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All Journal Matrik: Jurnal Manajemen, Strategi Bisnis, dan Kewirausahaan Ikonomika : Jurnal Ekonomi dan Bisnis Islam Stability: Journal of Management and Business Iqtishadia: Jurnal Kajian Ekonomi dan Bisnis Islam Jurnal Ilmiah Mahasiswa Manajemen, Bisnis dan Akuntansi JCSE: Journal of Community Service and Empowerment
Muhammad Baehaqi
Universitas Putra Bangsa
Religion Humanities Computer Science & IT Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Social Sciences Other

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Journal : Matrik: Jurnal Manajemen, Strategi Bisnis, dan Kewirausahaan

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Determining Value Co-Creation Behaviour toward Customer Loyalty and Customer Retention on the SRC’s Business Platformorm Muhammad Baehaqi; Ragil Setya Cahyono; Sulis Riptiono
Matrik : Jurnal Manajemen, Strategi Bisnis, dan Kewirausahaan Volume 17 Nomor 1 Tahun 2023
Publisher : Faculty of Economics and Business Udayana University

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.24843/MATRIK:JMBK.2023.v17.i01.p04

Abstract

Customer retention is the maintenance of long-term customer-company relationships through customer satisfaction thereby creating loyalty. Value co-creation is proven to have a significant role in creating customer loyalty, so that customer loyalty becomes actual retention for the company. The role of shared value creation should be considered in customer relationship mechanisms. This study aims to produce an analysis of the role of value co-creation behavior on customer retention. This focus is novelty in research, because no confirmation was found in previous studies that produced a relationship between the two. Customer loyalty is the variable that mediates the relationship between value creation behavior and customer retention. This research produces findings regarding the positive influence of customer involvement through value co-creation behavior on retention as a long-term customer relationship mechanism with the company. Keywords: value coreation behaviour; customer loyalty; customer retention
Co-Authors Ahmad Syarifudin Anis Larasati Anton Prasetyo Awaludin Abid Dani Rizana Eko Wardoyo Farid Zain Lutfi Ragil Setya Cahyono Ragil Setyo Cahyono Ragil Setyo Cahyono Riptiono, Sulis