PENGARUH BRAND IMAGE TERHADAP LOYALITAS PELANGGAN BUMI FLORA INDONESIA MELALUI VARIABEL PERCEIVED QUALITY SEBAGAI MEDIASI

Nelva Kirana Nurafindraningrum(1*),


(1) 
(*) Corresponding Author

Abstract


Bumi Flora Indonesia is perceived as an ornamental plant shop that has advantages so that it has loyal customers even though the competition in this industry is getting tougher. Therefore, researchers study what Bumi Flora Indonesia can do to increase and retain loyal customers through perceived quality and brand image.

This study examines customer loyalty to brand image and perceived quality and how these factors influence the decision to repurchase Bumi Flora Indonesia products.


Keywords


brand image, customer loyalty, perceived quality

Full Text:

PDF

References


Aaker, D. A. (1996). Measuring Brand Equity Across Products and Markets. California Management Review, 38.

Alexandris, K., Dimitriadis, N., & Markata, D. (2002). Can perceptions of service quality predict behavioral intentions? An exploratory study in the hotel sector in Greece. Managing Service Quality: An International Journal, 12(4), 224–231. https://doi.org/10.1108/09604520210434839

Baum, D. (1999). E-commerce. PT. Gramedia Pustaka Utama.

Bloemer, J., & de Ruyter, K. (1998). On the relationship between store image, store satisfaction and store loyalty. European Journal of Marketing, 32(5/6), 499–513. https://doi.org/10.1108/03090569810216118

Cahyono, D., Andini, R., & Raharjo, K. (2016). Pengaruh Komite Audit, Kepemili-kan Institusional, Dewan Komisaris, Ukuran Perusahaan (Size), Leverage (DER) Dan Profitabilitas (ROA) Terhadap Tindakan Penghindaran Pajak (Tax Avoidance) Pada Perusahaan Perbankan Yang Listing BEI Periode Tahun 2011. Journal of Accounting, 2(2).

Clottey, T., Collier, D. A., & Stodnick, M. (2008). Drivers of Customer Loyalty in A Retail Store Environment. Journal of the Service Science, 1(1), 35–48.

Cronin, J. J., Brady, M. K., & Hult, G. T. M. (2000). Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments. Journal of Retailing, 76(2), 193–218. https://doi.org/10.1016/S0022-4359(00)00028-2

Engel, B. M. (2001). Consumer Behavior (9th ed.).

Griffin, J. (2003). Customеr Loyаlty : Mеnumbuhkаn dаn Mеmpеrtаhаnkаn Kеsеtiааn Pеlаnggаn. Erlangga.

Hellier, P. K., Geursen, G. M., Carr, R. A., & Rickard, J. A. (2003). Customer repurchase intention. European Journal of Marketing, 37(11/12), 1762–1800. https://doi.org/10.1108/03090560310495456

Hurriyati, R. (2008). Bauran Pemasaran dan Loyalitas Konsumen. Alfabeta.

Japarianto, E., Laksmono, P., & Khomariyah, N. A. (2007). Analisa Kualitas Layanan Sebagai Pengukur Loyalitas Pelanggan Hotel Majapahit Surabaya Dengan Pemasaran Relasional Sebagai Variabel Intervening. Jurnal Manajemen Perhotelan, 3(1), 34–42.

Kotler, P. (2018). Manajemen Pemasaran. PT. Erlangga.

Kotler, P., & Keller, K. L. (2009). Manajemen Pemasaran (B. Molan, Ed.; 4th ed., Vols. 1–2). PT. Indeks.

Kuo, Y.-F., Wu, C.-M., & Deng, W.-J. (2009). The relationships among service quality, perceived value, customer satisfaction, and post-purchase intention in mobile value-added


Refbacks

  • There are currently no refbacks.