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The Role of Customer Satisfaction in Increasing Customer Loyalty

Management Analysis Journal · Vol. 9 No. 1 (2020) · hlm. 17–25

DOI
10.15294/maj.v9i1.34427
ISSN
2502-1451, 2252-6552
Terbit
2020-03-24
Penerbit
Universitas Negeri Semarang
Bahasa
eng

Abstrak

The purpose of this study is to determine the direct and indirect influence of brand personality, brand reputation and price fairness toward customer loyalty through customer satisfaction as an intervening variable. Customer satisfaction influence customers to make an loyal. The population in this research is customers Kukubima Energi. The total sample in this research is 115 respondents with purposive sampling technique through a likert scale. Methods of collecting data using questionnaires and documentation. Data analysis using classic assumption test and hypothesis test (t test and path analysis) with SPSS Statistics version 21 programs. Based on the hypothesis test, the results show that brand personality has a positive and significant effect on customer loyalty, price fairness has a positive and significant effect on customer loyalty, brand reputation does not has a positive and significant effect on customer loyalty, and customer satisfaction has a positive and significant effect customer satisfaction. Mediation test shows that positive emotion mediates the effect of brand personality, and price fairness on customer satisfaction.

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20 penulis · 22 tautan kepenulisan bersama · 2 lintas organisasi

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  • State University of Semarang
  • Yogyakarta State University
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Rekan penulisOrganisasiArtikel bersama
Reny Eka SariState University of Semarang2
Cholis MahardhikaYogyakarta State University1
Aida Roihana ZuhroYogyakarta State University1
Rusdarti RusdartiState University of Semarang1
Indah MerakatiState University of Semarang1
Joko WidodoState University of Semarang1
Ika Maratus SholekhahState University of Semarang1
Nanda Bella Fidanty ShahnazState University of Semarang1
Ika Wahyu WijayantiState University of Semarang1
Anang HartonoState University of Semarang1
Cintya DamayantiAfiliasi tidak diketahui1
Tutut Paradhiba SujadiAfiliasi tidak diketahui1
Nova Mei MarliyaState University of Semarang1
Iin Nur AisahState University of Semarang1
Kiki AndaniState University of Semarang1
Ina RizqiyanaState University of Semarang1
Ulfa NurjanahState University of Semarang1
Maulida Afiya RahmaniaState University of Semarang1

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Sumber metadata: OAI-PMH (metadata jurnal) https://journal.unnes.ac.id/sju/index.php/maj/oai, pertama di-harvest 6 Nov 2026, terakhir terlihat 6 Nov 2026.
Metadata asli (oai_dc) 
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	<dc:title xml:lang="en-US">The Role of Customer Satisfaction in Increasing Customer Loyalty</dc:title>
	<dc:creator>Siswi, Ati Arifiah</dc:creator>
	<dc:creator>Wahyono, Wahyono</dc:creator>
	<dc:description xml:lang="en-US">The purpose of this study is to determine the direct and indirect influence of brand personality, brand reputation and price fairness toward customer loyalty through customer satisfaction as an intervening variable. Customer satisfaction influence customers to make an loyal. The population in this research is customers Kukubima Energi. The total sample in this research is 115 respondents with purposive sampling technique through a likert scale. Methods of collecting data using questionnaires and documentation. Data analysis using classic assumption test and hypothesis test (t test and path analysis) with SPSS Statistics version 21 programs. Based on the hypothesis test, the results show that brand personality has a positive and significant effect on customer loyalty, price fairness has a positive and significant effect on customer loyalty, brand reputation does not has a positive and significant effect on customer loyalty, and customer satisfaction has a positive and significant effect customer satisfaction. Mediation test shows that positive emotion mediates the effect of brand personality, and price fairness on customer satisfaction.</dc:description>
	<dc:publisher xml:lang="en-US">Universitas Negeri Semarang</dc:publisher>
	<dc:date>2020-03-24</dc:date>
	<dc:type>info:eu-repo/semantics/article</dc:type>
	<dc:type>info:eu-repo/semantics/publishedVersion</dc:type>
	<dc:type xml:lang="en-US">Peer-reviewed Article</dc:type>
	<dc:format>application/pdf</dc:format>
	<dc:identifier>https://journal.unnes.ac.id/sju/maj/article/view/34427</dc:identifier>
	<dc:identifier>10.15294/maj.v9i1.34427</dc:identifier>
	<dc:source xml:lang="en-US">Management Analysis Journal; Vol 9 No 1 (2020): Management Analysis Journal; 17-25</dc:source>
	<dc:source>2502-1451</dc:source>
	<dc:source>2252-6552</dc:source>
	<dc:source>10.15294/maj.v9i1</dc:source>
	<dc:language>eng</dc:language>
	<dc:relation>https://journal.unnes.ac.id/sju/maj/article/view/34427/16102</dc:relation>
	<dc:rights xml:lang="en-US">Copyright (c) 2020 Management Analysis Journal</dc:rights>
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