Peran Citra Merek, Nilai Pelanggan, dan Kualitas Persepsian terhadap Kepuasan Pelanggan: Sebuah Studi Kasus

Risdwiyanto, Andriya; Saputra, Saktya Ganes

doi:10.30588/jmp.v5i2.159

Cited by 3 publications

(5 citation statements)

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“…When services are challenging to evaluate, brand image is an essential factor that can influence consumer perception and evaluation of service satisfaction. This attitude will cause customer satisfaction towards the company and its products (Risdwiyanto & Saputra: 2016). This is also supported by previous research conducted by Setyowati and Wiyadi (2016), Risdwiyanto and Saputra (2016), Sasongko (2014), Lahap et al (2016).…”

Section: Effect Of Brand Image (X2)on Customer Satisfaction (Y1)supporting

confidence: 71%

“…This attitude will cause customer satisfaction towards the company and its products (Risdwiyanto & Saputra: 2016). This is also supported by previous research conducted by Setyowati and Wiyadi (2016), Risdwiyanto and Saputra (2016), Sasongko (2014), Lahap et al (2016). PT Grab not only focuses on their products and services, but they also need to pay attention to driver-partners.…”

Section: Effect Of Brand Image (X2)on Customer Satisfaction (Y1)mentioning

confidence: 54%

“…Research conducted by Lahap et al, 2016;Risdwiyanto & Saputra, 2016;Sasongko, 2014;Setyowati & Wiyadi, 2016;Yana et al, 2015 brand image has a positive and significant effect on customer satisfaction. The research conducted bySoelasih, 2016; Sondakh, 2014 concluded that brand image does not affect customer satisfaction.…”

Section: Introductionmentioning

confidence: 99%

See 2 more Smart Citations

The Influence of Service Quality and Brand Image on Loyalty Through Satisfaction Grab-Bike Customers in Bekasi City

Ariyani¹,

Riyanto²,

Efendi³

2021

bijak

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The purpose of this study was to determine and analyze the effectof Service Quality and Brand Image on the loyalty of users of theonline Grab bike Ojek transportation service through customersatisfaction as an intervening variable. The population in this studywas Grab bike users in the city of Bekasi, with 200 respondents.This study uses non-probability sampling with SEM researchmethods assisted by the LISREL version 8.8 program as a dataprocessing instrument. The results show that service quality andbrand image have a direct effect on customer satisfaction. Anotherconsequence of this study is that brand image has an indirectimpact on customer loyalty. Quality directly affects customerloyalty through customer satisfaction and service, with customersatisfaction as an intervening variable.

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Section: Effect Of Brand Image (X2)on Customer Satisfaction (Y1)supporting

confidence: 71%

Section: Effect Of Brand Image (X2)on Customer Satisfaction (Y1)mentioning

confidence: 54%

See 1 more Smart Citation

The Influence of Service Quality and Brand Image on Loyalty Through Satisfaction Grab-Bike Customers in Bekasi City

Ariyani¹,

Riyanto²,

Efendi³

2021

bijak

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“…Literally, loyalty refers to a person's loyalty to an object (Tannady & Purnamaningsih, 2023). Customers that are loyal to a brand have an optimistic outlook toward it, are dedicated to it, and plan to keep buying from it in the future (Risdwiyanto & Saputra, 2016).…”

Section: Literature Reviewmentioning

confidence: 99%

The Effect of Service Quality, Marketing Mix and Brand Image on Customer Loyalty in Banking Industry

Djojo,

Andriya Risdwiyanto,

Moh Gifari Sono

et al. 2023

jemsi

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The growth of banking is currently accelerating significantly. The rapid expansion and development of technology, information, machinery, and heavy equipment, particularly communication technology, is to blame for this transition. This study aims to examine how customer loyalty in Islamic banks is impacted by marketing mix, brand image, and service quality. This study uses quantitative methods. The research was carried out between June and August of 2022. Active users of Islamic banks make up the research sample. Primary data were used in this investigation, and they were obtained by employing a questionnaire and a random sample technique. The consumers of Islamic banks are the subject of this study. The findings of this study suggest that customer loyalty in Islamic banks is positively and significantly influenced by the marketing mix, brand image, and service quality, partially and simultaneously.

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“…Keinginan pelanggan untuk melakukan pembelian kembali dipengaruhi oleh nilai yang dirasakan pelanggan (Cronin et al, 2000). Nilai pelanggan juga dapat merefleksikan persepsi pelanggan atas atribut kualitas dan fungsi harga yang diyakini memiliki pengaruh terhadap keputusan transaksi (Risdwiyanto dan saputra, 2016). Konsumen menekankan bahwa keuntungan yang diterima dari suatu produk atau jasa merupakan komponen yang penting dalam nilai (Kusdyah, 2012).…”

Section: Pendahuluanunclassified

PENGARUH PERSEPSI KUALITAS, CITRA MEREK DAN PERSEPSI NILAI TERHADAP KEPUASAN UNTUK MENINGKATKAN LOYALITAS PELANGGAN (Studi Pada Produk Laptop Merek Asus)

Paramitha¹,

Kusuma²

2018

EJMUNUD

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Penelitian ini bertujuan untuk menjelaskan pengaruh persepsi kualitas, citra merek dan persepsi nilai terhadap kepuasan untuk meningkatkan loyalitas pelanggan. Penelitian ini dilakukan di Kota Denpasar yang melibatkan 105 responden melalui metode purposive sampling dan pengumpulan data dilakukan dengan menyebarkan kuesioner yang berisi pernyataan berkaitan dengan variabel persepsi kualitas, citra merek, persepsi nilai, kepuasan pelanggan dan loyalitas pelanggan. Teknik analisis data yang digunakan adalah teknik analisis jalur dan uji asumsi klasik. Hasil penelitian ini menemukan bahwa persepsi kualitas, citra merek dan persepsi nilai berpengaruh positif dan signifikan terhadap kepuasan pelanggan. Kepuasan pelanggan juga memiliki pengaruh positif dan signifikan terhadap loyalitas pelanggan. Hal ini menunjukkan bahwa meningkatkan loyalitas pelanggan, perusahaan diharapkan mampu mempertahankan dan fokus mengenai persepsi kualitas, citra merek dan persepsi nilai, maka dapat meningkatkan kepuasan pelanggan sehingga loyalitas pelanggan akan meningkat. Kata kunci: persepsi kualitas, citra merek, persepsi nilai, kepuasan, loyalitas pelanggan

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Peran Citra Merek, Nilai Pelanggan, dan Kualitas Persepsian terhadap Kepuasan Pelanggan: Sebuah Studi Kasus

Cited by 3 publications

References 0 publications

The Influence of Service Quality and Brand Image on Loyalty Through Satisfaction Grab-Bike Customers in Bekasi City

The Influence of Service Quality and Brand Image on Loyalty Through Satisfaction Grab-Bike Customers in Bekasi City

The Effect of Service Quality, Marketing Mix and Brand Image on Customer Loyalty in Banking Industry

PENGARUH PERSEPSI KUALITAS, CITRA MEREK DAN PERSEPSI NILAI TERHADAP KEPUASAN UNTUK MENINGKATKAN LOYALITAS PELANGGAN (Studi Pada Produk Laptop Merek Asus)

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