Pengaruh Perceived Value, Brand Image Terhadap Customer Loyalty Melalui Customer Engagement Sebagai Variabel Mediasi (Studi Pada Pelangan Indihome Pt. Telkom Manado)

Abstract

The study aims to analyze the effect of Perceived Value and Brand Image on Customer Loyalty with Customer Engagement as a Mediation Variable for Indihome Customers at PT. Telkom Manado. The population of this research were Indihome customers in Manado. Sampling was carried out based on Isaac Michael's table of 267 respondents. The research data were analyzed using PLS SEM (Partial Least Square - Structural Equation Modeling) with SmartPLS 3.0 software. The results showed that Perceived Value and Brand Image had an effect on Customer Engagement but did not directly influence Customer Loyalty. Perceived Value and Brand Image affect Customer Loyalty through Customer Engagement with full mediation. Customer Engagement affects Customer Loyalty. Indihome at Telkom Manado has already good at Perceived Value and Brand Image. However, the product still couldn't drive the loyal customers to buy any add-on services or ensure to a long time subscription. The company need to find strategies that can improve the customer engagement and customer loyalty with Indihome as a product. Keywords : Perceived Value, Brand Image, Customer Engagement, Customer Loyalty

Analisis Pengaruh Penggunaan Aplikasi Capcut Terhadap Keterlibatan Dan Kesetiaan Pelanggan

“…29 dengan calan pelanggan dan pelanggan saat ini. Customer Relationship Manajemen adalah strategi tingkat korporasi yang berfokus pada pembangunan dan pemeliharaan hubungan dengan pelanggan, jadi CRM lebih menekankan pada pendekatan holistic terhadap falsafah organisasi yang menekankan hubungan yang erat dengan pelanggan [9].…”

The Influences between Customer Behaviors, Islamic Ethics toward Online Purchase Intention among Muslim Netizen in Malaysia

“…Despite the fact that previous research has demonstrated that highly religious adherents behave differently and have their own criteria in purchasing decisions (Amir, 2021), Al Nawas et al (2021) noted that there is a lack of research in consumer research that can prove the effect of religiosity in changing consumer patronage behaviour specifically in the context of Muslim consumers. Moreover, empirical study on these concepts in consumer behaviour has been scarce, and its significance in the field is still not widely recognised.…”

“…However, the Islamic worldview and the centrality of ethics in that worldview are necessary conditions for the existence of such principles and standards. Faith in and loyalty to Allah SWT, the giver of all good things and final arbiter of right and wrong, is central to this worldview (Amir, 2021). Understanding the elements that influence consumers' online shopping behavior is crucial for both researchers and online retailers.…”

“…Increases in disposable income, smartphone usage, and internet access will help push Malaysia's online retail sector from 0.5% of the country's total retail spending in 2018 to 5% in 2022. It is worth examining the current market landscape in light of recent policy shifts, customer preferences, and established businesses (Ali et al, 2016) With the rise of e-commerce and online buying, businesses have a new way to connect with customers all over the world (Amir et al, 2021). The online retail business investigates the potential of electronic and data designing to revolutionize the conventional method of conducting business (Basri et al, 2016).…”

تأثیر أبعاد إنصاف علامة المقصد السیاحی على ارتباط العمیل عبر الانترنت"دراسة تطبیقیة على عملاء مصیف مدینتی الغردقة وشرم الشیخ فی مصر"

“…‫البحثية:‬ ‫الفجوة‬ :ً ‫ثالثا‬ ‫الدراسات‬ ‫ما‬ ‫العديد‬ ‫قامت‬ (Xu et al, 2020; Islam and Rahman, 2016;) ‫بدراسة‬ ‫العميل.‬ ‫ارتباط‬ ‫على‬ ‫ا‬ ‫وتأثير‬ ‫المقصد)‬ ‫عالمة‬ ‫وجودة‬ ‫العالمة‬ ‫(صورة‬ ‫منل‬ ‫العالمة‬ ‫إنصاف‬ ‫أبعاد‬ ‫بع‬ ‫دراسة‬ ‫تناولت‬ ‫حيا‬ ‫في‬ (Zhang et al, 2015) ‫إنصاف‬ ‫دور‬ ‫كمقدمات‬ ‫البعد‬ ‫أحادي‬ ‫كمتغير‬ ‫العالمة‬ ‫الدراسات‬ ‫ما‬ ‫عدد‬ ‫تناولت‬ ‫حيا‬ ‫في‬ ‫العميل.‬ ‫ارتباط‬ ‫الي‬ ‫تؤدي‬ ‫التي‬ ‫الدوافع‬ ‫وأحد‬(Greve, 2014;Prentice et al, 2019;Huerta-Álvarez et al, 2020;Amir et al, 2021) …”