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Herni Justiana Astuti
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Journal : Economic Reviews Journal

 1 
Pengaruh Citra Merek, Kualitas Pelayanan dan Kualitas Produk Terhadap Loyalitas Konsumen pada iBox Store Purwokerto Arsyad Ridho; Herni Justiana Astuti; Tri Septin Muji Rahayu; Yudhistira Pradhipta Aryoko
Economic Reviews Journal Vol. 3 No. 4 (2024): Economic Reviews Journal
Publisher : Masyarakat Ekonomi Syariah Bogor

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.56709/mrj.v3i4.465

Abstract

  This research was conducted to determine empirical evidence regarding the influence of brand image, service quality and product quality on consumer loyalty for iPhone products at the Official Store iBox Purwokerto. The independent variables in this research are brand image, service quality and product quality, while the dependent variable is consumer loyalty. The population of this research is the people of Purwokerto who have made transactions at iBox Purwokerto. The sample used was 130 people using purposive sampling technique. This analysis uses SmartPLS 4.0. The results of this research are that Brand Image has a positive effect on Consumer Loyalty. This will increase consumer interest and satisfaction which can increase their loyalty. Service Quality has a negative effect on Consumer Loyalty. This explains that consumer dissatisfaction reduces consumer loyalty because service quality is not good which is caused by reliability, responsiveness, guarantees, empathy, physical evidence and product quality which have a positive effect on consumer loyalty. This means that iBox Purwokerto must maintain and improve their products. In this way, consumers will tend to buy the product repeatedly and recommend it to others. Keywords: Brand Image, Service Quality, Product Quality, Consumer Loyalty   ABSTRAK Penelitian ini dilakukan untuk mengetahui bukti empiris mengenai pengaruh citra merek, kualitas pelayanan dan kualitas produk terhadap loyalitas konsumen produk iPhone di Official Store iBox Purwokerto. Variabel bebas dalam penelitian ini adalah citra merek, kualitas pelayanan dan kualitas produk, sedangkan variabel terikatnya adalah loyalitas konsumen. Populasi penelitian ini adalah masyarakat Purwokerto yang pernah melakukan transaksi di iBox Purwokerto. Sampel yang digunakan sebanyak 130 orang dengan menggunakan teknik purposive sampling. Analisis ini menggunakan SmartPLS 4.0. Hasil penelitian ini adalah Citra Merek berpengaruh positif terhadap Loyalitas Konsumen. Hal ini akan meningkatkan minat dan kepuasan konsumen sehingga dapat meningkatkan loyalitasnya. Kualitas Pelayanan berpengaruh negatif terhadap Loyalitas Konsumen. Hal ini menjelaskan bahwa ketidakpuasan konsumen menurunkan loyalitas konsumen karena kualitas pelayanan yang kurang baik yang disebabkan oleh keandalan, daya tanggap, jaminan, empati, bukti fisik dan kualitas produk berpengaruh positif terhadap loyalitas konsumen. Artinya iBox Purwokerto harus menjaga dan meningkatkan produknya. Dengan cara ini, konsumen akan cenderung membeli produk tersebut berulang kali dan merekomendasikannya kepada orang lain. Kata kunci: Citra Merek, Kualitas Pelayanan, Kualitas Produk, Loyalitas Konsumen
Co-Authors Akhmad Fauzi Alfalisyado Alfalisyado, Alfalisyado Alfato Yusnar Kharismasyah Amanah, Naning Dwi Amir Amir Anggita, Sangga Wishnu Anggraito, Lucky Ani Kusbandiyah Ani Kusbandiyah Arini Hidayah Arini Hidayah, Arini Ariyanti, Ayu Rizki Arofah, Rifka Utami Arsyad Ridho Arwani, Alfin Awaludin Ayu Nur, Luthfi Aziz, Geovanni Al Bagis, Fatmah Basith Ahnaf Jaler M Damayanti, Tri Larisma Eko Hariyanto Erny Rachmawati Farrasoya, Maitsa Fatmah Bagis Fauziridwan, Meydy Febriansyah, Wivan Firliansa, Alek Fitriati, Azmi Hana Pratiwi Handayani, Erna Hantoro, Puput Tri Hari, Minti Haryanto, Totok Hengky Widhiandono Hermin Endratno Heru Wijaya Ikhsani, Mastur Mujib Isnaeningsih, Heni Nur Iwan Fakhruddin Kharismasyah, Alfato Yusnar Luthfi Arie Widzayanto Luthfi Zamakhsyari M Agung Miftahuddin Maulida Nurul Innayah Mauluddin, Geri Garyadina Miftahuddin, M Agung Miftahuddin, Muchammad Agung Muhammad Ramadhan Muhammad Reza Adzaki Nabella, Assiva Naelati Tubastuvi Nandang Bekti Karnowati Nuha, Muhammad Aufa Abyan Pratama, Bima Cinintya Purnadi Purnadi, Purnadi Putri, Dea Yosiana Putri, Mustikaningrum Dewanti Putri, Tri Iriani Rahmawati, Erny Rakhayu Ramdhani, Muhamad Luthfi Randikaparsa, Irawan Rangga Rifqi Zachary Restu Frida Utami Rosi, Si Sa’roni, Imam Arief Septin Muji R., Tri Setiono, Laras Alif Setyarini, Riska Ayu Sri Wahyuni Sri Wahyuni SURYO Budi Santoso Sutaryo Sutaryo Suyoto Suyoto Suyoto syafa’at, Faizal Syahreiza, Muhammad Totok Haryanto Tri Septin Muji Rahayu Trias Aprilianto Nugroho Wida Purwidianti Widodo, Stefani Widoyo, Fauzi Rifqi Yoga Yuniadi Yudhistira Pradhipta Aryoko Yusnar Kharismasyah, Alfato Zulkifli, Dafa Labiq