IDEAS home Printed from https://ideas.repec.org/a/eco/journ3/2019-01-11.html
   My bibliography  Save this article

Effect of Brand Image, the Quality and Price on Customer Satisfaction and Implications for Customer Loyalty PT Strait Liner Express in Jakarta

Author

Listed:
  • Subaebasni Subaebasni

    (PT. Albadriyah Widsata,)

  • Henny Risnawaty

    (PT. Straitliner Express,)

  • A.R. Arie Wicaksono

    (Politeknik APP Jakarta Kemenperin, Indonesia.)

Abstract

The purpose of this study was to determine the effect of brand image, service quality and price both partially and simultaneously to the customer satisfaction and the impact of customer satisfaction on customer loyalty. Using quantitative research methods, with a sample of 171 respondents. Data were analyzed using Structural Equation Modeling (SEM). The results of the analysis showed that the partial towards customer satisfaction, the brand image variable has a positive and significant impact with a coefficient of 0.773. Variable quality of service has a positive and significant impact with a coefficient of 0.720, the price variable price has a positive and significant impact with a coefficient of 0.683. In partial variable customer satisfaction with loyalty has a positive and significant impact with a coefficient of 0.602. The results of the analysis showed that simultaneous independent variables to customer satisfaction positively and significantly with a coefficient of 0.720. The results of the analysis showed that the partial loyalty, brand image variable has a positive and significant impact with a coefficient of 0.672. Variable quality of service has a positive and significant impact with a coefficient of 0.739, the price variable price has a positive and significant impact with a coefficient of 0.739. The results of the analysis showed that simultaneous independent variables loyalty, positive and significant impact with a coefficient of 0.734.

Suggested Citation

  • Subaebasni Subaebasni & Henny Risnawaty & A.R. Arie Wicaksono, 2019. "Effect of Brand Image, the Quality and Price on Customer Satisfaction and Implications for Customer Loyalty PT Strait Liner Express in Jakarta," International Review of Management and Marketing, Econjournals, vol. 9(1), pages 90-97.
    • Handle: RePEc:eco:journ3:2019-01-11
    as

    Download full text from publisher

    File URL: https://www.econjournals.com/index.php/irmm/article/download/7440/pdf
    Download Restriction: no
    File URL: https://www.econjournals.com/index.php/irmm/article/view/7440/pdf
    Download Restriction: no
    ---><---

    References listed on IDEAS

    as
    1. Luc Renneboog & Christophe Spaenjers, 2013. "Buying Beauty: On Prices and Returns in the Art Market," Management Science, INFORMS, vol. 59(1), pages 36-53, February.
    2. Silvia Bellezza & Anat Keinan, 2014. "Brand Tourists: How Non-Core Users Enhance the Brand Image by Eliciting Pride," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 41(2), pages 397-417.
    3. Terpstra, Maarten & Verbeeten, Frank H.M., 2014. "Customer satisfaction: Cost driver or value driver? Empirical evidence from the financial services industry," European Management Journal, Elsevier, vol. 32(3), pages 499-508.
    4. Nada Al Mehrzi & Sanjay Kumar Singh, 2016. "Competing through employee engagement: a proposed framework," International Journal of Productivity and Performance Management, Emerald Group Publishing Limited, vol. 65(6), pages 831-843, July.
    5. Gauthier, Céline & Lehar, Alfred & Souissi, Moez, 2012. "Macroprudential capital requirements and systemic risk," Journal of Financial Intermediation, Elsevier, vol. 21(4), pages 594-618.
    6. Uncles, Mark D. & East, Robert & Lomax, Wendy, 2013. "Good customers: The value of customers by mode of acquisition," Australasian marketing journal, Elsevier, vol. 21(2), pages 119-125.
    7. Neha Gupta & Vandna Sharma, 2016. "Exploring Employee Engagement—A Way to Better Business Performance," Global Business Review, International Management Institute, vol. 17(3_suppl), pages 45-63, June.
    8. Lin, Zhibin & Chen, Ye & Filieri, Raffaele, 2017. "Resident-tourist value co-creation: The role of residents' perceived tourism impacts and life satisfaction," Tourism Management, Elsevier, vol. 61(C), pages 436-442.
    Full references (including those not matched with items on IDEAS)

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. Lusiana Pratiwi & Sunaryo Sunaryo, 2021. "The effect of e-service quality on e-loyalty mediated by e-trust and brand image variables," International Journal of Research in Business and Social Science (2147-4478), Center for the Strategic Studies in Business and Finance, vol. 10(6), pages 56-62, September.
    2. Dhanang Suryo Kusumo & Didik J. Rachbini & Endi Rekarti, 2021. "Quality of services and prices in promoting customer satisfaction and customer loyalty services of container transportation facilities. Case Study at PT. Yang Ming Shipping Indonesia," Technium Social Sciences Journal, Technium Science, vol. 21(1), pages 645-660, July.
    3. Qingyu Zhang & Sohail Ahmad, 2022. "Linking Corporate Social Responsibility, Consumer Identification and Purchasing Intention," Sustainability, MDPI, vol. 14(19), pages 1-17, October.

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Dwi Sihono Raharjo & Sulistiasih Sulistiasih, 2019. "The Model of Manufacturing Industries Employee Performance," International Review of Management and Marketing, Econjournals, vol. 9(5), pages 82-86.
    2. Meswantri Meswantri & Awaludin Ilyas, 2018. "Determinant of Employee Engagement and Its Implications on Employee Performance," International Review of Management and Marketing, Econjournals, vol. 8(3), pages 36-44.
    3. Larsen Barasa & April Gunawan & Bambang Sumali, 2018. "Determinants of Job Satisfaction and it’s Implication on Employee Performance of Port Enterprises in DKI Jakarta," International Review of Management and Marketing, Econjournals, vol. 8(5), pages 43-49.
    4. Chang, Carolyn W. & Li, Xiaodan & Lin, Edward M.H. & Yu, Min-Teh, 2018. "Systemic risk, interconnectedness, and non-core activities in Taiwan insurance industry," International Review of Economics & Finance, Elsevier, vol. 55(C), pages 273-284.
    5. Gerardo Manzo & Antonio Picca, 2020. "The Impact of Sovereign Shocks," Management Science, INFORMS, vol. 66(7), pages 3113-3132, July.
    6. Kelly, Robert & O'Toole, Conor, 2016. "Lending Conditions and Loan Default: What Can We Learn From UK Buy-to-Let Loans?," Research Technical Papers 04/RT/16, Central Bank of Ireland.
    7. Eric Fur, 2023. "Risk and return of classic car market prices: passion or financial investment?," Journal of Asset Management, Palgrave Macmillan, vol. 24(1), pages 59-68, February.
    8. Yuexin Li & Xiaoyin Ma & Luc Renneboog, 2024. "In Art We Trust," Management Science, INFORMS, vol. 70(1), pages 98-127, January.
    9. Salvatore Bimonte & Antonella D’Agostino, 2021. "Tourism development and residents’ well-being: Comparing two seaside destinations in Italy," Tourism Economics, , vol. 27(7), pages 1508-1525, November.
    10. Ursprung, Heinrich W., 2021. "Financial returns to collecting rare political economy books," European Journal of Political Economy, Elsevier, vol. 70(C).
    11. David, Geraldine, 2016. "Art as an investment in a historical perspective," Other publications TiSEM 2361da4b-d827-4cae-91ce-1, Tilburg University, School of Economics and Management.
    12. Kim, Jungkeun, 2019. "The impact of different price promotions on customer retention," Journal of Retailing and Consumer Services, Elsevier, vol. 46(C), pages 95-102.
    13. April Gunawan & Larsen Barsa & Hotman Tua, 2018. "Determinant of Lecturers Work Satisfaction and Implication on Lecturers Performance at Maritime Higher Education in DKI Jakarta," International Review of Management and Marketing, Econjournals, vol. 8(4), pages 14-23.
    14. Meg Adachi-Sato & Chaiporn Vithessonthi, 2016. "Bank Systemic Risk and Corporate Investment," PIER Discussion Papers 17., Puey Ungphakorn Institute for Economic Research, revised Jan 2016.
    15. David, Géraldine & Li, Yuexin & Oosterlinck, Kim & Renneboog, Luc, 2021. "Art in Times of Crisis," Discussion Paper 2021-026, Tilburg University, Center for Economic Research.
    16. Ran Liu & Tai-Chee Wong, 2019. "Rural Tourism in Globalizing Beijing: Reproduction of the Mountainous Suburbs into a New Space of Leisure Consumption," Sustainability, MDPI, vol. 11(6), pages 1-20, March.
    17. Bogdan-Constantin Ibănescu & Oana Mihaela Stoleriu & Alina Munteanu & Corneliu Iațu, 2018. "The Impact of Tourism on Sustainable Development of Rural Areas: Evidence from Romania," Sustainability, MDPI, vol. 10(10), pages 1-19, October.
    18. Zhaoyang Guo & Siyu Hou & Qingchang Li, 2020. "Corporate Social Responsibility and Firm Value: The Moderating Effects of Financial Flexibility and R&D Investment," Sustainability, MDPI, vol. 12(20), pages 1-17, October.
    19. Aye, Goodness C. & Gil-Alana, Luis A. & Gupta, Rangan & Wohar, Mark E., 2017. "The efficiency of the art market: Evidence from variance ratio tests, linear and nonlinear fractional integration approaches," International Review of Economics & Finance, Elsevier, vol. 51(C), pages 283-294.
    20. Ebrahimi Kahou, Mahdi & Lehar, Alfred, 2017. "Macroprudential policy: A review," Journal of Financial Stability, Elsevier, vol. 29(C), pages 92-105.

    More about this item

    Keywords

    Influence of Brand Image; Quality Service; Price; Customer Satisfaction and Customer Loyalty;
    All these keywords.

    JEL classification:

    • M21 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Business Economics - - - Business Economics
    • M31 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Marketing and Advertising - - - Marketing
    • Z33 - Other Special Topics - - Tourism Economics - - - Marketing and Finance

    Statistics

    Access and download statistics

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:eco:journ3:2019-01-11. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Ilhan Ozturk (email available below). General contact details of provider: http://www.econjournals.com .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.