Universitas Pelita Harapan Jakarta - Indonesia
Hubungan Kepantasan Harga, Kepuasan Pelanggan DAN Loyalitas SERTA Harga yang Dapat Diterima
Raymond Setia Budi
Sabrina Oktoria Sihombing
Universitas Pelita Harapan Jakarta - Indonesia
(*) Corresponding Author
The vast number of restaurant entrepeneur incite such an intense competitiveness which
leads to diversity in practising marketing strategy, One factor that needs to be brought in
to attention is pricing, which has become a sensitive subject in the time of global crisis.
When something is overpriced, consumer will easily walk away, and when it is low-priced,
a doubt about quality will aries. Price of a product or a service will, more often than not,
affect consumer’s buying decision. Thus it is important for a company to be able to place an
acceptable price. Yet, so far only few researche evaluated “price acceptance†as consequence
of customer satisfaction. This research aims to assess the relationship between price fairness,
customer satisfaction, loyalty, and price acceptance in a service company. Questionnaires
were distributed to respondents by the self-administered questionnaire method and a total of
187 completed questionnaires were used in the analysis. The data was then analzed using
structural equation modeling. Three of five hypotheses were supported, and two others were
not supported. This paper alson provides the implications for theoritical and managerial and
offers directions for future research.
Keywords : Price fairness, Customer Satisfaction, Loyalty, Price Acceptance
leads to diversity in practising marketing strategy, One factor that needs to be brought in
to attention is pricing, which has become a sensitive subject in the time of global crisis.
When something is overpriced, consumer will easily walk away, and when it is low-priced,
a doubt about quality will aries. Price of a product or a service will, more often than not,
affect consumer’s buying decision. Thus it is important for a company to be able to place an
acceptable price. Yet, so far only few researche evaluated “price acceptance†as consequence
of customer satisfaction. This research aims to assess the relationship between price fairness,
customer satisfaction, loyalty, and price acceptance in a service company. Questionnaires
were distributed to respondents by the self-administered questionnaire method and a total of
187 completed questionnaires were used in the analysis. The data was then analzed using
structural equation modeling. Three of five hypotheses were supported, and two others were
not supported. This paper alson provides the implications for theoritical and managerial and
offers directions for future research.
Keywords : Price fairness, Customer Satisfaction, Loyalty, Price Acceptance
Keywords: Price fairness, Customer Satisfaction, Loyalty, Price Acceptance
