Study The Effects Of Corporate Image, Service Quality And Price Perceptions On Customer Satisfaction And Purchase Loyalty (A Survey On Pertamina In South Sulawesi Province)



Abstract Views
1864

Downloads
1505

Citations

Share

##plugins.themes.bootstrap3.article.sidebar##

Submitted Feb 16, 2020
Published Mar 2, 2020
10.24018/ejbmr.2020.5.2.243

Abstract viewed = 1864 times

Table of Contents

##plugins.themes.bootstrap3.article.main##

This study seeks to analyze the influence of corporate image, quality services and price perceptions of Pertamina product customer satisfaction, analyze the influence of corporate image, service quality and price perceptions on purchase loyalty, analyze customer satisfaction on purchase loyalty, and analyze the influence of corporate image, service quality and price perception through customer satisfaction on purchase loyalty. The study was conducted at the Pertamina Office in South Sulawesi Province with a population of 5,540 people and a sample of 277 respondents based on a 5% Quota sampling method. Data were analyzed using the Structural Equation Model using AMOS 18. The results found that corporate image, service quality and price perception had a positive and significant effect on customer satisfaction. Corporate image, service quality and price perception have a positive and significant effect on purchase loyalty. Customer satisfaction has a positive and significant effect on purchase loyalty. Feelings of pleasure using the product as an actualization of the attitude of customer loyalty, corporate image and service quality through customer satisfaction has a positive and significant effect on purchase loyalty, while price perception through customer satisfaction has a positive and insignificant effect on purchase loyalty. 

Keywords: Corporate image service quality price perception satisfaction purchase loyalty

Downloads

Download data is not yet available.

References

  1. Kurtubi, (2019). Product and Service Marketing. Pustakajaya Publisher, Jakarta.
     Google Scholar
  2. Kotler, P. (2015). Marketing management: the millennium edition (Vol. 199). Upper Saddle River, NJ: Prentice Hall.
     Google Scholar
  3. Griffin, Peterson, (2015). The Image Important for Business Company. Published by John Wiley and Sons, New York.
     Google Scholar
  4. Warokka, A., Sjahruddin, H., Sriyanto, S., Noerhartati, E., Saddhono, K. (2020). Digital marketing support and business development using online marketing tools: An experimental analysis. International Journal of Psychosocial Rehabilitation. Volume: 24. Issues: 1. 1181-1188
     Google Scholar
  5. Boyest, Jacob, (2018). Marketing and Market Image. Published by John Wiley and Sons, New York.
     Google Scholar
  6. Wilson, Domascus. (2017). Marketing Competitive and Performance. Prentice Hall Cliffs, New Jersey.
     Google Scholar
  7. Parasuraman, A. Valerie. (2015). Delivering Quality Service. The Free Press, New York. (Translated by Sutanto).
     Google Scholar
  8. Bukhari, Alma. (2016). Marketing Services and Products. Rineka Cipta Publisher, Jakarta
     Google Scholar
  9. Warokka, A., Sjahruddin, H., Reni, A., Baihaqi, Nasution, E.S. (2020). Data mining, financial performance and financial decisions on business: Evidence from digital marketing.. International Journal of Psychosocial Rehabilitation. Volume: 24. Issues: 1. 1160-1168.
     Google Scholar
  10. Kerby, R.H. (2014). Principles of Image Image Marketing. 10th ed. Published of Prentice Hall, New Jersey.
     Google Scholar
  11. Robertson, T. S., & Gatignon, H. (1986). Competitive effects on technology diffusion. Journal of Marketing, 50(3), 1-12.
     Google Scholar
  12. Bloemer, J. M. M., & Odekerken-Schröder, G. J. (2002). Store satisfaction and store loyalty explained by customer-and store related factors.
     Google Scholar
  13. Mokhtar, S., & Sjahruddin, H. (2019). An examination of the relationships between customer relationship management quality, service quality, customer satisfaction and customer loyalty: The case of five star hotels. Advances in the Social Sciences Research Journal, 6 (2).
     Google Scholar
  14. Themba, OS, Razak, N., & Sjahruddin, H. (2019). Increasing customers' loyalty. The contribution of marketing strategy, service quality and customer satisfaction. Archives of Business Research, 7 (2).
     Google Scholar
  15. Ganesh, J., Arnold, M. J., & Reynolds, K. E. (2000). Understanding the customer base of service providers: an examination of the differences between switchers and stayers. Journal of marketing, 64(3), 65-87.
     Google Scholar
  16. Razak, N., Themba, OS, & Sjahruddin, H. (2019). Brand awareness as predictors of repurchase intention: Brand attitude as a moderator. Advances in the Social Sciences Research Journal, 6 (2).
     Google Scholar
  17. Hair Jr, J. F., & Lukas, B. (2014). Marketing research. McGraw-Hill Education Australia.
     Google Scholar
  18. Hair, J. F., Black, W. C., Babin, B. J., Anderson, R. E., & Tatham, R. L. (2006). Multivariate data analysis (Vol. 6). Pearson Prentice Hall, Upper Saddle River.
     Google Scholar
  19. Yakub, A., Sessu, A., Sjahruddin, H., &, Haryono. (2020). Exploring the Nexus between Foreign Aid, Corruption and Economic Growth in ASEAN Countries Andi Yakuba*, Andi Sessub, Herman Sjahruddinc, Haryono. The International Journal of Innovation, Creativity and Change. Volume 11, Issue 2
     Google Scholar