Main Article Content
Abstract
Customer loyalty is a form of positive relationship that comes from the quality of service and the brand image of the manufacturer to give rise to consumer satisfaction. This study aims to identify the effect of service quality, brand image, and customer satisfaction on customer loyalty at Traveloka. This study used a non-probability convenience sampling technique in sampling. Primary data collected in this study amounted to 250 respondents. The statistical analysis technique used in this study is Structural Equation Modelling (SEM) with SmartPLS version 3.2.9 software. The results of the data analysis show that service quality has a positive and significant influence on brand image, customer satisfaction, and customer loyalty. Brand image has a positive and significant influence on customer satisfaction and loyalty, as well as customer satisfaction which has a positive and significant influence on customer loyalty.
Keywords
Article Details
References
- Abdillah, W. & Jogiyanto, H. M., 2011. Partial Least Square (PLS), Alternatif Structural equation Modeling (SEM) dalam Bisnis. Yogyakarta: s.n.
- Babin , B. J. & Zikmund, W. G., 2006. Exploring marketing research. Boston: MA: Cengage Learning.
- Chakraborty, M., Patnaik, C. & Haldar, D., 2007. Jute Crop Discrimination and Biophysical Parameter Monitoring Using Multi-Parametric SAR Data in West Bengal, India. Open Access Library Journal, Volume Vol.1 No.6.
- Cooper, D. R. & Schindler, P. S., 2006. business research methods. Ninth Edition ed. s.l.:Mc Graw Hill.
- Ferdinand, A., 2014. Metode Penelitian Manajemen: Pedoman Penelitian untuk enulisan Skripsi, Tesis dan Disertai Ilmu Manajemen. Edisi Kelima ed. Semarang: Badan Penerbit Universitas Diponegoro.
- Fornell, C. & Larcker, D., 1981. Evaluating Structural Equation Models with Unobservable and Measurement Error. Journal of Marketing Research, Volume 18, pp. 39-50.
- Ghozali, 2014. Aplikasi analisis Multivariate dengan Program SPSS. Semarang: Badan penerbit UNDIP.
- Ghozali, I., 2006. Aplikasi Analisis Multivariate dengan Program SPSS. Edisi Keempat ed. Semarang: Badan Penerbit Universitas Diponegoro.
- Ghozali, I., 2011. Aplikais Analisis Multivariate Dengan Program SPSS. Semarang: Badan Penerbit Universitas Diponegoro.
- Ghozali, I., 2018. Aplikasi Analisis Multivariate dengan Program IBM SPSS. Semarang: Badan Penerbit Universitas Diponegoro.
- Ghozali, I. & Latan , H., 2014. Partial Least Squares Konsep, Metode dan aplikasi Menggunakan Program WARPPLS 4.0. Semarang: Badan Penerbit Universitas Diponegoro.
- Ghozali, I. & Latan, H., 2015. Konsep, Teknik, Aplikasi Menggunakan Smart PLS 3.0 Untuk Penelitian Empiris. 1 ed ed. Semarang: Bp Undip.
- Giao, K. H. N., 2020. Customer satisfaction at Tiki.vn e-commerce flat form. Journal of Asian Finance, Economics and Business, pp. 173-183.
- Hair, J. F., Hult, G. . T. M., Ringle, C. M. & Sarstedt, M., 2017. A primer on partial least squares structural equation modeling (PLS-SEM). California: SAGE Publications, Inc..
- Hair, J. F., Hult, G. T. M., Ringle, C. M. & Sarstedt, M., 2011. PLS-SEM: Indeed a silver bullet. Journal of Marketing Theory and Practice, Volume 19, pp. 139-151.
- Handayani, D., 2020. Penyakit Virus Corona 2019. Jurnal Respirologi Indonesia, Volume Vol 40.
- Hsieh, S.-W. L. C.-C. &. L. Y.-H., 2018. A Study on the Relationship Among Brand Image, Service Quality, Customer Satisfaction, and Customer Loyalty – Taking ‘the Bao Wei Zhen Catering Team’ As an Empirical Study. KnE Social Sciences, p. 1768–1781.
- Kotler, P. & Keller, K. L., 2016. Manajemen Pemasaran. s.l.:PT. Indeks.
- Laksono , A. W. & Suryadi, N., 2010. Influence of Brand Image, Brand Trust, and Product Quality on Brand Loyalty to Geprek Bensu Customers in Malang City. Holistic Journal of Management Research, Volume 1, p. 10.
- Oliver, R., 1997. Satisfaction: A Behavioral Perspective on the Consumer. The McGraw-Hill Companies, Inc.
- Putro, R. &. R. B., 2019. Effect of Brand Image and Service Quality on Customer Satisfaction and Loyalty At Bank Jatim Syariah Surabaya. Russian Journal of Agricultural and Socio-Economic Sciences, p. 152–165.
- Sauddin, A. & Ramadhani, N. S., 2018. Analisis Pengaruh Keterampilan Mengajar, Emosi Mahasiswa, Tekanan Akademik Dan Perceived Academic Control Terhadap Prestasi Akademik Mahasiswa Menggunakan Pendekatan SEM-PLS. Jurnal MSA ( Matematika Dan Statistika Serta Aplikasinya ), Volume 6(1), p. 6.
- Sugiyono, 2006. Metode Penelitian Kuantitatif, Kualitatif dan R&D. Bandung: Alfabeta.
- Sugiyono, 2015. Metode Penelitian Kuantitatif, Kualitatif, dan R&D. Bandung: Alphabet.
- yee, R. W., Yeung, A. C. & Cheng, T., 2011. International Journal of Production Economics, p. 236–245.
- Zameer, H. W. Y. Y. H. M. A. &. W. A., 2018. Corporate image and customer satisfaction by virtue of . In: s.l.:s.n., pp. 233-248.
References
Abdillah, W. & Jogiyanto, H. M., 2011. Partial Least Square (PLS), Alternatif Structural equation Modeling (SEM) dalam Bisnis. Yogyakarta: s.n.
Babin , B. J. & Zikmund, W. G., 2006. Exploring marketing research. Boston: MA: Cengage Learning.
Chakraborty, M., Patnaik, C. & Haldar, D., 2007. Jute Crop Discrimination and Biophysical Parameter Monitoring Using Multi-Parametric SAR Data in West Bengal, India. Open Access Library Journal, Volume Vol.1 No.6.
Cooper, D. R. & Schindler, P. S., 2006. business research methods. Ninth Edition ed. s.l.:Mc Graw Hill.
Ferdinand, A., 2014. Metode Penelitian Manajemen: Pedoman Penelitian untuk enulisan Skripsi, Tesis dan Disertai Ilmu Manajemen. Edisi Kelima ed. Semarang: Badan Penerbit Universitas Diponegoro.
Fornell, C. & Larcker, D., 1981. Evaluating Structural Equation Models with Unobservable and Measurement Error. Journal of Marketing Research, Volume 18, pp. 39-50.
Ghozali, 2014. Aplikasi analisis Multivariate dengan Program SPSS. Semarang: Badan penerbit UNDIP.
Ghozali, I., 2006. Aplikasi Analisis Multivariate dengan Program SPSS. Edisi Keempat ed. Semarang: Badan Penerbit Universitas Diponegoro.
Ghozali, I., 2011. Aplikais Analisis Multivariate Dengan Program SPSS. Semarang: Badan Penerbit Universitas Diponegoro.
Ghozali, I., 2018. Aplikasi Analisis Multivariate dengan Program IBM SPSS. Semarang: Badan Penerbit Universitas Diponegoro.
Ghozali, I. & Latan , H., 2014. Partial Least Squares Konsep, Metode dan aplikasi Menggunakan Program WARPPLS 4.0. Semarang: Badan Penerbit Universitas Diponegoro.
Ghozali, I. & Latan, H., 2015. Konsep, Teknik, Aplikasi Menggunakan Smart PLS 3.0 Untuk Penelitian Empiris. 1 ed ed. Semarang: Bp Undip.
Giao, K. H. N., 2020. Customer satisfaction at Tiki.vn e-commerce flat form. Journal of Asian Finance, Economics and Business, pp. 173-183.
Hair, J. F., Hult, G. . T. M., Ringle, C. M. & Sarstedt, M., 2017. A primer on partial least squares structural equation modeling (PLS-SEM). California: SAGE Publications, Inc..
Hair, J. F., Hult, G. T. M., Ringle, C. M. & Sarstedt, M., 2011. PLS-SEM: Indeed a silver bullet. Journal of Marketing Theory and Practice, Volume 19, pp. 139-151.
Handayani, D., 2020. Penyakit Virus Corona 2019. Jurnal Respirologi Indonesia, Volume Vol 40.
Hsieh, S.-W. L. C.-C. &. L. Y.-H., 2018. A Study on the Relationship Among Brand Image, Service Quality, Customer Satisfaction, and Customer Loyalty – Taking ‘the Bao Wei Zhen Catering Team’ As an Empirical Study. KnE Social Sciences, p. 1768–1781.
Kotler, P. & Keller, K. L., 2016. Manajemen Pemasaran. s.l.:PT. Indeks.
Laksono , A. W. & Suryadi, N., 2010. Influence of Brand Image, Brand Trust, and Product Quality on Brand Loyalty to Geprek Bensu Customers in Malang City. Holistic Journal of Management Research, Volume 1, p. 10.
Oliver, R., 1997. Satisfaction: A Behavioral Perspective on the Consumer. The McGraw-Hill Companies, Inc.
Putro, R. &. R. B., 2019. Effect of Brand Image and Service Quality on Customer Satisfaction and Loyalty At Bank Jatim Syariah Surabaya. Russian Journal of Agricultural and Socio-Economic Sciences, p. 152–165.
Sauddin, A. & Ramadhani, N. S., 2018. Analisis Pengaruh Keterampilan Mengajar, Emosi Mahasiswa, Tekanan Akademik Dan Perceived Academic Control Terhadap Prestasi Akademik Mahasiswa Menggunakan Pendekatan SEM-PLS. Jurnal MSA ( Matematika Dan Statistika Serta Aplikasinya ), Volume 6(1), p. 6.
Sugiyono, 2006. Metode Penelitian Kuantitatif, Kualitatif dan R&D. Bandung: Alfabeta.
Sugiyono, 2015. Metode Penelitian Kuantitatif, Kualitatif, dan R&D. Bandung: Alphabet.
yee, R. W., Yeung, A. C. & Cheng, T., 2011. International Journal of Production Economics, p. 236–245.
Zameer, H. W. Y. Y. H. M. A. &. W. A., 2018. Corporate image and customer satisfaction by virtue of . In: s.l.:s.n., pp. 233-248.