scholarly journals Pengaruh Rebranding dan Kualitas Layanan terhadap Brand Image GOJEK

Prologia ◽  
2020 ◽  
Vol 4 (2) ◽  
pp. 221
Author(s):  
Viola Natalia ◽  
Rezi Erdiansyah
Keyword(s):  
Structural Equation Modeling ◽  
Service Quality ◽  
Structural Equation ◽  
Brand Image ◽  
Primary Data ◽  
Equation Modeling ◽  
Independent Variables ◽  
Research Show

The aim of this research is to measure the effect of rebranding and service quality on GOJEK brand image in Jakarta. The primary data was collected through questionnaires to 155 respondents who ever used GOJEK services in Jakarta. The data was analysed using Structural Equation Modeling (SEM) with the LISREL 8.70 application. This research consisted of 31 statements. Based on the results of this research that rebranding and service quality positively and significantly affect the brand image of GOJEK. From the two of independent variables in this research show that service quality had the most influential on GOJEK brand image compared to rebranding.Penelitian ini bertujuan untuk mengukur pengaruh rebranding dan kualitas layanan terhadap Brand Image GOJEK di Jakarta. Data primer dikumpulkan melalui penyebaran kuesioner kepada 155 responden yang pernah menggunakan jasa layanan GOJEK di Jakarta. Analisis data menggunakan Structural Equation Modeling (SEM) dengan aplikasi LISREL 8.70. Penelitian ini terdiri dari 31 butir pernyataan. Hasil penelitian menghasilkan, bahwa terdapat pengaruh positif dan signifikan rebranding dan kualitas layanan terhadap brand image GOJEK. Dari kedua variabel independen yang digunakan dalam penelitian ini, dihasilkan bahwa kualitas layanan memberikan pengaruh lebih besar dibandingkan rebranding terhadap brand image GOJEK.

scholarly journals PENGARUH KUALITAS PELAYANAN TERHADAPKEPUASAN KONSUMEN DAN DAMPAKNYA TERHADAP BRAND IMAGE

2021 ◽  
Vol 11 (2) ◽  
pp. 392-408
Author(s):  
Ilza Febrina ◽  
Lisa Nurlitasari ◽  
Lela Nurlaela Wati
Keyword(s):  
Structural Equation Modeling ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Empirical Evidence ◽  
Structural Equation ◽  
Brand Image ◽  
Second Order ◽  
Equation Modeling ◽  
Study Support ◽  
Determining Factor

ABSTRAKPenelitian ini bertujuan untuk menguji pengaruh kualitas pelayanan terhadap kepuasan konsumen dan dampaknya terhadap brand image pada PT Bank Mayapada Internasional, Tbk Cabang Menara Topas Jakarta Pusat. Sampel dalam penelitian ini sebanyak 105 nasabah. Analisis data yang digunakan adalah Structural Equation Modeling (SEM). Hasil penelitian secara empiris menunjukkan bahwa kualitas pelayanan berpengaruh positif dan signifikan terhadap kepuasan nasabah, sehingga ketika kualitas pelayanan meningkat maka kepuasan nasabah pun akan meningkat. Kepuasan nasabah berpengaruh positif dan signifikan terhadap brand image, sehingga ketika kepuasan nasabah meningkat maka brand image yang ditampilkan perusahaan pun akan meningkat. Kualitas pelayanan berpengaruh negatif dan tidak signifikan terhadap brand image, artinya kualitas pelayanan bukan merupakan factor penentu brand image. Pengujian tidak langsung kualitas pelayanan terhadap brand image melalui kepuasan nasabah berpengaruh positif dan signifikan. Bukti empiris ini menunjukkan bahwa kualitas pelayanan tidak dapat mempengaruhi brand image secara langsung, namun melalui kepuasan nasabah. Hasil penelitian ini mendukung teori Service Quality, semakin baik kualitas pelayanan maka nasabah akan semakin puas sehingga menimbulkan kesan yang baik terhadap perusahaan. Penelitian ini berbeda dengan peneliti sebelumnya karena menguji pengaruh langsung dan tidak langsung secara komprehensif dengan menggunakan second order confirmatory.  Kata Kunci: Kualitas pelayanan, kepuasan konsumen dan  brand image           ABSTRACTThis study aims to analyze the empirical evidence of the influence of service quality on customer satisfaction and its impact on brand image at PT Bank Mayapada Internasional, Tbk Menara Topas Central Jakarta Branch. The sample in this study were 105 customers. Analysis of the data used is Structural Equation Modeling (SEM). Empirical research results show that service quality has a positive and significant effect on customer satisfaction, so that when service quality increases, customer satisfaction will increase. Customer satisfaction has a positive and significant effect on brand image, so that when customer satisfaction increases, the brand image displayed by the company will increase. Service quality has a negative and not significant effect on brand image, meaning that service quality is not a determining factor for brand image. Indirect testing of service quality on brand image through customer satisfaction has a positive and significant effect. This empirical evidence shows that service quality cannot affect brand image directly, but through customer satisfaction. The results of this study support the Service Quality theory, the better the service quality, the more satisfied customers will be, thus creating a good impression on the company. This study is different from previous researchers because it examines the direct and indirect effects comprehensively by using second order confirmatory.so that when service quality increases, customer satisfaction will increase and will improve the brand image displayed by the company.Keywords: Service quality, customer satisfaction and brand image

The THE RELATIONSHIP BETWEEN ISLAMIC ATTRIBUTES DESTINATION AND SERVICE QUALITY ON DESTINATION LOYALTY WITH TOURIST SAISFACTION AS MEDIATING VARIABLE

2018 ◽  
Vol 1 (1) ◽  
pp. 5-9
Author(s):  
Reni Yuliviona ◽  
Mokhtar Abdullah ◽  
Zuraini Alias ◽  
Sefnedi Sefnedi
Keyword(s):  
Structural Equation Modeling ◽  
Service Quality ◽  
Significant Influence ◽  
Structural Equation ◽  
Research Study ◽  
Primary Data ◽  
Equation Modeling ◽  
Destination Loyalty ◽  
Tourist Satisfaction ◽  
The Relationship

This research study intends to investigate the tourist satisfaction as a mediating variable in the relationship between the Islamic attributes, service quality and destination loyalty among Malaysian Muslim tourists in the Padang city. A self survey was implemented as the means to attain the primary data among the 160 Malaysian Muslim tourists visiting the Padang city . The sample of 119 usable responses were collected from the 160. To analyze the model, Partial Least Squares structural equation modeling was utilized. The statistical outcomes established the positive and significant influence of the service quality, the Islamic attributes and the tourist satisfaction on destination loyalty. The results also established that tourist satisfaction were positively and significantly influenced by the service quality and the Islamic attributes. Along with it, tourist satisfaction mediated significantly in the relationship between the Islamic attribute, the service quality and the destination loyalty among the Malaysian Muslim tourists visiting in Padang city.

scholarly journals THE RELATIONSHIP BETWEEN ISLAMIC ATTRIBUTES DESTINATION AND SERVICE QUALITY ON DESTINATION LOYALTY WITH TOURIST SAISFACTION AS MEDIATING VARIABLE

2019 ◽  
Vol 1 (3) ◽  
pp. 51-55
Author(s):  
Reni Yuliviona
Keyword(s):  
Structural Equation Modeling ◽  
Service Quality ◽  
Significant Influence ◽  
Structural Equation ◽  
Research Study ◽  
Primary Data ◽  
Equation Modeling ◽  
Destination Loyalty ◽  
Tourist Satisfaction ◽  
The Relationship

This research study intends to investigate the tourist satisfaction as a mediating variable in the relationship between the Islamic attributes, service quality and destination loyalty among Malaysian Muslim tourists in the Padang city. A self survey was implemented as the means to attain the primary data among the 160 Malaysian Muslim tourists visiting the Padang city . The sample of 119 usable responses were collected from the 160. To analyze the model, Partial Least Squares structural equation modeling was utilized. The statistical outcomes established the positive and significant influence of the service quality, the Islamic attributes and the tourist satisfaction on destination loyalty. The results also established that tourist satisfaction were positively and significantly influenced by the service quality and the Islamic attributes. Along with it, tourist satisfaction mediated significantly in the relationship between the Islamic attribute, the service quality and the destination loyalty among the Malaysian Muslim tourists visiting in Padang city.

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 THE EFFECT OF PRICE PERCEPTION AND SERVICE QUALITY ON BRAND IMAGE FOR IMPROVING INTEREST IN USING GO-JEK (Study On GO-JEK In Semarang City)

2019 ◽  
Vol 17 (1) ◽  
pp. 53
Author(s):  
Septy Setia Nugraha
Keyword(s):  
Structural Equation Modeling ◽  
Service Quality ◽  
Structural Equation ◽  
Brand Image ◽  
Equation Modeling ◽  
Payment Systems ◽  
Price Perception ◽  
Competitive Prices ◽  
Positive Effect

This research is conducted to test how big influence of price perception and service quality to brand image in increasing interest to use go-jek.  Samples were taken from the company's services go-jek number of 110 respondents, Structural Equation Modeling (SEM) was run by AMOS software, was used to analyze the data obtained, the analysis shows that the perception of price and service quality has a positive effect on the image of the brand in increasing interest in using. The most dominant variable in influencing interest in using with the mediation of brand image is the perception of price and service quality. The suggested implications are that the mock companies are able to create a brand image through competitive prices, easy payment systems and improved service quality

Study of the Antecedents of Smartphone Purchase decision

2021 ◽  
Vol 5 (1) ◽  
pp. 39-59
Author(s):  
Bharat Rai
Keyword(s):  
Social Factors ◽  
Structural Equation ◽  
Brand Image ◽  
Sampling Technique ◽  
Primary Data ◽  
Equation Modeling ◽  
Purchase Decision ◽  
Product Price ◽  
Independent Variables ◽  
Product Features

The main objective of this research paper is to identify the factors affecting consumer behaviorthat influence purchasing decisions on Smartphone users in Nepal. The study examines how the brand image, product features, product price, and social factors influence the purchase decision in the buying of the Smartphone in the Nepalese market. The study focuses on how the consumer preferred to select the Smartphone and which factor has the more influencing role for a purchase decision.  Primary data has been used in the research. The data was collected through a structured questionnaire using a convenient sampling technique from 202 customers buying smartphones in Kathmandu.  Descriptive statistical analysis, correlation, and Structural Equation Modeling have been used to diagnose and to draw valid conclusions. Brand image, product features, product price, and social factors are taken as independent variables to explore the relationship with purchase decision and impact on the purchase decision. The correlation result showed that all independent variables have a significant relationship with purchase decisions. The Path analysis through SEM result showed that there is a significant impact of brand image, product price, and social factors on the consumer purchase decision. But, the product features have a negative significant impact on purchase decision in the buying of Smartphone in the Nepalese market. 

scholarly journals MINAT BELI KONSUMEN MELALUI APLIKASI TIX ID YANG DIPENGARUHI OLEH SOCIAL MEDIA MARKETING, BRAND IMAGE, DAN E-SERVICE QUALITY

2020 ◽  
Vol 10 (2) ◽  
pp. 119-126
Author(s):  
Devia Setiawati ◽  
Putu Nina Madiawati
Keyword(s):  
Social Media ◽  
Structural Equation Modeling ◽  
Service Quality ◽  
Structural Equation ◽  
Brand Image ◽  
Social Media Marketing ◽  
Equation Modeling

Teknologi informasi di Indonesia terus meningkat, hal tersebut seiring dengan meningkatnya industri film di Indonesia juga semakin pesat. Salah satunya muncul aplikasi layanan pembelian tiket bioskop secara online yaitu Tix Id. Penelitian ini bertujuan untuk mengetahui dan mencari tahu bagaimana social media marketing dari Tix Id, bagaimana brand image Tix Id dari pandangan konsumen, bagaimana e-service quality dari aplikasi Tix Id, bagaimana minat beli konsumen pada aplikasi Tix Id, dan bagaimana pengaruh secara parsial dari social media marketing, brand image, dan e-service quality terhadap minat beli konsumen pada aplikasi Tix Id di Kota Bandung. Penelitian ini menggunakan metode analisis data yaitu Structural Equation Modeling (SEM) dengan menggunakan aplikasi olah data SmartPLS. Pada hasil analisis deskriptif berdasarkan tanggapan responden pada variabel social media marketing, variabel brand image, variabel e-service quality, dan variabel minat beli termasuk dalam kategori baik. Sedangkan pada hasil uji hipotesis yang dilakukan berdasarkan nilai t-statistic dari hasil pengolahan data menunjukkan bahwa seluruh hipotesis diterima, yang berarti social media marketing berpengaruh secara signifikan terhadap minat beli konsumen pada aplikasi Tix Id, brand image memiliki pengaruh signifikan terhadap minat beli konsumen pada aplikasi Tix Id, dan e-service quality memiliki pengaruh yang signifikan terhadap minat beli konsumen pada aplikasi Tix Id.   Kata Kunci: social media marketing, brand image, e-service quality, dan minat beli.

ANALISIS FAKTOR FAKTOR YANG MEMPENGARUHI KEPUASAN DAN LOYALITAS KONSUMEN PENGGUNA FLEXI TRENDY WILAYAH SURABAYA DENGAN MENGGUNAKAN METODE STRUCTURAL EQUATION MODELING

2011 ◽  
Vol 3 (01) ◽  
Author(s):  
Rinda Naomi Kosasih
Keyword(s):  
Structural Equation Modeling ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Service ◽  
Structural Equation ◽  
Word Of Mouth ◽  
Brand Image ◽  
Perceived Value ◽  
Equation Modeling ◽  
Quality Product

Kepuasan dan loyalitas pelanggan merupakan salah satu hal yang harus diperhatikan oleh perusahaan agar perusahaannya dapat berlangsung dengan baik. Pada kasus pengguna flexi trendy wilayah Surabaya menunjukkan bahwa Customer Complain dan Perceived Value dikeluarkan dari model karena tidak mempunyai pengaruh baik secara langsung maupun secara tidak langsung, terhadap Loyalitas pengguna CDMA pra bayar Flexi Trendy. Pada modifikasi pertama, adanya pemberian konstrain pada variabel Quality Product dan Customer Satisfaction untuk menaikan nilai membuat nilai indeks koefisien regresi variabel Quality Product menjadi tidak signifikan, sehingga dibuat model modifikasi kedua dengan menghilangkan variabel Quality Product dan hasil yang diperoleh lebih baik dari model modifikasi pertama. Dari hasil analisis juga didapatkan bahwa loyalitas Customer tidak hanya dipengaruhi oleh kepuasan Customer atau Customer Satisfaction sebesar 45%, namun Image merek perusahaan turut mempengaruhi langsung secara signifikan sebesar 36%. sedangkan Customer Satisfaction atau kepuasan Customer dipengaruhi secara langsung oleh dua faktor yaitu image perusahaan atau Brand Image sebesar 22%, dan kualitas Customer Service atau Customer Service Quality sebesar 61%. Analisis juga memperlihatkan bahwa Customer yang hanya sampai pada level puas menggunakan Flexi Trendy, Brand perusahaan hanya berpengaruh kecil pada mindset Customer yaitu hanya sbesar 22%, sedangkan jika Customer sudah loyal maka Brand perusahaan lebih banyak mempengaruhi sebanyak 36%, sehingga pihak TELKOM Flexi lebih baik memusatkan kegiatan pemasaran dan periklanan pada customer yang terkategori loyal, karena selain biaya yang lebih murah juga pemasaran melalui word-of-mouth menjadi lebih efisien.

scholarly journals Factors Influencing Customer’s Repurchase Intention of Go-Jek in Semarang, Indonesia

2019 ◽  
Vol 2 (4) ◽  
pp. 458-472
Author(s):  
Mudiantono Mudiantono ◽  
Debrina Andhike
Keyword(s):  
Structural Equation Modeling ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Structural Equation ◽  
Brand Image ◽  
Equation Modeling ◽  
Repurchase Intention ◽  
Price Perception ◽  
Factors Influencing ◽  
Customer Dissatisfaction

The emergence of GO-JEK is the beginning of many similar businesses. People are smart enough to compare the benefits that each company offers. Customer dissatisfaction is one of the reasons why people stop using a company’s service. Thus, the company needs to be able to implement strategies in order to keep or increase customer interest in using services offered by GO-JEK. This study aims to analyze how to increase the customers’ intention to repurchase GO-JEK’s services. The method used in collecting data is purposive sampling. This study has 180 samples that were collected through questionnaires. Questionnaires were distributed to the respondents who have ever tried using GO-JEK’s services more than twice in Semarang, Indonesia. The data collected were processed using Structural Equation Modeling (SEM) through AMOS ver. 22.0 to test ten hypothesis. The results show that service quality has a positive and significant effect on brand image, trust, customer satisfaction, and repurchase intention. Price perception also has positive and significant effect on customer satisfaction and repurchase intention. Repurchase intention has also been positively and significantly affected by trust and customer satisfaction. While brand image has a positive but not significant effect on repurchase intention. The results also show that service quality through customer satisfaction has the most significant impact on repurchase intention. Thus, in order to increase repurchase intention, GO-JEK needs to increase service quality and customer satisfaction. Keywords: Service Quality, Price Perception, Repurchase Intention.

scholarly journals ANTESEN CUSTOMER LOYALTY PADA BUDGET HOTEL

2016 ◽  
Vol 8 (2) ◽  
pp. 55
Author(s):  
Latifa Rahma
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Sampling Method ◽  
Brand Image ◽  
Positive Influence ◽  
Primary Data ◽  
Equation Modeling ◽  
Proposed Model

<p>This research discusses the effects of Service Quality on Customer Satisfaction, Customer Loyalty, and Brand Image Budget hotel (Five Budget Hotel Managed by local chain hotel). The purpose of this study were 1) to analyze the effects of Service Quality on Customer Satisfaction, 2) to analyze the effects of Service Quality on Customer Loyalty, 3) to analyze the effect of Customer Satisfaction to Customer Loyalty, 4) to analyze the effects of Service Quality on the Brand Image, 5 ) to analyze the influence of the Customer Satisfaction Brand Image, 6) to analyze the effect of Customer Loyalty to Brand Image. The design of this research using primary data obtained by distributing questionnaires to 250 respondents eligible stayed at the Budget Hotel at least 1 time in last 12 months. Respondents were selected using purposive sampling method and the data were analyzed using AMOS version 22.0 and SPSS version 22.0. The proposed model was tested using Structural Equation Modeling (SEM) and analyzed using AMOS. This study shows that 1) Service Quality found to have an influence on Customer Satisfaction, 2) Service Quality found to have an influence on Customer Loyalty, 3) Customer Satisfaction is found to have an influence on Customer Loyalty, 4) Service Quality found to have an influence on brand image, 5) Customer Satisfaction is found to have an influence on Brand Image, 6) Customer Loyalty found to have an influence on the Brand Image. The results of this study concluded that there is a positive influence of the Service Quality on Brand Image through the Customer Satisfaction and Customer Loyalty. Future researches are recommended to increase the factor of First Impression, Favorable Location, Hotel Core Product and Hotel Deals. Not only on the Budget Hotel research, but also be able to develop this research in the other service company such as travel, restaurant and hospital.</p>

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