본문 바로가기
KERD
논문KCI 등재

The Impact of Product Quality, Price, and Distribution on Satisfaction and Loyalty

Aditya Halim Perdana Kusuma Putra|NURHILALIA|Muhammad YUSUF
한국유통과학회 (Korea Distribution Science Association)|2019.10|유통과학연구 (Journal of Distribution Science)|제17권 제10호|pp. 17-26|DOI 10.15722/jds.17.10.201910.17

0

조회

0

다운로드

7

인용

0

참고문헌

키워드

SatisfactionLoyaltyProduct QualityPriceDistribution ChannelSamsung Product.

초록

Purpose - This research investigates the old marketing mix approach to satisfaction and loyalty from the perspective of research subjects of Samsung brand smartphone cases through empirical testing involving product quality, price, distribution channel variables as antecedent variables. Research design, data, and methodology - This study emphasizes the empirical/quantitative concept by using a survey as a data collection tool. The number of samples used was 179 eligible respondents who used Samsung smartphone devices for more than five years. Statistical testing tools use PLS with several testing stages such as the classical assumption test to the hypothesis testing stage. Results - The nine hypotheses proposed, as many as two hypotheses were proposed, namely intervening relationships involving Price and Distribution channel variables on customer satisfaction and customer loyalty. Conclusions - Product quality is the essential component affecting customer satisfaction and loyalty while distribution channel is a complementary component that is no less important to measure the extent to which customer satisfaction expectations and customer loyalty are realized for the product quality of the products that have been produced and marketed. The price component is not the only reason to make consumers satisfied and loyal.

Abstract

Purpose - This research investigates the old marketing mix approach to satisfaction and loyalty from the perspective of research subjects of Samsung brand smartphone cases through empirical testing involving product quality, price, distribution channel variables as antecedent variables. Research design, data, and methodology - This study emphasizes the empirical/quantitative concept by using a survey as a data collection tool. The number of samples used was 179 eligible respondents who used Samsung smartphone devices for more than five years. Statistical testing tools use PLS with several testing stages such as the classical assumption test to the hypothesis testing stage. Results - The nine hypotheses proposed, as many as two hypotheses were proposed, namely intervening relationships involving Price and Distribution channel variables on customer satisfaction and customer loyalty. Conclusions - Product quality is the essential component affecting customer satisfaction and loyalty while distribution channel is a complementary component that is no less important to measure the extent to which customer satisfaction expectations and customer loyalty are realized for the product quality of the products that have been produced and marketed. The price component is not the only reason to make consumers satisfied and loyal.

참고문헌 (54)

  1. Abdul Qayyum, "An analysis of the antecedents of loyalty and the moderating role of customer demographics in an emerging mobile phone industry", International Journal of Emerging Markets, 8(4), pp.373~391 (2013), Emerald[DOI]
  2. Abdulfattah, F., "The effect of electronic customer relationship on customer satisfaction a study in web banking in Saudi Arabia", pp.2012
  3. Dennis C. Ahrholdt, "Enhancing loyalty: When improving consumer satisfaction and delight matters", Journal of Business Research, 94, pp.18~27 (2019), Elsevier BV[DOI]
  4. Jaime Allen, "Modelling service-specific and global transit satisfaction under travel and user heterogeneity", Transportation Research Part A: Policy and Practice, 113, pp.509~528 (2018), Elsevier BV[DOI]
  5. Armstrong, G., "Principles of marketing" (2014), Pearson Australia
  6. Todd J. Bacile, "The Effects of Online Incivility and Consumer-to-Consumer Interactional Justice on Complainants, Observers, and Service Providers During Social Media Service Recovery", Journal of Interactive Marketing, 44, pp.60~81 (2018), Elsevier BV[DOI]
  7. Erkan Bayraktar, "Measuring the efficiency of customer satisfaction and loyalty for mobile phone brands with DEA", Expert Systems with Applications, 39(1), pp.99~106 (2012), Elsevier BV[DOI]
  8. Markus Blut, "Testing Retail Marketing-Mix Effects on Patronage: A Meta-Analysis", Journal of Retailing, 94(2), pp.113~135 (2018), Elsevier BV[DOI]
  9. Bonadonna, L., "Rapid and On-Line Instrumentation for Food Quality Assurance" (2010)
  10. Cao, Y., "Internet Pricing, Price Satisfaction, and Customer Satisfaction", International Journal of Electronic Commerce, 8(2), pp.31~50 (2003)[DOI]
  11. Yongmin Chen, "Mergers and product quality: Evidence from the airline industry", International Journal of Industrial Organization, 62, pp.96~135 (2019), Elsevier BV[DOI]
  12. Crosby, L. A., "Relationship quality in services selling : an interpersonal influence perspective", The Journal of Marketing, 54, pp.68~81 (1990)
  13. Charles Chi Cui, "Brand addiction: Exploring the concept and its definition through an experiential lens", Journal of Business Research, 87, pp.118~127 (2018), Elsevier BV[DOI]
  14. Dodds, W. B., "Effects of Price, Brand, and Store Information on Buyers’ Product Evaluations", Journal of Marketing Research, 28, pp.307~319 (1991)[DOI]
  15. Judy Drennan, "Examining the role of wine brand love on brand loyalty: A multi-country comparison", International Journal of Hospitality Management, 49, pp.47~55 (2015), Elsevier BV[DOI]
  16. Jacob Eskildsen, "Customer satisfaction and customer loyalty as predictors of future business potential", Total Quality Management & Business Excellence, 19(7-8), pp.843~853 (2008), Informa UK Limited[DOI]
  17. Giuseppe Festa, "The (r)evolution of wine marketing mix: From the 4Ps to the 4Es", Journal of Business Research, 69(5), pp.1550~1555 (2016), Elsevier BV[DOI]
  18. Irene Gil Saura, "Logistic service quality and technology: a comparison between supplier–retailer and retailer–consumer relationships", The International Review of Retail, Distribution and Consumer Research, 18(5), pp.495~510 (2008), Informa UK Limited[DOI]
  19. Lluís M. Granero, "Strategic product variety and quality choice", Economics Letters, 182, pp.10~14 (2019), Elsevier BV[DOI]
  20. Murdifin Haming, "The Application of SERVQUAL Distribution In Measuring Customer Satisfaction of Retails Company", 유통과학연구, 17(2), pp.25~31 (2019), 한국유통과학회[DOI]
  21. Chin-Lung Hsu, "What drives purchase intention for paid mobile apps? – An expectation confirmation model with perceived value", Electronic Commerce Research and Applications, 14(1), pp.46~57 (2015), Elsevier BV[DOI]
  22. Ismail, H., "Customer Satisfaction Factors and Its Relationship with Customer Loyalty in Semiconductor Industry", Journal of Social Sciences, 7(1), pp.37~45 (2003)[DOI]
  23. Izogo, E. E., "Service quality, customer satisfaction and loyalty in automobile repair services sector", International Journal of Quality &Reliability Management, 32(3), pp.250~269 (2015)
  24. Tamás Józsa, "The antecedents of market orientation and its effect on customer satisfaction and service quality: The case of Hungarian municipal public service provisions", International Review on Public and Nonprofit Marketing, 14(3), pp.391~407 (2017), Springer Science and Business Media LLC[DOI]
  25. Kauffman, R. J., "A Hybrid Firm’s Pricing Strategy in Electronic Commerce Under Channel Migration", International Journal of Electronic Commerce, 14(1), pp.11~54 (2009)[DOI]
  26. 김기수, "영화관의 소비가치가 고객만족에 미치는 영향에 관한 연구: 대학생을 중심으로", 유통과학연구, 12(4), pp.73~83 (2014), 한국유통과학회[DOI]
  27. 김순홍, "체인 패밀리 레스토랑의 고객 만족 및 고객 충성도에 미치는 요인 분석", 유통과학연구, 13(5), pp.103~111 (2015), 한국유통과학회[DOI]
  28. Kotler, P., "Marketing management", pp.1~ (2012), Pearson Education Limited
  29. Kotler, P., "Principles of Marketing" (2010), Pearson education
  30. Kotler, P., "Marketing 4.0: Moving from traditional to digital" (2016), John Wiley & Sons
  31. Gendao Li, "When remanufacturing meets product quality improvement: The impact of production cost", European Journal of Operational Research, 271(3), pp.913~925 (2018), Elsevier BV[DOI]
  32. Su-Yin Lin, "The Influence of Relational Selling Behavior on Relationship Quality: The Moderating Effect of Perceived Price and Customers’ Relationship Proneness", Journal of Relationship Marketing, 12(3), pp.204~222 (2013), Informa UK Limited[DOI]
  33. Chih-Cheng Lu, "Developing customer product loyalty through mobile advertising: Affective and cognitive perspectives", International Journal of Information Management, 47, pp.101~111 (2019), Elsevier BV[DOI]
  34. Tamara Jovanov Marjanova, "Entrepreneurial Competition Orientation and Profitability: The Case of a Developing Economy", Procedia - Social and Behavioral Sciences, 207, pp.652~661 (2015), Elsevier BV[DOI]
  35. Rajiv Mehta, "Managing International Distribution Channel Partners: A Cross-Cultural Approach", Journal of Marketing Channels, 17(2), pp.89~117 (2010), Informa UK Limited[DOI]
  36. Kosuke Miyatake, "Reduction in Consumers’ Purchasing Cost by Online Shopping", Transportation Research Procedia, 12, pp.656~666 (2016), Elsevier BV[DOI]
  37. Monique Murfield, "Investigating logistics service quality in omni-channel retailing", International Journal of Physical Distribution & Logistics Management, 47(4), pp.263~296 (2017), Emerald[DOI]
  38. S. Murali, "Modelling and Investigating the relationship of after sales service quality with customer satisfaction, retention and loyalty – A case study of home appliances business", Journal of Retailing and Consumer Services, 30, pp.67~83 (2016), Elsevier BV[DOI]
  39. John C. Narver, "The Effect of a Market Orientation on Business Profitability", Journal of Marketing, 54(4), pp.20~ (1990), SAGE Publications[DOI]
  40. Tahir M. Nisar, "What factors determine e-satisfaction and consumer spending in e-commerce retailing?", Journal of Retailing and Consumer Services, 39, pp.135~144 (2017), Elsevier BV[DOI]
  41. Paul Piveteau, "Estimating firm product quality using trade data", Journal of International Economics, 118, pp.217~232 (2019), Elsevier BV[DOI]
  42. Julian Pötzl, "Issues in Direct Channel Distribution: A Comparison of Selling via the Internet in the Airline Business and the Fast-moving Consumer Goods Industry", Electronic Markets, 10(3), pp.153~157 (2000), Informa UK Limited[DOI]
  43. Putra, A. H. P. K., "Implication Of External And Internal Factors Of Mall Consumers In Indonesia To Impulsive Buying Behavior", International Journal of Business Accounting and Management ISSN, 2(4), pp.1~10 (2017)
  44. Ramlawati, R., "Total Quality Management as the Key of the Company to Gain the Competitiveness, Performance Achievement and Consumer Satisfaction", International Review of Management and Marketing, 8(5), pp.60~69 (2018)
  45. Ramunė Čiarnienė, "Theoretical Framework of E-Business Competitiveness", Procedia - Social and Behavioral Sciences, 213, pp.734~739 (2015), Elsevier BV[DOI]
  46. Ridha, A., "Celebrity Endorser Pada Jejaring Sosial instagram Untuk Menarik Minat Pembelian Calon Konsumen", Jurnal Economic Resource, 1(1), pp.86~96 (2018)
  47. Gonzalo Ruiz Díaz, "The influence of satisfaction on customer retention in mobile phone market", Journal of Retailing and Consumer Services, 36, pp.75~85 (2017), Elsevier BV[DOI]
  48. Andrea Seidl, "A multi-stage optimal control approach of durable goods pricing and the launch of new product generations", Automatica, 106, pp.207~220 (2019), Elsevier BV[DOI]
  49. Tor Wallin Andreassen, "The principal’s and agents’ contribution to customer loyalty within an integrated service distribution channel", European Journal of Marketing, 31(7), pp.487~503 (1997), Emerald[DOI]
  50. R. Torres-Ortega, "How to measure born-global firms’ orientation towards international markets?", Revista Española de Investigación de Marketing ESIC, 19(2), pp.107~123 (2015), Elsevier BV[DOI]
  51. Sevtap Unal, "An Investigation on the Evaluation of the Factors Affecting Brand Love", Procedia - Social and Behavioral Sciences, 92(Lumen), pp.76~85 (2013), Elsevier BV[DOI]
  52. Sonia Vilches-Montero, "Using the senses to evaluate aesthetic products at the point of sale: The moderating role of consumers’ goals", Journal of Retailing and Consumer Services, 40, pp.82~90 (2018), Elsevier BV[DOI]
  53. Sung-Joon Yoon, "Validation of Marketing Performance Model for Service Industries in Korea", Services Marketing Quarterly, 26(4), pp.57~76 (2005), Informa UK Limited[DOI]
  54. Zeithaml, V. A., "Service quality delivery through web sites : a critical review of extant knowledge", Journal of the Academy of Marketing Science, 30(4), pp.362~ (2002)

관련 논문AI추천

Local Brand Love Based On Product, Price, Promotion, Online DistributionGede Bayu RAHANATHA, I Gusti Ayu Ketut GIANTARI, I Gusti Ngurah Jaya Agung WIDAGDA, I Wayan SANTIKA, Nilna MUNA, Ni Luh Wayan Sayang TELAGAWATHI, Ni Nyoman Kerti YASA, Putu Laksmita Dewi RAHMAYANTI한국유통과학회 · 유통과학연구2022 · 제20권 제5호Factors Influencing Brand Loyalty in the Distribution of Indonesian FMCG ProductAstika Prima NITULAR, Hendra CRISWANTO, Muhammad Diast REYHANRAFIF, Ricardo INDRA한국유통과학회 · 유통과학연구2024 · 제22권 제12호The Effect of Product Quality and SERVQUAL on Customer Satisfaction and Customer Loyalty이건희, 정재휘한국전문경영인학회 · 전문경영인연구2018 · 제21권 제1호The Effects of Experience and Brand Relationship to Brand Satisfaction, Trust and Loyalty Shopping Distribution of Consumer Philips Lighting Product in IndonesiaLa MANI, Sylvia Christianti BUDI, Z. HIDAYAT한국유통과학회 · 유통과학연구2021 · 제19권 제1호The Impact of Logistics Service Quality on Consumer Satisfaction in E-Commerce Distribution Channels in Indonesia한국유통과학회 · 유통과학연구2025 · 제23권 제2호제습기산업의 유통경로별 서비스품질이 고객만족 및 고객충성에 미치는 상호관계에 대한 연구김규식, 이상복한국품질경영학회 · 품질경영학회지2014 · 제42권 제4호

이 간행물의 다른 논문 (11건)

How do Retailers’ CSR Business Activities affect Customers in Korea?조영상, Sung-Mo CHUN, Ji-Bok Chungpp. 5-15The Relationships among Service Quality and e-Marketing with Trust and Loyalty to Brands of Mobile Telephone Operators in KosovoVjosa MULLATAHIRI, Fatos UKAJpp. 27-39The Effect of SG&A on Analyst Forecasts and the Case of Distribution IndustriesSeung-Yeon LIMpp. 41-48The Effects of Sports Sponsorship Recognition on Corporate Image, Purchasing Intention and Brand IdentificationMyung-Hwan YANG, Jae-Gyun KIM, Seung-Hoon KANGpp. 49-59Factors Impacting on Korean Consumer Goods Purchase Decision of Vietnam’s Generation ZXuan Truong NGUYENpp. 61-71
원문 보기