scholarly journals OPTIMALISASI MEMBANGUN BRAND IMAGE TERHADAP CUSTOMER LOYALTY MELALUI CUSTOMER VALUE DAN CUSTOMER RETENTION SEBAGAI VARIABEL INTERVENING

2020 ◽  
Vol 26 (1) ◽  
pp. 268-279
Author(s):  
Ratih Amelia ◽  
Selfitrida Ayani
Keyword(s):  
Customer Loyalty ◽  
Customer Value ◽  
Brand Image ◽  
Customer Retention ◽  
Probability Sampling

Perguruan tinggi swasta pada saat sekarang ini terus dituntut untuk terus melakukan upaya perbaikan baik yang terjadi secara internal dan ekternal. Belum terkenalnya citra kampus menyebabkan perguruan tinggi akan sangat sulit bersaing. Hal inilah yang sering terjadi pada Politeknik Unggul LP3M. Dimana persepsi orang masih menggap kuliah harus di Universitas, Sekolah Tinggi dan Akademi. Kemudian selama ini istilah Politeknik masih asing dibenak orang banyak. Salah satu upaya yang dilakukan manajemen Politeknik Unggul LP3M yaitu dengan memaksimalkan program penerimaan mahasiswa baru melalui pemberian reward atau lebih dikenal dengan istilah member get member (MGM). Fokus utama dalam penelitian ini yaitu untuk menganalisis secara langsung 1) brand image terhadap customer value, 2) menganalisis brand image terhadap customer retention. Selanjutnya menganalisis secara tidak langsung 1) brand image terhadap customer loyalty melalui customer value 4) brand image terhadap customer loyalty melalui customer retention. Pendekatan penelitian ini yaitu analisis jalur. Populasi dalam penelitian ini mahasiswa aktif pada tahun ajaran 2018/2019 pada kampus Politeknik Unggul LP3M yang terdiri dari 5 program studi yang berjumlah 316. Sedangkan metode penentuan sampel dengan non probability sampling yaitu dengan cara accidental sampling. Dimana peneliti mengambil 250 mahasiswa aktif untuk dijadikan sampel. Pengumpulan data menggunakan kuesioner dengan skala likert.Hasil penelitian menunjukkan bahwa secara langsung 1) brand image berpengaruh signifikan terhahadap customer value, 2) brand image berpengaruh signifikan terhahadap customer retention. Sedangkan secara tidak langsung 3) brand image tidak berpengaruh signifikan terhahadap customer loyalty melalui customer value, 4) brand image berpengaruh signifikan terhahadap customer loyalty melalui customer retention.Kata Kunci: Brand Image, Value, Retention, Loyalty

scholarly journals Determinants Of Hotel Consumer Loyalty In South Sumatra

2021 ◽  
Vol 07 (09) ◽  
Author(s):  
Maftuhah Nurrahmi ◽  
Keyword(s):  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Customer Value ◽  
Brand Image ◽  
Positive Impact ◽  
Hypothesis Test ◽  
Equation Modeling ◽  
Analysis Tool ◽  
Consumer Loyalty ◽  
Positive Impression

Describing consumer assessments of Brand Image, CEM, Satisfaction, Customer Value, and Consumer Loyalty in the 3-star hotel industry in South Sumatra and prove whether the modification of the dimensions of each proposed research model can be proven, as well as to the strong research hypotheses is the aim of the research. Inferential is a design used to explain the relationship between variables and describe variables. Research location in South Sumatra, the object of the research is the consumer of 3-star hotels in South Sumatra. The number of star hotels in South Sumatra is 76 hotels, 15 of which are 3-star hotels. The population in this study were all hotel guests from 15 3 star hotels in South Sumatra, the number of which is infinite, the sample was taken about 225 with purposive sampling technique. The research data used are primary data using a questionnaire, the analysis tool used is descriptive statistics supported by SPSS software and analysis of Structural Equation Modeling (SEM) with Lisrel. Hypothesis test states that: Hotel services do not have additional value, even though they are 3-star services still have to be adequate. The consumer loyalty of 3-star hotels in South Sumatra is not yet high, this is because the brand image has not been able to increase consumer loyalty, even though it has been able to give a positive impression on the Customer Value and has a positive impact on Customer Satisfaction. CEM 3-star hotels in South Sumatra are still implemented simply because implementing CEM is expensive. CEM has not increased Customer Loyalty and has not given a positive impression on Customer Value even though it has had a positive impact on Customer Satisfaction. CEM was developed from transactional marketing so that besides being able to further enhance the impressive customer experience, high customer satisfaction, it is also able to increase customer loyalty and customer value.

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

scholarly journals Pengaruh Brand Image, Service Quality, Dan Customer Satisfaction Terhadap Customer Loyalty Sicepat Di Jabodetabek

2021 ◽  
Vol 3 (4) ◽  
pp. 1076
Author(s):  
Kristian Irfansius ◽  
Carunia Mulya Firdausy
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Brand Image ◽  
Social Media Data ◽  
Probability Sampling ◽  
Service Companies ◽  
Convenience Sampling ◽  
Online Stores ◽  
Media Data

The increasing number of online stores in Indonesia makes the use of expedition services more and more. One of these expedition service companies is SiCepat. This study aims to examine whether brand image, service quality, and customer satisfaction have a positive relationship to SiCepat customer loyalty in Jabodetabek. The number of samples used in this study were 100 respondents and used non-probability sampling techniques, especially convenience sampling, where the g-form questionnaire was distributed online through social media. Data analysis was processed using SEM-PLS. The results of this study indicate that brand image has a positive but not significant effect on customer loyalty, while service quality and customer satisfaction have a positive and significant effect on customer loyalty SiCepat in Jabodetabek. Therefore, SiCepat company needs to give serious attention to maintain and improve both service quality and customer satisfaction of the services given to consumers. Meningkatnya toko online di Indonesia membuat penggunaan jasa ekspedisi semakin banyak. Salah satu perusahaan jasa ekspedisi ini adalah SiCepat. Penelitian ini bertujuan untuk menguji apakah brand image, service quality, dan customer satisfaction mempunyai hubungan positif terhadap customer loyalty SiCepat di Jabodetabek. Jumlah sampel yang digunakan dalam penelitian ini yaitu sebanyak 100 responden dan memakai teknik non-probability sampling, khususnya convenience sampling, dimana kuesioner g-form disebarkan secara online melalui media sosial. Analisis data diolah menggunakan SEM-PLS. Hasil penelitian ini menunjukkan bahwa brand image berpengaruh positif tetapi tidak signifkan terhadap customer loyalty, sedangkan service quality dan customer satisfaction berpengaruh positif dan signifikan terhadap customer loyalty SiCepat di Jabodetabek. Oleh karena itu, perusahaan SiCepat perlu memberikan perhatian yang serius untuk menjaga dan meningkatkan baik kualitas pelayanan maupun kepuasan pelanggan atas pelayanan yang diberikan kepada konsumen.

scholarly journals Pengaruh dari Brand Image dan Product Quality melalui Customer Satisfaction sebagai Variabel Mediator terhadap Customer Loyalty

2021 ◽  
Vol 5 (5) ◽  
pp. 488
Author(s):  
Eric Cantona
Keyword(s):  
Data Analysis ◽  
Customer Satisfaction ◽  
Product Quality ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Brand Image ◽  
Equation Modeling ◽  
Probability Sampling ◽  
Analysis Technique ◽  
Positive Effect

The main key to the success of a business or company is none other than customer loyalty. So, the increase in customer loyalty needs to be considered. However, it is necessary to understand in advance what factors can affect the increase in customer loyalty. Customer loyalty can be influenced by several factors, including brand image, product quality, and customer satisfaction. In this research, we will discuss the influence of brand image and product quality on customer loyalty through customer satisfaction as a mediating variable for Shell fuel customers in Jakarta. Sampling using non-probability sampling with a purposive method to obtain appropriate characteristics for researchers. Respondents were 200 Shell fuel customers aged 17 - 50 years and over. The data analysis technique uses structural equation modeling. The results of this study indicate that brand image and product quality have a positive effect on customer loyalty. For the variable customer satisfaction, it can partially mediate brand image and product quality towards customer loyalty. Kunci utama dari kesuksesan suatu bisnis atau perusahaan tidak lain adalah kesetiaan daripada pelanggan. Maka, peningkatan terhadap kesetiaan pelanggan perlu untuk diperhatikan. Namun, perlu dipahami terlebih dahulu faktor-faktor apa saja yang dapat mempengaruhi peningkatkan kesetiaan pelanggan tersebut. Customer loyalty dapat dipengaruhi oleh beberapa faktor antara lain seperti brand image, product quality, dan customer satisfaction. Dalam penelitian ini akan dibahas mengenai pengaruh pengaruh dari brand image dan product quality terhadap customer loyalty melalui customer satisfaction sebagai varibel mediasi pada konsumen BBM Merk Shell di Jakarta. Pengambilan sample menggunakan non-probability sampling dengan metode purposive untuk mendapatkan karakterisik yang sesuai bagi peneliti. Responden merupakan pelanggan BBM Merk Shell berusia 17 – 50 tahun ke atas sebanyak 200 responden. Teknik analisa data menggunakan pemodelan persamaan struktural. Hasil dari penelitian ini memperlihatkan bahwa brand image dan product quality berpengaruh secara positif terhadap customer loyalty. Untuk variabel customer satisfaction dapat memediasi secara parsial brand image dan product quality terhadap customer loyalty.

scholarly journals BRAND IMAGE, CUSTOMER SATISFACTION DAN CUSTOMER LOYALTY JARINGAN SUPERMARKET SUPERINDO DI SURABAYA

2019 ◽  
Vol 13 (1) ◽  
pp. 27-34
Author(s):  
Hatane Semuel ◽  
Julian Wibisono
Keyword(s):  
Customer Satisfaction ◽  
Least Squares ◽  
Partial Least Squares ◽  
Customer Loyalty ◽  
Brand Image ◽  
Probability Sampling

Penelitian ini untuk mengetahui pengaruh Brand Image pada Kepuasan Pelanggan dan Loyalitas Pelanggan pada Supermarket  Superindo di Surabaya. Unit analisis adalah pelanggan Supermarket  Superindo. Penelitian menggunakan 100 responden pelanggan dengan umur lebih besar atau sama dengan 18 tahun, dan pernah berbelanja dalam tiga bulan terakhir pada salah satu supermarket Superindo di Surabaya. Sampel dipilih dengan metode non probability sampling melalui online dengan menggunakan google form.  Analisis data menggunakan Partial Least Squares (PLS). Hasil penelitian menunjukkan bahwa Citra Merek berpengaruh positif secara langsung kepada Loyalitas Pelanggan, juga Citra Merek berpengaruh terhadap Kepuasan Pelanggan. Selanjutnya Kepuasan Pelanggan berpengaruh positif terhadap Loyalitas Pelanggan, serta penelitian ini membuktikan juga bahwa Kepuasan Pelanggan dapat merupakan mediasi antara pengaruh Citra Merek terhadap Loyalitas Pelanggan

PENGARUH NILAI PELANGGAN, INOVASI PRODUK DAN KUALITAS LAYANAN TERHADAP LOYALITAS NASABAH BANK MUAMALAT INDONESIA CABANG MADIUN

2018 ◽  
Vol 1 (1) ◽  
Author(s):  
Binti Mutafarida
Keyword(s):  
Quality Of Service ◽  
Customer Loyalty ◽  
Random Sampling ◽  
Product Innovation ◽  
Customer Value ◽  
Research Method ◽  
Sampling Method ◽  
Descriptive Research ◽  
Independent Variable

The development of sharia banking in Indonesia very rapidly grow up preceded by Bank Muamalat Indonesia and in 2013 ranked as the bank with the highest loyalty and the best among other sharia banking nationally. Bank Muamalat Indonesia branch of Madiun is one of the first branch in Madiun and currently has many competitors from other sharia banking. Based on this background, in this study take what factors affect the size of customer loyalty Bank Muamalat Indonesia branch of Madiun. Based on the result of research, it is found that the level of loyalty of customer of Bank Muamalat of Madiun branch is mostly influenced by product innovation with value of t test value obtained by t-count 2,493, while second factor is influenced by service quality with result of tcount 2,268. So the least influenced factor by the value of the customer is with value of 2.217. This research is a descriptive research method and associative / relationship, this matter to know the value of independent variable. While population of this research is funding customer of Bank Muamalat Indonesia branch of Madiun with amount of 22.196 customer by taking data using random sampling method as much as 108 customer. Keyword: Customer Value, Product Innovation AND Quality Of Service

Pengaruh Kualitas Produk, Kepuasan Pelanggan, Hambatan Beralih Dan Kepercayaan Merek Terhadap Retensi Pelanggan Wardah Kosmetik Di Kabupaten Klaten

2020 ◽  
Vol 17 (2) ◽  
Author(s):  
Amelia Galuh Werdaningrum ◽  
Faizal Ardiyanto
Keyword(s):  
Linear Regression ◽  
Customer Satisfaction ◽  
Multiple Linear Regression ◽  
Product Quality ◽  
Sampling Method ◽  
Customer Retention ◽  
Sampling Technique ◽  
Brand Trust ◽  
Probability Sampling ◽  
Switching Barriers

This research aims to determine the effect of product quality, customer satisfaction, switching barriers, and brand trust on customer retention. The sample in this research was 116 respondents of Wardah Cosmetics customers from Klaten Regency. This research used one of non probability sampling technique which is purposive sampling method. This study is also using multiple linear regression to analyze the collected data. The results in this research are product quality, customer satisfaction, switching barriers, and brand influence customer retention both partially and simultaneously.

FEATURE,NILAI, KEPUASAN DAN LOYALITAS PELANGAN

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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