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Putu Nina Madiawati
Universitas Telkom
Religion Agriculture, Biological Sciences & Forestry Arts Humanities Computer Science & IT Control & Systems Engineering Decision Sciences, Operations Research & Management Earth & Planetary Sciences Economics, Econometrics & Finance Education Electrical & Electronics Engineering Energy Engineering Environmental Science Health Professions Industrial & Manufacturing Engineering Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Nursing Public Health Social Sciences Other

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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 A.Cut Indah Abdullah Sufyan, Bagja Agung Putra Pratama Agus Maolana Hidayat Alivia Trisnanda Wulandari Allisyah Noer Fitri Ramadhanny Anita Silvianita Arif Kuswanto Arif Partono Prasetio, Arif Partono Arry Widodo Aryapermana, Rizqy Fathurrahman Ayu Setyaningrum Barus, Viljen Kaginta Baskara, Muhamad Br Karo, Ella Manisa Brady Rikumahu Bunga Adelia Putri Citra Kusuma Dewi Dani Rizki Hidayat Davide Calandra Delanera Rizkia Devia Setiawati, Devia Dian Indiyati Dicky Hidayat Dudi Pratomo Fakhira Azzahra Farida Titik Kristanti Federico Lanzalonga Fuji Dwi Rani Ghaluh Iedmu’ammar Iedmu’ammar Haifa Salsabila Handono, Artiar Anjani Imanuddin Hasbi Indah Fransiska Insani, Nabilah Alya Ita Nursita Sari Jayabaya, Petrus Jella Zumalia Fitri Mahir Pradana Michele Oppioli Mitha Permata Pura Muhammad Maulvi Mussalman Nabilah Alya Insani Nabilla Dyah Eka Pramudhita Negara, Arif Bijaksana Prawira Nila Dewi A., Ni Ketut Tiara Astiti Nindy Resti Puranda Nugroho, Nova Azhar Nur Sheha Gunawan, Ahmad Nuslih Jamiat Pardede, Nova Lina Kristin Pratiwi, Nabila Puranda, Nindy Resti Puranda, Nindy Resti Purba, Hera Glatia Friskilia Putri Az-zahra R. Nurafni Rubiyanti Raihana, Annisa Lathifah Ramadhani, Zahira Hasna Aulia Ratih Hendayani Roza Tri Meilani Rozy Fauzana Salsabila, Rania Saradha Kirana Sarah Miranda Sazkia Alifia Rachmah Septiani, Fina Setyaningrum, Ayu Shafa, Dhiya Sugiono, Ovio Destiana Sulistijono Sulistijono Syahputra Syahputra Tambunan, Otari Adelia Tiara Maharani, Tiara Tri Indra Wijaksana Udayanti, Imel Valencia Sahanaya Wicaksono, Yoga Tri Ynry Purnamasari Yogi Erlangga