THE IMPACT OF BRAND IMAGE, SALES PROMOTION, SERVICE QUALITY TOWARDS CUSTOMER SATISFACTION AND ITS IMPLICATIONS ON CUSTOMER LOYALTY AT X DEPARTMENT STORE KOTA KASABLANKA JAKARTA
DOI:
https://doi.org/10.31933/dijemss.v2i2.656Keywords:
Brand Image, Sales Promotion, Service Quality, Customer Satisfaction, Customer Loyalty.Abstract
This research had goal to discover those impact from Brand Image, Sales Promotion, Service Quality on Customer Loyalty with Customer Satisfaction as intervening variable which occured at X Department Store Kota Kasablanka Jakarta. The number of respondents was 100 respondents which obtained by simple random sampling technique. This research used path analysis with assist of IBM SPSS Statistics version 25 program. The results had shown that brand image, sales promotion, service quality had significant positive impact on customer loyalty by customer satisfaction as intervening variable at X Department Store in Kota Kasablanka Jakarta.
References
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Tjahjaningsih, E. (2013). Pengaruh Citra dan Promosi terhadap Kepuasan Pelanggan serta Dampaknya terhadap Loyalitas Pelanggan (Studi pada Pelanggan Supermarket Carrefour di Semarang). Media Ekonomi Manajemen, 28(2): 13-27.
Gedalia, C.C., & Hartono S. (2015). Pengaruh Kualitas Layanan dan Brand Image terhadap Loyalitas Konsumen dengan Kepuasan Konsumen sebagai Variabel Intervening (Studi Kasus Monopole Coffee Lab Surabaya). Jurnal Manajemen Pemasaran Petra, 3(1): 1-10.
Gunawan, H., & Prasetyo, J.H. (2020). iThe iInfluence of iService iQuality towards the iCustomer iSatisfaction of XYZ Bank at Gajah Mada Branch Office in West Jakarta. International Journal of Innovative Science and Research Technology, Vol. 5, Issue 3.
Hawkins, D.I., & Mothersbaugh, D.L. (2010), Consumer Behavior: Building Marketing Strategy.11th edition. USA: McGraw-Hill, Irwin
Kotler, P., & Armstrong, G. (2014). Principles of Marketing, 15th Edition, US: Pearson Education Inc.
Kotler, P., & Kevin L.K. (2016). Marketing Management, 15th Edition. USA: Pearson Education Inc.
Kurniawan, M.R., Utami, H.R., & Prasetyo, J.P. (2020). The ireaction towards iCustomer iSatisfaction through the iService iQuality Variablei at Foreign iPrivate iBanks in iJakarta iHeadquarter. International Journal of Innovative Science and Research Technology, Vol. 5, Issue 3.
Kurniawati, D., Suharyono., & Andriani, K. (2014). Pengaruh Citra Merek dan Kualitas Produk terhadap Kepuasan dan Loyalitas Pelanggan (Studi pada Pelanggan KFC Cabang Kawi Malang). Jurnal Administrasi Bisnis, 14(2): 1-9.
Levy, M., & Weitz, B. A. (2012). Retailing Management Information Center. New York: McGraw Hill Higher Education.
Prayoga, B.P., Made W.K., & Alit, S. (2014). Pengaruh Kualitas Pelayanan Terhadap Kepuasan dan Loyalitas Pelanggan pada Ramayana Department Store di Kota Denpasar. Jurnal Manajemen Unud, 5(2): 1-19.
Rath, Patricia M., Bay, S., Petrizzi, R., & Gill, P. (2015) Consumer Behavior And Fashion Marketing. 2nd edition. US: Bloomsbury Publishing Inc.
Tiasanty, L., & Sitio, A. (2019). iAnalysis of the iEffect of iService iQuality, iProduct Qualityi and Brandi iImage on iCustomer iSatisfaction and Its iImplications on Consumeri Loyaltyi PT. Sharp Electronics Indonesia (Case Study at Karawang Sharp Direct Service Station). International Journal of Engineering Technologies and Management Research, 6(1).
Tjahjaningsih, E. (2013). Pengaruh Citra dan Promosi terhadap Kepuasan Pelanggan serta Dampaknya terhadap Loyalitas Pelanggan (Studi pada Pelanggan Supermarket Carrefour di Semarang). Media Ekonomi Manajemen, 28(2): 13-27.
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Published
2020-12-19
How to Cite
Jati Prabowo, A., & Sitio, A. . (2020). THE IMPACT OF BRAND IMAGE, SALES PROMOTION, SERVICE QUALITY TOWARDS CUSTOMER SATISFACTION AND ITS IMPLICATIONS ON CUSTOMER LOYALTY AT X DEPARTMENT STORE KOTA KASABLANKA JAKARTA. Dinasti International Journal of Education Management And Social Science, 2(2), 267–278. https://doi.org/10.31933/dijemss.v2i2.656
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