scholarly journals An Investigation of the Relationship between Customer Satisfaction and Loyalty on the Brand Image of Taiyen’s Products-A Case Study of the Customer in Pingtung Area

2015 ◽  
Vol 3 (1) ◽  
Author(s):  
Yeong-Shenn Lin ◽  
Yi-Jia Li ◽  
Chung-Yuan Tsay
Keyword(s):  
Customer Satisfaction ◽  
Brand Image ◽  
The Relationship ◽  
Customer Satisfaction And Loyalty

scholarly journals The influence of e-service quality, trust, brand image on Shopee customer satisfaction and loyalty

2021 ◽  
Vol 25 (2) ◽  
pp. 119-130
Author(s):  
Dola Fitritha Raras Handayani ◽  
Retno Widowati PA ◽  
Nuryakin Nuryakin
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Significant Influence ◽  
Goodness Of Fit ◽  
Brand Image ◽  
Direct Influence ◽  
The Relationship ◽  
Customer Satisfaction And Loyalty ◽  
Special Region

Purpose: This research's main objective is to determine the relationship among e-service quality, trust, and brand image to customer loyalty. Customer satisfaction was a mediator which focused on Shopee customers in Yogyakarta. Design/methodology/approach: The research respondents consisted of 245 customers. The reliability and validity tests were conducted. The collected data were analyzed using the SEM AMOS method. Findings: The research results showed that: 1) e-service quality had a positive and significant influence on customer loyalty; 2) trust had a positive and significant influence on customer loyalty; 3) brand image had a positive and significant influence on customer satisfaction; 4) e-service quality had a positive and significant influence on customer loyalty; 5) customer trust had a positive and significant influence on customer loyalty; 6) brand image had a positive and significant influence on customer loyalty; 7) customer satisfaction had a positive and significant influence on customer loyalty; 8) e-service quality had a direct influence on customer loyalty without customer satisfaction as a mediator; 9) trust had a direct influence on customer loyalty without customer satisfaction as a mediator; 10) brand image had a direct influence on customer loyalty without customer satisfaction as a mediator. Research limitation/implications: The research sample was Shopee customers in the Special Region of Yogyakarta. There had not been an analysis of other factors that influence customer satisfaction and loyalty, such as social risk and time risk. Practical implications: Future research should expand the research sample to Shopee customers outside of Yogyakarta Special Region. For further research, it is recommended to modify the proposed model so that the goodness of fit criteria obtained will be fulfilled by the good criteria. Originality/value: In the context of customer satisfaction and loyalty, this research had offered an empirical research model on the relationship among e-service quality, trust, brand image, customer satisfaction and customer loyalty on Shopee customers outside of Yogyakarta Special Region. The use of satisfaction had mediating influence of e-service quality, trust, brand image on customer loyalty.

scholarly journals FFECT OF BRAND IMAGE ON CUSTOMER SATISFACTION & LOYALTY INTENTION AND THE ROLE OF CUSTOMER SATISFACTION BETWEEN BRAND IMAGE AND LOYALTY INTENTION: A STUDY IN CONTEXT OF COSMETIC PRODUCT

2014 ◽  
Vol 3 (2) ◽  
pp. 274-285 ◽  
Author(s):  
Nischay Kumar Upamannyu
Keyword(s):  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Brand Image ◽  
Mediating Effect ◽  
Mediation Effect ◽  
Loyalty Intention ◽  
Strong Positive Relationship ◽  
The Relationship ◽  
Customer Satisfaction And Loyalty

AbstractThe Purpose of the study was to investigate the effect of brand image benefit on customer satisfaction and Loyalty intention directly and indirectly based upon hypothetical model in the current study for a cosmetic brand (Fair lovely) at Gwalior (M.P) in India. The measures were reconstructed and re-standardized to make it suitable for the purpose of the study. Numbers of factors were identified through exploratory factor analysis for all the variables.  The results of multiple regression revealed that there is a strong positive relationship between brand image and loyalty intention, While, the relationship between customer satisfaction and loyalty intention was found to be less weak. This indicates that there might be a mediation effect of customer satisfaction between brand image and loyalty intention. For evaluating the mediation effect Sobel test was applied and the result of the Sobel test was found to be positive. Hence, a mediating effect of customer satisfaction was found between Brand Image and Loyalty Intention. The measure of brand image was constituted of Functional, Social, Symbolic, experiential and appearance enhance. A survey was carried out on 200 respondents. The results also indicated that overall satisfaction does influence customers' loyalty which implies that marketers should focus on brand image benefits to achieve customer loyalty.

PENGARUH KUALITAS PRODUK DAN KUALITAS PELAYANAN TERHADAP PENINGKATAN KEPUASAN DAN LOYALITAS PELANGGAN PERUSAHAAN DAERAH AIR MINUM (PDAM) KOTA MAKASSAR

2019 ◽  
Vol 3 (2) ◽  
pp. 228-244 ◽  
Author(s):  
Muhammad Rezha Pahlawan ◽  
Nurlia Nurlia ◽  
Abdul Rahman Laba ◽  
Erlina Pakki ◽  
Hardiyono Hardiyono
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Product Quality ◽  
Customer Loyalty ◽  
Indirect Effects ◽  
Analysis Method ◽  
Water Company ◽  
The Relationship ◽  
Intervening Variables ◽  
Customer Satisfaction And Loyalty

This study aims to determine the effect of Product Quality and Service Quality on Increasing Customer Satisfaction and Loyalty in Makassar Municipal Water Company (PDAM) both directly and through intervening variables or indirect effects. This study uses a quantitative approach conducted with the aim to explain the position of the variables studied and the relationship between one variable with another variable. This research will explain the causal relationship between variables through hypothesis testing. In this study, the analysis method used is path analysis using the SmartPLS program. The results of this study found that directly the product quality had a positive and significant effect on customer satisfaction, service quality had a positive and significant effect on customer satisfaction, product quality had a positive and significant effect on customer loyalty, service quality had a positive and not significant effect on customer loyalty, customer satisfaction positive and significant effect on customer loyalty. The indirect effect of this research is product quality has a positive and significant effect on customer loyalty if mediated by customer satisfaction. Service quality also has a positive and significant effect on customer loyalty if mediated by customer satisfaction.

FEATURE,NILAI, KEPUASAN DAN LOYALITAS PELANGAN

2017 ◽  
Vol 2 (1) ◽  
pp. 45-52
Author(s):  
Iha Haryani Hatta
Keyword(s):  
Structural Equation Modeling ◽  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Significant Influence ◽  
Customer Value ◽  
Structural Equation ◽  
Equation Modeling ◽  
Relationship Of ◽  
The Relationship ◽  
Customer Satisfaction And Loyalty

The aim of this study was to determine the relationship of the features of the value, satisfaction, and customer loyalty; the effect on the value of customer satisfaction and loyalty; influence of satisfaction on customer loyalty. A total of 200 merchant PT. BANK XYZ as respondents was selected randomly. Analyses were performed using structural equation modeling (SEM). The analysis showed that the feature has a significant influence on customer value, but not for customer satisfaction and loyalty. The values has a significant influence on satisfaction, but not on customer loyalty. Satisfaction has a significant influence on customer loyalty. Discussion and conclusions described in the article. Keywords: features of the value, satisfaction, customer loyalty

scholarly journals Strategi Relasi antara Franchisor dan Franchisee pada Usaha Waralaba Chifry

REPRESENTAMEN ◽  
2020 ◽  
Vol 6 (02) ◽  
Author(s):  
Monika Teguh ◽  
Jeremy Santoso ◽  
Sasha Kurnia Njotoharsojo
Keyword(s):  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Customer Relations ◽  
Qualitative Approach ◽  
Mutual Understanding ◽  
Case Study Method ◽  
Mutual Exchange ◽  
Increasing Trend ◽  
The Relationship

Franchise is a business license from the franchisor to the franchisee. The franchise business industry continues to show an increasing trend every year. One of the food franchise businesses that has successfully developed and has outlets in various cities in Indonesia is ChiFry. ChiFry has been established since 2015 and now has 27 outlets throughout Indonesia. This study aims to determine the relationship strategy of the franchisor with the franchisee in the ChiFry food business, where ChiFry within 4 years succeeded in opening 25 franchise branches. The research is based on customer relations theory because the franchisee is a customer of the franchisor. This research uses a descriptive qualitative approach with the case study method. The results of this study indicate that all elements of the relationship strategy at ChiFry such as commitment, communication, trust, respect, mutual understanding, confidentiality, and mutual exchange work well, thus encouraging customer satisfaction. This research also shows that when the franchisor meets aspects of customer satisfaction such as quality perception, perceived value, and handling complaints, it will create loyalty from the franchisee. Loyalty is manifested in the form of not breaking the contract of cooperation with the franchisor.Keywords : Customer Relations, Franchise, Relationship Strategy, Customer Satisfaction, Customer Loyalty

scholarly journals Factors of the Development and Decline in New Industrial Era: A Case Study of 7-Eleven

2021 ◽  
Vol 4 (1) ◽  
pp. 1-15
Author(s):  
Zi Jian Oh ◽  
Gai Sin Liem ◽  
Safina binti Ismail ◽  
Siti Aina Antasya binti Mohd Indera JR ◽  
Nur Muslihah binti Abdul Hakim ◽  
...  
Keyword(s):  
Customer Satisfaction ◽  
Marketing Mix ◽  
Sufficient Evidence ◽  
Marketing Mix Strategy ◽  
The Relationship

The purpose of this study is to investigate factors of the development and decline of 7-Eleven in the new industrial era. This study examined the relations between marketing mix strategy (4Ps) and customer satisfaction significantly predicting the development and decline of 7-Eleven. A total of 108 respondents, 56 Malaysian and 52 Indonesian, were involved to collect the data by questionnaires. The regression results provided sufficient evidence that factors of 7-Eleven development are positively related to its marketing mix strategy and customer satisfaction or vice versa. This finding provides profound understanding about the relationship between the development and decline factors in new industrial era, its marketing mix strategy and customer satisfaction.

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