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All Journal International Journal of Science and Society (IJSOC) As-Syirkah: Islamic Economic & Financial Journal
Abadi, Feryyal
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Religion Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Materials Science & Nanotechnology Social Sciences Other

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Pengaruh Brand Image dan Product Quality Terhadap Customer Loyalty yang Dimediasi Customer Satisfaction pada Pakaian Muslim Zahra, Haura Az; Abadi, Feryyal
As-Syirkah: Islamic Economic & Financial Journal Vol. 4 No. 2 (2025): As-Syirkah: Islamic Economic & Financial Journal 
Publisher : Ikatan Da'i Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.56672/hp53wx14

Abstract

The development of the Muslim fashion industry in Indonesia is increasingly important, as the majority of the population is Muslim and the awareness of wearing fashionable sharia clothes increases. This increase in demand encourages business actors like Elzatta to maintain product quality and brand image to increase customer satisfaction and loyalty. This study aims to examine the influence of brand image and product quality on customer satisfaction, as well as its impact on customer loyalty on Elzatta consumers in Jakarta. The study used a quantitative approach with SEM-PLS. Data was collected from 110 respondents through an online questionnaire. The results show that brand image and product quality have a positive effect on customer satisfaction. Furthermore, customer satisfaction is a mediating variable in the relationship between these two variables to customer loyalty. However, brand image does not have a direct effect on loyalty because consumer expectations are not met. The R² value of 0.63 for customer loyalty and 0.623 for customer satisfaction indicates that the model belongs to the moderate category. An SRMR value of 0.085 indicates a fairly decent model, although an NFI of 0.716 indicates that the model is fit. This research provides important implications for Elzatta's management to continue to maintain quality, innovation, and service to strengthen customer loyalty.
The Effect of Product Quality, Service Quality on Customer Loyalty Mediated Satisfaction for Grabfood Customers in Jabodetabek Sahid, Wahno; Abadi, Feryyal
International Journal of Science and Society Vol 6 No 2 (2024): International Journal of Science and Society (IJSOC)
Publisher : GoAcademica Research & Publishing

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.54783/ijsoc.v6i2.1181

Abstract

Customer loyalty is a crucial factor in an organization's growth and financial performance. This study aims to investigate how Product Quality influences customer loyalty, service quality, and customer happiness among Grab Food’s customers while making purchases. The population for this study consists of all online Grab food consumers in Indonesia, with a sample size of 173 online Grab food clients. The research used Structural Equation Models (SEM) for data analysis.). Research shows that both product quality and service quality have a significant influence on Grab Food’s customer loyalty in the Jabodetabek area. This shows that aspects such as food taste, ease of ordering, and speed of delivery contribute significantly to customers' decisions to continue using Grab Food services repeatedly. Mediating Role of Customer Satisfaction: The research results also highlight the important role of customer satisfaction as a mediator between product quality/service and customer loyalty. Important managerial implications for Grab Food. highlighting the importance of Grab Food’s focus on improving their Product Quality and services. Companies can carry out a thorough evaluation of the production process and service provision to ensure that the products and services provided meet customer expectations.
Co-Authors Sahid, Wahno Zahra, Haura Az