How to cite this paper
Samudro, A., Sumarwan, U., Simanjuntak, M & Yusuf, E. (2020). Assessing the effects of perceived quality and perceived value on customer satisfaction.Management Science Letters , 10(5), 1077-1084.
Refrences
Andersson, P., & Karlström, K. (2014). Factors influencing a customer’s loyalty in B2B relationships. Halmstad University.
Askariazad, M. H., & Babakhani, N. (2015). An application of European Customer Satisfaction Index (ECSI) in Business to Business (B2B) context. Journal of Business and Industrial Marketing, 30(1), 17–31.
Baumgarth, C., & Binckebanck, L. (2011). Sales force impact on B-to-B brand equity: Conceptual framework and empirical test. Journal of Product and Brand Management, 20(6), 487–498.
Bolton, R. N., & Drew, J. H. (1991). Multistage model of service customers’ quality and value assessments. Journal of Consumer Research, 17(4), 375–384.
Brown, M., & Cudeck, R. (1993). EQS Structural Equations Program Manual. Los Angeles (US): Multivariate Software Inc.
Carmine, E. G., & Zeller, R. (1979). Reliability and Validity Assessment. Newbury Park, CA (US): Sage Publications.
Christopher, M., Payne, A., & Ballantyne, D. (2002). Relationship Marketing: Creating Stakeholder Value (2nd ed.). Oxford (GB): Butterworth Heinemann.
Churchill, G. A., & Surprenant, C. (1982). An Investigation into the Determinants of Customer Satisfaction. Journal of Marketing Research, 19(November), 491–504.
Ćorić, D. S., & Jelić, D. (2015). Applicability of Keller’s brand equity model in the B2B chemical market. Economic Research-Ekonomska Istraživanja, 28(1), 1006–1017.
Cretu, A. E., & Brodie, R. J. (2007). The influence of brand image and company reputation where manufacturers market to small firms: A customer value perspective. Industrial Marketing Management, 36, 230–240.
Eggert, A., Ulaga, W., & Schultz, F. (2006). Value creation in the relationship life cycle: A quasi-longitudinal analysis. Industrial Marketing Management, 35(1), 20–27.
Fornell, C. (1992). A national customer satisfaction barometer: The Swedish experience. Journal of Marketing, 56(1), 6.
Fornell, C., Johnson, M. D., Anderson, E. W., Cha, J., & Bryant, B. E. (1996). The American Customer Satisfaction Index: nature, purpose, and findings. Journal of Marketing, 60(4), 7–18.
Ganguli, S., & Roy, S. K. (2011). Generic technology‐based service quality dimensions in banking. International Journal of Bank Marketing, 29(2), 168–189.
Grönroos, C. (1997). Keynote paper: From marketing mix to relationship marketing ‐ towards a paradigm shift in marketing. Management Decision, 35(4), 322–339.
Grönroos, C. (2004). The relationship marketing process: communication, interaction, dialogue, value. Journal of Business & Industrial Marketing, 19(2), 99–113.
Hair, J. F., Black, W. C., Babin, B. J., & Anderson, R. E. (2010). Multivariate Data Analysis. Pearson-Prentice Hall, NJ.
Hakansson, H. (1982). International marketing and purchasing of industrial goods. IMP Project Group. Wiley and Sons.
Hollyoake, M. (2009). The four pillars: Developing a ‘bonded’ business-to-business customer experience. Journal of Database Marketing & Customer Strategy Management, 16(2), 132–158. https://doi.org/10.1057/dbm.2009.14
Hong, S. C., & Goo, Y. J. J. (2004). A causal model of customer loyalty in professional service firms: an empirical study. International Journal of Management, 21(4), 531–540.
Igbaria, M., Zinatelli, N., Cragg, P., & Cavaye, A. L. M. (1997). Personal computing acceptance factors in small firms: a structural equation model. MIS Quarterly, 21(3).
Jayawardhena, C., Souchon, A. L., Farrell, A. M., & Glanville, K. (2007). Outcomes of service encounter quality in a business-to-business context. Industrial Marketing Management, 36(5), 575–588.
Kassim, N., & Asiah Abdullah, N. (2010). The effect of perceived service quality dimensions on customer satisfaction, trust, and loyalty in e-commerce settings: A cross cultural analysis. Asia Pacific Journal of Marketing and Logistics, 22(3), 351–371.
Kotler, P., & Armstrong, G. (2018). Principles of Marketing (17th ed.). New Jersey (US): Pearson Education, Inc.
Lam, S. Y., Shankar, V., Erramilli, M. K., & Murthy, B. (2004). Customer value, satisfaction, loyalty, and switching costs: An illustration from a business-to-business service context. Journal of the Academy of Marketing Science, 32(3), 293–311.
Leek, S., & Christodoulides, G. (2012). A framework of brand value in B2B markets: The contributing role of functional and emotional components. Industrial Marketing Management, 41, 106–114.
Loehlin, J. C., & Beaujean, A. A. (2017). Latent variable models: an introduction to factor, path, and structural equation analysis (5th ed.). New York (US): Taylor & Francis. https://doi.org/10.4324/9781315643199
Mackevičiūtė, E. (2013). Customer perceived value impact on customer satisfaction and loyalty: case of bakery and confectionery B2B market in Lithuania [tesis]. Kaunas [LTU]: ISM University of Management and Economics.
Man, M., Modrak, V., Dima, I. C., & Pachura, P. (2011). The cost for the entire life cycle of the product respecting quality standards. Polish Journal of Management Studies, 4, 15–22.
Molinari, L. K., Abratt, R., & Dion, P. (2008). Satisfaction, quality and value, and effects on repurchase and positive word-of-mouth behavioral intentions in a B2B services context. Journal of Services Marketing, 22(5), 363–373.
Mummalaneni, V. (1987). The influence of a close personal relationship between the buyer and the seller on the continued stability of their role relationship. The Pennsylvania State University.
Oliver, R. (1996). Varieties of Value in the Consumption Satisfaction Response. Advances in Consumer Research, 23, 143–147.
Pandey, S. K., & Mookerjee, A. (2018). Assessing the role of emotions in B2B decision making: an exploratory study. Journal of Indian Business Research. https://doi.org/10.1108/JIBR-10-2017-0171
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1985). A conceptual model of service quality and its implications for future research. Journal of Marketing, 49(4), 41–50.
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988). SERVQUAL: a multiple-item scale for measuring consumer perceptions of service quality. Journal of Retailing, 64(1), 12–40.
Persson, N. (2010). An exploratory investigation of the elements of B2B brand image and its relationship to price premium. Industrial Marketing Management, 39, 1269–1277.
Saling, P., Kicherer, A., Dittrich-Krämer, B., Wittlinger, R., Zombik, W., Schmidt, I., … Schmidt, S. (2002). Eco-efficiency analysis by BASF: the method. The International Journal of Life Cycle Assessment, 7(4), 203–218.
Samudro, A., Sumarwan, U., Simanjuntak, M., & Yusuf, E. Z. . (2019). How commitment, satisfaction, and cost fluctuation influence customer loyalty. Journal of Management and Marketing Review, 4(2), 115–125.
Samudro, A., Sumarwan, U., Yusuf, E. Z. ., & Simanjuntak, M. (2018). Perceived Value, Social Bond, and Switching Cost as Antecedents and Predictors of Customer Loyalty in the B2B Chemical Industry Context: A Literature Review. International Journal of Marketing Studies, 10(4), 124–138.
Shonnard, D. R., Kicherer, A., & Saling, P. (2003). Industrial applications using BASF eco-efficiency analysis: perspectives on green engineering principles. Environmental Science and Technology, 37(23), 5340–5348.
Skrzypek, E. (2012). Efektywność ekonomiczna jako ważny czynnik sukcesu organizacji. Research Papers Of Wrocław University Of Economics, 262, 313–325.
Susanti, V., Sumarwan, U., Simanjuntak, M., & Yusuf, E. Z. (2019a). How to manage customer satisfaction through brand association and perceived value strategy. Journal of Management and Marketing Review, 4(3), 184–193.
Susanti, V., Sumarwan, U., Simanjuntak, M., & Yusuf, E. Z. (2019b). Pengaruh perceived brand quality, perceived value, dan switching cost terhadap customer satisfaction dan brand loyalty: studi pasar industri kimia di Indonesia. MIX: Jurnal Ilmiah Manajemen, 9(2), 282–297.
Taylor, S. A., Hunter, G. L., & Lindberg, D. L. (2007). Understanding (customer-based) brand equity in financial services. Journal of Services Marketing, 21(4), 241–252.
Tse, D. K., & Wilton, P. C. (1988). Models of Consumer Satisfaction Formation: An Extension. Journal of Marketing Research, 25(May), 204–212.
Ulaga, W., & Chacour, S. (2001). Measuring customer-perceived value in business markets. Industrial Marketing Management, 30(6), 525–540.
Ulaga, W., & Eggert, A. (2006a). Relationship value and relationship quality: broadening the nomological network of business-to-business relationships. European Journal of Marketing, 40(3/4), 311–327.
Ulaga, W., & Eggert, A. (2006b). Value-based differentiation in business relationships: Gaining and sustaining key supplier status. Journal of Marketing, 70(1), 119–136.
van Riel, A. C. R., de Mortanges, C. P., & Streukens, S. (2005). Marketing antecedents of industrial brand equity: An empirical investigation in specialty chemicals. Industrial Marketing Management, 34, 841–847.
Vera, J. (2015). Perceived brand quality as a way to superior customer perceived value crossing by moderating effects. Journal of Product and Brand Management, 24(2), 147–156.
Walter, A., Ritter, T., & Gemünden, H. G. (2001). Value creation in buyer–seller relationships: Theoretical considerations and empirical results from a supplier’s perspective. Industrial Marketing Management, 30(4), 365–377.
Zeithaml, V. A., Bitner, M. J., & Gremler, D. D. (2018). Services Marketing: Integrating Customer Focus across the Firm (7th ed.). New York (US): McGraw-Hill International Edition.
Askariazad, M. H., & Babakhani, N. (2015). An application of European Customer Satisfaction Index (ECSI) in Business to Business (B2B) context. Journal of Business and Industrial Marketing, 30(1), 17–31.
Baumgarth, C., & Binckebanck, L. (2011). Sales force impact on B-to-B brand equity: Conceptual framework and empirical test. Journal of Product and Brand Management, 20(6), 487–498.
Bolton, R. N., & Drew, J. H. (1991). Multistage model of service customers’ quality and value assessments. Journal of Consumer Research, 17(4), 375–384.
Brown, M., & Cudeck, R. (1993). EQS Structural Equations Program Manual. Los Angeles (US): Multivariate Software Inc.
Carmine, E. G., & Zeller, R. (1979). Reliability and Validity Assessment. Newbury Park, CA (US): Sage Publications.
Christopher, M., Payne, A., & Ballantyne, D. (2002). Relationship Marketing: Creating Stakeholder Value (2nd ed.). Oxford (GB): Butterworth Heinemann.
Churchill, G. A., & Surprenant, C. (1982). An Investigation into the Determinants of Customer Satisfaction. Journal of Marketing Research, 19(November), 491–504.
Ćorić, D. S., & Jelić, D. (2015). Applicability of Keller’s brand equity model in the B2B chemical market. Economic Research-Ekonomska Istraživanja, 28(1), 1006–1017.
Cretu, A. E., & Brodie, R. J. (2007). The influence of brand image and company reputation where manufacturers market to small firms: A customer value perspective. Industrial Marketing Management, 36, 230–240.
Eggert, A., Ulaga, W., & Schultz, F. (2006). Value creation in the relationship life cycle: A quasi-longitudinal analysis. Industrial Marketing Management, 35(1), 20–27.
Fornell, C. (1992). A national customer satisfaction barometer: The Swedish experience. Journal of Marketing, 56(1), 6.
Fornell, C., Johnson, M. D., Anderson, E. W., Cha, J., & Bryant, B. E. (1996). The American Customer Satisfaction Index: nature, purpose, and findings. Journal of Marketing, 60(4), 7–18.
Ganguli, S., & Roy, S. K. (2011). Generic technology‐based service quality dimensions in banking. International Journal of Bank Marketing, 29(2), 168–189.
Grönroos, C. (1997). Keynote paper: From marketing mix to relationship marketing ‐ towards a paradigm shift in marketing. Management Decision, 35(4), 322–339.
Grönroos, C. (2004). The relationship marketing process: communication, interaction, dialogue, value. Journal of Business & Industrial Marketing, 19(2), 99–113.
Hair, J. F., Black, W. C., Babin, B. J., & Anderson, R. E. (2010). Multivariate Data Analysis. Pearson-Prentice Hall, NJ.
Hakansson, H. (1982). International marketing and purchasing of industrial goods. IMP Project Group. Wiley and Sons.
Hollyoake, M. (2009). The four pillars: Developing a ‘bonded’ business-to-business customer experience. Journal of Database Marketing & Customer Strategy Management, 16(2), 132–158. https://doi.org/10.1057/dbm.2009.14
Hong, S. C., & Goo, Y. J. J. (2004). A causal model of customer loyalty in professional service firms: an empirical study. International Journal of Management, 21(4), 531–540.
Igbaria, M., Zinatelli, N., Cragg, P., & Cavaye, A. L. M. (1997). Personal computing acceptance factors in small firms: a structural equation model. MIS Quarterly, 21(3).
Jayawardhena, C., Souchon, A. L., Farrell, A. M., & Glanville, K. (2007). Outcomes of service encounter quality in a business-to-business context. Industrial Marketing Management, 36(5), 575–588.
Kassim, N., & Asiah Abdullah, N. (2010). The effect of perceived service quality dimensions on customer satisfaction, trust, and loyalty in e-commerce settings: A cross cultural analysis. Asia Pacific Journal of Marketing and Logistics, 22(3), 351–371.
Kotler, P., & Armstrong, G. (2018). Principles of Marketing (17th ed.). New Jersey (US): Pearson Education, Inc.
Lam, S. Y., Shankar, V., Erramilli, M. K., & Murthy, B. (2004). Customer value, satisfaction, loyalty, and switching costs: An illustration from a business-to-business service context. Journal of the Academy of Marketing Science, 32(3), 293–311.
Leek, S., & Christodoulides, G. (2012). A framework of brand value in B2B markets: The contributing role of functional and emotional components. Industrial Marketing Management, 41, 106–114.
Loehlin, J. C., & Beaujean, A. A. (2017). Latent variable models: an introduction to factor, path, and structural equation analysis (5th ed.). New York (US): Taylor & Francis. https://doi.org/10.4324/9781315643199
Mackevičiūtė, E. (2013). Customer perceived value impact on customer satisfaction and loyalty: case of bakery and confectionery B2B market in Lithuania [tesis]. Kaunas [LTU]: ISM University of Management and Economics.
Man, M., Modrak, V., Dima, I. C., & Pachura, P. (2011). The cost for the entire life cycle of the product respecting quality standards. Polish Journal of Management Studies, 4, 15–22.
Molinari, L. K., Abratt, R., & Dion, P. (2008). Satisfaction, quality and value, and effects on repurchase and positive word-of-mouth behavioral intentions in a B2B services context. Journal of Services Marketing, 22(5), 363–373.
Mummalaneni, V. (1987). The influence of a close personal relationship between the buyer and the seller on the continued stability of their role relationship. The Pennsylvania State University.
Oliver, R. (1996). Varieties of Value in the Consumption Satisfaction Response. Advances in Consumer Research, 23, 143–147.
Pandey, S. K., & Mookerjee, A. (2018). Assessing the role of emotions in B2B decision making: an exploratory study. Journal of Indian Business Research. https://doi.org/10.1108/JIBR-10-2017-0171
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1985). A conceptual model of service quality and its implications for future research. Journal of Marketing, 49(4), 41–50.
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988). SERVQUAL: a multiple-item scale for measuring consumer perceptions of service quality. Journal of Retailing, 64(1), 12–40.
Persson, N. (2010). An exploratory investigation of the elements of B2B brand image and its relationship to price premium. Industrial Marketing Management, 39, 1269–1277.
Saling, P., Kicherer, A., Dittrich-Krämer, B., Wittlinger, R., Zombik, W., Schmidt, I., … Schmidt, S. (2002). Eco-efficiency analysis by BASF: the method. The International Journal of Life Cycle Assessment, 7(4), 203–218.
Samudro, A., Sumarwan, U., Simanjuntak, M., & Yusuf, E. Z. . (2019). How commitment, satisfaction, and cost fluctuation influence customer loyalty. Journal of Management and Marketing Review, 4(2), 115–125.
Samudro, A., Sumarwan, U., Yusuf, E. Z. ., & Simanjuntak, M. (2018). Perceived Value, Social Bond, and Switching Cost as Antecedents and Predictors of Customer Loyalty in the B2B Chemical Industry Context: A Literature Review. International Journal of Marketing Studies, 10(4), 124–138.
Shonnard, D. R., Kicherer, A., & Saling, P. (2003). Industrial applications using BASF eco-efficiency analysis: perspectives on green engineering principles. Environmental Science and Technology, 37(23), 5340–5348.
Skrzypek, E. (2012). Efektywność ekonomiczna jako ważny czynnik sukcesu organizacji. Research Papers Of Wrocław University Of Economics, 262, 313–325.
Susanti, V., Sumarwan, U., Simanjuntak, M., & Yusuf, E. Z. (2019a). How to manage customer satisfaction through brand association and perceived value strategy. Journal of Management and Marketing Review, 4(3), 184–193.
Susanti, V., Sumarwan, U., Simanjuntak, M., & Yusuf, E. Z. (2019b). Pengaruh perceived brand quality, perceived value, dan switching cost terhadap customer satisfaction dan brand loyalty: studi pasar industri kimia di Indonesia. MIX: Jurnal Ilmiah Manajemen, 9(2), 282–297.
Taylor, S. A., Hunter, G. L., & Lindberg, D. L. (2007). Understanding (customer-based) brand equity in financial services. Journal of Services Marketing, 21(4), 241–252.
Tse, D. K., & Wilton, P. C. (1988). Models of Consumer Satisfaction Formation: An Extension. Journal of Marketing Research, 25(May), 204–212.
Ulaga, W., & Chacour, S. (2001). Measuring customer-perceived value in business markets. Industrial Marketing Management, 30(6), 525–540.
Ulaga, W., & Eggert, A. (2006a). Relationship value and relationship quality: broadening the nomological network of business-to-business relationships. European Journal of Marketing, 40(3/4), 311–327.
Ulaga, W., & Eggert, A. (2006b). Value-based differentiation in business relationships: Gaining and sustaining key supplier status. Journal of Marketing, 70(1), 119–136.
van Riel, A. C. R., de Mortanges, C. P., & Streukens, S. (2005). Marketing antecedents of industrial brand equity: An empirical investigation in specialty chemicals. Industrial Marketing Management, 34, 841–847.
Vera, J. (2015). Perceived brand quality as a way to superior customer perceived value crossing by moderating effects. Journal of Product and Brand Management, 24(2), 147–156.
Walter, A., Ritter, T., & Gemünden, H. G. (2001). Value creation in buyer–seller relationships: Theoretical considerations and empirical results from a supplier’s perspective. Industrial Marketing Management, 30(4), 365–377.
Zeithaml, V. A., Bitner, M. J., & Gremler, D. D. (2018). Services Marketing: Integrating Customer Focus across the Firm (7th ed.). New York (US): McGraw-Hill International Edition.