The Effect of Perceived Quality, Customer Satisfaction, Corporate Image, Customer Experience on Customer Loyalty

Missy Salim, Rodhiah Rodhiah

Abstract


The purpose of this study was to examine the effect of perceived quality, customer satisfaction, corporate image and customer experience on customer loyalty. The population of this study are users of the LINE Webtoon application in Jakarta. This study uses a sample with a non-probability method. The sample selection technique is purposive sampling. The number of samples is 100 respondents who use the LINE Webtoon application. The data collection technique used a questionnaire distributed online via google form. The analysis technique uses SEM which is then processed with smartPLS. The results of this study indicate that perceived quality and customer experience have a positive and significant effect on customer loyalty. However, customer satisfaction and company image have no significant effect on customer loyalty.


Keywords


Perceived quality; customer satisfaction; company image; customer experience; customer loyalty

Full Text:

PDF

References


Ajzen, I. (1991). The Theory of Planned Behavior. Organizational Behavior and Human Decision Processes, 50(2), 79-211.

Casidy, R. & Wymer, W. (2016). Journal of Retailing and Consumer Services A risk worth taking: Perceived risk as moderator of satisfaction, loyalty, and willingness-to-pay premium price. Journal of Retailing and Consumer Services, 32, 189-197. https://doi.org/10.1016/j.jretconser.2016.06.014.

Chi, H., Yeh, H. & Guo, T. (2018). Salary or job interest? How salary and job interest moderates the willingness to apply for a job. Journal of Business Administration 10(1), 64-78.

Fishbein, M., and Ajzen, 1. 1975. Belief, attitude, intention, and behavior: An introduction to theory and research, Reading, MA: Addison.Wesley.

Gardiazabal, P., Bianchi, C. & Saleh, M. A. (2020). The transformational potential of Latin American retail experiences. Journal of Services Marketing, 34(6), 769–783.

Haron, R., Subar, N. A. & Ibrahim, K. (2020). Service quality of Islamic banks: satisfaction, loyalty and the mediating role of trust. Islamic Economic Studies 28(1), 3-23.

Hussain, R., Nasser, A.A. and Hussain, Y.K. (2015). Service quality and customer satisfaction of a UAE-based airline: an empirical investigation. Journal of Air Transport Management, 42(1), 167-175.

Kamath, P. R., Pai, Y. P., & Prabhu, N. K. P. (2020). Building customer loyaltyin retail banking: a serial-mediation approach. International Journal of Bank Marketing, 38(2), 456-484.

Kandampully, J., Zhang, T. & Bilgihan, A. (2015). Customer loyalty: A review and future directions with a special focus on the hospitality industry. International Journal of Contemporary Hospitality Management, 27(3), 379-414.

Kompas. (2021). Jumlah Pengguna Internet Indonesia 2021 Tembus 202 Juta. https://tekno.kompas.com/read/2021/02/23/16100057/jumlah-pengguna-internet indonesia-2021-tembus-202-juta. Diakses pada 20 September 2021.

Kotler, P. & Armstrong, G. 2012. Principles of Marketing. New Jersey: Prentice Hall.

Lemke, F., Clark, M., & Wilson, H. (2011). Customer experience quality: an exploration in business and consumer contexts using repertory grid technique. Journal of the Academy of Marketing Science, 39(6), 846-869.

Loureiro, S. M. C., Miranda. F. J. & Breazeale, M. (2014). Who Needs Delight? The Greater Impact of Value, Trust and Satisfaction in Utilitarian, Frequent-Use Retail. Journal of Service Management, 25(1), 101-124.

Mainardes, E. W., Gomes, V. C. A., Marchiori, D., Correa, L. E. & Guss, V. (2019). Consequences of customer experience quality on franchises and non-franchises models. International Journal of Retail & Distribution Management 47(3), 311-33. DOI 10.1108/IJRDM-09-2018-0211

Makanyeza,C. & Chikazhe, L. (2017). Mediators of the relationship between service quality and customer loyalty Evidence from the banking sector in Zimbabwe. International Journal of Bank Marketing, 35(3), 540-556.

Makudza,F. (2020) Augmenting customer loyalty through customer experience management in the banking industry. Journal of Asian Business and Economic Studies 28(3), 191-203. DOI 10.1108/JABES-01-2020-0007.

Minkiewicz, J., Evans, J., Bridson, K. & Mavondo, F. (2011). Corporate image in the leisure services sector. Journal of Services Marketing, 25(3), 190–201.

Morgan, S. & Govender, K. (2017). Exploring customer loyalty in the South African mobile telecommunications sector. Cogent Business & Management, 4(1), 1273816.

Nobar, H. B. K. & Rostamzadeh, R. (2018). The impact of customer satisfaction, customer experience and customer loyalty on brand power: Empirical evidence from hotel industry. Journal of Business Economics and Management, 19(2), 417-130.

Oliver, R. L. (2015). Satisfaction a behavioral perspective on the customer (10th ed.). Routledge.

Özkan, Pınar; Süer, Seda; Keser, İstem Köymen; İpek Deveci Kocakoç. (2020). The effect of service quality and customer satisfaction on customer loyalty: The mediation of perceived value of services, corporate image, and corporate reputation, 38(2), 384-405. DOI:10.1108.

Prasadh, R.R. (2018). Examining The Roles of Perceived Quality and Customer Satisfaction as Predictors of Customer Loyalty in The Indian E-Banking Context. Journal of Management Research, 18(3), 176–187.

Shah, M. et al. (2020). The Development Impact of PT. Medco E & P Malaka on Economic Aspects in East Aceh Regency. Budapest International Research and Critics Institute-Journal (BIRCI-Journal). P. 276-286.

Smith, T. A. (2020). The role of customer personality in satisfaction, attitude-to- brand and loyalty in mobile services. Spanish Journal of Marketing - ESIC, 24(2), 155-175.

Snoj, B., Pisnik Korda, A. and Mumel, D. (2004). The relationships among perceived quality, perceived risk and perceived product value. Journal of Product & Brand Management, 13(3), 156-167.

Srivastava, M. & Kaul, D. (2016). Exploring the link between customer experience–loyalty–consumer spend. Journal of Retailing and Consumer Services, 31, 277-286.

Sujata, J., Saksham, S. M. & Tanvi, G. (2014). Developing Smart Cities: An Integrated Framework. Procedia Computer Science, 93,902-909.

Thio, J. Y. & Rodhiah. (2021). Pengaruh Service Encounter Quality, Brand Attitude, Image, Trust Terhadap Customer Loyalty Di Garuda Indonesia. Jurnal Manajerial dan Kewirausahaan. 3, (4), 1019-1028.

Wang, C-Y. & Wu, L-W. (2012). Customer loyalty and the role of relationship length. Managing Service Quality, 22(1), 58-74.

Williams, S. G. (2012). The Ethics of Internet Research. Online Journal of Nursing Informatics, 16 (2).

Wu, H.C. (2014). The effects of customer satisfaction, perceived value, corporate image and service quality on behavioural intentions in gaming establishments. Asia Pacific Journal of Marketing and Logistics, 26(4), 540-565.




DOI: https://doi.org/10.33258/birci.v5i1.3844

Article Metrics

Abstract view : 475 times
PDF - 294 times

Refbacks

  • There are currently no refbacks.


Creative Commons License
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.

 

Creative Commons License
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.