International Journal of Business and Management Invention (IJBMI) is an international journal intended for professionals and researchers in all fields of Business and Management. IJBMI publishes research articles and reviews within the whole field Business and Management, new teaching methods, assessment, validation and the impact of new technologies and it will continue to provide information on the latest trends and developments in this ever-expanding subject. The publications of papers are selected through double peer reviewed to ensure originality, relevance, and readability. The articles published in our journal can be accessed online
Impact of Gender on Customer Satisfaction for Service Quality: A Case Study o...deshwal852
Satisfaction of customers is an integral part for the success of the business. Customer satisfaction is based on perceived service quality. Service quality is a comparison of expectations with performance. Customer satisfaction is based on perceived service quality. Service quality is a crucial factor for the triumph of the business firm. This study is an attempt to examine the impact of gender on satisfaction level of customers
for service quality in hyper stores. All the relevant data has been collected through a sample survey of 70 customers purchasing goods from hyper stores in South West Delhi. Sample was drawn by convenient sampling. Retail Service Quality Scale was used as measurement instrument. It was developed by Dabholkar, Thrope and Rentz (1996). Likert’s five point scale was used to rate all the variables. A survey
was conducted to verify the hypothesis and research framework. Statistical techniques such as mean,
standard deviation and t- test were used. Major Findings exhibit that there is no significant difference between male and female customers for different variables of service quality in hyper stores.
The relationship between customer satisfaction and customer loyalty in the ba...Samaan Al-Msallam
Abstract
A large number of studies on customer satisfaction and customer loyalty have been conducted in marketing over
the years. Customer satisfaction is a crucial factor for bank success and it has the possibility to influence
customer loyalty. From a theoretical perspective it is very important to investigate which factors influence
customer satisfaction. This paper analyzes the basic factors which affects customer satisfaction towards services
of Bank. This study adopted empirical research design on the sample size of 401 respondents who were
customers of different banks in Syria. Data is collected through survey questionnaires related to customer
expectation ,price fairness , customer satisfaction and customer loyalty towards services of banks . Data is
analyzed by using AMOS 18. The research reviews the current academic marketing literature and tries to
identify antecedents of customer satisfaction and customer loyalty. The findings from this study also provide
important managerial implications.
Keywords: bank, customer satisfaction, customer loyalty.
Impact of Gender on Customer Satisfaction for Service Quality: A Case Study o...deshwal852
Satisfaction of customers is an integral part for the success of the business. Customer satisfaction is based on perceived service quality. Service quality is a comparison of expectations with performance. Customer satisfaction is based on perceived service quality. Service quality is a crucial factor for the triumph of the business firm. This study is an attempt to examine the impact of gender on satisfaction level of customers
for service quality in hyper stores. All the relevant data has been collected through a sample survey of 70 customers purchasing goods from hyper stores in South West Delhi. Sample was drawn by convenient sampling. Retail Service Quality Scale was used as measurement instrument. It was developed by Dabholkar, Thrope and Rentz (1996). Likert’s five point scale was used to rate all the variables. A survey
was conducted to verify the hypothesis and research framework. Statistical techniques such as mean,
standard deviation and t- test were used. Major Findings exhibit that there is no significant difference between male and female customers for different variables of service quality in hyper stores.
The relationship between customer satisfaction and customer loyalty in the ba...Samaan Al-Msallam
Abstract
A large number of studies on customer satisfaction and customer loyalty have been conducted in marketing over
the years. Customer satisfaction is a crucial factor for bank success and it has the possibility to influence
customer loyalty. From a theoretical perspective it is very important to investigate which factors influence
customer satisfaction. This paper analyzes the basic factors which affects customer satisfaction towards services
of Bank. This study adopted empirical research design on the sample size of 401 respondents who were
customers of different banks in Syria. Data is collected through survey questionnaires related to customer
expectation ,price fairness , customer satisfaction and customer loyalty towards services of banks . Data is
analyzed by using AMOS 18. The research reviews the current academic marketing literature and tries to
identify antecedents of customer satisfaction and customer loyalty. The findings from this study also provide
important managerial implications.
Keywords: bank, customer satisfaction, customer loyalty.
Chỉ số hài lòng của khách hàng (Customer Satisfaction Index – CSI) - Defining...Jackie Nguyen
Việc thỏa mãn khách hàng trở thành một tài sản quý giá của doanh nghiệp trong nỗ lực nâng cao chất lượng dịch vụ; xây dựng lòng trung thành với khách hàng; khẳng định thương hiệu; nâng cao năng lực cạnh tranh của doanh nghiệp.
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THANHPHAT TECHNOLOGY LTD | SMARTRETAIL
Hotline/ Zalo: (+84) 935 888 489
Email: sales@SmartRetail.vn
https://smartretail.vn/
https://smartretail.com.vn/
Relationship between Social bonds and Customer value in commercial Banks in K...inventionjournals
This study sought to empirically examine the influence of social bonds on customer value in commercial banks in Kenya. The social bonds examined in this study are communication with customers (CC), creation of friendship (CF) and social support (SS). The study sample consists of 384 respondents with a response rate of 78.1 per cent. Data was analyzed by employing correlation and multiple regression analysis. The findings revealed that social bonds are positively associated with customer value in commercial banks in Kenya. The generalization of the findings is limited as the study focused only on a single industry in Kenya. Based on the findings, companies employing social bonds strategies should focus on improving the usefulness of the social bonds to customers by creating opportunities to strengthen social relationships. This study successfully extends the relationship marketing strategies in the context of customer value by incorporating communication with customers, creation of friendship and social support constructs. This extended relationship marketing model is developed to achieve the greater understanding of customer acceptance of social bonding strategy in Kenya’s commercial banks. In conclusion, the model in this study presents a considerable improvement in explanatory power.
Effect of customer value and quality of service on customer satisfaction (cas...Iwan Kurniawan Subagja
The need for transportation services increases due to the heavy traffic in Jakarta. Efficient transport services to congestion in
Jakarta, motorcycle taxi services online such as GO-JEK. This triggers every transportation company to increase customer value
and good service quality to get customer satisfaction in the field of transportation services.
This study aims to describe customer value and service quality to customer satisfaction with descriptive statistic analysis. The
study was conducted to 110 GO-JEK consumers in Jakarta. The sampling technique used was accidental sampling with analysis
tools SPPS 22.
The results show that customer value and service quality give impact to GO-JEK customer satisfaction in Jakarta.
The development of the internet led to the use of information technology. The use of information technology not only to transform the services provided, but also to change the service delivery process. In connection with this condition raises the opportunity for retail transactions in the use of online shopping. The purpose of research to determine the effect of E-Service Quality, Price Perception to Repurchase Intention mediated by Customer Satisfaction, Customer Loyalty and Experiential Marketing on On-line shopping. The number of samples taken as many as 496 respondents. Respondents who were taken with the provisions ever shop by using online shopping. Sampling method by using random sampling. Data were analyzed by using Structural Equation Modeling (SEM). The results showed the largest influence is satisfaction to consumers loyalty, compared to the other variables. There is e-service quality, experiential marketing, price perception have influence to customer satisfaction. In addition consumer satisfaction has influence to customer loyalty and customer loyalty has influence to repurchase intention. Hence customer satisfaction has influence to repurchase intention, and customer satisfaction has a direct or indirect influence to repurchase intention.
Effect Of Quality Services On Customer Satisfaction And Loyalty (Theoritical...inventionjournals
International Journal of Business and Management Invention (IJBMI) is an international journal intended for professionals and researchers in all fields of Business and Management. IJBMI publishes research articles and reviews within the whole field Business and Management, new teaching methods, assessment, validation and the impact of new technologies and it will continue to provide information on the latest trends and developments in this ever-expanding subject. The publications of papers are selected through double peer reviewed to ensure originality, relevance, and readability. The articles published in our journal can be accessed online.
Effect of Satisfaction on Customer Loyalty in Bimbel Tiki Taka Bekasi IndonesiaIJAEMSJORNAL
This study aims to determine whether there is influence on customer loyalty limb bimbelTiki Taka Harapan Indah Bekasi and how much influence on loyalty customers.The research was conducted at the Tiki Taka Harapan Indah Bekasi. The method used is the library reseach and field reseach data collection using questionnaires with a population of 45 people from the total number of parents enrolled students, obtained a sample of 31 people. The result of linear regression test is a = 20,55, b = 0,57, y = 20,55 + 0,57x. The result of correlation coefficient is r = 0.57. The percentage of influence satisfaction on customer loyalty amounted to 32.49% while the rest of 67.51% influenced by other factors not involved in this study.Test t count 3.74 and t table for n = 31 with degrees of freedom (dk) is n-2 = 29 with error rate 5% (0.05) is 2.045. From the above value is known that t arithmetic 3.74> of t table 2.045 then Ha accepted and Ho rejected. It means that based on data research results then there is Influence between satisfaction with customer loyalty at BimbelTiki Taka Harapan Indah Bekasi.
The Effects of the Determinants of Customer Satisfaction on Brand LoyaltySamaan Al-Msallam
ABSTRACT:- Most of marketing literature recognizes customer satisfaction as a significant antecedent to Brand loyalty. Further, the relationships between both satisfaction constructs with Brand loyalty have mostly been studied separately. The purpose of this study is to explore the effects of three customer perceptions (perceived quality, brand image, price fairness) on customer satisfaction and Brand loyalty. A combination of a convenience and judgmental sample survey of 584 mobile phone users, from undergraduate students of major universities in Damascus, was used to the test the hypotheses. The results illustrate that customer satisfaction significantly affects customer loyalty. Also, the factors of perceived quality , brand image and price fairness affect Brand loyalty. Customer perception of perceived quality, brand image and price fairness are almost equally to build up the satisfaction. We suggest that managers should consider perceived quality and price fairness as foundations to build up customer satisfaction, Brand loyalty and, also to improve brand image as an added on value for customers.
Marketing Mix and Service Quality Effect on Customer Satisfaction and Loyalty...QUESTJOURNAL
ABSTRACT: This study aims to test and empirical analysis the marketing mix and service quality effect on customer satisfaction and customer loyalty, research was conducted in 26 branches in Sulawesi a population of about 16 212 customers of PT. HadjiKalla in Sulawesi who purchase Toyota cars for 2015 with a sample of 390 customers. The results of the analysis of structural equation modelusing AMOS version 20 provide evidence that marketing mix has a positive and significant effect on customer satisfaction and customer loyalty. Service quality is positive and significant effect on customer satisfaction, but insignificant effect on customer loyalty. Customer satisfaction has a positive and significant effect on customer loyalty. Marketing mix and service quality has a significant on customer loyalty as a mediated customer satisfaction. The practical implication of this study provide increased knowledge and understanding of the customer and the company's management in Sulawesi in increasing customer loyalty through marketing mix, service quality and customer satisfaction. Limitations of this study on a sample size using only the customers car brands Toyota and just carried on Sulawesi area that may limit generalizability of the research findings. Originality of this study provide the basis for the development configuration modeling using structural equation model and conceptual models that prove marketing mix and service quality on customer loyalty as a mediated customer satisfaction in previous research done separately. The mediating role of customer satisfaction is proven to increase customer loyalty to the highway.
The Mediating Role of Customer Satisfaction and Customer Trust in the Relatio...AJHSSR Journal
ABSTRACT: This study aims to examine the effect of product quality on customer loyalty mediated by
customer satisfaction and customer trust. This research is a quantitative research with a case study in the
company CV. JMF Sidoarjo, Indonesia by distributing questionnaires to 109 customers. Data is processed using
Structural Equation Modeling with Smart PLS 3 program. The results showed that product quality had a
significant direct effect on customer satisfaction, trust and loyalty. Product quality has no significant effect on
customer satisfaction and trust. Likewise, customer satisfaction and trust cannot mediate the relationship
between product quality and customer loyalty. All relationships point in a positive direction.This work helps the
product manufacturing business better understand consumer behavior, demands, and preferences, which can
boost consumer satisfaction, trust, and loyalty. This study adds to the body of knowledge on the causes of
consumer loyalty.
KEYWORDS : Customer, loyalty, quality, satisfaction, trust
Chỉ số hài lòng của khách hàng (Customer Satisfaction Index – CSI) - Defining...Jackie Nguyen
Việc thỏa mãn khách hàng trở thành một tài sản quý giá của doanh nghiệp trong nỗ lực nâng cao chất lượng dịch vụ; xây dựng lòng trung thành với khách hàng; khẳng định thương hiệu; nâng cao năng lực cạnh tranh của doanh nghiệp.
---
THANHPHAT TECHNOLOGY LTD | SMARTRETAIL
Hotline/ Zalo: (+84) 935 888 489
Email: sales@SmartRetail.vn
https://smartretail.vn/
https://smartretail.com.vn/
Relationship between Social bonds and Customer value in commercial Banks in K...inventionjournals
This study sought to empirically examine the influence of social bonds on customer value in commercial banks in Kenya. The social bonds examined in this study are communication with customers (CC), creation of friendship (CF) and social support (SS). The study sample consists of 384 respondents with a response rate of 78.1 per cent. Data was analyzed by employing correlation and multiple regression analysis. The findings revealed that social bonds are positively associated with customer value in commercial banks in Kenya. The generalization of the findings is limited as the study focused only on a single industry in Kenya. Based on the findings, companies employing social bonds strategies should focus on improving the usefulness of the social bonds to customers by creating opportunities to strengthen social relationships. This study successfully extends the relationship marketing strategies in the context of customer value by incorporating communication with customers, creation of friendship and social support constructs. This extended relationship marketing model is developed to achieve the greater understanding of customer acceptance of social bonding strategy in Kenya’s commercial banks. In conclusion, the model in this study presents a considerable improvement in explanatory power.
Effect of customer value and quality of service on customer satisfaction (cas...Iwan Kurniawan Subagja
The need for transportation services increases due to the heavy traffic in Jakarta. Efficient transport services to congestion in
Jakarta, motorcycle taxi services online such as GO-JEK. This triggers every transportation company to increase customer value
and good service quality to get customer satisfaction in the field of transportation services.
This study aims to describe customer value and service quality to customer satisfaction with descriptive statistic analysis. The
study was conducted to 110 GO-JEK consumers in Jakarta. The sampling technique used was accidental sampling with analysis
tools SPPS 22.
The results show that customer value and service quality give impact to GO-JEK customer satisfaction in Jakarta.
The development of the internet led to the use of information technology. The use of information technology not only to transform the services provided, but also to change the service delivery process. In connection with this condition raises the opportunity for retail transactions in the use of online shopping. The purpose of research to determine the effect of E-Service Quality, Price Perception to Repurchase Intention mediated by Customer Satisfaction, Customer Loyalty and Experiential Marketing on On-line shopping. The number of samples taken as many as 496 respondents. Respondents who were taken with the provisions ever shop by using online shopping. Sampling method by using random sampling. Data were analyzed by using Structural Equation Modeling (SEM). The results showed the largest influence is satisfaction to consumers loyalty, compared to the other variables. There is e-service quality, experiential marketing, price perception have influence to customer satisfaction. In addition consumer satisfaction has influence to customer loyalty and customer loyalty has influence to repurchase intention. Hence customer satisfaction has influence to repurchase intention, and customer satisfaction has a direct or indirect influence to repurchase intention.
Effect Of Quality Services On Customer Satisfaction And Loyalty (Theoritical...inventionjournals
International Journal of Business and Management Invention (IJBMI) is an international journal intended for professionals and researchers in all fields of Business and Management. IJBMI publishes research articles and reviews within the whole field Business and Management, new teaching methods, assessment, validation and the impact of new technologies and it will continue to provide information on the latest trends and developments in this ever-expanding subject. The publications of papers are selected through double peer reviewed to ensure originality, relevance, and readability. The articles published in our journal can be accessed online.
Effect of Satisfaction on Customer Loyalty in Bimbel Tiki Taka Bekasi IndonesiaIJAEMSJORNAL
This study aims to determine whether there is influence on customer loyalty limb bimbelTiki Taka Harapan Indah Bekasi and how much influence on loyalty customers.The research was conducted at the Tiki Taka Harapan Indah Bekasi. The method used is the library reseach and field reseach data collection using questionnaires with a population of 45 people from the total number of parents enrolled students, obtained a sample of 31 people. The result of linear regression test is a = 20,55, b = 0,57, y = 20,55 + 0,57x. The result of correlation coefficient is r = 0.57. The percentage of influence satisfaction on customer loyalty amounted to 32.49% while the rest of 67.51% influenced by other factors not involved in this study.Test t count 3.74 and t table for n = 31 with degrees of freedom (dk) is n-2 = 29 with error rate 5% (0.05) is 2.045. From the above value is known that t arithmetic 3.74> of t table 2.045 then Ha accepted and Ho rejected. It means that based on data research results then there is Influence between satisfaction with customer loyalty at BimbelTiki Taka Harapan Indah Bekasi.
The Effects of the Determinants of Customer Satisfaction on Brand LoyaltySamaan Al-Msallam
ABSTRACT:- Most of marketing literature recognizes customer satisfaction as a significant antecedent to Brand loyalty. Further, the relationships between both satisfaction constructs with Brand loyalty have mostly been studied separately. The purpose of this study is to explore the effects of three customer perceptions (perceived quality, brand image, price fairness) on customer satisfaction and Brand loyalty. A combination of a convenience and judgmental sample survey of 584 mobile phone users, from undergraduate students of major universities in Damascus, was used to the test the hypotheses. The results illustrate that customer satisfaction significantly affects customer loyalty. Also, the factors of perceived quality , brand image and price fairness affect Brand loyalty. Customer perception of perceived quality, brand image and price fairness are almost equally to build up the satisfaction. We suggest that managers should consider perceived quality and price fairness as foundations to build up customer satisfaction, Brand loyalty and, also to improve brand image as an added on value for customers.
Marketing Mix and Service Quality Effect on Customer Satisfaction and Loyalty...QUESTJOURNAL
ABSTRACT: This study aims to test and empirical analysis the marketing mix and service quality effect on customer satisfaction and customer loyalty, research was conducted in 26 branches in Sulawesi a population of about 16 212 customers of PT. HadjiKalla in Sulawesi who purchase Toyota cars for 2015 with a sample of 390 customers. The results of the analysis of structural equation modelusing AMOS version 20 provide evidence that marketing mix has a positive and significant effect on customer satisfaction and customer loyalty. Service quality is positive and significant effect on customer satisfaction, but insignificant effect on customer loyalty. Customer satisfaction has a positive and significant effect on customer loyalty. Marketing mix and service quality has a significant on customer loyalty as a mediated customer satisfaction. The practical implication of this study provide increased knowledge and understanding of the customer and the company's management in Sulawesi in increasing customer loyalty through marketing mix, service quality and customer satisfaction. Limitations of this study on a sample size using only the customers car brands Toyota and just carried on Sulawesi area that may limit generalizability of the research findings. Originality of this study provide the basis for the development configuration modeling using structural equation model and conceptual models that prove marketing mix and service quality on customer loyalty as a mediated customer satisfaction in previous research done separately. The mediating role of customer satisfaction is proven to increase customer loyalty to the highway.
The Mediating Role of Customer Satisfaction and Customer Trust in the Relatio...AJHSSR Journal
ABSTRACT: This study aims to examine the effect of product quality on customer loyalty mediated by
customer satisfaction and customer trust. This research is a quantitative research with a case study in the
company CV. JMF Sidoarjo, Indonesia by distributing questionnaires to 109 customers. Data is processed using
Structural Equation Modeling with Smart PLS 3 program. The results showed that product quality had a
significant direct effect on customer satisfaction, trust and loyalty. Product quality has no significant effect on
customer satisfaction and trust. Likewise, customer satisfaction and trust cannot mediate the relationship
between product quality and customer loyalty. All relationships point in a positive direction.This work helps the
product manufacturing business better understand consumer behavior, demands, and preferences, which can
boost consumer satisfaction, trust, and loyalty. This study adds to the body of knowledge on the causes of
consumer loyalty.
KEYWORDS : Customer, loyalty, quality, satisfaction, trust
The purpose of this study is to find out how service quality, brand image, and product quality
affect customer loyalty through customer satisfaction. This study is a census-based study, the object of research
used in this study were 100 respondents
This research paper considers the understanding of the customers’ satisfaction towards and perceptions towards D-mart;. Specifically this research will seek to identify which factors effect on satisfaction.
The purpose of this study is to find out overall satisfaction towards Dmart. Some people are satisfied about price, some people about product variety. Research was done through questionnaire and discus with some customers in college campus who are customers of D-mart. Retailers have recognized this trend and are of the view that customer satisfaction plays a role in the success of business strategies. Therefore it has become important for grocery retail stores to try and manage customer satisfaction. This paper was thus developed to investigate the satisfaction levels of customers in D-mart. Data was collected from D-mart in akurdi, pune. The study examined the importance of overall dimensions and specific elements of customer satisfaction towards the measurement of satisfaction levels.
Impact of Service Quality on Customer Loyalty of Domestic Pumpspaperpublications3
Abstract: Service quality deals with the customer expectation and actual treatment. Better the service quality, higher will be the customer satisfaction. This can gain more and more customers and more loyal customers. The major advantage of loyal customers is that these customers will not leave because of any small reason or any minor fluctuations in company’s performance. This study is restricted to a single product domestic pump and will investigate the role of service quality in creating loyal customers.
Keywords: Service quality, Customer loyalty, Domestic pumps.
Title: Impact of Service Quality on Customer Loyalty of Domestic Pumps
Author: FAZEEN RASHEED A K
ISSN 2349-7807
International Journal of Recent Research in Commerce Economics and Management (IJRRCEM)
Paper Publications
The Effects of Customer Expectation and Perceived Service Quality on Customer...Samaan Al-Msallam
ABSTRACT : The effect of the antecedents of satisfaction on customer satisfaction is an issue still under debate in the academic literature. Thus, the primary goal of this article is to analyze the relationship between two of the most important antecedents of customer satisfaction ( namely customer expectation and perceived service quality ) and customer satisfaction . Data were collected through a survey, including samples of 250 customers from the 5 Banks in Damascus, Syria . Spss is used to test the hypotheses. The finding show that customer expectation and perceived service quality have a positive effect on customer satisfaction . Bank managers must know how improvement in service quality influences customer satisfaction and what expectation levels they might consider to increase consumer satisfaction which ultimately retains valued customers. KEYWORDS : Customer Expectation , Perceived Service Quality, Customer Satisfaction.
The Effects of Customer Expectation and Perceived Service Quality on Custome...inventionjournals
International Journal of Business and Management Invention (IJBMI) is an international journal intended for professionals and researchers in all fields of Business and Management. IJBMI publishes research articles and reviews within the whole field Business and Management, new teaching methods, assessment, validation and the impact of new technologies and it will continue to provide information on the latest trends and developments in this ever-expanding subject. The publications of papers are selected through double peer reviewed to ensure originality, relevance, and readability. The articles published in our journal can be accessed online.
Chỉ số hài lòng của khách hàng (Customer Satisfaction Index – CSI) - Cơ sở lý...Jackie Nguyen
Việc thỏa mãn khách hàng trở thành một tài sản quý giá của doanh nghiệp trong nỗ lực nâng cao chất lượng dịch vụ; xây dựng lòng trung thành với khách hàng; khẳng định thương hiệu; nâng cao năng lực cạnh tranh của doanh nghiệp.
Sự hài lòng của khách hàng là một chủ đề phổ biến trong thực hành tiếp thị và nghiên cứu học thuật từ nghiên cứu ban đầu của Cardozo (1965) về nỗ lực, sự mong đợi và sự hài lòng của khách hàng.
Giese và Cote, 2000 - Tiếp tục nghiên cứu và có nhiều nỗ lực để đo lường và giải thích sự hài lòng của khách hàng, nhưng vẫn chưa nhận được nhiều sự đồng thuận về định nghĩa của nó.
Gundersen, Heide và Olsson, 1996 - Sự hài lòng của khách hàng thường được định nghĩa là một tiêu chuẩn đánh giá tiêu thụ bài viết liên quan đến một sản phẩm hoặc dịch vụ cụ thể.
Oliver, 1980 - Đây là kết quả của quá trình đánh giá tương phản với kỳ vọng mua trước với nhận thức về hiệu suất trong và sau trải nghiệm tiêu thụ (Oliver, 1980).v.v...
Để có được lý thuyết và mô hình chuẩn ứng dụng như hôm nay, đã trải qua rất nhiều thử nghiệp, nghiên cứu trên thế giới.
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THANHPHAT TECHNOLOGY LTD | SMARTRETAIL
Hotline/ Zalo: (+84) 935 888 489
Email: sales@SmartRetail.vn
https://smartretail.vn/
https://smartretail.com.vn/
The Influence Of Relationship Marketing On Switching Barrier, Customer Satisf...inventionjournals
This study was aimed at testing and analyzing influence of relationship marketing on switching barrier, customer satisfaction, customer trust, and customer retention. The study was conducted with respondents of 141 Emerald BNI BANK customers in Indonesia. Data were collected by using instruments of questionnaires. The test on the model was done using structural equation model analysis with GSCA approach. Switching barrier significantly influenced on customer satisfaction and customer trust. Furthermore, customer satisfaction and customer trust significanly influenced on customer retention. Partially, it was identified that variable of customer trust was the most dominant variable influencing on the customer retention.
International Journal of Business and Management Invention (IJBMI)inventionjournals
International Journal of Business and Management Invention (IJBMI) is an international journal intended for professionals and researchers in all fields of Business and Management. IJBMI publishes research articles and reviews within the whole field Business and Management, new teaching methods, assessment, validation and the impact of new technologies and it will continue to provide information on the latest trends and developments in this ever-expanding subject. The publications of papers are selected through double peer reviewed to ensure originality, relevance, and readability. The articles published in our journal can be accessed online.
Mediating Role of Gratitude In Effect of Bonds on Customer Loyaltytheijes
The purpose of this study was to identify and analyze the role of gratitude in mediating the effect of relational of bonds on customer loyalty. The populations in this study are all customer deposits Bank Sultra Bombana Branch totaling 95 customers. Total sample in this study are 77 respondents through Slovin formula. Furthermore, the respondent obtained by convenience sampling method. Data for needs analysis questionnaires were obtained by using a Likert scale of 5 points. The data were then analyzed with methods of structural equation modeling approach using the Partial Least Square SmartPLS software version 2.0. The analysis showed that gratitude plays a role mediating influence on customer loyalty relational bonds Bank Sultra Bombana Branch
This paper is assessing and developing the customer‘s trust and loyalty of retailing Giant supermarket in Malaysia. The study tries to elaborate an instrument to measure the customer‘s trust and loyalty in this context. A total of 137 participants are conducted using structural equation modeling (SEM) technique with Partial Least Square (PLS). The findings revealed that service quality and brand image have significant relationship with customer trust and loyalty, and overall customer trust has positive impact on loyalty in supermarket. In addition, a customer benefit has the interaction effect on relationship between service quality and trust, and brand image and trust. The paper is concluded with an importance performance analysis and a summary of the main results of the study.
The purpose of this paper is to discuss on the concept of job satisfaction and how job satisfaction can make impact on the performance of employees in an organization. The paper will be limited to the positive and negative effects of Job satisfaction. Secondly, the literature review will discuss the relationship between employee motivation, job satisfaction and employee performance.
Affordable Stationery Printing Services in Jaipur | Navpack n PrintNavpack & Print
Looking for professional printing services in Jaipur? Navpack n Print offers high-quality and affordable stationery printing for all your business needs. Stand out with custom stationery designs and fast turnaround times. Contact us today for a quote!
The world of search engine optimization (SEO) is buzzing with discussions after Google confirmed that around 2,500 leaked internal documents related to its Search feature are indeed authentic. The revelation has sparked significant concerns within the SEO community. The leaked documents were initially reported by SEO experts Rand Fishkin and Mike King, igniting widespread analysis and discourse. For More Info:- https://news.arihantwebtech.com/search-disrupted-googles-leaked-documents-rock-the-seo-world/
What is the TDS Return Filing Due Date for FY 2024-25.pdfseoforlegalpillers
It is crucial for the taxpayers to understand about the TDS Return Filing Due Date, so that they can fulfill your TDS obligations efficiently. Taxpayers can avoid penalties by sticking to the deadlines and by accurate filing of TDS. Timely filing of TDS will make sure about the availability of tax credits. You can also seek the professional guidance of experts like Legal Pillers for timely filing of the TDS Return.
Memorandum Of Association Constitution of Company.pptseri bangash
www.seribangash.com
A Memorandum of Association (MOA) is a legal document that outlines the fundamental principles and objectives upon which a company operates. It serves as the company's charter or constitution and defines the scope of its activities. Here's a detailed note on the MOA:
Contents of Memorandum of Association:
Name Clause: This clause states the name of the company, which should end with words like "Limited" or "Ltd." for a public limited company and "Private Limited" or "Pvt. Ltd." for a private limited company.
https://seribangash.com/article-of-association-is-legal-doc-of-company/
Registered Office Clause: It specifies the location where the company's registered office is situated. This office is where all official communications and notices are sent.
Objective Clause: This clause delineates the main objectives for which the company is formed. It's important to define these objectives clearly, as the company cannot undertake activities beyond those mentioned in this clause.
www.seribangash.com
Liability Clause: It outlines the extent of liability of the company's members. In the case of companies limited by shares, the liability of members is limited to the amount unpaid on their shares. For companies limited by guarantee, members' liability is limited to the amount they undertake to contribute if the company is wound up.
https://seribangash.com/promotors-is-person-conceived-formation-company/
Capital Clause: This clause specifies the authorized capital of the company, i.e., the maximum amount of share capital the company is authorized to issue. It also mentions the division of this capital into shares and their respective nominal value.
Association Clause: It simply states that the subscribers wish to form a company and agree to become members of it, in accordance with the terms of the MOA.
Importance of Memorandum of Association:
Legal Requirement: The MOA is a legal requirement for the formation of a company. It must be filed with the Registrar of Companies during the incorporation process.
Constitutional Document: It serves as the company's constitutional document, defining its scope, powers, and limitations.
Protection of Members: It protects the interests of the company's members by clearly defining the objectives and limiting their liability.
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𝐓𝐉 𝐂𝐨𝐦𝐬 (𝐓𝐉 𝐂𝐨𝐦𝐦𝐮𝐧𝐢𝐜𝐚𝐭𝐢𝐨𝐧𝐬) is a professional event agency that includes experts in the event-organizing market in Vietnam, Korea, and ASEAN countries. We provide unlimited types of events from Music concerts, Fan meetings, and Culture festivals to Corporate events, Internal company events, Golf tournaments, MICE events, and Exhibitions.
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Attending a job Interview for B1 and B2 Englsih learnersErika906060
It is a sample of an interview for a business english class for pre-intermediate and intermediate english students with emphasis on the speking ability.
Enterprise Excellence is Inclusive Excellence.pdfKaiNexus
Enterprise excellence and inclusive excellence are closely linked, and real-world challenges have shown that both are essential to the success of any organization. To achieve enterprise excellence, organizations must focus on improving their operations and processes while creating an inclusive environment that engages everyone. In this interactive session, the facilitator will highlight commonly established business practices and how they limit our ability to engage everyone every day. More importantly, though, participants will likely gain increased awareness of what we can do differently to maximize enterprise excellence through deliberate inclusion.
What is Enterprise Excellence?
Enterprise Excellence is a holistic approach that's aimed at achieving world-class performance across all aspects of the organization.
What might I learn?
A way to engage all in creating Inclusive Excellence. Lessons from the US military and their parallels to the story of Harry Potter. How belt systems and CI teams can destroy inclusive practices. How leadership language invites people to the party. There are three things leaders can do to engage everyone every day: maximizing psychological safety to create environments where folks learn, contribute, and challenge the status quo.
Who might benefit? Anyone and everyone leading folks from the shop floor to top floor.
Dr. William Harvey is a seasoned Operations Leader with extensive experience in chemical processing, manufacturing, and operations management. At Michelman, he currently oversees multiple sites, leading teams in strategic planning and coaching/practicing continuous improvement. William is set to start his eighth year of teaching at the University of Cincinnati where he teaches marketing, finance, and management. William holds various certifications in change management, quality, leadership, operational excellence, team building, and DiSC, among others.
[Note: This is a partial preview. To download this presentation, visit:
https://www.oeconsulting.com.sg/training-presentations]
Sustainability has become an increasingly critical topic as the world recognizes the need to protect our planet and its resources for future generations. Sustainability means meeting our current needs without compromising the ability of future generations to meet theirs. It involves long-term planning and consideration of the consequences of our actions. The goal is to create strategies that ensure the long-term viability of People, Planet, and Profit.
Leading companies such as Nike, Toyota, and Siemens are prioritizing sustainable innovation in their business models, setting an example for others to follow. In this Sustainability training presentation, you will learn key concepts, principles, and practices of sustainability applicable across industries. This training aims to create awareness and educate employees, senior executives, consultants, and other key stakeholders, including investors, policymakers, and supply chain partners, on the importance and implementation of sustainability.
LEARNING OBJECTIVES
1. Develop a comprehensive understanding of the fundamental principles and concepts that form the foundation of sustainability within corporate environments.
2. Explore the sustainability implementation model, focusing on effective measures and reporting strategies to track and communicate sustainability efforts.
3. Identify and define best practices and critical success factors essential for achieving sustainability goals within organizations.
CONTENTS
1. Introduction and Key Concepts of Sustainability
2. Principles and Practices of Sustainability
3. Measures and Reporting in Sustainability
4. Sustainability Implementation & Best Practices
To download the complete presentation, visit: https://www.oeconsulting.com.sg/training-presentations
Remote sensing and monitoring are changing the mining industry for the better. These are providing innovative solutions to long-standing challenges. Those related to exploration, extraction, and overall environmental management by mining technology companies Odisha. These technologies make use of satellite imaging, aerial photography and sensors to collect data that might be inaccessible or from hazardous locations. With the use of this technology, mining operations are becoming increasingly efficient. Let us gain more insight into the key aspects associated with remote sensing and monitoring when it comes to mining.
Global Interconnection Group Joint Venture[960] (1).pdf
International Journal of Business and Management Invention (IJBMI)
1. International Journal of Business and Management Invention
ISSN (Online): 2319 – 8028, ISSN (Print): 2319 – 801X
www.ijbmi.org Volume 2 Issue 6ǁ June. 2013ǁ PP.65-70
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The Role of Customer Value on Satisfaction and Loyalty
(Study on Hypermart’s Customers)
Tinik Sugiati1
, Armanu Thoyib2
, Djumilah Hadiwidjoyo3
1,2,3
(Management Department., Brawijaya University, Malang, East Java, Indonesia)
ABSTRACT: Since two decades ago research on value had been developed and is still ongoing until recent
time. This research is aimed to examine and explain the relationship among customer value, loyalty program,
customer satisfaction, and customer loyalty. This study was conducted at Hypermart in South Kalimantan which
took 150 respondents from the Hypermart’s customers. The respondent was selected by using accidental
sampling. The data analysis utilized Partial Least Square (PLS). The result demonstrates that there is positive
and significant role of customer value on customer satisfaction. The remarkable finding of this research is that
the role of customer value on customer loyalty is not significant. It means that customer value cannot directly
make customers do beneficial activities for Hypermart: having high commitment, repurchase, cross-buying
(increase the amount of purchase), and informing positive things to others. Moreover, customers will make
better beneficial things for Hypermart when they are satisfied with product completeness, customer service,
trading format and costumer communication, as well as membership card benefit.
KEYWORDS: value, satisfaction, loyalty
I. INTRODUCTION
There are a lot of researches addressing customer loyalty’s correlation with service quality and
customer satisfaction as its antecedent variables. However, due to a shift on customer’s needs which requires
better product as well as the occurrence of higher competition intensity among industries, there come up several
researches which examine the relationship among customer loyalty, customer satisfaction, and customer value.
Tight competition forces competing marketers to deliver excellent service for their customers.
Competition is inevitable. When the competition gets more stringent, the concept that is useable for
marketers to get closer with their customers is CRM (Customer Relationship Management). It is supported by
the fact that traditional marketing concept development which occurred in the early of twentieth century shifts to
marketing concept based on relationship in the middle of twentieth century as mentioned by Satoshi Ueno
(2006). The effectiveness of CRM practice is driven by how well the marketers are able to comprehend the
CRM concept strategically, operationally, and analytically. Therefore, the variables of this research are derived
from the CRM concept as a core business strategy which integrates internal function and process as well as
external network to create and deliver value to the customers in order to gain profit (Buttle, 2007).
This shift also takes place on huge retail or supermarket. It makes customers hard to be loyal to
particular supermarket. Customers are free to choose which supermarket that becomes the shopping medium for
them. One of the supermarkets which faces this kind of atmosphere is Hypermart. One of the efforts to attract
customers to Hypermart is by offering not only quality service but valuable service for the customers. Effective
customer value is the value that can satisfy customers and make them to be loyal customers. Retail business
competition is tight, thus marketers have to offer service which has more than valuable service but superior
value service compared to the other potential competitors.
Based on the description, customer value bears important role to win the competition in business so
that we need to figure out how far customer value can satisfy customers and make them loyal. For this reason,
customer value needs to be continuously developed through research that is continuously developed as well. It is
aimed to refine whenever there a customer value which is quite satisfying and develop the value to make them
loyal. For this reason, it needs a research that correlates customer value with satisfaction and customer loyalty.
Based on the background, the research problem is about how to create customer loyalty through customer value
and customer satisfaction. Additionally, it is also aimed to examine the role customer value on customer
satisfaction and customer loyalty.
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II. REVIEW OF LITERATURE AND RESEARCH MODEL
2.1. The Relationship among Customer Value, Customer Satisfaction, and Customer Loyalty
In making purchase decision, customer value is one of the matters that is considered by customers.
Customer value is an evaluation on the benefit of a product or service that is perceived by customers as
compared to what the customers had devoted to get the product or service. It resembles the description that
customer perceived value namely the consumer’s overall assessment of the utility of product, based on
perceptions of what is received and what is given (Zeithaml, 1988). Better customer value as compared to what
the competitors deliver will make customer feel satisfied and in turn will drive him to be loyal. It is confirmed
by Kotler (2000) as customers will purchase from an organization which they perceive that it offers the highest
customer value. In line with customer satisfaction theory, customer satisfaction is the level of customer’s
perception after comparing the actual performance of a product he perceives with what he expects on the
product to deliver. McQuity et.al. (2000) states that consumers learn from their experience and the lesser the
expectation that is not met will increase customer satisfaction. Further, Kotler and Armstrong (2004) mention
that:
“Consumers always require a product or service that is able to satisfy their needs. How do they choose
among the marketed products? Consumers choice is based on their perception on the value and satisfaction of
the product and service they receive”
About the relationship between satisfaction and customer loyalty, Kotler (2000) said that
“a highly satisfied customer generally stays loyal longer, buys more as the company introduces new products
and upgrade existing products, talk favorably about the company and its product, pay less attention to competing
brands, and is less sensitive to price, offers product or service ideas to the company, and costs less than new
customers because transaction is routine.”
Based on the theory mentioned by Kotler and Armstrong (2004) and by Kotler (2000), it indicates that
consumers will define their choice based on their perception on the value embedded in a product or service that
satisfies their need. The satisfied customers generally will be advantageous for organization. Thus, it is
concluded that theoretically there is a relationship among customer value, customer satisfaction, and customer
loyalty.
The finding of prior research confirms that customer value is the antecedent of satisfaction; further,
satisfaction is the focal determinant of customer loyalty. Wang et.al. (2004) found the role of customer value on
customer satisfaction, brand loyalty, and customer behavior based on CRM performance. The article entitled
“Customer Perceived Value: A Substitute for Satisfaction in Business Markets: (Eggert and Ulaga, 2002) also
verified the role of customer perceived value on satisfaction and repurchase intention, search for alternatives,
and word of mouth.
Thus in strategic marketing realm, it becomes the focus of attention for both marketers and scholars to
examine the relationship among customer value, customer satisfaction, and customer loyalty. Prior research
corroborated the direct role of customer value on customer loyalty as well as its indirect role through
satisfaction. Based on the theoretical and empirical review, it leads to the following hypotheses:
H1: There is positive and significant role of customer value on customer satisfaction
H2: There is positive and significant role of customer value on customer loyalty
H3: There is positive and significant role of customer satisfaction on customer loyalty
H4: There is positive and significant role of customer value on customer loyalty through customer
satisfaction
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III. METHOD
3.1. Sample and Measures
This is an explanatory research which aims to reveal the relationship among research’s variables. The
data were obtained by using questionnaire that was distributed to the respondents. The respondents consisted of
150 Hypermart’s customers in South Kalimantan, Indonesia. The sampling technique utilized accidental
sampling.
Referring to the research’s conceptual framework, the research’s variables comprise from exogenous
(independent) variable including customer value (X1) and endogenous (dependent) variables including
satisfaction (Y1) and customer loyalty (Y2). Each research variable is latent variable (unobserved) which is
measured by using some indicators. Each indicator consists of some items that are described into statements.
The data are in Likert’s scale from 1 (strongly disagree) to 5 (strongly agree) that once are confirmed for its
validity and reliability.
3.2. Data Analysis
Data analysis utilized in this research is descriptive and inferential analysis. Descriptive statistic
analysis is employed to describe respondents’ answers on the research questionnaire by measuring the mean
score of those answers. Inferential statistical analysis uses variance-based Structural Equation Modeling (SEM)
or component-based SEM that is mostly known as Partial Least Square (PLS) method.
IV. RESULT AND DISCUSSION
Table 1. Loading Factor and Mean Score of Each Indicator from Each Variable
Var. Indicator
Outer
Loading
Mean Score of
the Indicator
X1
X1.1. functional value 0.489 3.93
X1.2. emotional value 0.558 3.62
X1.3. social value 0.619 4.05
X1.4. customer service value 0.622 3.63
X1.5. price fairness 0.658 3.75
Y1
Y1.1. product completeness 0.560 3.86
Y1.2. customer service 0.644 3.63
Y1.3. trading format 0.566 3.76
Y1.4. customer communication 0.469 3.65
Y1.5. membership benefit 0.552 3.47
Y2
Y2.1. commitment 0.745 3.40
Y2.2. repurchase 0.510 3.71
Y2.3. cross-buying 0.788 3.30
Y2.4. word-of-mouth 0.674 3.67
Source: Processed Data (2011)
4.1. Customer Value
Customer value is measured by using five indicators: functional value, emotional value, social value,
customer service value, and price fairness. Therefore, customer value in this research is described as service
value that is perceived by customers after shopping at Hypermart. Service value that is perceived by customers
consists of functional value as a shopping facility related to the product completeness, emotional value related to
the benefits obtained by customers from the Hypermart atmosphere, social value that is a benefit related to the
social status, customer service value that is a benefit related to employee’s service delivery, and price fairness
related to the price equality of the product offered by Hypermart to the customers. Table 1 shows that X.5
indicator is the dominant variable predictor variable of the customer value (X1). Respondents perceived that this
indicator is good enough as its mean score is 3.75. Based on the outer loading value, price fairness is the most
important indicator of customer value. It means that conceptually, the price fairness offering of Hypermart is an
important aspect to improve customer value; nonetheless, Hypermart has not yet offered product’s price which
meets what customers want.This result indicates that offering fair price is an important aspect for customers. For
customers who are price-sensitive, they prefer to purchase product at the best-value price. If it is correlated to
customer satisfaction, high-priced product would not be perceived as expensive if costumers perceive
satisfaction on the product equally comparable to its price. Conversely, luxurious goods will not be purchased
when the perceived satisfaction is lesser than the price a consumer devotes. Proper pricing enables retailer to
obtain more profit as well as deliver certain level of satisfaction to retail customers both before and after the
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selling matter (Lewinson in Foster, 2008). Thus, Hypermart’s management needs to enhance its attention in
pricing strategy to make it fairer, including improving other aspects of customer value.
4.2. Customer Satisfaction
Satisfaction is contented feeling of a customer after comparing performance (outcome) to his
expectation related to the aspects that are offered by Hypermart such as: product high-priced that is offered
(merchandise), trading format including layout and atmosphere, customer service, and customer communication
including Hypermart’s product catalogue which presents the price and special-offer (list of discounted products,
best-value price). Satisfaction is also measured by using Hypermart member card’s benefit related to the benefit
of membership in Hypermart stores in Indonesia.
In satisfaction variable (X3), the strongest indicator during measurement is satisfaction related to the
Hypermart’s employee friendliness when they serve customers at Hypermart store (Y1.2). This indicator attains
the highest mean score (3.63). it implies that employee service on customers during shopping is important but
not yet well-conducted by the employees. Based on the outer loading value (Table 1), it reveals that
customerservice is the most important indicator to measure customer satisfaction; yet, customer service is
perceived to be not quite good by customers. Customers who have less information about a product they want to
purchase requires employee’s assist to obtain the needed information. Thus, even when all of products are
arranged neatly, it still requires skillful employee who knows well about the product knowledge that he is
responsible for.
Based on the result of this research, it shows that Hypermart’s attention is more to product
completeness offering (Table 1). Hypermart’s focus on offered product completeness is not wrong; but, the
completeness of the product that a retailer offers is demanded to meet the expectation of the target market as the
key to win the rivalry among similar retailers. Retail store needs to offer product line in width and depth as it is
possible so that the store can be a one-stop shopping store. It is beneficial for customers when they only need to
go shopping at Hypermart to fulfill all the needs they have. Further, it also minimizes the sacrifice they should
give to get a product. The more they shop, the more points they get, which in turn also elevates the chance of
reward that the customers can get. However, the presence of employee in Hypermart is still required. They
should be ready to help customers and provide information related to the product offering at Hypermart due to
the wide area of Hypermart as well as the various products offering. Employees are needed to be sufficient in
quantity and know the product that they are responsible for.
This research is in accordance with Bridson’s et.al. (2007) study when employee service on customer
(customer service) is pointed as an important indicator for satisfaction. To measure satisfaction, it refers to
customer satisfaction on the specific elements offered by a store or by transaction specific item (not based on the
general-overall elements) so that there are some other indicators utilized to measure satisfaction such as
merchandise, trading format, and customer communication.
4.3. Customer Loyalty (Y2)
Customer loyalty is customer’s commitment after purchasing at Hypermart related to the positive
attitude which is reflected on the consistent purchase. Customer loyalty variable is measure by using
commitment, repurchase, cross-buying/ improving the amount of purchase, and word of mouth or informing
positive things to others. Commitment implies the customer’s willingness to stay loyal and go shopping at
Hypermart even there are abundant retail stores such as minimarkets boom recently. Repurchase is interpreted
as customer’s willingness to continue purchase on the products offered by Hypermart. Cross-buying is related to
the customer’s willingness to improve the amount of purchase and inform positive things related to their
shopping experience at Hypermart to others (word of mouth).
The outer loading analysis result (Table 1) demonstrates that cross buying or improving the amount of
purchase is the most substantial indicator in reflecting customer loyalty variable. Thus, Hypermart management
needs to offer membership card. It is an effort of Hypermart management to attract and retain its customers.
Moreover, it is also a proof that membership card is succeeded to make customers stay loyal. Still, the benefit of
the membership card does not deliver good perception on the customers yet. However, when a customer has
membership card, he has the chance to get special discount and purchase points as compared to a condition
when he did not have membership card.
4.4. Structural Modeling Evaluation
Structural modeling evaluation is conducted by examining two parts: checking linearity assumption by
using Curve Fit and inspecting Goodness of Fit model by using predictive relevance model (Q2
). All of the
models are fit and linear since the value is < 0.05 (significant).
Q2
is calculated based on the R2
value of each endogenous variable. The R2
of customer satisfaction
variable (Y1) is 0.604; and the R2
of customer loyalty variable (Y2) is 0.378.
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Q2
= 1 – (0.604) (0.378)
= 0.7537
As Q2
is 0.75, it implies that the information content of the data is able to be explained 75.3% by the
model; whereas, the other part is explain by error and other variables that are not included in this research.
4.5. Hypothesis Test Result
To test the research hypotheses, it uses t-test on each path of direct influence partially and indirect influence
through mediating variable. Therefore, the hypothesis test is divided into two parts that are direct influence test
and indirect influence test or mediating variable test. Below, it explicates the result of direct influence test and
mediating variable test respectively.
4.5.1. Direct Influence Test
Direct influence test is utilized to describe hypotheses 1, 2, 3, and 4. By using standardized path
coefficient, the hypotheses are examined on each direct influence path partially. The result of the direct
influence test can be observed in Table 2 and Figure 2.
The hypothesis test result on the direct paths influence can be observed in Fig. 2. Based on the test
result that is statistically showed in Table 2 and Fig. 2, it leads to the description below.
There is positive and significant role of customer value on customer satisfaction. The result is
demonstrated by PLS analysis which obtains standardized path coefficient of 0.556 with p-value < 0.0001; thus,
it is significant. The path coefficient is positive; it implies that it has relationship in the same direction. It implies
that better customer value results in better satisfaction. Hence, hypothesis 1 is confirmed: there is positive and
significant role of customer value on customer satisfaction.
There is no positive and significant role of customer value on customer loyalty. The standardized path
coefficient from the PLS analysis result scores 0.107 with 0.192 p-value; thus, it is not significant. The result
6. The Role of Customer Value on Satisfaction and Loyalty…
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implies that either better or worse, customer value does not directly influence loyalty. Therefore, hypothesis 2
which states that there is positive and significant role of customer value on customer loyalty is not proven.
There is positive and significant role of customer satisfaction on customer loyalty. Based on the PLS
test result, it obtains 0.249 standardized path coefficient with 0.042 p-value; it means significant relationship.
The path coefficient is positive that creates direct relationship (in the same direction). Better satisfaction results
in better loyalty. Hence, hypothesis 3 is confirmed: there is positive and significant role of customer satisfaction
on customer loyalty.
4.5.2. Indirect Influence Test
Customer value influences customer loyalty through customer satisfaction. The role of customer value
on satisfaction is significant (0.556); the role of customer satisfaction on customer loyalty is significant as well
(0.249). Therefore, the indirect influence of customer value variable on customer loyalty trough customer
satisfaction obtains 0.14 path coefficient’s score. Based on this measurement result, it reveals similar direction
relationship since the coefficient is positive. Better customer value results in better customer loyalty whenever
there is a better customer satisfaction. Thus, hypothesis 4 is confirmed: there is the role of customer value on
customer loyalty when customers perceive positive and significant satisfaction.
V. CONCLUSION
Important and interesting finding of this research is the empirical proof which demonstrates that
customer value contributes to customer satisfaction which in turn creates customer loyalty. This result indicates
that based on the CRM concept which is comprehensively perceived through 3 realms (strategic, operational,
and analytical). In fact, customer value contributes to customer loyalty as mediated by customer satisfaction. It
concludes that customer value bring important contribution to improve customer loyalty. It implies that
customer value is important to be considered in the effort to implement effective CRM which is able to create
and retain customer loyalty.
On the other side of the relationship among research’s variables, this research confirms CRM theory as
the core business strategy which integrates internal process and function as well as external network to create
and deliver value to the customers in order to gain profit (Buttle, 2007). Based on that theory, it concludes that
customer value has important role in creating customer loyalty. Therefore, in the tight business competition
intensity, CRM concept which offers customer value needs to be implemented as the effort to sustain by
creating customer loyalty.
This is a survey research on Hypermart’s customers. The collected data come from customer’s
perception but do not provide in-depth information since there is no open-ended question item in the
questionnaire. Considering the result, customer value is the next important issue for practitioners to address as
the contribution of customer value on customer satisfaction and customer loyalty. The mean score of the
customer value does not reach 4 yet. Thus, it is suggested that Hypermart should improve its offering based on
the customer value such as enhancing functional value, emotional value, social value, customer service value,
and price fairness.
REFERENCES
[1]. Ueno, Satoshi, The Impact of Customer Relationship Management, USJP Occasional Paper 06-13. Cambridge, MA, 02138-2030,
2006.
[2]. Buttle, Francis, Customer Relationship Management, Elsevier Ltd. Amsterdam, 2007.
[3]. Zeithaml, Customer Perception of Price, Quality and Value: means-end Model and Systhesis of Evidence. Journal of Marketing,
52, 1988, 2-22.
[4]. Kotler, Philip, Marketing Management, The Millenium Edition. Prentice Hall. New Jersey, 2000.
[5]. McQuitty dan Adam Finn, Systematically Varying Consumer Satisfaction And Its Implications For Product Choice, Journal of
marketing. 10, 2000.
[6]. Kotler, Philip. & Armstrong, G., Principles Of Marketing, 11 th Edition. Prentice Hall. New Jersey, 2006.
[7]. Wang, Yonggui., Hing, P. L., Chi R., and Yang, Y., An Integrated Framework for Customer Value And Customer Relationship
Management Performance: A Customer Based Perspective from China. Managing Service Quality. 14. (2/33), 2004, 169-182.
[8]. Eggert, A. and Ulaga, W., Customer Perceived Value: A Substitute for Satisfaction in Business Market?, Journal of Business &
Industrial Marketing 17 (2/3), 2002.
[9]. Foster, Bob., Manajemen Ritel, Alfabeta, Bandung, 2008.
[10]. Bridson, Kerrie, Evans Jody dan Hickman Melissa, Assesing The Relationship Between Loyalty Program Attributes, Store
Satisfaction and Store Loyalty. Journal of Retailing and Consumer Services. 15, 2008, 364-374.