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All Journal Sosiohumaniora SENTRALISASI Economac: Jurnal Ilmiah Ilmu Ekonomi Jurnal Kajian Pendidikan Ekonomi Jurnal Bisnis dan Akuntansi ADI Journal on Recent Innovation (AJRI) Jurnal Ekonomi Manajemen Sistem Informasi Dinasti International Journal of Education Management and Social Science Jurnal Teknologi Dan Sistem Informasi Bisnis Jurnal Informatika Ekonomi Bisnis Community Development Journal: Jurnal Pengabdian Masyarakat AMAR (Andalas Management Review) Jurnal Ilmu Manajemen Terapan (JIMT) UPI YPTK Journal of Business and Economics Jurnal Pengabdian Masyarakat Nusantara Jurnal Pengabdian Masyarakat (ABDIRA) MANAJEMEN Jurnal Ipteks Terapan : research of applied science and education Journal of Innovation Research and Knowledge Jurnal Pemberdayaan: Publikasi Hasil Pengabdian kepada Masyarakat (JPM ITTC ) Indonesian Journal of Contemporary Multidisciplinary Research Innovative: Journal Of Social Science Research Economics, Business, Accounting & Society Review Jurnal Pengabdian Masyarakat Bangsa Manajemen Kreatif Jurnal e-Jurnal Apresiasi Ekonomi Research Horizon Jurnal Informatika Ekonomi Bisnis Maeswara: Jurnal Riset Ilmu Manajemen dan Kewirausahaan Jurnal Akuntansi, Keuangan, Perpajakan dan Tata Kelola Perusahaan Journal of Management and Innovation Entrepreneurship (JMIE) jle Indonesian Journal of Economic & Management Sciences (IJEMS) Asian Journal of Environmental Research Journal Educational Research and Development Jurnal Ilmu Manajemen Dan Pendidikan Journal of Business Economics and Management Alamtana ECONOMETRICS: Journal of Sustainable Economics and Management
Hasmaynelis Fitri
UNIVERSITAS PUTRA INDONESIA YPTK PADANG
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The Role of Consumer Satisfaction in Mediating Service Quality and Brand Image on Consumer Loyalty Bayu Putra, Ramdani; Yeni, Fitri; Fitri, Hasmaynelis; Hutapea, Noftalia
SENTRALISASI Vol 9, No 2 (2020): Sentralisasi
Publisher : Universitas Muhammadiyah Sorong

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (372.254 KB) | DOI: 10.33506/sl.v9i2.970

Abstract

Tujuan dari penelitian ini adalah untuk menganalisis peran kepuasan kerja dalam memediasi pengaruh kualitas layanan dan citra merek terhadap loyalitas konsumen di Toko Sepatu Padang Holic. Populasi dan sampel penelitian adalah 80 konsumen Holic Shoes Shop Padang. Teknik pengumpulan sampel menggunakan metode sensus dengan model penelitian Structural Equation Modeling (SEM) dengan alat uji analisis menggunakan perangkat lunak SmartPLS 3. Hasil penelitian menyimpulkan bahwa kualitas layanan dan kepuasan pelanggan adalah faktor yang mempengaruhi loyalitas pelanggan. Sedangkan citra merek bukan merupakan faktor yang dapat mempengaruhi dan menentukan loyalitas pelanggan. Temuan lain juga menunjukkan bahwa kualitas layanan juga merupakan faktor yang mempengaruhi kepuasan pelanggan, sedangkan citra merek masih merupakan faktor yang tidak mempengaruhi kepuasan konsumen. Untuk efek tidak langsung, kualitas layanan mempengaruhi loyalitas pelanggan melalui kepuasan pelanggan sementara citra merek tidak memiliki pengaruh yang signifikan terhadap loyalitas pelanggan melalui kepuasan pelanggan. The purpose of this study is to analyze the role of job satisfaction in mediating the effect of service quality and brand image on consumer loyalty at the Holic Padang Shoe Store. The population and sample of the study were 80 consumers of Holic Padang Shoes Shop. The sample collection technique is used the census method with Structural Equation Modeling (SEM) research models with SmartPLS software tools. The results of the study concluded that service quality and customer satisfaction are factors that influence customer loyalty. While brand image is not a factor that can influence and determine customer loyalty. Other findings also indicate that service quality is also a factor influencing customer satisfaction, while brand image is still a factor that does not affect consumer satisfaction. For indirect effects, service quality affects customer loyalty through customer satisfaction while brand image does not have a significant effect on customer loyalty through customer satisfaction.
The Role of Consumer Satisfaction in Mediating Service Quality and Brand Image on Consumer Loyalty Ramdani Bayu Putra; Fitri Yeni; Hasmaynelis Fitri; Noftalia Hutapea
SENTRALISASI Vol. 9 No. 2 (2020): Sentralisasi
Publisher : Universitas Muhammadiyah Sorong

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.33506/sl.v9i2.970

Abstract

Tujuan dari penelitian ini adalah untuk menganalisis peran kepuasan kerja dalam memediasi pengaruh kualitas layanan dan citra merek terhadap loyalitas konsumen di Toko Sepatu Padang Holic. Populasi dan sampel penelitian adalah 80 konsumen Holic Shoes Shop Padang. Teknik pengumpulan sampel menggunakan metode sensus dengan model penelitian Structural Equation Modeling (SEM) dengan alat uji analisis menggunakan perangkat lunak SmartPLS 3. Hasil penelitian menyimpulkan bahwa kualitas layanan dan kepuasan pelanggan adalah faktor yang mempengaruhi loyalitas pelanggan. Sedangkan citra merek bukan merupakan faktor yang dapat mempengaruhi dan menentukan loyalitas pelanggan. Temuan lain juga menunjukkan bahwa kualitas layanan juga merupakan faktor yang mempengaruhi kepuasan pelanggan, sedangkan citra merek masih merupakan faktor yang tidak mempengaruhi kepuasan konsumen. Untuk efek tidak langsung, kualitas layanan mempengaruhi loyalitas pelanggan melalui kepuasan pelanggan sementara citra merek tidak memiliki pengaruh yang signifikan terhadap loyalitas pelanggan melalui kepuasan pelanggan. The purpose of this study is to analyze the role of job satisfaction in mediating the effect of service quality and brand image on consumer loyalty at the Holic Padang Shoe Store. The population and sample of the study were 80 consumers of Holic Padang Shoes Shop. The sample collection technique is used the census method with Structural Equation Modeling (SEM) research models with SmartPLS software tools. The results of the study concluded that service quality and customer satisfaction are factors that influence customer loyalty. While brand image is not a factor that can influence and determine customer loyalty. Other findings also indicate that service quality is also a factor influencing customer satisfaction, while brand image is still a factor that does not affect consumer satisfaction. For indirect effects, service quality affects customer loyalty through customer satisfaction while brand image does not have a significant effect on customer loyalty through customer satisfaction.
Co-Authors Abiyyu Ichsan Adillah Abir Syofnita Adiprana Mahendra Agam Mei Yudha Agung Ramadhanu Aima, Muhammad Havidz Aisyah Amelia Alresna Ramadhani Asodepa Amelya Fitri Aminuyati Andre Iliyas Anisa Oktana Bela Anshari, Syuja Sobri Al Apriani, Mita Apriyanti, Depi Gusti Ayu Fransisca Puji Lestari Bayu Pratama Azka Bela, Anisa Oktana Berta Agus Petra Cecilia Debora Salim Cessye Grifella Sofianto Chandra, Decky Christina Gracia Saputra Decky Chandra Depi Gusti Apriyanti Desi Permata Sari Dessy Haryani Dewi, Rindy Cira Dina Amliyani Dodi Suryadi Dori Mittra Candana Duri, Lara Vika eka saputra, Dandi Elfiswandi, Elfiswandi Fadila Cahyani Putri Fathasena, Yuan Apra Fatril, Revina Fauzi Wahyu Feren Lorensia Sutanto Fikri Kurniawan Finola Fiftem Eka Putri Fitri Dewi Fitri Yeni, Fitri Fransisca Adrianto Gina Salsabilla Gusti Wulandari Hadi Syahputra Hariyono, Ridho Hasanul Fikri Hutapea, Noftalia Ilham Priananda Inneke Sastila Murni Jannah, Putri Raudhatul Jhon Veri Jihan Restu Andayani Joko Purwanto Jundari, Istiqomah Laila Zafirah Lubis, Maulana Arif Lusia Lusia Lusiana Lusiana, L Mauhelda, Rahma Lara Melta, Diki Jasrizal Missy Irianjani Muhammad Ridwan Muhammad Zikri Dwitama Rofa Mulyani, Sitti Rizki Mutia Rahiman Saputri Mutiara Dela Nadia, Putri Nandan Limakrisna Natasha Ivana Salim Neldi, Mondra Neneng Supatri Neni Sri Wayuni Ningsih NILA PRATIWI Noftalia Hutapea Nurkhofifah Olandari Mulyadi Puja Permata Widia Putra, Ramdani Bayu Putra, Waldino Putri Maiheni Pratiwi Putri, Rahmi Ilham Rahma Septia Sari Rahma, Nadratur Ratu Humayroh Aldora Revina Fatril Ridho Hariyono Rindy Cira Dewi Rindy Citra Dewi Rio Andhika Putra Roif, Fadhil Ronni Andri Wijaya Rossa Linda Irsa Sarah Rahmiati Meha Sarjon Defit Sekhana, Raimul Seplinda, Mutia Shafa Salsabila Shania Avisha Sitti Rizki Mulyani Sitti Rizki Mulyani Sri Annisa Sumiarti Susriyanti, Susriyanti Syuja Sobri Al Anshari Tri Wiji Astuti Ulfie Azhari Utri Wahyuni Vania Martha Regina Vicky Brama Kumbara wianda, Zulva okta Yagus Valentino Harefa Yeni Rahmadani Yoga Muhammad Busyra Yosi Novita Sari Yosi Puspita Sari Yulasmi Yulia Yosi Yunia Wardi Zigo Triansyah Zilfa Aulia Marsandi