Article Sidebar

Download
PDF
Statistic
Read Counter : 43 Download : 25

Main Article Content

Abstract

Study This aim For analyze influence quality products and quality service to loyalty brand with satisfaction customer as variables mediation among users of the Tokopedia e-commerce platform in North Minahasa . The research method used is approach quantitative with technique data collection through online questionnaire to 208 respondents who had transactions on Tokopedia. Testing hypothesis done with using equation model structural based on Partial Least Square (PLS) with help device soft SmartPLS 3.0. Research results show that quality products and quality service influential positive and significant to satisfaction Customers . Quality the product is also proven influential positive and significant in a way direct to loyalty brand , whereas quality service No influential direct to loyalty brand . Satisfaction customer proven influential positive and significant to loyalty brand , as well as play a role as variables mediation , where satisfaction customer mediate in a way partial influence quality product to loyalty brand and mediate in a way full influence quality service to loyalty Tokopedia brand in North Minahasa . Findings This confirm importance increase quality products and services For build satisfaction in the end strengthen loyalty brand .

Keywords

Kualitas Produk Kualitas Layanan Kepuasan Pelanggan Loyalitas Merek

Article Details

References

  1. Abdillah, W. A., Rengga, M. P., & Muhammad, I. N. (2024). Pengaruh Kualitas Pelayanan dan Kualitas Produk Terhadap Kepuasan Pelanggan Pengguna Wifi Indihome Kota Tasikamalaya. Jurnal Manajemen & Bisnis Kreatif, 10(1), 74–87. https://doi.org/10.36805/manajemen.v10i1.7872
  2. Agrawal, D. K., & Gupta, S. (2023). A new theoretical framework of shopping motives and channel preference behaviour in the digital era. International Journal of Consumer Studies, 47(1), 400–418. https://doi.org/10.1111/ijcs.12818
  3. Al-Bashayreh, M., Almajali, D., Al-Okaily, M., Masa’deh, R., & Samed Al-Adwan, A. (2022). Evaluating Electronic Customer Relationship Management System Success: The Mediating Role of Customer Satisfaction. Sustainability, 14(19), 12310. https://doi.org/10.3390/su141912310
  4. Dapena-Baron, M., Gruen, T. W., & Guo, L. (2020). Heart, head, and hand: a tripartite conceptualization, operationalization, and examination of brand loyalty. Journal of Brand Management, 27(3), 355–375. https://doi.org/10.1057/s41262-019-00185-3
  5. Darmawan, R. T., & Tjahjaningsih, E. (2024). Pengaruh Brand Image dan Kualitas Produk Terhadap Kepuasan Serta Dampaknya Pada Loyalitas. Journal of Economic, Bussines and Accounting (COSTING), 7(5), 1686–1693. https://doi.org/10.31539/costing.v7i5.11817
  6. Das Guru, R. R., & Paulssen, M. (2020). Customers’ experienced product quality: scale development and validation. European Journal of Marketing, 54(4), 645–670. https://doi.org/10.1108/EJM-03-2018-0156
  7. Desi Caprianti, Eddy Soegiarto, & Eka Yudhyani. (2024). The Impact of Product Quality and Brand Image on Customer Loyalty of Tolak Angin Through Consumer Satisfaction as an Intervening Variable (A Study on Sidomuncul Products Consumers in Samarinda). El-Mal: Jurnal Kajian Ekonomi & Bisnis Islam, 5(12). https://doi.org/10.47467/elmal.v5i12.5207
  8. Desveaud, K., Mandler, T., & Eisend, M. (2024). A meta-model of customer brand loyalty and its antecedents. Journal of Business Research, 176, 114589. https://doi.org/10.1016/j.jbusres.2024.114589
  9. Dimitrieska, S. (2024). Building And Maintaining Customer Loyalty. Balkan Research Journal, 1(1), 15–26. https://doi.org/10.69648/ZSYY8529
  10. Ferdiansyah, R., Rahman, A. L., Fauzi, S., Dewi, V., Fathoni, V. R., & Wiharso, G. (2024). ANALISIS PENGARUH KUALITAS PRODUK TERHADAP KEPUASAN PELANGGAN MENGGUNAKAN METODE REGRESI LINIER. Jurnal Pariwisata Bisnis Digital dan Manajemen, 3(1), 1–7. https://doi.org/10.33480/jasdim.v3i1.5019
  11. Gazi, Md. A. I., Mamun, A. Al, Masud, A. Al, Senathirajah, A. R. bin S., & Rahman, T. (2024). The relationship between CRM, knowledge management, organization commitment, customer profitability and customer loyalty in telecommunication industry: The mediating role of customer satisfaction and the moderating role of brand image. Journal of Open Innovation: Technology, Market, and Complexity, 10(1), 100227. https://doi.org/10.1016/j.joitmc.2024.100227
  12. Górska-Warsewicz, H., & Kulykovets, O. (2020). Hotel Brand Loyalty—A Systematic Literature Review. Sustainability, 12(12), 4810. https://doi.org/10.3390/su12124810
  13. Güngör, S. A., & Çadırcı, O. T. (2022). Understanding digital consumer: A review, synthesis, and future research agenda. International Journal of Consumer Studies, 46(5), 1829–1858. https://doi.org/10.1111/ijcs.12809
  14. Gupta, A., Singh, R. K., Mathiyazhagan, K., Suri, P. K., & Dwivedi, Y. K. (2023). Exploring relationships between service quality dimensions and customers satisfaction: empirical study in context to Indian logistics service providers. The International Journal of Logistics Management, 34(6), 1858–1889. https://doi.org/10.1108/IJLM-02-2022-0084
  15. Ma, X., & Wang, P. (2024). An in-depth analysis and prediction study of consumer buying behavior for digital marketing. Applied Mathematics and Nonlinear Sciences, 9(1). https://doi.org/10.2478/amns-2024-2814
  16. Murhadi, W. R., & Reski, E. C. (2022). Pengaruh E-Service Quality, Kesadaran Merek, Kepercanyaan, Word of Mouth, dan Kepuasan terhadap Loyalitas Pelanggan. Jurnal Ilmiah Bisnis dan Ekonomi Asia, 16(2), 229–240. https://doi.org/10.32815/jibeka.v16i2.471
  17. Netia, & Irjayanti, M. (2024). Pengaruh Service Quality terhadap Customer Satisfaction pada Aplikasi Tokopedia. Al-Kharaj: Jurnal Ekonomi, Keuangan & Bisnis Syariah, 6(8). https://doi.org/10.47467/alkharaj.v6i8.4087
  18. Nyan, L. M., Rockson, S. B., & Addo, P. K. (2020). The Mediation Effect of Customer Satisfaction on the Relationship Between Service Quality and Customer Loyalty. Journal of Management and Strategy, 11(3), 13. https://doi.org/10.5430/jms.v11n3p13
  19. Ogunnaike, O. O., Agada, S. A., Ighomereho, O. S., & Borishade, T. T. (2022). Social and Cultural Experiences with Loyalty towards Hotel Services: The Mediating Role of Customer Satisfaction. Sustainability, 14(14), 8789. https://doi.org/10.3390/su14148789
  20. Oktavianingsih, P. D., & Fikriah, N. L. (2024). Consumer Loyalty: The Effect of Consumer Satisfaction in Mediating E-Trust and Brand Image. Jurnal Ekonomi, Bisnis & Entrepreneurship, 18(2), 364–381. https://doi.org/10.55208/mkavnp71
  21. Özcan, A., Pehlivan, B., & Erkasap, A. (2024). The Effect of Perceived Service Quality on Brand Loyalty: The Case of 5 Star Hotels in Tourism Sector. International Journal of Business and Economic Studies, 6(3), 197–213. https://doi.org/10.54821/uiecd.1532249
  22. Parris, D. L., & Guzmán, F. (2023). Evolving brand boundaries and expectations: looking back on brand equity, brand loyalty, and brand image research to move forward. Journal of Product & Brand Management, 32(2), 191–234. https://doi.org/10.1108/JPBM-06-2021-3528
  23. Reddy, A. Y. (2024). Customer Retention Strategies in E-COMMERCE: Insights from Purchasing Intention Data. INTERNATIONAL JOURNAL OF EARLY CHILDHOOD SPECIAL EDUCATION, 16(2), 339–346. https://doi.org/10.48047/intjecse/v16i2.36
  24. Robertson, J., Botha, E., Ferreira, C., & Pitt, L. (2022). How deep is your love? The brand love-loyalty matrix in consumer-brand relationships. Journal of Business Research, 149, 651–662. https://doi.org/10.1016/j.jbusres.2022.05.058
  25. Shao, Q., Lo, H.-W., Liou, J. J. H., & Tzeng, G.-H. (2023). A Data-Driven Model to Construct the Influential Factors of Online Product Satisfaction. International Journal of Information Technology & Decision Making, 1–31. https://doi.org/10.1142/S021962202350013X
  26. Slack, N. J., & Singh, G. (2020). The effect of service quality on customer satisfaction and loyalty and the mediating role of customer satisfaction. The TQM Journal, 32(3), 543–558. https://doi.org/10.1108/TQM-07-2019-0187
  27. Suhad, S., & Iswati, H. (2024). The Effect of Service Quality and Brand Image on Customer Loyalty with Customer Satisfaction as an Intervening Variabel. EKOBIS SYARIAH, 8(1), 56. https://doi.org/10.22373/ekobis.v8i1.22876
  28. Tijjang, B., Junaidi, J., Nurfadhilah, N., & Pandi, P. (2023). The Role of Brand Love, Trust, and Commitment in Fostering Consumer Satisfaction and Loyalty. FWU Journal of Social Sciences, 110–126. https://doi.org/10.51709/19951272/Spring2023/8
  29. Tsai, C., Huang, Y., & Lou, K. (2025). The Effects of Service Quality, Brand Loyalty, and Customer Satisfaction on Repurchase Intention: An Empirical Case Study of Online Travel Agents in Taiwan. Asia Pacific Viewpoint, 66(1), 73–84. https://doi.org/10.1111/apv.12438
  30. Yum, K., & Yoo, B. (2023). The Impact of Service Quality on Customer Loyalty through Customer Satisfaction in Mobile Social Media. Sustainability, 15(14), 11214. https://doi.org/10.3390/su151411214