Email this article
The Effect of Service Quality on Customer Loyalty with Brand Images and Customer Satisfaction as Mediation
Abstract
This study aims to determine the effect of service quality on customer loyalty with brand images and customer satisfaction as mediation. This research is a quantitative correlational type using non probability sampling. The number of sample are 400 customers of BRI Branch Office on Soekarno Hatta Malang. Data is processed using Partial Least Square (PLS) method. The results show: 1) The service quality has a significant effect on customer satisfaction; 2) The service quality has a significant effect on brand images; 3) The service quality has no effect on customer loyalty; 4) The customer satisfaction has a significant effect on customer loyalty; 5) The brand images has no effect on customer loyalty; 6) The effect of service quality on customer loyalty through customer satisfaction is a significant.; 7) The effect of service quality on customer loyalty through brand images is an insignificant.
https://doi.org/10.26905/jmdk.v7i1.2692
Keywords
Brand Images, Customer Satisfaction, Loyalty, Service Quality
Full Text:
PDFReferences
Andrologi, F. (2014). Analisis Pengaruh Brand Image dan Brand Awareness Terhadap Brand Loyalty dan Dampaknya Terhadap Brand Equity. Fakultas Ekonomi dan Bisnis Universitas Dipenogoro Semarang.
Arikunto, Suharsimi. 2010. Prosedur Penelitian: Suatu Pendekatan Praktik. Jakarta: Rineka Cipta.
Ayu ,Putu Y Pusparani Ni Made Rastini, 2015 Pengaruh Kualitas Produk dan Brand Image Terhadap Kepuasan Konsumen dan Loyalitas Pelanggan Kamera Canon Digital Single Lens Reflex (DSLR) di Kota Denpasar. Fakultas Ekonomi dan Bisnis Universitas Udayana, Bali, Indonesia. Jurnal Manajemen Universitas Udayana, 3(5)
Bilson, Simmora, 2004, Riset Pemasaran, Jakarta, Gramedia Utama.
Chao, Ren-Fang. 2015. The Influence of Service Quality, Brand Image, and Customer Satisfaction on Customer Loyalty for Private Karaoke Roomsin Taiwan. The Journal of Global Business Management, 11 (1), 122-130
Cooper, Donald R dan Pamela, S. Schindler. 2006. Metode Riset Bisnis, volume 1. PT Media Global Eduksi. Jakarta.
Harianto David dan Dr. Hartono Subagio. 2013, Analisa Pengaruh Kualitas Layanan, Brand Image dan Atmosfer Terhadap Loyalitas Konsumen Dengan Kepuasan Konsumen Sebagai Variabel. Jurnal Manajemen Pemasaran Vol.1, No.1, 2013.
Ika, Nuruni dan Kustini. 2011. Experiental Marketing, Emotional Branding, and Brand Trust and their Effect on Loyalty on Honda Motorcycle Product. Journal of Economics, Business, and Accountancy Ventura, Vol. 14, No. 1, April 2011, pp. 19-28
Kasmir.2014. Dasar-Dasar Perbankan. Edisi Revisi, Cetakan ke duabelas, PT. Raja Grafindo Persada, Jakarta.
Kavengi Onyancha Grace, 2013. The Impact of Bank Brand Image on Customer Satisfaction and Loyalty: A Case of Kenya Commercial Bank. Jomo Kenyatta University of Agriculture and Technology, School for Human Resource Development. European. Journal of Business and Management. Vol.5, No.21, 2013. ISSN 2222-2839
Kotler, Philip and Keller. (2008). Manajemen Pemasaran. Edisi Ketigabelas. Jilid 1. Jakarta: Erlangga.
Kotler, Philip and Kevin Lane Keller. 2012. Marketing Management 13.New Jersey: Pearson Prentice Hall, Inc.
Lovenia, Christiana Okky Augusta. 2012. Analisis Pengaruh Kualitas Pelayanan terhadap Kepuasan Nasabah (Studi Kasus Pada Nasabah Bank Jateng Cabang Utama Semarang). Semarang: Universitas Diponegoro
Mukarom, Moch Syaeful. 2012. Analisis Pengaruh Nilai Nasabah dan Kualitas Pelayanan Terhadap Kepuasan Nasabah Untuk Menciptakan Loyalitas Nasabah (Studi Kasus Nasabah Bank BRI Cabang Pandanaran Semarang). Journal of Management. Volume 1 Nomer 1
Parasuraman, Valarie A. Zeithmal, and Leonard L. Berry. 1988. SERVQUAL: A Multiple-Item Scale for Measuring Consumer Perceptions of Service Quality. Journal of Retailing. Vol 64 (1) pp 12-37
Sugiyono. 2012. Metode Penelitian Kuantitatif Kualitatif dan R&D. Bandung: Alfabet.
Undang-Undang No.10 Tahun 1998 Tentang Perubahan Atas Undang_Undang No. 7 Tahun 1992 Tentang Perbankan
DOI: https://doi.org/10.26905/jmdk.v7i1.2692
Refbacks
- There are currently no refbacks.
Indexing by:
 |  |  |
 |  |
Index Copernicus International (ICI)
Tools:
 |  |
In Collaboration with:
 |
Jurnal Manajemen dan Kewirausahaan Management Department Faculty of Economics University of Merdeka Malang MAILING ADDRESS
|
