scholarly journals The Impact of Brand Trust, Brand Loyalty, Brand Image on Service Quality

2020 ◽  
Author(s):  
Deni Surapto
Keyword(s):  
Service Quality ◽  
Brand Loyalty ◽  
Brand Image ◽  
Brand Trust ◽  
The Impact

scholarly journals Analysis of Brand Communication and Brand Image Impact on Brand Loyalty with Brand Trust as Intervening Variables

2020 ◽  
Vol 9 (4) ◽  
pp. 425-433
Author(s):  
Achmad Junaidi ◽  
Selvia Hendrayati ◽  
Yoga Nindhita ◽  
Oki hardiyanti Rukmana Sari
Keyword(s):  
Brand Loyalty ◽  
Brand Image ◽  
Linear Regression Analysis ◽  
Multiple Linear Regression Analysis ◽  
Primary Data ◽  
Brand Trust ◽  
Z Score ◽  
Brand Communication ◽  
The Impact ◽  
The City

This study aims to determine the impact of brand communication and brand image on brand loyalty both directly and through brand trust. This research was conducted in the city of Semarang, and as a population are consumers of Crocodile Junior products in Paragon Mall Semarang. The sample used amounted to 100. Data collection techniques using accidential sampling. Primary data in this study were obtained from the distribution of closed question questionnaires. Data analysis techniques used multiple linear regression analysis with the application of SPSS 24. The results showed that the brand communication variable significantly influenced the brand image with a significance of 0,000 <0.05. Brand pronunciation has a significant effect on brand trust with a significance of 0,000 <0.05. Brand image has a significant effect on brand trust with a significance of 0,000 <0.05. Brand trust has a significant effect on brand loyalty with a significance of 0,000 <0.05. Based on the sobel test, the brand image variable can be a moderating variable between brand communication and brand trust with z sobel 6.778> z score 1.96. Besides, brand trust can be a moderating variable between brand communication and brand loyalty with z sobel 3,813> z score 1.96. Brand trust can be a moderating variable between brand image and brand loyalty with z sobel 7,365> z score 1.96.

scholarly journals Do Brand Image and Brand Trust Mediate the Effect of Service Quality on Brand Loyalty? Lessons from Higher Education Sector

2021 ◽  
Vol 3 (2) ◽  
pp. 302-315
Author(s):  
Milcha Handayani Tammubua
Keyword(s):  
Higher Education ◽  
Service Quality ◽  
Brand Loyalty ◽  
Structural Equation ◽  
Brand Image ◽  
Partial Least Square ◽  
Education Sector ◽  
Least Square ◽  
Equation Modeling ◽  
Brand Trust

This study analyzes the relationship between service quality on brand image, brand trust, and brand loyalty in the higher education sector. This study used a 4-point Likert scale questionnaire to collect the data from 185 students at the Distance Learning Program Unit Universitas Terbuka Jayapura registered in 2014-2018. It also employed the Structural Equation Modeling Partial Least Square (SEM-PLS) method to analyze the data with the help of SmartPLS 3 software. The results showed that service quality positively and significantly affected the brand image, brand trust, and brand loyalty. Brand trust has a positive and significant effect on brand loyalty, while the brand image has no significant effect on brand loyalty.  

scholarly journals Pengaruh citra merek, kepercayaan merek, dan kualitas layanan pada loyalitas merek pakaian ZARA

2019 ◽  
Vol 6 (2) ◽  
Author(s):  
Vika Mitra Ifana ◽  
Tatik Suryani
Keyword(s):  
Regression Analysis ◽  
Service Quality ◽  
Product Quality ◽  
Multiple Regression Analysis ◽  
Customer Loyalty ◽  
Brand Loyalty ◽  
Brand Image ◽  
Brand Trust ◽  
Market Place ◽  
Promotional Strategy

The clothing industries in Indonesia are becoming more and more competitive. Many brands of clothes avalaible in the market place have a good quality and popularity. ZARA was one of clothes famouse in Indonesian. This Study aims to examine the effect of brand image, brand trust, and service quality on brand loyalty of ZARA clothes. Data coleccted by questionnare and involved 100 consumers in Surabaya. The sample was was selected by judgement sampling. The data were analyzed using MRA (Multiple Regression Analysis).The result shows that brand image has significant effect on brand loyalty, brand trust has signifcant effect on brand loyalty, and service quality has significant effect on brand loyalty. It implies that, it is important to improve brand image, trust and service quality for creating customer loyalty. Promotional strategy by delivering message honesty is important for building image and trust. Service quality can improve the overall service quality. The company should improve the product quality and services by improving attitude, skill and knowledge it’s employees.

scholarly journals Pengaruh Service Quality, Brand Image Terhadap Brand Loyalty Dengan Brand Trust Sebagai Mediasi

2019 ◽  
Vol 3 (3) ◽  
Author(s):  
Sammy Natanael
Keyword(s):  
Service Quality ◽  
Brand Loyalty ◽  
Brand Image ◽  
Positive Influence ◽  
Quality Measure ◽  
Brand Trust ◽  
Indirect Influence ◽  
Variable Data ◽  
Item Scale

The purpose of this paper is to explore the direct and indirect influence of service quality and brand image on consumer’s brand loyalty with brand Trust as the mediation variable. Data were collected from 189 respondents and 187 responses had been used in this paper. “Service quality” measure used nine-item scale, “brand image” measured used six-item scale, “brand Trust” and “brand loyalty” measure used five-item scale. All measurement items were measured on five point Linkert-type scales. The four hypotheses in this paper have been tested. Service quality significantly gives positive influence to brand loyalty through brand Trust although service quality doesn’t significantly give positive influence to brand loyalty directly. Brand image significantly gives positive influences to brand loyalty directly and through the brand Trust. Brand Trust gives positive influences to brand loyalty.

scholarly journals Dual pillars of hotel restaurant food quality satisfaction and brand loyalty

2017 ◽  
Vol 119 (12) ◽  
pp. 2597-2609 ◽  
Author(s):  
Hassan Bihamta ◽  
Sreenivasan Jayashree ◽  
Sajad Rezaei ◽  
Fevzi Okumus ◽  
Roya Rahimi
Keyword(s):  
Service Quality ◽  
Brand Equity ◽  
Food Quality ◽  
Brand Loyalty ◽  
Brand Image ◽  
Brand Awareness ◽  
Physical Quality ◽  
Content Type ◽  
Brand Quality ◽  
The Impact

Purpose The purpose of this paper is to investigate the impact of service quality (physical quality and staff behaviour) and brand equity (brand quality, brand awareness and brand image) on hotel restaurant food quality satisfaction and brand loyalty among international and local travellers in Malaysia. Design/methodology/approach A total of 354 valid questionnaires were collected to assess the measurement and structural model for reflective latent constructs using the two steps of covariance-based structural equation modelling. Findings The research findings suggest that while travellers’ nationality moderates the path between physical quality, staff behaviour and brand image on food quality satisfaction, it does not moderate the relationship between brand quality and brand awareness on food quality satisfaction. This finding further suggests that towards enhancing service quality and brand equity on food quality satisfaction and brand loyalty, managers should understand the important distinctions between international and local travellers. Originality/value Previous studies have mostly examined the impact of brand equity and service quality towards tourist satisfaction and very few studies have examined the impact of restaurant service quality and brand equity on consumer satisfaction and brand loyalty specifically among international and local travellers. This is one of the first few studies providing empirical evidence and discussions in this area.

Brand equity and the role of emergency medical care service quality of private cardiac institutes

2018 ◽  
Vol 12 (1) ◽  
pp. 44-60 ◽  
Author(s):  
Mohsin Altaf ◽  
Nageena Tabassum ◽  
Sany Sanuri Mohd Mokhtar
Keyword(s):  
Service Quality ◽  
Brand Equity ◽  
Brand Loyalty ◽  
Brand Image ◽  
Care Service ◽  
Strong Relationship ◽  
Content Type ◽  
Emergency Medical ◽  
The Impact

Purpose The purpose of this paper is to investigate the impact of health-care quality of emergency medical services on brand equity of cardiac institutes by using industry-specific measure, 5Qs model of health-care service quality (HCSQ). Design/methodology/approach Survey method technique has been used to collect data from the patients availing emergency medical services from 12 cardiac institutes. Effective responses have been received from 393 patients from four localities. Systematic sampling technique has been used to collect data from the respondents. Partial least square structural equation modeling using smartPLS 2.0 has been used to analyze the results. Findings Findings of the study reveal that HCSQ has weak relationship with hospital brand loyalty but strong relationship with brand image and brand awareness. Furthermore, brand awareness and brand image have strong relationship with brand loyalty. Furthermore, brand image and brand loyalty have strong relationship with overall hospital brand equity but found nonsignificant relationship of brad awareness with overall hospital brand equity. Originality/value The principal contribution of the paper is to provide the insight on the impact of emergency HCSQ on brand equity of the private cardiac hospitals. Second, this study is first in branding literature that has used industry-specific scale 5Qs model to measure the service quality of emergency medical care and its impact on private sector cardiac hospital’s brand equity. Previously researchers used generic scales that were insufficient to measure the service quality of specialized industries (Babakus and Mangold, 1992; Carman, 1990; Caro and Garcia, 2007).

THE IMPACT OF SERVICE QUALITY ON BRAND LOYALTY OF DTAC SELULER SERVICE USERS

2017 ◽  
Vol 9 (1) ◽  
Author(s):  
Debby Arisandi
Keyword(s):  
Service Quality ◽  
Customer Service ◽  
Service Provider ◽  
Brand Loyalty ◽  
Service Industry ◽  
Positive Impact ◽  
Relevant Literature ◽  
Field Research ◽  
Main Research ◽  
The Impact

<p>Purpose- In the GSM seluler telephony sector, the main condition for protecting the subscriber base is to win customer to be loyalty, a key necessity for the maintenance of a brand loyalty in the long term. To achieve this aim, service quality must be measured and identified. This paper’s aim is to measure the effects of service quality towards brand loyalty on DTAC seluler service provider. This study will explore the relationship between service quality and brand loyalty in the seluler service industry.</p><p>Design/methodology/approach- The main research target sample covered 200 seluler phone users in Prince of Songka University, Hatyai campus. Field research was conducted. The questionnaire was formed by a synthesis of existing constructs in relevant literature. Reliability tests, descriptive statistic, and regressions analyses were performed to both confirm scale reliability and answer the research questions. The data were analysed by moderated regression analysis to test the hypotheses.</p><p>Findings- The findings of this study show that an overall service quality directly affects brand loyalty. Network quality, customer service, pricing structure and billing system are the service quality dimensions that have significant positive influence on brand loyalty, which in turn has a significant positive impact on brand loyalty 43,5%. Therefore, it plays a crucial role in winning customer loyalty.</p><p>Originality/value- It is of great importance for seluler operators in a mature market such as that of Thailand, to understand what the drivers of brand loyalty are. The present study produced useful findings, which can be utilized by seluler service provider managers, in their effort to develop and implement successful brand loyalty strategies. With respect to the findings, pricing structure has the most importance than others dimensions of service quality which provides positive outcomes on brand loyalty, not only in the present but also in the future. So, the effect of pricing structure on brand loyalty becomes greater than the effect of others dimenstions of service quality. Therefore, any GSM operator who wishes to preserve its existing subscriber base should concentrate on winning its subscribers’ loyalty, especially for DTAC.</p>Keywords- Seluler Services, Brand Loyalty, Service Quality

scholarly journals A study on the effectiveness of sensory branding in Cafe Coffee Day outlets in Coimbatore

2020 ◽  
Vol 2020 ◽  
Author(s):  
R V Rupini ◽  
R Nandagopal
Keyword(s):  
Brand Equity ◽  
Brand Loyalty ◽  
Strong Correlation ◽  
Brand Image ◽  
Sensory Experience ◽  
Brand Trust ◽  
Brand Love ◽  
Empirical Results ◽  
The Relationship

The purpose of the study were: (1) to develop a reliable and valid scale and model for sensory experience, (2) to empirically test the model using Roberts’ (2004) lovemarks theory by examining the effect of the two brand image dimensions on the lovemark experience (brand love and brand respect) and, (3) to examine the relationship among brand loyalty, brand trust and overall brand equity. The empirical results show that the model is found to be fit and the hypotheses are significant and the variables have a strong correlation with one another.

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