Aaker D., 1991, Brand Equity, The free press, New york NY
Aaker, David and Erich Joachimsthaler. 2000. Brand Leadership. New York: The Free Press
Adinehfar, A. R., Gayem, A., Gulf, P., Branch, I., & Azad, I. (2016). Impact of Brand Personality on Satisfaction and Loyalty of Pact of Brand Personality on Satisfaction and Loyalty of Consumers (Case Study: Luxury Brands of Watches in the City Consumers (Case Study: Luxury Brands of Watches in the City Isfah- an). Journal of Fundamental and Applied Sciences, 8(Special Issue), 462-477.
Adi, R. P. (2013). Pengaruh Kualitas Produk dan Kewajaran Harga terhadap Loyalitas dengan Kepuasan Konsumen sebagai Variabel Inter- vening. Management Analysis Journal, 2(1), 110-115.
Amryyanti, R., & Cahya, I. P. G. S. K. N. (2012). Pen- garuh Kualitas Layanan, Produk, dan Kewa- jaran Harga terhadap Kepuasan dan Loyalitas Pelanggan pada Lnc Skin Care Singaraja. E- Jurnal Ekonomi dan Bisnis Universitas Udayana, 22-29.
Ariastuti, I., & Untoro, W. (2017). Pengaruh Mana- jemen Hubungan Pelanggan dan Kewajaran Harga terhadap Loyalitas Merek dimediasi oleh Kepuasan Konsumen. Jurnal Wawasan Manajemen, 5, 242-257.
Aryani, Dwi dan Febrina Rosinta. 2010. “Pengaruh Kualitas Layanan terhadap Kepuasan Pelang- gan dalam Membentuk Loyalitas Pelangganâ€. Bisnis dan Birokrasi, Jurnal Ilmu Administrasi dan Organisasi, 17(2), 114-126.
Asma, S., Baha Dine, M. S., Wafaa, B., & Redouan, A. (2018). The Effect of Perception Quality/ Price of Service on Satisfaction and Loyalty Algerians Customers Evidence Study Turkish Airlines. International Journal of Economics & Management Sciences, 07(1), 1-6.
Azhari, R., Arifin, R., & Penelitian, A. (2017). Pengaruh Dimensi Kualitas Produk dan Reputasi Kepua- san Konsumen sebagai Variabel Intervening di Starbucks Malang Cabang Mall City Point Dieng. Jurnal Ilmiah Riset Manajemen, 64-80.
Cintya Damayanti, W. (2015). Pengaruh Kualitas Produk, Brand Image terhadap Loyalitas den- gan Kepuasan sebagai Variabel Intervening. Management Analysis Journal, 4(3), 236-251.
David. (2018). Pengaruh E-Service Quality terhadap Loyalitas Pelanggan melalui Kepuasan Pelang- gan pada Transportasi Online Grab. Petra International Journal of Business Studies, 6(2).
David Firmansyah, D. P. (2012). Pengaruh KualitasPelayanan dan Perceived Value terhadap Loyalitas Pelanggan dengan Kepuasan. Manage- ment Analysis Journal, 1(2), 120-128.
Fakhrudin, A. (2016). Pengaruh Performance Qual- ity, Reputasi Merek dan Kepuasan Pelanggan terhadap Loyalitas Merek. Jurnal Manajemen Dirgantara, 7(1), 65-83.
Fandy Tjiptono. 2002. Strategi Pemasaran. Edisi II. Yogyakarta: Andi Offset.
Farhat, R., & Khan, B. M. (2011). Importance of Brand Personality to Customer Loyalty : a Conceptual Study Importance of Brand Per- sonality to Customer Loyalty : A Conceptual Study. International Journal of Research in Com- merce and Management.
Griffin, Jill, 2003. Customer Loyalty: Menumbuhkan dan Mempertahankan Kesetiaan Pelanggan, Erlangga, Jakarta.
Gul, R. (2014). The Relationship between Reputation, Customer Satisfaction, Trust, and Loyalty. Journal of Public Administration and Governance, 4(3), 368-387.
Hermawan, B. (2011). Pengaruh Kualitas Produk ter- hadap Kepuasan, Reputasi Merek dan Loyalitas Konsumen Jamu Tolak Angin Pt. Sido Muncul. Jurnal Manajemen Teori dan Terapan, 2(2), 9-17.
Hermawan Kerjaya. 2004. On Brand. Bandung: PT Mizan Pustaka
Ika Wahyu Wijayanti, W. (2015). Pengaruh Kualitas Pelayanan, Persepsi Harga dan Nilai Pelanggan terhadap Loyalitas Konsumen Melalui Kepua- san Pelanggan sebagai Variabel Intervening. Management Analysis Journal, 4(1), 50-57.
I Made Nugraha Santosa, Ni Wayan Sri Suprapti, I. G.
A. K. G. (2016). Pengaruh Kualitas Jasa terha- dap Kepuasan, Reputasi Merek dan Loyalitas Pengguna Kartu Sim Prabayar Telkomsel (Stu- di pada Segmen Remaja di Kota Denpasar). E- Jurnal Manajemen Unud, 8, 2491-2516.
Kartajaya on Marketing. Jakarta: Gramedia Pustaka Utama.
Kotler, Philip. 2007. Manajemen Pemasaran. Jilid 1 Edisi kesebelas. Indonesia: PT. Indeks.
Kotler, Philip, Keller dan Kevin Lane. 2006. Marketing Management. Pearson International Edition. New Jersey: Pearson Prentice Hall.
Kotler, Philip. Keller, K Lane, 2009. Manajemen Pema- saran. Edisi 13. Jilid 1 dan 2. Jakarta: Erlangga
Lam Yin Shun, Venkatesh, S., Erramilli Krishna M., & Bvsan, M. (2004). Customer Value, Satis- faction, An Illustration From a Loyalty, and Switching Costs: Business-to-Business Ser. Journai of the Academy of Marketiag Science, 32, 293-311.
Kwong, M. Z., & Candinegara, I. (2014). Relationship between Brand Experience, Brand Personality, Consumer Satisfaction, and Consumer Loyalty of DSSMF Brand. IBuss Management, 2(2), 89- 98.
MartÃn-Consuegra, D., Molina, A., & Esteban, Ã. (2007). An Integrated Model of Price, Satis- faction and Loyalty: an Empirical Analysis in the Service Sector. Journal of Product and Brand Management, 16(7), 459-468.
Muhammad Shohibur Rida, W. (2019). Pengaruh Kualitas Layanan, Perceived Value, dan Expe- riential Marketing terhadap Loyalitas Pelang- gan melalui Kepuasan Pelanggan. Management Analysis Journal, 1-14.
Mulyadi, H., & Saktiawati, D. (2008). Pengaruh Brand Personality terhadap Loyalitas Pelang- gan Shampo Sunsilk (Survei pada mahasiswi FPIPS UPI Bandung Angkatan 2004-2006). Journal of Business Management & Entrepreneur Education, 7(13), 20-32.
- Abstract viewed - 2112 times
- pdf downloaded - 1407 times
Affiliations
Ati Arifiah Siswi
Universitas Negeri Semarang
Wahyono Wahyono
Universitas Negeri Semarang
How to Cite
The Role of Customer Satisfaction in Increasing Customer Loyalty
Vol 9 No 1 (2020): Management Analysis Journal
Submitted: Oct 1, 2019
Published: Mar 24, 2020
Abstract
The purpose of this study is to determine the direct and indirect influence of brand personality, brand reputation and price fairness toward customer loyalty through customer satisfaction as an intervening variable. Customer satisfaction influence customers to make an loyal. The population in this research is customers Kukubima Energi. The total sample in this research is 115 respondents with purposive sampling technique through a likert scale. Methods of collecting data using questionnaires and documentation. Data analysis using classic assumption test and hypothesis test (t test and path analysis) with SPSS Statistics version 21 programs. Based on the hypothesis test, the results show that brand personality has a positive and significant effect on customer loyalty, price fairness has a positive and significant effect on customer loyalty, brand reputation does not has a positive and significant effect on customer loyalty, and customer satisfaction has a positive and significant effect customer satisfaction. Mediation test shows that positive emotion mediates the effect of brand personality, and price fairness on customer satisfaction.