THE INFLUENCE OF CUSTOMER VALUE AND BRAND IMAGE ON THE LOYALTY OF NISSAN CAR USERS, AND SATISFACTION AS A MEDIATING VARIABLE
DOI:
https://doi.org/10.31933/dijms.v2i5.842Keywords:
Loyalty, brand image, value, sarisfactionAbstract
Customer value plays an important role in winning business competition, so we need to find out how much customer value can satisfy customers and make them loyal. Therefore, customer value also needs to be continuously developed through continuous research. In this study, respondents with high customer value will be satisfied with the products they use, and this satisfaction will lead to loyalty to these customers. This is consistent with the research finding that customer value affects loyalty through satisfaction. This research aims to examine the impact of customer value and brand image on loyalty, and to use intermediaries as satisfaction. The research unit is a customer/user of Nissan Motor. The methods used in this study are quantitative, with explanatory methods, more specifically related to causality. According to the research purpose, the data analysis method used is structural equation modelling (SEM), the data is processed using JASP software. Testing is done through direct effects and indirect effects.
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Utami, H. N., Sadeli, A. H., & Jie, F. (2016). The Impact of Customer Value Towards Customer Loyalty of Ready to Drink Tea Bottled. International Symposium on Logistics (21st ISL) AT Kaohsiung Taiwan.
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Chen, S.-C. (2015). Customer value and customer loyalty: Is competition a missing link? Journal of Retailing and Consumer Services, 22, 107–116.
Devianti, D. (2016). Pengaruh Brand Awareness terhadap Perceived Quality dan Dampaknya Pada Minat Beli Konsumen di Carl’s Jr di Surabaya. Universitas Widya Kartika.
Edy, I. C. (2017). Construction of Antecedent Factor Model of Customer Value-Based Loyalty. Jurnal Economia, 13(1), 56–67.
Gabrielle, N., & Harjati, L. (2018). Pengaruh Citra Merek dan Kualitas Layanan terhadap Loyalitas Pelanggan Maskapai Garuda Indonesia. Jurnal Manajemen, 8(1), 55–70.
Hami, M. L. S. A., Suharyono, & Hidayat, K. (2016). Analisis Pengaruh Nilai Pelangan Terhadap Kepuasan Pelanggan Dan Dampaknya Pada Loyalitas Pelanggan (Survei Pada Pengguna Sepeda Motor Honda Vario All Variant Di Service Center Honda Ahass Sukma Motor Jalan Sigura-Gura Barat Kota Malang). Jurnal Administrasi Bisnis (JAB), 39(1 Oktober).
Kotler, P., & Keller, K. L. (2016). Marketing Management, 15th Edition. Pearson.
Lucas, R. W. (2009). Customer service: Skills for success. McGraw-Hill.
Mardikawati, W., & Farida, N. (2013). Loyalitas Pelanggan, Melalui Kepuasan Pelanggan Pada Pelanggan Bus Efisiensi (Studi Po Efisiensi Jurusan Yogyakarta-Cilacap). Jurnal Administrasi Bisnis, 2(1), 64–75.
Munisih, S., & Soliha, E. (2015). Prosiding Seminar Nasional & Call for Papers Pengaruh Kualitas Produk Terhadap Nilai Pelanggan Dan Kepuasan Pelanggan Dan Dampaknya Pada Loyalitas Pelanggan Apotek Dela Semarang. Prosiding Seminar Nasional & Call for Paper. Fakultas Ekonomika Dan Bisnis Universitas STIKUBANK Semarang, 2(1), 1–16.
Novianti, Endri, & Darlius. (2018). Manajemen, Jurnal Ilmiah Viii, Volume. Mix?: Jurnal Ilmiah Manajemen, VIII(1), 136–150.
Oliver, R. L. (2010). Satisfaction: A Behavioral Perspective on the Consumer: A Behavioral Perspective on the Consumer (2nd Editio). Routledge. https://doi.org/https://doi.org/10.4324/9781315700892
Peng, L. S., & Moghavvemi, S. (2015). The dimension of service quality and its impact on customer satisfaction, trust, and loyalty: A case of Malaysian banks. Asian Journal of Business and Accounting, 8(2).
Pratama, W., Rachbini, D., & Rekarti, E. (2017). Building customer loyalty with service quality and the role of satisfaction and trust as an intervening variable (case study of community business loan distribution at PT. Bank Rakyat Indonesia, Meruya Ilir Jakarta). SWOT Journal, 7(3), 646–659.
Putri, R. B., Andayani, S., & Mulyati, A. (2016). Analisis Pengaruh Kualitas Pelayanan Jasa Terhadap Keputusan Pelanggan Pada Studio Foto Fotokita.
Roostika, R., Muthaly, S., & others. (2010). A formative approach to customer value in the Indonesian higher education sector.
Salim, F. F., & Dharmayanti, D. (2014). Pengaruh Brand Image dan Perceived Quality Terhadap Kepuasan dan Loyalitas Pelanggan Mobil Toyota di Surabaya. Jurnal Manajemen Pemasaran Petra, 2(1), 1–8.
Sangadji, E., & Sopiah, S. (2013). Consumer Behavior Practical Approach. Yogyakarta: Andi.
Schiffman, L. G., & Wisenblit, J. (2015). Consumer Behavior (11th, glob ed.). Pearson Australia.
Sugiati, T., Thoyib, A., Hadiwidjoyo, D., & Setiawan, M. (2013). The role of customer value on satisfaction and loyalty (study on hypermart’s customers). International Journal of Business and Management Invention, 2(6), 65–70.
Suliyanto. (2013). Pengaruh Nilai Pelanggan dan Kepuasan Pelanggan terhadap Loyalitas Pelanggan?:Switching Cost sebagai Variabel Moderasi. 12(1), 11–18.
Susanto, H., & Damayanti, W. (2008). Kualitas Pelayanan dan Produk serta Loyalitas pada Konsumen. Jurnal Psikologi, 2 No. 1 De.
Tahuman, Z. (2016). Analisis faktor-faktor yang mempengaruhi loyalitas pelanggan serta dampaknya terhadap keunggulan bersaing. Jurnal Riset Bisnis Dan Manajemen, 4(3).
Tanady, E., & Fuad, M. (2020). Analysis of the influence of brand image and service quality on purchasing decisions of Tokopedia in Jakarta. Journal of Management, 9(2), 113–123.
Tempo.Co. (2020). Rapor Penjualan Nissan di Indonesia dalam 10 Tahun Terakhir - Otomotif Tempo.co. https://otomotif.tempo.co/read/1347893/rapor-penjualan-nissan-di-indonesia-dalam-10-tahun-terakhir
Utami, H. N., Sadeli, A. H., & Jie, F. (2016). The Impact of Customer Value Towards Customer Loyalty of Ready to Drink Tea Bottled. International Symposium on Logistics (21st ISL) AT Kaohsiung Taiwan.
Wibowo, H. A. (2015). Moderasi Biaya Beralih Pada Pengaruh Kualitas Layanan Terhadap Kepuasan Pelanggan dan Kepuasan Pelanggan Terhadap Loyalitas Pelanggan (Studi Pada Pts X). Jurnal MIX, 4, 363–380.
Www.gaikindo.or.id. (2021). GAIKINDO – Gabungan Industri Kendaraan Bermotor Indonesia. https://www.gaikindo.or.id/
Yeri, R., Wahab, Z., & Shihab, M. S. (2019). Customer Perceived Value Dan Customer Trust: Identifikasi Kepuasan Dan Loyalitas Konsumen Go-Car. Journal of Management and Business Review, 16(1), 1–22.
Yunaida, E. (2018). Pengaruh Brand Image (Citra Merek) terhadap Loyalitas Konsumen Produk Oli Pelumas Evalube di Kota Langsa. Jurnal Manajemen Dan Keuangan, 6(2), 798–807. https://doi.org/10.33059/jmk.v6i2.685
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Published
2021-06-30
How to Cite
Pradipta Utama, A., Kosasih, K. ., & Trisnawati, N. . (2021). THE INFLUENCE OF CUSTOMER VALUE AND BRAND IMAGE ON THE LOYALTY OF NISSAN CAR USERS, AND SATISFACTION AS A MEDIATING VARIABLE. Dinasti International Journal of Management Science, 2(5), 741–750. https://doi.org/10.31933/dijms.v2i5.842
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