ANALISIS FAKTOR-FAKTOR YANG MEMPENGARUHI LOYALITAS KONSUMEN PADA MEREK STARBUCKS DI WILAYAH JAKARTA DAN SEKITARNYA

2020 ◽  
Vol 12 (2) ◽  
pp. 233-247
Author(s):  
Yokie Radnan Kristiyono ◽  
Aisyah Rahmi ◽  
Mington Triwijaya Triwijaya ◽  
Riandi Gantha Suhanda
Keyword(s):  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Brand Image ◽  
Brand Experience ◽  
Brand Trust ◽  
Entire Region ◽  
Coffee Shop ◽  
First Choice ◽  
Surrounding Areas ◽  
Coffee Shops

One of the factors in the movement of the economy in Indonesia is supported by the development of new businesses, one of which is a coffee beverage business. Coffee drinks business in Indonesia is one of the fastest growing business. Developments in the business sector can be seen from the emergence of enhancement of new starbucks coffee shops . The top-leading coffee shop in the Indonesian market today is Starbucks, it is shown by numbers of Starbucks’ branches located almost in the entire region of Indonesia. The factor that makes Starbucks one of the strongest brand is the presence of customers who became loyal to the brand and make Starbucks as their first choice. The other factors that also affect the customer loyalty towards Starbucks are Brand Image, Brand Experience, Customer Satisfaction, Brand Trust, and Brand Love. Therefore, this research aims to examine the determinant factors of building customer loyalty of Starbucks’ customers in Jakarta and surrounding areas. The method of analysis used by researchers in this study was SmartPLS 3.0 with 150 respondents who have enjoyed Starbucks coffee. In this study there were nine hypotheses supported by previous researches. In the results of this study, there were six hypotheses accepted and three hypotheses were rejected. Through this research, researchers hope to provide benefits for the reader especially for those who want to know about the factors that affect the customer loyalty of Starbucks in Jakarta and its surrounding areas. Key Words: Brand Image, Brand Experience, Customer Satisfaction, Brand Trust, BrandLove. Customer Loyalty, Starbucks

scholarly journals Building customer loyalty for light steel products “Kencana Truss” in Bali

2019 ◽  
Vol 6 (4) ◽  
pp. 156-168
Author(s):  
I Komang Adi Dana Wijaya ◽  
Ni Wayan Sri Suprapti
Keyword(s):  
Customer Satisfaction ◽  
Product Quality ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Brand Image ◽  
Equation Modeling ◽  
Brand Trust ◽  
Significant Positive Effect ◽  
Analysis Technique ◽  
Positive Effect

The purpose of this study is to explain the effect of product quality on customer satisfaction mediated by brand image and brand trust, ultimately determining customer loyalty. The questionnaire distributed 175 copies to the users of Kencana Truss light steel in Bali Province, but valid for processing 133 copies. Data were analyzed using SEM (Structural Equation Modeling) analysis technique. The results of this study found that variable product quality, brand image, and brand trust have a significant positive effect on customer satisfaction. Customer satisfaction variables have a significant positive effect on customer loyalty. Variable brand image and brand trust, significantly mediate the effect of product quality on customer satisfaction. Similarly, customer satisfaction mediates the effect of brand image and brand trust on customer loyalty. The implications of the results of this study indicate that product quality is found as a major factor in increasing customer satisfaction which ultimately results in customer loyalty. Providers of light steel products should pay special attention to product quality, so customer satisfaction and loyalty can be maintained.

Antecedents involved in developing fast-food restaurant customer loyalty

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Gurmeet Singh ◽  
Neale Slack ◽  
Shavneet Sharma ◽  
Karishma Mudaliar ◽  
Suman Narayan ◽  
...  
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Fast Food ◽  
Brand Image ◽  
Quality Attributes ◽  
Fast Food Restaurant ◽  
Brand Trust ◽  
Price Fairness ◽  
Content Type

PurposeThis study aims to simultaneously examine the interrelated influence of antecedents involved in developing fast-food restaurant customer loyalty. A conceptual model which incorporates service quality attributes, price fairness, customer satisfaction, brand image and trust and the resultant effect on customer loyalty is proposed to better understand how fast-food restaurant customer loyalty can be optimized.Design/methodology/approachA quantitative research methodology adopting structural equation modelling was used to understand the interrelatedness and influence of antecedents involved in optimizing fast-food restaurant customer loyalty.FindingsThe findings indicate that service quality attributes (food quality and employee service quality) and price fairness significantly influence customer satisfaction and brand image, while physical environment quality has no significant influence. Additionally, customer satisfaction was found to influence brand trust and customer loyalty, while the brand image does not influence customer satisfaction but does influence brand trust and customer loyalty.Practical implicationsUnderstanding the interrelatedness and influence of antecedents involved in developing fast-food restaurant customer loyalty would enable academics and practitioners to formulate honed marketing and operational strategies to optimize customer loyalty and fast-food restaurant profitability.Originality/valueThis research addresses the paucity of research and marketing gaps regarding the interrelatedness and influence of antecedents involved in optimizing fast-food restaurant customer loyalty in Small Island Developing States (SIDS).

scholarly journals THE EFFECT OF BRAND IMAGE AND BRAND TRUST ON CUSTOMER SATISFACTION AND CUSTOMER LOYALTY OF ARA SHOP SIDOARJO

2019 ◽  
Vol 1 (2) ◽  
pp. 257-262
Author(s):  
Arum Dwi Dayanti ◽  
I Nyoman Sudapet ◽  
Hamzah Deny Subagyo
Keyword(s):  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Quantitative Research ◽  
Discriminant Validity ◽  
Brand Image ◽  
Brand Trust ◽  
Average Variance

The purpose of this study was to analyze the influence of brands image and brand trust on customer satisfaction and customer loyalty in Ara Shop, Sidoarjo. This research is quantitative research. The population and samples were distributed by 60 respondents. Technique of answering data using a questionnaire. Analysis of the data used is Convergence Validity, Discriminant Validity, used and Average Variance Extracted (AVE). Based on the results of the study, the brand image variable and brand trust simultaneously or partially significant towards customer satisfaction and customer loyalty in Ara Shop, Sidoarjo.

scholarly journals HUBUNGAN CUSTOMER SATISFACTION DAN BRAND EXPERIENCE DENGAN BRAND IMAGE TERHADAP CUSTOMER LOYALTY: STUDI KASUS PENGELOLAAN MAL

2017 ◽  
Vol 15 (1) ◽  
pp. 57-84
Author(s):  
Helen Helen ◽  
Emrus Emrus
Keyword(s):  
Data Collection ◽  
Customer Satisfaction ◽  
Marketing Strategy ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Brand Image ◽  
Equation Model ◽  
Brand Experience ◽  
Growing Up ◽  
Department Stores

Abstract: The development of department stores or known as malls is growing up significantly from yearsto years and making the tight competition in retail world in Indonesia. The entire malls attempt to winthe customers loyalty by using the appropriate marketing strategy for the targeted consumers. This effortwill be balanced with the good perception towards the brand image that the mall has. Mall X is theresearch object. This research is conducted to measure the influence of customer satisfaction, brandexperience, and brand image toward the customer loyalty of Mall X, which is the brand image is treatedas the intervening variable. The data collection starts with the questionnaires that spreaded among 240respondents and being analyzed with Structural Equation Model (SEM) technique. The result shows fromthe five hypothesizes which had been tested, three of those hypothesizes showing the positive relationship.Key Words: Customer Satisfaction, Brand Experience, Brand Image, Customer Loyalty Abstrak: Pengembangan pusat perbelanjaan atau dikenal dengan mal yang tumbuh secara signifikandari tahun ke tahun, dan membuat persaingan yang ketat di dunia ritel di Indonesia. Seluruh malmencoba untuk memenangkan loyalitas pelanggan dengan menggunakan strategi pemasaran yang tepatuntuk konsumen yang ditargetkan. Upaya ini akan seimbang dengan persepsi yang baik terhadappencitraan yang dimiliki mal tersebut. Objek dalam penelitian ini adalah Mal X. Penelitian ini dilakukanuntuk mengukur pengaruh dari kepuasan pelanggan, pengalaman terhadap merek, dan citra merekterhadap loyalitas pelanggan mal X, dimana citra merek menjadi variabel antara. Pengumpulan datadidapatkan dari kuesioner yang disebarkan kepada 240 responden dan dianalisis dengan teknikStructural Equation Model (SEM). Hasil penelitian ini menunjukkan dari lima hipotesisi yang telah diuji,tiga diantaranya menunujukkan hubungan positif.Kata Kunci: Kepuasan Pelanggan, Pengalaman terhadap Merek, Citra Merek, dan LoyalitasPelanggan

scholarly journals The Impact of Utilitarian Value, Hedonic Value, and Brand Image of Modern Coffee Shop City of Malang on Customer Satisfaction

2021 ◽  
Vol 8 (2) ◽  
pp. 172-178
Author(s):  
Khalikussabir ◽  
Abdul Waris
Keyword(s):  
Customer Satisfaction ◽  
Brand Image ◽  
Descriptive Analysis ◽  
Coffee Shop ◽  
Quantitative Descriptive Analysis ◽  
Hedonic Value ◽  
Utilitarian Value ◽  
Quantitative Descriptive ◽  
The Impact ◽  
Coffee Shops

The existence of modern coffee shops in Malang City is growing and encouraging the birth of coffee shops with all things modern nuances, one of factor is the number of students in Malang City is increasing year by year, so that this moment is used by entrepreneurs to establishing modern coffee shops in the city of Malang, but not all modern coffee shops can maintain their business because competition in introducing or selling products is not oriented to the characteristics of their consumers, this is a challenge for entrepreneurs to be able to understand the characteristics of their consumers well to be able to compete. The purpose of this study is to find out how the impact of utilitarian value, hedonic value, and brand image of modern coffee shops in Malang City on customer satisfaction by using a quantitative descriptive analysis method approach. The results of data analysis show that: 1) utilitarian value behavior that has a consumer has a significant effect on modern coffee shop customer satisfaction; 2) the hedonic value behavior that has consumers has a significant effect on modern coffee shop customer satisfaction; and 3) brand image embedded in consumers has a significant effect on modern coffee shop customer satisfaction.

scholarly journals THE INFLUENCE OF CUSTOMER SATISFACTION, BRAND TRUST, AND BRAND IMAGE TOWARDS CUSTOMER LOYALTY

2019 ◽  
Vol 2 (7) ◽  
pp. 93-108
Author(s):  
Nurul Sakinah Azizan ◽  
Maha Mohammed Yusr
Keyword(s):  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Online Survey ◽  
Brand Image ◽  
Future Research ◽  
Brand Trust ◽  
Customer Expectations ◽  
Market Competitiveness ◽  
Important Concern ◽  
Universiti Utara Malaysia

Customer loyalty always becomes an important concern in the business organization. The main purpose of this study is to examine the influence of customer satisfaction, brand trust and brand image towards customer loyalty. This study focused on the branded computer product industry. The main problem in the industry is high competitiveness. It makes it hard for the manufacturer to obtain customer loyalty because of market competitiveness. Literature review regarding the computer industry in Malaysia and all items in independent and dependent variables has been discussed in order to provide a better understanding regarding past, present, and future needs in the study area. The in-depth review of literature has led to the establishment of a research framework focused on examining the influence of customer satisfaction, brand trust and brand image towards customer loyalty. In this regard, an online survey using Google forms was conducted among post-graduate students under the School of Business Management, Universiti Utara Malaysia. There are 269 students who participated in the survey. The data collected through Google forms consist of six parts were analyzed using SPSS. The results showed that customer satisfaction, brand trust, and brand image have a positive and significant influence on customer loyalty. In conclusion, the discussion, and explanation on limitation, theoretical and practical implications, limitations, direction for future research. This study proved that long term success and sustainable reputation of branded computer product companies depended on customer loyalty. The study recommends fulfilling customer expectations is the main priority to retain and enhance customer loyalty.

scholarly journals Analisis Faktor yang Mempengaruhi Word of Mouth Ayam Geprek Don

2021 ◽  
Vol 5 (3) ◽  
pp. 296
Author(s):  
Albertus Bobby Widagdo ◽  
Yanuar Yanuar
Keyword(s):  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Word Of Mouth ◽  
Brand Image ◽  
Partial Least Square ◽  
Least Square ◽  
Positive Word ◽  
Brand Trust ◽  
Positive Word Of Mouth

This study aims to examine the effect of brand image, brand trust and customer satisfaction on customer loyalty and its influence on product word of mouth. The data in this study were obtained from the results of filling in the questionnaire by 110 respondents who were all customers of Ayam Geprek Don products located in South Jakarta. Data from the questionnaire filling in this study were further analyzed using the Partial Least Square technique with the help of the SmartPLS program. Based on the results of the analysis in this study, some conclusions are obtained as follows: brand image, brand trust, and customer satisfaction have a positive and significant effect on loyalty. Then, loyalty has a positive and significant effect on product word of mouth. In general, the better the brand image and product brand trust and the higher the customer satisfaction, the higher loyalty which will further increase the positive word of mouth of the brand. Penelitian ini bertujuan untuk menguji pengaruh citra merek, kepercayaan merek, dan kepuasan pelanggan terhadap loyalitas, serta pengaruhnya terhadap word of mouth produk. Data dalam penelitian ini diperoleh dari hasil pengisian kuesioner oleh sebanyak 110 responden yang seluruhnya adalah pelanggan produk Ayam Geprek Don yang berlokasi di Jakarta Selatan. Data hasil pengisian kuesioner dalam penelitian ini selanjutnya dianalisis dengan menggunakan teknik Partial Least Square dengan bantuan program SmartPLS. Berdasarkan hasil analisis dalam penelitian ini, diperoleh beberapa kesimpulan yaitu: citra merek, kepercayaan merek, dan kepuasan pelanggan berpengaruh positif dan signifikan terhadap loyalitas. Serta loyalitas berpengaruh positif dan signifikan terhadap word of mouth produk. Secara umum, semakin baik citra merek dan kepercayaan merek serta semakin tinggi kepuasan pelanggan, maka semakin tinggi loyalitas yang selanjutnya akan meningkatkan word of mouth positif dari merek.

scholarly journals An Empirical Study on Customer Satisfaction, Perception, and Brand Image in Starbucks Coffee in India, Asia

2021 ◽  
Vol 4 (1) ◽  
pp. 53-63
Author(s):  
Rudresh Pandey ◽  
Varsha Ganatra ◽  
Sonali Jamnik ◽  
Pragya Goel ◽  
Priyanshi Goyal ◽  
...  
Keyword(s):  
Customer Satisfaction ◽  
Empirical Study ◽  
Customer Loyalty ◽  
Cost Reduction ◽  
Brand Image ◽  
Vital Role ◽  
Brand Experience ◽  
Quality Improvements ◽  
Corporate Brands ◽  
Potential Customers

This study focuses on the brand image, experience, quality, and services offered by Starbucks that will bring customer loyalty from customer satisfaction. The study analyzes how customer loyalty and brand experience affect the quality improvements of Starbucks Coffee as corporate brands play a vital role in achieving higher company’s performance, like sales. It makes more incentives to satisfy the potential customers and develops a drawn-out relationship with them. This study concludes that companies with higher customer loyalty and satisfaction tend to have higher market share, and move further by cost reduction. Therefore, companies could substantially pay attention to all of these variables to have an everlasting profitability as this will lead to gain competitive advantage in the market.

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