PENGARUH BRAND PREFERENCES TERHADAP CUSTOMER LOYALTY MELALUI KEPUASAN KONSUMEN CHATIME DI SURABAYA
Abstract
One of the contemporary drink brands, Chatime has significant regular customers. This Study aims to determine the effect of Brand Preferences on Customer Loyalty Through Customer Satisfaction at Chatime in Surabaya. At least there are several indicators contains in each element that underlines the questionnaire that has been distributed to the target of the researcher. This research was conducted using quantitative methods using the method of calculating the results of the GSCA which the overall results of the indicators were declared valid and reliable. Hypothesis test results indicate that the value estimate on the relationship between customer satisfaction has a positive and significant effect on brand preferences.
Keywords
Full Text:
PDFReferences
Amadi, C., & Sunday, E. M. 2014. Factors influencing brand preference of beer consumption in Port-Harcourt Metropolis, Rivers State, Nigeria. European Journal of Business and Management, 5(17), 76–87.
Amoako, G. K., Anabila, P., Asare Effah, E., & Kumi, D. K. 2017. Mediation role of brand preference on bank advertising and customer loyalty: A developing country perspective. International Journal of Bank Marketing, 35(6), 983–996. https://doi.org/10.1108/IJBM-07-2016-0092
Ardiani, S, et al. 2020. The Effect of Hospital Image and Service Quality on Customer Loyalty Through Customer Satisfaction. Advances in Social Science, Education and Humanities Researchm Volume 431.
Dewi, L. 2020. Customer Loyalty, Through Customer Satisfaction In Customers PT. XYZ. Jurnal Aplikasi Manajemen. 18. 189-200. 10.21776/ub.jam.2020.018.01.19.
Ebrahim, R., Ghoneim, A., Irani, Z., & Fan,Y. (2016). A brand preference and repurchase intention model: The role of consumer experience. Journal of Marketing Management, 32(13–14), 1230–1259. https://doi.org/10.1080/0267257X.2016.1150322
Etikan, I. 2016. Comparison of convenience sampling and purposive sampling. American Journal of Theoretical and Applied Statistics, 5(1), 1. https://doi.org/10.11648/j.ajtas.20160501.11
Ghose, S., & Lowengart, O. 2013. Consumer choice and preference for brand categories. Journal of Marketing Analytics, 1(1), 3–17. https://doi.org/10.1057/jma.2012.1
Hellier, P. K., Geursen, G. M., Carr, R. A., & Rickard, J. A. 2003. Customer repurchase intention. European Journal of Marketing, 37(11/12), 1762–1800. https://doi.org/10.1108/03090560310495456
Holbrook, M. B., & Hirschman, E. C. 1982. The experiential aspects of consumption: Consumer fantasies, feelings, and fun. Journal of Consumer Research, 9(2), 132. https://doi.org/10.1086/208906
Hwang, H., & Takane, Y. (2014). Generalized Structured Component Analysis: A component-based approach to structural equation modeling. In Generalized Structured Component Analysis: A ComponentBased Approach to Structural Equation Modeling. https://doi.org/10.1201/b17872
Hwang, H., Takane, Y., & Jung, K. (2017). Generalized Structured Component Analysis with uniqueness terms for accommodating measurement error. Frontiers in Psychology, 8(DEC).
Jacoby, J., & Kyner, D. B. (1973). Brand loyalty vs. repeat purchasing behavior. Journal of Marketing Research, 10(1), 1. https://doi.org/10.2307/3149402
Karam, A. A., & Saydam, S. (2015). An analysis study of improving brand awareness and its impact on consumer behavior via media in North Cyprus (A case study of fast food restaurants ). International Journal of Business and Social Science, 6(1), 66–80.
Kaura, V., Prasad, C. S. D., & Sharma, S. (2015). Service quality, service convenience, price and fairness, customer loyalty, and the mediating role of customer satisfaction. International Journal of Bank Marketing, 33(4), 404–422. https://doi.org/10.1108/IJBM-04-2014-0048
Kotler, P., & Armstrong, G. (2017). Marketing: An introduction (13th ed.). Pearson Education Limited. https://doi.org/10.1016/0166-4972(92)90011-6
Kotler, P., & Keller, K. L. (2016). A Framework for Marketing Management. in Marketing Management.
Moorman, C., Zaltman, G., & Deshpande,R. (1992). Relationships between
providers and users of market research: The dynamics of trust within and between organizations. Journal of Marketing Research, 29(3), 314. https://doi.org/10.2307/3172742
Nugroho, A., Oktavio, A., & Kartika, E. W. (2019). Salesperson deviant behavior in Indonesian restaurant service attendants. International Review of Management and Marketing, 9(4), 1–6. https://doi.org/10.32479/irmm.8318
Pakurár, M., Haddad, H., Nagy, J., Popp, J.,& Oláh, J. (2019). The service quality dimensions that affect customer satisfaction in the Jordanian banking sector. Sustainability (Switzerland), 11(4). https://doi.org/10.3390/su11041113
Rahardjo, C. R. (2016). Faktor yang menjadi preferensi konsumen dalam membeli produk frozen food. Jurnal Manajemendan Start-Up Bisnis, 1(1), 32–43.
Rimawan, Erry,dkk. 2017. The Influence of Product Quality, Service Quality and Trust on Customer Satisfaction and Its Impact on Customer Loyalty. International Journal of Scientific and Engineering Research Volume 8, Isuue 7, Juli - 2017 ISSN 2229-5518
San. (2011). Consumers’ perceived quality, perceived value and perceived risk towards purchase decision on automobile. American Journal of Economics and Business Administration, 3(1), 47–57. https://doi.org/10.3844/ajebasp.2011.47.57
Subagyo, Rokhmat, dkk. 2019. Citra Perusahaan, Kualitas Pelayanan dan Saluran Distribusi Terhadap Kepuasan Nasabah. At - Tijaroh: Jurnal Ilmu Manajemen dan Bisnis Islam Volume 5 Nomor 2 Ed. Juli-Desember 2019: hal 280 - 295 pISSN: 2356 - 492X e-ISSN: 2549 -9270
Refbacks
- There are currently no refbacks.