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Article
Publication date: 9 June 2020

Andriani Kusumawati and Karisma Sri Rahayu

To test the effect of experience quality on customer perceived value and customer satisfaction and its impact on customer loyalty to the visitors of natural nuanced…

Abstract

Purpose

To test the effect of experience quality on customer perceived value and customer satisfaction and its impact on customer loyalty to the visitors of natural nuanced outdoor cafés in the hilly areas of Joyo Agung, Malang.

Design/methodology/approach

This study uses four variables, namely experience quality, customer perceived value, customer satisfaction, and customer loyalty. The population used in this research was all customers or visitors who buy and enjoy the products and services provided by the natural outdoor cafés in Malang. This study used structural equation modeling (SEM) as inferential statistical technique.

Findings

1) Quality experience has a significant effect on customer perceived value, customer satisfaction, and customer loyalty; 2) customer perceived value has a significant effect on customer satisfaction and customer loyalty; and 3) customer satisfaction has a significant effect on customer loyalty.

Originality/value

Based on the results of previous research and the phenomenon that has been described previously, the research gaps found in this study are: (1) the relationship between experience quality and customers’ perceived values. (2) There are differences in the relationship between experience quality and customer satisfaction found in the research, which examines the effect of experience quality on customer loyalty. (3) Experience quality and customer loyalty variables still differ in the research concerning the effect of experience quality on customer loyalty. (4) The influence of customer satisfaction and customer loyalty is still different in the research results regarding the effect of customer satisfaction on customer loyalty.

Details

The TQM Journal, vol. 32 no. 6
Type: Research Article
ISSN: 1754-2731

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Article
Publication date: 8 July 2019

Andriani Kusumawati, Nelson Perera and Venkata Yanamandram

The purpose of this paper is to identify the factors influencing Indonesian students’ choice of university by estimating the trade-off students make in selecting a university.

Abstract

Purpose

The purpose of this paper is to identify the factors influencing Indonesian students’ choice of university by estimating the trade-off students make in selecting a university.

Design/methodology/approach

Conjoint analysis was used to examine the relative importance and the part-worth scores of the attributes that influence students’ public university preferences in Indonesia.

Findings

High-school leavers in Indonesia trade off university preferences and view advice from family, friends, and/or teachers, reputation, and job prospects as important factors for selecting a public university. Two different preference-based segments of prospective students were identified from cluster analysis, and classified as either a “social networks-based decision” or a “rational decision” segment. A choice simulator was employed with three propositions, and the segments were found to have dissimilar preferences.

Research limitations/implications

While this paper provides insights on higher-education consumer choice, more research is needed that includes samples from different types of higher-education institutions and fields of study.

Practical implications

A greater understanding of student choice can help to inform marketing practices and customize marketing strategies for each segment by providing important information to principal parties involved in making university choice decisions.

Originality/value

This paper demonstrates the relevance and value of conjoint analysis as an effective analytical tool for the identification of important choice criteria and its potential contribution to the development of more effective marketing strategies.

Details

International Journal of Educational Management, vol. 33 no. 5
Type: Research Article
ISSN: 0951-354X

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Article
Publication date: 10 November 2020

Ande Langga, Andriani Kusumawati and Taher Alhabsji

Investigating the influence of intensive distribution and sales promotion towards customer-based brand equity, repurchase intention and word-of-mouth (WOM) (study on…

Abstract

Purpose

Investigating the influence of intensive distribution and sales promotion towards customer-based brand equity, repurchase intention and word-of-mouth (WOM) (study on Suzuki car owners in PT Surya Batara Mahkota Wilayah Nusa Tenggara Timur).

Design/methodology/approach

The research was conducted in East Nusa Tenggara (NTT) and the analysis unit was customers of PT. Surya Batara Mahkota NTT (PT SBM NTT) as the owner of the Suzuki car. The population is 1,782 Suzuki car owners who bought their cars from PT SBM NTT, based on data from 2015. The sampling technique is the multi-stage area sampling.

Findings

Incentives distribution had significant and positive influence towards brand equity and repurchase intention. Sales promotion had significant and positive influence towards word-of-mouth (WOM), but it did not have influence towards brand equity. Brand equity had significant influence towards repurchase intention and WOM. On the other hand, repurchase intention did not have influence towards WOM.

Originality/value

The originality of this study was that the researchers did not find a previous study that discussed the relationship between intensive distribution and repurchase intention, between sales promotion and WOM and between customer-based brand equity and WOM. Previous studies used different variables as determinants of positive WOM.

Details

Journal of Economic and Administrative Sciences, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 1026-4116

Keywords

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Article
Publication date: 11 October 2019

Andriani Kusumawati, Sari Listyorini, Suharyono and Edy Yulianto

This study aims to examine the impact of religiosity on fashion knowledge, consumer-perceived value and patronage intention.

Abstract

Purpose

This study aims to examine the impact of religiosity on fashion knowledge, consumer-perceived value and patronage intention.

Design/methodology/approach

This study applied purposive sampling method. The population size used a minimum number of samples (100) in the WarpPLS analysis. The inferential statistical technique used is structural equation modeling. A tool for analyzing the structural models is the partial least square method.

Findings

Religiosity is a consumer belief in religion, which does not generate fashion knowledge so that high and low religiousness cannot increase or decrease fashion knowledge. Consumer confidence in their religion can increase consumer-perceived value of Muslim fashion products. It causes consumers to behave positively toward future behavioral intentions, that is, the patronage intention. Consumer religiosity is not the cause of patronage intention so that the high or low level of religiousness does not increase or decrease in the willingness of consumers to visit the store (or patronage intention). Fashion knowledge has a positive influence on consumer-perceived value. Consumer knowledge of fashion can increase the patronage of consumer intention toward Muslim fashion products. Fashion knowledge brings the knowledge to consumers in regard to Islamic law that regulates the prohibited and allowed actions, especially in wearing fashion. The high or low level of consumer-perceived value does not provide a cause for increase or decrease in the willingness of consumers to revisit the store (or patronage intention).

Originality/value

With regard to the relationship between religiosity and knowledge, it is found that there are still limited studies and differences in the sectors studied regarding the influence of religiosity and knowledge. To the best of the authors’ knowledge, the religiosity variable in influencing consumer-perceived value has not been used in previous studies. Religiosity is associated with consumer-perceived value expressed as originality in this study because the researcher has not found this relationship in the previous studies. Regarding the relationship between religiosity and store patronage intention, it is found that there are still different opinions in the research results on the effect of religiosity and store patronage intention. Concerning the relationship between knowledge and consumer-perceived value, it is found that there are still different opinions in the research results on the effect of knowledge and consumer-perceived value. The authors found no use of the knowledge variable in influencing store patronage intention in previous research studies. Knowledge associated with store patronage intention is expressed as the originality trait in this study because the researcher has not found this relationship in the previous studies. As for the relationship between consumer-perceived value and store patronage intention, it is found that there are still different opinions in the research results of the study regarding the influence of consumer-perceived value and store patronage intention.

Details

Research Journal of Textile and Apparel, vol. 23 no. 4
Type: Research Article
ISSN: 1560-6074

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Article
Publication date: 30 September 2019

Andriani Kusumawati, Humam Santosa Utomo, Suharyono Suharyono and Sunarti Sunarti

The purpose of this paper is to examine the effect of sustainability on word-of-mouth (WoM) intention and revisit intention, with environmental awareness as a moderator…

Abstract

Purpose

The purpose of this paper is to examine the effect of sustainability on word-of-mouth (WoM) intention and revisit intention, with environmental awareness as a moderator. This study was carried out in one of the tourist destinations in Indonesia, namely, Bali.

Design/methodology/approach

The population in this study was foreign tourists visiting Bali. This study uses non-probability sampling with a purposive sampling technique and uses inferential statistics. Inferential statistics was used to test the sample data on the effect of sustainability on WoM intention and revisit intention. The statistical tool used is warp-partial least square.

Findings

Effect of sustainability on WoM intention is that the higher perception of foreign tourists in the sustainability assessment will increase the WoM intention of foreign tourists. Contrarily, lower perception of foreign tourists on sustainability assessment will lower the WoM intention of foreign tourists. Effects of sustainability on revisit intention is that the higher perception of foreign tourists in the sustainability assessment will increase the revisit intention of foreign tourists. Contrarily, the lower perception of foreign tourists in sustainability assessment will lower the revisit intention of foreign tourists. Environmental awareness moderating the effects of sustainability on revisit intention is that the higher the environmental awareness of foreign tourists visiting Bali, the stronger the influence of sustainability on revisit intention. Contrarily, the lower environmental awareness of foreign tourists visiting Bali will lower the effect of sustainability on revisit intention.

Originality/value

Destination sustainability research from the perspective of tourists has not been conducted up to the behavior intention, and research is still limited to tourist satisfaction. Research that connects destination sustainability with trust, WoM intention and revisit intention has not been found yet. WoM intention and revisit intention provide a clearer picture than behavioral intention; therefore, this study focuses on WoM intention and revisit intention variables. Destination sustainability research has not been combined with destination quality as an exogenous variable that is able to predict more precisely tourist satisfaction and behavioral intention. Research has not been found on environmental awareness in relation to the sustainability variable and behavior intention. The studies that have been carried out only focus on the effect of environmental awareness on the behavior intention (Gao et al., 2016), and the research has not yet linked it to sustainability.

Details

Management of Environmental Quality: An International Journal, vol. 31 no. 1
Type: Research Article
ISSN: 1477-7835

Keywords

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