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Megawati Simanjuntak
Department Of Family And Consumer Sciences, Faculty Of Human Ecology, IPB University Gedung FEMA W1 - L2., Kampus IPB Dramaga, Jalan Kamper, Babakan, Kec. Dramaga, Bogor, Jawa Barat 16680
Religion Agriculture, Biological Sciences & Forestry Arts Humanities Computer Science & IT Decision Sciences, Operations Research & Management Earth & Planetary Sciences Economics, Econometrics & Finance Education Engineering Environmental Science Health Professions Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Neuroscience Nursing Public Health Social Sciences Other

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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.
Co-Authors A'yuni, Aufa Hayya Qurrota Abdul Hakim Aditya Nugraha Adiwinata, Novie Nostalgia Agus Maulana Ajeng Nugrahaning Dewanti Akmalia, Laely Rahmawati Alexander Joseph Ibnu Wibowo Alla Asmara Alsyah, Aurelia Vania Am, M. Ro’is Amalia Khairati Ambar Susan Rosifa Amelia, Reggina Amir Fikri Ammi Salamah Ananda Khairana Andhika Safaat Andini , Putri Fildzah Andini, Putri Fildzah Andre Fachrun Ramadhan Andreas Samudro Anggi Mayang Sari Ani Ruwani, Ani Anna Maria Tri Anggraini Annisa Ikhwanus Annisa Nisrina Insyiroh Anton Nugroho Aprilia, Nurazizah Arthur, Kevin Michael Asep Taryana Ayu Arba Zaman Ayu Marlika Leni Putri, Ayu Marlika Leni Azizah, Sheila Nur Azzara, Rana Chyntia Baehaqi Bagus Sartono Baihaqi, Ihsan Banafie, Syahfira Berti Kumalasari Berti Kumalasari Budi Suharjo Budiarti, Raden Rara Arifah Mulyo Bulan Hilaliyah Chandra, Nirmala Eka Deni Surya Kencana Devi Rahmawati Dewantara, Muhammad Mardi Dewi, Santi Utami Diah Krisnatuti Diana Hartatin, Diana Dwi Hastuti Eko Ruddy Cahyadi Emy Rosiana Euis Sunarti Eva Z Yusuf Eva Z Yusuf Fadhillah, Muhammad Daffa Yafie Fakhira, Nisrina Nur Famila, Shanina Rosa Fandi Yanuar Rahman Farisa Dwi Elnora Febrian, Defni Fibria Mustikarini, Fibria Fitri , Ismaul Fitri Lutfiani Fitri, Aisyah Zulsa Fulan Sri Utami, Fulan Sri Gilar Cahya Nirmaya, Gilar Cahya Gina Fithria Gita Fahmi Lestari Goranda, Iqra Rizky Gufron, R Ery Bunyamin Hafizh Akbar Hamimi, Ulfa Khairunnisa Handaru Wulan, Asvianti Hanggrita, Elvindia Puja Hanum Fauziah Ramadhanti Hanum Rachmawati Nur Hartoyo Hartoyo Hayati Hayati Hayati Hendri Tanjung Henny Rochany Heny Kuswanti Suwarsinah Heppy Setiawati Herien Puspitawati Heti Mulyati Hutajulu, Virna Keryn Patricia Iffa Afia Amin Kitabi Imam Teguh Saptono Imam Teguh Saptono Indah Sukmawati Indri Nurbidari Indri Nurfitriani Ine Rahmatin Intan Ika Putri Heryani Iqra, Iqra Rizky Goranda Irma Awwaliyah Irni Rahmayani Johan Istiqlaliyah Muflikati Istiqlaliyah Muflikhati Jinan , Ariana Amany Khanifa Fajria Kirana, Leo Candra Kirbrandoko Kirbrandoko Latifatul Hayati Lia Shafira Arlianty Lilik Noor Yuliati Lutfi Sri Legowo Utami m, Istiqlaliyah M. Syamsul Maarif Machfud Machfud Mahanani , Raditya Kasih Mahanani, Raditya Kasih Martha, Elsyahra Rieskiza Mas Siti Rifani Wulandari Maulidina, Avia Mayong Ajiwinanto Melly Latifah Moh. Djemdjem Djamaludin Mohamad Djemdjem Djamaludin Mohamammad Nasarullah Monika Yuliantin Muhammad Mardi Dewantara Muhammad, Larastyan Yang Bogaan Mukhamad Najib Nafila, Nidya Luthfi Nandike Ayudiah Poeteri Nani, Irvan Neneng Nurul Sopiah, Neneng Nurul Nimmi Zulbainarni Ninuk , Purnaningsih Noor Yuliati, Lilik Novita Kamaruddin Novsa Fakhira Nur Hasanah Nur Rochimah Nurdewi Azizah Safitri Nurfadillah, Mursidah Oktriyanto Oktriyanto, Oktriyanto Olivia Sabrina, Olivia Palowa , Nur Luthfiah Pang Asngari Pang S Asngari Pang S Asngari Pangestu, Frishe Maulidiannisa Panji Septiaji Panji Septiaji Pelitaputri, Salsabila Azka Perangin-Angin, Fini Anjela Poeteri, Nandike Ayudiah Popong Nurhayati Prabowo Tjitropranoto Prakoso , Yuda Surya Pramesty, Dinta Windyaning Pratiwi Ismayanti, Pratiwi Priliadita Hidayanti Pujianti, Ajeng Pujowati, Penny Putra, Occa Adeta Bima Putri, Aisyah Puspita Putri, Marietta Krisnaya Nandika Putri, Pranadya Tania Qisthy Nur Fathia Rahayu, Ismie Leona Rahma Indina Harbani Rahmawati, Laeli Rahmi Parhati Rahmi, Fauzia Ramos, Ivan Rani Andriani Budi Kusumo Resty Anugrah Kusmarini Restystika Dianeswari Retnaningsih Retnaningsih Retnaningsih Rico J. Artanto Risda Rizkillah, Risda Riska Rahma Eka Putri Ristya Primadi Rita Nurmalina Rizal Edy Halim Rossalia, Deasy Rumbiati, Rumbiati Sadewa , Novandi Aldi Safari , Arif Safari, Arief Saleh, Andika Januar Salsabila, Farhah Azizah Samosir, Miracle Samuel Saniyya, Raisha Ulfa Sarifudin sarifudin, Sarifudin Shahirah, Ilfia Siska Ayu Tiara Dewi Siti Aisyah Siti Editha Raisa Sitompul, Firdaus Marihot Slamet Riyadi Sofyan Sjaf Sonya Dwi Rachmawati Sonya Dwi RachmawatiI Sri Anna Marliyati Sri Harijati Sri Rezki Utami Sugiarto, Indra Surya, Mulyana Susanti, Vonny Syaprudin, R. Syarifa , Rizka Syarifa Nadhrah Mustamin Syarifa, Rizka Syifa Salsabila Sylvianti Angraini Tanti Novianti Tegar Graha Adiwiguna Tiffani Dias Anggraeni Tin Herawati Ujang Sumarwan Utami, Sri Pangesti Venti Sanditya Septiana, Venti Sanditya Vonny Susanti Wahpiyudin , Cep Abdul Baasith Wahpiyudin, Cep Abdul Baasith Wandani, Dwi Yandri Yudha Heryawan Asnawi Yulina Eva Riany Yurita Yurita Yusuf, Eva Z Zaky , Abdullatif Zefanya, Harita Julie Zikri, Zikri Zulfa Maulida Nadzir Zuliyanti Shabrina