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Wahyudhiana, Wahyudhiana. "Religious based education of Islamic elementary school, being competitive with market management strategies." MUDARRISA: Journal of Islamic Education 10, no. 1 (July 9, 2018): 1. http://dx.doi.org/10.18326/mdr.v10i1.1-24.
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Education is the foremost factor to escalate nation esteem, so all countries in the world are intense in developing education system to meet the more complexity of life. This research aims to find out the phenomena of educational institution managed as an industry or corporation in terms of positioning, management branding, management marketing, marketing strategy, promotion strategy, in order to achieve customer satisfaction by improving the education quality as intangible services from industrial perspective. The research context takes place in Islamic Elementary School, Madrasa Ibtidaiya Istiqomah (MII) Sambas Purbalingga as a religious based education with competitive and marketable market management strategies, and it has 1.329 students in 38 classes. This research belongs to qualitative descriptive in which the researcher actively involves in the location by interviewing the informants and taking documentation to support the research. The result shows that the school is excellent and prominent, professionally organized by the management of customer satisfaction orientation with management patterns and models: Total Quality Management, Madrasa Based Management and ISO Management (International Standard Organization). The principles of school marketing management focus on: 1) positioning, attaching in customer mind; 2) differentiation, different from conventional program and; 3) branding, maintaining the brand. Those are the attractiveness toward customers to enroll their children in this institution.
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Idzik, Marcin. "Pozycja konkurencyjna banków spółdzielczych w segmencie mikroprzedsiębiorstw." Zeszyty Naukowe SGGW - Ekonomika i Organizacja Gospodarki Żywnościowej, no. 119 (September 18, 2017): 37–50. http://dx.doi.org/10.22630/eiogz.2017.119.24.
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The objective of this paper is to evaluate the competitive position of the cooperative banks and their ability to create the growth trends and effectively acquire new customers in the micro-company segment. The sources of the empirical data were the results of the nation-wide surveys conducted on a representative sample of N = 800 companies with up to 10 employees and an annual turnover of up to 2 m EUR. The analysis included the market shares, familiarity, brand potential and image as well as the customer satisfaction. The cooperative banks do not fully use their advantages in building their competitive advantage. A stable base of the “regular” customers contributes to their high market shares. The cooperative banks are not preferred by the prospective customers. The competitive position of the cooperative banks is based on the niche areas where the cooperative banks operate and the service costs as well as the emotional circumstances of operating on the local market. The application of the marketing tools is inevitable and should be the elementary part of the support provided for the cooperative banks.
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Westin, Love, Jacob Hallencreutz, and Johan Parmler. "Sustainable Development as a Driver for Customer Experience." Sustainability 14, no. 6 (March 16, 2022): 3505. http://dx.doi.org/10.3390/su14063505.
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The concept of sustainable development (SD) has become widely accepted among nations, organisations, and individuals. Recent quantitative and conceptual models have indicated relations between stakeholder perspectives of SD, brand image, and customer satisfaction. The purpose of this study is to estimate a Sustainable Development Index (SDI) as an easy applicable survey item which is used to estimate customer perceptions. By applying a PLS path model, comprising of the EPSI models variables and the suggested items of SDI, this study evaluates relationships between aspects of customer experience and customers’ perception of SD. The estimated score of SDI is further analysed as an approximate measure of universal SD items applied in the literature. As such, the study contributes to the research community by further integrating customer perception of SD in frameworks measuring customer experience. The study data comprises cross-sectional multi-industrial customer perception data, consisting of 606 final respondents. The results show empirical support of the constructed index relation as an approximate measure of universal SD items and as a driving aspect of the customer experience.
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Kurnianingsih, Sudjudi Widia, and Sri Vandayuli Riorini. "Influence of Consumer-Based Brand Equity on Brand Loyalty Through Customer Satisfaction." Indonesian Journal of Business Analytics 1, no. 2 (October 15, 2021): 141–60. http://dx.doi.org/10.54259/ijba.v1i2.67.
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The purpose of this study is to analyze the effect of Consumer-based brand equity on Brand loyalty through Customer satisfaction. This study used purposive sampling data collection techniques. This study was analyzed using the Structural Equation Model (SEM) analysis method. The results of this study indicate (1) The Influence Dimensions of Consumer-Based Brand Equity on Customer Satisfaction, where (1a) Perceived quality has no positive effect on Customer satisfaction; (1b) the Perceived value of cost has a positive effect on Customer satisfaction; (1c) Brand identification has no positive effect on Customer satisfaction; (1d) Trust has a positive effect on Customer satisfaction; (1e) Lifestyle congruence has a positive effect on Customer satisfaction. (2) Customer satisfaction has a positive effect on Brand loyalty. (3) The Influence Dimensions of Consumer-Based Brand Equity on Brand loyalty through Customer Satisfaction, where (3a) Customer satisfaction mediates the influence of Perceived quality on Brand loyalty in full; (3b) Customer satisfaction mediates the influence of Perceived value of cost on Brand loyalty in partial; (3c) Customer satisfaction mediates the influence of Brand identification on Brand loyalty in partial; (3d) Customer satisfaction mediates the influence of Trust on Brand loyalty in full; (3e) Customer satisfaction mediates the influence of Perceived quality on Brand loyalty in partial. The advice for further researchers can conduct research on various types of other food and baverage businesses, such as restaurant, bakeries, and cafes.
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IAZZI, ANTONIO. "Customer satisfaction e brand competition." Sinergie Italian Journal of Management, no. 92 (2018): 183–205. http://dx.doi.org/10.7433/s92.2013.10.
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Torres, Anna, and Josep A. Tribó. "Customer satisfaction and brand equity." Journal of Business Research 64, no. 10 (October 2011): 1089–96. http://dx.doi.org/10.1016/j.jbusres.2010.12.001.
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David Aritona, I. Putu, and Ni Putu Nina Eka Lestari. "Brand Rebranding, Brand Associations, Customer Satisfaction, Company Reputation dan Customer Loyalty." Jurnal Manajemen Bisnis 16, no. 1 (January 18, 2019): 153. http://dx.doi.org/10.38043/jmb.v16i1.2025.
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ABSTRACTThe purpose of this study was to determine the effect of corporate rebranding, on brand associations, customer satisfaction, company reputation and customer loyalty. The study was conducted at Jasindo Insurance Denpasar. The technique of collecting data uses a questionnaire to 100 customers of Jasindo Insurance Denpasar. Data were analyzed by Structure Equation Modeling data analysis with AMOS program. The results of the study show that there is corporate rebranding that has a positive and significant effect on brand associations, customer satisfaction and company reputation. Besides that there is also a positive and significant influence between corporate rebranding brand associations, customer satisfaction and the company's reputation for customer loyalty.
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Cantona, Eric, and Hetty Karunia Karunia Tunjungsari. "Brand Image Dan Product Performance Terhadap Customer Loyalty: Customer Satisfaction Sebagai Mediasi." Jurnal Manajerial Dan Kewirausahaan 1, no. 2 (August 21, 2019): 307. http://dx.doi.org/10.24912/jmk.v1i2.5091.
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The purpose of this research is to examine whether 1) brand image can give significant and positive impact on customer satisfaction 2) product performance can give significant and positive impact on customer satisfaction 3) brand image can give significant and positive impact on customer loyalty 4) customer satisfaction can give significant and positive impact on customer loyalty 5) customer satisfaction mediates the impact of brand image on customer loyalty. Sample was selected using convenience sampling method amounted to 100 respondents. Data processing techniques using structural equation modeling with SPPS 24.00 program. The result of this study shows that product performance have significant impact to customer satisfaction, but brand image doesn’t, brand image and customer satisfaction has significant impact to customer loyalty, and customer satisfaction mediates the impact of brand image on customer loyaltyTujuan penelitian ini adalah untuk menguji apakah 1) brand image dapat memberikan pengaruh yang signifikan dan positif terhadap customer satisfaction 2) product performance dapat memberikan pengaruh yang signifikan dan positif terhadap customer satisfaction 3) brand image dapat memberikan pengaruh yang signifikan dan positif terhadap customer loyalty 4) customer satisfaction dapat memberikan pengaruh yang signifikan dan positif pada customer loyalty 5) customer satisfaction dapat memediasi pengaruh brand image pada loyalitas pelanggan. Sampel dipilih menggunakan metode convenience sampling sebanyak 100 responden. Teknik pengolahan data menggunakan pemodelan persamaan struktural dengan program SPPS 24.00. Hasil dari penelitian ini menunjukkan bahwa product performance memiliki dampak yang signifikan terhadap customer satisfaction, tetapi brand image tidak, brand image dan customer satisfaction memiliki dampak yang signifikan terhadap customer loyalty, dan customer satisfacion memediasi pengaruh brand image pada customer loyalty.
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Apenes Solem, Birgit Andrine. "Influences of customer participation and customer brand engagement on brand loyalty." Journal of Consumer Marketing 33, no. 5 (August 8, 2016): 332–42. http://dx.doi.org/10.1108/jcm-04-2015-1390.
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Purpose Value co-creation assumes that customers take active roles and create value together with firms. This paper aims to investigate the short- and long-term effects of customer participation on brand loyalty, through brand satisfaction. Participation effects were also examined among social media-using customers with the additional explanatory factor of brand engagement. Design/methodology/approach Two studies were conducted among insurance customers: a cross-sectional study using a nationwide sample (N = 954) and a subsample of social media users (N = 145) to examine short-term effects, and a longitudinal study using data from three assessment timepoints (N = 376) to enable empirical long-term testing. Findings The cross-sectional study showed positive short-term effects of customer participation on brand loyalty, mediated by satisfaction. Among customers using social media, positive participation effects gained from brand engagement strengthened brand satisfaction. The longitudinal study did not show similar positive long-term effects of customer participation. Practical implications These findings help deepen service marketers’ understanding of the possible short-term effects of customer participation and customer brand engagement, and caution them to not expect that customer participation will have long-term positive satisfaction and loyalty effects. Originality/value This research provides interesting short- and long-term findings, due to the complementary cross-sectional and longitudinal study designs.
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Agyei, James, Shaorong Sun, Emmanuel Kofi Penney, Eugene Abrokwah, and Richmond Ofori-Boafo. "Linking CSR and Customer Engagement: The Role of Customer-Brand Identification and Customer Satisfaction." SAGE Open 11, no. 3 (July 2021): 215824402110401. http://dx.doi.org/10.1177/21582440211040113.
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The study investigates how corporate social responsibility (CSR) impacts customer engagement and the mediating role of customer-brand identification and customer satisfaction. Survey data collected from 293 life insurance customers were analyzed using structural equation modeling. The findings reveal that CSR, customer-brand identification, and customer satisfaction are essential drivers of customer engagement. Furthermore, the findings show that CSR significantly influences customer-brand identification and customer satisfaction. The results also show that customer-brand identification and customer satisfaction play a key mediating effect in the relationship between CSR and customer engagement. The findings underscore the need for life insurance firms to consider CSR as a strategic instrument to stimulate and elicit favorable customer responses.
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Darmawan, Didit, and Pantja Djati Pantja Djati. "PENGARUH CITRA MEREK DAN CITRA PENGECER TERHADAP RESPON MEREK DAN RESPON PENGECER MELALUI KEPUASAN MEREK DAN KEPUASAN PENGECER." EKUITAS (Jurnal Ekonomi dan Keuangan) 9, no. 1 (January 1, 2007): 126. http://dx.doi.org/10.24034/j25485024.y2005.v9.i1.2377.
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This research tries to compare brand image electronic products and store image to brand responses and store responses through brand satisfaction and customer store- satisfaction. The dominating existence of brand image and store image where customers buy the product.The result of this research shows that brand satisfaction influence brand responses than customer store-satisfaction. The contribution of this research for managers is that positive store image and customer store- satisfaction doesn’t mean that customer will not switch to other store but brand image and customer satisfaction to brand potentially hold the brand switching intention.
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Siswi, Ati Arifiah, and Wahyono Wahyono. "The Role of Customer Satisfaction in Increasing Customer Loyalty." Management Analysis Journal 9, no. 1 (March 24, 2020): 17–25. http://dx.doi.org/10.15294/maj.v9i1.34427.
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The purpose of this study is to determine the direct and indirect influence of brand personality, brand reputation and price fairness toward customer loyalty through customer satisfaction as an intervening variable. Customer satisfaction influence customers to make an loyal. The population in this research is customers Kukubima Energi. The total sample in this research is 115 respondents with purposive sampling technique through a likert scale. Methods of collecting data using questionnaires and documentation. Data analysis using classic assumption test and hypothesis test (t test and path analysis) with SPSS Statistics version 21 programs. Based on the hypothesis test, the results show that brand personality has a positive and significant effect on customer loyalty, price fairness has a positive and significant effect on customer loyalty, brand reputation does not has a positive and significant effect on customer loyalty, and customer satisfaction has a positive and significant effect customer satisfaction. Mediation test shows that positive emotion mediates the effect of brand personality, and price fairness on customer satisfaction.
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Aurelia, Gladis Sarah, Asep M. Ramdan, and Acep Samsudin. "Analisis Customer Satisfaction dan Brand Trust terhadap Customer Retention." Journal of Management and Bussines (JOMB) 1, no. 1 (May 15, 2019): 10–21. http://dx.doi.org/10.31539/jomb.v1i1.599.
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The aim this research is to know the influence of customer satisfaction and brand trust toward customer retention. The method of this research is using kind of samples including random samples and questionnaires to 101 consumers. The analytical technique, in here is multiple linear analysis technique, and for the hypotesis testing, we use statistic test partially (testing t) and simultaneous test (testing f). The reseacrh result for testing t indicates that both customer satisfaction (X1) and brand trust (X2) have significant influence towards customer retention (Y). According to probability value of sig. 0,000 < 0,05 means that both satisfaction (X1) and brand trust (X2) have significant influence towards customer retention (Y).
Keywords : Customer Satisfaction, Brand Trust, Customer Retention
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Santana, Alex, and Keni Keni. "Pengaruh Brand Image Terhadap Kepuasan dan Loyalitas Pelanggan pada PT. Brand X di Jakarta." Jurnal Manajemen Bisnis dan Kewirausahaan 4, no. 4 (July 20, 2020): 150. http://dx.doi.org/10.24912/jmbk.v4i4.8678.
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The aim of this study are : First, to explore the effect of brand image on customer loyalty. Second, to explore the effect of brand image on customer satisfaction. Third, to explore the effect of customer satisfaction towards customer loyalty. Fourth, to find out if customer satisfaction can mediate brand image towards customer loyalty. The method of data collection is convenience sampling. The samples of this research are collected from 135 respondens, who are the customers of Brand x in Jakarta. The technique of data analysis used in this study was regression analysis and mediating test to find put the hypotheses. The results are : (a) the effect between brand image have a significant and positive impact toward customer loyalty; (b) the effect between brand image have a significant and positive impact toward customer satisfaction; (c) customer satisfaction has a positive impact on customer loyalty; (d) customer satisfaction will mediate the effect of brand image towards customer loyalty.
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Anggelina, Ni Wayan Dian Ratna, and Ni Made Rastini. "PERAN NILAI PELANGGAN MEMEDIASI PENGARUH CITRA MEREK DAN KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN." E-Jurnal Manajemen Universitas Udayana 8, no. 8 (August 3, 2019): 5304. http://dx.doi.org/10.24843/ejmunud.2019.v08.i08.p24.
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The purpose of this study is to examine the role of customer value mediating the influence of brand image and service quality on customer satisfaction PT. Agung Automall Gianyar. Variables examined in this study are variable customer value, brand image, service quality and customer satisfaction. The number of samples taken was 100 respondents. The analysis technique used is path analysis using the sobel test. Based on the results of the analysis found that the brand image variable has a significant positive effect on customer value, the service quality variable has a significant positive effect on customer value, the brand image variable influences customer satisfaction, the service quality variable has a significant positive effect on customer satisfaction, the customer value variable has a significant positive effect on customer satisfaction, customer value variables have a significant positive effect on mediating brand image on customer satisfaction, customer value variables have a significant positive effect on mediating service quality to customer satisfaction.
Keywords: customer value, brand image, service quality, customer satisfaction
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SP, A. A. Gede Tresna, and Ni Ketut Seminari. "PENGARUH BRAND EQUITY DAN CONSUMER SATISFACTION PADA BRAND LOYALTY." E-Jurnal Manajemen Universitas Udayana 7, no. 1 (December 5, 2017): 307. http://dx.doi.org/10.24843/ejmunud.2018.v7.i01.p12.
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Increased cultural intention to buy the community along with increasing loyalty to a product brand. This paper aims to analyze the influence of brand equity and customer satisfaction on Nevada brand loyalty products in Denpasar City. The study was conducted in Denpasar with sample size of 140 respondents using purposive sampling method. The results of the analysis found that brand equity has a significant positive effect on brand loyalty. Customer satisfaction has a significant positive effect on brand loyalty. Suggestions that can be recommended for manufacturers of Nevada brand products should consider the position of a brand in accordance with consumer views such as maintaining product quality, product prices so as to increase consumer loyalty. Nevada must maintain the quality of service provided so far to consumers, because the quality of service as a key that determines customer satisfaction so as to increase customer loyalty to buy products Nevada in Denpasar.
Keywords: brand equity, customer satisfaction, brand loyalty
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Chairunnisa, Ulfa. "HUBUNGAN CITRA MERK BUS (MGI) DENGAN KEPUASAN KONSUMEN PADA TRAYEK BANDUNG-SUKABUMI." Psympathic : Jurnal Ilmiah Psikologi 5, no. 2 (February 27, 2018): 629–44. http://dx.doi.org/10.15575/psy.v5i2.2157.
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This research aims to study correlation between brand image and customer satisfaction. Quantitative design using correlational method involved 350 MGI bus customer in Bandung-Sukabumi route. Instruments used are Brand Image Inventory (37 item) and Customer Satisfaction Index (37 item). Cooeficient correlation resulted is 0.684 which means that there is positive correlation between brand image and customer satisfction. High brand image correlated with high customer satisfaction while low brand image correlated with low customer satisfaction.
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Wijaya, I. Komang Adi Dana, and Ni Wayan Sri Suprapti. "Building customer loyalty for light steel products “Kencana Truss” in Bali." International research journal of management, IT and social sciences 6, no. 4 (July 9, 2019): 156–68. http://dx.doi.org/10.21744/irjmis.v6n4.668.
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The purpose of this study is to explain the effect of product quality on customer satisfaction mediated by brand image and brand trust, ultimately determining customer loyalty. The questionnaire distributed 175 copies to the users of Kencana Truss light steel in Bali Province, but valid for processing 133 copies. Data were analyzed using SEM (Structural Equation Modeling) analysis technique. The results of this study found that variable product quality, brand image, and brand trust have a significant positive effect on customer satisfaction. Customer satisfaction variables have a significant positive effect on customer loyalty. Variable brand image and brand trust, significantly mediate the effect of product quality on customer satisfaction. Similarly, customer satisfaction mediates the effect of brand image and brand trust on customer loyalty. The implications of the results of this study indicate that product quality is found as a major factor in increasing customer satisfaction which ultimately results in customer loyalty. Providers of light steel products should pay special attention to product quality, so customer satisfaction and loyalty can be maintained.
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Irawati, Cindy. "Pengaruh Brand Experience dan Brand Image terhadap Brand Loyalty pada Pelanggan BonCabe di Jakarta: Customer Satisfaction debagai Variabel Mediasi." Jurnal Manajemen Bisnis dan Kewirausahaan 5, no. 1 (January 29, 2021): 16. http://dx.doi.org/10.24912/jmbk.v5i1.10230.
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The purpose of this study is to explore the effect of Brand Experience, Brand Image, Customer Satisfaction on Brand Loyalty for BonCabe customers in Jakarta. Variables used are Brand Experience, Brand Image, Customer Satisfaction, Brand Loyalty. This is a descriptive research that use non-probabilistic sampling method (240 data closed-questions questionnaires, 7 scale of Likert, compiled in 2019-2020 from BonCabe customers in Jakarta). The data analysis technique is using SEM (Structural Equation Model) methodology (using software: Partial Least Square 3) with α = 0,05. The results are: (1) a) brand experience and b) brand image has a significant and positive effect toward customer satisfaction of BonCabe in Jakarta. (2) a) brand experience and b) brand image has a significant and positive effect toward brand loyalty of BonCabe in Jakarta. (3) customer satisfaction has a significant and positive effect toward brand loyalty of BonCabe in Jakarta. (4) customer satisfaction could mediate a) brand experience and b) brand image so that they have significant and positive effect toward brand loyalty of BonCabe in Jakarta. Penelitian ini bertujuan untuk mengetahui pengaruh Brand Experience, Brand Image, Customer Satisfaction terhadap Brand Loyalty pada produk bernama BonCabe di wilayah Jakarta. Variabel yang digunakan adalah Brand Experience, Brand Image, Customer Satisfaction, Brand Loyalty. Data yang digunakan adalah data yang dikumpulkan di tahun 2019-2020. Teknik pengumpulan data menggunakan kuesioner tertutup 7 skala Likert, yang menggunakan metode SEM (Structural Equation Model) diolah menggunakan software PLS (Partial Least Square 3) dengan nilai α = 0,05. Hasil analisis menyimpulkan bahwa (1) Terdapat pengaruh a) brand experience dan b) brand image terhadap customer satisfaction BonCabe di Jakarta. (2) Terdapat pengaruh a) brand experience dan b) brand image terhadap brand loyalty BonCabe di Jakarta. (3) Terdapat pengaruh customer satisfaction terhadap brand loyalty BonCabe di Jakarta. (4) Terdapat customer satisfaction yang dapat memediasi pengaruh a) brand experience dan b) brand image terhadap brand loyalty BonCabe di Jakarta.
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Guo, Wenqiu, and Liying Zhou. "Influence factors of customer-based brand equity: A study on China mobile phone industry." International Journal of Financial Engineering 08, no. 01 (March 2021): 2050050. http://dx.doi.org/10.1142/s2424786320500504.
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Competitions among enterprises are actually competitions among brands, and competitions among brands depend on the level of brand equity. Brand equity is vital for companies to strengthen their competitive position. Most previous studies revealed that two sets of the brand equity measure which was brand satisfaction and brand loyalty grouped into the same loyalty dimension. However, this study separates these two sets of measures into customer satisfaction and customer loyalty and examines the mediating effects of customer loyalty between brand knowledge, customer satisfaction, and customer-based brand equity. This study aims to investigate the effect of brand awareness, brand association, perceived quality, and customer satisfaction on customer-based brand equity in China mobile phone industry, through customer loyalty, which provides the basis for brand strategic decision-making. Based on the data collected through top five and other mobile phone brands in China, the empirical tests used a structural equation modeling via partial least squares approach to prove the hypotheses. The results show that customer loyalty has a significant mediating effect on relationships between brand associations with brand awareness, perceived quality, and customer satisfaction on brand equity.
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Irwanto, Bagus Ranu, and Ani Wulandari. "THE INFLUENCE OF BRAND IMAGE AND BRAND TRUST ON SATISFACTION AND LOYALTY ON TELEVISION PRODUCTS TOSHIBA SURABAYA REGION." Jurnal Ekonomi 20, no. 2 (June 30, 2020): 85–94. http://dx.doi.org/10.29138/je.v20i2.72.
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Given the intense level of competition in the electronics business in Indonesia, the company continues to strive to increase market share and reach new customers and no less importantly the company must work hard in maintaining customer loyalty, including Toshiba products. However, the Top Brand Index value for Toshiba Television products in Indonesia from 2012-2014 has decreased. The decline is not profitable for Toshiba products because this will have an impact on lowering revenue and deteriorating image and customer satisfaction. Based on these problems, this study aims to determine the effect of brand image and brand trust on satisfaction and loyalty in the Surabaya area of Toshiba television products. The population in this study were customers of Toshiba Television products, Surabaya branch, samples were taken were 96 people. This study uses a path analysis model (path analysis). The path analysis technique is one of the statistical analysis techniques used in quantitative research. Based on the test results using the analysis to test the effect of brand image, brand trust, and satisfaction with brand loyalty, the following conclusions can be drawn: Brand Image has a positive and significant effect on Customer Satisfaction, Brand Trust has a positive and significant effect on Customer Satisfaction, Brand Image has a positive and significant effect on customer loyalty, brand trust has a positive and significant effect on customer loyalty, customer satisfaction has a positive and significant effect on customer loyalty, brand image on customer loyalty through customer satisfaction is more dominant than brand trust on customer loyalty through customer satisfaction.
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Nathaurisia, Ardilla, Yayu Indrawati, and I. GPB Sasrawan Mananda. "PENGARUH CITRA MEREK (BRAND IMAGE) DAN KEPUASAN WISATAWAN TERHADAP LOYALITAS WISATAWAN PADA BALI ADVENTURE RAFTING." Jurnal IPTA 2, no. 1 (January 18, 2014): 27. http://dx.doi.org/10.24843/ipta.2014.v02.i01.p07.
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The background of this research are impact of brand image and guest satisfaction on customer loyalty is important to do in order to obtain an explanation of the relationship between brand image and customer satisfaction on customer loyalty. The purpose of this study is 1) to identify the circumstance brand image on customer loyalty. 2) to identify the circumstance customer satisfaction on customer loyalty. 3) to determine the circumstance brand image and customer satisfaction on customer loyalty. This research was conducted at Bali Adventure Rafting. Result shows that branding and customer satisfaction has a significant effect on customer loyalty in Bali Adventure Rafting with result 41,7%. This result is obtained from the value of determination D x 100% = 0,417 x 100% = 41,7%. This means that the brand image and customer satisfaction contributing positively to customer loyalty of rating of 41,7% and the remaining 58,3% is influenced by others factors such as costumers satisfaction, marketing strategy.
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Sitorus, Tigor, and Ardy Ardy. "ANALISIS EFEK MEDIASI CUSTOMER EQUITY ATAS PENGARUH CUSTOMER RELATIONSHIP MARKETING DAN CUSTOMER SATISFACTION TERHADAP BRAND EQUITY." Jurnal Manajemen 10, no. 2 (November 1, 2013): 104–27. http://dx.doi.org/10.25170/jm.v10i2.835.
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Customer service quality in the banking industry, especially private banking is a competitive advantage to survive amid fierce competition. The type of product that is almost similar to its competitors means that a bank must have a strong point in competition. This study aims to analyze the Mediation effect of Customer Equity upon Customer Relationship Marketing and Customer Satisfaction on Brand Equity. This research was conducted in Bank Danamon Jabodetabek region, which spread in 8 (eight) districts with a total sample of 124 customers. Structural Equation Modelin (SEM) by AMOS program version 22 was used to prove the effects among variables that have high loading factors. The conclusions are as follows. First, Customer Relationship Marketing has a positive and significant effect on Customer Equity. Second, Customer Satisfaction has a positive and significant effect on Customer Equity. Third, Customer Relationship Marketing has a positive but not significant effect on Brand Equity. Fourth, Customer Satisfaction has a positive but not significant effect on Brand Equity. Fiftth, Customer Satisfaction has a positive and significant effect on brand Equity. Sixth, mediation effect of The Customer Equity upon the effect of Customer Relationship Marketing and Customer satisfaction on Brand Equtiy has more power and significant than direct effect.
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Rizan, Mohammad, Dahliana Yulianti, and Rahmi Rahmi. "THE INFLUENCE OF PRICE AND SERVICE QUALITY OF BRAND IMAGE AND ITS IMPACT ON CUSTOMER SATISFACTION GOJEK (STUDENTS STUDY ON A STATE UNIVERSITY OF JAKARTA)." JRMSI - Jurnal Riset Manajemen Sains Indonesia 6, no. 2 (September 30, 2015): 639. http://dx.doi.org/10.21009/jrmsi.006.2.08.
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The purpose of the research are to: test empirically influence of price to brand image on customer satisfaction Gojek, test empirically influence of service quality to brand image on customer satisfaction Gojek, test empirically influence of price on customer satisfaction Gojek, test empirically influence of service quality on customer satisfaction Gojek, test empirically influence of brand image on customer satisfaction Gojek. This study used confirmatory factor analysis. The research was conducted in State University of Jakarta and used purposive sampling techniques, while the data collecting technique used questionaire, SPSS and SEM LISREL for data processing. The result shows a significant influence of price and service quality for brand image and its impact on customer satisfaction.
Keywords: price, service quality, brand image, customer satisfaction
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Rika, Agustina Maulidatur. "MODEL LOYALITAS PELANGGAN BERBASIS CUSTOMER RELATIONSHIP MANAGEMENT (Studi Kasus pada Usaha Distro Districtsides dan Smith Semarang)." Jurnal Ekonomi dan Bisnis 18, no. 2 (July 24, 2017): 119. http://dx.doi.org/10.30659/ekobis.18.2.119-135.
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This study aimed to describe and analyze the effect of customer relationship managementon customer loyalty to the brand trust and customer satisfaction as an intervening variable.The population used is that consumers who buy at Distro Districtsides and Smith Semarang.By using purposive sampling technique, which specializes in consumer buying in distributionsDistrictsides and Smith Semarang minimum age of 20 years and above, then obtaineda sample size of 100 respondents. A tool of analysis is path analysis with SPSS, wherepreviously tested the validity and reliability and classic assumption test. The test results indicateCustomer Relationship Management positive and significant impact on brand trust. CustomerRelationship Management has a positive and significant impact on customer satisfaction. Thetrust has a positive and significant impact on customer satisfaction. Customer RelationshipManagement, brand trust and gratification of customers also have a positive and significantimpact on customer loyalty. The test results Sobel test shows that brand trust is able to becomean intervening variable between Customer Relationship Management to customer satisfaction.Customer satisfaction is able to become an intervening variable between brand trust andloyalty of customers. Brand trust is able to become an intervening variable between CustomerRelationship Management on customer loyalty. Customer satisfaction is able to be variableintervening between Customer Relationship Management on customer loyalty.Keywords: Customer Relationship Management, brand trust, customer satisfaction andcustomer loyalty
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Saridewi, Difta Octavia, and Rusdi Hidayat Nugroho. "Pengaruh Citra Merek, Harga, Dan Kualitas Produk Terhadap Loyalitas Melalui Kepuasan Konsumen Sebagai Variabel Intervening." Al-Kharaj : Jurnal Ekonomi, Keuangan & Bisnis Syariah 4, no. 6 (March 1, 2022): 1725–41. http://dx.doi.org/10.47467/alkharaj.v4i6.1072.
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This study aims to determine: (1) the effect of brand image on customer loyalty through customer satisfaction, (2) the effect of price on customer loyalty through customer satisfaction, (3) the effect of product quality on customer loyalty through customer satisfaction, (4) the effect of brand image on customer loyalty, (5) The effect of price on customer loyalty, (6) The effect of product quality on customer loyalty, and (7) The effect of consumer satisfaction on customer loyalty. This research method uses quantitative methods. The population in this study are all consumers who buy and consume Bear Brand Milk products in the city of Surabaya. While the sample in this study were consumers who consumed Bear Brand Milk products more than once in the city of Surabaya with an age range of 15 - 54 years with a sample of 100 people. The data analysis technique used is Path analysis. With the results of the study that the brand image variable (X1) has a positive and significant effect on customer loyalty (Y) through customer satisfaction (Z). Price variable (X2) has a positive and significant effect on customer loyalty (Y) through customer satisfaction (Z). Product quality variable (X3) has a positive and significant effect on customer loyalty (Y) through customer satisfaction (Z). Brand image variable (X1) has a positive and significant effect on customer loyalty (Y). Price variable (X2) has no positive and insignificant effect on customer loyalty (Y). Product quality variable (X3) has a positive and significant effect on customer loyalty (Y).
Keywords: Brand image, price, product quality, consumer satisfaction, customer loyalty
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Zara Hayat, Sahar Hayat, Saba Hayat, and Hayat Muhammad Awan. "A Framework for Assessing Impact of Brand Personality on Customer Satisfaction: The Moderating Role of Gender and Age." Journal of Business and Social Review in Emerging Economies 6, no. 3 (September 9, 2020): 999–1014. http://dx.doi.org/10.26710/jbsee.v6i3.1334.
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This study develops an empirical examination of brand personalities in cellular phone sector of Pakistan as a predictor of customer satisfaction. The purpose of this research is to develop a framework that how brand personality of cell phone can increase the level of customer satisfaction. This study also aims to test the moderating role of demographic characteristics (Gender and Age) in the relationship between brand personalities and customer satisfaction. A sample of 300 cell phone users from 5 cities of Pakistan is selected .Based on the survey of consumers of cell phones; the authors checked the effect of brand personality on customer satisfaction. Moderation Analysis was used to check the moderation effect of demographic characteristics (Gender and Age) on the relationship between brand personality and customer satisfaction. Results indicated that due to different dimensions of brand personality of cell phones, customer observed massive satisfaction level. So, since customer faced more satisfaction, they signified more intention towards brand. Further, our research also confirmed the moderating role of Customer Age. This study reveals that when cell phone manufacturing companies invest the human characteristics into their brand so that personality of their brand can develop, their customers can be more loyal towards organization and their level of satisfaction increased. Marketers and Brand Managers must develop marketing and advertisement activities in line with the personality of their cell phone brands.
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Asmoningsih, Rahmania. "PENGARUH DARI IDENTITY TERHADAP BRAND VALUE, SATISFCATION, TRUST AND BRAND LOYALTY." Jurnal Manajemen dan Pemasaran Jasa 8, no. 2 (August 16, 2016): 87. http://dx.doi.org/10.25105/jmpj.v8i2.1593.
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<p>The purpose of this study was to analyze the influence of brand identity on brand value, customer satisfaction and brand trust and the influence of brand value and customer satisfaction on brand trust and its impact on brand loyalty. Respondents in this study is the beauty clinic customers in Jakarta which consists of 112 respondent . Structural Equation Modeling (SEM) with AMOS version 16 used in this study for data analysis . Results of the testing showed that the brand identity has a positive influence on brand value and brand trust, and customer satisfaction and brand value has a positive influence on brand trust that subsequently will have positive influence on brand loyalty. The results also showed that the brand identity does not have an influence on customer satisfaction</p>
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Rahayu, Sri, and Maulana Hadi Kusuma. "PENGARUH BRAND IMAGE DAN KUALITAS PRODUK TERHADAP KEPUASAN DAN LOYALITAS KONSUMEN (STUDI PADA PELANGGAN KFC CABANG BATURAJA)." Jurnal Manajemen Bisnis Unbara 2, no. 2 (December 27, 2021): 128–47. http://dx.doi.org/10.54895/jmbu.v2i2.1074.
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This study aimed to determine the effect of Brand Image on Customer Satisfaction, determine the effect of Product Quality on Customer Satisfaction, determine the effect of Customer Satisfaction on Customer Loyalty, determine the effect of Brand Image on Customer Loyalty, determine the effect of Product Quality on Customer Loyalty. The type of research used is explanatory research with quantitative approach. The research conducted by Purposive techniques of 100 customer of KFC Branch Baturaja. Data were collected through questionare. Descriptive analysis and path analysis were used as data analysis techniques.The result of the study reveals that Brand Image has direct and significant effect on Customer Satisfaction, Product Quality has direct and significant effect on Customer Satisfaction, Customer Satisfaction has direct and significant effect on Customer Loyalty, Brand Image has direct and not significant effect on Customer Loyalty, Product Quality has direct and significant effect on Customer Loyalty. Thus, the company should continue to improve the brand image and product quality of KFC Branch Baturaja, so that customer will continue to become a loyal customer. KFC Branch Baturaja should continue to deliver satisfaction to its customer.
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Isyanto, Puji, and Kartika Wijayanti. "Pengaruh Kualitas Pelayanan Dan Citra Merek Terhadap Kepuasan Pelanggan J&T Express Pada Masa Pandemi COVID-19." Owner 6, no. 2 (April 11, 2022): 2101–11. http://dx.doi.org/10.33395/owner.v6i2.818.
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This study aims to determine, explain, and analyze service quality and brand image on customer satisfaction, the correlation of service quality and brand image on customer satisfaction, the effect of service quality and brand image partially on customer satisfaction, the effect of service quality and brand image simultaneously on customer satisfaction. customer satisfaction. This type of research is quantitative with descriptive and verification research methods.. The sampling technique uses a non-probability sampling technique, namely purposive sampling. Data collection techniques using questionnaires and to analyze data using scale range and path analysis. The results showed that the service quality of J&T Express COVID-19 was quite good because it was in the criteria range of the scale quite agree, the J&T Express brand image perceived was considered good because it was in the criteria range. agree scale, J&T Express customer satisfaction felt is considered good because it is in the agreed scale criteria range, there is a correlation between service quality and brand image with a very strong and unidirectional correlation level because the results positive correlation coefficient, there is a partial influence between service quality and brand image on customer satisfaction, there is a simultaneous influence between service quality and brand image on customer satisfaction..
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Pinakapani*, Dr P., and Ajatashatru Samal. "Enhancement of Customer Satisfaction through Emphasizing on Customer Relationship Management, Brand Equity & Value Chain." International Journal of Recent Technology and Engineering (IJRTE) 8, no. 6 (March 30, 2020): 4995–97. http://dx.doi.org/10.35940/ijrte.f8939.038620.
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This study attempts to evaluate the determinants of the combination of tested models of brand equity, service value chain and customer relationship management particularly in selected banking services for enhancing the satisfaction of the customer. The conceptual framework of these individual tested models is developed to offer customer satisfaction and delightnes. The applied structure of these tested models is based upon the customer-based brand value, also known as brand resonance model which contains five determinants such as brand images, brand salience, brand performance, brand judgment and brand services, culture & leadership, hassle free documentation & internet / e-banking services. The customer relationship management models contain identification of perspective & potential customer acquisitions, Product/service value proposition, Product/service portfolio analysis & mutually beneficial CRM. The Correlations were conducted and strong positive correlation between brand equity & customer relation management is observed. It can be seen that CRM model has highly influenced the customer satisfaction in banking sector. The multiple regression results indicate that the brand equity model, CRM and Value Chain model do have a significant influence in the customer satisfaction.
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Budiastari, Sita. "THE INFLUENCE OF PRODUCT QUALITY , PRICE PERCEPTION AND BRAND IMAGE ON SATISFACTION AND CUSTOMER LOYALTY HOLCIM CONCRETE READYMIX IN JAKARTA." JRMSI - Jurnal Riset Manajemen Sains Indonesia 7, no. 2 (September 30, 2016): 345. http://dx.doi.org/10.21009/jrmsi.007.2.08.
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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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Rusandy, Deby Santyo. "Pengaruh Brand Image Terhadap Loyalitas Pelanggan yang Dimediasi Kepuasan Pelanggan Pada Rumah Makan Titin Trenggalek." Jurnal Riset Inspirasi Manajemen dan Kewirausahaan 2, no. 1 (December 12, 2018): 1–11. http://dx.doi.org/10.35130/jrimk.v2i1.25.
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This study aims 1) To test and explain the effect of brand image on customer loyalty at TITIN Restaurant Trenggalek. 2) To test and explain the effect of brand image on customer satisfaction at TITIN Restaurant Trenggalek. 3) To test and explain the effect of customer satisfaction on customer loyalty at TITIN Restaurant Trenggalek and 4) To test and explain customer satisfaction mediation relationship between brand image with customer loyalty at TITIN Restaurant Trenggalek.Penelitian using eksplanasi research methods conducted through data collection in the field. The assumptions used in this study are the variables that can be measured by using the responses of respondents with questionnaires, TITIN Trenggalek Household consumer population, and samples of 100 respondents / consumers, data analysis using multiple linear regression statistic method, test sobel and hypothesis testing. Based on the results of research indicate that 1) Brand imagedapat improve customer loyalty at Restaurant TITIN Trenggalek.2) Brand imagedapat improve customer satisfaction at Restaurant TITIN Trenggalek. 3) customer satisfaction can increase customer loyalty at TITIN Restaurant Trenggalek and 4) Customer satisfaction mediate the relationship between brand image with customer loyalty at TITIN Restaurant Trenggalek.
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Surya, Rendy. "Pengaruh Service Quality dan Staff Behaviour terhadap Brand Loyalty TIKI di Jakarta Utara: Customer Satisfaction sebagai Variabel Mediasi." Jurnal Manajemen Bisnis dan Kewirausahaan 1, no. 1 (August 2, 2019): 150. http://dx.doi.org/10.24912/jmbk.v1i1.4764.
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The purposes of this study are: First, to explore the effect among service quality on brand loyalty. Second, to explore the effect among staff behaviour on brand loyalty. Third, to explore the effect among service quality on customer satisfaction. Fourth, to explore the effect of customer satisfaction on brand loyalty. Fifth, to find out if customer satisfaction is able to mediate service quality toward brand loyalty. The populations of this research are all TIKI’s customer in Jakarta. The samples of this research are collected from TIKI’s customer in North Jakarta. The method of data collection was conducted by distributing questionnaires 200 respondents. The technique of data analysis used in this study was Partial Least Square and indirect effect test for mediation variable to example the hypotheses. The result are: first, the relationship between service quality have a significant and positive effect toward brand loyalty; second, the relationship between staff behaviour have a significant and positive effect toward brand loyalty; third, the relationship between service quality have a significant and positive effect toward customer satisfaction; forth, customer satisfaction have a significant and positive effect toward brand loyalty; fifth, customer satisfaction will mediate the effect between service quality on brand loyalty.
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Selvia, Selvia, and Rodhiah Rodhiah. "Pengaruh Personality Traits Terhadap Brand Loyalty Melalui Congruity Dan Customer Satisfaction Sebagai Variabel Mediasi Pada Brand Fore Coffee." Jurnal Manajerial Dan Kewirausahaan 2, no. 2 (May 20, 2020): 361. http://dx.doi.org/10.24912/jmk.v2i2.7929.
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This studies examines the effect of personality traits on brand loyalty through congruity and customer satisfaction as a mediating variables on the brand of Fore Coffee. This research design used quantitative methods with a descriptive approach. The sampling technique used purposive sampling, with 94 respondents which all of customers from Fore Coffee. Data were collected using questionnaire. The analysis used structural equation modelling (SEM) and SmartPLS 3 as a tool for analyzing data. The results of this study indicate that personality traits have a significant positive effect on consumer congruity on the Fore Coffee’s brand, personality traits have a significant positive effect on customer satisfaction on the Fore Coffee’s brand, personality traits directly have a significant positive effect on consumer brand loyalty on the Fore Coffee’s brand, congruity have a significant positive effect on consumer satisfaction on the Fore Coffee’s brand, congruity have a significant positive effect on consumer brand loyalty in the Fore Coffee’s brand, customer satisfaction does not have a significant effect on consumer brand loyalty on the Fore Coffee’s brand, congruity mediates the influences of personality traits on consumer brand loyalty on the Fore Coffee’s brand, and customer satisfaction does not mediate the influence of personality traits on consumer brand loyalty on the Fore Coffee’s brand. Penelitian ini meneliti pengaruh personality traits terhadap brand loyalty melalui congruity dan customer satisfaction sebagai variabel mediasi pada brand Fore Coffee. Desain penelitian ini menggunakan metode kuantitatif dengan pendekatan deskriptif. Teknik pengambilan sampel menggunakan purposive sampling, dengan responden sebanyak 94 yaitu seluruh konsumen dari Fore Coffee. Teknik pengambilan data dengan menggunakan kuesioner. Analisis yang digunakan adalah structural equation modelling (SEM) dan SmartPLS 3 sebagai alat untuk menganalisis data. Hasil penelitian ini menunjukkan bahwa personality traits berpengaruh positif signifikan terhadap congruity konsumen pada brand Fore Coffee, personality traits berpengaruh positif signifikan terhadap customer satisfaction konsumen pada brand Fore Coffee, personality traits secara langsung berpengaruh positif signifikan terhadap brand loyalty konsumen pada brand Fore Coffee, congruity berpengaruh positif signifikan terhadap customer satisfaction konsumen pada brand Fore Coffee, congruity berpengaruh positif signifikan terhadap brand loyalty konsumen pada brand Fore Coffee, customer satisfaction tidak berpengaruh signifikan terhadap terhadap brand loyalty konsumen pada brand Fore Coffee, congruity memediasi pengaruh personality traits terhadap brand loyalty konsumen pada brand Fore Coffee, dan customer satisfaction tidak memediasi pengaruh personality traits terhadap brand loyalty konsumen pada brand Fore Coffee.
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Krom, Ipek. "Global Online Entrepreneurship and the Impact of Innovation on Brands." EMAJ: Emerging Markets Journal 5, no. 2 (November 12, 2015): 90–101. http://dx.doi.org/10.5195/emaj.2015.90.
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AbstractThe purpose of this paper is to evaluate the significance of innovation driven online entrepreneurship as well as the impact of innovation on brand trust, customer satisfaction and brand loyalty in the extent of service innovations.Global online entrepreneurship was explored on a theoretical basis and correlation and regression analyses were used in order to evaluate the impact of the innovations of Google on brand trust, customer satisfaction and brand loyalty. Furthermore correlation and regression analyses were used in order to find out the relationship between brand loyalty and brand trust and the relationship between brand loyalty and customer relationship in the extent of service industry. The results show a direct and positive relationship between innovation and brand loyalty, a direct and positive relationship between innovation and brand trust and a direct and positive relationship between innovation and customer satisfaction. Furthermore, according to the research findings brand trust and customer satisfaction have a direct and positive relationship with brand loyalty. This research is limited to Google users since it is the most popular search engine worldwide. In this article the impact of innovation on brand trust, customer satisfaction and brand loyalty was evaluated. For future research the impact of innovation on other variables of brand loyalty can be studied.The findings of this study inform the readers about the impact of brand trust, customer satisfaction and brand loyalty on innovation in the extent of service innovations driven by global online entrepreneurship.
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Asy’ari, Abul Hasan, and Anthonius Junianto Karsudjono. "Pengaruh Kualitas Produk, Price fairness, Citra Merek dan Kepercayaan Merek Terhadap Kepuasan Pelanggan Handphone Merek Samsung di Banjarmasin." Al-KALAM JURNAL KOMUNIKASI, BISNIS DAN MANAJEMEN 8, no. 1 (January 11, 2021): 1. http://dx.doi.org/10.31602/al-kalam.v8i1.4154.
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This study aims to determine the effect of Product Quality, Price Fairness, Brand Image, and Brand Trust variables on Customer Satisfaction of Samsung brand mobile phones. This research is a correlational study with the population is all people who own and use Samsung mobile phones that meet the requirements for respondents. The sample in this study was 125 respondents. The results showed that (1). Simultaneously the Product Quality, Price Fairness, Brand Image and Brand Trust variables significantly influence Customer Satisfaction (2). Partially, Product Quality and Price Fairness variables have no significant effect on Customer Satisfaction. Whereas the Brand Image variable, Brand Trust has a significant effect on Customer Satisfaction.
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Khan, Imran, Zillur Rahman, and Mobin Fatma. "The role of customer brand engagement and brand experience in online banking." International Journal of Bank Marketing 34, no. 7 (October 3, 2016): 1025–41. http://dx.doi.org/10.1108/ijbm-07-2015-0110.
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Purpose The purpose of this paper is to examine the extent to which the customer-brand engagement influences the brand satisfaction and the brand loyalty in an online banking context. It further explores the role of the online brand experience as a mediating variable amidst the relationship of customer-brand engagement with brand satisfaction and brand loyalty. Design/methodology/approach This study has used 348 responses been collected through an online survey which was conducted among various online bank customers in Delhi, the national capital of India. The responses were analyzed by the means of the confirmatory factor analysis and structural equation modeling. Findings The results of online survey show that customer-brand engagement positively influences online brand experience. The effects of customer-brand engagement on brand satisfaction and brand loyalty are partially mediated by the online brand experience. Mediation of online brand experience produces the stronger effects as compared to those direct effects of the customer-brand engagement on the brand satisfaction and the brand loyalty. Practical implications This study suggests bank managers to develop strategies that could be able to increase the levels of the customer-brand engagement in an online setting because of its scheduled effects on the online brand experiences and the consumer behavioral outcomes. Originality/value This research is the first-of-its-kind that examines the effect of customer-brand engagement on the customers’ brand experience, brand satisfaction and brand loyalty in the online banking context.
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Felisia NG, Melitina Tecoalu, and Soegeng Wahyoedi. "The Role of Customer Satisfaction in Mediating the Effect of Service Claim and Brand Image on Customer Loyalty at PT Asuransi Sahabat Artha Proteksi in Jakarta." Britain International of Humanities and Social Sciences (BIoHS) Journal 4, no. 1 (March 9, 2022): 126–39. http://dx.doi.org/10.33258/biohs.v4i1.598.
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The purpose of this study was to determine the role of customer satisfaction in mediating the effect of Service Claim and Brand Image on Customer Loyalty at PT Asuransi Sahabat Artha Proteski in Jakarta. This research was conducted using the Probability Sampling method with the type of Simple Random Sampling. Researchers distributed questionnaires to 100 respondents who were customers of PT Asuransi Sahabat Artha Proteksi in Jakarta. Data analysis using SmartPLS Analysis version 3.3. The results of this study indicate that service claims have a positive and significant effect on customer loyalty. Brand image has a positive and significant influence on customer loyalty. Service claims have a positive and significant effect on customer satisfaction. Brand image has a positive and significant influence on customer satisfaction. Customer satisfaction has a positive and significant influence on customer loyalty. Customer satisfaction mediates the effect of service claims on customer loyalty. Customer satisfaction mediates the effect of brand image on customer loyalty.
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Kusumah, Alum, and Cheng-Wen Lee. "DO GREEN MARKETING AND GREEN BRAND AWARENESS INFLUENCE CUSTOMER SATISFACTION? AN EMPIRICAL STUDY." Oradea Journal of Business and Economics 5, no. 2 (September 2020): 31–43. http://dx.doi.org/10.47535/1991ojbe109.
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The importance of this study in bridging the gap between existing research literature works by analysing the influence of green marketing and awareness of the green brand on customer satisfaction of mineral water products. The analysis adopted a quantitative and analytical approach by administering structured questionnaires. The questionnaire developed based on the objectives of the research and the analysis of the relevant literature on green marketing, green brand awareness, and customer satisfaction. The results revealed green marketing had no influence on customer satisfaction in the case of the Pristine 8 + bottled mineral water customers. However, it was found that green brand awareness has a positive influence on customer satisfaction. Green marketing and green brand awareness simultaneously have a positive influence on customer satisfaction of the Pristine 8 + bottled mineral water brand. This study expands the scientific literature by providing empirical evidence on green marketing, green brand awareness on customer satisfaction that also can use as a consideration that might help companies to make decisions that will allow them to surpass their competitors through green marketing and green brand awareness, and to meet their customer satisfaction.
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Sularso, Raden Andi. "PENGARUH SERVICE QUALITY, BRAND IMAGE, BRAND EQUITY DAN CORPORATE REBRANDING TERHADAP KEPUASAN DAN LOYALITAS PELANGGAN PADA TRANSMART INDONESIA." BISMA: Jurnal Bisnis dan Manajemen 14, no. 3 (November 30, 2020): 191. http://dx.doi.org/10.19184/bisma.v14i3.20737.
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This study analyzes the effect of service quality, brand image, brand equity, and corporate rebranding on customer satisfaction and loyalty of Transmart. The sample consisted of 200 respondents taken using the random sampling technique. Data were analyzed using Structural Equation Modeling. The results prove that service quality, brand image, and brand equity affect customer satisfaction and loyalty of Transmart. Corporate rebranding has a direct effect on customer satisfaction but does not affect the customer loyalty of Transmart.
Keywords: brand equity, brand image, corporate rebranding, service quality
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Faizun, Muhammad, and Ika Susilowati. "Pengaruh Brand Trust dan Perceived Value Terhadap Customer Loyalty dengan Customer Satisfaction sebagai Variabel Intervening." Jurnal Ilmiah Mahasiswa Manajemen, Bisnis dan Akuntansi (JIMMBA) 2, no. 4 (August 31, 2020): 546–62. http://dx.doi.org/10.32639/jimmba.v2i4.612.
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Penelitian ini bertujuan untuk mengetahui pengaruh brand trust dan perceived value terhadap customer loyalty melalui customer satisfaction sebagai variabel intervening. Populasi dalam penelitian ini adalah masyarakat di Kabupaten Kebumen yang menggunakan jaringan data internet Telkomsel. Sampel penelitian sebanyak 100 orang dengan metode purposive sampling. Metode yang digunakan dalam penelitian ini adalah metode kuantitatif. Analisis data mengunakan analisis jalur dengan progam SPSS 23 dan sobel test. Hasil penelitian ini menunjukan bahwa brand trust dan perceived value berpengaruh signifikan terhadap customer satisfaction. Selanjutnya brand trust tidak berpengaruh terhadap customer loyalty, sedangkan perceived value dan customer satisfaction berpengaruh signifikan terhadap customer loyalty. Serta customer satisfaction tidak dapat memediasi antara variabel brand trust dan perceived value terhadap customer loyalty.
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Tuti, Meylani, and Viki Sulistia. "The Customer Engagement Effect on Customer Satisfaction and Brand Trust and Its Impact on Brand Loyalty." Jurnal Manajemen Bisnis 13, no. 1 (March 1, 2022): 1–15. http://dx.doi.org/10.18196/mb.v13i1.12518.
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Research aims: The research purpose is to determine the influence of customer engagement on brand loyalty through customer satisfaction and brand trust.Design/Methodology/Approach: The population in this research was customers who made purchases from December 2019 until February 2020. The sampling technique employed purposive sampling to decide on 200 respondents. The data had been examined for reliability and validity. The data analysis method used quantitative and descriptive. Structural Equation Modeling (SEM) was utilized in the quantitative analysis.Research findings: The research results uncovered that customer engagement significantly influenced customer satisfaction. Customer engagement gave a significant influence on brand trust. Customer engagement gave a significant influence on brand loyalty. Customer satisfaction gave a significant influence on brand trust. The brand trust gave a significant influence on brand loyalty. Customer engagement gave an indirect influence on brand trust through customer satisfaction. Also, customer engagement indirectly influenced brand loyalty through brand trust and customer satisfaction.Theoretical contribution/Originality: The study gives contribution to the growth of brand literature.Practitioner/Policy implication: The study has implications for researchers and sellers on how to improve the brand.Research limitation/Implication: The limitation of this study is that it only used one clothing entrepreneurship business brand that utilized Instagram as a promotional medium for further research. Developing the research object further by using more similar brands is recommended.
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A.Z.Arifin, Jasin Mochammad, Dytta Novrianda, P. Astuti, C. C. Widayati,. "The Mediating Effects of Brand Preference to Customer Satisfaction." Jurnal Manajemen 22, no. 3 (October 24, 2018): 421. http://dx.doi.org/10.24912/jm.v22i3.431.
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The purpose of this study is to analyze the influence of brand preference to customer satisfaction (advertiser). Samples consists of one hundred and twenty persons of decision makers of government advertisemen programs in various government agencies and state owned companies. Data was collected by using self-completed questionnaire. Structural Equation Modelling used to analyze the indicator variables, latent variables and measurement error variables to determine of causal brand awareness, brand association, brand extension, perceived quality to customer satisfaction through brand preference of Sindo Media (MNC Group). The finding reveals a significant influence on mediated variables. While Brand awareness, Brand association, Brand extension, Perceived quality, has a significant influence on customer satisfaction. That means Brand preference has significant influence to customer satisfaction.
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Tama, Aji Wira, and Wisnu Untoro. "FAKTOR-FAKTOR PEMBENTUK LOYALITAS MEREK PADA PENGGUNA PONSEL SMARTFREN." Jurnal Economia 12, no. 2 (October 1, 2016): 97. http://dx.doi.org/10.21831/economia.v12i2.10820.
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Abstrak: Faktor-Faktor Pembentuk Loyalitas Merek pada Pengguna Ponsel Smartfren. Penelitian ini bertujuan menguji pengaruh dimensi dari nilai pelanggan dan identifikasi merek terhadap loyalitas merek dengan kepuasan pelanggan sebagai variabel mediasi. Penelitian ini menggunakan teknik purposive sampling dengan jumlah sampel sebanyak 175 responden pada pelanggan Smartfren. Hasil penelitian menunjukkan bahwa (1) nilai fungsional berpengaruh positif terhadap kepuasan pelanggan, (2) nilai emosional tidak berpengaruh terhadap kepuasan pelanggan, (3) nilai sosial tidak berpengaruh terhadap kepuasan pelanggan, (4) identifikasi merek berpengaruh positif terhadap kepuasan pelanggan, (5) nilai fungsional tidak berpengaruh terhadap loyalitas merek, (6) nilai emosional tidak berpengaruh terhadap loyalitas merek, (7) nilai sosial berpengaruh terhadap loyalitas merek, (8) identifikasi merek tidak berpengaruh terhadap loyalitas merek, (9) kepuasan pelanggan berpengaruh positif terhadap loyalitas merek, (10) nilai fungsional, nilai emosional, nilai sosial dan identifikasi merek tidak terbukti berpengaruh secara simultan terhadap loyalitas merek dengan kepuasan pelanggan sebagai variabel mediasi. Kata kunci: Nilai pelanggan, identifikasi merek, kepuasan pelanggan, loyalitas merek Abstract: Factors Affecting Brand Loyalty among Smartfren Customers. The purpose of this study was to analyze the effect of the dimensions of customer value and brand identification on brand loyalty and customer satisfaction as a mediating variable. A purposive sampling technique was adopted to collect 175 Smartfren customers. The results showed that: (1) the functional value has positive effect on customer satisfaction, (2) the emotional value has no effect on customer satisfaction, (3) social values has no effect on customer satisfaction, (4) brand identification has positive impact on customer satisfaction, (5) functional value has no effect on brand loyalty, (6) the emotional value has no effect on brand loyalty, (7) social value has positive effect on brand loyalty, (8) brand identification has no effect on brand loyalty, (9) customer satisfaction has positive effect on loyalty brand, (10) the functional value, emotional value, social value and brand identification simultaneous have no effect on brand loyalty with customer satisfaction as a mediating variable. Keywords: Customer value, brand identification, customer satisfaction, brand loyalty
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Adi Surya Pranantha, Kadek, and Nyoman Sri Subawa. "Lifestyle Marketing, Brand Personality, Brand Image, Customer Satisfaction, Customer Loyalty dan Impulse Buying." Jurnal Manajemen Bisnis 16, no. 4 (October 20, 2019): 116. http://dx.doi.org/10.38043/jmb.v16i4.2255.
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ABSTRACTLifestyle is a person's lifestyle in the world expressed in his activities, interests, and opinions Widjaja (2009). Lifestyle describes a whole person in interacting in their environment. Lifestyle or lifestyle of humans today grow in tandem with the history of economic globalization and the transformation of consumption capitalism which is characterized by the mushrooming of shopping centers. Through many media that exploit the luxurious lifestyle around the development of food, fashion, and fun, humans indirectly need to adjust to these developments. Along with the lifestyle changes that are fixated on food, fashion, and fun, the learning centers began in Bali, especially in Badung Regency in recent years. The data analysis used in this study is CB-SEM (Covariance Based-Structural Equation Modeling) with the AMOS (Analysis of Moment Structure) program. The data used in this study are primary data obtained directly from the source where in this study the primary data that will be used is obtained from the questionnaire. The results of the study show that lifestyle marketing, brand personality, brand image, and customer satisfaction have a positive and significant influence on customer loyalty and impluse buying at Starbuck in Badung Regency.
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Azizan, Nurul Sakinah, and Maha Mohammed Yusr. "THE INFLUENCE OF CUSTOMER SATISFACTION, BRAND TRUST, AND BRAND IMAGE TOWARDS CUSTOMER LOYALTY." International Journal of Entrepreneurship and Management Practices 2, no. 7 (September 25, 2019): 93–108. http://dx.doi.org/10.35631/ijemp.270010.
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Customer loyalty always becomes an important concern in the business organization. The main purpose of this study is to examine the influence of customer satisfaction, brand trust and brand image towards customer loyalty. This study focused on the branded computer product industry. The main problem in the industry is high competitiveness. It makes it hard for the manufacturer to obtain customer loyalty because of market competitiveness. Literature review regarding the computer industry in Malaysia and all items in independent and dependent variables has been discussed in order to provide a better understanding regarding past, present, and future needs in the study area. The in-depth review of literature has led to the establishment of a research framework focused on examining the influence of customer satisfaction, brand trust and brand image towards customer loyalty. In this regard, an online survey using Google forms was conducted among post-graduate students under the School of Business Management, Universiti Utara Malaysia. There are 269 students who participated in the survey. The data collected through Google forms consist of six parts were analyzed using SPSS. The results showed that customer satisfaction, brand trust, and brand image have a positive and significant influence on customer loyalty. In conclusion, the discussion, and explanation on limitation, theoretical and practical implications, limitations, direction for future research. This study proved that long term success and sustainable reputation of branded computer product companies depended on customer loyalty. The study recommends fulfilling customer expectations is the main priority to retain and enhance customer loyalty.
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Alqadri, Andi Nur Ichsan, Abdul Rahman Kadir, and Nuraeni Kadir. "THE INFLUENCE OF BRAND IMAGE AND SERVICE QUALITY ON CUSTOMER LOYALTY THROUGH CUSTOMER SATISFACTION IN. BOSOWA BERLIAN MOTORS IN THE CITY OF MAKASSAR." Hasanuddin Journal of Applied Business and Entrepreneurship 3, no. 4 (November 16, 2020): 136–45. http://dx.doi.org/10.26487/hjabe.v3i4.383.
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Today the competition in the business world is getting tighter, this is indicated by the number of competing companies that have sprung up that are engaged in the same type of business in capturing the market so that consumers buy the products offered and try to keep their customers so as not to turn to the same product from different companies. This study aims to analyze the effect of Brand Image and service quality on customer satisfaction, Brand Image and service quality on customer loyalty, the effect of customer satisfaction on customer loyalty, the influence of brand image and service quality on customer loyalty through customer satisfaction at PT. Bosowa Berlian Motor in Makassar city. To implement these objectives, data collection techniques are used through observation, questionnaires and documentation, using the Partial Least Square (PLS) analysis method. The results of the study found that brand image and service quality had a positive and significant effect on customer satisfaction. Brand image and service quality have a positive and significant effect on customer loyalty. Customer satisfaction has a positive and significant effect on customer loyalty. Customer satisfaction can partially mediate between brand image and service quality on customer loyalty. It can be indicated that the better the quality of service, the more satisfied the customer will be, thus impacting customer loyalty.
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Rofiq, Mukhlas, Achmad Firdi, and Harianto Respati. "The Effect of Brand Image and Social Media on Customer Retention through Customer Satisfaction at Kaliwatu Adventure." Volume 5 - 2020, Issue 8 - August 5, no. 8 (August 27, 2020): 589–94. http://dx.doi.org/10.38124/ijisrt20aug293.
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This study aims to determine the effect of brand image and social media on customer satisfaction related to customer retention in the adventure tourism destination, Kaliwatu Adventure. This study uses primary data from the results of a questionnaire filled in by 100 respondents, i.e. rafting visitors at Kaliwatu Adventure. Brand image and social media influence customer retention through customer satisfaction, which means that customer satisfaction as mediation can increase the effect of brand image and social media on customer retention at Kaliwatu Adventure. This research proves that in the field of adventure tourism, brand image and social media directly influence customer retention.
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Kurniawati, Tyas, Bambang Irawan, and Adi Prasodjo. "Analisis Pengaruh Kualitas Pelayanan, Harga, dan Brand Image Terhadap Kepuasan Konsumen Restoran Pizza Hut Cabang Jember." e-Journal Ekonomi Bisnis dan Akuntansi 6, no. 2 (May 29, 2019): 147. http://dx.doi.org/10.19184/ejeba.v6i2.11159.
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This study aims to knowing the influence of service quality, price, and brand image. This study is explanatory research. Population is all Pizza Hut customer Jember branch. The sampling method for this study was doing with nonprobability sampling with purposive sampling technique and it got 120 respondents. Data analysis method is multiple linear regression with confirmatory approach. The hypothesis of research is there was influenced service quality toward customer satisfaction, there was influenced price toward customer saisfaction., and there was influenced of brand image toward customer satisfaction on Pizza Hut Restaurant Jember Branch. The result of study showed up that service quality has influenced customer satisfaction. It indicates that given service by Pizza Hut Restaurant Jember branch according to the customer's hope, and the given service is enough satisfy. In order that, highly service quality will increase customer satisfaction. Price is not influenced customer satisfaction. It cause estimated price in receiving session and normally price is not same as decision from Pizza Hut Jember branch. Brand image is not influenced toward customer satisfaction. It cause brand image which Pizza Hut's got, it has not influenced to positive and negative direction. Keywords: Brand Image, Price, Customer Satisfaction, Service Quality.