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Abdul HAKIM,Rahmat MADJID,Endro SUKOTJO,Yusuf YUSUF 한국유통과학회 2022 The Journal of Asian Finance, Economics and Busine Vol.9 No.3
This research aims to determine and analyze: (a) the effects of digital marketing activity (DMAc), digital marketing capability (DMC), and Digital marketing asset (DMA), (b) the effects of DMAc, DMC, and DMA on marketing performance (MP), (c). the effects of entrepreneurial orientation (OE) on MP and (d). the mediating role of OA on the effects of DMAc, DMC, and DMA on OE. The research population is all the small enterprise actors in Kendari city applying digital marketing and having a permanent establishment in Kendari City. The analysis tool used is SEM Partial Least Square. Results of the research show that: (a). DMC and DMA have positive and significant effects on OE while DMAc is found to be insignificant on OE, (b). then, DMAc and DMA have positive and significant effects on MP, and DMC is found to be insignificantly increasing MP, (c). OE has positive and significant effects on MP and (d). DMC effects on MP and effects between DMA and MP are mediated by OE, whereas DMA effects on MP are not mediated by OE position. Based on research findings, DMC and DMA are superior at forming research opinions since they have a substantial influence on enhancing collaboration.
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Impact of Service Recovery, Customer Satisfaction, and Corporate Image on Customer Loyalty
Sudirman ZAID,Alida PALILATI,Rahmat MADJID,Hasanuddin BUA 한국유통과학회 2021 The Journal of Asian Finance, Economics and Busine Vol.8 No.1
This study aims to examine the impact of service recovery in building customer loyalty through the mediating role of customer satisfaction and corporate image. This study also aims to examine the reciprocal relationship between customer satisfaction and corporate image in building customer loyalty. This study uses data from 126 consumers who have received recovery for a service failure in five logistics companies which operates in Southeast Sulawesi in Indonesia, namely; JNEs; J&T Express; Pandu Logistics; MEC; and TiKi. Data was collected using a questionnaire which was then distributed to all respondents via google form. The distribution of respondents at each logistics company provider was as follows: 19 respondents were customers of JNEs; 17 respondents were customers of J&T Express; 32 respondents were customers of Pandu Logistics; 21 respondents were customers of MEC; and 37 respondents were customers of TiKi’s. The structural model developed in this study was tested using Partial Least Squared (PLS) method. The research found that service recovery has a direct effect on customer satisfaction and corporate image as positive and significant. Customer satisfaction and corporate image have a reciprocal relationship which then roles in building customer loyalty. Service recovery has an indirect effect on customer loyalty through the mediating role of customer satisfaction and corporate image.
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