Article Per Year (5 Year)
p-Index From 2020 - 2025
0.23
P-Index
This Author published in this journals
All Journal E-JRM
Mohammad Iqbal Kusuma Adrian
Universitas Islam Malang
Economics, Econometrics & Finance

Published : 1 Documents Claim Missing Document
Claim Missing Document
Check
Articles

Found 1 Documents
Search

 1 
Pengaruh Brand Image Terhadap Customer Satisfaction Dengan Perceived Service Quality Dan Customer Engagement Sebagai Variabel Intervening (Studi Kasus Pada Mahasiswa Universitas Islam Malang Pengguna Aplikasi Grabbike) Mohammad Iqbal Kusuma Adrian; Jeni Susyanti; Mohamad Bastomi
E-JRM : Elektronik Jurnal Riset Manajemen E-JRM : Elektronik Jurnal Riset Manajemen Vol. 12 No. 02
Publisher : UNIVERSITAS ISLAM MALANG

Show Abstract | Download Original | Original Source | Check in Google Scholar

Abstract

This research was conducted to test the effect Brand Image to Customer Satisfaction with Perceived Service Quality and Customer Engagement as a case study Intervening Variable on Students of the Islamic University of Malang who use the application Grabbike. The population in this study was 3,869 students. The sampling technique used is Purposive Sampling and obtained 98 students. The data collection method used is the distribution of questionnaires and the method of analysis is descriptive statistical method, classical assumption test, partial least square, mediation test, with SmartPLS 3.0 tool. Research results show that brand image no significant effect on customer satisfaction. Brand image no significant effect on perceived service quality. Brand image significant effect on customer engagement. Perceived service quality significant effect on customer satisfaction. Customer engagement significant effect on customer satisfaction. Brand image no significant effect on customer satisfaction through perceived service quality. Brand image significant effect on customer satisfaction through customer engagement.  Keywords: brand image, perceived service quality, customer engagement, customer satisfaction 
Co-Authors Bastomi, Mohamad Jeni Susyanti