Comprehensive Assessment of Service Quality, Perceived Value, Loyalty, and Customer Satisfaction: Integration and Implications for Modern Marketing Strategies
Keywords:
Value, Customer satisfaction and Customer loyaltyAbstract
This research is a qualitative study that aims to analyze factors that can trigger customer loyalty, including service quality, perceived value, and customer satisfaction. The method used in this study is a literature review by reviewing theories and previous journals put forward by experts, as well as the results of various previous studies regarding customer loyalty, service quality, perceived value, and customer satisfaction. This study explores the relationship between service quality and perceived value simultaneously on customer loyalty, both directly and through customer satisfaction. Although these two variables have often been discussed separately, a combined approach that looks at the impact of both while introducing a new perspective (novelty) that is rarely raised in customer loyalty studies. The results of the analysis show that service quality and perceived value have a significant contribution to increasing customer satisfaction and loyalty. These findings provide important insights for marketers, as they allow for the design of more effective strategies to attract and retain customers through
Downloads
References
Achmadi, R., Eviana, N., Soerjanto, & Widiarto, S. (2023). Increase Brand Loyalty Through Customer Satisfaction at Restaurants. African Journal of Hospitality, Tourism and Leisure, 12(1), 98–113. https://doi.org/10.46222/ajhtl.19770720.356
Alok Kumar Rai, M. S. (2015). Customer Loyalty: Concept, Context and Character. In K. Bellani (Ed.), Al-Barkaat Journal of Finance & Management (Private Li, Vol. 7, Issue 2). McGraw Hill Education (India) Private Limited. https://doi.org/10.5958/2229-4503.2015.00018.1
Alzoubi, H., Alshurideh, M., Kurdi, B. Al, & Inairat, M. (2020). Do perceived service value, quality, price fairness and service recovery shape customer satisfaction and delight? A practical study in the service telecommunication context. Uncertain Supply Chain Management, 8(3), 579–588. https://doi.org/10.5267/j.uscm.2020.2.005
Aoyagi, G., Barker, J. B., Barnes, L. E. E., Barnes, R. L., Blair, G. L., Garber, C., Hunter-zaworski, K., Lerner-lam, E. V. A., & Monroe, D. O. N. S. (2021). TCRP Report 47 A Handbook for Measuring Customer Satisfaction and Service Quality. In Transportation Research.
Azizan, N. S., & Yusr, M. M. (2019). the Influence of Customer Satisfaction, Brand Trust, and Brand Image Towards Customer Loyalty. International Journal of Entrepreneurship and Management Practices, 2(7), 93–108. https://doi.org/10.35631/ijemp.270010
Bezerra, G. C. L., & Gomes, C. F. (2019). Determinants of passenger loyalty in multi-airport regions: Implications for tourism destination. Tourism Management Perspectives, 31(August 2018), 145–158. https://doi.org/10.1016/j.tmp.2019.04.003
Burböck, B. (2014). Prospect Theory and servqual. Management, 9(2), 155–168.
Cakici, A. C., Akgunduz, Y., & Yildirim, O. (2019). The impact of perceived price justice and satisfaction on loyalty: the mediating effect of revisit intention. Tourism Review, 74(3), 443–462. https://doi.org/10.1108/TR-02-2018-0025
Cavallone, M. (2017). Mauro Cavallone Marketing and Customer Loyalty.
Chowdhary, N., & Prakash, M. (2021). Service Quality: Revisiting The Two Factors Theory. The First Internationa l Conference on Electronic Business, 1–8.
Claes Fornell, Forrest V, Morgeson III G, Tomas M, Hult, D. V. (2020). The Reign of the Customer Customer-Centric Approaches to Improving Satisfaction. PALGRAVE MACMILLAN. https://doi.org/https://doi.org/10.1007/978-3-030-13562-1
Denny, E., & Weckesser, A. (2022). How to do qualitative research?: Qualitative research methods. BJOG: An International Journal of Obstetrics and Gynaecology, 129(7), 1166–1167. https://doi.org/10.1111/1471-0528.17150
Dhasan, D., & Aryupong, M. (2019). EFFECTS OF PRODUCT QUALITY , SERVICE QUALITY AND PRICE FAIRNESS ON CUSTOMER ENGAGEMENT AND. 39(2), 82–102.
El-Adly, M. I. (2019). Modelling the relationship between hotel perceived value, customer satisfaction, and customer loyalty. Journal of Retailing and Consumer Services, 50(July 2018), 322–332. https://doi.org/10.1016/j.jretconser.2018.07.007
Gary,Armstrong . sara,Denize . Michael,Volkov . philip, K. (2018). Principles of marketing. In Pearson Australia Group Pty Ltd. https://doi.org/10.22233/9781910443156.25
Ghotbabadi, A. R., Feiz, S., & Baharun, R. (2015). Service Quality Measurements: A Review. International Journal of Academic Research in Business and Social Sciences, 5(2), 267–286. https://doi.org/10.6007/ijarbss/v5-i2/1484
Goi, M., Levenier, C., & Montoya, R. (2021). Drivers of customer satisfaction in the grocery retail industry : A longitudinal analysis across store formats. Journal of Retailing and Consumer Services, 60(September 2020). https://doi.org/10.1016/j.jretconser.2021.102505
Habibi, S., & Zakipour, M. (2022). The Effect of Perceived Value on Customer Loyalty by Examining the Mediating Role of Electronic Word-of-Mouth Advertising and Customer Satisfaction : Case Study of Jabama Company. 5, 59–77.
Huang, P. L., Lee, B. C. Y., & Chen, C. C. (2019). The influence of service quality on customer satisfaction and loyalty in B2B technology service industry. Total Quality Management and Business Excellence, 30(13–14), 1449–1465. https://doi.org/10.1080/14783363.2017.1372184
Hughes, A. M. (2003). The Customer Loyalty Solution. McGraw-Hill.
Hunneman, A., Verhoef, P. C., & Sloot, L. M. (2021). The impact of hard discounter presence on store satisfaction and store loyalty. Journal of Retailing and Consumer Services, 59(December 2020), 102405. https://doi.org/10.1016/j.jretconser.2020.102405
Ighomereho, S. O., Ojo, A. A., Omoyele, S. O., & Olabode, S. O. (2022). From Service Quality to E-Service Quality: Measurement, Dimensions and Model. 25(1), 1–15. http://arxiv.org/abs/2205.00055
Islam, T., Islam, R., Hameed, A., Xiaobei, L., Rehmani, M., Irfan, M., & Shujaat, M. (2021). The impact of corporate social responsibility on customer loyalty : The mediating role of corporate reputation , customer satisfaction , and trust. Sustainable Production and Consumption, 25, 123–135. https://doi.org/10.1016/j.spc.2020.07.019
Ismail, A. R. (2017). The influence of perceived social media marketing activities on brand loyalty : The mediation effect of brand and value consciousness Asia Pacific Journal of Marketing and Logistics Article information : October. https://doi.org/10.1108/APJML-10-2015-0154
Jennings, G. R. (2012). Qualitative research methods. Handbook of Research Methods in Tourism: Quantitative and Qualitative Approaches, 309–323. https://doi.org/10.4337/9781781001295
Kahwaji, A., & Almubayed, M. M. (2016). A study of customer satisfaction dimensions and their impact on customer loyalty to online shopping sites an analytical study of online shopping sites in Arabic market. International Journal of Economic Research, 13(3).
Khoironi, T. A., Syah, H., & Dongoran, P. (2018). Product Quality , Brand Image and Pricing To Improve Satisfaction Impact on Customer Loyalty. 8(3), 51–58.
Khoo, K. L. (2022). A study of service quality, corporate image, customer satisfaction, revisit intention and word-of-mouth: evidence from the KTV industry. PSU Research Review, 6(2), 105–119. https://doi.org/10.1108/PRR-08-2019-0029
Kim, Y., Wang, Q., & Roh, T. (2021). Do information and service quality affect perceived privacy protection , satisfaction , and loyalty ? Evidence from a Chinese O2O- based mobile shopping application. Telematics and Informatics, 56(August 2020), 101483. https://doi.org/10.1016/j.tele.2020.101483
Konuk, F. A. (2019). The influence of perceived food quality, price fairness, perceived value and satisfaction on customers’ revisit and word-of-mouth intentions towards organic food restaurants. Journal of Retailing and Consumer Services, 50(February), 103–110. https://doi.org/10.1016/j.jretconser.2019.05.005
Kotler, P., & Keller, K. L. (2016). A Framework for Marketing Management. In Pearson (Vol. 4, Issue 1). Pearson Education.
Kotler, P., Keller, K. L., Brady, M., Goodman, M., & Hansen, T. (2019). Marketing management 4th European edition. In Pearson (Vol. 13, Issue 3). Pearson Education.
Krüger, F. (2016). The Influence of Culture and Personality on Customer Satisfaction. In The Influence of Culture and Personality on Customer Satisfaction. https://doi.org/10.1007/978-3-658-12557-8
Kuksov, D., & Zia, M. (2021). Benefits of customer loyalty in markets with endogenous search costs. Management Science, 67(4), 2171–2190. https://doi.org/10.1287/mnsc.2020.3668
Li, Y., & Shang, H. (2020). Service quality, perceived value, and citizens’ continuous-use intention regarding e-government: Empirical evidence from China. Information and Management, 57(3), 103197. https://doi.org/10.1016/j.im.2019.103197
Mahmoud, M. A., Hinson, R. E., Adika, M. K., Abdulai, M., Hinson, R. E., & Adika, M. K. (2018). The Effect of Trust , Commitment , and Conflict Handling on Customer Retention : The Mediating Role of Customer Satisfaction The Effect of Trust , Commitment , and Conflict Handling on Customer Retention : The Mediating Role of. Journal of Relationship Marketing, 0(0), 1–20. https://doi.org/10.1080/15332667.2018.1440146
Margaret Brooks, J. J. Lovett, S. C. (auth. . (2015). No - Developing B2B Social Communities_ Keys to Growth, Innovation, and Customer Loyalty-Apress. Friendsof Apress.
Margarita IŠORAITĖ. (2016). CUSTOMER LOYALTY THEORETICAL ASPECTS. ECOFORUM, 5(2(9)). core.ac.uk
Munawar, N. A., Mohamed, M., Yusliza, M. Y., Saputra, J., Muhammad, Z., & Bon, A. T. (2021). A review of customer lifetime value, marketing mix and brand equity literature. Proceedings of the International Conference on Industrial Engineering and Operations Management, 4035–4046. https://doi.org/10.46254/an11.20210727
Naini, N. F., Sugeng Santoso, Andriani, T. S., Claudia, U. G., & Nurfadillah. (2022). The Effect of Product Quality, Service Quality, Customer Satisfaction on Customer Loyalty. Journal of Consumer Sciences, 7(1), 34–50. https://doi.org/10.29244/jcs.7.1.34-50
Nguyen, D. T., Pham, V. T., Tran, D. M., & Pham, D. B. T. (2020). Impact of service quality, customer satisfaction and switching costs on customer loyalty. Journal of Asian Finance, Economics and Business, 7(8), 395–405. https://doi.org/10.13106/JAFEB.2020.VOL7.NO8.395
Pınar Özkan, S. S. (2019). The effect of service quality and customer satisfaction on customer loyalty:The mediation of perceived value of services, corporate image, and corporate reputation. International Journal of Bank Marketing. Emerald Publishing LimiteD, 38(2), 384–406. https://doi.org/DOI 10.1108/IJBM-03-2019-0096 The
Rahayu, Y. S., Setiawan, M., Irawanto, D. W., & Rahayu, M. (2020). Muslim customer perceived value on customer satisfaction and loyalty: Religiosity as a moderation. Management Science Letters, 10(5), 1011–1016. https://doi.org/10.5267/j.msl.2019.11.009
Rather, R. A. (2021). Demystifying the effects of perceived risk and fear on customer engagement, co-creation and revisit intention during COVID-19: A protection motivation theory approach. Journal of Destination Marketing and Management, 20(February), 100564. https://doi.org/10.1016/j.jdmm.2021.100564
Rico, ., Tecoalu, M., Wahyoedi, S., & Purnama, E. D. (2019). The Effects of Trust, Service Quality and Perceived Value on Satisfaction and Their Impact on Loyalty. September, 325–330. https://doi.org/10.5220/0008492603250330
Rosa Arboretti , Arne Bathke, Stefano Bonnini, Paolo Bordignon, Eleonora Carrozzo Livio Corain, L. S. (2020). Parametric and Nonparametric Statistics for Sample Surveys and Customer Satisfaction Data. In Technometrics (Vol. 62, Issue 1). https://doi.org/10.1080/00401706.2019.1708678
Roslan, N. A. A., Wahab, E., & Abdullah, N. H. (2015). Service Quality: A Case Study of Logistics Sector in Iskandar Malaysia Using SERVQUAL Model. Procedia - Social and Behavioral Sciences, 172, 457–462. https://doi.org/10.1016/j.sbspro.2015.01.380
Ruiz Díaz, G. (2017). The influence of satisfaction on customer retention in mobile phone market. Journal of Retailing and Consumer Services, 36(January), 75–85. https://doi.org/10.1016/j.jretconser.2017.01.003
Samudro, A., Sumarwan, U., Simanjuntak, M., & Yusuf, E. Z. (2020). Assessing the effects of perceived quality and perceived value on customer satisfaction. Management Science Letters, 10(5), 1077–1084. https://doi.org/10.5267/j.msl.2019.11.001
Segoro, W. (2013). The Influence of Perceived Service Quality, Mooring Factor, and Relationship Quality on Customer Satisfaction and Loyalty. Procedia - Social and Behavioral Sciences, 81, 306–310. https://doi.org/10.1016/j.sbspro.2013.06.433
Silvestri, C., Piccarozzi, M., & Aquilani, B. (2020). Customer Satisfaction and Sustainability Initiatives in the Fourth Industrial Revolution. In IGI Global Disseminator of Knowledge.
Simanjuntak, M., Putri, N. E., Yuliati, L. N., & Sabri, M. F. (2020). Enhancing customer retention using customer relationship management approach in car loan bussiness. Cogent Business and Management, 7(1). https://doi.org/10.1080/23311975.2020.1738200
Supriyanto, A., Wiyono, B. B., & Burhanuddin, B. (2021). Effects of service quality and customer satisfaction on loyalty of bank customers. Cogent Business and Management, 8(1). https://doi.org/10.1080/23311975.2021.1937847
Syahsudarmi, S. (2022). The Influence of Service Quality on Customer Satisfaction: A Case Study. International Journal of Indonesian Business Review, 1(1), 29–37. https://doi.org/10.54099/ijibr.v1i1.253
Tahir Islam., R. I. A. H. P. L. X. M. R. M. I. M. S. M. (2021). The impact of corporate social responsibility on customer loyalty: The mediating role of corporate reputation, customer satisfaction, and trust. Sustainable Production and Consumption, 25, 123–135. https://doi.org/10.1016/j.spc.2020.07.019
Taufik, A., Santoso, S., Fahmi, M. I., Restuanto, F., & Yamin, S. (2022). The Role of Service and Product Quality on Customer Loyalty. Journal of Consumer Sciences, 7(1), 68–82. https://doi.org/10.29244/jcs.7.1.68-82
Tzavlopoulos, Ι., Gotzamani, K., Andronikidis, A., & Vassiliadis, C. (2019). Determining the impact of e-commerce quality on customers’ perceived risk, satisfaction, value and loyalty. In International Journal of Quality and Service Sciences (Vol. 11, Issue 4, pp. 576–587). https://doi.org/10.1108/IJQSS-03-2019-0047
Zeithaml, V. A., Verleye, K., Hatak, I., Koller, M., & Zauner, A. (2020). Three Decades of Customer Value Research: Paradigmatic Roots and Future Research Avenues. Journal of Service Research, 23(4), 409–432. https://doi.org/10.1177/1094670520948134
Zhong, Y., & Moon, H. C. (2020). What drives customer satisfaction, loyalty, and happiness in fast-food restaurants in china? Perceived price, service quality, food quality, physical environment quality, and the moderating role of gender. Foods, 9(4). https://doi.org/10.3390/foods9040460
Zygiaris, S., Hameed, Z., Ayidh Alsubaie, M., & Ur Rehman, S. (2022). Service Quality and Customer Satisfaction in the Post Pandemic World: A Study of Saudi Auto Care Industry. Frontiers in Psychology, 13(March), 1–9. https://doi.org/10.3389/fpsyg.2022.842141
Downloads
Published
How to Cite
Issue
Section
License
Copyright (c) 2024 Agung Pribadhi, Sri Utami, Nur Sayidah
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.
