scholarly journals The Effect of Service Quality and Brand Image in the Air Cargo Industry on Customer Satisfaction and Loyalty of PT Garuda Indonesia (Persero) Tbk

2021 ◽  
Author(s):  
Terang Maharani ◽  
Sari Wahyuni
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Brand Image ◽  
Air Cargo ◽  
Customer Satisfaction And Loyalty

scholarly journals PENGARUH SERVICE QUALITY, BRAND IMAGE, BRAND EQUITY DAN CORPORATE REBRANDING TERHADAP KEPUASAN DAN LOYALITAS PELANGGAN PADA TRANSMART INDONESIA

BISMA ◽  
2020 ◽  
Vol 14 (3) ◽  
pp. 191
Author(s):  
Raden Andi Sularso
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Brand Equity ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Brand Image ◽  
Sampling Technique ◽  
Equation Modeling ◽  
Corporate Rebranding ◽  
Customer Satisfaction And Loyalty

This study analyzes the effect of service quality, brand image, brand equity, and corporate rebranding on customer satisfaction and loyalty of Transmart. The sample consisted of 200 respondents taken using the random sampling technique. Data were analyzed using Structural Equation Modeling. The results prove that service quality, brand image, and brand equity affect customer satisfaction and loyalty of Transmart. Corporate rebranding has a direct effect on customer satisfaction but does not affect the customer loyalty of Transmart. Keywords: brand equity, brand image, corporate rebranding, service quality

scholarly journals Impact of Service Quality of Low-Cost Carriers on Airline Image and Consumers’ Satisfaction and Loyalty during the COVID-19 Outbreak

2021 ◽  
Vol 19 (1) ◽  
pp. 83
Author(s):  
Thowayeb H. Hassan ◽  
Amany E. Salem
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Brand Image ◽  
Low Cost ◽  
Strategic Plans ◽  
Low Cost Carriers ◽  
Levels Of Service ◽  
The Impact ◽  
Customer Satisfaction And Loyalty

Low-cost carriers (LCCs) in Saudi Arabia operate in a competitive, highly demanding environment. Customer-related attributes may be influenced by the levels of service quality in a no-frills airline, which might impact satisfaction and loyalty. Given the unique traveler and market characteristics of the aviation sector in the kingdom, we sought to investigate the impact of service quality of LCCs on customer satisfaction and loyalty and the perceived airline image. A total of 299 passengers at two international airports were approached using a modified SERVQUAL scale. Results revealed that service quality was a significant predictor of customer satisfaction (β = 0.46, p < 0.0001), airline image (β = 0.55, p < 0.0001), and customer loyalty (β = 0.16, p = 0.006). The responsiveness dimension was the most important dimension of service quality, since it predicted all other constructs (satisfaction, loyalty, and brand image). Airline tangibles and reliability were independently associated with brand image and loyalty, respectively. Based on these results, LCCs should tailor future strategic plans that rely heavily on improving different service quality measures, particularly the responsiveness domain.

scholarly journals The influence of e-service quality, trust, brand image on Shopee customer satisfaction and loyalty

2021 ◽  
Vol 25 (2) ◽  
pp. 119-130
Author(s):  
Dola Fitritha Raras Handayani ◽  
Retno Widowati PA ◽  
Nuryakin Nuryakin
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Significant Influence ◽  
Goodness Of Fit ◽  
Brand Image ◽  
Direct Influence ◽  
The Relationship ◽  
Customer Satisfaction And Loyalty ◽  
Special Region

Purpose: This research's main objective is to determine the relationship among e-service quality, trust, and brand image to customer loyalty. Customer satisfaction was a mediator which focused on Shopee customers in Yogyakarta. Design/methodology/approach: The research respondents consisted of 245 customers. The reliability and validity tests were conducted. The collected data were analyzed using the SEM AMOS method. Findings: The research results showed that: 1) e-service quality had a positive and significant influence on customer loyalty; 2) trust had a positive and significant influence on customer loyalty; 3) brand image had a positive and significant influence on customer satisfaction; 4) e-service quality had a positive and significant influence on customer loyalty; 5) customer trust had a positive and significant influence on customer loyalty; 6) brand image had a positive and significant influence on customer loyalty; 7) customer satisfaction had a positive and significant influence on customer loyalty; 8) e-service quality had a direct influence on customer loyalty without customer satisfaction as a mediator; 9) trust had a direct influence on customer loyalty without customer satisfaction as a mediator; 10) brand image had a direct influence on customer loyalty without customer satisfaction as a mediator. Research limitation/implications: The research sample was Shopee customers in the Special Region of Yogyakarta. There had not been an analysis of other factors that influence customer satisfaction and loyalty, such as social risk and time risk. Practical implications: Future research should expand the research sample to Shopee customers outside of Yogyakarta Special Region. For further research, it is recommended to modify the proposed model so that the goodness of fit criteria obtained will be fulfilled by the good criteria. Originality/value: In the context of customer satisfaction and loyalty, this research had offered an empirical research model on the relationship among e-service quality, trust, brand image, customer satisfaction and customer loyalty on Shopee customers outside of Yogyakarta Special Region. The use of satisfaction had mediating influence of e-service quality, trust, brand image on customer loyalty.

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