ROLE OF PERCEIVED VALUE ON CUSTOMER LOYALTY THROUGH OPTIMIZATION OF SERVICE QUALITY AND INNOVATION

Husin Husin, Adya Hermawati, Yuli Purbaningsih, Susriyanti Susriyanti, Sylvia Fettry, Shujahat Ali

Abstract


Service providers must pay attention to customer satisfaction in their activities. They must focus on the quality of services provided and the need for innovation to increase customer value. It is important because service providers often pay little attention to the customer's perceived value in supporting service quality. The quantitative approach is used in this research. Data analysis is statistical and involves hypothesis tests. The survey is also conducted in which the data are obtained through a questionnaire. The object of research is service quality, innovation, perceived value, and customer loyalty. The research population is the customers of BPR Kedung Jaya Surabaya, with a sample of 100 respondents. The data collection instrument involves a questionnaire, documentation, and observation. The measurement scale is Likert Scale. The analysis technique in this research is a descriptive statistic and partial least square assisted by Smart PLS software. Results of the study show that: service quality has a significant effect on perceived value, innovation has a significant effect on perceived value, service quality has a significant effect on customer loyalty, innovation has a significant effect on customer loyalty, perceived value has a significant effect on customer loyalty, service quality significantly affects customer loyalty with the mediation of perceived value, and innovation significantly affects customer loyalty with the mediation of perceived value. This research implies that BPR Kedung Jaya Surabaya can use the results of this research as guidance to strengthen customer loyalty by examining all factors that influence research variables.


Keywords


Service Quality; Innovation; Customer Loyalty; Perceived Value

Full Text:

PDF

References


Alshibly, H. H. 2015. Customer Perceived Value in Social Commerce: An Exploration of Its Antecedents and Consequences. Journal of Management Research, Vol. 7, No. 1, pp. 17-37.

Almohaimmeed, B. 2019. Pillars of Customer Retention: An Empirical Study on the Influence of Customer Satisfaction, Customer Loyalty, Customer Profitability on Customer Retention. Serbian Journal of Management, 14(2), pp. 421–435.

Arikunto, S. 2010. Metode Peneltian. Jakarta: Rineka Cipta.

Astuti, M., MM, M. O. S., Matondang, N., Kom, S., and MM, M. T. 2020. Manajemen Pemasaran: UMKM dan Digital Sosial Media. Deepublish.

Bricci, L., Fragat, A., and Antunes, J. 2015. The Effect of Trust, Commitment, and Satisfaction on Customer Loyalty in the Distribution Sector. Journal of Business Economics and Management, 4(4), pp. 386-392.

Chinomona, R., Masinge, G, and Sandada, M. 2014. The influence of E-service Quality on Customer Perceived Value, Customer Satisfaction and Loyalty in South Africa. Mediterranean Journal of Social Sciences, 5(9), pp. 331-341.

Chiu, J. L., Bool, N. C., and Chiu, C. L. 2017. Challenges and Factors Influencing Initial Trust and Behavioural Intention to Use Mobile Banking Services in The Philippines. Asia Pacific Journal of Innovation and Entrepreneurship, Vol. 11, No. 2, pp. 246–278.

El-Adly, M. I. 2019. Modeling the Relationship between Hotel Perceived Value, Customer Satisfaction, and Customer Loyalty. Journal of Retailing and Consumer Services, 50, pp. 322–332.

Famiyeh, S., Asante-Darko, D., and Kwarteng, A. 2018. Service Quality, Customer Satisfaction, and Loyalty in the Banking Sector: The Moderating Role of Organizational Culture. International Journal of Quality and Reliability Management.

Fornell, C., Johnson, M. D., Anderson, E. W., Cha, J., and Bryant, B. E. 1996. The American Customer Satisfaction Index: Nature, Purpose, and Findings. The Journal of Marketing, 60(4), pp. 7-18. DOI: http://dx.doi.org/10.2307/1251898.

Fitria, A. and Munawar, A. 2021. Pengaruh Penggunaan Internet Banking, Mobile Banking dan SMS Banking terhadap Kepuasan Nasabah Bank BNI. Jurnal Informatika Kesatuan, 1(1), pp. 43–52.

Gan, C. and Wang, W. 2017. The Influence of Perceived Value on Purchase Intention in Social Commerce Context. Internet Research.

Gök, O., Ersoy, P., and Börühan, G. 2019. The Effect of User Manual Quality on Customer Satisfaction: The Mediating Effect of Perceived Product Quality. Journal of Product and Brand Management.

Hapsari, R., Clemes, M., and Dean, D. 2016. The Mediating Role of Perceived Value on the Relationship between Service Quality and Customer Satisfaction: Evidence from Indonesian Airline Passengers. Procedia Economics and Finance, 35(2016), pp. 388-395. DOI: 10.1016/S2212-5671(16)00048-4.

Hermawati, A. 2017. Strategi Pengembangan Kinerja Koperasi dengan Pendekatan Analityc Hierarchical Process. Call For Paper SANSETMAB 2017 “Perkembangan Konsep Dan Riset E-Business Di Indonesia” FEB–MM Universitas Muhammadiyah Surakarta.

Hermawati, A. 2018. Marketing Performance with Good Sales Growth, Higher Growth than Competitors. International Letters of Social and Humanistic Sciences, 52, pp. 95–103.

Hery, S. E. 2019. Manajemen Pemasaran. Gramedia Widiasarana Indonesia.

Javed, F. and Cheema, S. 2017. Customer Satisfaction and Customer Perceived Value and Its Impact on Customer Loyalty: The Mediational Role of Customer Relationship Management. The Journal of Internet Banking and Commerce, pp. 1–14.

Jaya, I. M. L. M. 2020. Metode Penelitian Kuantitatif dan Kualitatif: Teori, Penerapan, dan Riset Nyata. Anak Hebat Indonesia.

Joudeh, J. M. and Dandis, A. 2018. Service Quality, Customer Satisfaction and Loyalty in Internet Service Providers. International Journal of Business and Management, 13(8), pp. 108–120.

Kolar, T., Erčulj, V., and Weis, L. 2019. Multigroup Validation of the Service Quality, Customer Satisfaction, and Performance Links in Higher Education. The Service Industries Journal, 39 (13–14), pp. 1004–1028.

Kartajaya, H. 2006. Hermawan Kartajaya on Marketing. PT Gramedia Pustaka Utama.

Kotler, P. and Keller, K. L. 2021. Manajemen Pemasaran edisi 13 jilid 2.

Kotler, P., Keller, K. L., Manceau, D., and Dubois, B. 2016. Marketing Management, 15th Edition. New Jersey: Pearson Education.

Ladhari, Riadh. 2010. Developing E-Service Quality Scales: A Literature Review. Journal of Retailing and Consumer Services, 17, pp. 464-477. DOI: 10.1016/j.jretconser.2010.06.003.

Lukas, Bryan and Ferrell, O. 2000. The Effect of Market Orientation on Product Innovation. Journal of the Academy of Marketing Science, 28. DOI: 10.1177/0092070300282005.

Marlius, D. and Putriani, I. 2020. Kepuasan Nasabah PT. Bank Rakyat Indonesia Unit Tapan Cabang Painan dilihat dari Kualitas Layanan Customer Service. Jurnal Pundi, Vol. 3, No. 2, pp. 111–122.

Rosyihuddin, M. 2020. Kualitas Produk, Harga terhadap Loyalitas dan Kepuasan Konsumen sebagai Variabel Intervening Pengguna Tokopedia di Kabupaten Gresik. Jurnal Manajerial, 7(01), pp. 19–36.

Sembhodo, A. T. and Hermawati, A. 2021. Optimization of Product Quality, Service Quality, and Customer Satisfaction on Buying Decision Amongst the Users of Tokopedia E-Commerce. Asia Pacific Journal of Business Economics and Technology, 1(01), pp. 61–71.

Siboro, R. M. and Suhardi, S. 2020. Pengaruh Kepuasan Pelanggan, Kepercayaan Pelanggan, dan Kualitas Pelayanan terhadap Loyalitas Pelanggan dalam Penggunaan Tokopedia di Batam. Jurnal Ekuivalensi, 6(1), pp. 118–132.

Stanton, William J. 2013. Prinsip Pemasaran. Alih Bahasa oleh Buchari Alma. Jilid Satu. Edisi Kesepuluh. Jakarta: Erlangga.

Stefanus, T. 2008. Analisa Kesenjangan Kualitas Pelayanan dan Kepercayaan Nasabah Pengunjung Plaza Tunjungan Surabaya. Jurnal Manajemen Fakultas Ekonomi, 14(2).

Sijabat, R. 2017. Penguatan Kinerja Pemasaran melalui Pengembangan Inovasi dan Kreativitas Program Kerja pada Wirausaha Muda di Semarang. Jurnal Sains Pemasaran Indonesia (Indonesian Journal of Marketing Science), 16(1), pp. 26–42.

Suariedewi, I. G. A. and Sulistyawati, E. 2016. Peran Perceived Value Memediasi Pengaruh Kualitas Pelayanan terhadap Kepuasan Konsumen. E-Jurnal Manajemen Unud, Vol. 5, No.12, 2016, pp. 8199-8226, ISSN: 2302-8912.

Sutrisno, S., Cahyono, D., and Qomariah, N. 2017. Analisis Kualitas Pelayanan, Kepercayaan serta Citra Koperasi Terhadap Kepuasan dan Loyalitas Anggota. Jurnal Sains Manajemen dan Bisnis Indonesia, 7(2).

Sweeney, J. and Soutar, Geoffrey. 2001. Consumer Perceived Value: The Development of a Multiple Item Scale. Journal of Retailing, 77, pp. 203-220. DOI: 10.1016/S0022-4359(01)00041-0.

Tjiptono, F. 2011. Strategi Pemasaran. Edisi kedua, Cetakan pertama. Andi Offset.

Tjiptono, F. 2019. Pemasaran Jasa - Prinsip, Penerapan, dan Penelitian. Andi.




DOI: http://dx.doi.org/10.21776/ub.jam.2023.021.02.03

Refbacks

  • There are currently no refbacks.