Pengaruh Perceived Service Quality, Perceived Value dan Customer Satisfaction Terhadap Customer Loyalty pada Pelanggan KFC di Jakarta

Theresia, Theresia; Briliana, Vita

doi:10.55601/jwem.v11i1.750

Cited by 2 publications

(2 citation statements)

References 5 publications

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“…Seperti yang dilakukan produsen berupaya selalu menginformasikan, mengedukasi dan mengingatkan pentingnya mengkonsumsi vitamin C saat penyembuhan pascasakit, meningkatkan kekebalan tubuh di masa pandemic dan sebagainya. (Theresia and Briliana 2021;Thielemann, Ottenbacher, and Harrington 2018). Asumsi satisfaction tergantung pada kinerja yang dirasakan produk dalam memberikan nilai relatif terhadap harapan pembeli.…”

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Anteseden Repurchase Intention: Studi Empiris Pada Konsumen Vitamin C Saat Pandemi Covid-19 Di Jakarta

Briliana,

Fialim

2023

JBA

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This study aims to examine and analyze how the influence of Brand Trust, Perceived Value and Halal Concern on Brand Preference and Satisfaction and their consequences on Repurchase Intention of consumers of vitamin C products in Jakarta. This research design uses descriptive and causal research by measuring all variables using a Likert scale consisting of 5 points. The sampling technique used was the purposive sampling method which was carried out by distributing questionnaires to 281 respondents. Statistics for data processing with the Structural Equation Model (SEM) analysis method used in this study are SmartPLS version 3.0 and IBM SPSS. The results of this study explain that Brand Trust, Perceived Value and Halal Concern affect Brand Preference and Satisfaction. It was identified that Halal Concern had the most influence on Brand Preference and Satisfaction. Meanwhile, Brand Preference has a higher impact than Satisfaction on Repurchase Intention on vitamin C consumers in Jakarta. The implication of this research is vitamin C producers should register their products to get halal certificate to increase their sales.

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“…Temuan Hipotesis 8 bahwa satisfaction mempengaruhi purchase intention, hal ini didukung oleh temuan penelitian sebelumnya (Theresia and Briliana 2021;Ebrahim et al 2016). Kepuasan terhadap suatu merek inilah biasanya terjadi pada langkah penilaian alternatif pelanggan pengambilan keputusan.…”

Section: Gambar 2 Structural Modelunclassified

Anteseden Repurchase Intention: Studi Empiris Pada Konsumen Vitamin C Saat Pandemi Covid-19 Di Jakarta

Briliana,

Fialim

2023

JBA

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The Effect of Product Quality and Price Fairness through Customer Loyalty on Local Skincare in Indonesia

Saputra

Lanardi

Virginia

2023

J. Mgt. Mkt. Review

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Objective - This study discusses the emergence of various local skincare companies that manufacture high-quality products at a fair price and have successfully attracted customer loyalty through their customer engagement. This paper aims to identify the effect of Product Quality and Price Fairness on Customer Loyalty and Customer Engagement as intervening variables in local skincare products. Methodology/Technique - This study used quantitative methods. The data collection technique is questionnaires distributed to 171 skincare users. All the data is processed with Path Analysis using double-multiple linear regression SPSS. Findings – The results are that Product Quality and Price Fairness have a significant effect on Customer Engagement and Customer Loyalty, Product Quality does not have a significant effect on Customer Loyalty, and Product Quality has a significant effect on Customer Loyalty through Customer Engagement. In contrast, Price Fairness does not significantly affect Customer Loyalty through Customer Engagement. Novelty - This research novelty is filling the gap of previous research by combining the direct effects of Product Quality and Price Fairness from several studies focusing on Customer Engagement as mediation to Customer Loyalty. Type of Paper: Empirical JEL Classification: F44; M20; M30. Keywords: Customer Engagement; Customer Loyalty; Price Fairness; Product Quality; Skincare. Reference to this paper should be made as follows: Saputra, D; Lanardi, S; Virginia, V. (2023). The Effect of Product Quality and Price Fairness through Customer Loyalty on Local Skincare in Indonesia, J. Mgt. Mkt. Review, 8(1), 37 – 44. https://doi.org/10.35609/jmmr.2023.8.1(5)

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Pengaruh Perceived Service Quality, Perceived Value dan Customer Satisfaction Terhadap Customer Loyalty pada Pelanggan KFC di Jakarta

Cited by 2 publications

References 5 publications

Anteseden Repurchase Intention: Studi Empiris Pada Konsumen Vitamin C Saat Pandemi Covid-19 Di Jakarta

Anteseden Repurchase Intention: Studi Empiris Pada Konsumen Vitamin C Saat Pandemi Covid-19 Di Jakarta

The Effect of Product Quality and Price Fairness through Customer Loyalty on Local Skincare in Indonesia

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