PENGARUH PERSEPSI KUALITAS DAN CITRA MEREK TERHADAP LOYALITAS PELANGGAN DENGAN KEPERCAYAAN PELANGGAN DAN KEPUASAN PELANGGAN SEBAGAI VARIABEL ANTARA

2019 ◽  
Vol 4 (2) ◽  
pp. 307-316
Author(s):  
Hanim Faizal ◽  
Siti Nurjanah
Keyword(s):  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Brand Image ◽  
Hypothesis Test ◽  
Perceived Quality ◽  
Marketing Strategies ◽  
Product Price ◽  
Marketing Activities ◽  
Place Promotion ◽  
Customer Trust

The objective of this research is to know the effect of perceived quality, brand image towards customer loyalty through customer trust and customer satisfaction as intervening variables. The research model is the quantitative approach through a survey of 170 Mazda customers across 17 Dealers in Java, Kalimantan & Sulawesi. The sampling method is purposive sampling. The hypothesis test result shows that there is significant effect between perceived quality and brand image towards customer trust. And there is significant effect between perceived quality and brand image towards customer satisfaction. There is no significant effect between perceived quality towards customer loyalty and there is no significant effect between customer trust towards customer loyalty. But there is significant effect between brand image towards customer loyalty and there is significant effect between customer satisfaction towards customer loyalty. Based on the result, the company need to do marketing strategies by using 6P’s (People, Payplan, Product, Price, Place, Promotion) in order to enhance the positive impression of perceived quality and build customer trust through marketing activities to make a customer loyal to use Mazda car in Indonesia. Keywords: perceived quality, brand image, customer trust, customer satisfaction, customer loyalty

scholarly journals Pengaruh citra merek, persepsi kualitas produk dan persepsi harga pada kepuasan pelanggan serta dampaknya terhadap loyalitas pelanggan

2019 ◽  
Vol 2 (2) ◽  
pp. 117-126
Author(s):  
Agustinus Dwi Kristianto ◽  
Triyono Arief Wahyudi
Keyword(s):  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Significant Influence ◽  
Brand Image ◽  
Hypothesis Test ◽  
Perceived Quality ◽  
Male And Female ◽  
Quality Product

The purpose of this study is to build a model that explains various interactions between brand image, perceived quality, perceive price, customer satisfaction, and customer loyalty as well as empirical proof of the model that has been developed. This study through a survey of 120 male and female respondents aged 17-50 years and has been consuming the product in the last 3 months. This study model will be analyzed using SEM and data from the survey is processed using SPSS 20. The result of the hypothesis test shows that there is significant influence between brand image, perceive of quality product and perceive price on customer satisfaction. Also, there is a significant influence on customer satisfaction on customer loyalty.

scholarly journals THE IMPACT OF MARKETING MIX ON CUNSOMER SATISFACTION AND CUSTOMER LOYALTY ON AQUA PRODUCTS

2020 ◽  
Vol 4 (2) ◽  
pp. 83-103
Author(s):  
Primawati Hayuningtyas
Keyword(s):  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Marketing Mix ◽  
Water Industry ◽  
Product Price ◽  
Campus Environment ◽  
Bottled Drinking Water ◽  
Place Promotion ◽  
Water Companies ◽  
The Impact

Almost every company in Indonesia carries out a variety of strategies to be competitive. In the Bottled Drinking Water Industry, the result of a research carried out by Mandiri Industry Update (2015) indicated the existence of intense competition, with more than 500 bottled water companies, of which 60% were mostly local players. This should be a concern for Danone Group with the AQUA brand that currently still dominates the market. AQUA must continue to maintain its market share by finding ways to provide satisfying products to costumers in order to encourage loyalty so that AQUA can survive in the competition. This study was chosen based on the researcher's interest in the effect of satisfaction felt by costumers on costumer loyalty to AQUA products. In this case, the Marketing Mix (product, price, place, promotion) forms the factors that lead to costumer satisfaction and loyalty (Wahab et al, 2016). This study was conducted in the campus environment of Airlangga University with as many as 80 students. The results of this study using empirical data indicated that the marketing mix variables consisting of product, price, promotion, place had a positive and significant effect on customer satisfaction, and customer satisfaction has a positive and significant effect on costumer 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 Influential Factors on Customer Loyalty of La Moosh (Café), Hyderabad, Pakistan: An Empirical Approach

2020 ◽  
pp. 15-25
Author(s):  
Zuhaib Khokhar ◽  
Ramima Khokhar
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Brand Image ◽  
Positive Impact ◽  
Influential Factors ◽  
Independent Variables ◽  
Strongly Agree ◽  
Customer Trust ◽  
Relationship Of

Customers are the kings of any enterprise. They are considered as the backbone behind the triumph of a company. This is the quantitative and correlational research in nature. It aims at identifying the most influential factors or elements that can bring about impacts on customer loyalty. The most influential factors came out to be our service quality, customer satisfaction, customer trust and brand image have an impact on the loyalty of customers. The elements like service quality, customer satisfaction, customer trust and brand image are independent variables, whereas the dependent variable only includes customer loyalty. The targeted population is comprised of all those people and customers who visit La Moosh (Café), Hyderabad, Pakistan. For a collection of data, a closed-ended 5-point likert scale was established (from strongly disagree to strongly agree). A sample of 250 questionnaires was distributed and administered in IBM SPSS version 25. Three major tests are entertained for analysis such as factor analysis, reliability analysis (Cronbach’s Alpha) test and regression analysis test. Findings show that there is a significant and direct relationship of independent variables including service quality, customer satisfaction, customer trust and brand image on the dependent variable i.e. customer loyalty on La Moosh, Hyderabad, Pakistan. Therefore, it was recommended to enhance all the variables (service quality, customer satisfaction, customer trust and brand image) that have a significant positive impact on customer loyalty.

PENGARUH PERSEPSI KUALITAS DAN PROMOSI TERHADAP KEPUASAN PELANGGAN SERTA DAMPAKNYA PADA LOYALITAS PELANGGAN

2019 ◽  
Vol 4 (3) ◽  
pp. 371-380
Author(s):  
Riza Meilani ◽  
Triyono Arief Wahyudi
Keyword(s):  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Research Methodology ◽  
Quantitative Research ◽  
Hypothesis Test ◽  
Secondary Data ◽  
Perceived Quality ◽  
Primary Data ◽  
Positive Effect ◽  
Quality Promotion

This research aims to know the influence of perceived quality and promotion on customer satisfaction and its impact on customer loyalty. This research used secondary data and primary data. The researcher employed the quantitative research methodology. The data was analyzed by using SPSS 21 for 250 respondents who had purchased and had consumed products doughnut xyz. The result of hypothesis test show, there were a significant and positive effect of perceived quality and promotion on customer satisfaction and also there were a significant and positive effect of customer satisfaction on customer loyalty. Keywords: perceived quality, promotion, customer satisfaction, customer loyalty

scholarly journals Factors Affecting Customer Loyalty in Banking Sector of Hyderabad, Pakistan: A Study on Conventional and Islamic Banking

2019 ◽  
pp. 1-16
Author(s):  
Zuhaib Khokhar ◽  
Iqra Laghari ◽  
Muhammad Qasim Lakhani
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Banking Sector ◽  
Brand Image ◽  
Linear Regression Analysis ◽  
Sampling Technique ◽  
Islamic Banking ◽  
Independent Variables ◽  
Customer Trust

Customers are the prime means for any company or an organization to be successful. Customer loyalty plays a very crucial role in the success of an organization. This research is based on identifying the factors that affect the loyalty of customers in Conventional and Islamic Banking. A sample of 200 respondents were selected which further classified into Conventional and Islamic Banking. There were 143 respondents of conventional banking (including 80 male and 63 female), whereas Islamic banking includes 57 respondents in which male and female accounts for 37 and 20 respectively. The data was collected using Convenience Random Sampling Technique and then transacted into software known as IBM SPSS Statistics version 21. Major four (4) tests were done such as Factor Loading (Confirmative Factor Analysis: CFA), Reliability (Cronbach’s Alpha), t-Test and finally Linear Regression Analysis. There are two (2) variables such as Independent Variables and Dependent Variable. Independent Variables include service quality, customer satisfaction, customer trust, and brand image. Dependent Variable includes only customer loyalty. The data was collected using questionnaire as an instrument for collecting data; the questionnaire contains both closed-ended and open-ended questions. There are five (5) construct in the study and each possesses five (5) items and open-ended questions contain three (3) questions. Data was analyzed using the SPSS software. The results show that there is positive significant relationship of service quality, customer satisfaction, customer trust, and brand image on customer loyalty of both conventional and Islamic banking. Based on findings, it was recommended to prohibit interest (Riba) from banking sectors whether they are conventional or Islamic, there is a need to train employees to behave properly with their customers, and time incurred in transactions should be improved and counters should be increased because of rush of people in banks.

scholarly journals PENGARUH CITRA MEREK DAN KUALITAS PELAYANAN TERHADAP LOYALITAS PELANGGAN MELALUI VARIABEL KEPUASAN PELANGGAN

2020 ◽  
Vol 3 (2) ◽  
Author(s):  
Januar Habibi Mahsyar
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Brand Image ◽  
Hypothesis Test ◽  
Significance Level ◽  
Delivery Services ◽  
Image Variables ◽  
Postal Mail ◽  
Positive Effect

Abstract�PT Pos Indonesia (Persero) as a State-Owned Enterprise (BUMN) which carries out the mission of postal mail and postal parcel courier services in Indonesia with premium products, Special Express Post is a delivery service with a maximum travel time of 4 days that reaches the recipient quickly, precise, safe and reach all parts of Indonesia. One strategy to foster customer satisfaction that leads to customer loyalty is the formation of a brand image and the best possible service quality in the minds of postal customers.The research method used in this research is descriptive verification with a quantitative approach, to determine the significant relationship between the variables of brand image, service quality to customer satisfaction and customer loyalty. The population in this study were customers of the Kuningan Post Office, users of special express mail delivery services, amounting to 1,769. Techniques and data sources were obtained from literature studies and questionnaires to 298 respondents who were designated as samples with a significance level of 5%.The results of the hypothesis test indicate that the variables of brand image and service quality partially have a positive and significant effect on customer satisfaction. Customer satisfaction variables partially have a positive and significant effect on customer loyalty. Brand image variables partially have a positive and significant effect on customer loyalty. Service quality variable partially does not have a significant effect on customer loyalty. Simultaneously, brand image and service quality have a positive effect on customer satisfaction and loyalty.�Keywords: Brand Image; Service Quality, Customer Satisfaction, Customer Loyalty.

scholarly journals PENGARUH KEPUASAN PELANGGAN, BRAND IMAGE, DAN KEPERCAYAAN PELANGGAN TERHADAP LOYALITAS PELANGGAN PADA MEMBERCARD

2020 ◽  
pp. 19-28
Author(s):  
Dwi Apriliani ◽  
Nikmah Baqiyyatus S ◽  
Rizka Febila ◽  
Vicky F. Sanjaya
Keyword(s):  
Data Collection ◽  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Research Method ◽  
Brand Image ◽  
Sampling Technique ◽  
Questionnaire Data ◽  
Validity And Reliability ◽  
Insignificant Effect ◽  
Customer Trust

This research was conducted to determine the effect of satisfaction, brand image and trust on customer loyalty at member cards. This research method uses questionnaire data collection techniques with the respondent data of 100 people. The process of distributing questionnaires to respondents was carried out online and publicly. This type of research sampling technique used in this study is purposive sampling. Meanwhile, to test the data using validity and reliability tests. In testing the validity using the validity of the construction. This research was analyzed with the help of the smart PLS program. The results of the analysis obtained show that the customer satisfaction variable has a positive and significant effect on customer loyalty at member cards. Meanwhile, brand image has a negative and insignificant effect on customer loyalty to member cards and the variable customer trust also has a negative and insignificant effect on customer loyalty to member cards.

scholarly journals PENGARUH KEPUASAN PELANGGAN, BRAND IMAGE, DAN KEPERCAYAAN PELANGGAN TERHADAP LOYALITAS PELANGGAN PADA MEMBERCARD

2020 ◽  
Vol 1 (1) ◽  
pp. 20-30
Author(s):  
Dwi Apriliani ◽  
Nikmah Baqiyyatus S ◽  
Rizka Febila ◽  
Vicky F. Sanjaya
Keyword(s):  
Data Collection ◽  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Research Method ◽  
Brand Image ◽  
Sampling Technique ◽  
Questionnaire Data ◽  
Validity And Reliability ◽  
Insignificant Effect ◽  
Customer Trust

This research was conducted to determine the effect of satisfaction, brand image and trust on customer loyalty at member cards. This research method uses questionnaire data collection techniques with the respondent data of 100 people. The process of distributing questionnaires to respondents was carried out online and publicly. This type of research sampling technique used in this study is purposive sampling. Meanwhile, to test the data using validity and reliability tests. In testing the validity using the validity of the construction. This research was analyzed with the help of the smart PLS program. The results of the analysis obtained show that the customer satisfaction variable has a positive and significant effect on customer loyalty at member cards. Meanwhile, brand image has a negative and insignificant effect on customer loyalty to member cards and the variable customer trust also has a negative and insignificant effect on customer loyalty to member cards.

scholarly journals THE INFLUENCE OF PRODUCT QUALITY , PRICE PERCEPTION AND BRAND IMAGE ON SATISFACTION AND CUSTOMER LOYALTY HOLCIM CONCRETE READYMIX IN JAKARTA

2016 ◽  
Vol 7 (2) ◽  
pp. 345
Author(s):  
Sita Budiastari
Keyword(s):  
Customer Satisfaction ◽  
Product Quality ◽  
Customer Loyalty ◽  
Brand Image ◽  
Product Price ◽  
Price Perception ◽  
Perceived Price ◽  
Ready Mix Concrete

The purpose of this research is to find a picture of the effect of product quality , price perception and brand image on satisfaction and customer loyalty ready mix concrete in Jakarta . This research is a quantitative study with descriptive and causal methods undertaken at Holcim Beton in 2013 with a sample of 100 customers in Jakarta and its surrounding the industrial and commercial segments project . Data collection by questionnaire respondents and analyzed using path analysis with SPSS version 20.0. The results of the study concluded that ( 1 ) product quality does not effect to customer satisfaction ( 2 ) Perception price positive and significant effect on customer satisfaction, ( 3 ) Brand Image does not have an influence on customer satisfaction, ( 4 ) all independent variables , quality of products , Perception price and a positive brand image and significant consequences for the dependent variable Customer satisfaction, with the value of determination of 50%, while 50% are influenced by other variables ( 5 ) Product Quality and significant effect on customer loyalty through customer satisfaction, ( 6 ) Perceived Price does not effect on loyalty through customer satisfaction, ( 7 ) brand image have effect and siginikan loyalty through customer satisfaction, ( 8 ) Dependent variable of product quality , price perception and brand image together and significant effect on customer loyalty through customer satisfaction, with value of determination of 77.4 %, and 22.6 % are influenced by other factors. The findings recommend that Holcim aims to improve product quality , perceived price and brand image to increase loyalty through customer satisfaction . It is also recommended to Holcim for increase of services and information to customers in order for increase customer satisfaction and loyalty.   Keywords: quality of product, price perception, brand image, customer satisfaction, customer loyalty, ready mix concrete, Holcim in

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