Article Sidebar

The Influence of Transformational Leadership Style and Work Discipline on Job Performance among Maros District Education Office Employees SettingsThe Influence of Competence, Motivation, Loyalty, and Work Discipline on the Productivity of North Kalimantan Regional Police SettingsThe Effect of CSR, Intellectual Capital and GCG on Company Value with Financial Performance as a Moderating Variable in Food & Beverage Industry Companies Listed on the Indonesia Stock Exchange (IDX) SettingsAnalysis of Leading Sector Development in the Mamminasata Region, South Sulawesi SettingsThe Effect of Liquidity and Leverage on Firm Value Through Profitability at PT. Indofood Sukses Makmur Tbk SettingsThe Impact of Human Resources on the Rectorate of Universitas Hasanuddin Financial Performance SettingsThe Influence of Education Level, Job Satisfaction, and Compensation on the Performance of State Civil Apparatuses at the Mambi District Office SettingsThe Effect of Financial Literacy and Online Shopping on Student Consumptive Behavior SettingsThe Effect of Financial Literacy on Interest in Using Fintech Payments on the Shopee Application SettingsThe Effect of Attitude and Trust on Behavioral Intention In The Modern Market Industry SettingsThe Influence of Tenure of Service Rewards, Job Satisfaction, and Work Environment on the Performance of Regional Inspectorate Employees in Kolaka Regency, Southeast Sulawesi Province SettingsThe Effect of Promotion, Work Experience, and Motivation on Employee Performance at the Regional Revenue Agency, Kolaka Regency, Southeast Sulawesi Province SettingsThe Effect of Motivation and Work Environment on Employee Performance at PT. Pratomo Putra Teknik, City of Palopo SettingsThe Relationship between Work Motivation and Workload on Employee Job Satisfaction at PT. Pratomo Putra Teknik Palopo SettingsThe Influence of Communication Teamwork and Work Discipline on Employee Performance at PT. Pratomo Putra Teknik Palopo SettingsThe Influence of Job Satisfaction and Organizational Culture on Employee Performance at the Regional Drinking Water Company (PDAM) in Luwu Regency SettingsBehavior of Political Elite Taxpayers and Political Connections to Tax Obligations during the COVID-9 Pandemic SettingsThe Effect of Information Technology Perceptions and Complaint Handling on Customer Interests in Using BMM Mobile at PT. Bank Maluku Malut KC Ternate SettingsThe Influence of Compensation and Competence on Employee Performance at the Maritime Affairs and Fisheries Office of Takalar Regency SettingsThe Influence of Location and Price on Shopping Decisions at Practical Gelael Makassar
Download
PDF
Statistic
Read Counter : 491 Download : 370

Main Article Content

Abstract

Customer loyalty is a major factor for success in doing business, customer loyalty in doing business is influenced by service quality, brand image, and consumer satisfaction. This study aims to identify the effect of service quality, brand image, and customer satisfaction on customer loyalty at Go Food. 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 Smart PLS 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

Service Quality Brand Image Customer Satisfaction Customer Loyalty

Article Details

References

  1. Aaker, D. (1996). Measuring Brand Equity across Products and Markets. California Management Review, 102-120.
  2. Akbar, M., & Parvez. (2009). Impact of Service Quality, Trust, and Customer Satisfaction Loyalty. ABC Journal, 24-38.
  3. Al-Azzam, A. (2015). The Impact of Service Quality Dimensions on Customer Satisfaction: A Field Study of Arab Bank in Irbid City Jordan. European Journal of Business and Management, 7, 45-54.
  4. Anwar, S., Min, L., & Dastagir, G. (2019). Effect of Service Quality , Brand Image , Perceived Value on Customer Satisfaction and Loyalty in the Chinese Banking Industry. International Journal of Business, Economics and Management Works. International Journal of Business, Economics, & Management Works.
  5. Bloemer, J., & Ruyter, K. (1998). On the relationship between store image, store satisfaction and store loyalty. European Journal of Marketing.
  6. Chen, C., & Liu, H. (2017). Exploring the Impact of Airlines Service Quality on Customer Loyalty: Evidence from Taiwan. International Journal of Business and Management, 36.
  7. CNBC Indonesia. (2019). GoFood kuasai 75% Pangsa Pasar Indonesia. Retrieved November Monday, 2022, from https://www.cnbcindonesia.com/tech/20190923131149-37-101425/gofood-kuasai-75-pangsa-pasar-indonesia
  8. CNBC Indonesia. (2019). Go-Food Pimpin Pasar RI, 93% Omzet Mitra Meningkat Dratis. Retrieved December Thuersday, 2022, from https://www.cnbcindonesia.com/tech/20190425102640-37-68760/go-food-pimpin-pasar-ri-93-omzet-mitra-meningkat-dratis
  9. CNBC Indonesia. (2022). Rakyat RI Doyan Jajan, Ini Layanan yang Sering Digunakan. Retrieved December Thuersday, 2022, from https://www.cnbcindonesia.com/market/20220705114017-17-353052/rakyat-ri-doyan-jajan-ini-layanan-yang-sering-digunakan
  10. Dam, S., & Dam, T. (2021). Relationships between Service Quality, Brand Image, Customer Satisfaction, and Customer Loyalty. Journal of Asian Finance, Economics and Business, 585-593.
  11. Elgin, A., & Nedunchezhian, R. (2012). An analytical study into the effects of service quality on the. European Journal of Social Sciences.
  12. Ghozali, I. (2014). Structural Equation Modeling: Metode Alternatif dengan Partial Least Square (PLS). (4 ed.). Semarang: Universitas Diponegoro Semarang.
  13. Ghozali, I., & Latan, H. (2015). Konsep, Teknik, Aplikasi Menggunakan Smart PLS 3.0 Untuk Penelitian Empiris. (1 ed.). Semarang: BP Undip.
  14. Guluwita, T. (2020). The Relationship between Product Quality, E-Service Quality and Brand Image on Customer Satisfaction: Preliminary Investigation in Perlis. Department of Marketing Management, Faculty of Management Studies, The Open University of Sri Lanka.
  15. Hair, J., Hult, G., Ringle, C., & Sarstedt, M. (2017). A primer on partial least squares structural equation modeling (PLS-SEM). California: SAGE Publications, Inc.
  16. Hsieh, S.-W., Lu, C.-C., & Lu, 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 Science.
  17. Jamal & Anastasiadou. (2007). Investigating the effects of service quality dimensions and expertise on loyalty. European Journal of Marketing. Cardiff, UK & Thessaloniki, Greece: Emerald Group Publishing Limited.
  18. Jones, T., & Sasser, W. (1995). Why Satisfied Customers Defec. Harvard Business Review, 73, 88-99.
  19. Kompas.com. (2020, october 8). 5 Manfaat Internet. Retrieved November 21, 2022, from https://www.kompas.com/skola/read/2020/10/08/224859069/5-manfaat-internet?page=all
  20. Kompasmania.com. (2022). Online Food Delivery, Semakin Digemari Masyarakat. Retrieved November Monday, 21, 2022, from https://www.kompasiana.com/rahmawatieka7061/61d088c306310e2ab91bf2e4/online-food-delivery-semakin-digemari-masyarakat
  21. Kotler, P., & Keller, K. (2016). Marketing Management. Pearson Education.
  22. Kurniawati, D., Suharyono, & Kusumawati, A. (2014). Pengaruh Citra Merek dan Kualitas Produk Terhadap Kepuasan dan Loyalitas Pelanggan (Studi pada Pelanggan KFC Cabang Kawi Malang). Jurnal Administrasi Bisnis.
  23. Lahap, J., Ramli, N., Said, N., Radzi, S., & Zain, R. (2015). A study of brand image towards customer's satisfaction in the Malaysian hotel industry. Procedia-Social and Behavioral Sciences, 224, 149-157.
  24. Lin , H.-F., & Lee, G.-G. (2005). Consumer perceptions of e-Service quality in online shopping. International Journal of Retail & Distribution Managemen.
  25. Miranda, S., Tavarez, P., & Queiro, R. (2017). Perceived service quality and customer satisfaction: A fuzzy set qca approach in the railway sector. Journal of Business Research.
  26. Oliver, R. L. (1997). Satisfaction: A Behavioral Perspective on the Consumer. New York: McGraw Hill.
  27. Parasuraman, A., Zeithaml, V., & Berry, L. (1988). SERVQUAL: A multiple- Item Scale for measuring consumer perceptions of service quality. Journal of Retailing.
  28. Pitchayadejanant, K., & Nakpathom, P. (2016). The Effect of Demographic Information as Moderator toward Relationship between Service Quality, Customer Satisfaction, and Customer Loyalty in Thai Low Cost Carriers’ Passengers. Journal of Marketing.
  29. Roscoe, J. (1975). Fundamental Research Statistics for the Behavioral Sciences [by] John T. Roscoe. New York: Holt, Rinehart and Winston.
  30. Rust, R., & Zahorik, A. (1993). Customer satisfaction, customer retention, and market share. J. Retail. Summer.
  31. Saleem, H., & Raja, N. (2014). The Impact of Service Quality on Customer Satisfaction, Customer Loyalty and Brand Image: Evidence from Hotel Industry of Pakistan. IOSR Journal of Business and Management.
  32. Schulz, R., & Omweri, J. (2012). The effect of business image on customer retention in hotels in Eldoret. European Journal of Business and Management,, 4, 185-193.
  33. Seth, N., Deshmukh, S., & Vrat, P. (2005). Service quality models: A review. International Journal of Quality & Reliability Management.
  34. Setiawan, H., & Sayuti, A. (2017). Effects of Service Quality, Customer Trust and Corporate Image on Customer Satisfaction and Loyalty: An Assessment of Travel Agencies Customer in South Sumatra Indonesia. IOSR Journal of Business and Management.
  35. Tasci, A. D. (2016). Consumer Value and Brand Value: Rivals or Allies in Consumer-Based Brand Equity? Florida: Cognizant Communication Corporation.
  36. Thibaut, J., & Kelley, H. (1959). THE SOCIAL PSYCHOLOGY OF GROUPS. Social Work, 123–124.
  37. West, R., & Turner, L. (2008). Introducing communication theory analysis and application analysis and application. Boston: McGraw-Hill.
  38. Wu, C.-C., Liao, S.-H., Chen, Y.-J., & Hsu, W.-L. (2011). Service quality, brand image and price fairness impact on the customer satisfaction and loyalty. IEEE International Conference .
  39. Xie, J., Wu, T., & Zhou, L. (2021). Sharing of verified information about COVID-19 on social network sites: A social exchange theory perspective. International Journal of Environmental Research and Public Health, 18, 1–12.
  40. Yap, B., Ramayah, T., & Shahidan, W. (2012). Satisfaction and trust on customer loyalty: a PLS approach. Business Strategy Series.
  41. Zhou, T., & Li, H. (2014). Privacy Risk Scale. Washington, DC: APA PsycTests.