence purchase decisions, a chemical company or other industrial company can place greater focus on the factors that will improve or enhance customer loyalty. The research design is a conclusive-descriptive and quantitative method. Findings & Novelty – The results of the analysis confirm that customer commitment and satisfaction have a stronger influence on customer loyalty, compared to fluctuating costs. Satisfaction does not have a direct influence on loyalty, except where commitment is used as a mediator. Type of Paper: Empirical Keywords: Satisfaction; Commitment; Switching Cost; Loyalty; B2B Relationship. Reference to this paper should be made as follows: Samudro, A.; Sumarwan, U.; Simanjuntak, M.; Yusuf, E. Z. 2019. How Commitment, Satisfaction, and Cost Fluctuations Influence Customer Loyalty, J. Mgt. Mkt. Review 4 (2): 115 – 125 https://doi.org/10.35609/jmmr.2019.4.2(3) JEL Classification: M10, M12, M19, M30.

Objective – The purpose of this study is to identify which factor has a stronger influence on customer satisfaction: perceived value or brand association. By understanding the influencer, the seller understands what policies and implications should be addressed to maintain and even enhance customer loyalty. Methodology/Technique – This empirical study uses a quantitative method and employs a PLS program to ensure a correlation between the constructs. Findings – The study concludes that brand association is a crucial determinant factor in customer satisfaction. Brand associations influence satisfaction relatively more than perceived value does. From the customer perspective, brand associations are affected more by salesman personality than brand image. Type of Paper: Empirical Keywords: Brand Association; Brand Image; Perceived Value; Salesman Personality; Satisfaction. Reference to this paper should be made as follows: Susanti, V; Sumarwan, U; Simanjuntak, M; Yusuf, E.Z. 2019. How to Manage Customer Satisfaction through Brand Association and Perceived Value Strategy, J. Mgt. Mkt. Review 4(3) 184 – 193 https://doi.org/10.35609/jmmr.2019.4.3(3) JEL Classification: M30, M31, M39.