Mariyudi, Mariyudi and Matriadi, Faisal (2018) Customer Value Co-Creation Behavior and Customer Loyalty: a Case Study in The Mobile Application Industry. In: the 1st Economics and Business International Conference 2017 (EBIC 2017), 25 October 2017, USU Medan.
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Abstract
This research analyzes the relationship between value co-creation behavior, perceived service quality, customer satisfaction and customer loyalty, using a Service Dominant logic (SD logic) theoretical framework. Using structural equation modeling, the study examines a sample of 350 online product communities in Indonesia. The empirical analysis provides conclusive evidence that the value co-creation behavior has an influence on the perceived service quality and customer satisfaction. It also confirms that perceived service quality and customer satisfaction have an influence on customer loyalty. To ensure an effective value co-creation process, firms need to motivate their customers to participate.
| Item Type: | Conference or Workshop Item (Paper) |
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| Uncontrolled Keywords: | value co-creation; service quality; satisfaction; loyalty |
| Subjects: | E Economy, Accounting, Development > E11 Economy (General) E Economy, Accounting, Development > E12 Management H Social Sciences > H Social Sciences (General) Q Science > Q Science (General) T Technology & Engineering > TK Electrical and Electronic Engineering > Telecommunications Engineering T Technology & Engineering > TI Informatics, Information System |
| Divisions: | Faculty of Economic and Business |
| Depositing User: | Mr. Mariyudi Mariyudi |
| Date Deposited: | 06 Aug 2018 11:37 |
| Last Modified: | 06 Aug 2018 11:37 |
| URI: | http://repository.unimal.ac.id/id/eprint/3782 |
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