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Journal : Jurnal Ekonomi dan Bisnis GROWTH (JEBG)

PENGARUH KUALITAS PELAYANAN, BRAND IMAGE (CITRA MEREK) DAN TRUST (KEPERCAYAAN) TERHADAP LOYALITAS PELANGGAN PT. POS INDONESIA (PERSERO) KECAMATAN KAPONGAN KABUPATEN SITUBONDO Mohammad Yahya Arief; Ida Subaida
Growth Vol 19 No 1 (2021): Mei
Publisher : Relawan Jurnal Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (329.391 KB) | DOI: 10.36841/growth-journal.v19i1.1597

Abstract

This study aims 1 to determinethe effectbof service quality, Brand image, and trust partially affect the loyalty of violators 2 to determine the effect of service quality, brand image and trust influence simultaneously on costomer loyalty 3 to find out between service quality, brand image and trust ae the most dominant influence on costomer loyalty. The method uset in this research is quantitative method. The results are multiple linear regression equation Y = 3,550E-17+ 0,214X_1 + 0,213X_2 + 0,510X_3 + e. Partially, service quality has a significant positive effect with a value of 2,732, amouting to 1,663, brand image has a significant positive effect with a value of 2,469, amaoting to 1,663. Trust has a significant positive effect whith a value of 5,721, amouting to 1,663. Simultaneously the quality of service, brand image and trust affect costomer loyalty, whith a value of 26,091, of 2,72. The most dominant variable in this study is must trus with a value of 5,721.
ANALISIS FAKTOR-FAKTOR YANG MEMPENGARUHI LOYALITAS KONSUMEN PADA RUMAH MAKAN TUNGGAL RASA DI SITUBONDO DENGAN KEPUASAN KONSUMEN SEBAGAI VARIABEL INTERVENING Mohammad Yahya Arief; Ayu Dian Permatasari; Randika Fandiyanto
Growth Vol 21 No 1 (2023): Mei
Publisher : Relawan Jurnal Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.36841/growth-journal.v21i1.3170

Abstract

Marketing is an essential part of the sustainability and development of a company. Therefore, Rumah Makan Tunggal Rasa must be able to choose the right marketing strategy to develop the business and maintain business stability because it is one of the keys to business success. This study analyses and tests store image and product quality's effect on customer loyalty at Rumah Makan Tunggal Rasa, with consumer satisfaction as an intervening variable. Sampling techniques are determined by probability sampling. This study's data analysis and hypothesis testing used the Structural Equation Model - Partial Least Square (PLS-SEM). The results of the direct effect hypothesis test using the Smart PLS 3.0 application show that the store image has a significant effect on customer satisfaction, consumer quality has a significant effect on purchase satisfaction, and customer satisfaction has a significant impact on consumer loyalty. The results of the indirect effect hypothesis test show that the variable store image on customer loyalty through customer satisfaction has a significant positive effect, and product quality on customer loyalty through customer satisfaction has a significant positive impact.