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Agus Maolana Hidayat
Universitas Telkom
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Journal : Journal of Industrial Engineering

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The Influence of After-Sales Service, Product Quality, and Brand Resonance on Brand Loyalty with Customer Satisfaction as an Intervening Variable at PT Suzuki Indomobil Motor Pratiwi, Nabila; Madiawati, Putu Nina; Hidayat, Agus Maolana
Journal of Industrial Engineering & Management Research Vol. 6 No. 3 (2025): June 2025
Publisher : AGUSPATI Research Institute

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.7777/jiemar.v6i3.596

Abstract

This study examines the relationship between after-sales service, product quality, and brand resonance on brand loyalty with customer satisfaction acting as a intervening variable at PT Suzuki Indomobil Motor. This study uses a non-probability sam-pling method with purposive sampling, by applying the Slovin formula to determine the sample size. Data were collected through questionnaires, resulting in a sample of 400 consumers of PT Suzuki Indomobil Motor in Jabodetabek. Data analysis was conducted using Partial Least Squares Structural Equation Modeling (PLS-SEM). The results showed that after-sales service has a significant and positive influence on customer satisfaction. Product quality also has a significant and positive influence on customer satisfaction. In addition, brand resonance also significantly and positively affects customer satisfaction. Furthermore, the results of this study show that customer satisfaction mediates the relationship between after-sales service, product quality and brand resonance among PT Suzuki Indomobil Motor customers. These findings provide valuable insights for PT Suzuki Indomobil Motor as well as other four-wheeler automotive companies, regarding the importance of creating after-sales service that meets consumer expectations, good product quality and creating and maintaining good relationships between brands and consumers.
Co-Authors Afwa, Intan Lailya Agung, Anak Agung Gde Ahmad, Mokhtarrudin Akbar, Subhan Syariifi Aldi Akbar Alma, Artanti Anak Agung Gde Agung Anita Silvianita Arditia, Al-Fath Duta Arif Kuswanto Arlin Ferlina Moch. Trenggana Arry Widodo Astadi Pangarso Astrio, Alfandi Ati Mustikasari Aulia Nur Indah Permatasari Aura Gista Irgina Putri Avinda, Ika Nur Azati Hanani Imania Azizah, Zaskia Nur Bachruddin Saleh Luturlean Balqis Jabbarin Fidary Budi Rustandi Kartawinata Candra Wijayangka Cut Irna Setiawati Danutama, Ferdiansyah Deandrie Ramadhanti Debyanto, Arsyi Auliaramadhan Deden Witarsyah Dematria Pringgabayu Devie Ryana Suchendra Dewi K. Soedarsono Dewi K. Soedarsono Deza , Saffana Khalisha Dicky Hariyadi Erikson Didit Endriawan Difa Mela Ardelia Donny Trihandono Dynda Nazwa Prameizuari Eka Purwanda Elfarida Waty, Virgine Untari Elsavira Nandya Fadh Hottob, Ahmad Sulthon Faqih Hamami Fatharani, Aurelia Putri Fauzan Aziz Fauzia Rahayu Fauzia Rahayu, Fauzia Gita Indah Hapsari Gugun Sodik Hadi, Muhammad Ismail Hanung Tyas Saksono Harrie Lutfie Heru Nugroho Ida Jalilah Fitria Iksyanti, Dinda Zieza Imanuddin Hasbi Indah Br Simamora Ismawati Kristina Sisilia Leni Cahyani Mahir Pradana Mangsor, Miza Maulana, Anton Timur Mayori, Cyndi Miranda, Erma Amelia Muhammad Yahya Arwiyah Muhammer Zidane Varenzah Mutiara Dian Azzahra Nadya Novandriani Karina Moeliono Nadya Novandriani Karina Mulyono Nandya, Elsavira Nellyaningsih Novarianty, Terisha Andra Nuslih Jamiat Oktaviani, Prima Kusuma Oscario, Jeremy Pasaribu, Samuel Sahat Maruli Patrick Adolf Telnoni Perdana, Intizar Putra Permatasari, Aulia Nur Indah Pramitha Aulia Pratiwi, Nabila Pratiwi, Oktaria Nurul Purwandari, Icha Sofia Putri Dana Yanti Putri Maharani PUTRI WULANDARI Putu Nina Madiawati Raden Muhamad Raihan Fathurahman Rahmat Hidayat Ratna Gema Maulida Razali, Raja Razana Raja Rennyta Yusiana Retno Setyorini Rini Handayani Rizza Indah Mega Mandasari Robbi Hendriyanto Rohmat Saragih Sampurno Wibowo Samuel Sahat Maruli Pasaribu Sanoyo, Ario Menak Saragih, Kevin Anderson Saragih, Romat Sastra Jendra hayu Ningrat Sherly Artadita Siburian, Rafles Sihotang, Yetti Ekklesya Silvi Amisha Putri Sita Deliyana Firmialy Sita Deliyana Firmiarly Siti Hazar Rezekimuli Sujak, Aznul Fazrin bin Abu Sujana, Futuwwah Intan Suryana R Achmad Syahrul Daffa, Mohammad Syarifuddin Syarifuddin Taufan Umbara Uruqul Nadhif Dzakiy Utomo, Tasya Yesica Utomo1, Wahyu Aditya Wardani Muhamad Widi Meliyati Wijayanto, Yoga Willy Yulia Nur Hasanah Zahid, Azham