Pengaruh Brand Image dan Perceived Quality Terhadap Kepuasan dan Loyalitas Pelanggan Mobil Toyota di Surabaya

Fanny Fibriyanti Salim

Abstract


The purpose of this research study is to know about influence of brandimage and  perceived quality to consumen’s satisfaction and loyalty Toyota’s car in Surabaya.The type of this research is causal research.This research samples takes among peoples as owner  or user Toyota’s car. The sampling technique are using convenience sampling.The analysis technique is using structural equation model (SEM). The result of this research shows thatbrandimage has a significant effect customer satisfaction, perceived quality has a significant effect on customer satisfaction, and customer satisfaction has a significant effect on customer loyalty.


Keywords


brand image; consumen’s loyalty; consumen’s satisfaction; perceived quality.

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