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 KUALITAS LAYANAN DAN KEPUASAN PELANGGAN PADA LOYALITAS PELANGGAN DI RESTORAN PIZZA E-BIRRA

2020 ◽  
Vol 1 (1) ◽  
pp. 11
Author(s):  
Cynthia Anna Wijayanti
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Brand Loyalty ◽  
Structural Equation ◽  
Sampling Technique ◽  
Partial Least Square ◽  
Least Square ◽  
Equation Modeling ◽  
Purposive Sampling ◽  
Physical Evidence

The purpose of this research is to examine the influence and relationship of Service Quality, Brand Loyalty and Customer’s Satisfaction as an intervening variable. The subject of the research is Indonesian-based local restaurant Pizza E-Birra under the management of Ismaya Group. The research is based on quantitative research with non-probability purposive sampling as the sampling technique and the data will be analysed using SEM Structural Equation Model with Smart PLS 3.0 as analysis tool.The research is using 5 dimensions of Service Quality, which are Physical Evidence (Tangible), Empathy, Reliability, Responsiveness and Assurance as the independent variable and its impact toward Brand Loyalty as dependent variable and also measuring the Customer Satisfaction as an intervening variable. The result show that all the hypotheses are accepted and some managerial implications needs to be done for management of Pizza E-Birra to improve their Service Quality which leads to their customer satisfaction overall for the dining experience hence will increase the level of brand loyalty among its patronage in the future ultimately. Tujuan dari penelitian ini adalah untuk mengetahui pengaruh Kualitas Layanan (Service Quality) yang mempengaruhi Loyalitas Merek (Brand Loyalty) secara langsung dan pengaruhnya jika dimediasi oleh Kepuasan Pelanggan (Customer’s Satisfaction). Subyek penelitian ini adalah restoran lokal Indonesia Pizza E-Birra dibawah kepemilikan manajemen grup Ismaya. Penelitian kuantitatif ini menggunakan teknik pengambilan sampel Non-Probability Purposive Sampling dan data kuesioner akan dianalisis menggunakan Partial Least Square-Structural Equation Modeling (PLS-SEM) dengan bantuan program SmartPls.. Penelitian ini menggunakan 5 dimensi dari Kualitas Layanan (Service Quality) yaitu : Physical Evidence (Tangible), Empathy, Reliability, Responsiveness dan Assurance, serta faktor Kepuasan Pelanggan (Customer’s Satisfaction) sebagai variabel mediasi, semuanya akan diteliti secara simultan untuk membuktikan ada atau tidaknya pengaruh variabel bebas dan mediasi tersebut  dalam mempengaruhi Loyalitas Merek (Brand Loyalty) pada restoran Pizza E Birra. Hasil menunjukkan bahwa ketiga hipotesa yang diajukan didukung, artinya Kualitas Layanan berpengaruh positif terhadap Loyalitas Merek, Kualitas layanan berpengaruh positif terhadap kepuasan dan yang terakhir Kualitas layanan berpengaruh pada loyalitas merek dengan mediasi kepuasan, dengan beberapa masukan kepada management Pizza E-Birra , untuk lebih memperbaiki tingkat kualitas layanan, yang berdampak pada kepuasan pelanggan yang akhirnya akan mempengaruhi tingkat loyalitas merek atas restoran Pizza E-Birra.

scholarly journals How Brand Equity Can Saves Its Company? A Study of One of the Largest E-Commerce in Indonesia

2021 ◽  
Vol 4 (3) ◽  
Author(s):  
Siti Kulsum ◽  
◽  
Dwi Sunu Kanto ◽  
Noverdi Bross
Keyword(s):  
Service Quality ◽  
Product Quality ◽  
Structural Equation ◽  
Quantitative Research ◽  
Brand Image ◽  
Partial Least Square ◽  
Online Marketing ◽  
Least Square ◽  
Equation Modeling ◽  
The Relationship

Marketing management is an activity that is planned and organized including the distribution of goods, pricing and monitoring of policies that have been made which aim to gain a place in the market so that the objectives of marketing can be achieved. Online marketing media in the digital era seems to be the prima donna of solving solutions, therefore business actor’s flock to take advantage of online marketing media as a driving force for the wheels of their business. The type of research used in this study was quantitative research. In this study, data processing and analysis used the Partial Least Square (PLS) approach. PLS is a component-based or variant-based Structural Equation Modeling (SEM) equation model. The data analysis in this research is the Outer Model Analysis, Inner Model, and Hypothesis Testing. This research results that the price has an effect on Brand Image. Product Quality has an effect on Brand Image. Service Quality affects Brand Image. Price affects Promotion. Product Quality affects Promotion. Quality of Service affects Promotion. Promotion affects Brand Image. Promotion moderates the relationship between Price and Brand Image. Promotion moderates the relationship between Product Quality and Brand Image. Promotion can moderate the relationship between service quality and brand image.

scholarly journals Pengaruh Kualitas Pelayanan dan Kualitas Pembelajaran Terhadap Kepuasan Mahasiswa Dengan Metode SEM-PLS

2019 ◽  
Vol 11 (1) ◽  
pp. 49
Author(s):  
Fransisca Debora ◽  
Hernadewita Hernadewita
Keyword(s):  
Higher Education ◽  
Service Quality ◽  
Student Satisfaction ◽  
Structural Equation ◽  
Partial Least Square ◽  
Least Square ◽  
Equation Modeling ◽  
The Government ◽  
Asean Economic Community

The development of science and technology and the factors of the ASEAN economic community (MEA) which are supported by increasing industry 4.0, the government gives important responsibilities for universities to be able to produce human resources that can compete in that era. This affects universities to continue to improve in terms of the quality of learning, service quality, to provide satisfaction to students which has an influence on the productivity of higher education. In this regard, research was conducted on 120 samples of student respondents (active students, and alumni) who were used to provide information by distributing questionnaires processed by Structural Equation Modeling (SEM) - Partial Least Square (PLS). Based on the results of the analysis and discussion it can be concluded that service quality has a positive effect on student satisfaction and positively influences the productivity of higher education.

scholarly journals The effect of brand experience, service quality and perceived value on brand loyalty study (Case Study: National Bank of Birjand city)

2015 ◽  
Vol 16 (SE) ◽  
pp. 387-394
Author(s):  
Mahdi Mahmoodzadeh ◽  
Mahdi Mahmoodzadeh
Keyword(s):  
Service Quality ◽  
Brand Loyalty ◽  
Structural Equation ◽  
Perceived Value ◽  
Simple Random Sampling ◽  
Partial Least Square ◽  
Least Square ◽  
Equation Modeling ◽  
Brand Experience ◽  
National Bank

In the era of knowledge-based economy, the value-creating activities of the organization ??are not only based on their tangible assets, but the organization's ability to use the intangible assets, will form the main power of their value creating. The aim of this study is to identify the effect of brand experience, service quality and perceived value on loyalty to the brand in the National Bank of Birjand city. Hypothesized relations between the dimensions of brand marketing experience, service quality and perceived value of loyalty, with data that were selected through structured questionnaires from 254 in person clients of National Bank of Birjand by simple random sampling, were collected and analyzed. Research methodology in this study, from the nature dimension is applied and in terms of methodology is descriptive - survey. For the questionnaire validity, content validity was used and for the reliability, the Cronbach's alpha that the results of which were calculated 0.97 for the questionnaire was used and for data analysis, the structural equation modeling method with the partial least square approach of Smart PLS software has been used. The results of the analysis showed that there is a relation between brand experience marketing dimension and perceived value with brand loyalty directly and indirectly (through a mediator variable), however, a direct relationship between the quality of service and loyalty is not confirmed, but through mediator variables, the consent of the brand and trust to the brand the relation was confirmed.

scholarly journals The Influence of Brand Awareness, Brand Image, and Brand Trust on Brand Loyalty

2020 ◽  
Vol 24 (3) ◽  
pp. 412
Author(s):  
Innocentius Bernarto, Margaretha P. Berlianto, Yohana F. C. P. Meilani, ◽  
Ronnie R. Masman, Ian N. Suryawan
Keyword(s):  
Brand Loyalty ◽  
Brand Image ◽  
Partial Least Square ◽  
Least Square ◽  
Brand Awareness ◽  
Equation Modeling ◽  
Survey Method ◽  
Brand Trust ◽  
Coffee Shop ◽  
Positive Effect

The aim of this research is to examine the positive influence of brand awareness, brand image, and brand trust on brand loyalty. The coffee shop business in big cities in Indonesia is growing rapidly. Each coffee shop strives to show its uniqueness. This competition has resulted in them competing to increase competitiveness by using logos, symbols, unique names – or what is usually called a brand to become a differentiator among the competitors. This study was done in a quantitative manner. The data was collected by using a questionnaire distributed using a survey method. Using a snowball sampling, a total of 436 samples were used and analyzed statistically using the partial least square – structural equation modeling (PLS-SEM) approach using SmartPls 3.0 program. The results show that brand awareness and brand trust had a positive effect on brand loyalty. However, the brand image did not have a positive effect on brand loyalty. This study is expected to provide input to the coffee shop management on how to increase their brand loyalty which can be done by increasing their brand awareness, brand image, and brand trust.

PENTINGNYA BRAND COMMUNICATION, BRAND EXPERIENCE, DAN BRAND IMAGE DALAM MENINGKATKAN BRAND LOYALTY PADA RITEL FURNITUR: BRAND TRUST SEBAGAI VARIABEL MEDIASI

2021 ◽  
Vol 26 (3) ◽  
pp. 264-277
Author(s):  
Yohanes Nuhadriel ◽  
Meilia Japiana ◽  
Keni
Keyword(s):  
Brand Loyalty ◽  
Structural Equation ◽  
Brand Image ◽  
Partial Least Square ◽  
Least Square ◽  
Brand Experience ◽  
Brand Trust ◽  
Brand Communication ◽  
Equation Modelling ◽  
Convenience Sampling

Tujuan penelitian ini untuk menguji secara empiris pengaruh langsung brand communication, brand experience, dan brand image terhadap brand loyalty serta pengaruh tidak langsung melalui brand trust. Sampel dikumpulkan melalui metode non-probability sampling dengan teknik convenience sampling kepada 78 responden pelanggan ritel furnitur di Jakarta yang dilaksanakan pada April 2021. Pengujian hipotesis penelitian dilakukan dengan Partial Least Square–Structural Equation Modelling (PLS- SEM). Hasil penelitian ini menunjukkan bahwa brand communication, brand experience, dan brand image tidak berpengaruh signifikan terhadap brand loyalty. Brand trust berpengaruh secara signifikan terhadap brand loyalty. brand communication tidak berpengaruh secara signifikan terhadap brand trust, sedangkan brand experience dan brand image berpengaruh secara signifikan terhadap brand trust. Terakhir, brand trust tidak mampu memediasi brand communication terhadap brand loyalty, namun brand trust dapat memediasi pengaruh brand experience dan brand image terhadap brand loyalty.

Brand loyalty and brand equity for the Werdhi Sedana People's Credit Bank regional company, Gianyar Regency

2020 ◽  
Vol 6 (Extra-B) ◽  
pp. 239-255
Author(s):  
Dewa Ayu Dwilis Ringsing Brahmanda ◽  
Anak Agung Putu Agung ◽  
Anik Yuesti ◽  
I Gusti Agung Eka Teja Kusuma
Keyword(s):  
Brand Equity ◽  
Brand Loyalty ◽  
Structural Equation ◽  
Sampling Method ◽  
Brand Image ◽  
Equation Model ◽  
Partial Least Square ◽  
Least Square ◽  
Brand Trust ◽  
Research Population

This study aims to examine and analyze the variables brand image, brand trust, brand loyalty and brand equity. This research was conducted at the Werdhi Sedana People's Credit Bank Regional Company, Gianyar Regency. The research population was all customers of the Werdhi Sedana People's Credit Bank Regional Company Savings and Deposits, Gianyar Regency, totaling 14,862 customers, the sample used was 99 customers with the proportionate sampling method. All data obtained from distributing questionnaires is suitable for use, then analyzed using a structural equation model based on analysis of variance known as Partial Least Square (PLS). The results showed that brand image has a negative and insignificant effect on brand loyalty.    

scholarly journals Pengaruh Pengalaman Merek terhadap Loyalitas Merek pada Konsumen Maskapai Garuda Indonesia

2021 ◽  
Vol 33 (1) ◽  
Author(s):  
Farah Putri Wenang Lusianingrum ◽  
Arif Fakhrudin ◽  
Dhiani Dyahjatmayanti
Keyword(s):  
Structural Equation Modeling ◽  
Service Quality ◽  
Brand Loyalty ◽  
Structural Equation ◽  
Partial Least Square ◽  
Least Square ◽  
Equation Modeling ◽  
Brand Experience ◽  
Analysis Tool ◽  
Purposive Sampling

AbstrakPasar penerbangan di Indonesia semakin kompetitif dengan semakin banyaknya maskapai penerbangan komersial yang beroperasi. Bagi konsumen, hal ini menjadi keuntungan karena pilihan maskapai penerbangan yang semakin bervariasi. Sementara bagi maskapai penerbangan, kondisi ini menuntut perusahaaan untuk mampu memberikan pengalaman dan pelayanan yang lebih baik guna menjaga loyalitas konsumen agar dapat menguasai pasar. Perusahaan maskapai penerbangan seperti Garuda Indonesia perlu mempertimbangkan pengalaman merek yang dirasakan untuk mempertahankan pelanggannya. Penelitian ini bertujuan untuk menguji pengaruh langsung pengalaman merek terhadap loyalitas merek dan kualitas pelayanan sebagai pemoderasi untuk menyelesaikan masalah perbedaan hasil studi empiris. Metode penelitian yang digunakan adalah kuantitatif. Penentuan sampel penelitian menggunakan metode purposive sampling. Kuesioner dibagikan secara daring kepada responden penelitian dan ada 200 responden yang memberikan jawaban secara lengkap. Alat analisis berupa Structural Equation Modeling Warp Partial Least Square 6.0 (SEM Warp PLS) dipilih untuk menguji model pengukuran (validitas dan reliabilitas) dan model struktural (pengujian hipotesis). Hasil studi menunjukkan bahwa pengalaman merek dapat mendorong peningkatan loyalitas merek sebesar 19%. Selain itu, kualitas pelayanan terbukti dapat bertindak sebagai pemoderasi pada pengaruh pengalaman merek terhadap loyalitas merek. Kata Kunci: Kualitas Pelayanan, Pengalaman Merek, Loyalitas Merek, Maskapai Penerbangan. AbstractThe Influence of Brand Experience to Brand Loyalty on Garuda Indonesia Airline Customers: The aviation market in Indonesia is increasingly competitive with the increasing number of commercial airlines operating. For consumers, this is an advantage because of the increasingly varied choices of airlines. As for airline, this condition requires the company can provide better experience and service to mantain consumers loyalty to dominate the market. Airlines such as Garuda Indonesia need to consider the brand experience to retain consumers. This study aims to test the direct influence of brand experience to brand loyalty and service quality as a moderation to overcome the problem of differences in the results of empirical studies. The research method used is quantitative.. Determination of the research sample using a purposive sampling method. The online questionnaire was distributed directly to respondents and as many as 200 respondents gave complete answers. The Structural Equation Modeling Warp Partial Least Square 6.0 (SEM Warp PLS) analysis tool was chosen to test the measurement model (validity and reliability) and the structural model (hypothesis testing). The results showed that brand experience can leverage on brand loyalty by 19%. Furthermore, service quality is proven to act as moderation on the influence brand experience to brand loyalty. Keywords: Service Quality, Brand Experience, Brand Loyalty, Airline.

scholarly journals PENGARUH BRAND EXPERIENCE, BRAND IMAGE-CONGRUENCE, BRAND AFFECT DAN BRANDTRUST TERHADAP REPURCHASE INTENTION PADA PRODUK FASHION BERRYBENKA SECARA ONLINE DI JAKARTA

Media Bisnis ◽  
2020 ◽  
Vol 12 (1) ◽  
pp. 57-66
Author(s):  
WIBISONO SOEDIONON ◽  
KLEMENS WEDANAJI PRASASTYO ◽  
MARIA ADELINE
Keyword(s):  
Structural Equation ◽  
Brand Image ◽  
Partial Least Square ◽  
Least Square ◽  
Equation Modeling ◽  
Brand Experience ◽  
Brand Trust ◽  
Repurchase Intention ◽  
Image Congruence ◽  
Brand Affect

The purpose of this study is to know how the influence of Brand Experience, Brand Image-Congruence, Brand Affect and Brand Trust to Repurchase Intention product online apparel Berrybenka at Jakarta.The research design used in descriptive research and causality research. The sampling used in this research is nonprobability sampling by purposive sampling methods and will require 107 respondents. The respondents must be using product online apparel Berrybenka. The method for analyzing data uses structural equation modeling (SEM), which uses the partial least square analysis program SmartPLS 3.0.The result showed that brand experience have an impact to brand affect. Brand image-congruence have an impact to brand affect. Brand experience have an impact to brand trust. Brand image-congruence have an impact to brand trust. Brand affect have an impact to brand trust. Brand experience have an impact to repurchase intention. Brand image-congruence have an impact to repurchase intention. Brand trust have an impact to repurchase intention.

scholarly journals How Brand Equity Can Saves Its Company? A Study of One of the Largest E-Commerce in Indonesia

2021 ◽  
Author(s):  
Siti Kulsum ◽  
Dwi Sunu Kanto ◽  
Noverdi Bross
Keyword(s):  
Service Quality ◽  
Product Quality ◽  
Structural Equation ◽  
Quantitative Research ◽  
Brand Image ◽  
Partial Least Square ◽  
Online Marketing ◽  
Least Square ◽  
Equation Modeling ◽  
The Relationship

Marketing management is an activity that is planned and organized including the distribution of goods, pricing and monitoring of policies that have been made which aim to gain a place in the market so that the objectives of marketing can be achieved. Online marketing media in the digital era seems to be the prima donna of solving solutions, therefore business actor’s flock to take advantage of online marketing media as a driving force for the wheels of their business. The type of research used in this study was quantitative research. In this study, data processing and analysis used the Partial Least Square (PLS) approach. PLS is a component-based or variant-based Structural Equation Modeling (SEM) equation model. The data analysis in this research is the Outer Model Analysis, Inner Model, and Hypothesis Testing. This research results that the price has an effect on Brand Image. Product Quality has an effect on Brand Image. Service Quality affects Brand Image. Price affects Promotion. Product Quality affects Promotion. Quality of Service affects Promotion. Promotion affects Brand Image. Promotion moderates the relationship between Price and Brand Image. Promotion moderates the relationship between Product Quality and Brand Image. Promotion can moderate the relationship between service quality and brand image.

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