Effect of Service Quality and Price Perception on Corporate Image, Customer Satisfaction and Customer Loyalty among Mobile Telecommunication Services Provider

Hermawan, Bambang; Basalamah, Salim; Djamereng, Asdar; Plyriadi, Annas

doi:10.21013/jmss.v8.n1.p7

Cited by 13 publications

(19 citation statements)

References 4 publications

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“…In this case, the company's image is important for every company because it is an overall impression that is formed in the minds of the public about the company. Huang (2016) has proven that company image has a positive and significant effect on customer satisfaction, as well as other researchers, have proven that there is a significant influence between the corporate image on customer satisfaction (Ashraf et al, 2018;Dachyar & Siva, 2016;Hermawan et al, 2017;Nguyen et al, 2018), and have an impact on increasing customer loyalty (Ashraf et al, 2018;Dachyar & Siva, 2016;Huang, 2016;Sari, 2018;Xhema et al, 2018). While the findings by Variano (2017) that Brand Image has no significant effect partially on Brand Loyalty.…”

Section: Introductionmentioning

confidence: 92%

“…In addition, in a study conducted by Marcos and Coelho (2017) that there is a positive and significant direct effect between service quality on customer loyalty in the insurance industry in Portugal. Whereas, other researchers found the opposite that service quality had no significant effect on customer or customer loyalty (Basir et al, 2015;Hermawan et al, 2017;Kishada & Wahab, 2015;Mandung et al, 2018;Sitorus & Yustisia, 2018).…”

Section: Introductionmentioning

confidence: 96%

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The Mediating Role of Satisfaction: Life Insurance Customers’ Perspective (Service Quality, Trust and Image Toward Loyalty)

Fachmi

Modding

Kamase

et al. 2020

IJMMU

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Purpose: The purpose of this study is to analyze whether service quality, trust, and corporate image directly influence customer satisfaction and loyalty. Besides, it also examines the indirect effect on loyalty through customer satisfaction.Design/Methodology/Approach: The sample is customers who have made insurance claims, with 206 people to be respondent, from PT. Prudential Life Assurance, PT. AXA Mandiri, PT. AIA Financial, and PT. Bumiputera Life Insurance. Data were analyzed using SEM-AMOS analysis techniques.Findings: The results of this study indicate that service quality, trust, and corporate image directly have a positive and significant effect on customer satisfaction. Finding also shows that service quality and trust, directly have a positive but not significant impact on customer loyalty. In contrast, company image and satisfaction directly have a positive and significant effect on customer loyalty. The role of customer satisfaction as a mediating variable shows that service quality, trust, and corporate image indirectly have a positive and significant effect on customer loyalty.Implications/Originality/Value: So it is concluded that service quality, trust and a higher corporate image will be able to provide higher loyalty if customer satisfaction as an intervening variable also increases. That is, if life insurance customers are less satisfied with service quality, trust, and company image, it is difficult to realize high customer loyalty.

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Section: Introductionmentioning

confidence: 92%

Section: Introductionmentioning

confidence: 96%

The Mediating Role of Satisfaction: Life Insurance Customers’ Perspective (Service Quality, Trust and Image Toward Loyalty)

Fachmi

Modding

Kamase

et al. 2020

IJMMU

View full text Add to dashboard Cite

show abstract

“…Previous previous research by Annas Plyriadi (2013), Ren-Fang Chao, et al (2015), Dudung Juhana, et al (2015) and Bambang Hermawan, et al (2017) also found that service quality variables had a positive and significant effect on customer satisfaction. H1: Quality of service has a positive and significant effect on patient satisfaction at hospitals in Makassar City.…”

Section: Relationship Between Service Quality and Patient Satisfactionmentioning

confidence: 73%

“…As for the relationship between service quality and customer satisfaction, many previous studies such as the one conducted by Annas Plyriadi (2013), Untung Setito Purwanto, Raihan (2017), Bambang Hermawan, et al (2017) found that service quality had a positive effect. and significant to satisfaction.…”

Section: Introductionmentioning

confidence: 99%

The Effect of Quality of Service, Image, and Business Ethics on Satisfaction and Loyality of Patients in Hospitals in Makassar City

Azhari

Modding²,

Labbase³

et al. 2020

IJMP

Self Cite

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Research related to the Effect of Service Quality, Image, and Business Ethics on Patient Satisfaction and Loyalty at Hospitals in Makassar City. This research was conducted which aims to: (1) test and analyze the effect of service quality, image, business ethics on patient satisfaction, (2) test and analyze the effect of service quality, image, business ethics on patient loyalty, (3) test and analyze the effect satisfaction with patient loyalty, (4) test and analyze the indirect effect of service quality, image, and business ethics on patient loyalty through mediating patient satisfaction. This study uses primary data through distributing questionnaires to a total of 203 inpatients as samples from the total number of patients in 2018 totaling 69.337, data collection was carried out from December 2019 to January 2020. Data were analyzed using Structural Equation Modeling (SEM) analysis with program assistance AMOS and SPSS. The results showed that (1) service quality, image, and business ethics had a positive and significant direct effect on patient satisfaction, (2) service quality, image, and business ethics had a positive and significant direct effect on patient loyalty, (3) satisfaction has a positive and not significant direct effect on patient loyalty, (4) an indirect relationship of service quality, image, and business ethics, through mediation satisfaction has a positive and not significant effect on patient loyalty. This means that the provision of good quality services, the application of the hospital's image, and the application of ethical behavior will have a direct role in patient satisfaction and loyalty. Patient satisfaction does not significantly affect patient loyalty due to the existence of a system of tiered referral system which makes it impossible for patients to directly choose the hospital, except in an emergency. Quality of service, image, and business ethics through satisfaction has a positive and not significant effect on patient loyalty. This shows that patient satisfaction is not able to mediate to have a significant influence on patient loyalty.

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“…Penelitian menurut (Hermawan, Basalamah, Djamereng, & Plyriadi, 2017) menyatakan bahwa persepsi harga berpengaruh positif dan signifikan terhadap kepuasan pelanggan serta (Widyasari, Soliha, Wuryan, & Damayanti, 2018) menyatakan citra merek dan kepuasan secara parsial berpengaruh positif dan signifikan terhadap loyalitas pelanggan.…”

Section: Daftar Operator Telepon Seluler DI Indonesiaunclassified

Analisis Pengaruh Brand Image ,Service Quality Dan Price Terhadap Customer Satisfaction

Juliana¹

2019

EJMUNUD

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Telkomsel is the largest cellular telecommunications operator in Indonesia. This study aims to analyze how the influence between brand image, service quality and price on customer satisfaction. This research was conducted on Telkomsel operator customers at Karawaci Lippo Village. Total population of all customers using Telkomsel operators in Karawaci Lippo Village. Samples taken using non probability sampling method with purposive sampling technique. Data was obtained by distributing questionnaires to 100 respondents who were distributed directly. The data analysis technique used is using multiple regression analysis. The results obtained show that the brand image independent variable has a positive effect on the dependent variable customer satisfaction free service quality variable has a positive effect on the dependent variable customer satisfaction and the independent variable price has a positive effect on customer satisfaction Keywords: brand image,, service quality, price, customer satisfaction

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Effect of Service Quality and Price Perception on Corporate Image, Customer Satisfaction and Customer Loyalty among Mobile Telecommunication Services Provider

Abstract: ABSTRACT

Cited by 13 publications

References 4 publications

The Mediating Role of Satisfaction: Life Insurance Customers’ Perspective (Service Quality, Trust and Image Toward Loyalty)

The Mediating Role of Satisfaction: Life Insurance Customers’ Perspective (Service Quality, Trust and Image Toward Loyalty)

The Effect of Quality of Service, Image, and Business Ethics on Satisfaction and Loyality of Patients in Hospitals in Makassar City

Analisis Pengaruh Brand Image ,Service Quality Dan Price Terhadap Customer Satisfaction

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