A Structural Model of Service Quality, Perceived Value, Satisfaction, and Customer Loyalty in the Hotel Industry: A Case Study of Tarakan City, Indonesia

Marso,; Gunawan, Sri

doi:10.2991/icoi-19.2019.101

Cited by 3 publications

(1 citation statement)

References 14 publications

(17 reference statements)

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“…Customers are more likely to use a product or service in a particular brand and become loyal to that brand if the customer is satisfied with what that brand has to offer. Research conducted by Marso & Gunawan (2019) states that there is a positive and significant link between customer satisfaction and loyalty, which means that the more satisfied the customer is, the greater the likelihood that the customer will be loyal, such as making repeat purchases or recommending it to others. Furthermore, research conducted by Priyo et al (2019) stated that customer satisfaction has a positively significant link to customer loyalty in the hotel industry.…”

Section: Discussionmentioning

confidence: 99%

The Effect of Perceived Value and Satisfaction on Repeat Purchase

Hidayati¹,

Kountur²,

Suwanda³

2020

J. Mgt. Mkt. Review

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Objective – This study set out to examine the effect of perceived value and satisfaction on repeat purchase. Training service companies are competing by encouraging their managers to increase repeat purchase. Methodology/Technique – Data from a survey of 300 customers of public training are used to scientifically verify the model. Path analysis is used to process the data. Findings – Results show that perceived value and satisfaction have indirect effect on repeat purchase through the mediating role of service quality. Satisfaction and perceived value are important predictors in enhancing service quality, but do not directly affect repeat purchase. Surprisingly, the direct effect on repeat purchases stems from service quality while recent researches suggest satisfaction is the antecedent. The findings suggest that training service companies should exert all efforts to improve service quality through service delivery training for their employees. Novelty - Most of the literature considers purchase as an attitudinal (namely purchase intention), while this study focuses on behavioural (namely repeat purchase) that consider to be more actual and impactful for companies’ sustainability. Type of Paper: Empirical. JEL Classification: M3, M31. Keywords: Path Analysis, Perceived Value, Repeat Purchase, Satisfaction, Service Quality Reference to this paper should be made as follows: Hidayati, A; Kountur, R; Suwanda, S.T. (2020). The Effect of Perceived Value and Satisfaction on Repeat Purchase, J. Mgt. Mkt. Review, 5(4) 197 – 205. https://doi.org/10.35609/jmmr.2020.5.4(1)

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Section: Discussionmentioning

confidence: 99%

The Effect of Perceived Value and Satisfaction on Repeat Purchase

Hidayati¹,

Kountur²,

Suwanda³

2020

J. Mgt. Mkt. Review

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The structural relationship among professional baseball team’s corporate social responsibility, team image and equity of professional baseball team’s mother company

Kim¹,

Lee²,

Seyun³

2019

Korean J Sport Sci

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Purpose The purpose of this study was to identify the relationship among the social responsibility (economic responsibility, community cultural activity and social contribution activity), the image of the club, and the assets (image, reliability, attitude and loyalty) of the mother company. Methods The objectives of this research were the home fan in “2018 Shinhan Bank My Car KBO League.” A survey was conducted for 350 home fans of SK Wyverns who gathered in Incheon SK Happiness Dream Baseball Ground to watch the games of SK Wyverns vs. Samsung Lions held from April 6 (Fri.) to April 8 (Sun.). Data processing was done with PASW Ver. 18.0 and AMOS 18.0. Results Firstly, among the sub-factors of social responsibility, economic responsibility, community cultural activity and consumer protection had significant influence on the team image. Secondly, the team image had meaningful influence on the mother company image. Thirdly, the mother company image had significant influence on the mother company trust, mother company attitude and mother company loyalty. Fourthly, the mother company trust had significant influence on the mother company loyalty. Fifthly, the mother company attitude had significant influence on the mother company loyalty. Conclusions The mother companies of professional baseball clubs, too, will have to seek various ways for joint working with professional baseball clubs while actively supporting the activities of the professional baseball clubs being aware that professional baseball clubs give positive effect to the mother companies.

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Developing Self-Regulating Actors in the Pre-Digital Organization

Saputra

Hindriari

2021

J. Mgt. Mkt. Review

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Objective - Developing self-regulated actors in digital transformation of pre-digital organization is a critical and strategic issue. This article aims to examine and explain the historical development of self-regulated actors from an organizational behaviour perspective. By testing the impact of digital skill individually, digital leadership as group factor, and digital culture and digital mindset as organizational factors on self-regulating actor development, this article will gain insightful understanding in leading digital transformation. Methodology/Technique - This article is based on a cross-sectional study which involved 321 permanent staff or employees of the leading state-owned company in the Indonesian pharmaceutical industry. The collected data is structured and analysis with SmartPLS version 3. 0 as PLS-SEM application. Findings - The analysis results explain that self-regulating actors are influenced by digital skills, digital leadership, and digital culture directly, but are influenced by digital mindset indirectly. Digital mindset of top management teams will impact on self-regulated actor development, if it is directed to strengthen digital culture, then digital culture will impact on digital skills. Novelty - Digital culture impacts self-regulating actor development more directly than digital mind set of top management team in the pre-digital organization. By impacting digital culture, digital mindset of top management will impact self-regulating actor development. Type of Paper: Empirical. JEL Classification: L16, M14. Keywords: Corporate Culture; Self-Regulated; Leadership; Digital Competence Reference to this paper should be made as follows: Saputra, N; Hindriari, R. (2021). Developing Self-Regulating Actors in the Pre-Digital Organization, Journal of Management and Marketing Review, 6(1) 44 – 55. https://doi.org/10.35609/jmmr.2021.6.1(5)

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A Structural Model of Service Quality, Perceived Value, Satisfaction, and Customer Loyalty in the Hotel Industry: A Case Study of Tarakan City, Indonesia

Cited by 3 publications

References 14 publications

The Effect of Perceived Value and Satisfaction on Repeat Purchase

The Effect of Perceived Value and Satisfaction on Repeat Purchase

The structural relationship among professional baseball team’s corporate social responsibility, team image and equity of professional baseball team’s mother company

Developing Self-Regulating Actors in the Pre-Digital Organization

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