How Brand Reputation Influences Customer Satisfaction: A Case Study of Starbucks, Malaysia

Abstract

Starbucks has a lot of loyal consumers from all over the world. There are some reasons that consumers tend to purchase at Starbucks. This study examines the influences of brand reputation on customer satisfaction in Starbucks, Malaysia. The study adopted a survey research design. The method of data collection in this study are internet sources and questionnaires. A total of 100 respondents participated in this survey. The data were analyzed with descriptive statistics and inferential statistics. From the findings of the study, we find out that the aspects of brand reputation influence and correlate to customer satisfaction in Starbucks, Malaysia. Besides, some recommendations for Starbucks' improvement can be obtained through the findings.

The study of the factors influencing consumers’ satisfaction in Shopee

“…As mentioned in the previous study, in order for the business to succeed customer satisfaction always has a crucial role as it helps in obtaining repeat customers (Bearden & Teel, 1983). Aryani et al (2021) also state that customer satisfaction is necessary for business. From Milind and Yedake (2020), it was observed that reliability is also a factor in analyzing customer satisfaction.…”

Peran Brand Image Sebagai Moderator Celebrity Endorser Pada Keputusan Pembelian

“…Mengingat faktor-faktor tersebut kami mengasumsikan bahwa penggunaan brand image akan mempengaruhi keputusan pembelian. Gambaran merek adalah faktor penting dalam membentuk persepsi dan preferensi konsumen, dan dapat secara signifikan mempengaruhi pilihan konsumen saat memilih produk atau layanan (Aryani et al, 2021;Kadarusman et al, 2019;Rosita & Novitaningtyas, 2021;Sholikhah & Prastiwi, 2020;G. S. Siregar, 2020).…”

Customer Satisfaction on Starbucks Malaysia Post-Covid 19 Pandemic

“…Customer satisfaction can also create long-term customer loyalty and happiness, increasing the brand's market share and growth through costeffectiveness (Pandey et al, 2021). For example, Starbucks' strong brand recognition has been sustained through its superior product quality, empathetic, responsive customer service, and gorgeous coffee shop atmosphere (Aryani et al, 2021). Thus, it can successfully generate consumer loyalty as a competitive advantage over its competitors in surviving in the market (Tu & Chang, 2012).…”