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UEU » Scientific Articles » Manajemen Posted by [email protected] at 27/11/2019 10:45:26 • 507 Views
CUSTOMER LOYALTY FORMATION MODEL BASED ON SATISFACTION CUSTOMER IN E-COMMERCE-BASED TRANSPORTATION INDUSTRY IN INDONESIACreated by :
Ir. JATMIKO, MM ( 296090069 ) ARI ANGGARANI WINADI PRASETYONING TYAS, SE, MM Sudarwan
Subject: | E-COMMERCE KESETIAAN PELANGGAN | Alt. Subject : | E-COMMERCE CUSTOMER LOYALTY | Keyword: | BRAND IMAGE SERVICE QUALITY CUSTOMER SATISFACTION |
Description:
The research objective is to create a construction model for the formation of Customer
Loyalty based on Customer Satisfaction in the E-Commerce-Based Transportation industry to
improve the ability to compete in maintaining loyal customers and reaching new customers.
Companies must know how the pattern of the formation of Customer Loyalty based on Customer
Satisfaction in the E-commerce based transportation industry, based on brand image and service
quality. The research design is quantitative and in the form of explanatory causality, testing the effect
of brand image and service quality factors on customer loyalty through customer satisfaction with 380
respondents. Sampling uses a purposive sampling technique. Hypothesis testing uses Structural
Equation Modeling (SEM) through AMOS. Brand image factors (X1) include the strength of brand
associations, the uniqueness of brand associations, the uniqueness of brand associations; Service
Quality Factors (X2) include tangible, empathy, responsiveness, reliability and assurance; to
Customer Loyalty (Y) including making regular repurchase, purchasing across products and service
lines, referring others, demonstrating an immunity to the full of the competition; and Customer
Satisfaction (Z) includes buying again, buying other products, offering company ideas / products,
saying good or recommending them. The results showed that Brand Image and Service Quality
partially had a positive and significant effect on customer satisfaction. Brand Image and Service
Quality have a significant positive effect on Loyalty through customer satisfaction. Brand Image,
Service Quality and Customer Satisfaction show that together affect Loyalty. Findings Overall
transportation based on E-Commerce, customer satisfaction is a major factor in shaping customer
loyalty from the aspects of Brand Image and Service Quality, in other words customer satisfaction is a
factor that mediates brand image and service quality to customer loyalty. So in order for consumers to
be loyal, elements of Brabd Image and Service Quality must be able to increase increasing customer
satisfaction.
Date Create | : | 27/11/2019 | Type | : | Text | Format | : | PDF | Language | : | Indonesian | Identifier | : | UEU-Article-5_0187 | Collection ID | : | 5_0187 |
Source : 6th International Conference on Business, Economics and Social Sciences (ICBESS) 2019
Relation Collection: Fakultas Ekonomi dan Bisnis
Coverage : Civitas Akademika Universitas Esa Unggul
Rights : @2019 Perpustakaan Universitas Esa Unggul
Publication URL : https://digilib.esaunggul.ac.id/customer-loyalty-formation-model-based-on-satisfaction-customer-in-ecommercebased-transportation-industry-in-indonesia-13811.html
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