International Journal of Business, Law, and Education
Vol. 4 No. 2 (2023): International Journal of Business, Law, and Education (July-December)

THE INFLUENCE OF PERCEIVED VALUE ON CUSTOMER LOYALTY THROUGH CUSTOMER SATISFACTION AND CUSTOMER ENGAGEMENT AS A MEDIATING VARIABLE ON CUSTOMERS PT. JINOM PONOROGO

Abdul Mu’iz Ihsan Ihsan (Faculty of Economics and Business, Universitas Negeri Malang, Indonesia)
Agus Hermawan (Faculty of Economics and Business, Universitas Negeri Malang, Indonesia)
Agung Winarno (Faculty of Economics and Business, Universitas Negeri Malang, Indonesia)

Article Info

Publish Date
30 Jul 2023

Abstract

The purpose of this analysis is to determine the direct and indirect effects of perceived value on customer loyalty through customer satisfaction and customer engagement on PT JINOM Ponorogo customers. This type of research is descriptive and explanatory research, with a quantitative approach. For data processing using SEM-PLS. Questionnaire survey data was collected using Google Forms. The sample in this study was 208 customers of PT JINOM Ponorogo. The findings show that Perceived value (X) has a positive and significant effect on customer loyalty (Y). Perceived value (X) has a positive and significant effect on customer satisfaction (Z1). Perceived value (X) has a positive and significant effect on customer engagement (Z2). Customer satisfaction (Z1) has a positive and significant effect on customer loyalty (Y). Customer engagement (Z2) has a positive and significant effect on customer loyalty (Y). Customer satisfaction (Z1) has a positive and significant effect on mediating perceived value (X) on customer loyalty (Y). Customer engagement (Z2) has a positive and significant effect on mediating Perceived value (X) on customer loyalty (Y)

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International Journal of Business, Law, and Education
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journal

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IJBLE Scientific Publications Community Inc

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Economics, Econometrics & Finance Education Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Neuroscience Social Sciences Other

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International Journal of Business, Law, and Education disseminates knowledge about Business, Law, and Education that useful to academics, educators, scholars, managers, practitioners, policy makers, consumers, and other stakeholders all around the ...