scholarly journals Analisis Pengaruh Kualitas Produk, Harga, dan Citra Merek Terhadap Kepuasan dan Loyalitas Konsumen Safina Fried Chicken

2017 ◽  
Vol 26 (01) ◽  
pp. 59-77
Author(s):  
Didip Diandra
Keyword(s):  
Customer Satisfaction ◽  
Product Quality ◽  
Customer Loyalty ◽  
Significant Influence ◽  
Analytical Method ◽  
Sampling Method ◽  
Brand Image ◽  
Research Use ◽  
Path Coefficient ◽  
Path Coefficient Analysis

This research aims to analyze of the influence Product Quality, Price, and Brand Image to Customer Satisfaction and the effects to Customer Loyalty on Safina Fried Chicken at Cipinang Muara Jatinegara. Purposive sampling method has been selected to obtain data requires at this study. The research use 50 respondents and respondent’s entire customer Safina Fried Chicken at Cipinang Muara. Path Coefficient analysis used as analytical method in this research. The result of this research shows that: Product Quality, Price, and Brand Image have significant influence on Customer Satisfaction and finally affect the Customer Loyalty simultaneously and partially. The only have dominant influenced to customer satisfaction among all variables was brand image.

scholarly journals PENGARUH BRAND IMAGE KARTU IM3 INDOSAT TERHADAP KEPUASAN LAYANAN DAN LOYALITAS PELANGGAN (Studi pada PTN dan PTKIN di Kota Malang)

IQTISHODUNA ◽  
2017 ◽  
Vol 12 (1) ◽  
pp. 9-18
Author(s):  
Virgistira Mulya Hutami ◽  
Yayuk Sri Rahayu
Keyword(s):  
Data Collection ◽  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Significant Influence ◽  
Sampling Method ◽  
Brand Image ◽  
Personal Identification ◽  
Quantitative Approach ◽  
Service Satisfaction ◽  
The Status

The study aims to determine the effect of brand image IM3 to loyalty, either directly or indirectlythrough the satisfaction. This research used a quantitative approach and the respondents which the customersof Indosat IM3 on four Universities in Malang . The data collection used accidental sampling method. Pathanalysis was used to test and analyze hypotheses by considering the classical assumption test. The resultsof the study showed that the brand image significantly affect the service satisfaction and customer loyalty.Indicators of Brand image contributed 47.5% to total customer satisfaction. Meanwhile satisfaction accountedfor 30.7% of customer loyalty. Two indicators of brand image consist of guarantees and social identificationhas no significant effect on customer satisfaction. While, two other indicators of brand image consist ofpersonal identification and status has a significant influence on customer satisfaction. From path analysisknown that there is indirectly influence of the status of personal identification to loyalty through customersatisfaction.

scholarly journals Analisis Faktor-Faktor yang Mempengaruhi Loyalitas Pelanggan Pasar dengan Kepuasan Sebagai Variabel Intervening di Toko Abang-Adik

2019 ◽  
Vol 4 (2) ◽  
pp. 363
Author(s):  
Nurintan Asyiah Siregar
Keyword(s):  
Customer Satisfaction ◽  
Product Quality ◽  
Customer Loyalty ◽  
Random Sampling ◽  
Sampling Method ◽  
Brand Image ◽  
Simple Random Sampling ◽  
The Relationship ◽  
North Sumatra ◽  
Positive Effect

<p><em>The purpose of this study was to determine the effect of product quality and brand image on customer loyalty with customer satisfaction as an intervening variable. The study was conducted at Abang-Adik Store in Rantauprapat City, North Sumatra. The population used was all shop customers with a simple random sampling method obtained by 98 final samples. Path analysis with the SPSS Version 22 program is used for data processing. The results of the study prove that product quality and brand image have a positive effect on customer loyalty, product quality and brand image have a positive effect on customer satisfaction, customer satisfaction has a positive effect on customer loyalty. The results of the study also prove that customer satisfaction is an intervening variable on the relationship between product quality and brand image with customer loyalty.</em></p><p> </p><p>Tujuan penelitian ini adalah untuk mengetahui pengaruh kualitas produk dan brand image terhadap loyalitas pelanggan dengan kepuasan pelanggan sebagai variabel intervening. Penelitian dilakukan pada Toko Abang-Adik di Kota Rantauprapat Sumatera Utara. Populasi yang digunakan adalah seluruh pelanggan took dengan metode simple random sampling didaperoleh 98 sampel akhir. Analisis jalur dengan program SPSS Versi 22 digunakan untuk pengolahan data. Hasil penelitian membuktikan bahwa kualitas produk dan brand image berpengaruh positif terhadap loyalitas pelanggan, kualitas produk dan brand image berpengaruh positif terhadap kepuasan pelanggan, kepuasan pelanggan berpengaruh positif terhadap loyalitas pelanggan. Hasil penelitian juga membuktikan bahwa kepuasan pelanggan sebagai variabel intervening terhadap hubungan antara kualitas produk dan brand image tdengan loyalitas pelanggan.</p>

scholarly journals BRAND IMAGE, PRICE PERCEPTION AND QUALITY OF KECAP ABC PRODUCTS INFLUENCE ON CUSTOMER LOYALTY THROUGH CUSTOMER SATISFACTION IN GIANT KEDUNGSARI SURABAYA

2021 ◽  
Vol 8 (01) ◽  
pp. 39-48
Author(s):  
Rosita Oktafiani ◽  
Ida Bagus Cempena
Keyword(s):  
Customer Satisfaction ◽  
Product Quality ◽  
Customer Loyalty ◽  
Significant Influence ◽  
Brand Image ◽  
Linear Regression Analysis ◽  
Multiple Linear Regression Analysis ◽  
Survey Method ◽  
Price Perception ◽  
Customer Satisfaction And Loyalty

This study aims to determine whether there is an influence between the variables of Brand Image, Price Perception, Product Quality on Customer Loyalty through Customer Satisfaction at Giant Surabaya. Thisresearch method is explanatory research with hypothesis testing. The population in this study are the visitors who shop for Giant Kedungsari Surabaya, with sample of 100 computed by Slovin formula. Data collected by using a survey method with questionnaire as instrument. The analysis technique used is multiple linear regression analysis and t-test for test the hypothesis. The results of the study show that brand Image has a significant influence on Customer Satisfaction, Brand Image has no significant influence on Customer Loyalty, Price perception has a significant effect on customer satisfaction and loyalty, Product quality has a significant influence on customer satisfaction, but has no significant effect on customer loyalty, Customer Satisfaction has a significant influence on Customer Loyalty. This indicates that to increase customer satisfaction and loyalty, a good brand image, low price perception, good product quality, is needed.

Faktor-Faktor Terpenting Yang Mempengaruhi Kepuasan dan Loyalitas Pelanggan Pengguna Jaringan 4G di Denpasar

2020 ◽  
Vol 17 (1) ◽  
pp. 57
Author(s):  
Silviana Melda Kolo ◽  
Gede Sri Darma
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Product Quality ◽  
Customer Loyalty ◽  
Significant Influence ◽  
Random Sampling ◽  
Sampling Method ◽  
Quality Product ◽  
System Technique ◽  
Customer's Loyalty

The purpose of this study is to find out and analyze the effect of product quality and service quality to customer satisfaction, to find out and analyze the effect of quality product and service quality to customer loyalty of Tekomsel’s 4G network user in Denpasar. This study uses primer data in the form of quisioner data distributed to Telkomsel’s 4G network user in Denpasar. By using this random sampling method, then obtained amount of counted 100 samples. The analyis technique used is PLS (Partial Least System (technique). The reserach shows that (1) The product quality has significant influence to the customer’s satisfaction (2) the service quality has significant influnce to the customer’s satisfaction (3) the product quality has significant influence to the customer’s loyalty (4) the service quality has significant influence to the customer’s loyalty (5) the customers satisfacion has significant influence to the customer’s loyalty.              

scholarly journals PENGARUH DISTRIBUSI, LAYANAN PURNA JUAL, CITRA MEREK DAN FANATISME MEREK TERHADAP LOYALITAS PELANGGAN DENGAN KEPUASAN PELANGGAN SEBAGAI VARIABEL INTERVENING PADA KONSUMEN MOBIL MEREK TOYOTA DI BANJARMASIN

2018 ◽  
Vol 4 (3) ◽  
Author(s):  
Abul Hasan Asy'ari
Keyword(s):  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Significant Influence ◽  
Brand Image ◽  
Correlational Research ◽  
Service Brand ◽  
Image Variables

Abstract: This study aims to determine the effect of distribution variables, after sales service, brand image and brand fanaticism on customer loyalty of Toyota brand cars with customer satisfaction as an intervening variable. This research is a correlational research with the population is all people who own and use Toyota cars that qualify the requirements of the respondents. The sample in this study were 100 respondents. The results show that (1). Simultaneous distribution variables, after sales service, brand image and brand fanaticism have a significant effect on customer satisfaction and customer loyalty. (2). Partially the Distribution and Brand Image variables have no significant effect on Customer Loyalty, While After Sales Service, Brand Fanaticism and Customer Satisfaction variables have a significant influence on Customer Loyalty Keywords: distribution, after sales service, brand image, brand fanaticism, customer loyalty Abstrak: Penelitian ini bertujuan untuk mengetahui pengaruh variabel Distribusi, Layanan Purna Jual, Citra Merek dan Fanatisme Merek terhadap Loyalitas Pelanggan mobil merek Toyota dengan Kepuasan Pelanggan sebagai variabel Intervening. Penelitian ini merupakan penelitian korelasional dengan populasi adalah seluruh masyarakat yang memiliki dan menggunakan mobil Toyota yang memenuhi syarat sebabagai responden. Sampel dalam penelitian ini adalah 100 responden. Hasil penelitian menunjukkan bahwa (1). Seacara simultan variabel  Distribusi, Layanan Purna Jual, Citra Merek dan Fanatisme Merek berpengaruh signifikan terhadap Kepuasan Pelanggan dan Loyalitas Pelanggan. (2). Secara parsial variabel Distribusi dan Citra Merek tidak berpengaruh signifikan terhadap Loyalitas Pelanggan, Sedangkan variabel Layanan Purna Jual, Fanatisme Merek dan Kepuasan Pelanggan berpengaruh signifikan terhadap Loyalitas Pelanggan Kata kunci : distribusi, layanan purna jual, citra merek, fanatisme merek, loyalitas pelanggan

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 Influence of Product, Restaurant Atmosphere, Customer Value, and Customer Loyalty through Customer Statisfacation as Mediation (Case study on Choie Dimsum Surabaya)

2021 ◽  
Vol 2 (4) ◽  
pp. 244-250
Author(s):  
Romadini Antikasari ◽  
Agus Baktiono ◽  
I Gede Arimbawa ◽  
Elok Damayanti
Keyword(s):  
Customer Satisfaction ◽  
Product Quality ◽  
Customer Loyalty ◽  
Significant Influence ◽  
Customer Value ◽  
Partial Least Square ◽  
Least Square ◽  
Analysis Technique

The purpose of this study was to analyze the effect of product quality, restaurant atmosphere, and customer value on customer satisfaction and customer loyalty. This type of research is quantitative. The population of this study were 95 respondents who bought at Surabaya Choie Dimsum. The analysis technique used is Partial Least Square (PLS). Data was obtained from questionnaires and tested with the SmartPLS 3.0 application. The results of this study indicate that product quality, restaurant atmosphere, and customer value have a positive and significant influence on customer satisfaction and customer loyalty. And customer satisfaction has a positive and significant influence on 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

scholarly journals Model Peningkatan Loyalitas Pelanggan dengan Pengujian terhadap Servicescape, Kualitas Pelayanan dan Kepuasan Pelanggan

2018 ◽  
Vol 11 (2) ◽  
pp. 181
Author(s):  
Marno Nugroho ◽  
Sahrul Romadhon
Keyword(s):  
Customer Satisfaction ◽  
Product Quality ◽  
Customer Loyalty ◽  
Price Competition ◽  
Sampling Method ◽  
Sampling Techniques ◽  
Fashion Industry ◽  
Innovative Strategies ◽  
Market Leader ◽  
Improve Service Quality

In the era of globalization, the development of the fashion world with a variety of models and designs is increasing very rapidly. This condition has triggered a cycle of changing the style of dress that is dynamic, especially in the watch fashion industry. In addition to referring to the time the watch can also give a distinctive impression to the wearer. The sampling method is carried out using non probability sampling techniques by means of purposive sampling. By wearing a watch we can look more elegant. With a fairly large number of competitors, triggering the clock shop to focus on product quality and price competition, but the competition is not enough because there are still many aspects that can be used by the clock store to win the competition and become a market leader. Innovative strategies are needed to survive and win the competition, including strategies to improve service quality and rearrange Servicescape in this regard with regard to customer satisfaction and customer loyalty.

scholarly journals A Review of Customer Loyalty: An emperical study at CV Bintang Jaya Abadi

2021 ◽  
Vol 1 (2) ◽  
pp. 161-182
Author(s):  
Nora sari Liandy
Keyword(s):  
Customer Satisfaction ◽  
Product Quality ◽  
Customer Loyalty ◽  
Business Performance ◽  
Sampling Method ◽  
Linear Regression Analysis ◽  
Multiple Linear Regression Analysis ◽  
Customer Perception ◽  
Data Measurement ◽  
Different Types

The number of different types of businesses that are starting to emerge in Indonesia shows that business development is now accelerating. As a result of the recent increase in the number of enterprises, a lot of businesses will confront strong rivalry in every aspect of their operations in today's market. As a result, every company must be adept and compete fiercely when dealing with competition. However, the predominant problem that could effects the company sustain is through there product quality, customer perception of price as well as customer satisfaction which could effect the customer loyalty. In aim to learn more about this issue, this reseacrh is intended to investigate the effects of product quality, perception of price and customer satisfaction on customer loyalty at CV Bintang Jaya Abadi, Medan. By using a quantitative approach, the sampling method is done by using the Lemeshow formula. Thus, the samples that were taken are 96.04 = 100 respondents. In analyzing all the data, SPSS 25.0 was being conducted in this research and the data was collected by distributing online questionnaires, the data measurement used the 5-point Likert scale to measure all (19) indicators. Besides that, multiple linear regression analysis was utilized in this reseacrh. Based on the results of this reseacrh, it shows that the Product quality (X1) and Customer Loyalty (Y) variables have negative and no significant effect. However, Perception of Price (X2), Customer Satisfaction (X3) and Customer Loyalty (Y) variables have positive and significant effect. This indicates that enterprise should take this factors in implementing the decision or technique towards the business performance in order to achieve the maximum results aswell as to improve the company development.

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