The effects of customer satisfaction, perceived service quality, perceived value, and brand image on customer loyalt

Q1 Decision Sciences

Uncertain Supply Chain Management Pub Date : 2023-01-01 DOI:10.5267/j.uscm.2023.1.004

Mochammad Jasin, Arif Firmansyah, H. U. Anisah, I. Junaedi, I. Haris

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引用次数: 4

Abstract

The purpose of this study was to analyze the effects of customer satisfaction, service quality, perceived value and brand image on consumer loyalty through a quantitative method. The research was conducted in schools in Indonesia. The sample of respondents in this study were 308 of owners of Small and Medium Enterprises (SMEs). The sampling method used was simple random sampling. Data collection techniques were accomplished using online questionnaires through social media. The measurement scale in this study was a Likert scale with a range of 1-7 and data analysis was performed using structural equation modeling (SEM) with data processing software SmartPLS software. The independent variables in this study were customer satisfaction, perceived service quality, perceived value, and brand image, while the dependent variable was customer loyalty. Based on the results of the study, it was found that satisfaction has a positive and significant effect on consumer loyalty. However, perceived service quality, perceived value and brand image had no significant effects on consumer loyalty.

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顾客满意、感知服务质量、感知价值和品牌形象对顾客忠诚的影响

本研究的目的是通过定量的方法分析顾客满意、服务质量、感知价值和品牌形象对消费者忠诚的影响。这项研究是在印度尼西亚的学校进行的。本研究的调查对象为308名中小企业业主。抽样方法为简单随机抽样。数据收集技术是通过社交媒体的在线问卷来完成的。本研究的测量量表为李克特量表，范围为1-7，数据分析采用结构方程建模(SEM)，数据处理软件为SmartPLS软件。本研究以顾客满意、感知服务品质、感知价值、品牌形象为自变量，以顾客忠诚为因变量。根据研究结果，我们发现满意度对消费者忠诚度有显著的正向影响。而感知服务质量、感知价值和品牌形象对消费者忠诚度的影响不显著。

本文章由计算机程序翻译，如有差异，请以英文原文为准。

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来源期刊

Uncertain Supply Chain Management Decision Sciences-Statistics, Probability and Uncertainty

CiteScore

5.60

自引率

0.00%

发文量

112

期刊介绍： Supply chain management (SCM) plays an essential role in managing the movement of raw materials into an organization, certain issues of the internal processing of materials into finished goods, and the movement of finished products out of the organization for end-consumer delivery. The goal of SCM is to improve trust and collaboration among supply chain partners and to improve inventory visibility. However, many SCM problems deal with uncertain events such as uncertainty in demand, supply, quality, price, etc. This forum is dedicated to all scholars who wish to share their ideas about uncertainty in SCM problems. Uncertain supply chain management is a quarterly publication dedicated to all scientists in all over the world who wish to share their experiences and knowledge in this field. Our policy is to perform a peer review on all submitted articles and publishes original and high quality articles.