scholarly journals role of brand image and customer commitment in mediating service quality towards customer loyalty

2021 ◽  
Vol 9 (1) ◽  
pp. 79-89
Author(s):  
Anak Agung Bagus Putra Mahatama ◽  
Made Wardana
Keyword(s):  
Service Quality ◽  
Customer Loyalty ◽  
Sampling Method ◽  
Brand Image ◽  
Partial Least Square ◽  
Least Square ◽  
Credit Institution ◽  
Customer Commitment ◽  
Technology Improvement

The purpose of this study is to explain the role of brand image and customer commitment in mediating the effect of service quality on customer loyalty. The population in this study is customers at Kedonganan Village Credit Institution. The purposive sampling method has been used with 130 respondents included. Questionnaires were distributed and the result are analyzed using PLS (Partial Least Square) technique. The results of this study indicate that service quality has a positive and significant effect on brand image, customer commitment, and customer loyalty at Kedonganan Village Credit Institution. There was a significant role of brand image and customer commitment in mediating the effect of service quality on customer loyalty at Kedonganan Village Credit Institution. In order to improve brand image and customer commitment, it is hoped that Kedonganan Village Credit Institution will be able to provide faster service, attractive promotions, and technology improvement to encourage customer loyalty.

scholarly journals PREDIKSI CUSTOMER EXPERIENCE DAN SERVICE QUALITY TERHADAP CUSTOMER LOYALTY: CUSTOMER SATISFACTION SEBAGAI VARIABEL MEDIASI

2021 ◽  
Vol 5 (1) ◽  
pp. 191
Author(s):  
Keni Keni ◽  
Kavira Kamate Sandra
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Sampling Method ◽  
Customer Experience ◽  
Partial Least Square ◽  
Least Square ◽  
Equation Modeling ◽  
Convenience Sampling

Pertumbuhan tingkat penjualan ritel di Indonesia bernilai negatif selama satu tahun terakhir. Berbagai fenomena yang terjadi akibat pandemi yang sudah berlangsung sejak tahun 2020 menyebabkan penurunan tersebut, seperti pengurangan gaji dan pemutusan hubungan kerja yang berdampak terhadap penurunan daya beli masyarakat, sehingga menghambat kinerja perusahaan ritel. Oleh sebab itu, perusahaan ritel perlu memperbaiki kinerjanya dengan meningkatkan loyalitas pelanggan yang merupakan sebuah upaya untuk mempertahankan pelanggan yang sudah ada. Penelitian ini bertujuan untuk menguji apakah 1) pengalaman pelanggan dapat memprediksi kepuasan pelanggan. 2) kualitas pelayanan dapat memprediksi kepuasan pelanggan. 3) pengalaman pelanggan dapat memprediksi loyalitas pelanggan. 4) kualitas pelayanan dapat memprediksi loyalitas pelanggan. 5) kepuasan pelanggan dapat memprediksi loyalitas pelanggan. 6) kepuasan pelaggan memediasi prediksi pengalaman pelanggan pada loyalitas pelanggan. 7) kepuasan pelanggan memediasi prediksi kualitas pelayanan pada loyalitas pelanggan. Sampel dipilih dengan menggunakan metode non-probability sampling yang berupa teknik convenience sampling pada 200 responden dan Partial Least Square – Structural Equation Modeling (PLS-SEM) dilakukan untuk menguji hipotesis penelitian. Hasil penelitian ini menunjukan bahwa pengalaman pelanggan dan kualitas pelayanan berpengaruh signifikan untuk memprediksi kepuasan pelanggan, pengalaman pelanggan memiliki pengaruh signifikan untuk memprediksi loyalitas pelanggan, kualitas pelayanan tidak berpengaruh signifikan untuk memprediksi loyalitas pelanggan, kepuasan pelanggan memiliki pengaruh signifikan untuk memprediksi loyalitas pelanggan, dan kepuasan pelanggan memediasi prediksi pengalaman pelanggan dan kualitas pelayanan pada loyalitas pelanggan.  Retail’s sales-growth in Indonesia has been decreasing since last year. Various phenomenons which are caused by the pandemic that has been happening since 2020 has caused the decrease, such as reduction in salary and laid off that resulted in reducing purchasing power which then obstruct retail firm’s performance. Therefore, retail firms should improve their performance by increasing customer loyalty which is an attempt to retain existing customers. This research aimed to examine whether 1) customer experience can predict customer satisfaction.  2) service quality can predict customer satisfaction. 3) customer experience can predict customer loyalty. 4) service quality can predict customer loyalty. 5) customer satisfaction can predict customer loyalty. 6) customer satisfaction mediates the prediction customer experience on customer loyalty. 7) customer satisfaction mediates the prediction service quality on customer loyalty. The sample of this study was selected by using the non-probability sampling method, which is convenience sampling method, with a total amount of 200 respondents and Partial Least Square – Structural Equation Modeling (PLS-SEM) was conducted for the hypotheses testing. The findings of this study illustrate that customer experience and service quality has significant effect to predict customer satisfaction, customer experience has significant effect to predict customer loyalty, service quality has not significant effect to predict customer loyalty, customer satisfaction has significant effect to predict customer loyalty, customer satisfaction mediates the prediction of customer experience and service quality on customer loyalty.

scholarly journals Pengaruh Brand Image dan Persepsi Harga Terhadap Kualitas Pelayanan dan Kepuasan Pelanggan (Studi pada Pelanggan Datsun Nissan Martadinata)

2019 ◽  
Vol 8 (2) ◽  
pp. 1
Author(s):  
Oscar Marco Sanny Junior ◽  
William A. Areros ◽  
Riane J. Pio
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Quantitative Research ◽  
Sampling Method ◽  
Brand Image ◽  
Partial Least Square ◽  
Least Square ◽  
Price Perception ◽  
Purposive Sampling ◽  
Pls Analysis

The immediate objectives of this research is to determined the effect of (1) Brand Image towards Service Quality on Datsun Nissan Martadinata customers, (2) Brand Image towards Customer Satisfaction on Datsun Nissan Martadinata customers, (3) Price Perception of Service Quality on Datsun Nissan Martadinata customers, (4) Price Perception of Customer Satisfaction on Datsun Nissan Martadinata customers, and (5) Service Quality towards Customer Satisfaction on Datsun Nissan Martadinata customers. The quantitative research is adapted as the method in this study and used questionnaire as the reflection of its method. Datsun buyers at Nissan Martadinata Manado are used as the population and Datsun customers are used as the samples. The questionnaires will be distributed with purposive sampling method. This study uses SmartPLS software to assist the Partial Least Square (PLS) analysis. The study resulted in 3 hypotheses were rejected from 5 hypotheses.

scholarly journals THE INFLUENCE OF BRAND IMAGE AND SERVICE QUALITY ON CUSTOMER LOYALTY THROUGH CUSTOMER SATISFACTION IN. BOSOWA BERLIAN MOTORS IN THE CITY OF MAKASSAR

2020 ◽  
Vol 3 (4) ◽  
pp. 136-145
Author(s):  
Andi Nur Ichsan Alqadri ◽  
Abdul Rahman Kadir ◽  
Nuraeni Kadir
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Brand Image ◽  
Partial Least Square ◽  
Least Square ◽  
Business World ◽  
Pls Analysis ◽  
The City

Today the competition in the business world is getting tighter, this is indicated by the number of competing companies that have sprung up that are engaged in the same type of business in capturing the market so that consumers buy the products offered and try to keep their customers so as not to turn to the same product from different companies. This study aims to analyze the effect of Brand Image and service quality on customer satisfaction, Brand Image and service quality on customer loyalty, the effect of customer satisfaction on customer loyalty, the influence of brand image and service quality on customer loyalty through customer satisfaction at PT. Bosowa Berlian Motor in Makassar city. To implement these objectives, data collection techniques are used through observation, questionnaires and documentation, using the Partial Least Square (PLS) analysis method. The results of the study found that brand image and service quality had a positive and significant effect on customer satisfaction. Brand image and service quality have a positive and significant effect on customer loyalty. Customer satisfaction has a positive and significant effect on customer loyalty. Customer satisfaction can partially mediate between brand image and service quality on customer loyalty. It can be indicated that the better the quality of service, the more satisfied the customer will be, thus impacting customer loyalty.

scholarly journals THE ROLE OF BRAND IMAGE IN MEDIATING THE EFFECT OF PRODUCT QUALITY, SERVICE AND PRICE ON PURCHASE INTEREST

2021 ◽  
Vol 2 (3) ◽  
pp. 499-512
Author(s):  
Tri Ajeng Melati ◽  
Didik J. Rachbini ◽  
Endi Rekarti
Keyword(s):  
Service Quality ◽  
Product Quality ◽  
Purchase Intention ◽  
Sampling Method ◽  
Brand Image ◽  
Partial Least Square ◽  
Quality Service ◽  
Relationship Of ◽  
The Relationship

The purpose of this study was to analyze the effect of product quality, service and price in influencing purchase intention, as well as to determine the role of brand image mediating the effect of product quality, service and price on purchase interest in the Daihatsu Xenia brand in South Tangerang. The population in this study are people in South Tangerang city who are involved in the process of searching for and purchasing lmpv vehicles. The sample used in this study were 190 respondents. The sampling method was done by using purposive sampling method. This study uses SEM data analysis techniques and data processing using Partial Least Square (PLS). The results of this study indicate that product quality is proven to have a positive and significant effect on brand image, service quality is proven to have a positive and significant effect on brand image, price is proven to have a positive and significant effect on brand image, product quality is not proven to have a positive and significant effect on brand image. Purchase interest, service quality is proven to have a positive but insignificant influence on purchase intention, price is proven to have a positive and significant effect on purchase intention, brand image is proven to have a significant effect on purchase interest. Then in this study it is also proven that brand image fully mediates the relationship of product quality to purchase intention, brand image does not mediate the relationship of service quality to purchase intention, brand image partially mediates the relationship between price and purchase intention.

scholarly journals EFFECT OF SERVICE QUALITY AND BRAND TRUST ON CUSTOMER SATISFACTION AND CUSTOMER LOYALTY PERTAMINA HOSPITAL BALIKPAPAN

2020 ◽  
Vol 4 (01) ◽  
Author(s):  
Lenny Meitha Wulur ◽  
Theresia Militina ◽  
Gusti Norlitaria Achmad
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Sampling Method ◽  
Partial Least Square ◽  
Least Square ◽  
Brand Trust ◽  
Positive Effect

This research was conducted by Lenny titled "The Effect of Service Quality and Brand Trust on Customer Satisfaction and Customer Loyalty Balikpapan Pertamina Hospital" under the guidance of Prof. Dr. Theresia Militina, M.Siand Dr. Gusti Noorlitaria. A., SE., MM. This study aimed to analyze the influence of service quality and brand trust to customer satisfaction and customer loyalty. The sampling method used in this study is nonprobability Sampling. The sample used in this study were a total of 110 respondents. Analysis of the data used in this study is Partial Least Square with the help of software SmartPLS3.0. result This research shows: (1) Service Quality (X1) positive and significant impact on Customer Satisfaction (Y1), (2) Brand Trust (X2) positive and significant impact on Customer Satisfaction (Y1), (3) Service Quality (X1) positive and significant impact on Customer Loyalty (Y2), (4) Brand Trust (X2) has positive effect but not significant to Customer Loyalty (Y2), (5) Customer Satisfaction (Y1) positive and significant impact on Customer Loyalty (Y2).

scholarly journals Impact of Service Quality and Price Fairness on Consumer Loyalty: The Moderating Role of Information Literacy

2021 ◽  
Vol 7 (4) ◽  
Author(s):  
Muhammad Adnan ◽  
Samia Zarrar ◽  
Kamran Zafar
Keyword(s):  
Service Quality ◽  
Information Literacy ◽  
Customer Loyalty ◽  
Partial Least Square ◽  
Least Square ◽  
Consumer Loyalty ◽  
Price Fairness ◽  
Using Data ◽  
Role Of Information

Purpose: Using data from 200 hotel guests in Multan, Pakistan, this research aims to evaluate the influence of service quality and pricing fairness on consumer loyalty while moderating the role of information literacy. Design/Methodology/Approach/Findings: The findings are estimated using partial least square (PLS). The variables service quality, pricing justice, and information literacy are all positively and substantially connected to customer loyalty, according to PLS estimations. Because the link between service quality and customer loyalty is statistically significant, the results of the moderated regression demonstrate that information literacy positively moderates it. On the other hand, while the link between price fairness and customer loyalty is statistically significant, the variable information literacy acts as a negative moderator. Implications/Originality/Value:  Hotel management are advised to invest in and increase the quality of service. Managers must maintain control of all activities related to the concept of quality from the bottom to the top of their business.

scholarly journals An investigation of online food aggregator (OFA) service: Do online and offline service quality distinct?

2020 ◽  
Vol 15 (2) ◽  
pp. 277-294
Author(s):  
Yusra Yusra ◽  
Caraka Eko ◽  
Arawati Agus ◽  
Mohd Azmi ◽  
Gio Ugiana ◽  
...  
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Service Provider ◽  
Sharing Economy ◽  
Partial Least Square ◽  
Least Square ◽  
Path Modeling ◽  
Customer Satisfaction And Loyalty

As the sharing economy has emerged, the way customer perceives the service is shifting toward a combination of offline and online. The need for the service provider to understand its nature as well as the pertinent aspects regarding its characteristics is crucial. Previous research validated the influence of perceived online and offline service quality toward customer satisfaction and loyalty. However, with the distinctive dimensions of OFA service quality, its effects on customer satisfaction and the role of social innovativeness in satisfaction and loyalty linkage remain unexplored. Hence, this study attempts to investigate these relationships using the data obtained from customers of any OFA in Malaysia. Purposive sampling was employed and 227 collected responses were analyzed using variance-based partial least square path modeling. The results confirm the direct effect of online and offline service quality on customer loyalty and full mediation role of customer satisfaction. Besides, social innovativeness is found negatively moderates customer satisfaction and loyalty relationship. Implications and contributions of the study are also discussed.

Customer satisfaction with sommelier services of upscale Chinese restaurants in Hong Kong

2019 ◽  
Vol 31 (4) ◽  
pp. 532-554 ◽  
Author(s):  
Tommy Lau ◽  
Man Lai Cheung ◽  
Guilherme D. Pires ◽  
Carol Chan
Keyword(s):  
Hong Kong ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Positive Impact ◽  
Partial Least Square ◽  
Least Square ◽  
Survey Method ◽  
Content Type ◽  
The Impact

Purpose The abolishment of the wine tax in Hong Kong has led to increased wine consumption and increased demand for wine-related professionals, such as sommeliers. Yet the importance of sommeliers’ value-adding performance in the context of upscale Chinese restaurants has not been examined. To address this gap, the SERVQUAL framework is adopted to examine the influence of sommeliers’ service quality (SQ) on customer satisfaction (CS) and loyalty in the context of upscale Chinese restaurants in Hong Kong. Design/methodology/approach The survey method is used to collect data from 302 units of the population of interest, partial least square-structural equation modelling (PLS-SEM) is used to test the links between constructs. Findings Four of the seven dimensions of sommeliers’ service quality, namely, empathy, tangibles, credibility and assurance, have a significant positive impact on customer satisfaction and customer loyalty, whereas the impact of perceived value and responsiveness on customer satisfaction and customer loyalty is positive but only marginally significant. Reliability has a weak and non-significant impact on customer satisfaction and customer loyalty. Research limitations/implications Examining a small number of upscale Chinese restaurants in Hong Kong limits generalisation of the findings to other contexts. Replication of the research in different contexts will enhance generalizability. In terms of implications, the discussion highlights the importance of sommeliers’ service performance on customers’ SQ perceptions SQ, CS and loyalty, all of which are important variables for restaurateurs. Originality/value To the best of the authors’ knowledge, this is the first study of the influence of the quality of sommelier’s SQ on CS and loyalty in upscale Chinese restaurants in Hong Kong. Given the lack of attention to this service role in the literature, the study contributes theory from which further understanding can develop.

Analisis Pengaruh Citra Merek dan Kualitas Produk terhadap Keputusan Pembelian Ulang “Slai O’lai”

2021 ◽  
Vol 6 (3) ◽  
pp. 28
Author(s):  
Dini Nur Sofya ◽  
Sugeng Purwanto
Keyword(s):  
Product Quality ◽  
Sampling Method ◽  
Brand Image ◽  
Secondary Data ◽  
Partial Least Square ◽  
Least Square ◽  
Test Reliability ◽  
Probability Sampling ◽  
Convenience Sampling ◽  
The City

Abstract This study aims to determine the effect of brand image and product quality on the decision to repurchase Slai O'lai products in the people of Kediri City and Regency. This type of research is explanatory research, which explains and proves the relationship and influence between the independent variable and the dependent variable. The research method used is quantitative method. This study used a sample of 110 respondents and distributed questionnaires in the City and District of Kediri with the help of Google Forms. Sampling used non-probability sampling method with convenience sampling method. The sample consists of respondents who live in the City and District of Kediri, aged 17 years and over, and have purchased Slai O'lai products more than 2 (two) times. The data used are primary and secondary data, while the analysis technique used in this study is Partial Least Square (PLS) with validity test, reliability test, and hypothesis testing. Based on the results of this study, it can be seen that brand image and product quality have a positive and significant effect on the decision to repurchase Slai O'lai sandwich biscuits. Keywords: brand Image, Product Quality, Repurchase Decision   Abstrak Penelitian ini memiliki tujuan untuk mengetahui pengaruh citra merek dan kualitas produk terhadap keputusan pembelian ulang produk Slai O’lai pada masyarakat Kota dan Kabupaten Kediri. Jenis penelitian ini adalah explanatory research, yang menjelaskan dan membuktikan hubungan dan pengaruh antara variabel bebas dan variabel terikat. Metode penelitian yang digunakan yaitu metode kuantitatif. Penelitian ini menggunakan sampel sebanyak 110 responden dan menyebarkan kuesioner di Kota dan Kabupaten Kediri dengan bantuan Google Forms. Pengambilan sampel menggunakan metode non-probability sampling dengan metode convenience sampling. Sampel terdiri dari responden yang berdomisili di Kota dan Kabupaten Kediri, berusia 17 tahun ke atas, dan telah membeli produk Slai O'lai lebih dari 2 (dua) kali. Data yang digunakan adalah data primer dan sekunder, sedangkan teknik analisis yang digunakan dalam penelitian ini adalah Partial Least Square (PLS) dengan uji validitas, uji reliabilitas, serta uji hipotesis. Berdasarkan hasil penelitian ini dapat diketahui bahwa citra merek dan kualitas produk berpengaruh positif dan signifikan terhadap keputusan pembelian ulang biskuit sandwich merek Slai O’lai. Kata kunci: Citra Merek, Kualitas Produk, Keputusan Pembelian Ulang  

scholarly journals The Effect of Service Quality, Trust, Brand Image on Customer Satisfaction (Study on Cimb Niaga Tabungan Bisnis PT. Bank Cimb Niaga Tangerang Bintaro Branch)

2020 ◽  
Vol 5 (8) ◽  
pp. 1767-1772
Author(s):  
Defi Alfianto ◽  
Dr. Tafiprios, SE,. MM
Keyword(s):  
Data Analysis ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Brand Image ◽  
Partial Least Square ◽  
Least Square ◽  
Survey Method ◽  
Questionnaire Data ◽  
Analysis Method ◽  
Convenience Sampling

In this researchpintends to analyze the influence of service quality, trust, brand image and customer satisfaction. The object of this research is the customer of bank cimb niaga branch tanggerang bintaro the number of samples specified is a total of 100 respondents by using slovin calculation method. The sample withdrawal method uses Convenience Sampling. The method performed for data collection using the survey method, with research instruments is a questionnaire. Data analysis method using SEM Partial Least Square (PLS).. Penelitian has proven telah that thequality of service has a positive and significant effect on customer satisfaction,trust kepercayaan has a positive and significant effect on customer satisfaction,and the brand image has a positive and significant effect on pt customer satisfaction. Bank CIMB Niaga Tangerang Bintaro Branch

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