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All Journal Jurnal Cahaya Mandalika Journal of Mutidisciplinary Issues
Mailoa, Betha Zionetha
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Agriculture, Biological Sciences & Forestry Humanities Computer Science & IT Industrial & Manufacturing Engineering Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Library & Information Science

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Examining the Impact of Product Quality, Consumer Experience, and Perceived Value on Customer Loyalty: a Structural Equation Modeling Approach Mailoa, Betha Zionetha
Journal of Multidisciplinary Issues Vol 4 No 2 (2024): Journal of Multidisciplinary Issues
Publisher : APPS Publications

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.53748/jmis.v2i3.48

Abstract

Purposes - This study aims to investigate the relationships between product quality, consumer experience, satisfaction, perceived value, and loyalty in the consumer goods market. Specifically, it seeks to understand how these variables contribute to fostering consumer loyalty, with a focus on identifying the direct and indirect effects of product quality, value, and experience on consumer loyalty. Methodology - A quantitative research approach was utilized, involving a survey-based data collection method. A structured questionnaire with a ten-point Likert scale was distributed to 250 respondents. The collected data were analyzed using Structural Equation Modeling (SEM) to test seven hypothesized relationships between product quality, value, experience, satisfaction, and loyalty. Findings - The results of the analysis indicate that product quality positively influences consumer experience, perceived value, and loyalty. Additionally, both satisfaction and perceived value were found to have significant positive effects on consumer loyalty. The findings highlight the importance of maintaining high product quality and creating positive consumer experiences to enhance long-term loyalty. Novelty - This research adds value by providing empirical evidence on the mediating roles of satisfaction and perceived value in the relationship between product quality and loyalty. It highlights the interconnectedness of these variables, offering a more comprehensive understanding of the mechanisms that drive consumer loyalty in the consumer goods sector. Research Implications - The findings of this study suggest that businesses should prioritize strategies that enhance product quality and consumer experience to foster loyalty. By focusing on these key areas, companies can effectively increase customer retention and strengthen their competitive position in the market. The study provides actionable insights for managers and marketers seeking to improve long-term consumer commitment.
AN EMPIRICAL STUDY ON THE USAGE OF DIGITAL BANK IN INDONESIA Mailoa, Betha Zionetha; Tjhin, Viany Utami
Jurnal Cahaya Mandalika ISSN 2721-4796 (online) Vol. 4 No. 1 (2023)
Publisher : Institut Penelitian Dan Pengambangan Mandalika Indonesia (IP2MI)

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.36312/jcm.v4i1.1360

Abstract

Nowadays, information technology plays an important role as a support for daily activities. The role of this information technology is to provide convenience for its users. The development of information technology in banking is developing rapidly, until now there are digital banks. Therefore, the purpose of this study is to find out the factors that influence customers in the use of digital banks, especially in Indonesia. The research model used in this study is the UTAUT model with the addition of variables fear of financial loss, perceived identity theft, and security & privacy, with behavioral intention and security & privacy as moderation variables. In order to obtain data, data collection in the study was carried out by distributing questionnaires through Google Forms. From the questionnaire distributed, the results of 100 respondents of digital bank users were obtained. The results showed that the variables that have the most significant direct influence on Use Behavior in the use of bank digital applications are rerformance expectancy and security & privacy. Meanwhile, effort expectancy can be concluded that it does not have a significant influence on variable use behavior in digital banks, because both through variable moderation and direct effect, the Effort Expectancy factor does not have a significant influence.
Co-Authors Tjhin, Viany Utami