Proceedings of the 1st Economics and Business International Conference 2017 (EBIC 2017)

Customer Value Co-Creation Behavior and Customer Loyalty: a Case Study in The Mobile Application Industry

Authors
Mr Mariyudi, Faisal Matriadi
Corresponding Author
Mr Mariyudi
Available Online January 2018.
DOI
https://doi.org/10.2991/ebic-17.2018.74How to use a DOI?
Keywords
value co-creation; service quality; satisfaction; loyalty
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.

Copyright
© 2018, the Authors. Published by Atlantis Press.
Open Access
This is an open access article distributed under the CC BY-NC license (http://creativecommons.org/licenses/by-nc/4.0/).

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Volume Title
Proceedings of the 1st Economics and Business International Conference 2017 (EBIC 2017)
Series
Advances in Economics, Business and Management Research
Publication Date
January 2018
ISBN
978-94-6252-470-5
ISSN
2352-5428
DOI
https://doi.org/10.2991/ebic-17.2018.74How to use a DOI?
Copyright
© 2018, the Authors. Published by Atlantis Press.
Open Access
This is an open access article distributed under the CC BY-NC license (http://creativecommons.org/licenses/by-nc/4.0/).

Cite this article

TY  - CONF
AU  - Mr Mariyudi
AU  - Faisal Matriadi
PY  - 2018/01
DA  - 2018/01
TI  - Customer Value Co-Creation Behavior and Customer Loyalty: a Case Study in The Mobile Application Industry
BT  - Proceedings of the 1st Economics and Business International Conference 2017 (EBIC 2017)
PB  - Atlantis Press
SP  - 469
EP  - 476
SN  - 2352-5428
UR  - https://doi.org/10.2991/ebic-17.2018.74
DO  - https://doi.org/10.2991/ebic-17.2018.74
ID  - Mariyudi2018/01
ER  -