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All Journal Indonesian Journal of Business and Entrepreneurship (IJBE) BISNIS & BIROKRASI: Jurnal Ilmu Administrasi dan Organisasi
Yusuf, Eva Z
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Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Social Sciences

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The Rational Factors of Perceived Quality and Perceived Value as the Drivers of Customer Satisfaction and Brand Loyalty Susanti, Vonny; Sumarwan, Ujang; Simanjuntak, Megawati; Yusuf, Eva Z
BISNIS & BIROKRASI: Jurnal Ilmu Administrasi dan Organisasi Vol. 26, No. 3
Publisher : UI Scholars Hub

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Abstract

This empirical study seeks to investigate which rational factors influence customer satisfaction and brand loyalty stronger. For the purpose of obtaining more accurate findings, the research limits to the common rational factors that influence customer satisfaction to brand loyalty, which is rational perceived quality and rational perceived value. We conduct SEM-PLS (Structural Equation Model-Partial Least Square) to analysis the field data to get the answer of the research question. The finding confirms that buyer’s brand loyalty is driven by customer satisfaction, meanwhile the satisfaction is driven by the rational quality aspects. Furthermore, the service dimensions of reliability and responsiveness are the stronger dimensions of perceived quality than tangible product quality; to conclude that services play a crucial role on the chemical industries. The empirical finding provides a basis for practitioners to manage the brand and the price in such a way as to optimize their profits.
Strategies for Increasing Traditional Retail Stall Loyalty To Suppliers in The Era of Digital Transformation Mujianto; Hartoyo; Nurmalina, Rita; Yusuf, Eva Z
Indonesian Journal of Business and Entrepreneurship Vol. 8 No. 3 (2022): IJBE, Vol. 8 No. 3, September 2022
Publisher : School of Business, IPB University (SB-IPB)

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.17358/ijbe.8.3.452

Abstract

The concept of marketing aims to build, maintain, and enhance mutually beneficial relationships between suppliers and partners. Therefore, this research recommends priority strategies for increasing traditional retail stall loyalty to suppliers in the new digital transformation era. This research was conducted in Indonesia's fast-moving consumer goods (FMCG) retail industry with data collected through a Forum Group Discussion (FGD) and in-depth interviews with several experts. These include top management of retail industry supply companies, principal of FMCG, General Chairperson of the Indonesian Retail Entrepreneurs Association, Secretary-General of the Indonesian Retail Entrepreneurs Association, Chair of the Chamber of Commerce and Industry, and academics who are also practitioners in the retail industry. The data collected were analyzed using the Analytical Hierarchy Process (AHP) approach. The results showed that merchandising and employees are the most dominant factors in forming retail stall loyalty to suppliers in the new digital transformation era. The company's main goal to increase retail stall loyalty to suppliers is by raising sales growth with the continuous rise in profits for supplier companies. Furthermore, the most important alternative strategy to increase retail stall loyalty to suppliers is product assortment and stock availability as the main alternative strategy. In conclusion, this research is useful for supply companies to establish relationships with traditional retail stalls in Indonesia. Keywords: analytical hierarchy process, merchandising, retail industry supplier strategy, retail service quality, website quality
Co-Authors Hartoyo Megawati Simanjuntak Mujianto Rita Nurmalina Susanti, Vonny Ujang Sumarwan