scholarly journals The effect of e-service quality on e-loyalty mediated by e-trust and brand image variables

2021 ◽  
Vol 10 (6) ◽  
pp. 56-62
Author(s):  
Lusiana Pratiwi ◽  
Sunaryo Sunaryo ◽  
Mugiono Mugiono
Keyword(s):  
Service Quality ◽  
Competitive Advantage ◽  
Brand Image ◽  
Sampling Technique ◽  
Purposive Sampling ◽  
Mediating Role ◽  
Intense Competition ◽  
Image Variables ◽  
The Relationship

The amount of e-wallet providers in Indonesia is so many, so there is intense competition between each e-wallet provider. The tighter competition for e-wallet, makes users not only loyal to one type of e-wallet and makes users switch brands or providers in using an e-wallet. This study aims to investigate the factors that influence e-service quality on e-loyalty mediated by e-trust and brand image. This research is categorized as explanatory research. Respondents in this study were users of the OVO e-wallet application in Malang City, determining the number of samples in this study using a purposive sampling technique with a sample of 200 respondents. The method of collecting data is using a questionnaire, the data is analyzed using PLS-SEM. The results showed that e-service quality had no significant effect on e-loyalty. E-service quality has a significant effect on e-trust, e-trust has a significant effect on e-loyalty. E-service quality has a significant effect on brand image, brand image has a significant effect on e-loyalty. E-trust and brand image can play a fully mediating role in the relationship between e-service quality and e-loyalty. OVO is expected to continue to maintain and increase e-trust because it is proven in this research that e-trust has the greatest influence on e-loyalty so that it can be a competitive advantage for OVO. Keywords: e-service quality, e-loyalty, e-trust, brand image.

PENGARUH E-SERVICE QUALITY, CUSTOMER E-SATISFACTION DAN CUSTOMER VALUE TERHADAP CUSTOMER E-LOYALTY DIMODERASI OLEH BRAND IMAGE MELALUI E-CRM QUALITY SEBAGAI VARIABEL INTERVENING

2019 ◽  
Vol 14 (1) ◽  
pp. 15
Author(s):  
Willy Setiawan Hendarta ◽  
Annie Susanto
Keyword(s):  
Service Quality ◽  
Customer Relationship Management ◽  
Customer Value ◽  
Quantitative Research ◽  
Brand Image ◽  
Sampling Technique ◽  
Customer Relationship ◽  
Purposive Sampling ◽  
Mediating Role

This study aims to investigate the variables that affect customer e-loyalty through the moderation and mediation role of brand image and E-CRM quality. Those variables include e-service quality, customer e-satisfaction, and customer value. This is a quantitative research with 152 respondents, chosen through the purposive sampling technique. The analytical tool used is PLS-SEM using SmartPLS 3.2.8 software. The findings are that E-CRM quality is positively and significantly related to customer e-loyaty. E-service quality, customer e-satisfaction, and customer value positively and significantly has positive and significant impacts on customer e-loyalty through the mediation role of E-CRM quality. However, brand image cannot moderate the effects of e-service quality, customer e-satisfaction, and customer value towards customer e-loyalty through the mediating role of E-CRM quality. Keywords: E-Service Quality, Customer E-Satisfaction, Customer Value, Brand Image, E-CRM Quality, Customer E-Loyalty, Online Services. ABSTRAK Penelitian ini bertujuan untuk menguji variabel-variabel yang memengaruhi loyalitas konsumen secara elektronik melalui peran moderasi citra merek dan peran mediasi kualitas customer relationship management secara elektronik, meliputi kualitas layanan secara elektronik, kepuasan pelanggan secara elektronik, dan nilai pelanggan. Penelitian ini merupakan penelitian kuantitatif dengan sampel sebanyak 152 orang yang dipilih menggunakan teknik purposive sampling. Alat analisis yang digunakan adalah PLS-SEM dengan menggunakan software SmartPLS 3.2.8. Hasil temuan dari penelitian ini adalah E-CRM quality berpengaruh positif signifikan terhadap customer e-loyalty. E-service quality, customer e-satisfaction, dan customer value berpengaruh positif signifikan terhadap customer e-loyalty melalui peran mediasi E-CRM quality. Meskipun demikian, brand image tidak mampu memoderasi pengaruh e-service quality, customer e-satisfaction, dan customer value terhadap customer e-loyalty melalui peran mediasi E-CRM quality. Kata Kunci: Kualitas Layanan secara Elektronik, Kepuasan Konsumen secara Elektronik, Nilai Pelanggan, Citra Merek, Kualitas Pengelolaan Relasi Konsumen secara Elektronik, Loyalitas Konsumen secara Elektronik, Jasa online.This study aims to investigate the variables that affect customer e-loyalty through the moderation and mediation role of brand image and E-CRM quality. Those variables include e-service quality, customer e-satisfaction, and customer value. This is a quantitative research with 152 respondents, chosen through the purposive sampling technique. The analytical tool used is PLS-SEM using SmartPLS 3.2.8 software. The findings are that E-CRM quality is positively and significantly related to customer e-loyaty. E-service quality, customer e-satisfaction, and customer value positively and significantly has positive and significant impacts on customer e-loyalty through the mediation role of E-CRM quality. However, brand image cannot moderate the effects of e-service quality, customer e-satisfaction, and customer value towards customer e-loyalty through the mediating role of E-CRM quality. Keywords: E-Service Quality, Customer E-Satisfaction, Customer Value, Brand Image, E-CRM Quality, Customer E-Loyalty, Online Services. ABSTRAK Penelitian ini bertujuan untuk menguji variabel-variabel yang memengaruhi loyalitas konsumen secara elektronik melalui peran moderasi citra merek dan peran mediasi kualitas customer relationship management secara elektronik, meliputi kualitas layanan secara elektronik, kepuasan pelanggan secara elektronik, dan nilai pelanggan. Penelitian ini merupakan penelitian kuantitatif dengan sampel sebanyak 152 orang yang dipilih menggunakan teknik purposive sampling. Alat analisis yang digunakan adalah PLS-SEM dengan menggunakan software SmartPLS 3.2.8. Hasil temuan dari penelitian ini adalah E-CRM quality berpengaruh positif signifikan terhadap customer e-loyalty. E-service quality, customer e-satisfaction, dan customer value berpengaruh positif signifikan terhadap customer e-loyalty melalui peran mediasi E-CRM quality. Meskipun demikian, brand image tidak mampu memoderasi pengaruh e-service quality, customer e-satisfaction, dan customer value terhadap customer e-loyalty melalui peran mediasi E-CRM quality. Kata Kunci: Kualitas Layanan secara Elektronik, Kepuasan Konsumen secara Elektronik, Nilai Pelanggan, Citra Merek, Kualitas Pengelolaan Relasi Konsumen secara Elektronik, Loyalitas Konsumen secara Elektronik, Jasa online.

scholarly journals Service Quality and Donor Trust and Its Impact on Donor Loyalty (Survey at LAZ Synergy Foundation)

2019 ◽  
Vol 2 (1) ◽  
Author(s):  
Eko Ruslamsyah ◽  
Agus Rahayu ◽  
Rida Rosida
Keyword(s):  
Service Quality ◽  
Path Analysis ◽  
Sampling Technique ◽  
Total Sample ◽  
Purposive Sampling ◽  
Quota Sampling ◽  
The Relationship

Islamic Economics regulates development through instruments of Islamic development funds including zakat, infaq and alms. But the collection of ZIS funds is still low compared to its potential. This research is designed to analyze the influence of service quality, donor’s trust in donor’s loyalty. The population of this study was donors at the Sinergi Foundation institution. The sampling technique used was purposive sampling quota sampling with a total sample of 100 people. In addition, it also uses path analysis to determine the relationship or influence between these variables. The results of this study indicate that First, service quality has a positive and significant effect on donor’s trust. Second, service quality does not have a positive and significant effect on donor’s loyalty. Third, donor’s trust has a positive and significant effect on donor loyalty. Fourth, service quality affects the loyalty of donors through trust in donors as an intervening variable.

scholarly journals PENGARUH CITRA MEREK, KEMUDAHAN TRANSAKSI DAN LOKASI TERHADAP KEPUTUSAN MENJADI ANGGOTA KOPERASI SYARIAH BMT BISMA TANGERANG

2021 ◽  
Vol 9 (3) ◽  
Author(s):  
Nur Jamaludin ◽  
Rohadatul A'is
Keyword(s):  
Hypothesis Testing ◽  
Multiple Regression ◽  
Significant Influence ◽  
Brand Image ◽  
Statistical Tests ◽  
Sampling Technique ◽  
Purposive Sampling ◽  
Image Variables ◽  
Regression Tests ◽  
Simultaneous Influence

<em>This study aims to determine the effect of brand image, ease of transaction and location on the decision to become a member of the Sharia Cooperative BMT BISMA Kelapa Dua Tangerang. This study took the population of members of the BMT BISMA Kelapa Dua Sharia Cooperative with purposive sampling technique. The method used is descriptive quantitative by conducting statistical tests consisting of validity, reliability, classical assumption tests, multiple regression tests and hypothesis testing by testing brand image variables, transaction convenience and location  partial or simultaneous influence on the decision. The findings of this study indicate that the ease of transaction and location variables have a positive and significant influence on the decision to become a member of the BMT BISMA Sharia Cooperative. While the brand image variable does not have a significant influence on the decision to become a member of the BMT BISMA Sharia Cooperative.</em>

scholarly journals PERAN BRAND TRUST MEMEDIASI PENGARUH BRAND IMAGE TERHADAP BRAND LOYALTY

2019 ◽  
Vol 8 (7) ◽  
pp. 4328
Author(s):  
I Wayan Govinda Gotama Putra Putra ◽  
Eka Sulistyawati
Keyword(s):  
Path Analysis ◽  
Brand Loyalty ◽  
Brand Image ◽  
Sampling Technique ◽  
Brand Trust ◽  
Purposive Sampling ◽  
Analysis Techniques ◽  
Image Variables ◽  
Positive Effect ◽  
Analyze Data

This research was conducted with the aim of measuring and testing the effect of brand image on brand loyalty with brand trust as a mediator. One hundred badminton players using Shuttlecock Pastra were used as samples, the method used was purposive sampling. The study was conducted in Denpasar City and distributed questionnaires to prospective respondents as many as 100 people selected through a purposive sampling technique. Path analysis techniques and sobel tests are used to analyze data. After investigating, it was found that brand image variables had a positive and significant effect on brand trust variables, brand image variables had a positive and significant effect on brand loyalty variables, brand trust variables had a positive effect that was also significant for brand loyalty variables and brand trust variables were able to mediate the influence of brand image on brand loyalty shuttlecock Pastra. Keywords: brand image, shutllecock, brand trust, Pastra, brand loyalty

scholarly journals MEDIATING ROLE OF BRAND, COMMITMENT AND RISK ON THE RELATIONSHIP OF MOBILE BANKING SERVICE QUALITY AND MARKETING PERFORMANCE IN INDONESIA

2021 ◽  
Vol 19 (4) ◽  
pp. 751-765
Author(s):  
Yudi Sutarso ◽  
◽  
Bachtiar Eka Kaca Sungkana ◽  
Dendi Vio Anggriatama ◽  
Windi Mega Lavenia ◽  
...  
Keyword(s):  
Service Quality ◽  
Perceived Risk ◽  
Brand Image ◽  
Mobile Banking ◽  
Brand Commitment ◽  
Mediating Role ◽  
Marketing Performance ◽  
Relationship Of ◽  
The Relationship

The purpose of this study is to investigate the mediating role of brand, commitment, and perceived risk on the relationship of mobile banking (MB) service quality and marketing performance (satisfaction and loyalty). A survey was conducted using a sample of 617 MB customers in Indonesia, i.e., Mobile BCA (BCA), BNI mobile (BNI), and Go mobile (CIMB Niaga). Structural equation modeling analysis was carried out with Warp PLS. The results show that MB service quality positively affects brand, commitment, satisfaction, and loyalty, while perceived risk has no effect. Another finding showed a relationship between brand image, commitment, and perceived risk on customer satisfaction and loyalty, although brand prestige does not affect loyalty. Thus, the partial mediating roles of brand image, commitment, and perceived risk are confirmed in the study. The findings will help academic researchers and bank practitioners understand MB customer attitude and behavior and help them in formulating strategies to manage the use of MB in Indonesia.

scholarly journals HUBUNGAN ANTARA BRAND IMAGE DENGAN PENGAMBILAN KEPUTUSAN MEMILIH PRODI PSIKOLOGI UST YOGYAKARTA

2017 ◽  
Vol 5 (1) ◽  
pp. 1
Author(s):  
Rika Pebriani ◽  
Flora Grace Putrianti
Keyword(s):  
Decision Making ◽  
Positive Relationship ◽  
Brand Image ◽  
Sampling Technique ◽  
External Factors ◽  
Test Results ◽  
Internal Factors ◽  
Significant Positive Relationship ◽  
Purposive Sampling ◽  
The Relationship

ABSTRACT           The purpose of this study was to determine the relationship between brand image and making the decision of choosing Departement.          Subjects in this study were students Departement UST Psychology Yogyakarta. The sampling technique was purposive sampling. The method of analysis used in this study is from Karl Pearson Product Moment.The results of the analysis of decision-making variable data with variable pick Faculty  brand image in showing the value of r = 0,619 with significant level p = 0,000 ( p < 0,05). Based on the results of correlation can be stated that there is a significant positive relationship between brand image by selecting the decision-making department of psychology UST Yogyakarta.          Correlation test test results showed that the variables of brand image to decision choosing faculty has determinant coefficient of 0,383. Means variable brand image in contributing effectively to decision making choosing Departement by 38,3 %,  while the remaining 61,7 % is influenced by other factors such as external factors which consist of prince and promotion or marketing and internal factors consist of motivation to decision making and attitudes towards decision making. Keywords : Brand Image,  Decision To Choose Departement.

scholarly journals KUALITAS LAYANAN ELEKTRONIK, HARGA DAN PERSEPSI MANFAAT FITUR GO-PAY TERHADAP KEPUASAN PELANGGAN GOJEK DI KOTA PADANG

2021 ◽  
Vol 16 (1) ◽  
pp. 48-56
Author(s):  
Fadhillah Aliyah ◽  
Wiry Utami ◽  
Irda Irda
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Sample Size ◽  
Sampling Technique ◽  
Perceived Benefits ◽  
Purposive Sampling ◽  
Electronic Service ◽  
The Relationship ◽  
Positive Effect

This study examines the relationship between the effect of electronic service quality, price and perceived benefits of go-pay features on customer satisfaction in Padang. Population in this study are all motorcycle customers who use the go-pay feature. With a sample size of 100 respondents selected using the Purposive Sampling technique. The results showed that electronic service quality has positive and significant effect on customer satisfaction, price has positive effect on customer satisfaction, while the perceived benefits does not significant on customer satisfaction.  

scholarly journals Hubungan Kualitas Pelayanan dan Lokasi dengan Loyalitas Pelanggan di Raihan Bakery Cake & Shop Medan

2020 ◽  
Vol 2 (2) ◽  
pp. 91-118
Author(s):  
Fitri Dwi Setya ◽  
M. Rajab Lubis ◽  
Sjahril Effendy
Keyword(s):  
Service Quality ◽  
Customer Loyalty ◽  
Positive Relationship ◽  
Sampling Technique ◽  
Quantitative Approach ◽  
Purposive Sampling ◽  
The Relationship ◽  
Multiple Analysis

This study aims to determine the relationship between service quality and location variables with customer loyalty at Raihan Bakery Cake Shop Medan. The population in this study was as much 2100 taken from customers who are truly loyal to Raihan Bakery Cake Shop Field. This research uses a quantitative approach and sampling in this study with purposive sampling technique amounted to 100 people. The instrument used was a valid and reliable questionnaire for service quality, location and customer loyalty. The research was analyzed using the Multiple Analysis test. The results showed that: (1) There is a positive relationship Rx1-y = 0.0446 of service quality with customer loyalty at Raihan Bakery Cake Shop Medan. This is indicated by tcount = 4,938 ttable = 1,985 and a significance value of 0,000 0.05. (2) There is a positive relationship Rx2-y = 0.172 from the location with customer loyalty at Raihan Bakery Cake Shop Medan. This is indicated by tcount = 1,731 ttable = 1.985 and a significance value of 0.043 0.05. (3) There is a positive relationship Rx1.x2-y = 0.0448 of service quality and location with customer loyalty at Raihan Bakery Cake Shop Medan. And from the output obtained a determinant coefficient (R2) of 0.200 with a significance value of 0.000 0.05.

scholarly journals PERAN BRAND IMAGE DALAM MEMEDIASI PENGARUH HARGA TERHADAP NIAT PEMBELIAN (Studi Pada Produk Iphone Di Kota Denpasar)

2018 ◽  
Vol 7 (12) ◽  
pp. 6591
Author(s):  
AA Gd Agung Rahma Putra ◽  
Ni Made Asti Aksari
Keyword(s):  
Purchase Intention ◽  
Sampling Method ◽  
Brand Image ◽  
Sampling Technique ◽  
Intention To Use ◽  
Mediating Role ◽  
Analysis Technique ◽  
Consumer Purchase Intention ◽  
The Relationship

The purpose of this study is to examine the effect of price on brand image, the effect of price and brand image on consumer purchase intention, and the role of brand image in mediating the effect of price on the purchase intention towards iPhone product in Denpasar City. The population of this study are consumers with the intention to use iPhone product. The sampling method used in this study is nonprobability sampling with purposive sampling technique by using certain consideration. The sample selected for this study was 110 respondents. Data is analysed using path analysis technique. The result of this research shows that price have a positive and significant effect on iPhone brand image, price and brand image have positive and significant effect on consumer purchase intention towards iPhone product, and brand image plays a mediating role on the relationship between price and purchase intention towards iPhone product in Denpasar.

scholarly journals The Effects of Logo Shape, Logo Color, Typography and Service Quality Towards Brand Image on PT. Gojek Indonesia

2021 ◽  
Vol 3 (2) ◽  
pp. 158-166
Author(s):  
Shafira Azzahira ◽  
I Made Bayu Dirgantara
Keyword(s):  
Social Sciences ◽  
Service Quality ◽  
Sampling Method ◽  
Brand Image ◽  
Sampling Technique ◽  
Probability Sampling ◽  
Purposive Sampling ◽  
Know How ◽  
Independent Variables

This research aims to explain the influences of logo shape, logo color, typography and service quality towards brand image on PT. Gojek Indonesia. There are four independent variables, those are logo shape. Logo color, typography and service quality that researcher wanted to know how much those variables influence on the image of Gojek as a dependent variable. This research used a non-probability sampling technique with a purposive sampling method. The population of the research as a media. The samples in this research were 115 respondents. This research examines the hypothesis by using Statistical Package for Social Sciences (SPSS). The results of this study indicate that typography and service quality have a positive and significant effect on brand image. Meanwhile, logo shape and logo color does not have a significant effect on brand image. Service quality as a dominant variables that influence the brand image.

Sign in / Sign up

Export Citation Format

Share Document