IDEAS home Printed from https://ideas.repec.org/a/iaf/journl/y2021i3p125-134.html
   My bibliography  Save this article

Influence of Service Quality, Innovation, Price, Promotion on Customer Satisfaction and Customer Loyalty

Author

Listed:
  • Yuliana Hapsari

    (Jakarta State University, Jakarta, Indonesia)

  • Usep Suhud

    (Jakarta State University, Jakarta, Indonesia)

  • Saparuddin Mukhtar

    (Jakarta State University, Jakarta, Indonesia)

Abstract

Tired of the Covid-19 pandemic, many people are in a dilemma and confused about where to go on vacation; besides, people are still considering going to the desired tourist attractions. In such conditions, public interest in theme parks is growing. The purpose of this study is to determine the effect of service quality, innovation, price, promotion on customer satisfaction. In this study, customer satisfaction is considered as the intervening variable that has an impact on customer loyalty. The object of study is Ancol Dreamland Park - a top-rated theme park for traveling in Jakarta (Indonesia). Participants in this study were visitors who had come to the Ancol Dreamland Park during the Covid-19 pandemic more than once, were 17 years old and over, and were domiciled in Greater Jakarta. The sample consisted of 200 respondents: 101 females (50.5%) and 99 males (49.5%). The research methodology is based on the use of the quantitative method and causal research. For data analysis, the authors use the SEM (Structural Equation Model), SPSS (Statistical Program for Social Science), and Amos 26 software. The results of this study show that service quality, innovation, price perception, promotion have a significant positive effect on customer satisfaction. Along with this, customer satisfaction has a significant positive effect on customer loyalty. So, the increase in customer satisfaction leads to an increase in customer loyalty, although this increase may not be felt immediately. However, customer satisfaction is a good strategy for the future, because customers will want to visit this theme park again and share their positive feedback with other people. These findings should guide the management of such amusement parks to improve the quality of services. In particular, the quality of service can be improved by paying attention to cleanliness, health, and visitor safety, which are very much needed during this COVID-19 pandemic.

Suggested Citation

  • Yuliana Hapsari & Usep Suhud & Saparuddin Mukhtar, 2021. "Influence of Service Quality, Innovation, Price, Promotion on Customer Satisfaction and Customer Loyalty," Oblik i finansi, Institute of Accounting and Finance, issue 3, pages 125-134, September.
  • Handle: RePEc:iaf:journl:y:2021:i:3:p:125-134
    DOI: 10.33146/2307-9878-2021-3(93)-125-134
    as

    Download full text from publisher

    File URL: http://www.afj.org.ua/pdf/857-vpliv-yakosti-obslugovuvannya-innovaciy-cin-promo-kompaniy-na-zadovolenist-ta-loyalnist-klientiv.pdf
    Download Restriction: no

    File URL: http://www.afj.org.ua/en/article/857/
    Download Restriction: no

    File URL: https://libkey.io/10.33146/2307-9878-2021-3(93)-125-134?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    References listed on IDEAS

    as
    1. Kasiri, Leila Agha & Guan Cheng, Kenny Teoh & Sambasivan, Murali & Sidin, Samsinar Md., 2017. "Integration of standardization and customization: Impact on service quality, customer satisfaction, and loyalty," Journal of Retailing and Consumer Services, Elsevier, vol. 35(C), pages 91-97.
    2. Dziallas, Marisa & Blind, Knut, 2019. "Innovation indicators throughout the innovation process: An extensive literature analysis," Technovation, Elsevier, vol. 80, pages 3-29.
    Full references (including those not matched with items on IDEAS)

    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. Bentivoglio, Deborah & Bucci, Giorgia & Belletti, Matteo & Finco, Adele, 2022. "A theoretical framework on network’s dynamics for precision agriculture technologies adoption," Revista de Economia e Sociologia Rural (RESR), Sociedade Brasileira de Economia e Sociologia Rural, vol. 60(4), January.
    2. Nils Grashof, 2020. "Sinking or swimming in the cluster labour pool? A firm-specific analysis of the effect of specialized labour," Jena Economics Research Papers 2020-006, Friedrich-Schiller-University Jena.
    3. Wenxin & W. & Bentum-Micah & G. & Zhiqiang & M. & Bing & L. & Asabea Addo & A. & Boadi & B.E. & Atuahene & A.S. & Bondzie-Micah & V., 2020. "The Influence of Encounter Service Quality on Patient Satisfaction: An Empirical Study in Chinese Public Hospitals," International Journal of Economics & Business Administration (IJEBA), International Journal of Economics & Business Administration (IJEBA), vol. 0(3), pages 461-477.
    4. Phichhang Ou & Sidet Thet & Venviv Soem & Phannet Hor & Laisoeung Ean & Davann Theng, 2024. "Determinants of customer satisfaction of mobile network providers in Cambodia: a study of hybrid model of structural equation modeling (SEM) and artificial neural network (ANN)," SN Business & Economics, Springer, vol. 4(8), pages 1-31, August.
    5. Davine N. G. Janssen & Eunice Pereira Ramos & Vincent Linderhof & Nico Polman & Chrysi Laspidou & Dennis Fokkinga & Duarte de Mesquita e Sousa, 2020. "The Climate, Land, Energy, Water and Food Nexus Challenge in a Land Scarce Country: Innovations in the Netherlands," Sustainability, MDPI, vol. 12(24), pages 1-27, December.
    6. Laith Walid Fatafta & Bader Obeidat & Ashraf Bany Mohammed & Raed Kareem Kanaan, 2019. "The Effect of Information Technology on Organizational Performance: The Mediating Role of Quality Management Capabilities," Journal of Social Sciences (COES&RJ-JSS), , vol. 8(3), pages 456-480, July.
    7. Bhatt, Ayushman & Kato, Hironori, 2021. "High-speed rails and knowledge productivity: A global perspective," Transport Policy, Elsevier, vol. 101(C), pages 174-186.
    8. Nguyen Huy Khanh & Hoang Thuy Dam Luong, 2022. "Customer behavioral intentions in accepting technology-based ride-hailing service: Empirical study from Vietnam," Management & Marketing, Sciendo, vol. 17(3), pages 272-291, September.
    9. Godinho, Manuel Mira & Simões, Vítor Corado, 2023. "The Tech Cold War: What can we learn from the most dynamic patent classes?," International Business Review, Elsevier, vol. 32(6).
    10. Doloreux, David & Shearmur, Richard, 2023. "Does location matter? STI and DUI innovation modes in different geographic settings," Technovation, Elsevier, vol. 119(C).
    11. Paredes-Frigolett, Harold & Pyka, Andreas & Leoneti, Alexandre Bevilacqua, 2021. "On the performance and strategy of innovation systems: A multicriteria group decision analysis approach," Technology in Society, Elsevier, vol. 67(C).
    12. Lota D. Tamini & Aristide B. Valéa, 2021. "Investment in research and development and export performances of Canadian small and medium‐sized agri‐food firms," Canadian Journal of Agricultural Economics/Revue canadienne d'agroeconomie, Canadian Agricultural Economics Society/Societe canadienne d'agroeconomie, vol. 69(3), pages 311-336, September.
    13. Ekaterina S. Titova, 2019. "Biofuel Application as a Factor of Sustainable Development Ensuring: The Case of Russia," Energies, MDPI, vol. 12(20), pages 1-30, October.
    14. Klessova, Svetlana & Engell, Sebastian & Thomas, Catherine, 2022. "Assessment of the advancement of market-upstream innovations and of the performance of research and innovation projects," Technovation, Elsevier, vol. 116(C).
    15. Lucas, Sterenn & Soler, Louis-Georges & Rouvin, Etienne, 2020. "Success factors of innovations," Working Papers 302471, Institut National de la recherche Agronomique (INRA), Departement Sciences Sociales, Agriculture et Alimentation, Espace et Environnement (SAE2).
    16. Catherine Njoki Chege & Kenneth Wanjau & Severina Nkirina, 2019. "Relationship between empathy dimension and customer satisfaction in the insurance industry in Kenya," International Journal of Research in Business and Social Science (2147-4478), Center for the Strategic Studies in Business and Finance, vol. 8(6), pages 357-366, October.
    17. Barbero, Javier & Zabala-Iturriagagoitia, Jon Mikel & Zofío, José L., 2021. "Is more always better? On the relevance of decreasing returns to scale on innovation," Technovation, Elsevier, vol. 107(C).
    18. Noor Ul Hadi & Nadia Aslam & Amir Gulzar, 2019. "Sustainable Service Quality and Customer Loyalty: The Role of Customer Satisfaction and Switching Costs in the Pakistan Cellphone Industry," Sustainability, MDPI, vol. 11(8), pages 1-17, April.
    19. Inoue, Yuki, 2021. "Indirect innovation management by platform ecosystem governance and positioning: Toward collective ambidexterity in the ecosystems," Technological Forecasting and Social Change, Elsevier, vol. 166(C).
    20. Sáenz-Royo, Carlos & Lozano-Rojo, Álvaro, 2023. "Authoritarianism versus participation in innovation decisions," Technovation, Elsevier, vol. 124(C).

    More about this item

    Keywords

    service quality; innovation; price; promotion; customer satisfaction; customer loyalty; theme park;
    All these keywords.

    JEL classification:

    • M30 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Marketing and Advertising - - - General

    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:iaf:journl:y:2021:i:3:p:125-134. 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: Serhiy Ostapchuk (email available below). General contact details of provider: https://edirc.repec.org/data/iafkvua.html .

    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.