The Effects of Customer Satisfaction on Intentions To Stay At MSME In The Covid-19 Endemic In Indonesia
Keywords:
Customer Satisfaction, Word of Mouth, Intention to StayAbstract
This study aims to examine the consequences of customer satisfaction on the intention to stay at MSMEs during the Covid-19 endemic in Indonesia. The sample was determined by the Random Cluster Sampling Method with a sample size of 400 respondents. The results revealed that the value of the perceive price for customer satisfaction has a p-value higher than the lowest average value. The Product Quality for customer satisfaction has a greater p-value than the lowest average value. The value of Service Quality towards customer satisfaction has a smaller p-value than the lowest average value. Customer satisfaction valued by word of mouth has a smaller p-value than the lowest average value. Customer satisfaction towards intention to stay has a smaller p-value than the lowest average value.
Downloads
References
Aslam, M. S., & Safdar, U. (2012). The Influence of job burnout on intention to stay in the organization: mediating role of affective commitment. Journal of Basic and Applied Scientific Research, 2(4), 4016–4025.
Batra, R., & Sinha, I. (2000). Consumer-Level Factors Moderating The Success. Journal of Retailing, 76(2), 175–191.
Biotto, M., De Toni, A. F., & Nonino, F. (2012). Knowledge and cultural diffusion along the supply chain as drivers of product quality improvement: The illycaffè case study. International Journal of Logistics Management, 23(2), 212–237. https://doi.org/10.1108/09574091211265369
Chen, T. Y., Chang, P. L., & Chang, H. S. (2005). Price, brand cues, and banking customer value. International Journal of Bank Marketing, 23(3), 273–291. https://doi.org/10.1108/02652320510591720
Çiflikli, C., & Kahya-Özyirmidokuz, E. (2012). Enhancing product quality of a process. Industrial Management and Data Systems, 112(8), 1181–1200. https://doi.org/10.1108/02635571211264618
Cohen, D., & Gan, C. (2006). Customer Satisfaction : a Study of Bank Customer Retention in New Zealand. International Journal of Applied Economics and Econometrics, 14(109), 87–112.
Hasibuan, R. R. (2021). Anteseden Repurchase Intention Aplikasi Shopee Dengan Kepuasan Sebagai Variabel Mediasi Di Kabupaten Banyumas. 16(2), 253–265.
Hasibuan, R. R. (2021). Analisis Pengaruh Kualitas Produk, Promosi, dan Tenaga Penjual terhadap Keputusan Pembelian Produk Kosmetik Import Oriflame di Spo 1507. Jurnal Ekonomi, 11(2), 1-12.
Hasibuan, R. R. (2023). The Impact of Dental Satisfaction Questionnaire (DSQ) and Word of Mouth on Patient Satisfaction Educational Dental and Oral Hospital. Telaah Bisnis, 23(2), 129-143.
Hasibuan, R. R., Novandari, W., & Setyanto, R. P. (2024). The role of digital literacy on the social media performance of batik MSMEs with digital capability as an intervening variable. International Journal of Business and Quality Research, 2(03), 39-54.
Hasibuan, R. R., & Sudarto, S. (2024). The Role of Digital Capability and Social Media Engagement in Mediating Entrepreneurial Marketing on MSME Marketing Performance in Banyumas Regency. International Journal of Business and Quality Research, 2(04), 39-56.
Hasibuan, R. R., & Najmudin, N. (2024). Content Marketing, Customer Engagement On Marketing Performance Mediated By Digital Marketing In Batik Msmes In Banyumas Regency. International Journal of Economics, Business and Innovation Research, 3(03), 287-304.
Hasibuan, R. R. (2024). DAMPAK PERSONAL BRANDING DAN INFLUENCER MARKETING TERHADAP KEPUTUSAN PEMBELIAN KONSUMEN GENERASI Z. House of Management and Business (HOMBIS) Journal, 3(2), 57-62.
Herrmann, A., Xia, L., Kent, M. B., & Huber, F. (2007). The influence of price fairness on customer satisfaction: An empirical test in the context of automobile purchases. Journal of Product and Brand Management, 16(1), 49–58. https://doi.org/10.1108/10610420710731151
Ishtiaq Ishaq, M. (2011). an Empirical Investigation of Customer Satisfaction and Behavioral Responses in Pakistani Banking Sector. Management & Marketing Challenges for the Knowledge Society, 6(3), 457–470.
Jiang, P., & Rosenbloom, B. (2005). Customer intention to return online: Price perception, attribute-level performance, and satisfaction unfolding over time. European Journal of Marketing, 39(1–2), 150–174. https://doi.org/10.1108/03090560510572061
Marinescu, P., & Toma, S. (2001). Rajiv Lal, Ram Rao,(1997). 3(1997), 1122–1127.
Mohd, R. S., Suhardi, W. M., Anita, A. H., Maznah, W. O., & Etty, H. H. (2013). The relationship between product quality and purchase intention: The case of Malaysias national motorcycle/scooter manufacturer. African Journal of Business Management, 5(20), 8163–8176. https://doi.org/10.5897/ajbm11.267
Munnukka, J. (2008). Customers’ purchase intentions as a reflection of price perception. Journal of Product and Brand Management, 17(3), 188–196. https://doi.org/10.1108/10610420810875106
Mustapha, N., Ahmad, A., Uli, J., & Idris, K. (2011). Antecedents of intention to stay with the mediating effects of work-family factors among single mothers. European Journal of Social Sciences, 22(2), 262–279.
Ngo, Q. H. (2021). How market orientation induces small businesses’ performance: the role of strategic fits. Gadjah Mada International Journal of Business, 23(1), 55–75. https://doi.org/10.22146/GAMAIJB.60623
Oktavia, O., Veronica Siregar, S., Wardhani, R., & Rahayu, N. (2019). The effects of financial derivatives on earnings management and market mispricing. Gadjah Mada International Journal of Business, 21(3), 289–307. https://doi.org/10.22146/gamaijb.34112
Ong, C. H., Salleh, S. M., & Yusoff, R. Z. (2016). The role of emotional and rational trust in explaining attitudinal and behavioral loyalty: An insight into SME brands. Gadjah Mada International Journal of Business, 18(1), 1–19. https://doi.org/10.22146/gamaijb.9285
Quoquab, F., Abdullah, N. L., & Mohammad, J. (2016). Investigating the effects of consumer innovativeness, service quality and service switching costs on service loyalty in the mobile phone service context. Gadjah Mada International Journal of Business, 18(1), 21–53. https://doi.org/10.22146/gamaijb.9286
Shetty, S. J., Chaudhuri, M. S., & Shetty, A. (2021). The influence of cause-related marketing on millennials’ purchase intentions: Evidence of CSR from an emerging economy. Gadjah Mada International Journal of Business, 23(2), 137–154. https://doi.org/10.22146/gamaijb.55069
Tan, S. J., Lee, K. S., & Lim, G. H. (2001). Warranty and warrantor reputations as signals of hybrid product quality. European Journal of Marketing, 35(1/2), 110–132. https://doi.org/10.1108/03090560110363373
Voss, G. B., Parasuraman, A., & Grewal, D. (1998). The roles of price, performance, and expectations in determining satisfaction in service exchanges. Journal of Marketing, 62(4), 46–61. https://doi.org/10.2307/1252286
Wilson, N., Keni, K., & Tan, P. H. P. (2019). The effect of website design quality and service quality on repurchase intention in the E-commerce industry: A cross-continental analysis. Gadjah Mada International Journal of Business, 21(2), 187–222. https://doi.org/10.22146/gamaijb.33665
Yoshida, M., & James, J. D. (2010). Customer satisfaction with game and service experiences: Antecedents and consequences. Journal of Sport Management, 24(3), 338–361. https://doi.org/10.1123/jsm.24.3.338
Zeytinoglu, Keser, Y. (2008). Job Satisfaction , Commitment and Intention To Stay Among Banks ’ Call Centre Workers : the Case of Workers in Turkey.
Zheitaml, V. (1988). Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence. Journal of Marketing, 52(July), 2–22.
The work is distributed under a 