scholarly journals FACTORS AFFECTING BRAND LOYALTY IN THE FOOTWEAR INDUSTRY – “A CASE STUDY OF BANGLADESH

2021 ◽  
Vol 2 (2) ◽  
Author(s):  
Clinton Dhar
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Product Quality ◽  
Brand Loyalty ◽  
Descriptive Analysis ◽  
Quality Service ◽  
Price Promotion ◽  
Leather Industry ◽  
Factors Affecting ◽  
Footwear Industry

The Footwear Industry is an important section of the leather industry in Bangladesh. Bangladesh has been ranked 8th in terms of footwear production in the world in 2016. The purpose of this research is to investigate how the respondents are influenced by factors of brand loyalty towards the footwear industry. In order to increase customer satisfaction and drive them to be brand loyalists, marketers are encouraged to develop aggressive marketing programs. The five factors of Brand loyalty are Product Quality, Service Quality, Price, Promotion and Customer Satisfaction. Questionnaires were distributed and self-administered to 30 respondents. Descriptive analysis, Correlation, Model Summary, ANOVA and Coefficient were used in this study. The research results showed that there is a positive and significant relationship between factors of Relationship Quality and Brand loyalty (Product Quality, Service Quality, Price, Promotion and Customer Satisfaction) with the footwear industry.

scholarly journals ANALISIS PENGARUH KUALITAS PRODUK, KUALITAS LAYANAN DAN HARGA TERHADAP KEPUASAN KONSUMEN (Studi Kasus Pada Konsumen Industry/ Toko Bakery di Kota Bengkulu)

2019 ◽  
Vol 13 (1) ◽  
pp. 71-85
Author(s):  
Herry Nofrianda
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Product Quality ◽  
Descriptive Analysis ◽  
Linear Regression Analysis ◽  
Sampling Technique ◽  
Multiple Linear Regression Analysis ◽  
Primary Data ◽  
Quality Service ◽  
Descriptive Research

Abstract: The objective of this research is to analyze the effect of product quality, service quality and price toward customer satisfaction on industry/ bakery shop in the Bengkulu city. This study is a descriptive research which aims to clarify the relationship or influence that exist between the variables studied. The type of data used a primary data that is collected from questionnaires. Respondents of this study is the customer industry/ bakery shop in Bengkulu city as many 2400 people were taken with the judgemental (purposive sampling) technique. The methods of data analysis used are descriptive analysis by using the mean, frequency distribution table and multiple linear regression analysis.  Based on the analysis, the result that the simultaneously product quality, service quality, and price is significantly impact on customer satisfaction industry/bakery shop in the Bengkulu city. The next in partial product quality and service quality is positively and significantly impact on customer satisfaction industry/bakery shop in the Bengkulu city, while the price is negative and significantly impact on customer satisfaction industry/ bakery shop in the Bengkulu city.Keyword: service, quality, satisfaction, bakery. 

scholarly journals Analisis Faktor-Faktor Yang Mempengaruhi Kepuasan Konsumen Sakhi’s Coffee & Resto Di Kota Medan

2021 ◽  
Vol 1 (2) ◽  
pp. 109-115
Author(s):  
Adelina Lubis ◽  
Sari Bulan Tambunan ◽  
Muslim Wijaya
Keyword(s):  
Linear Regression ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Multiple Linear Regression ◽  
Product Quality ◽  
Consumer Satisfaction ◽  
Descriptive Analysis ◽  
Quality Service ◽  
Analytical Technique ◽  
Regression Test

This study aims to analyze the factors that affect the consumer satisfaction of Sakhi's Coffee Resto. The sample in this study were 100 people Sakhi's Coffee Resto consumers. The analytical technique used in this study is descriptive analysis and multiple linear regression test. The results of this study indicate that the product quality variable partially has a positive and significant effect on Sakhi' Coffee Resto consumer satisfaction, the service quality variable partially has a positive and significant effect on customer satisfaction. Sakhi' Coffee Resto consumer satisfaction, the price variable partially has a positive and significant effect on Sakhi' Coffee Resto consumer satisfaction. The Adjusted R Square value obtained is 0.363 this figure shows that it is 36.3%. Consumer satisfaction (the dependent variable) can be explained by the variables of product quality, service quality and price. The remaining 63.7% is influenced by other factors not described in this study.

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 Analysis of determinant factors affecting retail business customer loyalty

2021 ◽  
Vol 5 (S3) ◽  
pp. 310-318
Author(s):  
Abdul Haris ◽  
Abdul Rahman ◽  
Yusriadi Yusriadi ◽  
Umi Farida
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Descriptive Analysis ◽  
Sem Analysis ◽  
Demographic Development ◽  
Five Dimensions ◽  
Factors Affecting ◽  
Goods And Services

Demographic development is the first field that influences the growth of retail stores. The rising population allows all goods and services to increase. To establish customer loyalty, the company must try to try to offer the highest quality in any product or service it must create a positive sense of quality in the minds of its customers. This research is a descriptive research type, trying to explain and describe each variable's conditions in detail and see the relationship or relationship between these variables. In the context of this study, the independent variables are Service Quality (X1), Relationship Marketing (X2), and Customer Satisfaction (Y), while the dependent variable is Customer Loyalty (Z). Quantitative data were analyzed using descriptive analysis and Structural Equation Modelling (SEM) analysis. Partially service quality has a significant influence on customer satisfaction in modern stores. In the sense that the quality of service provided by modern store management in Makassar City can contribute positively to customer satisfaction with the five dimensions of Tangible, Reliability, Empathy, Assurance, and Responsiveness. Direct service quality significantly influences customer loyalty, and indirect service quality has a significant effect on customer loyalty (LP) through customer satisfaction at modern stores in Makassar City.

scholarly journals The Effect of Product Quality, Service Quality, Customer Value on Customer Satisfaction And Word Of Mouth

2018 ◽  
Vol 1 (3) ◽  
Author(s):  
AFIF SYAIFUL RACHMAN
Keyword(s):  
Data Analysis ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Product Quality ◽  
Customer Value ◽  
Sampling Method ◽  
Word Of Mouth ◽  
Quality Service ◽  
Convenience Sampling ◽  
Positive Effect

This study aims to find out "The Effect of Product Quality, Service Quality, Customer Valueon Customer Satisfaction and Promotion of Mouth to Mouth". The population in this studywere Telkom customers of IndiHome. This study uses a sample of 150 respondents. Thesampling technique was carried out by convenience sampling method. Data analysis usespath analysis. The results of the analysis show that product quality, service quality,customer value have positive effect on the customer satisfaction of Telkom IndiHome,Purwokerto, (2) Service quality has a positive effect on the customer satisfaction and wordof mouth

scholarly journals PENGARUH KUALITAS PRODUK, KUALITAS LAYANAN, DAN CITRA MEREK TERHADAP LOYALITAS NASABAH YANG DIMEDIASI OLEH KEPUASAN NASABAH (Studi pada Nasabah PT. BRI (Persero) Tbk. Yogyakarta)

2020 ◽  
Vol 7 (2) ◽  
pp. 123
Author(s):  
Lita Ningrum Afriani ◽  
Hendro Setyono
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Product Quality ◽  
Customer Loyalty ◽  
Brand Image ◽  
Primary Data ◽  
Quality Service ◽  
Loyal Customer ◽  
Number Of Customers ◽  
Loyal Customers

For companies, loyal customers mean a lot besides illustrates the amount of profitability obtained by loyal consumers can also show the image or image of the company in the public eye. Loyal customers can become partners in developing new products, because they maintain and defend and even use the services of existing companies. According to Darsono (2004) a loyal customer becomes a valuable asset for the company. Loyal customers will reduce the effort to find new customers, giving positive feedback to the company. Companies must be able to satisfy old customers and create new customers, if you want to win the competition. PT. BRI (Persero) Tbk. Yogyakarta must be able to answer the existing competition challenges. The population in this study are customers of Bank Rakyat Indonesia Yogyakarta and have been customers for at least one year. While the sample in this study is a portion of the number of customers from BRI Bank Yogyakarta. The sampling technique uses accidental sampling and purposive sampling. While the data used in the study are primary data, that is data obtained directly from respondents by the researchers themselves through questionnaires. Analysis tools using multiple linear regression The results of the analysis can be concluded that: Product quality has a significant effect on customer satisfaction. Service quality has a significant effect on customer satisfaction. Brand image does not significantly influence customer satisfaction. Product quality, service quality and brand image together significantly influence customer satisfaction. Product quality does not significantly influence customer loyalty. Service quality has a significant effect on customer loyalty. Brand image does not significantly influence customer loyalty. Product quality, service quality and brand image together significantly influence customer loyalty. Customer satisfaction significantly influences customer loyalty. Customer satisfaction mediates the effect of product quality on customer loyalty. Customer satisfaction does not mediate the effect of service quality on customer loyalty. Customer satisfaction does not mediate the effect of brand image on loyalty the customer.

scholarly journals PENGARUH KUALITAS PRODUK DAN PELAYANAN TERHADAP LOYALITAS KONSUMEN MUSLIM DENGAN KEPUASAN SEBAGAI VARIABEL INTERVENING

2021 ◽  
Vol 1 (2) ◽  
Author(s):  
Tri Anagh Firli ◽  
Drajat Stiawan
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Path Analysis ◽  
Product Quality ◽  
Consumer Satisfaction ◽  
Field Research ◽  
Primary Data ◽  
Research Approach ◽  
Quality Service ◽  
Business World

In the business world, quality is certainly something very important. Quality or product quality is a determinant of consumer satisfaction, after buying or using a product. In addition to product quality, one thing that should not be missed is service quality. Service quality is a measure of how good the level of service that a company can provide to its customers. Even Islamic teachings have taught about providing services from businesses that must be carried out properly, both in the products and services provided. Both have an important role in customer satisfaction and loyalty. This type of research is field research with a research approach that is quantitative research. Where the variables used in this study are product quality, service quality, customer satisfaction and customer loyalty. The population in this study were Muslim consumers of Le'gita Coffee & Bristo Pemalang. Sampling using the Lemeshow formula with a total sample of 100 respondents. Sources of data in this study are primary data and secondary data. The data collection method used is a questionnaire, and the analysis method is path analysis where the variable of consumer satisfaction is the intervening variable. Based on the results of the study, two path test equations were obtained. The result of testing the two equations is that there is an influence between the two independent variables, namely product quality and consumer quality on consumer loyalty either directly or indirectly through customer satisfaction.Dalam dunia bisnis menyoal kualitas tentunya sesuatu yang sangat penting. Mutu ataukualitas produk adalah penentu kepuasan konsumen, setelah memberli ataupun memakai sebuah produk.Selain kualitas produk, salah satu hal yang tidak boleh dilewatkan adalah kualitas pelayanan. Kualitas pelayanan merupakan sebuah ukuran mengenai seberapa bagus tingkat pelayanan yang mampu diberikan oleh sebuah perusahaan pada konsumennya. Dalam ajaran Islampun sudah mengajarkan tentang memberikan layanan dari usaha harus dijalankan dengan baik, baik dalam produk ataupun jasa yang diberikan. Keduanya mempunyai peran penting dalam kepuasan dan loyalitas konsumen. Jenis penelitian ini adalah field research dengan pendekatan penelitian yaitu penelitian kuantitatif. Dimana variabel yang digunakan pada penelitian ini adalah kualitas produk, kualitas pelayanan, kepuasan konsumen dan loyalitas konsumen. Populasi pada penelitian ini adalah konsumen muslim Le’gita Coffee & Bristo Pemalang. Pengambilan sampel dengan menggunakan rumus lemeshow dengan jumlah sampel sebanyak 100 responden. Sumber data pada penelitian ini adalah data primer dan data sekunder. Metode pengumpulan data yang digunakan adalah kuesioner, dan metode analisis yaitu uji jalur (path analysis) dimana variabel kepuasan konsumen sebagai variabel intervening. Berdasarkan hasil penelitian diperoleh dua persamaan uji jalur. Hasil dari pengujian kedua persamaan yaitu terdapat adanya pengaruh pada antara kedua variable bebas yaitu kualitas produk dan kualitas konsumen terhadap loyalitas konsumen baik secara langsung ataupun secara tidak langsung melalui kepuasan konsumen.

C. PENGEMBANGAN PEMASARAN PRODUK, HARGA, PROMOSI, DAN KUALITAS PELAYANAN CUSTOMER BERDAMPAK PADA KEPUASAN PELANGGAN OPTIK TREAY

2020 ◽  
Vol 3 (2) ◽  
pp. 25
Author(s):  
Christien Ellen Chen ◽  
Maria Yotinarsa Ndawung ◽  
Nur Aini ◽  
Kusuma Adi Raharjo
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Product Quality ◽  
Price Promotion ◽  
Product Price ◽  
Optimal Service ◽  
The Future ◽  
Product Appearance

ABSTRAK   Dunia pemasaran saat ini berkembang begitu pesat. Banyak perusahaan yang bersaing untuk mendapatkan hati konsumennya, salah satunya adalah dengan fokus meningkatkan kepuasana pelanggan. Hal ini yang menjadi salah satu alasan peneliti untuk mengetahui beberapa point yaitu Produk, Harga, Promosi, dan Kualitas Pelayanan yang berdampak terhadap Kepuasan Pelanggan. Dari hasil penelitian yang dilakukan menunjukan bahwa variabel produk yang mengarah kepada kualitas produk maupun tampilan produk yang sesuai keinginan dan kebutuhan konsumen akan berdampak pada kepuasan pelanggan. Variabel harga pada penelitian ini menunjukan bahwa harga akan mempengaruhi kepuasan pelanggan apabila kualitas produk juga mendukung dalam hal ini. Sedangkan promosi pada penelitian ini menunjukan bahwa promosi akan banyak mendatangkan konsumen namun apabila ingin menciptakan sebuah kepuasan maka yang perlu diperhatikan adalah Harga dan Kualitas Produk, karena kebanyakan perusahaan membuat promosi dengan maksud meghabiskan stok tanpa memperhatikan kualitas produk yang akan di distribusikan kepada konsumen. Kemudia kualitas pelayanan pada penelitian ini berdampak terhadap kepuasan pelanggan. Pelayanan yang optimal adalah pelayanan yang membuat konsumen nyaman, aman dan merasa di hargai. Untuk kedepanya perusahaan harus mampu berinovasi dan mengevaluasi segala bentuk masukan dan saran konsumen untuk kemudian hari dikembangkan.   Kata kunci : Produk, Harga, Promosi, Kualitas Pelayanan, Kepuasan Pelanggan     ABSTRACT   Today's marketing world is growing so rapidly. Many companies compete to win the hearts of their customers, one of which is to focus on increasing customer satisfaction. This is one of the reasons for researchers to find out several points, namely Products, Prices, Promotions, and Service Quality which have an impact on Customer Satisfaction. From the results of research conducted shows that the product variables that lead to product quality and product appearance according to consumer wants and needs will have an impact on customer satisfaction. The price variable in this study shows that the price will affect customer satisfaction if the product quality also supports this. While the promotion in this study shows that the promotion will bring in a lot of consumers, but if you want to create a satisfaction, what needs to be considered is the price and quality of the product, because most companies make promotions with the intention of consuming stock without paying attention to the quality of the products that will be distributed to consumers. Then the quality of service in this study has an impact on customer satisfaction. Optimal service is one that makes consumers comfortable, safe and feels valued. For the future, the company must be able to innovate and evaluate all forms of consumer input and suggestions for later development.   Keywords: Product, Price, Promotion, Service Quality, Customer Satisfaction

scholarly journals PENGARUH KUALITAS PRODUK DAN KUALITAS PELAYANAN TERHADAP KEPUASAN KONSUMEN PADA BERLIAN BEAUTY CLINIC SAMARINDA

2021 ◽  
Vol 9 (3) ◽  
pp. 248
Author(s):  
Weni Maulina
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Product Quality ◽  
Descriptive Analysis ◽  
Linear Regression Analysis ◽  
Sampling Technique ◽  
Multiple Linear Regression Analysis ◽  
Analytical Tool ◽  
Statistical Software ◽  
Analytical Tools

This study aims to determine the effect of product quality and service quality on customer satisfaction at Berlian Beauty Clinic Samarinda ,. The analytical tools used are descriptive analysis and quantitative analysis with the help of SPSS statistical software version 22. The sampling technique in this study used a saturated sampling technique (census), which is a method that takes all populations to become respondents in this study. The number of taking samples was 83. Derived from the Berlian beauty Clinic sample on A. Wahab Syahranie street No.199A Samarinda. Data collection used is the technique of observation, questionnaires, and literature writing. While the analytical tool used is multiple linear regression analysis. The results of the study concluded that the product quality variable (X1) with a significant value of 0.05 because tcount = 7.569> ttable = 1.990 and the sig = 0.000 <0.05. The results of this study concluded that the variable service quality (X2) with a significant value of 0.05 because tcount = 4.554> ttable = 1.990 and the sig = 0.000 <0.05. thus the service quality variable has a partial effect on customer satisfaction (Y).

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