The Effects of Brand Image on Customer Satisfaction and Loyalty Intention in Retail Super Market Chain UK

The main purpose of this research is to examine the effects of brand image on customer satisfaction and loyalty intention. It also examines the relationships between the brand image and customer satisfaction, brand image and loyalty intention as well as customer satisfaction and loyalty intention on the context of retail supermarket chain in UK. The hypotheses were formed on the basis of existing literatures and data was collected to test the hypotheses so it is deductive research. The survey strategy is used to collect information from the customers of the main six retailers based on London through structured closed ended questionnaires at a point of time and so it is cross-sectional research. A sample of 120 customers was selected through convenience sampling technique. The statistical and mathematical tools such as percentage analysis, correlation and regression analysis are used for data analysis through SPSS 20.This study asserts that the overall brand image has significant effects (P = 0.000 and β = 0.880) on customer satisfaction. Similarly, the overall brand image has significant effects (p = 0.000 and β = 0.780) on overall customer loyalty intention; and also customer satisfaction has significant positive effects (p = 0.000 and β = 0.859) on customer loyalty intention in an organisation.However, this study considered just five variables of brand image and five variables of customer satisfaction. There may have other important factors which may influence the findings. A small sample size of just 120 customers from just six stores of the main retailers may not represent the vision of all retail customers. Thus, it is recommended that a large scale research with more variables, large sample size with more stores from different parts of the UK to validate these findings.DOI: http://dx.doi.org/10.3126/ijssm.v2i1.11814 Int. J. Soc. Sci. Manage. Vol-2, issue-1: 9-26

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FFECT OF BRAND IMAGE ON CUSTOMER SATISFACTION & LOYALTY INTENTION AND THE ROLE OF CUSTOMER SATISFACTION BETWEEN BRAND IMAGE AND LOYALTY INTENTION: A STUDY IN CONTEXT OF COSMETIC PRODUCT

JOURNAL OF SOCIAL SCIENCE RESEARCH ◽

10.24297/jssr.v3i2.3119 ◽

2014 ◽

Vol 3 (2) ◽

pp. 274-285 ◽

Cited By ~ 1

Author(s):

Nischay Kumar Upamannyu

Keyword(s):

Customer Satisfaction ◽

Customer Loyalty ◽

Brand Image ◽

Mediating Effect ◽

Mediation Effect ◽

Loyalty Intention ◽

Strong Positive Relationship ◽

The Relationship ◽

Customer Satisfaction And Loyalty

AbstractThe Purpose of the study was to investigate the effect of brand image benefit on customer satisfaction and Loyalty intention directly and indirectly based upon hypothetical model in the current study for a cosmetic brand (Fair lovely) at Gwalior (M.P) in India. The measures were reconstructed and re-standardized to make it suitable for the purpose of the study. Numbers of factors were identified through exploratory factor analysis for all the variables.Â The results of multiple regression revealed that there is a strong positive relationship between brand image and loyalty intention, While, the relationship between customer satisfaction and loyalty intention was found to be less weak. This indicates that there might be a mediation effect of customer satisfaction between brand image and loyalty intention. For evaluating the mediation effect Sobel test was applied and the result of the Sobel test was found to be positive. Hence, a mediating effect of customer satisfaction was found between Brand Image and Loyalty Intention. The measure of brand image was constituted of Functional, Social, Symbolic, experiential and appearance enhance. A survey was carried out on 200 respondents. The results also indicated that overall satisfaction does influence customers' loyalty which implies that marketers should focus on brand image benefits to achieve customer loyalty.

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

BISMA ◽

10.19184/bisma.v14i3.20737 ◽

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

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

Jurnal Siasat Bisnis ◽

10.20885/jsb.vol25.iss2.art3 ◽

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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BRAND IMAGE, PRICE PERCEPTION AND QUALITY OF KECAP ABC PRODUCTS INFLUENCE ON CUSTOMER LOYALTY THROUGH CUSTOMER SATISFACTION IN GIANT KEDUNGSARI SURABAYA

JMM17: Jurnal Ilmu Ekonomi dan Manajemen ◽

10.30996/jmm17.v8i01.4785 ◽

2021 ◽

Vol 8 (01) ◽

pp. 39-48

Author(s):

Rosita Oktafiani ◽

Ida Bagus Cempena

Keyword(s):

Customer Satisfaction ◽

Product Quality ◽

Customer Loyalty ◽

Significant Influence ◽

Brand Image ◽

Linear Regression Analysis ◽

Multiple Linear Regression Analysis ◽

Survey Method ◽

Price Perception ◽

Customer Satisfaction And Loyalty

This study aims to determine whether there is an influence between the variables of Brand Image, Price Perception, Product Quality on Customer Loyalty through Customer Satisfaction at Giant Surabaya. Thisresearch method is explanatory research with hypothesis testing. The population in this study are the visitors who shop for Giant Kedungsari Surabaya, with sample of 100 computed by Slovin formula. Data collected by using a survey method with questionnaire as instrument. The analysis technique used is multiple linear regression analysis and t-test for test the hypothesis. The results of the study show that brand Image has a significant influence on Customer Satisfaction, Brand Image has no significant influence on Customer Loyalty, Price perception has a significant effect on customer satisfaction and loyalty, Product quality has a significant influence on customer satisfaction, but has no significant effect on customer loyalty, Customer Satisfaction has a significant influence on Customer Loyalty. This indicates that to increase customer satisfaction and loyalty, a good brand image, low price perception, good product quality, is needed.

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PENGARUH KUALITAS PRODUK DAN KUALITAS PELAYANAN TERHADAP PENINGKATAN KEPUASAN DAN LOYALITAS PELANGGAN PERUSAHAAN DAERAH AIR MINUM (PDAM) KOTA MAKASSAR

JOURNAL OF APPLIED BUSINESS ADMINISTRATION ◽

10.30871/jaba.v3i2.1560 ◽

2019 ◽

Vol 3 (2) ◽

pp. 228-244 ◽

Cited By ~ 1

Author(s):

Muhammad Rezha Pahlawan ◽

Nurlia Nurlia ◽

Abdul Rahman Laba ◽

Erlina Pakki ◽

Hardiyono Hardiyono

Keyword(s):

Customer Satisfaction ◽

Service Quality ◽

Product Quality ◽

Customer Loyalty ◽

Indirect Effects ◽

Analysis Method ◽

Water Company ◽

The Relationship ◽

Intervening Variables ◽

Customer Satisfaction And Loyalty

This study aims to determine the effect of Product Quality and Service Quality on Increasing Customer Satisfaction and Loyalty in Makassar Municipal Water Company (PDAM) both directly and through intervening variables or indirect effects. This study uses a quantitative approach conducted with the aim to explain the position of the variables studied and the relationship between one variable with another variable. This research will explain the causal relationship between variables through hypothesis testing. In this study, the analysis method used is path analysis using the SmartPLS program. The results of this study found that directly the product quality had a positive and significant effect on customer satisfaction, service quality had a positive and significant effect on customer satisfaction, product quality had a positive and significant effect on customer loyalty, service quality had a positive and not significant effect on customer loyalty, customer satisfaction positive and significant effect on customer loyalty. The indirect effect of this research is product quality has a positive and significant effect on customer loyalty if mediated by customer satisfaction. Service quality also has a positive and significant effect on customer loyalty if mediated by customer satisfaction.

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FEATURE,NILAI, KEPUASAN DAN LOYALITAS PELANGAN

Jurnal Riset Manajemen dan Bisnis (JRMB) Fakultas Ekonomi UNIAT ◽

10.36226/jrmb.v2i1.28 ◽

2017 ◽

Vol 2 (1) ◽

pp. 45-52

Author(s):

Iha Haryani Hatta

Keyword(s):

Structural Equation Modeling ◽

Customer Satisfaction ◽

Customer Loyalty ◽

Significant Influence ◽

Customer Value ◽

Structural Equation ◽

Equation Modeling ◽

Relationship Of ◽

The Relationship ◽

Customer Satisfaction And Loyalty

The aim of this study was to determine the relationship of the features of the value, satisfaction, and customer loyalty; the effect on the value of customer satisfaction and loyalty; influence of satisfaction on customer loyalty. A total of 200 merchant PT. BANK XYZ as respondents was selected randomly. Analyses were performed using structural equation modeling (SEM). The analysis showed that the feature has a significant influence on customer value, but not for customer satisfaction and loyalty. The values has a significant influence on satisfaction, but not on customer loyalty. Satisfaction has a significant influence on customer loyalty. Discussion and conclusions described in the article. Keywords: features of the value, satisfaction, customer loyalty

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A study on the effects of marketing mix on brand image, customer satisfaction, and loyalty in the outbound travel industry

International Journal of Tourism and Hospitality Research ◽

10.21298/ijthr.2020.5.34.5.111 ◽

2020 ◽

Vol 34 (5) ◽

pp. 111-124

Author(s):

Deok-Hee Cheon

Keyword(s):

Customer Satisfaction ◽

Brand Image ◽

Marketing Mix ◽

Travel Industry ◽

Customer Satisfaction And Loyalty

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W.S. Gosset and Some Neglected Concepts in Experimental Statistics: Guinnessometrics II

Journal of Wine Economics ◽

10.1017/s1931436100001632 ◽

2011 ◽

Vol 6 (2) ◽

pp. 252-277 ◽

Cited By ~ 3

Author(s):

Stephen T. Ziliak

Keyword(s):

Experimental Design ◽

Sample Size ◽

Large Scale ◽

Statistical Significance ◽

Small Sample ◽

Small Samples ◽

Significant Advance ◽

Economic Approach ◽

Barley Malt ◽

Level Of Significance

AbstractStudent's exacting theory of errors, both random and real, marked a significant advance over ambiguous reports of plant life and fermentation asserted by chemists from Priestley and Lavoisier down to Pasteur and Johannsen, working at the Carlsberg Laboratory. One reason seems to be that William Sealy Gosset (1876–1937) aka “Student” – he of Student'st-table and test of statistical significance – rejected artificial rules about sample size, experimental design, and the level of significance, and took instead an economic approach to the logic of decisions made under uncertainty. In his job as Apprentice Brewer, Head Experimental Brewer, and finally Head Brewer of Guinness, Student produced small samples of experimental barley, malt, and hops, seeking guidance for industrial quality control and maximum expected profit at the large scale brewery. In the process Student invented or inspired half of modern statistics. This article draws on original archival evidence, shedding light on several core yet neglected aspects of Student's methods, that is, Guinnessometrics, not discussed by Ronald A. Fisher (1890–1962). The focus is on Student's small sample, economic approach to real error minimization, particularly in field and laboratory experiments he conducted on barley and malt, 1904 to 1937. Balanced designs of experiments, he found, are more efficient than random and have higher power to detect large and real treatment differences in a series of repeated and independent experiments. Student's world-class achievement poses a challenge to every science. Should statistical methods – such as the choice of sample size, experimental design, and level of significance – follow the purpose of the experiment, rather than the other way around? (JEL classification codes: C10, C90, C93, L66)

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