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 Investigations of Customer Loyalty: Strengthening Product Quality, Brand Image and Customer Satisfaction

2021 ◽  
Vol 11 (1) ◽  
pp. 78
Author(s):  
Enjang Sudarman ◽  
Harries Madiistriyatno ◽  
Ikbal Sudarman
Keyword(s):  
Customer Satisfaction ◽  
Product Quality ◽  
Structural Equation Model ◽  
Customer Loyalty ◽  
Random Sampling ◽  
Structural Equation ◽  
Brand Image ◽  
Research Result ◽  
Equation Model ◽  
Stratified Random Sampling

Abstract. The purpose of this study is to help make decisions about winning the smartphone market through product differentiation to increase customer loyalty for the OPPO Brand. The study population was 1050 students of the faculty of education and the faculty of economics, the sampling technique using the stratified random sampling method was obtained by 550 students. Data analysis was performed using Structural Equation Model (SEM) statistical analysis using Amos Graphic v.22 Software. The result of the research obtained product differential strategy, brand image and customer satisfaction can increase customer loyalty. Brand image and customer satisfaction factor are mediators of product quality on customer loyalty factors. The implication of this research is that brand image is the biggest factor affecting customer satisfaction. Furthermore, the contribution of research result to the OPPO company must make product changes in order to improve brand image, customer satisfaction and customer loyalty. Abstrak. Tujuan dari penelitian ini adalah untuk meningkatkan loyalitas pelanggan melalui penguatan kualitas produk, citra merek dan kepuasan pelanggan. Populasi penelitian ini adalah Mahasiswa di Kabupaten Karawang dari 12 Perguruan tinggi sebanyak 27,378 mahasiswa, teknik pengambilan sampel menggunakan stratified random sampling diperoleh sebanyak 550 orang. Analisis data dilakukan dengan menggunakan analisis statistik Structural Equation Model (SEM) menggunakan perangkat lunak Amos Graphic versi 22. Hasil penelitian yang diperoleh bahwa penguatan kualitas produk memiliki efek secara langsung terhadap loyalitas pelanggan, citrak merek dan kepuasan pelanggan adalah mediator faktor kualitas produk pada faktor loyalitas pelanggan. Implikasi dari penelitian ini bahwa citra merek merupakan faktor terbesar yang mempengaruhi kepuasan pelanggan. Selanjutnya, kontribusi hasil penelitian terhadap perusahaan OPPO adalah untuk pertimbangan kebijakan bagi manajemen dalam hal penguatan kualitas produk yang dilakukan melalui inovasi teknologi dari sisi penggunaan bahan, fitur-fitur, serta komponen berkualitas tinggi agar meningkatkan citra merek, kepuasan pelanggan sehingga berdampak positif terhadap loyalitas pelanggan.

scholarly journals The Effect of E-Service Quality and Brand Image Toward Netflix Customer Loyalty through Customer Satisfaction

2021 ◽  
Vol 5 (1) ◽  
pp. 17-29
Author(s):  
Haura Kurniati ◽  
◽  
Agung Kresnamurti Rivai Prabumenang ◽  
Shandy Aditya ◽  
◽  
...  
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Quantitative Method ◽  
Brand Image ◽  
Equation Model ◽  
Research Data ◽  
Survey Method ◽  
The Past

This research aims to determine the effect of e-service quality and brand image on customer satisfaction and customer loyalty towards Netflix’s user. This research uses quantitative method and the data collection use survey method with questionnaires as the instrument. The sample of this research is 200 respondents who live in DKI Jakarta and have used Netflix in the past 6 months. Data were analyzed using software SPSS version 25 and SEM (Structural Equation Model) from Lisrel 8.8 to process and analyze the research data. The result of hypothesis testing shows that e-service quality has significant effect on customer satisfaction, but not on customer loyalty. However, e-service quality has significant effect on customer loyalty through customer satisfaction. The result also found that brand image has significant effect on both customer satisfaction and customer loyalty. And customer satisfaction has the most influence on customer loyalty

PENGARUH BRAND EXPERIENCE TERHADAP CUSTOMER SATISFACTION DAN CUSTOMER LOYALTY SOUR SALLY DI KOTA BANDUNG

2015 ◽  
Vol 10 (1) ◽  
pp. 57
Author(s):  
Ervina Jadeline
Keyword(s):  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Equation Model ◽  
Research Use ◽  
Brand Experience ◽  
Consumer Loyalty ◽  
Verification Method ◽  
Direct Observations ◽  
Positive Effect

ABSTRACT The purpose in this study was to determine the effect of brand experience on consumer loyalty, either directly or indirectly, through customer satisfaction. This research use ddescriptive method and verification method. Data collected throughdistribution of questionnaires, direct observations, as well aswithliterature. The data analyzed in this studyused Structural Equation Model (SEM). The results support the studies that have been done before, which shows that the brand experience positive effect on consumer loyalty both directly and indirectly, through customer satisfaction. Keywords: brand experience, customer satisfaction, customer loyalty ABSTRAK Tujuan dalam penelitian ini adalah untuk mengetahui pengaruh pengalaman merek terhadap loyalitas konsumen, baik secara langsung maupun tidak langsung, yaitu melalui kepuasan konsumen. Penelitian ini menggunakan metode deskriptif dan juga verifikatif. Pengumpulan data dilakukan melalui pembagian kuesioner, observasi secara langsung, maupun dengan studi pustaka. Pengolahan data dalam penelitian ini menggunakan model persamaan struktural. Hasil penelitian ini mendukung penelitian-penelitian yang telah dilakukan sebelumnya, yang menunjukkan bahwa pengalaman merek berpengaruh secara positif terhadap loyalitas konsumen baik secara langsung maupun tidak langsung, yakni melalui kepuasan konsumen. Kata Kunci: pengalaman merek, loyalitas konsumen, kepuasan konsumen

scholarly journals Pengaruh Brand Experience dan Brand Image terhadap Brand Loyalty pada Pelanggan BonCabe di Jakarta: Customer Satisfaction debagai Variabel Mediasi

2021 ◽  
Vol 5 (1) ◽  
pp. 16
Author(s):  
Cindy Irawati
Keyword(s):  
Customer Satisfaction ◽  
Structural Equation Model ◽  
Brand Loyalty ◽  
Structural Equation ◽  
Brand Image ◽  
Equation Model ◽  
Partial Least Square ◽  
Least Square ◽  
Brand Experience ◽  
Positive Effect

The purpose of this study is to explore the effect of Brand Experience, Brand Image, Customer Satisfaction on Brand Loyalty for BonCabe customers in Jakarta. Variables used are Brand Experience, Brand Image, Customer Satisfaction, Brand Loyalty. This is a descriptive research that use non-probabilistic sampling method (240 data closed-questions questionnaires, 7 scale of Likert, compiled in 2019-2020 from BonCabe customers in Jakarta). The data analysis technique is using SEM (Structural Equation Model) methodology (using software: Partial Least Square 3) with α = 0,05. The results are: (1) a) brand experience and b) brand image has a significant and positive effect toward customer satisfaction of BonCabe in Jakarta. (2) a) brand experience and b) brand image has a significant and positive effect toward brand loyalty of BonCabe in Jakarta. (3) customer satisfaction has a significant and positive effect toward brand loyalty of BonCabe in Jakarta. (4) customer satisfaction could mediate a) brand experience and b) brand image so that they have significant and positive effect toward brand loyalty of BonCabe in Jakarta. Penelitian ini bertujuan untuk mengetahui pengaruh Brand Experience, Brand Image, Customer Satisfaction terhadap Brand Loyalty pada produk bernama BonCabe di wilayah Jakarta. Variabel yang digunakan adalah Brand Experience, Brand Image, Customer Satisfaction, Brand Loyalty. Data yang digunakan adalah data yang dikumpulkan di tahun 2019-2020. Teknik pengumpulan data menggunakan kuesioner tertutup 7 skala Likert, yang menggunakan metode SEM (Structural Equation Model) diolah menggunakan software PLS (Partial Least Square 3) dengan nilai α = 0,05. Hasil analisis menyimpulkan bahwa (1) Terdapat pengaruh a) brand experience dan b) brand image terhadap customer satisfaction BonCabe di Jakarta. (2) Terdapat pengaruh a) brand experience dan b) brand image terhadap brand loyalty BonCabe di Jakarta. (3) Terdapat pengaruh customer satisfaction terhadap brand loyalty BonCabe di Jakarta. (4) Terdapat customer satisfaction yang dapat memediasi pengaruh a) brand experience dan b) brand image terhadap brand loyalty BonCabe di Jakarta.

Memperkuat Loyalitas Melalui Kepercayaan, Kepuasan Dan Komitmen Studi Pada Nasabah PT. Bank Cimb Niaga

Liquidity ◽  
2018 ◽  
Vol 4 (1) ◽  
pp. 43-52 ◽  
Author(s):  
Sri Widyastuti
Keyword(s):  
Customer Satisfaction ◽  
Relationship Quality ◽  
Structural Equation Model ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Positive Influence ◽  
Equation Model ◽  
Survey Method ◽  
Branch Office

Customer loyalty is ‘suspected’not been able to optimizationrepetition of transactions, customer recommendation and durability with the establishment relationship quality of the trust, customer satisfaction and commitment. Therefore, research conducted on Bank CIMB Niaga aims to determine the extent of the trust, and commitment to customer satisfaction can increase X-tra and TabunganKU savings customer loyalty. This research is verification and the method of research is explanatory survey method, the sample is 160 customer X-tra and tabunganKU savings in the branch office Bank CIMB Niaga Bintaro. The analytical method used is structural equation model. The results showed loyalty can be achieved with relationship quality for customers through the establishment of trust, and commitment to customer satisfaction, which all three have a positive influence. Therefore, the management of Bank CIMB Niaga need to improve their ability in trust, satisfactionand commitmentwith the bank's customers to become increasingly favored customers.

Pengaruh E-Service Quality terhadap Customer Satisfaction dan Loyalty pada Pengguna Gopay di Indonesia

2020 ◽  
Vol 4 (2) ◽  
pp. 11
Author(s):  
Miranda Berliana ◽  
Dinda Amanda Zulestiana
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Structural Equation Model ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Equation Model

Abstrak: Pada era modern saat ini kemajuan teknologi semakin berkembang pesat dan membawa kita kepada arah basis digital dan mobile. Fenomena tersebut dimanfaatkan oleh industri perbankan untuk berinovasi dalam hal pembayaran secara elektronik yang biasa kita sebut dengan e-money. Uang elektronik muncul dipicu dengan adanya tuntutan dari masyarakat saat ini. Sistem pembayaran yang ada saat ini dituntut untuk dapat melayani setiap kebutuhan masyarakat dalam pemindahan dana dengan efektif dan efisien. Salah satu inovasi yang diluncurkan saat ini adalah Gopay, metode pembayaran berbasis server yang dikeluarkan oleh Gojek Indonesia. Penelitian ini memiliki tujuan yaitu menentukan efek e-service quality pada customer satisfaction dan customer loyalty pelanggan Gopay di Indonesia. Kuesioner dikumpulkan secara online dengan menggunakan google form sebanyak 400 responden. Pengolahan data menggunakan Structural Equation Model (SEM) dengan menggunakan bantuan program AMOS 24. Berdasarkan hasil penelitian ditemukan bahwa e-service quality memiliki pengaruh positif terhadap customer satisfaction, yang dimana customer satisfaction sendiri memiliki pengaruh yang positif terhadap customer loyalty, namun ditemukannya ketidak pengaruhan yang positif bagi e-service quality terhadap customer loyalty.

Electronic Customer Relationship Management (E-CRM) and Customer Loyalty

2022 ◽  
Vol 18 (1) ◽  
pp. 0-0
Keyword(s):  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Service Providers ◽  
Positive Impact ◽  
Equation Model ◽  
Mediating Effect ◽  
Customer Relationship ◽  
The Impact ◽  
The Relationship

This study examined the impact of E-CRM on customer loyalty with the mediating effect of customer satisfaction in the banking industry. Customer satisfaction is important for loyalty because when the customers are satisfied with the services offered by their service providers, the relationship gets stronger which further leads to positive word-of-mouth. The data was collected using purposive sampling from 836 banks’ customers who were using E-CRM services and the data was analyzed using structural equation model (SEM) through AMOS. The results revealed that E-CRM and customer satisfaction had a significant positive impact on customer loyalty and also customer satisfaction partially mediated the relationship between E-CRM and customer loyalty. This study would offer useful acumen to both academicians and marketers and would help the bank managers to improve the quality of the services provided to their customers.

scholarly journals Antecedents of Customers Loyalty towards Go-Jek Service

Telaah Bisnis ◽  
2021 ◽  
Vol 21 (2) ◽  
pp. 69
Author(s):  
Helmy Ilham Nugraha ◽  
Anas Hidayat ◽  
Putra Endi Catyanadika ◽  
Sri Rejeki Ekasasi
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Structural Equation Model ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Equation Model ◽  
Sem Analysis ◽  
Website Design ◽  
Consumer Loyalty ◽  
Purposive Sampling

Service quality is one of the biggest factors in determining consumer loyalty. The aim of this study is to analyze how the Go-Jek service quality an influence customer satisfaction in shaping customer loyalty to the Go-Jek company. This research is quantitative and the variables examined in this study are website design, reliability, trust, customer satisfaction, to support consumer loyalty. This research was conducted in Yogyakarta and the data was collected using a questionnaire based on a Likert-scale, and the taking method uses purposive sampling with 300 respondents. Data were then analyzed using structural equation model (SEM) analysis with the help of WarpPLS software. The results of the study show that the effect of e-service quality on customer loyalty to the Go-Jek company were positive and significant.

scholarly journals Pengaruh Kualitas Produk Terhadap Kepuasan, Reputasi Merek Dan Loyalitas Konsumen Jamu Tolak Angin Pt. Sido Muncul

2011 ◽  
Vol 4 (2) ◽  
Author(s):  
Budi Hermawan
Keyword(s):  
Customer Satisfaction ◽  
Product Quality ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Equation Model ◽  
Chi Square ◽  
Brand Reputation ◽  
Key Factor ◽  
Good Reputation ◽  
Loyal Customers

One of the key factor that PT Sido Muncul concerns about its Jamu Tolak Angin is the customer loyalty. The increase number of loyal customers can be considered as the success of the company’s product amidst the competition. This research is conducted to find out whether the product’s quality influences the customer loyalty through customer satisfaction and brand reputation of the PT Sido Muncul’s Jamu Tolak Angin brand. This research is conducted to retest the model proposed by Fred Selnes (1993), by using the Structural Equation Model (SEM). The sample of this research is 200 persons, collected by judgment sampling. The result of this research shows that customer loyalty is influenced by product quality, customer satisfaction, and brand reputation. Product quality influences customer loyalty through customer satisfaction and brand reputation. The model’s test of this research shows Chi-Square=65.81 (P=0.00026), RMSEA=0.071, GFI=0.94, dan AGFI=0.90. Product quality influences customer loyalty through customer satisfaction and brand reputation by 0.26 and it influences customer loyalty through brand reputation by 0.46. This research shows that good quality product will lead to the increase of customer loyalty and brand reputation of the PT Sido Muncul’s Jamu Tolak Angin brand. Loyal customers are directly influenced by PT Sido Muncul’s Jamu brand, while customer satisfaction doesn’t directly influence customer loyalty. When choosing which jamu product to consume, the customers don’t necessarily choose the product based on the satisfaction of past use but on the brand reputation. Customers think that the jamu brand that has good reputation is suitable for continuous use. This is because customers view jamu as traditional medicine, so the selection should be based on those products who have reliable brand reputation. This result shows that the PT Sido Muncul’s Jamu Tolak Angin brand reputation that has been formed may strengthen the product quality’s influence on creating customer loyalty.

scholarly journals Pengaruh Citra Merek dan Kualitas Produk Terhadap Kepuasan dan Loyalitas Pelanggan

2020 ◽  
Vol 4 (2) ◽  
pp. 231-240
Author(s):  
Eka Sapitri ◽  
Sampurno Sampurno ◽  
Iha Hayani
Keyword(s):  
Customer Satisfaction ◽  
Product Quality ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Goodness Of Fit ◽  
Brand Image ◽  
Equation Modeling ◽  
Probability Sampling ◽  
Purposive Sampling ◽  
T Values

This study aims to determine the effect of brand image and product quality on customer satisfaction which has an impact on customer loyalty, especially for telon oil baby care products. The hypothesis used in this study: Brand Image influences Customer Satisfaction, Product Quality influences Customer Satisfaction, Brand Image influences Customer Loyalty, Product Quality influences Customer Loyalty, Customer Satisfaction influences customer loyalty. Research data were collected using a questionnaire distributed to respondents. The population in this study were mothers who have babies <4 years old who use Cussons Baby Telon Oil in the DKI Jakarta area. The sampling method used in this study is non probability sampling with purposive sampling technique. The number of samples in this study were 133 respondents. Data analysis uses SEM (Structural Equation Modeling) version 8.7 that meets the Goodness of Fit criteria. The results of the study concluded that there is an influence between the variables Brand Image and Product Quality on Customer Satisfaction with t values ​​of 6.89 and 5.68, respectively. The influence of Brand Image and Product Quality on Customer Loyalty with t values ​​of 2.00 and 2.71, respectively. The influence of Customer Satisfaction on Customer Loyalty with a value of t 3.06. Abstrak Penelitian ini bertujuan untuk mengetahui pengaruh citra merek dan kualitas produk terhadap kepuasan pelanggan yang berdampak pada loyalitas pelanggan khususnya untuk produk perawatan bayi minyak telon. Hipotesis yang digunakan dalam penelitian ini: Citra Merek berpengaruh terhadap Kepuasan Pelanggan, Kualitas Produk berpengaruh terhadap Kepuasan Pelanggan, Citra Merek berpengaruh terhadap Loyalitas Pelanggan, Kualitas Produk berpengaruh terhadap Loyalitas Pelanggan, Kepuasan Pelanggan berpengaruh terhadap loyalitas pelanggan. Data penelitian dikumpulkan dengan menggunakan kuesioner yang disebarkan pada responden. Populasi dalam penelitian ini adalah ibu-ibu yang memiliki bayi umur <4 tahun yang menggunakan Minyak Telon Cussons Baby di wilayah DKI Jakarta. Metode pengambilan sampel yang digunakan dalam penelitian ini adalah non probability sampling dengan tehnik pengambilan purposive sampling. Jumlah sampel pada penelitian ini adalah 133 responden. Analisis data menggunakan SEM (Structural Equation Modelling) versi 8.7 yang memenuhi kriteria Goodness of Fit. Hasil penelitian menyimpulkan bahwa adanya pengaruh antar variabel Citra Merek dan Kualitas Produk terhadap Kepuasan Pelanggan dengan nilai t masing-masing 6,89 dan 5,68. Adanya pengaruh Citra Merek dan Kualitas Produk terhadap Loyalitas Pelanggan dengan nilai t masing-masing 2,00 dan 2,71. Adanya pengaruh Kepuasan Pelanggan terhadap Loyalitas Pelanggan dengan nilai t 3,06. Kata Kunci : Citra Merek, Kualitas Produk, Kepuasan Pelanggan, Loyalitas Pelanggan, Cussons, SEM

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