CUSTOMER SATISFACTION AS A MEDIATOR OF PRICE AND SERVICE QUALITY IN SPA'S CUSTOMERS BRAND SWITCHING BEHAVIOR
This research aimed to identify the effects of customer satisfaction role as mediation of price and service quality to the brand switching on customers of Balqis Spa in Kediri. The research design was explanatory research. The total sample was about 130 respondents through the non-probability sampli...
| Main Authors: | , , |
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| Format: | Article |
| Language: | English |
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University of Brawijaya
2023-09-01
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| Series: | Jurnal Aplikasi Manajemen |
| Subjects: | |
| Online Access: | https://jurnaljam.ub.ac.id/index.php/jam/article/view/7184 |
| _version_ | 1827779986890686464 |
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| author | Laila Zulhijja Surachman Surachman Sunaryo Sunaryo |
| author_facet | Laila Zulhijja Surachman Surachman Sunaryo Sunaryo |
| author_sort | Laila Zulhijja |
| collection | DOAJ |
| description | This research aimed to identify the effects of customer satisfaction role as mediation of price and service quality to the brand switching on customers of Balqis Spa in Kediri. The research design was explanatory research. The total sample was about 130 respondents through the non-probability sampling method. The method of data collection was a questionnaire. In contrast, the data analysis methods in this research were descriptive analysis and inferential analysis through Partial Least Square (PLS) by exerting the Smart PLS 3.0 version, which aimed to examine the effects simultaneously and the partial effects among variables. The research findings show that the price directly affects the service quality and could directly and significantly affect brand switching. Customer satisfaction could fully mediate the relationship between price and brand switching. Moreover, customer satisfaction could partially mediate between the quality and brand switching for customers of Balqis Spa in Kediri. The future researcher can consider other variables outside the object in this study to increase the accuracy of the model that will be formed. |
| first_indexed | 2024-03-11T14:58:22Z |
| format | Article |
| id | doaj.art-f21c8d5b1e5d4891ba0784d00f7c6e03 |
| institution | Directory Open Access Journal |
| issn | 1693-5241 2302-6332 |
| language | English |
| last_indexed | 2024-03-11T14:58:22Z |
| publishDate | 2023-09-01 |
| publisher | University of Brawijaya |
| record_format | Article |
| series | Jurnal Aplikasi Manajemen |
| spelling | doaj.art-f21c8d5b1e5d4891ba0784d00f7c6e032023-10-30T08:16:43ZengUniversity of BrawijayaJurnal Aplikasi Manajemen1693-52412302-63322023-09-0121383084110.21776/ub.jam.2023.021.03.191507CUSTOMER SATISFACTION AS A MEDIATOR OF PRICE AND SERVICE QUALITY IN SPA'S CUSTOMERS BRAND SWITCHING BEHAVIORLaila Zulhijja0Surachman Surachman1Sunaryo Sunaryo2Faculty of Economics and Business Universitas BrawijayaFaculty of Economics and Business Universitas BrawijayaFaculty of Economics and Business Universitas BrawijayaThis research aimed to identify the effects of customer satisfaction role as mediation of price and service quality to the brand switching on customers of Balqis Spa in Kediri. The research design was explanatory research. The total sample was about 130 respondents through the non-probability sampling method. The method of data collection was a questionnaire. In contrast, the data analysis methods in this research were descriptive analysis and inferential analysis through Partial Least Square (PLS) by exerting the Smart PLS 3.0 version, which aimed to examine the effects simultaneously and the partial effects among variables. The research findings show that the price directly affects the service quality and could directly and significantly affect brand switching. Customer satisfaction could fully mediate the relationship between price and brand switching. Moreover, customer satisfaction could partially mediate between the quality and brand switching for customers of Balqis Spa in Kediri. The future researcher can consider other variables outside the object in this study to increase the accuracy of the model that will be formed.https://jurnaljam.ub.ac.id/index.php/jam/article/view/7184priceservice qualitycustomer satisfactionbrand switching |
| spellingShingle | Laila Zulhijja Surachman Surachman Sunaryo Sunaryo CUSTOMER SATISFACTION AS A MEDIATOR OF PRICE AND SERVICE QUALITY IN SPA'S CUSTOMERS BRAND SWITCHING BEHAVIOR Jurnal Aplikasi Manajemen price service quality customer satisfaction brand switching |
| title | CUSTOMER SATISFACTION AS A MEDIATOR OF PRICE AND SERVICE QUALITY IN SPA'S CUSTOMERS BRAND SWITCHING BEHAVIOR |
| title_full | CUSTOMER SATISFACTION AS A MEDIATOR OF PRICE AND SERVICE QUALITY IN SPA'S CUSTOMERS BRAND SWITCHING BEHAVIOR |
| title_fullStr | CUSTOMER SATISFACTION AS A MEDIATOR OF PRICE AND SERVICE QUALITY IN SPA'S CUSTOMERS BRAND SWITCHING BEHAVIOR |
| title_full_unstemmed | CUSTOMER SATISFACTION AS A MEDIATOR OF PRICE AND SERVICE QUALITY IN SPA'S CUSTOMERS BRAND SWITCHING BEHAVIOR |
| title_short | CUSTOMER SATISFACTION AS A MEDIATOR OF PRICE AND SERVICE QUALITY IN SPA'S CUSTOMERS BRAND SWITCHING BEHAVIOR |
| title_sort | customer satisfaction as a mediator of price and service quality in spa s customers brand switching behavior |
| topic | price service quality customer satisfaction brand switching |
| url | https://jurnaljam.ub.ac.id/index.php/jam/article/view/7184 |
| work_keys_str_mv | AT lailazulhijja customersatisfactionasamediatorofpriceandservicequalityinspascustomersbrandswitchingbehavior AT surachmansurachman customersatisfactionasamediatorofpriceandservicequalityinspascustomersbrandswitchingbehavior AT sunaryosunaryo customersatisfactionasamediatorofpriceandservicequalityinspascustomersbrandswitchingbehavior |