Pengaruh Harga yang Dipersepsikan, Kualitas Layanan, dan Citra Perusahaan terhadap Loyalitas Pelanggan: Studi Kasus di PT. Evergreen Shipping Agency Indonesia Palembang

Published: Dec 10, 2024

Abstract:

Purpose: This study is to determine the influence of perceived price, service quality and company image on customer loyalty with customer satisfaction as intervening variable on PT. Evergreen Shipping Agency Indonesia Palembang

Methodology: This research uses qualitative data in the form of questionnaire results which are then processed into quantitative data using SmartPLS with 126 people customers of PT. Evergreen Shipping Agency Indonesia Palembang was used as sample

Results: The research results show that only service quality and company image influence customer satisfaction and only customer satisfaction and company image have a significant effect on customer loyalty. The corporate image variable has the strongest influence on customer loyalty, while service quality is the variable that has the highest level of significance with the customer satisfaction variable

Limitations: The limitation of this study is only focus on perceived price, service quality and company image on customer loyalty with customer satisfaction as intervening variable on PT. Evergreen Shipping Agency Indonesia Palembang

Contribution: This research is expected to provide deeper insight into the effect of perceived price, service quality, corporate image to customer loyalty with customer satisfaction as intervening variable

Keywords:
1. Perceived Price
2. Service quality
3. Customer Loyalty
4. Customer Satisfaction
5. Company Image
Authors:
1 . Firdha Wani Chairunnisah
2 . Ahmad Maulana
3 . Muchsin Saggaff Shihab
How to Cite
Chairunnisah, F. W., Maulana, A. ., & Shihab, M. S. . . (2024). Pengaruh Harga yang Dipersepsikan, Kualitas Layanan, dan Citra Perusahaan terhadap Loyalitas Pelanggan: Studi Kasus di PT. Evergreen Shipping Agency Indonesia Palembang . Jurnal Akuntansi, Keuangan, Dan Manajemen, 6(1), 117–133. https://doi.org/10.35912/jakman.v6i1.3662

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References

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  2. Ali, R. (2015). Role Of Perceived Value, Customer Expectation, Corporate Image And Perceived Service Quality On The Customer Satisfaction. The Journal of Applied Business Research, 1425(1436), 31–34.
  3. Allezsandra, J., & Septina, F. (2021). Pengaruh Corporate Image Dan Perceived Value Terhadap Customer Loyalty Pada Jasa Gofood. Jurnal Humanioran Dan Sosial, 21(2), 92–96. https://doi.org/10.31294/jc.v19i2
  4. Ambalao, S., Walean, R., Roring, M., & Rihi, M. L. (2022). Pengaruh Service Quality, Corporate Image dan Perceived Value terhadap Customer Loyalty yang Dimediasi oleh Customer Satisfaction di Rumah Sakit Advent Manado. Aksara: Jurnal Ilmu Pendidikan Nonformal, 8(2), 853. https://doi.org/10.37905/aksara.8.2.853-878.2022
  5. Ashraf, S., Ilyas, R., Imtiaz, M., & Ahmad, S. (2018). Impact of Service Quality, Corporate Image and Perceived Value on Brand Loyalty with Presence and Absence of Customer Satisfaction: A Study of four Service Sectors of Pakistan. International Journal of Academic Research in Business and Social Sciences, 8(2), 452–474. https://doi.org/10.6007/ijarbss/v8-i2/3885
  6. Asikin, D. D., & NurShyfa, E. (2023). Pengaruh Promosi dan Kepuasan Pelanggan terhadap Loyalitas Pelanggan E-Wallet (Dana) di Kota Cimahi, Jawa Barat. Studi Ilmu Manajemen Dan Organisasi, 4(2), 101–113. https://doi.org/10.35912/simo.v4i2.1306
  7. Asnawi, A. A., Awang, Z., Afthanorhan, A., Mohamad, M., & Karim, F. (2019). The influence of hospital image and service quality on patients’ satisfaction and loyalty. Management Science Letters, 9(6), 911–920. https://doi.org/10.5267/j.msl.2019.2.011
  8. Baran, R. J., Galka, R. J., & Strunk, D. P. (2008). Principles of Customer Relationship Management. Thomson/South-Western.
  9. Bernarto, I., Berlianto, M. P., Suryawan, I. N., Masman, R. R., & Meilani, Y. F. C. P. (2020). The Influence of Brand Awareness, Brand Image, and Brand Trust on Brand Loyalty. Jurnal Manajemen, 24(3), 412. https://doi.org/10.24912/jm.v24i3.676
  10. Calvo-Porral, C., & Lévy-Mangin, J. P. (2017). Store Brands’ Purchase Intention: Examining The Role of Perceived Quality. European Research on Management and Business Economics, 23(2), 90–95. https://doi.org/10.1016/j.iedeen.2016.10.001
  11. Dam, S. M., & Dam, T. C. (2021). Relationships between Service Quality, Brand Image, Customer Satisfaction, and Customer Loyalty. Journal of Asian Finance, Economics and Business, 8(3), 585–593. https://doi.org/10.13106/jafeb.2021.vol8.no3.0585
  12. Fatiha, R. R., Saharuddin, S., & Makkasau, S. (2024). Influence of Service Quality and Customer Satisfaction on Use Loyalty BRI Mobile Banking. Journal of Multidisciplinary Academic and Practice Studies, 2(3), 335–347. https://doi.org/10.35912/jomaps.v2i3.2257
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  15. Giovanis, A. N., Zondiros, D., & Tomaras, P. (2018). The Antecedents of Customer Loyalty for Broadband Services: The Role of Service Quality, Emotional Satisfaction and Corporate Image. Procedia - Social and Behavioral Sciences, 148, 236–244. https://doi.org/10.1016/j.sbspro.2014.07.039
  16. Hapsari, R., Clemes, M., & Dean, D. (2018). 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, 388–395. https://doi.org/10.1016/s2212-5671(16)00048-4
  17. Hudayah, S., & Abidin, Z. (2021). The Effect of Product Quality and Corporate Image on Customer Loyalty through Customer Trust in PT. Insani Baraperkasa. International Journal of Business and Management Invention (IJBMI) ISSN, 7(8), 1–9. www.ijbmi.org
  18. Joudeh, J. M. M., & Dandis, A. O. (2018). Service Quality, Customer Satisfaction and Loyalty in an Internet Service Providers. International Journal of Business and Management, 13(8), 108–120. https://doi.org/10.5539/ijbm.v13n8p108
  19. Kandampully, J., & Suhartanto, D. (2018). Customer loyalty in the hotel industry: The role of customer satisfaction and image. International Journal of Contemporary Hospitality Management, 12(6), 346–351. https://doi.org/10.1108/09596110010342559
  20. Katoni, J., & Sijabat, R. (2023). Analisis Pengaruh Brand Image, Price dan Service Quality Terhadap Customer Satisfaction dan Customer Loyalty Pada Pasien Rumah Sakit Siloam Lippo Village. Jurnal Sekretari Dan Manajemen, 7(2), 132–144. https://doi.org/10.31294/widyacipta.v7i2.15781
  21. Khoironi, A. T., Syah, H., & Dongoran, P. (2018). International Review of Management and Marketing Product Quality, Brand Image and Pricing To Improve Satisfaction Impact on Customer Loyalty. International Review of Management and Marketing, 8(3), 51–58. http:www.econjournals.com
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  25. Mahsyar, S., & Surapati, U. (2020). Effect of Service Quality and Product Quality on Customer Satisfaction and Loyalty. Business and Accounting Research (IJEBAR) Peer Reviewed-International Journal, 4(1), 204–211. https://jurnal.stie-aas.ac.id/index.php/IJEBAR
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  27. Moorthy, K., Chun T’ing, L., Ai Na, S., Tze Ching, C., Yuin Loong, L., Sze Xian, L., & Wei Ling, T. (2018). Corporate Image No Longer Leads to Customer Satisfaction and Loyalty: A Malaysian Perspective. International Journal of Law and Management, 60(4), 934–952. https://doi.org/10.1108/IJLMA-04-2017-0082
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  32. Nurdyastuti, T., & Awatara, I. G. P. D. (2018). The Role of Service and Relationship Quality Toward Customer Satisfaction and Loyalty in Bank JATENG Branch of Surakarta. Journal of Applied Economics in Developing Countries, 3(1), 39–45.
  33. Phan Tan, L., & Le, T. H. (2023). The Influence of Perceived Price and Quality of Delivery on Online Repeat Purchase Intention: The Evidence From Vietnamese Purchaser. Cogent Business and Management, 10(2173838), 1–13. https://doi.org/10.1080/23311975.2023.2173838
  34. Pratisthita, D. A. A. P., Yudhistira, P. G. A., & Agustina, N. K. W. (2022). Effect of Brand Positioning, Brand Image, and Perceived Price on Consumer Repurchase Intention Low-Cost Carrier. Jurnal Manajemen Teori Dan Terapan | Journal of Theory and Applied Management, 15(2), 181–195. https://doi.org/10.20473/jmtt.v15i2.35715
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  36. Purwianti, L., Nuzula Agustin, I., & Melodya, D. (2023). Analisa Pengaruh Service Quality, Price, Satisfaction, Trust, dan Product Quality terhadap Customer Loyalty Pada UMKM Morning Bakery Di Kota Batam. Jurnal Sains Dan Teknologi, 4(3), 148–158. https://doi.org/10.55338/saintek.v5i1.1029
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