scholarly journals Building customer loyalty for light steel products “Kencana Truss” in Bali

2019 ◽  
Vol 6 (4) ◽  
pp. 156-168
Author(s):  
I Komang Adi Dana Wijaya ◽  
Ni Wayan Sri Suprapti
Keyword(s):  
Customer Satisfaction ◽  
Product Quality ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Brand Image ◽  
Equation Modeling ◽  
Brand Trust ◽  
Significant Positive Effect ◽  
Analysis Technique ◽  
Positive Effect

The purpose of this study is to explain the effect of product quality on customer satisfaction mediated by brand image and brand trust, ultimately determining customer loyalty. The questionnaire distributed 175 copies to the users of Kencana Truss light steel in Bali Province, but valid for processing 133 copies. Data were analyzed using SEM (Structural Equation Modeling) analysis technique. The results of this study found that variable product quality, brand image, and brand trust have a significant positive effect on customer satisfaction. Customer satisfaction variables have a significant positive effect on customer loyalty. Variable brand image and brand trust, significantly mediate the effect of product quality on customer satisfaction. Similarly, customer satisfaction mediates the effect of brand image and brand trust on customer loyalty. The implications of the results of this study indicate that product quality is found as a major factor in increasing customer satisfaction which ultimately results in customer loyalty. Providers of light steel products should pay special attention to product quality, so customer satisfaction and loyalty can be maintained.

scholarly journals Pengaruh dari Brand Image dan Product Quality melalui Customer Satisfaction sebagai Variabel Mediator terhadap Customer Loyalty

2021 ◽  
Vol 5 (5) ◽  
pp. 488
Author(s):  
Eric Cantona
Keyword(s):  
Data Analysis ◽  
Customer Satisfaction ◽  
Product Quality ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Brand Image ◽  
Equation Modeling ◽  
Probability Sampling ◽  
Analysis Technique ◽  
Positive Effect

The main key to the success of a business or company is none other than customer loyalty. So, the increase in customer loyalty needs to be considered. However, it is necessary to understand in advance what factors can affect the increase in customer loyalty. Customer loyalty can be influenced by several factors, including brand image, product quality, and customer satisfaction. In this research, we will discuss the influence of brand image and product quality on customer loyalty through customer satisfaction as a mediating variable for Shell fuel customers in Jakarta. Sampling using non-probability sampling with a purposive method to obtain appropriate characteristics for researchers. Respondents were 200 Shell fuel customers aged 17 - 50 years and over. The data analysis technique uses structural equation modeling. The results of this study indicate that brand image and product quality have a positive effect on customer loyalty. For the variable customer satisfaction, it can partially mediate brand image and product quality towards customer loyalty. Kunci utama dari kesuksesan suatu bisnis atau perusahaan tidak lain adalah kesetiaan daripada pelanggan. Maka, peningkatan terhadap kesetiaan pelanggan perlu untuk diperhatikan. Namun, perlu dipahami terlebih dahulu faktor-faktor apa saja yang dapat mempengaruhi peningkatkan kesetiaan pelanggan tersebut. Customer loyalty dapat dipengaruhi oleh beberapa faktor antara lain seperti brand image, product quality, dan customer satisfaction. Dalam penelitian ini akan dibahas mengenai pengaruh pengaruh dari brand image dan product quality terhadap customer loyalty melalui customer satisfaction sebagai varibel mediasi pada konsumen BBM Merk Shell di Jakarta. Pengambilan sample menggunakan non-probability sampling dengan metode purposive untuk mendapatkan karakterisik yang sesuai bagi peneliti. Responden merupakan pelanggan BBM Merk Shell berusia 17 – 50 tahun ke atas sebanyak 200 responden. Teknik analisa data menggunakan pemodelan persamaan struktural. Hasil dari penelitian ini memperlihatkan bahwa brand image dan product quality berpengaruh secara positif terhadap customer loyalty. Untuk variabel customer satisfaction dapat memediasi secara parsial brand image dan product quality terhadap customer loyalty.

scholarly journals Pengaruh Citra Merek dan Kualitas Produk Terhadap Kepuasan dan Loyalitas Pelanggan

2020 ◽  
Vol 4 (2) ◽  
pp. 231-240
Author(s):  
Eka Sapitri ◽  
Sampurno Sampurno ◽  
Iha Hayani
Keyword(s):  
Customer Satisfaction ◽  
Product Quality ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Goodness Of Fit ◽  
Brand Image ◽  
Equation Modeling ◽  
Probability Sampling ◽  
Purposive Sampling ◽  
T Values

This study aims to determine the effect of brand image and product quality on customer satisfaction which has an impact on customer loyalty, especially for telon oil baby care products. The hypothesis used in this study: Brand Image influences Customer Satisfaction, Product Quality influences Customer Satisfaction, Brand Image influences Customer Loyalty, Product Quality influences Customer Loyalty, Customer Satisfaction influences customer loyalty. Research data were collected using a questionnaire distributed to respondents. The population in this study were mothers who have babies <4 years old who use Cussons Baby Telon Oil in the DKI Jakarta area. The sampling method used in this study is non probability sampling with purposive sampling technique. The number of samples in this study were 133 respondents. Data analysis uses SEM (Structural Equation Modeling) version 8.7 that meets the Goodness of Fit criteria. The results of the study concluded that there is an influence between the variables Brand Image and Product Quality on Customer Satisfaction with t values ​​of 6.89 and 5.68, respectively. The influence of Brand Image and Product Quality on Customer Loyalty with t values ​​of 2.00 and 2.71, respectively. The influence of Customer Satisfaction on Customer Loyalty with a value of t 3.06. Abstrak Penelitian ini bertujuan untuk mengetahui pengaruh citra merek dan kualitas produk terhadap kepuasan pelanggan yang berdampak pada loyalitas pelanggan khususnya untuk produk perawatan bayi minyak telon. Hipotesis yang digunakan dalam penelitian ini: Citra Merek berpengaruh terhadap Kepuasan Pelanggan, Kualitas Produk berpengaruh terhadap Kepuasan Pelanggan, Citra Merek berpengaruh terhadap Loyalitas Pelanggan, Kualitas Produk berpengaruh terhadap Loyalitas Pelanggan, Kepuasan Pelanggan berpengaruh terhadap loyalitas pelanggan. Data penelitian dikumpulkan dengan menggunakan kuesioner yang disebarkan pada responden. Populasi dalam penelitian ini adalah ibu-ibu yang memiliki bayi umur <4 tahun yang menggunakan Minyak Telon Cussons Baby di wilayah DKI Jakarta. Metode pengambilan sampel yang digunakan dalam penelitian ini adalah non probability sampling dengan tehnik pengambilan purposive sampling. Jumlah sampel pada penelitian ini adalah 133 responden. Analisis data menggunakan SEM (Structural Equation Modelling) versi 8.7 yang memenuhi kriteria Goodness of Fit. Hasil penelitian menyimpulkan bahwa adanya pengaruh antar variabel Citra Merek dan Kualitas Produk terhadap Kepuasan Pelanggan dengan nilai t masing-masing 6,89 dan 5,68. Adanya pengaruh Citra Merek dan Kualitas Produk terhadap Loyalitas Pelanggan dengan nilai t masing-masing 2,00 dan 2,71. Adanya pengaruh Kepuasan Pelanggan terhadap Loyalitas Pelanggan dengan nilai t 3,06. Kata Kunci : Citra Merek, Kualitas Produk, Kepuasan Pelanggan, Loyalitas Pelanggan, Cussons, SEM

scholarly journals Determinan Kepuasan, Kepercayaan dan Loyalitas Pelanggan UKM Sasirangan Melalui Media Sosial Instagram (Studi Pada Pelanggan yang merupakan Followers/Pengikut Kasasiur_Banjar )

2021 ◽  
Vol 5 (1) ◽  
pp. 14-30
Author(s):  
Rizki Adhani ◽  
RR Yulianti Prihatiningrum
Keyword(s):  
User Interface ◽  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Information Quality ◽  
Equation Modeling ◽  
Significant Positive Effect ◽  
Interface Quality ◽  
Customer Trust ◽  
Positive Effect

This study aims to analyze the influence of User Interface Quality (X1), Information Quality (X2), Privacy Perception (X3) and Price (X4) on Satisfaction (Y1), analyze the influence of User Interface Quality (X1), Information Quality (X2), Privacy Perception (X3) and Satisfaction (Y1) on Trust (Y2) and analyze the influence of Satisfaction (Y1) and Trust (Y2) on Customer Loyalty (Y3).This research is a quantitative study using a survey approach. This research method uses a questionnaire with 150 respondents who are Instagram followers with kasasiur_banjar accounts. In this study using the Non Probability Sampling technique by purposive sampling. Measurement of variables using a Likert scale technique with a scale of weights from 1 to 5. To determine the effect of the studied variables Structural Equation Modeling (SEM) analysis tools are used.The results of the study concluded that User Interface quality has a significant positive effect on customer satisfaction. User Interface quality has a significant positive effect on customer trust. Information quality has a significant positive effect on customer satisfaction. The quality of information t has a significant positive effect on customer trust. Privacy perception has a significant positive effect on customer satisfaction. Privacy perception has a significant positive effect on customer trust. Price has a significant positive effect on customer satisfaction. Customer satisfaction has a significant positive effect on trust. Customer satisfaction has a significant positive effect on customer loyalty. Customer trust has a significant positive effect on customer loyalty. 

scholarly journals An Examination of The Determinants of Customer Loyalty

2020 ◽  
Vol 5 (4) ◽  
Author(s):  
Tasrik Hasrat ◽  
. Mahfudnurnajamuddin ◽  
Asdar Djamereng ◽  
Sabri Hasan ◽  
. Budiandriani
Keyword(s):  
Customer Satisfaction ◽  
Product Quality ◽  
Brand Equity ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Equation Modeling ◽  
Negative Effect ◽  
Equity Price ◽  
Positive Effect

Brand equity, price, product quality, customer satisfaction, and the importance of customer loyalty in marketing which is the target and expectation of every company. Marketers expect to be able to retain their customers in the long term, even if possible forever. Therefore, this study wants to examine the factors that affect customer satisfaction and customer loyalty. These factors are brand equity, price, product quality, customer satisfaction, and customer loyalty. The required data were obtained through interviews using a questionnaire to 120 respondents. The data obtained were analyzed using Structural Equation Modeling (SEM) and SPSS 21 techniques. The results of hypothesis testing prove that brand equity has a positive effect on customer satisfaction, Price is a negative effect on customer satisfaction, Product quality has a positive effect on customer satisfaction, Customer satisfaction has a positive effect on customer loyalty, Brand Equity has a positive effect on customer loyalty, Price is a negative effect on customer loyalty, Product quality has a positive effect on customer loyalty, brand equity has a positive effect on customer loyalty through customer satisfaction, the price is a negative effect on customer loyalty through customer satisfaction, product quality has a positive effect on customer loyalty through customer satisfaction. Based on the results of testing the hypothesis, several managerial implications can be drawn, namely, that loyalty can be increased by increasing customer satisfaction, brand equity, price, and product quality. This is done by providing competitive prices according to the quality of the product. If the quality of the product is increased, the price will not affect the customer if it is increased, so automatically satisfaction will be formed, by itself a strong customer loyalty is formed. So it can be said that price does not affect in determining the level of customer satisfaction and customer loyalty because other very strong variables shape satisfaction and loyalty. High prices do not guarantee customers will be satisfied as well if the price of the product is cheap as long as the price is still reasonable for substitution category goods.

scholarly journals Pengaruh Kualitas Layanan Dan Citra Merek Terhadap Loyalitas Pelanggan Melalui Kepuasan Pelanggan Pada Pelanggan Jasa JNE Di Yogyakarta

2021 ◽  
Vol 9 (2) ◽  
pp. 81-90
Author(s):  
Putri Wulandari ◽  
Heru Tri Sutiono ◽  
Sri Kussujaniatun
Keyword(s):  
Structural Equation Modeling ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Service ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Brand Image ◽  
Descriptive Analysis ◽  
Equation Modeling ◽  
Analysis Technique

The purpose of this study is to analyze the effect of service quality and brand image on customer loyalty through customer satisfaction to customer service JNE in Yogyakarta. The method used was purposive sampling, with the sampling of the population is based on certain criteria namely JNE service customer in Yogyakarta have used JNE service at least 2 times. The sample in this study were 270 respondents. Data analysis methods include descriptive analysis and quanitative analysis using the SEM (Structural Equation Modeling),an analysis technique based on PLS (Structural Equation Modeling). The result of this study prove that (1) service quality has a positive and significant effect on customer satisfaction (2) brand image service quality has a positive and significant effect on customer satisfaction (3) service quality has a positive and significant effect on customer loyalty (4) brand image has a positive and significant effect on customer loyalty (5) customer satisfaction has a positive and significant effect on customer loyalty (6) service quality has a positive and significant effect on customer loyalty through customer satisfaction (7) brand image has a positive and significant effect on customer loyalty through customer satisfaction.

scholarly journals SERVICE QUALITY, PRICE, CUSTOMER SATISFACTION AND CUSTOMER LOYALTY: A STUDY OF CONVENIENCE STORES IN HO CHI MINH CITY

2020 ◽  
Vol 37 (01) ◽  
Author(s):  
DAM TRI CUONG ◽  
NGUYEN THANH LONG
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Ho Chi Minh City ◽  
Equation Modeling ◽  
Future Research ◽  
Significant Positive Effect ◽  
Convenience Stores ◽  
Positive Effect

This study aims to examine the relationship between the service quality, price, customer satisfaction and customer loyalty for the convenience stores in Ho Chi Minh City. These relationships were tested with a sample of 358 customers at convenience stores in Ho Chi Minh City. By using the partial least squared structural equation modeling (PLS-SEM) with SmartPLS software for data analysis. The finding showed that service quality has a significant positive effect on both of customer satisfaction and customer loyalty. The finding of this paper also showed that price has a significant positive effect on both of customer satisfaction and customer loyalty. The finding also showed that customer satisfaction has a significant positive effect on customer loyalty. From the above results, the study offers implications for managers and directions for future research.

scholarly journals Pengaruh dari Brand Trust, Brand Image, dan Reputation terhadap Brand Loyalty Kopi Lokal di Jakarta

2021 ◽  
Vol 5 (5) ◽  
pp. 459
Author(s):  
Varian Jastine
Keyword(s):  
Data Analysis ◽  
Brand Loyalty ◽  
Structural Equation ◽  
Brand Image ◽  
Equation Modeling ◽  
Brand Trust ◽  
Probability Sampling ◽  
Brand Reputation ◽  
Analysis Technique ◽  
Positive Effect

The key to the success of a business or company is none other than brand loyalty by customers. So, the increase in brand loyalty needs to be considered. Some factors can affect the increase in brand loyalty. Brand loyalty can be influenced by several factors such as brand trust, brand image, and brand reputation. This study will discuss the effect of brand trust, brand image, and brand reputation on local coffee brand loyalty in Jakarta. Sampling using non-probability sampling with a purposive method to obtain appropriate characteristics for researchers. Respondents are local coffee consumers who live in Jakarta and are aged under 18-25 years and over as many as 140 respondents. The data analysis technique uses structural equation modeling. The results of this study indicate that brand trust, brand image, and brand reputation have a positive effect on brand loyalty. Kunci dari kesuksesan suatu bisnis atau perusahaan tidak lain adalah loyalitas merek oleh pelanggan. Maka, peningkatan terhadap loyalitas merek perlu untuk diperhatikan. Terdapat faktor-faktor yang dapat mempengaruhi peningkatkan loyalitas merek tersebut. Brand loyalty dapat dipengaruhi oleh beberapa faktor seperti brand trust, brand image, dan brand reputation. Penelitian ini akan membahas pengaruh dari brand trust, brand image dan brand reputation terhadap brand loyalty kopi lokal di Jakarta. Pengambilan sampel menggunakan non-probability sampling dengan metode purposive untuk mendapatkan karakterisik yang sesuai bagi peneliti. Responden merupakan konsumen kopi lokal yang berdomisili di Jakarta dan berusia dibawah 18 – 25 tahun ke atas sebanyak 140 responden. Teknik analisa data menggunakan pemodelan persamaan struktural. Hasil dari penelitian ini memperlihatkan bahwa brand trust, brand image dan brand reputation berpengaruh secara positif terhadap brand loyalty.

scholarly journals Investigations of Customer Loyalty: Strengthening Product Quality, Brand Image and Customer Satisfaction

2021 ◽  
Vol 11 (1) ◽  
pp. 78
Author(s):  
Enjang Sudarman ◽  
Harries Madiistriyatno ◽  
Ikbal Sudarman
Keyword(s):  
Customer Satisfaction ◽  
Product Quality ◽  
Structural Equation Model ◽  
Customer Loyalty ◽  
Random Sampling ◽  
Structural Equation ◽  
Brand Image ◽  
Research Result ◽  
Equation Model ◽  
Stratified Random Sampling

Abstract. The purpose of this study is to help make decisions about winning the smartphone market through product differentiation to increase customer loyalty for the OPPO Brand. The study population was 1050 students of the faculty of education and the faculty of economics, the sampling technique using the stratified random sampling method was obtained by 550 students. Data analysis was performed using Structural Equation Model (SEM) statistical analysis using Amos Graphic v.22 Software. The result of the research obtained product differential strategy, brand image and customer satisfaction can increase customer loyalty. Brand image and customer satisfaction factor are mediators of product quality on customer loyalty factors. The implication of this research is that brand image is the biggest factor affecting customer satisfaction. Furthermore, the contribution of research result to the OPPO company must make product changes in order to improve brand image, customer satisfaction and customer loyalty. Abstrak. Tujuan dari penelitian ini adalah untuk meningkatkan loyalitas pelanggan melalui penguatan kualitas produk, citra merek dan kepuasan pelanggan. Populasi penelitian ini adalah Mahasiswa di Kabupaten Karawang dari 12 Perguruan tinggi sebanyak 27,378 mahasiswa, teknik pengambilan sampel menggunakan stratified random sampling diperoleh sebanyak 550 orang. Analisis data dilakukan dengan menggunakan analisis statistik Structural Equation Model (SEM) menggunakan perangkat lunak Amos Graphic versi 22. Hasil penelitian yang diperoleh bahwa penguatan kualitas produk memiliki efek secara langsung terhadap loyalitas pelanggan, citrak merek dan kepuasan pelanggan adalah mediator faktor kualitas produk pada faktor loyalitas pelanggan. Implikasi dari penelitian ini bahwa citra merek merupakan faktor terbesar yang mempengaruhi kepuasan pelanggan. Selanjutnya, kontribusi hasil penelitian terhadap perusahaan OPPO adalah untuk pertimbangan kebijakan bagi manajemen dalam hal penguatan kualitas produk yang dilakukan melalui inovasi teknologi dari sisi penggunaan bahan, fitur-fitur, serta komponen berkualitas tinggi agar meningkatkan citra merek, kepuasan pelanggan sehingga berdampak positif terhadap loyalitas pelanggan.

scholarly journals PENGARUH KUALITAS PRODUK TERHADAP KEPUTUSAN PEMBELIAN HANDPHONE NOKIA DENGAN CITRA MEREK SEBAGAI PEMEDIASI

2018 ◽  
Vol 8 (3) ◽  
pp. 1374
Author(s):  
Kadek Ayuk Riska Oktavenia ◽  
I Gusti Agung Ketut Sri Ardani
Keyword(s):  
Mobile Phone ◽  
Product Quality ◽  
Brand Image ◽  
Spare Parts ◽  
Partial Least Square ◽  
Least Square ◽  
Significant Positive Effect ◽  
Purchasing Decision ◽  
Analysis Technique ◽  
Positive Effect

This study aims to determine the effect of product quality on Nokia mobile phone purchase decision  with brand image as mediator. This  research was conducted in Denpasar  City. The  number of samples taken is 99 samples with  nonprobability sampling method, especially Accidental sampling or convenience sampling. The data were collected through questionnaires with Likert scale 1-5. The analysis technique used is Partial Least Square (PLS) analysis. The results of the study found that product quality has a significant positive effect on purchasing decision, brand  image hasa significant positive effect on purchasing  decision, product quality has a significant positive effect on brand image and brand image mediating the effect of product quality on purchasing decision. Companies should conduct market research to make the product or product specifications suitable and suitable to be incorporated in Nokia mobile phone products. In the service, the company must work together with various vendors of Nokia mobile phones both sales and service spare parts, service, and guarantees by multiplying the cooperation with them, with these consumers will easily obtain the services needed.

scholarly journals THE EFFECT OF SERVICE QUALITY AND BRAND IMAGE TO IMPROVE THE SATISFACTION AND LOYALTY OF BIGTV CUSTOMERS IN SEMARANG

2019 ◽  
Vol 17 (3) ◽  
pp. 188
Author(s):  
Nindita Gabriele Pragunadi ◽  
I Made Sukresna ◽  
Sutopo Sutopo
Keyword(s):  
Service Quality ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Brand Image ◽  
Sample Selection ◽  
Research Problem ◽  
Equation Modeling ◽  
Analysis Tool ◽  
Positive Effect ◽  
Test Result

The problem that happened in this research is the decrease of BIGTV customer loyalty of Semarang which result in customer decision to unsubscribe. This is evident from the increasing number of subscribers who have been subscribed for more than 1 year but unsubscribed in the first half of 2015. So the formulation of this research problem is how to increase customer loyalty BIGTV Semarang and BIGTV Semarang customer decisions to re-subscribe allegedly influenced by the quality service, and brand image. This study aims to analyze the influence of service quality and brand image directly or indirectly to customer loyalty with mediated by satisfaction. Sample selection using purposive sampling. The sample used is 150 people BIGTV Semarang customers. The analysis tool used is structural equation modeling. Based on the results of research, service quality and brand image have a positive effect on satisfaction and loyalty, while satisfaction has a positive effect on loyalty. Based on the fit model test, 7 indicator test result stated that all models have a good fit. So from this, it can be concluded that the model has a good enough fit to predict customer loyalty

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