SERVICE QUALITY, BRAND IMAGE AND PRICE FAIRNESS IMPACT ON THE CUSTOMER STATISFACTION AND LOYALTY TOWARDS GRAB BIKE

Abstract: This study aims to analyze and explain the Effect of Service Quality, Brand Image, and Price Fairness Impact on Customer Satisfaction and Loyalty; The population used in this study are all customers who have used Grab Bike services, aged 17 years, and located in Samarinda City, with a total sample of 100 people. The data collection technique uses non-profitability sampling, the analysis is carried out using Partial Least Square (PLS) with the SmartPLS application version 3.8.9. The results showed that: Service quality has a positive and insignificant effect on customer satisfaction; Service Quality has a positive and insignificant effect on loyalty; Brand Image has a positive and significant effect on customer satisfaction; Brand Image has a positive and significant effect on loyalty; Price Fairness has a positive and significant effect on Customer Satisfaction; Price Fairness has a positive and significant effect on Loyalty; Customer Satisfaction has a positive and significant effect on Loyalty. Keywords: Service Quality, Brand Image, Price fairness, Customer Satisfaction and Loyalty Toward

Customer Perception of Service Quality, Price Fairness and Brand-image of Telecommunication Service Providers in Ghana and Its Impact on Customer Satisfaction and Loyalty

The rapid development and aggressive competition in the marketing segment in the telecommunication network industry coupled with increasing emergence of new service providers in Ghana has called for strategies aiming at enhancing and optimizing the customer loyalty of existing customer as well attracting newly potential customers. It is against this background that Customer loyalty has taken the center stage in the telecommunication network marketing.  Motivated by this, the paper examined the extent to which customer perceptions on service quality, service price fairness and brand image of the telecommunication service providers in Ghana influence customer loyalty. A total sample of two hundred and fifteen (215) customers of the telecommunication service providers in three regions in Ghana were randomly selected for the study. The structural equation modeling with the Smart PLS-SEM computer software version 3.0 was used to analysis the data collected. The results revealed that, there is a positive significant impact of customer perceptions on service quality, service price fairness, and brand image customer loyalty. There is also a positive significant impact of customer perceptions on service quality, service price fairness, and brand image on customer satisfaction. The mediation mechanism analysis also confirmed that customer satisfaction served as a partial mediation between customer perceptions on service quality, service price fairness, and brand image and customer loyalty. The study recommends that, Telecommunication network providers in Ghana place particular emphasis on improving their network, pricing, branding, coverage, connection, voice call, and overall network quality to improve customer satisfaction and loyalty . Keywords: Telecommunication Network Providers, Ghana, Customer Loyalty, Customer perception DOI: 10.7176/JMCR/75-02 Publication date: January 31st 2021

Service Quality, Brand Image and Price Fairness Impact on the Customer Satisfaction and Loyalty

[[abstract]]As the times progress and the enhancement of the public educational level, life insurance has been paid much attention day by day. Especially, medical insurance plays an important role in all sorts of life insurance. Medical insurance is the invisible merchandise. While customers buy the invisible products, they usually place an importance on invisible factors. The study problem into the direct impact on service quality, brand image and price fairness; This research anticipates after applying structural equation modeling (SEM), while customers buying the medical insurance; service quality and brand image has direct and positive impact on the customer satisfaction, service quality and brand image has no direct and positive impact on the customer loyalty. But service quality and brand image has direct and positive impact on the customer loyalty through customer satisfaction. After analysis, customer satisfaction has a direct and positive effect on customer loyalty. Finally, after measure of price fairness, whether it is a direct impact on customer satisfaction, customer loyalty, or indirectly affect customer loyalty through customer satisfaction, all have no significant impact.[[conferencetype]]國際[[conferencedate]]20111206~20111209[[iscallforpapers]]Y[[conferencelocation]]Singapore, Singapor

ANALISIS FAKTOR-FAKTOR YANG MEMPENGARUHI LOYALITAS KONSUMEN PADA PENGGUNA SICEPAT EKSPRES DI JAKARTA

Penjualan e-commerce melonjak di masa pandemi saat ini, seiring dengan lonjakan tajam dalam penjualan e-commerce, hal ini diikuti oleh tingginya permintaan akan jasa pengiriman barang. Maka dari itu, para penyedia jasa pengiriman barang harus memperhatikan kualitas yang diberikan karena aspek ini akan berdampak langsung pada rasa kepuasan dan tingkat loyalitas pelanggan. Penelitian ini menguji pengaruh pemulihan layanan, kewajaran harga, dan citra merek terhadap kepuasan konsumen. Penelitian ini juga menguji pengaruh pemulihan layanan, kewajaran harga, citra merek, dan kepuasan konsumen terhadap loyalitas konsumen. Metode pengumpulan data menggunakan metode survei. Objek penelitian ini adalah 200 responden yang merupakan pengguna SiCepat Ekspres di Jakarta yang pernah mengalami kegagalan layanan. Analisis data menggunakan SPPS versi 25 dan SEM (Structural Equation Modelling) AMOS versi 23. Hasil dari uji hipotesis menunjukan bahwa pemulihan layanan berpengaruh secara positif dan signifikan terhadap kepuasan konsumen dan loyalitas konsumen, kewajaran harga berpengaruh secara positif dan signifikan terhadap kepuasan konsumen dan loyalitas konsumen, citra merek berpengaruh secara positif dan signifikan terhadap kepuasan konsumen dan loyalitas konsumen, kepuasan konsumen berpengaruh secara positif dan signifikan terhadap loyalitas konsumen. Hasil penelitian ini bermanfaat bagi perusahaan SiCepat Ekspres untuk membuat strategi yang lebih baik dalam meningkatkan loyalitas konsumennya. Kata kunci: pemulihan layanan, kewajaran harga, citra merek, kepuasan konsumen, loyalitas konsumen E-commerce sales are soaring during the current pandemic, along with a sharp spike in e-commerce sales, this is followed by high demand for delivery services. Therefore, delivery service providers must pay attention to the quality provided because this aspect will have a direct impact on the sense of satisfaction and level of consumer loyalty. This study examines the impact of service recovery, price fairness, and brand image on consumer satisfaction. This study also examines the impact of service recovery, price fairness, brand image, and consumer satisfaction on consumer loyalty. The method of data collection using the survey method. The object of this research is 200 respondents who are SiCepat Express users in Jakarta who have experienced service failures. This research used SPSS software version 25 and SEM (Structural Equation Modelling) AMOS version 23 for data analysis. The results of the hypothesis test show that service recovery has a positive and significant impact on consumer satisfaction and consumer loyalty, price fairness has a positive and significant impact on consumer satisfaction and consumer loyalty, brand image has a positive and significant impact on consumer satisfaction and consumer loyalty, consumer satisfaction has a positive and significant impact on consumer loyalty. The results of this research beneficial for SiCepat Express company to make better strategies to increase customer loyalty. Keywords: service recovery, price fairness, brand image, consumer satisfaction, consumer loyalt

The role of customer experience in building brand loyalty within the service context

Customer experience theory, research, and practice represent an evolving area of study within the marketing discipline. Despite its importance, the customer experience concept remains vague and lacks a thorough theoretical foundation. This study addresses this gap in the literature and examines the antecedents and consequences of customer experience from customer perspectives. The study provides a conceptual framework building from a qualitative study and the existing literature. This article includes a formal test of the framework using a large-scale survey of British customers to examine their experience with resort-hotel brands. The results show price perception, core services, and word-of-mouth have a direct impact on how customers interpret their experiences with resort-hotel brands; perceived service quality plays a mediatory role in the relationship between servicescape, core service, and customer experience. Measuring validation strength of customer experience upon brand loyalty by best fit in combination with cross-sample predictive validity models is a valuable contribution of this study

CUSTOMER SATISFACTION AND BRAND LOYALTY IN THE HOTEL INDUSTRY

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 (brand image, price fairness) on customer satisfaction and Brand loyalty. A combination of a convenience and judgmental sample survey of 584 guests of three different hotels in Damascus was used to the test the hypotheses. The results illustrate that customer satisfaction significantly affects customer loyalty. Also, the factors of brand image and price fairness affect Brand loyalty. Customer perception of brand image and price fairness are almost equally to build up the satisfaction. We suggest that managers should consider price fairness as foundations to build up customer satisfaction, Brand loyalty and, also to improve brand image as an added on value for customers

PRICING STRATEGY USED AS A TOOL FOR BUILDING CUSTOMER SATISFACTION IN THE RETAIL SECTOR

The purpose of this article is to highlight the importance of pricing strategy in the retail sector and the power of their influence on consumer behavior. Merchants should consider the price generates perceptions and can influence consumer behavior and buying customers. They must also understand how to participate in the price of consumer satisfaction.Consumer behaviour, price strategy, retail, price satisfaction, price fairness

Critical review of the e-loyalty literature: a purchase-centred framework

Over the last few years, the concept of online loyalty has been examined extensively in the literature, and it remains a topic of constant inquiry for both academics and marketing managers. The tremendous development of the Internet for both marketing and e-commerce settings, in conjunction with the growing desire of consumers to purchase online, has promoted two main outcomes: (a) increasing numbers of Business-to-Customer companies running businesses online and (b) the development of a variety of different e-loyalty research models. However, current research lacks a systematic review of the literature that provides a general conceptual framework on e-loyalty, which would help managers to understand their customers better, to take advantage of industry-related factors, and to improve their service quality. The present study is an attempt to critically synthesize results from multiple empirical studies on e-loyalty. Our findings illustrate that 62 instruments for measuring e-loyalty are currently in use, influenced predominantly by Zeithaml et al. (J Marketing. 1996;60(2):31-46) and Oliver (1997; Satisfaction: a behavioral perspective on the consumer. New York: McGraw Hill). Additionally, we propose a new general conceptual framework, which leads to antecedents dividing e-loyalty on the basis of the action of purchase into pre-purchase, during-purchase and after-purchase factors. To conclude, a number of managerial implementations are suggested in order to help marketing managers increase their customers’ e-loyalty by making crucial changes in each purchase stage

What Drives Customer Satisfaction? : Evidence From Customer Fast Food Restaurant Indonesia

This study aims to examine the positive effect of food quality and brand image on satisfaction and to examine the positive effect of satisfaction on word mouth. Then, tested the moderation of price fairness on the relationship between product quality and brand image and tested the moderation of price fairness on the relationship between satisfaction and word of mouth. Methods of data collection by using a questionnaire. The number of samples in this study were 260 fast food restaurant customers. Data analysis with partial least square-structural equation modeling (PLS-SEM). The results showed that food quality and brand image had a positive effect on satisfaction, then satisfaction had a positive effect on word of mouth. Furthermore, price fairness does not moderate the relationship between product quality and satisfaction, the relationship between brand image and satisfaction, the relationship between satisfaction and word of mouth. Keywords: brand image, food quality, price, satisfaction, word of mout

Investigating brand equity of third-party service providers

Purpose: This research applies theory and techniques from the services and marketing literature to a supply chain context consisting of a shipper or seller, a customer or buyer, and a third-party logistics service provider (3PL) to investigate corporate brand equity resulting from service quality, customer satisfaction and customer loyalty towards the 3PL. Design/methodology/approach: A conceptual model was developed from the literature and tested with Finnish industrial firms using an online survey. Data were analysed using structural equation modelling to examine relationships among the four constructs. Findings: Hypothesised relationships among the four constructs in the conceptual model were supported however the relationship between loyalty and corporate brand equity was weak. Research limitations/implications: This investigatory research is based on a one country sample making transferability and generalisability to other countries difficult. Practical implications: The findings of this research should enable 3PL managers to determine service offerings that are most important to either shippers or customers, develop a service package using such offerings to satisfy needs, and thus build loyalty and corporate brand equity among both parties. Originality/value: This paper adds to our knowledge of these constructs in a supply chain context, particularly for 3PLs, and provides an interdisciplinary approach to research in the supply chain domain