scholarly journals THE EFFECT OF BRAND IMAGE AND PRODUCT ATTRIBUTES ON CUSTOMER SATISFACTION AND CUSTOMER LOYALTY

2018 ◽  
Vol 16 (3) ◽  
pp. 457-466
Author(s):  
Erik Wahyu Indarto ◽  
◽  
Imam Suroso ◽  
Sudaryanto Sudaryanto ◽  
Nurul Qomariah ◽  
...  
Keyword(s):  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Brand Image ◽  
Product Attributes

scholarly journals PENGARUH DISTRIBUSI, LAYANAN PURNA JUAL, CITRA MEREK DAN FANATISME MEREK TERHADAP LOYALITAS PELANGGAN DENGAN KEPUASAN PELANGGAN SEBAGAI VARIABEL INTERVENING PADA KONSUMEN MOBIL MEREK TOYOTA DI BANJARMASIN

2018 ◽  
Vol 4 (3) ◽  
Author(s):  
Abul Hasan Asy'ari
Keyword(s):  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Significant Influence ◽  
Brand Image ◽  
Correlational Research ◽  
Service Brand ◽  
Image Variables

Abstract: This study aims to determine the effect of distribution variables, after sales service, brand image and brand fanaticism on customer loyalty of Toyota brand cars with customer satisfaction as an intervening variable. This research is a correlational research with the population is all people who own and use Toyota cars that qualify the requirements of the respondents. The sample in this study were 100 respondents. The results show that (1). Simultaneous distribution variables, after sales service, brand image and brand fanaticism have a significant effect on customer satisfaction and customer loyalty. (2). Partially the Distribution and Brand Image variables have no significant effect on Customer Loyalty, While After Sales Service, Brand Fanaticism and Customer Satisfaction variables have a significant influence on Customer Loyalty Keywords: distribution, after sales service, brand image, brand fanaticism, customer loyalty Abstrak: Penelitian ini bertujuan untuk mengetahui pengaruh variabel Distribusi, Layanan Purna Jual, Citra Merek dan Fanatisme Merek terhadap Loyalitas Pelanggan mobil merek Toyota dengan Kepuasan Pelanggan sebagai variabel Intervening. Penelitian ini merupakan penelitian korelasional dengan populasi adalah seluruh masyarakat yang memiliki dan menggunakan mobil Toyota yang memenuhi syarat sebabagai responden. Sampel dalam penelitian ini adalah 100 responden. Hasil penelitian menunjukkan bahwa (1). Seacara simultan variabel  Distribusi, Layanan Purna Jual, Citra Merek dan Fanatisme Merek berpengaruh signifikan terhadap Kepuasan Pelanggan dan Loyalitas Pelanggan. (2). Secara parsial variabel Distribusi dan Citra Merek tidak berpengaruh signifikan terhadap Loyalitas Pelanggan, Sedangkan variabel Layanan Purna Jual, Fanatisme Merek dan Kepuasan Pelanggan berpengaruh signifikan terhadap Loyalitas Pelanggan Kata kunci : distribusi, layanan purna jual, citra merek, fanatisme merek, loyalitas pelanggan

scholarly journals Customer satisfaction and customer loyalty in Vietnamese mobile telecommunication industry

2020 ◽  
Vol 5 (1) ◽  
Author(s):  
Trinh Kim Hoa ◽  
Luu Thi Bich Ngoc
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Brand Image ◽  
Positive Impact ◽  
Telecommunication Industry ◽  
Mobile Telecommunication ◽  
Price Perception ◽  
The Impact ◽  
Mobile Telecom

This study was aimed at investigating three factors (service quality, brand image and price perception) and assessed the degree of the impact of each factor on customer satisfaction, especially the relationship between customer satisfaction and customer loyalty in Vietnamese mobile telecom sector where there have been the existence of the fierce competition, mature market and internationally integrated economy, ultimately struggling for market share and survival. The results indicated that each factor (service quality, brand image, price perception) has a positive impact on customer satisfaction at the different level as well as a significantly positive relationship between customer satisfaction and customer loyalty in mobile telecommunication industry in Vietnam. The results of this study are consistent with the findings and evidence in the extant literature. The study provides the important feedback from customers to mobile telecom suppliers. Research findings are expected to be marketing insights for Vietnamese mobile telecom managers so that they can develop the sound marketing strategies in today’s competitive and costly market.

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.

ANALISIS PENGARUH CITRA MEREK DAN KEPUASAN PELANGGAN TERHADAP LOYALITAS PELANGGAN SIM CARD TELKOMSEL ( Studi Kasus Pada Mahasiswa Fakultas Ekonomi Universitas Katolik Santo Thomas Sumatera Utara )

2017 ◽  
pp. 51-73
Author(s):  
Ida M Manullang
Keyword(s):  
Data Analysis ◽  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Brand Image ◽  
Positive Influence ◽  
The Other ◽  
Coefficient Of Determination ◽  
Additional Information ◽  
Sim Card ◽  
Image Variables

The purpose of this study to analyze the effect of brand image variables and customer satisfaction on customer loyalty Sim Card Telkomsel partially or simultaneously. Benefits of research, for the Academic. In addition to the literature and reference material for further research and for the Other Party. In addition to science and additional information on how to create customer loyalty. Number of samples of 60 respondents, method of data collection through questioner and documentation, method of data analysis with multiple regression The results of the first regression equation: LP = 3.503 + 0.246CM + 0.337KP This means that brand image and customer satisfaction have a positive influence on customer loyalty. The correlation coefficient (r) = .631. The coefficient of determination (r2) =. 398, meaning the variable of brand image and customer satisfaction able to explain equal to 39,8% while the rest equal to 60,2% explained by other variable outside this model. Based on the F test known the value of F = 15.672 significance 0.000

scholarly journals Determinants Of Hotel Consumer Loyalty In South Sumatra

2021 ◽  
Vol 07 (09) ◽  
Author(s):  
Maftuhah Nurrahmi ◽  
Keyword(s):  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Customer Value ◽  
Brand Image ◽  
Positive Impact ◽  
Hypothesis Test ◽  
Equation Modeling ◽  
Analysis Tool ◽  
Consumer Loyalty ◽  
Positive Impression

Describing consumer assessments of Brand Image, CEM, Satisfaction, Customer Value, and Consumer Loyalty in the 3-star hotel industry in South Sumatra and prove whether the modification of the dimensions of each proposed research model can be proven, as well as to the strong research hypotheses is the aim of the research. Inferential is a design used to explain the relationship between variables and describe variables. Research location in South Sumatra, the object of the research is the consumer of 3-star hotels in South Sumatra. The number of star hotels in South Sumatra is 76 hotels, 15 of which are 3-star hotels. The population in this study were all hotel guests from 15 3 star hotels in South Sumatra, the number of which is infinite, the sample was taken about 225 with purposive sampling technique. The research data used are primary data using a questionnaire, the analysis tool used is descriptive statistics supported by SPSS software and analysis of Structural Equation Modeling (SEM) with Lisrel. Hypothesis test states that: Hotel services do not have additional value, even though they are 3-star services still have to be adequate. The consumer loyalty of 3-star hotels in South Sumatra is not yet high, this is because the brand image has not been able to increase consumer loyalty, even though it has been able to give a positive impression on the Customer Value and has a positive impact on Customer Satisfaction. CEM 3-star hotels in South Sumatra are still implemented simply because implementing CEM is expensive. CEM has not increased Customer Loyalty and has not given a positive impression on Customer Value even though it has had a positive impact on Customer Satisfaction. CEM was developed from transactional marketing so that besides being able to further enhance the impressive customer experience, high customer satisfaction, it is also able to increase customer loyalty and customer value.

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 Influential Factors on Customer Loyalty of La Moosh (Café), Hyderabad, Pakistan: An Empirical Approach

2020 ◽  
pp. 15-25
Author(s):  
Zuhaib Khokhar ◽  
Ramima Khokhar
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Brand Image ◽  
Positive Impact ◽  
Influential Factors ◽  
Independent Variables ◽  
Strongly Agree ◽  
Customer Trust ◽  
Relationship Of

Customers are the kings of any enterprise. They are considered as the backbone behind the triumph of a company. This is the quantitative and correlational research in nature. It aims at identifying the most influential factors or elements that can bring about impacts on customer loyalty. The most influential factors came out to be our service quality, customer satisfaction, customer trust and brand image have an impact on the loyalty of customers. The elements like service quality, customer satisfaction, customer trust and brand image are independent variables, whereas the dependent variable only includes customer loyalty. The targeted population is comprised of all those people and customers who visit La Moosh (Café), Hyderabad, Pakistan. For a collection of data, a closed-ended 5-point likert scale was established (from strongly disagree to strongly agree). A sample of 250 questionnaires was distributed and administered in IBM SPSS version 25. Three major tests are entertained for analysis such as factor analysis, reliability analysis (Cronbach’s Alpha) test and regression analysis test. Findings show that there is a significant and direct relationship of independent variables including service quality, customer satisfaction, customer trust and brand image on the dependent variable i.e. customer loyalty on La Moosh, Hyderabad, Pakistan. Therefore, it was recommended to enhance all the variables (service quality, customer satisfaction, customer trust and brand image) that have a significant positive impact on customer loyalty.

scholarly journals PENGARUH BRAND IMAGE KARTU IM3 INDOSAT TERHADAP KEPUASAN LAYANAN DAN LOYALITAS PELANGGAN (Studi pada PTN dan PTKIN di Kota Malang)

IQTISHODUNA ◽  
2017 ◽  
Vol 12 (1) ◽  
pp. 9-18
Author(s):  
Virgistira Mulya Hutami ◽  
Yayuk Sri Rahayu
Keyword(s):  
Data Collection ◽  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Significant Influence ◽  
Sampling Method ◽  
Brand Image ◽  
Personal Identification ◽  
Quantitative Approach ◽  
Service Satisfaction ◽  
The Status

The study aims to determine the effect of brand image IM3 to loyalty, either directly or indirectlythrough the satisfaction. This research used a quantitative approach and the respondents which the customersof Indosat IM3 on four Universities in Malang . The data collection used accidental sampling method. Pathanalysis was used to test and analyze hypotheses by considering the classical assumption test. The resultsof the study showed that the brand image significantly affect the service satisfaction and customer loyalty.Indicators of Brand image contributed 47.5% to total customer satisfaction. Meanwhile satisfaction accountedfor 30.7% of customer loyalty. Two indicators of brand image consist of guarantees and social identificationhas no significant effect on customer satisfaction. While, two other indicators of brand image consist ofpersonal identification and status has a significant influence on customer satisfaction. From path analysisknown that there is indirectly influence of the status of personal identification to loyalty through customersatisfaction.

scholarly journals PENGARUH KUALITAS PELAYANAN, CITRA MEREK DAN KEPUASAN PELANGGAN TERHADAP LOYALITAS PELANGGAN LOGISTIK PADA PT. TIKI JALUR NUGRAHA EKAKURIR (JNE) DI KOTA GRESIK

MANAJERIAL ◽  
2018 ◽  
Vol 4 (2) ◽  
pp. 41
Author(s):  
RETNO AYU MULFI
Keyword(s):  
Linear Regression ◽  
Customer Satisfaction ◽  
Literature Review ◽  
Service Quality ◽  
Multiple Linear Regression ◽  
Customer Loyalty ◽  
Brand Image ◽  
Sampling Technique ◽  
The City

This study aims to examine the effect of Service Quality, Brand Image and Customer Satisfaction on Logistics Customer Loyalty at PT. Tiki Track Nugraha Ekakurir (JNE) in the City of Gresik. Then a literature review and the preparation of hypotheses were carried out, data were also obtained from questionnaires on 96 Gresik people who had used PT. Tiki Nugraha Ekakurir Line (JNE) using nonprobability sampling technique. Testing is done using multiple linear regression. The results of the analysis show that service quality significantly affects customer loyalty, brand image significantly influences customer loyalty and customer satisfaction significantly influences customer loyalty.

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