Menciptakan Loyalitas Pelanggan melalui Kepuasan e-Commerce Shopee
Abstract
Penelitian ini bertujuan untuk mengetahui pengaruh brand awareness dan brand image terhadap loyalitas pelanggan melalui kepuasan pelanggan sebagai variabel mediasi dengan subjek penelitian pada e-commerce shopee, dimana kode-kodenya adalah: brand awareness (X1), brand image (X2), customer loyalitas (Y), dan kepuasan pelanggan (Z). Penelitian ini merupakan penelitian kuantitatif dimana peneliti memilih sampel dengan pertimbangan tertentu dengan karakteristik yang telah ditentukan berdasarkan tujuan penelitian. Jumlah sampel dalam penelitian ini adalah 70 responden. Teknik analisis yang digunakan adalah analisis jalur. Hasil penelitian ini menunjukkan bahwa kesadaran merek berpengaruh negatif dan tidak signifikan terhadap kepuasan pelanggan. Sedangkan citra merek berpengaruh signifikan terhadap kepuasan pelanggan. Hasil penelitian juga menunjukkan bahwa kesadaran merek dan citra merek berpengaruh signifikan terhadap loyalitas pelanggan. Hasil uji analisis jalur menunjukkan bahwa kepuasan pelanggan bukan merupakan variabel mediasi antara kesadaran merek dan citra merek terhadap loyalitas pelanggan.
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