ANALISIS FAKTOR-FAKTOR YANG MEMPENGARUHI KEPUASAN PELANGGAN DAN LOYALITAS MEREK PADA PENGGUNA SMARTPHONE DI BATAM - Cuandra, Fendy; Henderson, Henderson; Putra, Edy Yulianto; Lady, Lady (Jurnal Ekonomi Pembangunan STIE Muhammadiyah Palopo, 2025)
ABSTRAKPada masa kini, smartphone tidak lagi sekadar berfungsi sebagai alat komunikasi, melainkan telah menjadi bagian integral dari aktivitas harian masyarakat. Penelitian ini bertujuan untuk mengkaji berbagai faktor yang berperan dalam memengaruhi kepuasan pelanggan dan loyalitas merek di kalangan pengguna smartphone di Kota Batam. Pendekatan yang digunakan berupa kuantitatif, dengan penghimpunan data melalui penyebaran kuesioner terhadap 312 orang berupa mahasiswa di Batam yang aktif menggunakan smartphone. Data dianalisis dengan teknik statistika uji structural equation modelling, untuk menguji outer dan inner model melalui program SMARTPLS. Penelitian ini menemukan bahwa brand experience, brand commitment, brand awareness, brand trust, dan perceived quality memiliki pengaruh yang signifikan terhadap customer satisfaction maupun brand loyalty pada pengguna smartphone di Batam. Sebaliknya, brand image tidak memiliki pengaruh signifikan terhadap customer satisfaction. Customer satisfaction terbukti mampu memediasi hubungan antara brand experience, brand commitment, brand awareness, brand trust, dan perceived quality terhadap brand loyalty. Namun, customer satisfaction tidak berperan sebagai mediator dalam hubungan antara brand image dan brand loyalty. Selain itu, ditemukan pula bahwa terdapat pengaruh langsung yang signifikan antara customer satisfaction dan brand loyalty.ABSTRACTNowadays, smartphones are no longer just a communication tool, but have become an integral part of people's daily activities. This study aims to examine various factors that play a role in influencing customer satisfaction and brand loyalty among smartphone users in Batam City. The approach used is quantitative, by collecting data through distributing questionnaires to 312 students in Batam who actively use smartphones. The data was analyzed using statistical techniques, structural equation modeling tests, to test the outer and inner models through the SMARTPLS program. This study found that brand experience, brand commitment, brand awareness, brand trust, and perceived quality have a significant influence on customer satisfaction and brand loyalty among smartphone users in Batam. In contrast, brand image does not have a significant influence on customer satisfaction. Customer satisfaction is proven to be able to mediate the relationship between brand experience, brand commitment, brand awareness, brand trust, and perceived quality on brand loyalty. However, customer satisfaction does not act as a mediator in the relationship between brand image and brand loyalty. In addition, it was also found that there is a significant direct effect between customer satisfaction and brand loyalty.