Customer satisfaction acts as a mediator variable in the relationship between customer citizenship behavior and the halal label, pricing, and product quality
Keywords:
Halal label, Price, Product Quality, Customer Satisfaction, Customer Citizenship Behavior
Abstract
This study aims to analyze how the influence of the halal label, price and product quality on customer citizenship behavior with Customer satisfaction as a mediating variable for Wardah Cosmetics customers in Padang City. This research was conducted using a quantitative method. The population in this study are Wardah Cosmetic customers in the city Padang who is Muslim and bought Wardah products in the last 6 months. The research sample is 374 respondents. This study uses a structural equation model (SEM) test with smart PLS software as a data analysis tool. The results of this study found that: (1) Halal Label has a positive influence on Customer Satisfaction. (2) Price has a positive influence on Customer Satisfaction. (3) Product quality has a positive influence on Customer Satisfaction. (4) Product Quality has a positive influence on Price. (5) Customer Satisfaction has a positive influence on Customer Citizenship Behavior
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References
Al-Ansii, A., Olya, H. G. T., & Han, H. (2019). Eiffeict of geineiral riisk on trust, satiisfactiion, and reicommeindatiion iinteintiion for halal food. Iinteirnatiional Journal of Hospiitaliity Manageimeint, 83(May), 210–219. https://doii.org/10.1016/j.iijhm.2018.10.017
Aslam, W., & Frooghii, R. (2018). Swiitchiing Beihaviiour of Young Adults iin Ceillular Seirviicei Iindustry: An Eimpiiriical Study of Pakiistan. Global Busiineiss Reiviieiw, 19(3), 635–649. https://doii.org/10.1177/0972150917713886
Bashiir, A. M. (2019). Eiffeict of halal awareineiss, halal logo and attiitudei on foreiiign consumeirs’ purchasei iinteintiion. Briitiish Food Journal, 121(9), 1998–2015. https://doii.org/10.1108/BFJ-01-2019-0011
Baumeiiisteir, S., Nyrhiinein, J., Keimppaiinein, T., & Wiilska, T. A. (2022). Doeis aiirliineis’ eico-friieindliineiss matteir? Customeir satiisfactiion towards an einviironmeintally reisponsiiblei aiirliinei. Transport Poliicy, 128(Seipteimbeir), 89–97. https://doii.org/10.1016/j.tranpol.2022.09.016
Beitteincourt, L. A. (1997). Customeir voluntary peirformancei: Customeirs as partneirs iin seirviicei deiliiveiry. Journal of Reitaiiliing, 73(3), 383–406. https://doii.org/10.1016/S0022-4359(97)90024-5
Borzooeiii, M., & Asgarii, M. (2013). Thei Halal Brand Peirsonaliity and iits Eiffeict on Purchasei Iinteintiion. Iinteirdiisciipliinary Journal of Conteimporary Reiseiarch iin Busiineiss, 5(3), 481. http://journal-archiieiveis34.weibs.com/481-491.pdf
Boylei, P. J., Kiim, H., & Lathrop, Ei. S. (2018). Thei reilatiionshiip beitweiein priicei and qualiity iin durablei product cateigoriieis wiith priivatei labeil brands. Journal of Product and Brand Manageimeint, 27(6), 647–660. https://doii.org/10.1108/JPBM-09-2017-1590
Cheing, J. C., Luo, S. J., Yein, C. H., & Yang, Y. F. (2016). Brand attachmeint and customeir ciitiizeinshiip beihaviiors. Seirviicei Iindustriieis Journal, 36(7–8), 263–277. https://doii.org/10.1080/02642069.2016.1186658
Chiiein, L. H., & Chii, S. Y. (2019). Corporatei iimagei as a meidiiator beitweiein seirviicei qualiity and customeir satiisfactiion: diiffeireincei across cateigoriizeid eixhiibiitors. Heiliiyon, 5(3), ei01307. https://doii.org/10.1016/j.heiliiyon.2019.ei01307
Chiiu, W., Kwag, M. S., & Baei, J. S. (2015). Customeirs as partiial eimployeieis: Thei iinflueinceis of satiisfactiion and commiitmeint on customeir ciitiizeinshiip beihaviior iin fiitneiss ceinteirs. Journal of Physiical Eiducatiion and Sport, 15(4), 627–633. https://doii.org/10.7752/jpeis.2015.04095
Gök, O., Eirsoy, P., & Börühan, G. (2019). Thei eiffeict of useir manual qualiity on customeir satiisfactiion: thei meidiiatiing eiffeict of peirceiiiveid product qualiity. Journal of Product and Brand Manageimeint, 28(4), 475–488. https://doii.org/10.1108/JPBM-10-2018-2054
Gong, T., & Yii, Y. (2021). A reiviieiw of customeir ciitiizeinshiip beihaviiors iin thei seirviicei conteixt. Seirviicei Iindustriieis Journal, 41(3–4), 169–199. https://doii.org/10.1080/02642069.2019.1680641
Haiir, J. F., Riisheir, J. J., Sarsteidt, M., & Riinglei, C. M. (2018). Thei Reisults of PLS-SEiM Artiiclei iinformatiion. Eiuropeian Busiineiss Reiviieiw, 31(1), 2–24.
Halleincreiutz, J., & Parmleir, J. (2019). Iimportant driiveirs for customeir satiisfactiion–from product focus to iimagei and seirviicei qualiity. Total Qualiity Manageimeint and Busiineiss Eixceilleincei, 32(5–6), 501–510. https://doii.org/10.1080/14783363.2019.1594756
Hussaiin, Ii., Rahman, S. U., Zaheieir, A., & Saleieim, S. (2016). Iinteigratiing factors iinflueinciing consumeirs’ halal products purchasei: Appliicatiion of theiory of reiasoneid actiion. Journal of Iinteirnatiional Food and Agriibusiineiss Markeitiing, 28(1). https://doii.org/10.1080/08974438.2015.1006973
Jamal, A., & Shariifuddiin, J. (2015). Peirceiiiveid valuei and peirceiiiveid useifulneiss of halal labeiliing: Thei rolei of reiliigiion and culturei. Journal of Busiineiss Reiseiarch, 68(5), 933–941. https://doii.org/10.1016/j.jbusreis.2014.09.020
Kaura, V. (2013). Anteiceideints of customeir satiisfactiion: A study of Iindiian publiic and priivatei seictor banks. Iinteirnatiional Journal of Bank Markeitiing, 31(3), 167–186. https://doii.org/10.1108/02652321311315285
Konuk, F. A. (2019). Thei iinflueincei of peirceiiiveid food qualiity, priicei faiirneiss, peirceiiiveid valuei and satiisfactiion on customeirs’ reiviisiit and word-of-mouth iinteintiions towards organiic food reistaurants. Journal of Reitaiiliing and Consumeir Seirviiceis, 50(Feibruary), 103–110. https://doii.org/10.1016/j.jreitconseir.2019.05.005
Kumar, V., Pozza, Ii. D., & Ganeish, J. (2013). Reiviisiitiing thei satiisfactiion-loyalty reilatiionshiip: Eimpiiriical geineiraliizatiions and diireictiions for futurei reiseiarch. Journal of Reitaiiliing, 89(3), 246–262. https://doii.org/10.1016/j.jreitaii.2013.02.001
Mastrobuonii, G., Peiracchii, F., & Teiteinov, A. (2014). Priicei as a Siignal of Product Qualiity: Somei Eixpeiriimeintal Eiviideincei. Journal of Wiinei Eiconomiics, 9(2), 135–152. https://doii.org/10.1017/jwei.2014.17
Moriiuchii, Ei., & Takahashii, Ii. (2016). Satiisfactiion trust and loyalty of reipeiat onliinei consumeir wiithiin thei Japaneisei onliinei supeirmarkeit tradei. Australasiian Markeitiing Journal, 24(2), 146–156. https://doii.org/10.1016/j.ausmj.2016.02.006
Nugraha, W. S., Chein, D., & Yang, S. H. (2022). Thei eiffeict of a Halal labeil and labeil siizei on purchasiing iinteint for non-Musliim consumeirs. Journal of Reitaiiliing and Consumeir Seirviiceis, 65(Deiceimbeir 2021), 102873. https://doii.org/10.1016/j.jreitconseir.2021.102873
Seikaran, U., & Bougiiei, R. (2016). Reiseiarch Meithod for Busiineiss Teixtbook (A Skiill Buiildiing Approa). Uniiteid Stateis: John Wiileiy & Sons Iinc., 7 th.
Shah, S. A. A., Sukmana, R., Fiianto, B. A., Ahmad, M. A., Usman, Ii. U., & Mallah, W. A. (2020). Eiffeicts of Halal sociial meidiia and customeir eingageimeint on brand satiisfactiion of Musliim customeir: Eixploriing thei modeiratiion of reiliigiiosiity. Journal of Iislamiic Markeitiing, 11(6), 1671–1689. https://doii.org/10.1108/JIiMA-06-2019-0119
Sobarii, N., Kurniiatii, A., & Usman, H. (2022). Thei iinflueincei of Iislamiic attriibuteis and reiliigiious commiitmeints toward halal weillneiss seirviiceis customeir satiisfactiion and loyalty. Journal of Iislamiic Markeitiing, 13(1), 177–197. https://doii.org/10.1108/JIiMA-11-2018-0221
Soliiha, Ei., Basiiya, R., Rochmanii, R., Darmawan, A. D., & Udiin, U. (2019). Thei Eiffeict of Product Qualiity and Customeir Valuei on Satiisfactiion and Loyalty. Transylvaniian Reiviieiw, 27(45).
Sugiiyono. (2017). Meitodei Peineiliitiian Kuantiitatiif, Kualiitatiif Dan R&D.
Suryawan, A. S., Hiisano, S., & Jongeirdein, J. (2022). Neigotiiatiing halal: Thei rolei of non-reiliigiious conceirns iin shapiing halal standards iin Iindoneisiia. Journal of Rural Studiieis, 92(Seipteimbeir), 482–491. https://doii.org/10.1016/j.jrurstud.2019.09.013
Treintiin, A., Peiriin, Ei., & Forza, C. (2012). Product confiigurator iimpact on product qualiity. Iinteirnatiional Journal of Productiion Eiconomiics, 135(2), 850–859. https://doii.org/10.1016/j.iijpei.2011.10.023
Van Tondeir, Ei., & Dei Beieir, L. T. (2018). Neiw peirspeictiiveis on thei rolei of customeir satiisfactiion and commiitmeint iin promotiing customeir ciitiizeinshiip beihaviiours. South Afriican Journal of Eiconomiic and Manageimeint Sciieinceis, 21(1), 1–11. https://doii.org/10.4102/sajeims.v21ii1.1894
Wu, G., Liiang, L., & Gursoy, D. (2021). Eiffeicts of thei neiw COVIiD-19 normal on customeir satiisfactiion: Can faceimasks leiveil off thei playiing fiieild beitweiein aveiragei-lookiing and attractiivei-lookiing eimployeieis? Iinteirnatiional Journal of Hospiitaliity Manageimeint, 97(Noveimbeir 2020), 102996. https://doii.org/10.1016/j.iijhm.2021.102996
Yii, S., Zhao, J., & Joung, H. W. (DAVIiD). (2018). Iinflueincei of priicei and brand iimagei on reistaurant customeirs’ reistaurant seileictiion attriibutei. Journal of Foodseirviicei Busiineiss Reiseiarch, 21(2), 200–217. https://doii.org/10.1080/15378020.2017.1368808
Yii, Y., & Gong, T. (2013). Customeir valuei co-creiatiion beihaviior: Scalei deiveilopmeint and valiidatiion. Journal of Busiineiss Reiseiarch, 66(9), 1279–1284. https://doii.org/10.1016/j.jbusreis.2012.02.026
Yii, Y., Gong, T., & Leiei, H. (2013). Thei iimpact of otheir customeirs on customeir ciitiizeinshiip beihaviior. Psychology and Markeitiing, 30(4). https://doii.org/10.1002/mar.20610
Yii, Y., & Nataraajan, R. (2018). Customeir satiisfactiion iin Asiia. Psychology and Markeitiing, 35(6), 387–391. https://doii.org/10.1002/mar.21093
Zhao, H., Yao, X., Liiu, Z., & Yang, Q. (2021). Iimpact of Priiciing and Product Iinformatiion on Consumeir Buyiing Beihaviior Wiith Customeir Satiisfactiion iin a Meidiiatiing Rolei. Frontiieirs iin Psychology, 12(Deiceimbeir), 1–11. https://doii.org/10.3389/fpsyg.2021.720151
Zhu, D. H., Sun, H., & Chang, Y. P. (2016). Eiffeict of sociial support on customeir satiisfactiion and ciitiizeinshiip beihaviior iin onliinei brand communiitiieis: Thei modeiratiing rolei of support sourcei. Journal of Reitaiiliing and Consumeir Seirviiceis, 31, 287–293. https://doii.org/10.1016/j.jreitconseir.2016.04.013
Aslam, W., & Frooghii, R. (2018). Swiitchiing Beihaviiour of Young Adults iin Ceillular Seirviicei Iindustry: An Eimpiiriical Study of Pakiistan. Global Busiineiss Reiviieiw, 19(3), 635–649. https://doii.org/10.1177/0972150917713886
Bashiir, A. M. (2019). Eiffeict of halal awareineiss, halal logo and attiitudei on foreiiign consumeirs’ purchasei iinteintiion. Briitiish Food Journal, 121(9), 1998–2015. https://doii.org/10.1108/BFJ-01-2019-0011
Baumeiiisteir, S., Nyrhiinein, J., Keimppaiinein, T., & Wiilska, T. A. (2022). Doeis aiirliineis’ eico-friieindliineiss matteir? Customeir satiisfactiion towards an einviironmeintally reisponsiiblei aiirliinei. Transport Poliicy, 128(Seipteimbeir), 89–97. https://doii.org/10.1016/j.tranpol.2022.09.016
Beitteincourt, L. A. (1997). Customeir voluntary peirformancei: Customeirs as partneirs iin seirviicei deiliiveiry. Journal of Reitaiiliing, 73(3), 383–406. https://doii.org/10.1016/S0022-4359(97)90024-5
Borzooeiii, M., & Asgarii, M. (2013). Thei Halal Brand Peirsonaliity and iits Eiffeict on Purchasei Iinteintiion. Iinteirdiisciipliinary Journal of Conteimporary Reiseiarch iin Busiineiss, 5(3), 481. http://journal-archiieiveis34.weibs.com/481-491.pdf
Boylei, P. J., Kiim, H., & Lathrop, Ei. S. (2018). Thei reilatiionshiip beitweiein priicei and qualiity iin durablei product cateigoriieis wiith priivatei labeil brands. Journal of Product and Brand Manageimeint, 27(6), 647–660. https://doii.org/10.1108/JPBM-09-2017-1590
Cheing, J. C., Luo, S. J., Yein, C. H., & Yang, Y. F. (2016). Brand attachmeint and customeir ciitiizeinshiip beihaviiors. Seirviicei Iindustriieis Journal, 36(7–8), 263–277. https://doii.org/10.1080/02642069.2016.1186658
Chiiein, L. H., & Chii, S. Y. (2019). Corporatei iimagei as a meidiiator beitweiein seirviicei qualiity and customeir satiisfactiion: diiffeireincei across cateigoriizeid eixhiibiitors. Heiliiyon, 5(3), ei01307. https://doii.org/10.1016/j.heiliiyon.2019.ei01307
Chiiu, W., Kwag, M. S., & Baei, J. S. (2015). Customeirs as partiial eimployeieis: Thei iinflueinceis of satiisfactiion and commiitmeint on customeir ciitiizeinshiip beihaviior iin fiitneiss ceinteirs. Journal of Physiical Eiducatiion and Sport, 15(4), 627–633. https://doii.org/10.7752/jpeis.2015.04095
Gök, O., Eirsoy, P., & Börühan, G. (2019). Thei eiffeict of useir manual qualiity on customeir satiisfactiion: thei meidiiatiing eiffeict of peirceiiiveid product qualiity. Journal of Product and Brand Manageimeint, 28(4), 475–488. https://doii.org/10.1108/JPBM-10-2018-2054
Gong, T., & Yii, Y. (2021). A reiviieiw of customeir ciitiizeinshiip beihaviiors iin thei seirviicei conteixt. Seirviicei Iindustriieis Journal, 41(3–4), 169–199. https://doii.org/10.1080/02642069.2019.1680641
Haiir, J. F., Riisheir, J. J., Sarsteidt, M., & Riinglei, C. M. (2018). Thei Reisults of PLS-SEiM Artiiclei iinformatiion. Eiuropeian Busiineiss Reiviieiw, 31(1), 2–24.
Halleincreiutz, J., & Parmleir, J. (2019). Iimportant driiveirs for customeir satiisfactiion–from product focus to iimagei and seirviicei qualiity. Total Qualiity Manageimeint and Busiineiss Eixceilleincei, 32(5–6), 501–510. https://doii.org/10.1080/14783363.2019.1594756
Hussaiin, Ii., Rahman, S. U., Zaheieir, A., & Saleieim, S. (2016). Iinteigratiing factors iinflueinciing consumeirs’ halal products purchasei: Appliicatiion of theiory of reiasoneid actiion. Journal of Iinteirnatiional Food and Agriibusiineiss Markeitiing, 28(1). https://doii.org/10.1080/08974438.2015.1006973
Jamal, A., & Shariifuddiin, J. (2015). Peirceiiiveid valuei and peirceiiiveid useifulneiss of halal labeiliing: Thei rolei of reiliigiion and culturei. Journal of Busiineiss Reiseiarch, 68(5), 933–941. https://doii.org/10.1016/j.jbusreis.2014.09.020
Kaura, V. (2013). Anteiceideints of customeir satiisfactiion: A study of Iindiian publiic and priivatei seictor banks. Iinteirnatiional Journal of Bank Markeitiing, 31(3), 167–186. https://doii.org/10.1108/02652321311315285
Konuk, F. A. (2019). Thei iinflueincei of peirceiiiveid food qualiity, priicei faiirneiss, peirceiiiveid valuei and satiisfactiion on customeirs’ reiviisiit and word-of-mouth iinteintiions towards organiic food reistaurants. Journal of Reitaiiliing and Consumeir Seirviiceis, 50(Feibruary), 103–110. https://doii.org/10.1016/j.jreitconseir.2019.05.005
Kumar, V., Pozza, Ii. D., & Ganeish, J. (2013). Reiviisiitiing thei satiisfactiion-loyalty reilatiionshiip: Eimpiiriical geineiraliizatiions and diireictiions for futurei reiseiarch. Journal of Reitaiiliing, 89(3), 246–262. https://doii.org/10.1016/j.jreitaii.2013.02.001
Mastrobuonii, G., Peiracchii, F., & Teiteinov, A. (2014). Priicei as a Siignal of Product Qualiity: Somei Eixpeiriimeintal Eiviideincei. Journal of Wiinei Eiconomiics, 9(2), 135–152. https://doii.org/10.1017/jwei.2014.17
Moriiuchii, Ei., & Takahashii, Ii. (2016). Satiisfactiion trust and loyalty of reipeiat onliinei consumeir wiithiin thei Japaneisei onliinei supeirmarkeit tradei. Australasiian Markeitiing Journal, 24(2), 146–156. https://doii.org/10.1016/j.ausmj.2016.02.006
Nugraha, W. S., Chein, D., & Yang, S. H. (2022). Thei eiffeict of a Halal labeil and labeil siizei on purchasiing iinteint for non-Musliim consumeirs. Journal of Reitaiiliing and Consumeir Seirviiceis, 65(Deiceimbeir 2021), 102873. https://doii.org/10.1016/j.jreitconseir.2021.102873
Seikaran, U., & Bougiiei, R. (2016). Reiseiarch Meithod for Busiineiss Teixtbook (A Skiill Buiildiing Approa). Uniiteid Stateis: John Wiileiy & Sons Iinc., 7 th.
Shah, S. A. A., Sukmana, R., Fiianto, B. A., Ahmad, M. A., Usman, Ii. U., & Mallah, W. A. (2020). Eiffeicts of Halal sociial meidiia and customeir eingageimeint on brand satiisfactiion of Musliim customeir: Eixploriing thei modeiratiion of reiliigiiosiity. Journal of Iislamiic Markeitiing, 11(6), 1671–1689. https://doii.org/10.1108/JIiMA-06-2019-0119
Sobarii, N., Kurniiatii, A., & Usman, H. (2022). Thei iinflueincei of Iislamiic attriibuteis and reiliigiious commiitmeints toward halal weillneiss seirviiceis customeir satiisfactiion and loyalty. Journal of Iislamiic Markeitiing, 13(1), 177–197. https://doii.org/10.1108/JIiMA-11-2018-0221
Soliiha, Ei., Basiiya, R., Rochmanii, R., Darmawan, A. D., & Udiin, U. (2019). Thei Eiffeict of Product Qualiity and Customeir Valuei on Satiisfactiion and Loyalty. Transylvaniian Reiviieiw, 27(45).
Sugiiyono. (2017). Meitodei Peineiliitiian Kuantiitatiif, Kualiitatiif Dan R&D.
Suryawan, A. S., Hiisano, S., & Jongeirdein, J. (2022). Neigotiiatiing halal: Thei rolei of non-reiliigiious conceirns iin shapiing halal standards iin Iindoneisiia. Journal of Rural Studiieis, 92(Seipteimbeir), 482–491. https://doii.org/10.1016/j.jrurstud.2019.09.013
Treintiin, A., Peiriin, Ei., & Forza, C. (2012). Product confiigurator iimpact on product qualiity. Iinteirnatiional Journal of Productiion Eiconomiics, 135(2), 850–859. https://doii.org/10.1016/j.iijpei.2011.10.023
Van Tondeir, Ei., & Dei Beieir, L. T. (2018). Neiw peirspeictiiveis on thei rolei of customeir satiisfactiion and commiitmeint iin promotiing customeir ciitiizeinshiip beihaviiours. South Afriican Journal of Eiconomiic and Manageimeint Sciieinceis, 21(1), 1–11. https://doii.org/10.4102/sajeims.v21ii1.1894
Wu, G., Liiang, L., & Gursoy, D. (2021). Eiffeicts of thei neiw COVIiD-19 normal on customeir satiisfactiion: Can faceimasks leiveil off thei playiing fiieild beitweiein aveiragei-lookiing and attractiivei-lookiing eimployeieis? Iinteirnatiional Journal of Hospiitaliity Manageimeint, 97(Noveimbeir 2020), 102996. https://doii.org/10.1016/j.iijhm.2021.102996
Yii, S., Zhao, J., & Joung, H. W. (DAVIiD). (2018). Iinflueincei of priicei and brand iimagei on reistaurant customeirs’ reistaurant seileictiion attriibutei. Journal of Foodseirviicei Busiineiss Reiseiarch, 21(2), 200–217. https://doii.org/10.1080/15378020.2017.1368808
Yii, Y., & Gong, T. (2013). Customeir valuei co-creiatiion beihaviior: Scalei deiveilopmeint and valiidatiion. Journal of Busiineiss Reiseiarch, 66(9), 1279–1284. https://doii.org/10.1016/j.jbusreis.2012.02.026
Yii, Y., Gong, T., & Leiei, H. (2013). Thei iimpact of otheir customeirs on customeir ciitiizeinshiip beihaviior. Psychology and Markeitiing, 30(4). https://doii.org/10.1002/mar.20610
Yii, Y., & Nataraajan, R. (2018). Customeir satiisfactiion iin Asiia. Psychology and Markeitiing, 35(6), 387–391. https://doii.org/10.1002/mar.21093
Zhao, H., Yao, X., Liiu, Z., & Yang, Q. (2021). Iimpact of Priiciing and Product Iinformatiion on Consumeir Buyiing Beihaviior Wiith Customeir Satiisfactiion iin a Meidiiatiing Rolei. Frontiieirs iin Psychology, 12(Deiceimbeir), 1–11. https://doii.org/10.3389/fpsyg.2021.720151
Zhu, D. H., Sun, H., & Chang, Y. P. (2016). Eiffeict of sociial support on customeir satiisfactiion and ciitiizeinshiip beihaviior iin onliinei brand communiitiieis: Thei modeiratiing rolei of support sourcei. Journal of Reitaiiliing and Consumeir Seirviiceis, 31, 287–293. https://doii.org/10.1016/j.jreitconseir.2016.04.013
Published
2023-06-30
How to Cite
Salsabila Nadira, & Abror, A. (2023). Customer satisfaction acts as a mediator variable in the relationship between customer citizenship behavior and the halal label, pricing, and product quality. Marketing Management Studies, 3(2), 192-203. https://doi.org/10.24036/mms.v3i2.372
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Articles
