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All Journal Jurnal Ilmu Manajemen (JIM) Jurnal Ilmu Sosial dan Humaniora Jurnal Aplikasi Bisnis dan Manajemen (JABM) E-Journal Jurnal Studi Komunikasi SINERGI: Jurnal Ilmiah Ilmu Manajemen Jurnal Studi Manajemen dan Bisnis Journal of Economic, Bussines and Accounting (COSTING) AFRE Accounting Financial Review Pendas : Jurnah Ilmiah Pendidikan Dasar Majalah Ekonomi Jurnal Komunikasi Profesional International Journal of Economics, Business and Accounting Research (IJEBAR) Management Studies and Entrepreneurship Journal (MSEJ) Jurnal Ilmiah Manajemen Kesatuan Journal of Innovation in Educational and Cultural Research Seminar Nasional Hasil Riset dan Pengabdian (SNHRP) International Journal of Applied Finance and Business Studies International Journal of Management and Business Economics Journal Research of Social Science, Economics, and Management IIJSE EKOBIS ABDIMAS : Jurnal Pengabdian Masyarakat International Journal of Economics, Business and Innovation Research
Siti Istikhoroh
Universitas PGRI Adi Buana Surabaya
Arts Humanities Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Environmental Science Languange, Linguistic, Communication & Media Library & Information Science Social Sciences Other

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The Strategic Role Of Brand Image In Moderating The Influence Of Service Quality and Product Quality On Consumer Satisfaction At Kimka Hijab Store Siti Istikhoroh; Mutiara Rachma Ardhiani; Widiar Onny Kurniawan
International Journal of Management and Business Economics Vol. 5 No. 1 (2026): October
Publisher : CV Putra Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.58540/ijmebe.v5i1.1677

Abstract

In the era of globalization, where business competition is very tight, customer satisfaction is an important component in the success of a business, because it directly affects the loyalty, reputation, and sustainability of the company. This study aims to analyze several factors that influence customer satisfaction, namely service quality, product quality, and brand image. The study was conducted at the Kimka Hijab Sidoarjo Store, data was obtained through distributing questionnaires to 108 consumers and analyzed using statistical techniques Structural Equation Modeling (SEM) by utilizing SmartPLS. The results of the analysis prove that: 1) Service quality has a positive and significant effect on customer satisfaction, 2) Product quality has a positive and significant effect on customer satisfaction, 3) Brand image successfully moderates the relationship between service quality and customer satisfaction, 4) Brand image does not succeed in moderating the relationship between product quality and customer satisfaction, 5) Brand image has a positive and significant effect on customer satisfaction. In practical terms, the results of the study are useful for the Kimka Hijab Sidoarjo Store, as well as being input for similar business units to build customer satisfaction. While in theoretical terms, the results of the study strengthen the theory of customer satisfaction by presenting appropriate empirical evidence.
Co-Authors AA Sudharmawan, AA Aji Prasetyo Amanda Rizky Rossitika Asidigisianti Surya Patria Bambang Dwi Waryanto Bayu Adi Bayu Rama Laksono Bayuadi Christina Menuk Sri Handayani Devi Rahnjen Wijayadne Diantri Nur Anggraini Didik Subijantoro Dinata, Arta Prawira Dwi Ayu Pricillia Edy Sulistiyawan, Edy Fachrudy Asj'ari Fairuza Arindra FAUZIYAH Fauziyah Fauziyah Ferry Hariawan Ferry Hariawan Ferry Hariawan Hariawan, Ferry Harjanti, Dhyah Jannah, Maula Miftahul Laili Rahmi, Laili LILIS SETYOWATI M. Afrizal Miradji Martha Suhardiyah Moh. Aslich Alana Mohammad Afrizal Miradji Mutiara Rachma Ardhiani Mutiara Rachma Ardhiani Nabilah Alfin Nisa Nadya Budiarti Nashrudin Latif Nisha Afriliyanti Noerchoidah Nurba'itty Ning Syahdu Nurida Abdul Kadir Purwanto, Teguh Putranto, Teguh Dwi R. Bambang Dwi Waryanto Rahadianto, Rakha Alvin Rakha Alvin Rahadianto Rico Arradea Putra Rismawati br Sitepu Riyanto, Agung RR. Ella Evrita Hestiandari Sabrina Nur Saraswati Safinatun Najah Sigit Prihanto Utomo Siti Samsiyah Subakir Subakir Sugijanto Suharyanto SUHARYANTO SUHARYANTO sukamdani, yuni Sutama Wisnu Dyatmika Taudlikhul Afkar Teguh Purwanto Tony Susilo Wibowo Ulfa Puspa Wanti Widodo Ulfa Puspa Wanti Widodo Untung Lasiyono Wahyu Musthika Adi Nur Endahsari Waryanto, Bambang Dwi Widiar Onny Kurniawan Widiar Onny Kurniawan Wira Yudha Alam Yuni Sukamdani Yuni Sukandani Yunia Dwie Nurchayanie Yurida Sasmita Yusuf Iskandar