PENGENALAN MEREK, PERSEPSI KUALITAS, HARAPAN KONSUMEN DAN INOVASI PRODUK TERHADAP KEPUTUSAN MEMBELI DAN DAMPAKNYA PADA LOYALITAS KONSUMEN (Studi Kasus: Produk Batik Sutra Halus Merek Tamina)

This study aimed to examine the effect of brand awareness, perceived quality, customer expectations and product innovation on buying decisions and on increasing customer loyalty. Structural Equation Modeling (SEM) based on AMOS was employed to test the hypotesis.The results showed that brand awareness has positive and significant impact on purchasing decisions, perceived quality has positive and significant impact on purchasing decisions, consumer expectations have a positive and significant impact on purchasing decisions, product innovation have a significant and positive impact on purchasing decisions and buying decisions have positive and significant customer loyalty.

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Inovasi Produk terhadap Keputusan Pembelian dan dampaknya terhadap loyalitas pelanggan : Studi Pengguna Mobil Toyota Calya di Kota Bogor dan Bekasi

JSHP ( Jurnal Sosial Humaniora dan Pendidikan) ◽

10.32487/jshp.v4i2.843 ◽

2020 ◽

Vol 4 (2) ◽

Author(s):

Anugerah Dachi

Keyword(s):

Structural Equation Modeling ◽

Customer Loyalty ◽

Product Innovation ◽

Structural Equation ◽

Sampling Technique ◽

Research Problem ◽

Equation Modeling ◽

Purchase Decisions ◽

Purchasing Decisions ◽

Made In

Abstract The formulation of the research problem is whether product innovation effects purchase decisions, whether product innovation and purchase decisions affect customer loyalty. This study aims to examine the effect of product innovation on the purchase decision of Toyota Calya, and examines the effect of product innovation and purchasing decisions on customer loyalty. The population is the Toyota Calya’s customers in Bogor and Bekasi. The population is not known with certainty, therefore the sampling technique is done by accidental sampling technique in determining the number of samples. A total of 203 questionnaires were collected. Therefore, the sample in this study was 203 respondents. The data analysis method is Structural Equation Modeling. The results showed a significant influence on product innovation on purchasing decisions. Product innovation and purchasing decision also significantly influence customer loyalty. Purchasing decisions significantly mediate the effect of product innovation on customer loyalty. Innovations must still be made in order to maintain the loyalty of Toyota Calya car users in Bogor and Bekasi. Keywords: Product innovation, purchasing decisions, and loyalty AbstrakRumusan masalah penelitian ini adalah apakah inovasi produk mempengaruhi keputusan pembelian, dan apakah inovasi produk dan keputusan pembelian mempengaruhi loyalitas pelanggan. Penelitian ini bertujuan untuk menguji dan mengetahui pengaruh inovasi produk terhadap keputusan pembelian toyota Calya, dan menguji pengaruh inovasi produk dan keputusan pembelian terhadap loyalitas pelanggan. Populasi penelitian adalah pengguna mobil merek Toyota Calya di Kota Bogor dan Bekasi. Populasi tidak diketahui secara pasti,oleh karena itu teknik pengambilan sampel dilakukan dengan teknik accidental sampling dalam menentukan jumlah sampel. Kuisioner yang berhasil dikumpulkan sebanyak 203 kuisioner. Oleh karena itu, sampel dalam penelitian ini adalah berjumlah sebanyak 203 responden. Metode analisis data yang dipergunakan adalah Structural Equation Modeling. Hasil penelitian menunjukkan adanya pengaruh secara signfikan inovasi produk dengan keputusan pembelian. Variabel Inovasi produk dan keputusan pembelian juga secara signifikan mempengaruhi loyalitas pelanggan. Keputusan pembelian secara signifikan memediasi pengaruh inovasi produk terhadap loyalitas pelanggan. Inovasi harus tetap dilakukan demi untuk mempertahankan loyalitas pengguna mobil Toyota Calya di Kota Bogor dan Bekasi.

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Influence factors of customer-based brand equity: A study on China mobile phone industry

International Journal of Financial Engineering ◽

10.1142/s2424786320500504 ◽

2021 ◽

pp. 2050050

Author(s):

Wenqiu Guo ◽

Liying Zhou

Keyword(s):

Customer Satisfaction ◽

Mobile Phone ◽

Brand Equity ◽

Customer Loyalty ◽

Structural Equation ◽

Perceived Quality ◽

Mediating Effect ◽

Strategic Decision ◽

Brand Awareness ◽

Equation Modeling

Competitions among enterprises are actually competitions among brands, and competitions among brands depend on the level of brand equity. Brand equity is vital for companies to strengthen their competitive position. Most previous studies revealed that two sets of the brand equity measure which was brand satisfaction and brand loyalty grouped into the same loyalty dimension. However, this study separates these two sets of measures into customer satisfaction and customer loyalty and examines the mediating effects of customer loyalty between brand knowledge, customer satisfaction, and customer-based brand equity. This study aims to investigate the effect of brand awareness, brand association, perceived quality, and customer satisfaction on customer-based brand equity in China mobile phone industry, through customer loyalty, which provides the basis for brand strategic decision-making. Based on the data collected through top five and other mobile phone brands in China, the empirical tests used a structural equation modeling via partial least squares approach to prove the hypotheses. The results show that customer loyalty has a significant mediating effect on relationships between brand associations with brand awareness, perceived quality, and customer satisfaction on brand equity.

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The Effect of Brand Awareness and Quality Perception of Customer Satisfaction through Purchasing Decisions Honda and Yamaha Motors (Case study of Maros Muslim University Students)

Business and Economic Research ◽

10.5296/ber.v9i4.15561 ◽

2019 ◽

Vol 9 (4) ◽

pp. 210

Author(s):

Muh. Alam Nasyrah Hanafi ◽

Jeni Kamase ◽

Asdar Djamereng ◽

Serling Serang

Keyword(s):

Customer Satisfaction ◽

Consumer Satisfaction ◽

Structural Equation ◽

Perceived Quality ◽

Brand Awareness ◽

Equation Modeling ◽

Purchasing Decisions ◽

A Value ◽

Perception Of Quality ◽

Consumer's Perception

This research was conducted with the aim to: (1) test and analyze the effect of brand awareness on consumer satisfaction through purchasing decisions; (2) test and analyze the effect of perceived quality on consumer satisfaction through purchasing decisions. The population of this study was all of Management Bachelor degree students of the Faculty of Economics, Maros Muslim University using 239 Honda and Yamaha motorcycles consumer. The number of samples in this study were 150 people using the Slovin formula with a confidence level of 95% with a value of e = 5%, the distribution of samples was based on Honda and Yamaha consumer, namely samples for Honda users were 72 people and Yamaha users were 78 people using the Stratified Random formula Sampling, the survey was conducted from November to April 2019. Data were analyzed using the Structural Equation Modeling (SEM) program. The results of this study indicate that: (1) brand awareness cannot directly affect customer satisfaction. This is because respondents stated that brand awareness does not guarantee consumers will be satisfied only by knowing and remembering Honda and Yamaha motorcycle brands. (2) Perceived quality has a significant effect on purchasing decisions. This shows that the higher the consumer's perception of product quality, the higher the consumer's purchasing decisions, and vice versa. Therefore, respondents stated that the perception of quality really guarantees consumers will be satisfied just by seeing and remembering the model of the motor

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Can Corporate Fairness towards Public Authorities Enhance Customer Loyalty? A Multi-Sectorial Investigation in a Developing Country

Sustainability ◽

10.3390/su12010187 ◽

2019 ◽

Vol 12 (1) ◽

pp. 187 ◽

Cited By ~ 1

Author(s):

Ovidiu I. Moisescu ◽

Oana A. Gică ◽

Victor O. Müller ◽

Camelia Ancuța Müller

Keyword(s):

Developing Country ◽

Customer Loyalty ◽

Structural Equation ◽

Positive Impact ◽

Retail Banking ◽

Equation Modeling ◽

Public Authorities ◽

Banking Services ◽

Mediating Role ◽

Company Identification

This paper investigates how customer loyalty can be enhanced by improving customers’ perceptions of corporate fairness towards public authorities, taking into account the mediating role of customer-company identification, in a multi-sectorial context, in a developing country in Central and Eastern Europe. The investigation is conducted comparatively within four main industries (telecom services, retail banking services, dairy products and personal care products) and depicts the particular impact these perceptions have on customer loyalty in each domain, with practical implications concerning corporate social responsibility (CSR) communications. A consumer survey was designed and implemented among a sample of 1464 customers from Romania. The collected data was analyzed by means of partial least squares structural equation modeling (PLS-SEM). We found that customers’ perception of corporate fairness towards public authorities has a significant and positive impact on customer loyalty in all investigated industries, both directly and indirectly via customer-company identification, with a higher impact for services, especially for retail banking services.

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Does employee willingness to take risks affect customer loyalty? A moderated mediation examination of innovative behaviors and decentralization

International Journal of Contemporary Hospitality Management ◽

10.1108/ijchm-08-2020-0802 ◽

2021 ◽

Vol ahead-of-print (ahead-of-print) ◽

Author(s):

Mohd Ahmad Al-Hawari ◽

Shaker Bani-Melhem ◽

Faridahwati Mohd. Shamsudin

Keyword(s):

Personality Traits ◽

Customer Loyalty ◽

Structural Equation ◽

Positive Impact ◽

Equation Modeling ◽

Frontline Employees ◽

Content Type ◽

Mediating Role ◽

Hotel Managers ◽

Innovative Behaviors

Purpose This study aims to build on the trait activation and interactionist perspective theories to investigate the effect of frontline employees’ (FLEs) willingness to take risks on hotel guest loyalty by assessing the mediating role of their innovative behaviors. It also examines whether decentralization strengthens the positive impact of willingness to take risks on innovative behavior and, subsequently, customer loyalty. Design/methodology/approach The authors collected multilevel data from various sources – hotel FLEs (n = 183), hotel operation managers (n = 46) and hotel guests/customers (n = 266) – from five-star hotels operating in Dubai. Structural equation modeling and PROCESS macro (version 3.5) were used to analyze the data. Findings The findings showed that willingness to take risks indirectly (via innovative behaviors) affects guest/customer loyalty positively. This effect is strengthened when the hotel is decentralized. Practical implications This study provides insight into how hotel managers can foster customer loyalty. More specifically, they can do so by establishing employees’ innovative behaviors triggered by employees’ positive personality traits and by giving employees more autonomy. Originality/value The present study addresses recent calls to investigate the positive impact of FLEs’ personality traits, attitudes and behaviors on customer loyalty.

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Building trust by signaling trustworthiness in service retail

Journal of Services Marketing ◽

10.1108/jsm-01-2013-0005 ◽

2014 ◽

Vol 28 (5) ◽

pp. 361-373 ◽

Cited By ~ 27

Author(s):

Husni Kharouf ◽

Donald J. Lund ◽

Harjit Sekhon

Keyword(s):

Customer Loyalty ◽

Structural Equation ◽

Positive Impact ◽

Past Research ◽

Customer Relationships ◽

Mediating Effect ◽

Equation Modeling ◽

Content Type ◽

Survey Responses ◽

Customer Trust

Purpose – The purpose of this paper is to investigate the role of retailer trustworthiness in driving customer trust and the subsequent impact on loyalty. The authors position trustworthiness as a mediator in the link between retail strategies and the development of trust. They model customer loyalty to the service retailer as a function of the trust created through trustworthy perceptions. Design/methodology/approach – The authors validate their model using 420 survey responses from customers in a service retail setting. Nine research hypotheses were tested using structural equation modeling. Alternate models are estimated, and the results provide support for the theory-based trustworthiness mediation model. Findings – Trustworthy behaviors first build trustworthiness, which then translates into customer trust and ultimately has a positive impact on both behavioral and attitudinal loyalty. Research limitations/implications – The research highlights the importance for retailers to signal their trustworthiness to build customer trust and loyalty. Researchers should measure trustworthiness perceptions when examining customer relationships and managers should plan strategically to develop both trust and trustworthiness with their customers. Originality/value – This study is one of the first to investigate the mediating effect of trustworthiness on customer loyalty in service settings. While past research has investigated dimensions of trustworthy behaviors, none has included a measure of trustworthiness perceptions and consumer trust in the same theoretical model. The results of the research provide important insights for both researchers and managers.

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The Influence of Brand Equity Elements on Purchase Decision and Its Imlication on Customer Loyalty

10.31227/osf.io/vztdh ◽

2019 ◽

Author(s):

Lingga Binangkitsari ◽

Sulistiono

Keyword(s):

Brand Equity ◽

Customer Loyalty ◽

Significant Influence ◽

Brand Loyalty ◽

Perceived Quality ◽

Brand Awareness ◽

Equation Modeling ◽

Purchase Decision ◽

P Value ◽

Brand Association

This research aims to determine how the influence of brand equity elements (brandawareness, brand association, perceived quality, and brand loyalty) to purchase decision andtheir impact on consumer loyalty PT. Garuda Indonesia in Bogor City. This research usedexogenous variables (brand awareness, brand association, perceived quality and brandloyalty) and endogenous variables (purchase decision and costumer loyalty). The samplemethod that used in this research was Roscoe. With 100 respondents selected are people whohave been used the inflight services of Garuda Indonesia. This research data is processedusing AMOS 22 for structural equation modeling analysis.The results of this research showsthat brand awareness has a positive and significant influence to purchase decision, brandassociation has a positive and significant impact to purchase decision, perceived quality hasa positive and significant influence to purchasie decision, brand loyalty has a positive andsignificant influence to purchase decision, and purchase decision has a positive andsignificant impact on customer loyalty. Because all variables show the result of t-count orCritical Ratio (C.R.) ≥ 1.96 or p value ≤ 0.05 which means the hypothesis is accepted.Keyword: Brand Awareness, Brand Association, Perceived Quality, Brand Loyalty,Purchase Decision, Customer Loyalty

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THE EFFECT ANALYSIS OF MARKETING MIX ON PURCHASE DECISIONS AND CUSTOMER LOYALTY USING STRUCTURAL EQUATION MODELING METHOD

Tibuana ◽

10.36456/tibuana.3.02.2560.23-28 ◽

2020 ◽

Vol 3 (02) ◽

pp. 23-28

Author(s):

Suparto Suparto

Keyword(s):

Customer Loyalty ◽

Structural Equation ◽

Business Owners ◽

Marketing Mix ◽

Marketing Strategies ◽

Equation Modeling ◽

Purchase Decisions ◽

Purchasing Decisions ◽

Effect Analysis ◽

The Right

Distros have been known by the general publicespecially millennial who are fond of the brandor brand image of a product. The number ofvery tight competition makes Lollypop ShopSurabaya as one of the distributions that are inneed of designing the right marketing strategy.The purpose of this study was to determine theeffect of 4P marketing mix variables consistingof products, price, place and promotion ofpurchasing decisions and customer loyalty asa consideration of business owners indetermining marketing strategies. Dataanalysis was performed using the StructuralEquation Modeling (SEM) method whichinvolved 120 respondents obtained from thepurposive sampling method. The results of theanalysis show that product and promotionvariables have a positive and significant effecton purchasing decisions. Price and placevariables have a positive but not significanteffect on product purchasing decisions.Product variable is the variable that mostinfluences the purchasing decision of LollypopShop Surabaya products with product variantsas the indicators most desired by consumers.

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KETERKAITAN ANTARA PERCEIVED QUALITY,KESADARAN MEREK, KESETIAAN MEREK DAN CITRA MEREK

Jurnal Manajemen dan Pemasaran Jasa ◽

10.25105/jmpj.v4i1.486 ◽

2011 ◽

Vol 4 (1) ◽

pp. 51

Author(s):

Dedi Hidayah

Keyword(s):

Brand Equity ◽

Brand Loyalty ◽

Structural Equation ◽

Brand Image ◽

Perceived Quality ◽

Brand Awareness ◽

Primary Data ◽

Equation Modeling ◽

Store Brand ◽

Retail Market

As the retail market is still emerging on the last decade, naturally, the competition among players becoming more challenging. Empowering all the resource of the organization as added values would be the strategy to win the targeted market. Brand equity is one of valuable assets of the company since its ability to gain market share against these rivals, and the ability to keep customers by building brand loyalty which can in turn reduce marketing costs. The purpose of doing this study is to explore the interrelation of four brand equity components; brand awareness, brand loyalty, perceived quality and brand image in modern store industry, and improve the conceptualization of customer-based modern store brand equity. The research design used in this study is the hypotheses testing. The type of relationship between the variables in this study is the co relational research, because the researchers are interested in explaining the important variables related with the problems. The hypothesis testing was done by using Structural Equation Modeling (SEM) with the support of Amos version 7.0. This study is using primary data. The data was collected by questionnaire technique, by giving the written statements to the respondents. And then, the respondents gave their feedback about the statements given. The answers have been available. Keywords: Brand awareness, brand loyalty, perceived quality and brand image

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Pengaruh Perceived Quality Terhadap Customer Loyalty dengan Perceived Risk dan Customer Trust Sebagai Variabel Mediasi pada PT. XYZ

Jurnal Manajemen Bisnis dan Kewirausahaan ◽

10.24912/jmbk.v4i3.7912 ◽

2020 ◽

Vol 4 (3) ◽

pp. 29

Author(s):

Edrick Heriyanto ◽

Eko Harry Susanto

Keyword(s):

Structural Equation Modeling ◽

Customer Loyalty ◽

Indirect Effect ◽

Perceived Risk ◽

Structural Equation ◽

Sampling Method ◽

Perceived Quality ◽

Equation Modeling ◽

Independent Variable ◽

Customer Trust

The purpose of this study is to examine the influence of perceived quality toward customer loyalty which is mediated by perceived risk and customer trust for PT. XYZ that engaged in chemistry. There are four variables perceived quality as the independent variable, customer loyalty as the dependent variable, and perceived risk and customer trust as mediating variable. The sample was determined by purposive sampling method, the questionnaire was well-collected and was used in data processing using the Structural Equation Modeling (SEM) method with Smart PLS 3.0 program. This analysis was conducted on 115 respondents as customer of PT. XYZ. Based on the result of the study, it was found that perceived quality, perceived risk, and customer trust have influence towards customer loyalty, perceived quality have influence towards perceived risk and customer trust, perceived quality had an indirect effect on customer loyalty via perceived risk and customer trust.

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