scholarly journals Kepuasan pelanggan sebagai mediasi pengaruh brand image terhadap loyalitas pelanggan

2018 ◽  
Vol 2 (2) ◽  
pp. 123-131
Author(s):  
Dwi Silvi Anisah ◽  
Iva Nurdiana Nurfarida
Keyword(s):  
Data Analysis ◽  
Customer Satisfaction ◽  
Path Analysis ◽  
Customer Loyalty ◽  
Indirect Effect ◽  
Brand Image ◽  
Sampling Technique ◽  
Total Sample ◽  
Analysis Technique ◽  
Significant Direct Effect

To maintain market share, companies must be able to guarantee customer satisfaction so that customers become loyal. Companies need a brand image strategy or brand image so that it becomes the top of mind in the minds of consumers or customers. This study aims to determine the effect of brand image on customer loyalty mediated by customer satisfaction. The study was conducted at Warung Griya Bebek and Ayam Goreng Nelongso Malang. Accidental sampling technique with a total sample of 104 respondents, using a questionnaire as a research instrument. Data analysis technique used is Path Analysis. The analysis shows that brand image has a significant direct effect on customer satisfaction. Other results show that brand image also has a significant indirect effect on customer loyalty mediated by customer satisfaction

scholarly journals PENGARUH KUALITAS PRODUK DAN CITRA MEREK TERHADAP KEPUASAN PELANGGAN DAN DAMPAKNYA TERHADAP KOMUNIKASI WORD OF MOUTH

2020 ◽  
pp. 1
Author(s):  
Putu Mertayasa ◽  
I Gusti Ayu Ketut Giantari
Keyword(s):  
Data Analysis ◽  
Customer Satisfaction ◽  
Path Analysis ◽  
Product Quality ◽  
Sampling Method ◽  
Word Of Mouth ◽  
Brand Image ◽  
Sampling Technique ◽  
Analysis Technique ◽  
Word Of Mouth Communication

The purpose of this study was to explain the effect of product quality and brand image on IndiHome customer satisfaction in Denpasar City, and to explain the effect of product quality, brand image and customer satisfaction on IndiHome customers' word of mouth communication in Denpasar City. The population in this study were all IndiHome customers in Denpasar City. The sampling technique used is purposive sampling method. The number of samples used in this study were 100 respondents. The data analysis technique used in this study is path analysis. The results showed that product quality and brand image had a positive and significant effect on IndiHome customer satisfaction in Denpasar City, and product quality, brand image and customer satisfaction had a positive and significant effect on IndiHome customers' word of mouth communication in Denpasar City.

scholarly journals PERAN KEPUASAN PELANGGAN DALAM MEMEDIASI PENGARUH KUALITAS PELAYANAN TERHADAP LOYALITAS PELANGGAN PT. HONDA DENPASAR AGUNG

2019 ◽  
Vol 8 (5) ◽  
pp. 3166
Author(s):  
I Gusti Ayu Ipik Indraswari ◽  
I Gusti Agung Ketut Sri Ardani
Keyword(s):  
Data Analysis ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Path Analysis ◽  
Key Words ◽  
Customer Loyalty ◽  
Sampling Technique ◽  
Analysis Technique ◽  
Minimum Age

The purpose of this study is to examine the role of customer satisfaction in mediating the effect of service quality on customer loyalty at PT. Honda Denpasar Agung Indah Motor in Bali. Research respondents were company customers with a minimum age of 17 years and had purchased a Honda car unit at a PT dealer. Honda Denpasar Agung Indah Motor. The number of research respondents was set at 110 respondents using the sampling technique that was purposive sampling. Data was collected through questionnaires. The data analysis technique used is the path analysis technique and the sobel test. The results showed that service quality has a positive and significant effect on customer loyalty, service quality has a positive and significant effect on customer satisfaction, customer satisfaction has a positive and significant effect on customer loyalty at PT. Honda Denpasar Agung Indah Motor.   Key words : service quality, customer satisfaction, customer loyalty.

scholarly journals PENGARUH KEPUASAN DAN KEPERCAYAAN TERHADAP LOYALITAS PELANGGAN RUMAH MAKAN DUA PUTRI DI KELURAHAN MATANO KECAMATAN BUNGKU TENGAH

2020 ◽  
Vol 3 (2) ◽  
pp. 111-122
Author(s):  
Muhammad Randi Satrio ◽  
Chalil Chalil ◽  
Ira Nuriya Santi
Keyword(s):  
Regression Analysis ◽  
Data Analysis ◽  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Linear Regression Analysis ◽  
Sampling Technique ◽  
Multiple Linear Regression Analysis ◽  
Purposive Sampling ◽  
Analysis Technique ◽  
Customer Trust

The  purpose  of  this  research  is  to  test  and  analyze  1)  Influence  simultaneously  variable  of satisfaction and trust to customer loyality of Two Princess Restaurant in Matano Sub-District of Bungku Tengah District. 2) Partial influence of customer satisfaction variable on customer loyalty Two Putri Restaurant in Matano Village, Central Bungku District. 3) Partial influence of customer trust variable on customer loyalty of Two Princess Restaurant in Matano Sub-district of Bungku Tengah District. This type of research is descriptive causally. Sampling technique using Purposive Sampling, obtained sample of 60 respondents. Data analysis technique is multiple linear regression analysis. The results showed that based on the results of Test F, customer satisfaction variables and customer trust simultaneously have a positive and significant impact on customer loyalty Two Putri Restaurant in Matano Village, Central Bungku District. Partially, customer satisfaction variable (X1) has a positive and significant influence on customer loyalty of Two Putri Restaurant in Matano Village, Central Bungku District. The variable of customer trust (X2) has a positive and significant impact on customer loyalty of Two Princess Restaurant in Matano Sub-district, Bungku Tengah District. Tujuan penelitian adalah untuk menguji dan menganalisis 1) Pengaruh secara simultan variabel kepuasan dan kepercayaan terhadap loyalitas pelanggan Rumah Makan Dua Putri di Kelurahan Matano Kecamatan Bungku Tengah. 2) Pengaruh secara parsial variabel kepuasan pelanggan terhadap loyalitas pelanggan Rumah Makan Dua Putri di Kelurahan Matano Kecamatan Bungku Tengah. 3) Pengaruh secara parsial variabel kepercayaan pelanggan terhadap loyalitas pelanggan Rumah Makan Dua Putri di Kelurahan Matano Kecamatan Bungku Tengah. Tipe penelitian adalah deskriptif kausal. Teknik penarikan sampel menggunakan Purposive Sampling, diperoleh sampel sebanyak 60 responden. Teknik analisis data adalah analisis regresi linier berganda. Hasil penelitian menunjukkan bahwa berdasarkan hasil Uji F, variabel kepuasan pelanggan dan kepercayaan pelanggan secara simultan berpengaruh positif dan signifikan terhadap loyalitas pelanggan Rumah Makan Dua Putri di Kelurahan Matano Kecamatan Bungku Tengah. Secara parsial variabel kepuasan pelanggan (X1) berpengaruh positif dan signifikan terhadap loyalitas pelanggan Rumah Makan Dua Putri di Kelurahan Matano Kecamatan Bungku Tengah. Variabel kepercayaan pelanggan (X2) berpengaruh positif dan signifikan terhadap loyalitas pelanggan Rumah Makan Dua Putri di Kelurahan Matano Kecamatan Bungku Tengah.

PENGARUH CITRA MEREK DAN KUALITAS LAYANAN TERHADAP KEPUASAN PELANGGAN PT. SERASI AUTO RAYA JAKARTA

2021 ◽  
Vol 9 (3) ◽  
Author(s):  
Meilly Yani Yanwar ◽  
Tatag Herbayu
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Quantitative Methods ◽  
Brand Image ◽  
Sampling Technique ◽  
Total Sample ◽  
Sampling Techniques ◽  
Test Results ◽  
Partially Linear ◽  
Analysis Technique

<em>To determine the effect of brand image and service quality on customer satisfaction PT. Serasi Auto Raya (SERA) Jakarta. This research uses quantitative methods. The population of this research is the customers of PT. Serasi Auto Raya (SERA) Jakarta with a total sample of 80 respondents who were taken using a sampling technique using incidental sampling techniques, by filling out a questionnaire on google form. The analysis technique was carried out with simultaneous and partially linear regression. Based on the test results, it is found that brand image has a positive and significant effect on customer satisfaction. Then, service quality has a positive and significant effect on customer satisfaction. Furthermore, brand image and customer satisfaction simultaneously have a significant effect on customer satisfaction at PT. Serasi Auto Raya (SERA) Jakarta.</em>

scholarly journals PERAN BRAND IMAGE MEMEDIASI PENGARUH WORD OF MOUTH TERHADAP PURCHASE INTENTION (STUDI PADA PRODUK MIE SAMYANG HOT SPICY CHICKEN DI KOTA DENPASAR)

2018 ◽  
Vol 7 (4) ◽  
pp. 1771
Author(s):  
Ayu Indra Dewi ◽  
I Gusti Agung Ketut Sri Ardani
Keyword(s):  
Data Analysis ◽  
Purchase Intention ◽  
Word Of Mouth ◽  
Brand Image ◽  
Sampling Technique ◽  
Total Sample ◽  
Reliability Test ◽  
Analysis Technique ◽  
Mediator Variable

The purpose of this study is to determine the role of brand image in the influence of word of mouth on purchase intention. This research is conducted in Denpasar City with a total sample of 110 respondents. The criteria of respondents are measured using the purposive sampling technique. The criteria of respondents involved is they have never bought Samyang Hot Spicy Chicken noodle product before. The data collection is conducted by distributing questionnaires which is tested using the validity test and reliability test. The data analysis technique used in this research is the path analysis technique and the Solimun theory. The result attained in this research shows that brand image, as a variable which mediates the influence of word of mouth on purchase intention, is therefore a partial mediator variable. This result proves that brand image is capable of being a mediator variable in the influence of word of mouth on purchase intention

scholarly journals Analisis Pengaruh Brand Equity Untuk Meningkatkan Minat Beli Ulang Dan Word Of Mouth (Studi Kasus Batik Gonggong Tanjungpinang)

2019 ◽  
Vol 3 (1) ◽  
pp. 39-55
Author(s):  
Iranita Iranita
Keyword(s):  
Data Analysis ◽  
Path Analysis ◽  
Brand Equity ◽  
Word Of Mouth ◽  
Brand Image ◽  
Sampling Technique ◽  
Brand Awareness ◽  
Analysis Method ◽  
Analysis Technique ◽  
The City

This study aims to analyze the effect of Brand Equity on increasing repurchase interest and Word of Mouth (WOM). The population and sample in this study were consumers who had already bought Tanjungpinang’s barking batik, both those in the city of Tanjungpinang, as well as consumers outside Tanjungpinang, especially those who had bought batik barking.Determination of the sample in this study using the method of Accidental Sampling is a sampling technique based on chance meeting with a number of criteria that are tailored to the purpose of the study so that selected 60 respondents who have met the criteria and are involved in this study by filling out the questionnaire that has been distributed. The data analysis technique used in this research is the Path Analysis method. The results of this study indicate that Brand Equity (Brand Awareness and Brand Image) has proven to have an effect on repurchase interest and Word of Mouth and these results prove that Brand Equity (Brand Awareness and Brand Image) have a role in bridging the influence that occurs on the variable repurchase interest and Word of Mouth. The results of this study can be a reference for the Tanjungpinang area to make Tanjungpinang as a citybranding of batik barking

scholarly journals Pengaruh Harga dan Store Atmosphere terhadap Kepuasan Konsumen pada Café Dreamblack Coffee Mojokerto

2020 ◽  
Vol 3 (2) ◽  
pp. 173-186
Author(s):  
M. Syamsul Hidayat ◽  
Keyword(s):  
Data Analysis ◽  
Customer Satisfaction ◽  
Regression Coefficient ◽  
Sampling Technique ◽  
Total Sample ◽  
Market Demand ◽  
Test Analysis ◽  
A Value ◽  
Analysis Technique ◽  
Positive Regression

The culinary businesses increase in the establishment such as cafes in CityMojokerto indicates that the result of market demand for the culinary field which also continues to increase. This study aims to determine the effect of Price and store atmosphere on customer satisfaction at Dream Black Coffee cafe partially and simultaneously. This research is a quantitative approach research. The population in this study is Dream Black Coffee consumers. The sampling technique uses accidental sampling technique and purposive sampling with a total sample of 125 people. Data collection techniques use a questionnaires, observation and documentation. The data analysis technique used is the classical assumption test analysis and multiple linear regression. The results show that Price and store atmosphere have a positive and significant effect on customer satisfaction in Dream Black Coffee partially, this is seen from the significant value 0.000 smaller than 0.05 with a value of t count 3.831 and a positive regression coefficient of 0.221, while the price shows a significant value of 0.000 smaller than 0.05 with a calculated value of 9,801 and a positive regression coefficient of 0.356. While simultaneously obtained the calculated F value of 53,441 with a significance value of 0.000 less than 0.05 so that it is concluded that price and store atmosphere simultaneously have a positive and significant effect on customer satisfaction.

scholarly journals PURCHASE INTENTION PADA PRODUK BANK SYARIAH DITINJAU DARI BRAND AWARENESS DAN BRAND IMAGE DENGAN TRUST SEBAGAI VARIABEL MEDIASI

2018 ◽  
Vol 8 (3) ◽  
pp. 562
Author(s):  
Raden Bagus Faizal Irany Sidharta ◽  
Ni Luh Ariningsih Sari ◽  
Wayan Suwandha
Keyword(s):  
Data Analysis ◽  
Path Analysis ◽  
Market Share ◽  
Purchase Intention ◽  
Brand Image ◽  
Sampling Technique ◽  
Brand Awareness ◽  
Purposive Sampling ◽  
Data Analysis Technique ◽  
Analysis Technique

Research aim to analyze influence of 1) Brand Awareness on Trust, 2) Brand Image on Trust, 3) Brand Awareness on Purchase Intention, 4) Brand Image on Purchase Intention, 5) Trust on Purchase Intention, 6) Brand awareness on Purchase Intention through Trust, 7) Brand image on Purchase Intention through Trust on sharia bank product. Sample has taken by using purposive sampling technique with 328 respondents. Data analysis technique used is Path Analysis. The research showed that brand awareness has positive and not significant effect on trust, brand image has positive and significant effect on trust, brand awareness has positive and significant effect on purchase intention, brand image has positive and significant effect on purchase intention, trust has positive and significant effect on purchase intention, brand awareness has not significant effect on purchase intention through trust, brand image has significant effect on purchase intention through trust. The implication of this research would benefit to the management of sharia banking to formulating strategy for increasing market share of sharia banking in Indonesia.

scholarly journals The Role of Sharia Marketing in Increasing Customer Loyalty (An Empirical Study of BMT in Kudus Regency)

2018 ◽  
Vol 11 (2) ◽  
pp. 285
Author(s):  
Anita Rahmawaty
Keyword(s):  
Data Analysis ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Significant Influence ◽  
Sampling Technique ◽  
Research Data ◽  
Analysis Technique ◽  
Research Findings

<p><em>This research strives to empirically examine and analyze the influence of syariah marketing and service quality on BMT customer loyalty and satisfaction in Kudus Regency. </em><em>This study was a survey research that used a quantitative approach. The research data were obtained from 250 BMT customers within Kudus Regency by using an accidental sampling technique. Meanwhile, the data analysis used a path analysis technique. The research findings revealed that: first, sharia marketing has a positive and significant influence on customer satisfaction; second, service quality has a positive and significant influence on customer satisfaction; third, sharia marketing has a positive and significant influence on customer loyalty; fourth, service quality has a positive and significant influence on customer loyalty; and fifth, customer satisfaction has a positive and significant influence on customer loyalty. </em></p>

scholarly journals THE INFLUENCE OF BRAND IMAGE AND BRAND TRUST ON SATISFACTION AND LOYALTY ON TELEVISION PRODUCTS TOSHIBA SURABAYA REGION

2020 ◽  
Vol 20 (2) ◽  
pp. 85-94
Author(s):  
Bagus Ranu Irwanto ◽  
Ani Wulandari
Keyword(s):  
Customer Satisfaction ◽  
Path Analysis ◽  
Customer Loyalty ◽  
Quantitative Research ◽  
Brand Image ◽  
Brand Trust ◽  
Analysis Model ◽  
Analysis Technique ◽  
Index Value ◽  
Path Analysis Model

Given the intense level of competition in the electronics business in Indonesia, the company continues to strive to increase market share and reach new customers and no less importantly the company must work hard in maintaining customer loyalty, including Toshiba products. However, the Top Brand Index value for Toshiba Television products in Indonesia from 2012-2014 has decreased. The decline is not profitable for Toshiba products because this will have an impact on lowering revenue and deteriorating image and customer satisfaction. Based on these problems, this study aims to determine the effect of brand image and brand trust on satisfaction and loyalty in the Surabaya area of ​​Toshiba television products. The population in this study were customers of Toshiba Television products, Surabaya branch, samples were taken were 96 people. This study uses a path analysis model (path analysis). The path analysis technique is one of the statistical analysis techniques used in quantitative research. Based on the test results using the analysis to test the effect of brand image, brand trust, and satisfaction with brand loyalty, the following conclusions can be drawn: Brand Image has a positive and significant effect on Customer Satisfaction, Brand Trust has a positive and significant effect on Customer Satisfaction, Brand Image has a positive and significant effect on customer loyalty, brand trust has a positive and significant effect on customer loyalty, customer satisfaction has a positive and significant effect on customer loyalty, brand image on customer loyalty through customer satisfaction is more dominant than brand trust on customer loyalty through customer satisfaction.

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