PENGARUH TRUST IN BRAND, BRAND IMAGE, DAN SERVICE QUALITY TERHADAP CONSUMER LOYALTY PADA PRODUK INDIHOME KOTA PANGKALPINANG
Keywords:
Trust in Brand, Customer loyalty, Brand Image, Service Quality
Abstract
Industrial revolution 4.0 brings markets that are more producer to consumers. In the past, consumers transacted through traditional or modern markets, in the digital era the market is brought closer to information technology so that producers can market their products directly. In this era, information technology has become the main engine so that data and information become an important weapon for companies to win the competition. This study aims to determine and analyze the effect of trust in a brand, brand image, and service quality on customer loyalty at IndiHome in Pangkalpinang city. This study involved 99 indiHome customers, the data collected was processed and analyzed using multiple regression models. The results of the study show that brand trust, brand image, and service quality on customer loyalty have a positive and significant effect on IndiHome products.
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References
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[ 4] Dinar, Pratiwi. 2010. Analisis pengaruh harapan pelanggan, kualitas produk, kepuasan pelanggan terhadap loyalitas pelanggan internet flas unlimited di semarang. Skripsi, Universitas Diponegoro
[ 5] Evisastra, Masud, Erwin dan Suhardi. "Analisis Pengaruh Disiplin, Motivasi, Kompetensi Dan Kepemimpinan, Terhadap Kinerja Serta Dampaknya Pada Prestasi Kerja Dan Kepuasan Kerja." JEM Jurnal Ekonomi dan Manajemen 4.1 (2018): 32-52.
[ 6] Ferrinadewi, E. (2008). Merek dan Psikologi Konsumen: Implikasi pada Strategi Pemasaran. Yogyakarta: Graha Ilmu
[ 7] Griffin, J. (2005). Customer loyalty: menumbuhkan dan mempertahankan Kesetiaan Pelanggan. Jakarta: Erlangga
[ 8] Ghozali, Imam. 2011. Aplikasi analisis multivariate dengan program IBM SPSS 19. Edisi 5. Semarang: Universitas Diponegoro
[ 9] Imron, I., & suhardi, suhardi. (2019). Pengaruh Gaya Kepemimpinan, Kerjasama Tim, Dan Budaya Organisasi Terhadap Prestasi Kerja Dan Dampaknya Kepada Kinerja Pegawai. JEM Jurnal Ekonomi Dan Manajemen, 5(1), 64-83. Retrieved from http://www.stiepertiba.ac.id/ojs/index.php/jem/article/view/66
[ 10] Ika, N & Kustini. 2011. Experiential 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. P 19-28. Universitas Pembangunan Nasional Veteran, Surabaya.
[ 11] Jimmi, Hasugian. (2015). Pengaruh Brand Image dan Brand Trust terhadap Brand Loyalty Telkomsel. Jurnal Ilmu Administrasi Bisnis.
[ 12] Kartajaya, Hermawan. (2006). Marketing in Venus. Jakarta: PT Gramedia Pustaka Utama
[ 13] Kotler, P., & Keller, K. L. (2009). Manajemen Pemasaran (Edisi 13 J). Jakarta: Salemba Empat
[ 14] Mohammad, Rizan,. Dkk. (2012). Pengaruh Brand Image dan Brand Trust terhadap Brand Loyalty Teh Botol Sosro. Jurnal Riset Manajemen Sains Indonesia (JRMSI): Vol.3, No.1
[ 15] Amin, Mat and Hamdan, Hamdan and Yani, Ahmad (2018): Pengaruh Kualitas Layanan, Kebijakan Harga dan Promosi Terhadap Keputusan Konsumen Serta Dampaknya Pada Kepuasan Konsumen. Published in: JEM Jurnal Ekonomi dan Manajemen , Vol. 4, No. 2 (December 2018): pp. 58-78.
[ 16] S, M., Wargianto, W., & Mashud, E. (2019). Pengaruh Strategi Promosi, Daya Tarik Wisata, dan Kualitas Pelayanan Terhadap Keputusan Berkunjung yang Berdampak Kepada Kepuasan Wisatawan Di Kota Pangkalpinang. JEM Jurnal Ekonomi Dan Manajemen, 5(1), 160-179. Retrieved from http://stiepertiba.ac.id/ojs/index.php/jem/article/view/71
[ 17] Sondoh, S, L, J., Omar, M. W., & Wahid, N. A. 2007. The effect of brand image on overall satisfaction and loyalty intention in the context of color cosmetics. Asian Academy of Management, 12 (1),83-107. http://web.usm.my.aamj/20.3.2020/AAMJ 12-16
[ 18] Tjiptono, F. (2011). Manajemen dan Strategi Merek (Seri 01). Yogyakarta: Andi
[ 19] Zboja, J. J., & Voorhess, C. M. 2006. The impact of brand trust and satisfaction on retailer repurchase intentions. Journal of services marketing, 20(5),381-390. http://doi.org/10.1108/08876040610691275
Published
2021-07-13
How to Cite
Aisyah, S., Suhardi, S., & Deseria, R. (2021). PENGARUH TRUST IN BRAND, BRAND IMAGE, DAN SERVICE QUALITY TERHADAP CONSUMER LOYALTY PADA PRODUK INDIHOME KOTA PANGKALPINANG. JEM Jurnal Ekonomi Dan Manajemen, 6(2), 16-35. Retrieved from https://journal.stiepertiba.ac.id/index.php/jem/article/view/107
Section
Articles
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