scholarly journals The Role of Brand Loyalty & Image Development Integrated with Brand Awareness, Service Quality, Product Strategy & Price Strategy: An Persfective Asia

2021 ◽  
Vol 6 (1) ◽  
pp. 1
Author(s):  
M. Harlie ◽  
Periyadi - ◽  
Rizka Zulfikar ◽  
Yudi Permana
Keyword(s):  
Service Quality ◽  
Brand Loyalty ◽  
Positive Impact ◽  
Corporate Image ◽  
Brand Awareness ◽  
Price Strategy ◽  
Product Strategy ◽  
Quality Product ◽  
A Company ◽  
Awareness Service

Loyalty consumers of a brand are a central part of sales, and it has forced a company in the form of goods & services to evaluate its performance. Thus, a company strives to always have customers who have high brand loyalty in order to remain excess in the competition. However, the implementation is not as easy as the implementation, the competition is very hard, still, sudden and unexpected at this time does not automatically leave the old pattern of service to consumers can be abandoned. This shows that most goods and service companies are internally slow in implementing sales theory which results in loyal customers still far from expectations. This study aims to examine how factors such as brand awareness, service quality, product strategy and price strategy affect corporate image and brand loyalty of corporate organizations in the form of goods & services located in developing countries. The findings from the structural equation model analysis tested by end users consisting of 187 (one hundred and eighty seven) selected consumers in Eastern Indonesia prove that the application of sales theory in terms of brand awareness, service quality, product strategy and price strategy has a significant & positive impact on image, company and brand loyalty. This research underlies the importance of having a customer base that has high brand loyalty which can increase trade, attract new customers and the company quickly responds to competitors' movements for other evaluations and for future competitive advantages.

THE IMPACT OF SERVICE QUALITY ON BRAND LOYALTY OF DTAC SELULER SERVICE USERS

2017 ◽  
Vol 9 (1) ◽  
Author(s):  
Debby Arisandi
Keyword(s):  
Service Quality ◽  
Customer Service ◽  
Service Provider ◽  
Brand Loyalty ◽  
Service Industry ◽  
Positive Impact ◽  
Relevant Literature ◽  
Field Research ◽  
Main Research ◽  
The Impact

<p>Purpose- In the GSM seluler telephony sector, the main condition for protecting the subscriber base is to win customer to be loyalty, a key necessity for the maintenance of a brand loyalty in the long term. To achieve this aim, service quality must be measured and identified. This paper’s aim is to measure the effects of service quality towards brand loyalty on DTAC seluler service provider. This study will explore the relationship between service quality and brand loyalty in the seluler service industry.</p><p>Design/methodology/approach- The main research target sample covered 200 seluler phone users in Prince of Songka University, Hatyai campus. Field research was conducted. The questionnaire was formed by a synthesis of existing constructs in relevant literature. Reliability tests, descriptive statistic, and regressions analyses were performed to both confirm scale reliability and answer the research questions. The data were analysed by moderated regression analysis to test the hypotheses.</p><p>Findings- The findings of this study show that an overall service quality directly affects brand loyalty. Network quality, customer service, pricing structure and billing system are the service quality dimensions that have significant positive influence on brand loyalty, which in turn has a significant positive impact on brand loyalty 43,5%. Therefore, it plays a crucial role in winning customer loyalty.</p><p>Originality/value- It is of great importance for seluler operators in a mature market such as that of Thailand, to understand what the drivers of brand loyalty are. The present study produced useful findings, which can be utilized by seluler service provider managers, in their effort to develop and implement successful brand loyalty strategies. With respect to the findings, pricing structure has the most importance than others dimensions of service quality which provides positive outcomes on brand loyalty, not only in the present but also in the future. So, the effect of pricing structure on brand loyalty becomes greater than the effect of others dimenstions of service quality. Therefore, any GSM operator who wishes to preserve its existing subscriber base should concentrate on winning its subscribers’ loyalty, especially for DTAC.</p>Keywords- Seluler Services, Brand Loyalty, Service Quality

scholarly journals THE CONSUMER BEHAVIOR TOWARD ONLINE TRAVELLING AGENCY (OTA): EVIDENCE FROM INDONESIA

2020 ◽  
Vol 7 (1) ◽  
pp. 20-29
Author(s):  
Hilarius Bambang Winarko ◽  
Asmaul Husna
Keyword(s):  
Consumer Behavior ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Brand Loyalty ◽  
Statistical Tests ◽  
Perceived Value ◽  
Corporate Image ◽  
Factors Affecting ◽  
Customer Expectation ◽  
Online Travel

Purpose of the study: This study aims to examine five proposed research models and understand the factors affecting customer expectation, service quality, perceived value, customer satisfaction, and brand loyalty in Online Travel Agent (OTA) companies. This study also evaluates the general feelings of the customers whether they feel satisfied or not with OTA products and/or services. Methodology: The research method of this study used a quantitative approach and analyzed the acquired data by using single and multiple linear regression techniques. The service quality, customer expectation, corporate image, perceived value, customer satisfaction, known as predictor variables that affect the dependent variable of brand loyalty. Main Findings: From the statistical tests conducted in this study, it reveals that only one out of all eleven hypotheses were not accepted. Surprisingly it reveals that the customers keep purchase hotel and/or flight tickets from online travel booking sites no matter its service quality. Customer satisfaction and corporate image were influenced more significantly rather than its service quality. Implication: This study evaluates all customers past purchasing behaviors of the hotel and/or flight tickets purchased through OTA, and the result was valid, thus it can be used to reflect on how Indonesian OTA’s products and services may improve the customer satisfaction through their marketing program in the future. Novelty/Originality of this study: There have been problems that might found in Indonesian OTAs that may lower its customer satisfaction level toward the traveling industry. However, there was only a limited number of OTA research studies conducted for the Indonesia market to understand its online consumer behavior. Therefore this study was conducted to explore the plausible factors that cause the problem.

scholarly journals Customer satisfaction low cost carrier: stimulus and its consequences

2018 ◽  
Vol 22 (1) ◽  
Author(s):  
Sri Vandayuli Riorini ◽  
Christina Catur Widayati
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Organizational Performance ◽  
Brand Loyalty ◽  
Low Cost ◽  
Corporate Image ◽  
Equation Modeling ◽  
Price Fairness ◽  
Airline Safety ◽  
Low Cost Carrier

Airline industries are currently faced with challenges to satisfy consumers in order to improve organizational performance. The purpose of this study is to analyze service quality, corporate image, price fairness, and airline safety as a stimulus of customer satisfaction and its impact on brand loyalty. Samples data of 350 Low Cost Carrier/LCC passengers in Indonesia were collected and purposive sampling technique was used to analyze the developed hypothesis. Further data is processed with Structural Equation Modeling technique. The results of the study found that the stimulus of customer satisfaction of LCC is service quality, corporate image, price fairness, and airline safety. Furthermore, customer satisfaction will provide consequences for airline brand loyalty. The study also found that corporate image is the strongest factor affecting customer satisfaction. For further research, it is suggested to add customer value as a stimulus of customer satisfaction.

scholarly journals Exploring the Determinants of Customer Satisfaction in Pakistan Automotive Industry

2021 ◽  
Vol 2 (1) ◽  
pp. 10-19
Author(s):  
Ahmer Muslim
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Market Share ◽  
Automotive Industry ◽  
Quality Measures ◽  
Brand Awareness ◽  
Service Offering ◽  
Business Customers ◽  
Satisfaction Model ◽  
Awareness Service

Customer satisfaction is a measure of how happy the customer is with the product or service offering of a business. Customers could be highly satisfied, satisfied, neutral, angry, or very angry. Similarly, service quality measures how best the service is meeting the customer’s expectations. The customer satisfaction element is new to Pakistan automotive industry. The industry is still depending on selling cheap, low-quality products to the customer in order to increase market share. The purpose of this research is to create a customer satisfaction model for the automotive industry in Pakistan. The result at the end suggested that price, brand awareness, service quality, and Flexibility are the determinants of customer satisfaction for this industry. This research will open the way to expand the growth of industries and allow new competitors to enter the market with quality products.

scholarly journals PENGARUH KUALITAS PELAYANAN, KUALITAS PRODUK DAN CITRA BANK TERHADAP KEPUASAN NASABAH ERA COVID 19 (STUDI KASUS DI PT. BANK MANDIRI KANTOR CABANG PALEMBANG)

2021 ◽  
Vol 2 (2) ◽  
pp. 201-210
Author(s):  
Rora Rosmaya Sari ◽  
Luis Marnisah ◽  
Fakhry Zamzam
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Product Quality ◽  
Banking System ◽  
Sampling Technique ◽  
Corporate Image ◽  
Analysis Technique ◽  
Quality Product ◽  
Improve Service Quality

This study aims to analyze the effect of service quality, product quality and bank image on customer satisfaction. The population in this study were customers at PT. Bank Mandiri Palembang Branch Offices totaling 174,363 people. Determination of the sample using the Slovin formula, in order to obtain a sample of 100 people with incidental sampling technique. The analysis technique uses multiple linear regression with hypothesis testing using the t test and the F test. The results show that partially the variables of service quality and bank image have a significant and significant effect on customer satisfaction at Bank Mandiri. Meanwhile, the variable of product quality has an effect and is not significant towards the customer satisfaction of Bank Mandiri. Together, the variable service quality, product quality, and image of the bank simultaneously have an effect and are significant on customer satisfaction at Bank Mandiri. It is hoped that Bank Mandiri will further improve service quality, such as maintaining the banking system so that it always runs well, providing good and appropriate solutions, and maintaining a high corporate image as a customer image.

scholarly journals Pengaruh Brand Awareness dan Perceived Quality Terhadap Purchase Intention: Brand Loyalty Sebagai Variabel Mediasi

2020 ◽  
Vol 4 (6) ◽  
pp. 270
Author(s):  
Alexandra Fenetta ◽  
Keni Keni
Keyword(s):  
Brand Loyalty ◽  
Structural Equation Modelling ◽  
Purchase Intention ◽  
Structural Equation ◽  
Positive Impact ◽  
Perceived Quality ◽  
Brand Awareness ◽  
Equation Modelling ◽  
Convenience Sampling

The aim of this study are: first, to explore the effects of brand awareness, perceived quality and brand loyalty on purchase intention. Second, to explore the effects of brand awareness and perceived quality on brand loyalty. Third, to find out the effects of brand awareness and perceived quality on purchase intention if mediated by brand loyalty. The samples that are used in the research are 150 respondents in Jakarta conducted by convenience sampling. The data techniques are processed using structural equation modelling on software SmartPLS 3.2.8. The results of this research are: first, brand awareness and perceived quality do not have a positive impact on purchase intention, yet brand loyalty has a positive impact on purchase intention. Second, brand awareness and perceived quality have a positive on brand loyalty. Third, brand awareness and perceived quality have a positive impact on purchase intention if mediated by brand loyalty.

scholarly journals BRAND AWARENESS DAN SERVICE QUALITY TERHADAP PURCHASE INTENTION VNVLEATHERGOODS

PERFORMA ◽  
2021 ◽  
Vol 4 (1) ◽  
pp. 11-20
Author(s):  
Performa Performa
Keyword(s):  
Service Quality ◽  
Purchase Intention ◽  
Brand Awareness ◽  
Awareness Service

Perkembangan industri fesyen terus berkembang. Hal ini kemudian menciptakan peluang usaha untuk dapat menghasilkan produk fesyen, salah satunya adalah produk strep tas VnVleatheergoods. Penelitian ini bertujuan untuk mengetahui pengaruh brand awareness dan service quality terhadap purchase intention VnVleathergoods. Hasil survey awal yang telah didapatkan mengatakan bahwa brand awareness dan service quality menjadi faktor utama yang dipertimbangkan calon konsumen terkait  purchase intention VnVleatherogods. Populasi dalam penelitian ini adalah calon konsumen yang ingin melakukan pembelian dengan sampel sebanyak 100 orang.Variabel yang diteliti dalam penelitian ini adalah brand awareness (X1), service quality(X2) dan purchase intention (Y).Data dikumpulkan menggunakan kuesioner dan diolah menggunakan SPSS .Metode analisis yang digunakan dalam penelitian ini adalah model Analisis Regresi Linear Berganda. Hasil penelitian menunjukan adanya pengaruh signifikan brand awareness dan service qualityterhadappurchase intention VnVleathergoods.   Kata kunci : brand awareness, service quality, purchase intention

scholarly journals Brand Loyalty Model in Balinese Village as an Art and Cultural Tourism Destination in National Rural Areas, Case Study on Wanagiri Kauh Village, Tabanan

2020 ◽  
Vol 6 (2) ◽  
pp. 119
Author(s):  
I Made Bayu Wisnawa ◽  
Putu Agus Prayogi ◽  
I Ketut Sutapa
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Qualitative Methods ◽  
Brand Loyalty ◽  
Brand Image ◽  
Cultural Tourism ◽  
Brand Awareness ◽  
Potential Development ◽  
Tourism Potential ◽  
The Village

The village is an Indonesian wealth that has the potential to be developed in the tourism sector in realizing prosperity for all Indonesian people. However, there are still many resources in the village that are not well managed. This study aims to: i) identify tourism potential, ii) formulate strategies based on strengths, weaknesses, opportunities and threats, iii) formulate a brand loyalty model in Wanagiri Kauh Tabanan Bali Village in developing tourism as a village in the national rural area, iv) compile a village potential development plan towards rural tourism. The method used is quantitative and qualitative methods. The quantitative method uses Structural Equation Modeling to form a brand loyalty model with antecedents of Brand Image, Brand Awareness, Service Quality, and Customer Satisfaction. The number of samples is 200 tourists who have visited. Meanwhile, the qualitative methods used include SWOT, and in-depth interviews. The results showed that Wanagiri Kauh Village: i) has natural and cultural tourism potential, ii) tourism potential development strategy by presenting uniqueness as the basis for development, iii) brand loyalty model is largely determined by customer satisfaction, brand awareness, service quality and brand image, iv) development planning by managing all resources through the management function by involving the tourism stakeholder Penta helix.

scholarly journals Service quality, corporate image and word-of-mouth in Vietnam domestic airline service

2013 ◽  
Vol 16 (2) ◽  
pp. 107-116
Author(s):  
Cong Thanh Le ◽  
Trang Thi Mai Nguyen
Keyword(s):  
Service Quality ◽  
Survey Data ◽  
Word Of Mouth ◽  
Positive Impact ◽  
Sem Analysis ◽  
Corporate Image ◽  
Direct Impact ◽  
Research Results ◽  
Domestic Airline ◽  
The Impact

The purpose of this study is to examine the impact of airlines service quality on word-ofmouth through corporate image. Survey data were collected from 298 passengers who have used the domestic airline service at Tan Son Nhat airport. Research results reveal that domestic airline service quality includes four components: convenience, reliability, passenger service, and in-flight service. The SEM analysis result, moreover, shows that there is no significantly direct impact of service quality on WOM, that only exerts an indirectly positive impact of service quality on WOM through the airline image. Finally, the implications for managers and directions for further research are discussed as well.

Sign in / Sign up

Export Citation Format

Share Document