The relationship between brand equity, customer satisfaction, and brand loyalty on coffee shop: study of excelso and starbucks. / Aries Susanty, Eirene Kenny
Aries Susanty;
Eirene Kenny
(Management Research Center (MRC) Department of Management, Faculty of Economics, University of Indonesia and Philip Kotler Center, 2015)
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This study investigates the effect of the Brand Equity on the Customer Satisfaction and the Brand Loyalty of Starbucksand Excelso coffee shops’ customers. Starbucks is the strongest competitor of Excelso. Data used in this study wasprimary data which were collected through closed questionnaires with 1-5 Likert scale. A sample of this study was 270respondents; 135 respondents for each brand. The study used Structural Equation Modelling (SEM) operated by LISRELprogram to analyze the hypothesis. The results of this study showed that The Physical Quality, the Ideal Self-Congruence,and the Lifestyle Congruence have a positive and significant impact on the Customer Satisfaction on Excelso and Starbucks.Staff behaviour only have a positive and significant impact on the Customer Satisfaction in the Excelso; whereas,brand identification only have a positive and significant impact on the Customer Satisfaction in the Starbucks. However,in both of coffee shop brand, the Consumer Satisfaction have a positive and significant impact on the Brand Loyalty.Penelitian bertujuan menguji dampak brand equity terhadap customer satisfaction dan brand loyalty pada konsumen KedaiKopi Excelso dan Starbucks. Dalam hal ini, Excelso merupakan kompetitor terkuat dari Starbucks. Penelitian menggunakan dataprimer yang dikumpulkan melalui pengisian kuesioner tertutup menggunakan skala Likert 1-5. Total responden yang menjadisampel dalam penelitian ini adalah 270 orang; 135 orang diantaranya merupakan konsumen dari Excelso dan 135 orang merupakankonsumen dari Starbucks. Penelitian ini dilakukan dengan menggunakan Structural Equation Modelling (SEM) dan diolah denganbantuan Software LISREL. Hasil penelitian menunjukkan bahwa physical quality, ideal self-congruence, dan lifestyle congruencemerupakan faktor-faktor yang berpengaruh positif secara signifikan terhadap customer satisfaction di Excelso dan Starbucks. Staffbehaviour hanya memiliki pengaruh positif secara signifikan terhadap customer satisfaction di Excelso; adapun brand identificationhanya memiliki pengaruh positif secara signifikan terhadap customer satisfaction di Starbucks. Baik di Excelso maupun di Starbucks,customer satisfaction memiliki pengaruh positif secara signifikan terhadap brand loyalty. |
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Penerbitan : | [Place of publication not identified]: Management Research Center (MRC) Department of Management, Faculty of Economics, University of Indonesia and Philip Kotler Center, 2015 |
Sumber Pengatalogan : | LibUI eng rda |
ISSN : | 23562242 |
Majalah/Jurnal : | ASEAN Marketing Journal |
Volume : | Vol.7, No. 1, Juni 2015: 14-27 |
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Akses Elektronik : | http://journal.ui.ac.id/index.php/amj/article/view/4481 |
Institusi Pemilik : | Universitas Indonesia |
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