The purpose of this research is to know the effect of self-service technology service quality on customer loyalty, behavioral intention, and customer satisfaction, the effect of self-service technology service quality on customer loyalty and behavioral intention mediated by customer satisfaction, and the effect of self- service technology service quality on customer loyalty mediated by brand image. This study uses a quantitative approach using an online questionnaire data collection method (Google Form) and will be disseminated via social media (Line, WhatsApp, and Instagram). The sampling technique used in this study is non-probability sampling – purposive sampling with 218 respondents. The results of the research conducted prove that all hypotheses in the study are supported, including service quality self-service technology has a positive effect on customer loyalty, service quality self-service technology has a positive effect on behavioral intention, service quality self-service technology has a positive effect on customer satisfaction, customer satisfaction mediates the relationship between service quality self-service technology on customer loyalty positively, customer satisfaction mediates the relationship service quality self-service technology positively on behavioral intention, brand image mediates the relationship service quality self-service technology positively on customer loyalty.
This study aimed to investigate the relationship between social media presence, brand awareness, customer loyalty, and sales growth among fashion industry entrepreneurs in West Java. A survey was conducted with 150 participants, and the data were analyzed using Pearson’s correlation coefficient. The results indicate that social media presence is positively associated with brand awareness, customer loyalty, and sales growth. The findings suggest that fashion industry entrepreneurs in West Java should focus on building and maintaining a solid social media presence to improve their brand awareness, customer loyalty, and sales growth.
Penelitian ini bertujuan untuk meneliti apakah brand love memiliki pengaruh terhadap brand loyalty, dan apakah self-esteem serta social influences (susceptibility to normative influence) memiliki peran pada pengaruh brand love terhadap brand loyalty. Penelitian ini menggunakan analisis deskriptif dengan menggunakan metode pengumpulan data dengan Google Form yang dilakukan pada 150 responden yang memenuhi kriteria yang telah ditentukan. Olah data kemudian dilakukan menggunakan Smart PLS 3.3. Hasil penelitian ini menunjukkan bahwa brand love memiliki pengaruh yang signifikan terhadap brand loyalty. Kemudian brand love juga memiliki pengaruh terhadap self-esteem dan susceptibility to normative influence. Dan, self-esteem serta susceptibility to normative influence terbukti berpengaruh terhadap brand loyalty
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