FACTORS THAT INFLUENCE CUSTOMER LOYALTY THROUGH BRAND TRUST IN BATAM FRANCHISED ICE CREAM SHOPS
DOI:
https://doi.org/10.46229/msdj.v6i2.834Keywords:
Kepuasan Pelanggan, Kualitas Layanan/Produk, Kepercayaan Merek, Loyalitas PelangganAbstract
Ice cream shop franchises in Indonesia, especially in Batam City, are experiencing rapid development, offering more choices to consumers. Therefore, business people must look for strategies to maintain customer loyalty levels. This research aimed to determine if customer satisfaction and service/product quality, evaluated through brand trust, impact customer loyalty to ice cream store based franchises in Batam City. This research uses quantitative research, using 230 consumer respondents who have visited ice cream shop franchises in Batam. The results shows a significant positive direct relationship between customer satisfaction, service/product quality, to customer loyalty. Furthermore, the research found that brand trust plays a crucial role in positively influencing the connection between customer satisfaction, service/product quality, and customer loyalty
References
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Arslan, I. K. (2020). the Importance of Creating Customer Loyalty in Achieving Sustainable Competitive Advantage. Eurasian Journal of Business and Management, 8(1), 11–20. https://doi.org/10.15604/ejbm.2020.08.01.002
Cuong, D. T. (2020a). Impact of Customer Satisfaction and Brand Image on Brand Loyalty. Jour of Adv Research in Dynamical & Control Systems, 12(October), 3151–3159. https://doi.org/10.5373/JARDCS/V12I6/S20201280
Cuong, D. T. (2020b). The role of brand trust as a mediator in the relationship between brand satisfaction and purchase intention. International Journal of Psychosocial Rehabilitation, 24(June), 2020. https://doi.org/10.37200/IJPR/V24I6/PR261416
Devi, A. A. D. T., & Yasa, N. N. K. (2021). Role of Customer Satisfaction in Mediating the Influence of Service Quality and Perceived Value on Brand Loyalty. International Research Journal of Management, IT and Social Sciences, 8(3), 315–328. https://doi.org/10.21744/irjmis.v8n3.1786
Faisal, A. (2019). The Influence of Product Quality and Price on Purchasing Decisions at Mitraindo South Tangerang Online Shop. Jurnal Administrare , 6(2)(4), 237–248.
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Hayati, S., Suroso, A., Suliyanto, & Elfan Kaukab, M. (2020). Customer satisfaction as a mediation between micro banking image, customer relationship and customer loyalty. Management Science Letters, 10(11), 2561–2570. https://doi.org/10.5267/j.msl.2020.3.039
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Leclercq-Machado, L., Alvarez-Risco, A., Esquerre-Botton, S., Almanza-Cruz, C., de las Mercedes Anderson-Seminario, M., Del-Aguila-Arcentales, S., & Yáñez, J. A. (2022). Effect of Corporate Social Responsibility on Consumer Satisfaction and Consumer Loyalty of Private Banking Companies in Peru. Sustainability (Switzerland), 14(15). https://doi.org/10.3390/su14159078
Luz Arelis, M. Q., Luis Alfredo, E. E., Enrique Alonso, M. S., Mirtha Susana Anaya, P., & Edwin Jorge Vega, P. (2023). Ice cream consumption preferences in Sullana, Peru. Current Research in Nutrition and Food Science, 11(1), 267–275. https://doi.org/10.12944/CRNFSJ.11.1.20
Nandya, T., & Permana, D. (2021). Analysis of the Effect of Electronic Customer Relationship Management (E-Crm) and Brand Trust on Customer Satisfaction and Loyalty in Pixy Cosmetic Products. Dinasti International Journal of Management Science, 2(3), 467–483. https://doi.org/10.31933/dijms.v2i3.708
Restuputri, D. P., Indriani, T. R., & Masudin, I. (2021). The effect of logistic service quality on customer satisfaction and loyalty using kansei engineering during the COVID-19 pandemic. Cogent Business and Management, 8(1). https://doi.org/10.1080/23311975.2021.1906492
Rizan, M., Mukhtar, S., Wulan, L. D., & Astuti, R. D. (2019). The impact of word of mouth and service quality toward customer loyalty: The mediating role of customer trust. Proceedings of the 33rd International Business Information Management Association Conference, IBIMA 2019: Education Excellence and Innovation Management through Vision 2020, 2014, 2881–2891.
Rohman, A. K. F., & Marlena, N. (2021). Pengaruh Keragaman Produk Dan Kualitas Layanan Terhadap Kepuasan Konsumen Di Baskin Robbins TP3 Tunjungan Plaza Surabaya. Jurnal Pendidikan Tata Niaga (JPTN), 9(2), 1251–1257.
Supriyanto, A., Wiyono, B. B., & Burhanuddin, B. (2021). Effects of service quality and customer satisfaction on loyalty of bank customers. Cogent Business and Management, 8(1). https://doi.org/10.1080/23311975.2021.1937847
Surahman, I. G. N., Yasa, P. N. S., & Wahyuni, N. M. (2020). The Effect of Service Quality on Customer Loyalty Mediated by Customer Satisfaction in Tourism Villages in Badung Regency. Jurnal Ekonomi & Bisnis JAGADITHA, 7(1), 46–52. https://doi.org/10.22225/jj.7.1.1626.46-52
Surjana, F., Purba, J. T., & Budiono, S. (2021). Evaluation of brand communication and service performance toward brand loyalty through brand trust as the mediation variables of Bank’s customers. Proceedings of the International Conference on Industrial Engineering and Operations Management, 1326–1336.
Wijaya, A. F. B., Surachman, S., & Mugiono, M. (2020). the Effect of Service Quality, Perceived Value and Mediating Effect of Brand Image on Brand Trust. Jurnal Manajemen Dan Kewirausahaan, 22(1), 45–56. https://doi.org/10.9744/jmk.22.1.45-56
Wijaya, Z. A., Idris, & Abror. (2020). The Influence of Service Quality, Satisfaction, and Trust Towards Customer Loyalty of Bank Nagari Air Haji Subsidiary Branch. 152, 764–773. https://doi.org/10.2991/aebmr.k.201126.084
Yohana F. C. P. Meilani, I. B. M. P. B., & Ian N. Suryawan, R. R. M. (2020). The Influence of Brand Awareness, Brand Image, and Brand Trust on Brand Loyalty. Jurnal Manajemen, 24(3), 412. https://doi.org/10.24912/jm.v24i3.676
Zhao, J. (2022). Marketing Strategy and the U.S. Market Based on the Performances of Existing Chinese Milk Tea Brands. Highlights in Business, Economics and Management, 2, 289–296. https://drpress.org/ojs/index.php/HBEM/article/view/2375
Adam, M., Ibrahim, M., Ikramuddin, & Syahputra, H. (2020). The role of digital marketing platforms on supply chain management for customer satisfaction and loyalty in small and medium enterprises (SMEs) at Indonesia. International Journal of Supply Chain Management, 9(3), 1210–1220.
Akdeniz, V., & Akalin, A. (2019). New Approach for Yogurt and Ice Cream Production: High-Intesity Ultrasound. Trends in Food Sciences and Technology, 86. https://www.researchgate.net/publication/331002818_New_Approach_for_Yoghurt_and_Ice_Cream_Production_High-Intensity_Ultrasound/citation/download
Alkhurshan, M., & Rjoub, H. (2020). The scope of an integrated analysis of trust, switching barriers, customer satisfaction, and loyalty. Journal of Competitiveness, 12(2), 5–21. https://doi.org/10.7441/joc.2020.02.01
Arslan, I. K. (2020). the Importance of Creating Customer Loyalty in Achieving Sustainable Competitive Advantage. Eurasian Journal of Business and Management, 8(1), 11–20. https://doi.org/10.15604/ejbm.2020.08.01.002
Cuong, D. T. (2020a). Impact of Customer Satisfaction and Brand Image on Brand Loyalty. Jour of Adv Research in Dynamical & Control Systems, 12(October), 3151–3159. https://doi.org/10.5373/JARDCS/V12I6/S20201280
Cuong, D. T. (2020b). The role of brand trust as a mediator in the relationship between brand satisfaction and purchase intention. International Journal of Psychosocial Rehabilitation, 24(June), 2020. https://doi.org/10.37200/IJPR/V24I6/PR261416
Devi, A. A. D. T., & Yasa, N. N. K. (2021). Role of Customer Satisfaction in Mediating the Influence of Service Quality and Perceived Value on Brand Loyalty. International Research Journal of Management, IT and Social Sciences, 8(3), 315–328. https://doi.org/10.21744/irjmis.v8n3.1786
Faisal, A. (2019). The Influence of Product Quality and Price on Purchasing Decisions at Mitraindo South Tangerang Online Shop. Jurnal Administrare , 6(2)(4), 237–248.
Fida, B. A., Ahmed, U., Al-Balushi, Y., & Singh, D. (2020). Impact of Service Quality on Customer Loyalty and Customer Satisfaction in Islamic Banks in the Sultanate of Oman. SAGE Open, 10(2). https://doi.org/10.1177/2158244020919517
Ghozali, I., & Latan, H. (2012). Partial Least Square. “Konsep Teknik dan Aplikasi". Universitas Diponegoro, Semarang.
Gustian, F., Soleh, A., & Nengsih, M. K. (2021). The Effect of Customer Value and Brand Trust on Customer Loyalty of Tabot Savings Bank Bengkulu Main Branch. Jurnal Ekonomi, Manajemen, Akuntansi Dan Keuangan, 2(3), 192–198.
Hamzah, M. L., Purwati, A. A., Jamal, A., Sutoyo, & Rizki, M. (2021). An analysis of customer satisfaction and loyalty of online transportation system in Pekanbaru, Indonesia. IOP Conference Series: Earth and Environmental Science, 704(1). https://doi.org/10.1088/1755-1315/704/1/012029
Haron, R., Abdul Subar, N., & Ibrahim, K. (2020). Service quality of Islamic banks: satisfaction, loyalty and the mediating role of trust. Islamic Economic Studies, 28(1), 3–23. https://doi.org/10.1108/ies-12-2019-0041
Hayati, S., Suroso, A., Suliyanto, & Elfan Kaukab, M. (2020). Customer satisfaction as a mediation between micro banking image, customer relationship and customer loyalty. Management Science Letters, 10(11), 2561–2570. https://doi.org/10.5267/j.msl.2020.3.039
Khokhar, Z., & Khokhar, R. (2020). Influential Factors on Customer Loyalty of La Moosh (Café), Hyderabad, Pakistan: An Empirical Approach. Journal of Economics, Management and Trade, March, 15–25. https://doi.org/10.9734/jemt/2020/v26i230224
Kuswati, R., Putro, W. T., Mukharomah, W., & Isa, M. (2021). The Effects of Brand Image on Consumer Loyalty: The Role of Consumer Satisfaction and Brand Trust as Intervening Variables. Urecol Journal. Part B: Economics and Business, 1(2), 58–71. https://doi.org/10.53017/ujeb.91
Leclercq-Machado, L., Alvarez-Risco, A., Esquerre-Botton, S., Almanza-Cruz, C., de las Mercedes Anderson-Seminario, M., Del-Aguila-Arcentales, S., & Yáñez, J. A. (2022). Effect of Corporate Social Responsibility on Consumer Satisfaction and Consumer Loyalty of Private Banking Companies in Peru. Sustainability (Switzerland), 14(15). https://doi.org/10.3390/su14159078
Luz Arelis, M. Q., Luis Alfredo, E. E., Enrique Alonso, M. S., Mirtha Susana Anaya, P., & Edwin Jorge Vega, P. (2023). Ice cream consumption preferences in Sullana, Peru. Current Research in Nutrition and Food Science, 11(1), 267–275. https://doi.org/10.12944/CRNFSJ.11.1.20
Nandya, T., & Permana, D. (2021). Analysis of the Effect of Electronic Customer Relationship Management (E-Crm) and Brand Trust on Customer Satisfaction and Loyalty in Pixy Cosmetic Products. Dinasti International Journal of Management Science, 2(3), 467–483. https://doi.org/10.31933/dijms.v2i3.708
Restuputri, D. P., Indriani, T. R., & Masudin, I. (2021). The effect of logistic service quality on customer satisfaction and loyalty using kansei engineering during the COVID-19 pandemic. Cogent Business and Management, 8(1). https://doi.org/10.1080/23311975.2021.1906492
Rizan, M., Mukhtar, S., Wulan, L. D., & Astuti, R. D. (2019). The impact of word of mouth and service quality toward customer loyalty: The mediating role of customer trust. Proceedings of the 33rd International Business Information Management Association Conference, IBIMA 2019: Education Excellence and Innovation Management through Vision 2020, 2014, 2881–2891.
Rohman, A. K. F., & Marlena, N. (2021). Pengaruh Keragaman Produk Dan Kualitas Layanan Terhadap Kepuasan Konsumen Di Baskin Robbins TP3 Tunjungan Plaza Surabaya. Jurnal Pendidikan Tata Niaga (JPTN), 9(2), 1251–1257.
Supriyanto, A., Wiyono, B. B., & Burhanuddin, B. (2021). Effects of service quality and customer satisfaction on loyalty of bank customers. Cogent Business and Management, 8(1). https://doi.org/10.1080/23311975.2021.1937847
Surahman, I. G. N., Yasa, P. N. S., & Wahyuni, N. M. (2020). The Effect of Service Quality on Customer Loyalty Mediated by Customer Satisfaction in Tourism Villages in Badung Regency. Jurnal Ekonomi & Bisnis JAGADITHA, 7(1), 46–52. https://doi.org/10.22225/jj.7.1.1626.46-52
Surjana, F., Purba, J. T., & Budiono, S. (2021). Evaluation of brand communication and service performance toward brand loyalty through brand trust as the mediation variables of Bank’s customers. Proceedings of the International Conference on Industrial Engineering and Operations Management, 1326–1336.
Wijaya, A. F. B., Surachman, S., & Mugiono, M. (2020). the Effect of Service Quality, Perceived Value and Mediating Effect of Brand Image on Brand Trust. Jurnal Manajemen Dan Kewirausahaan, 22(1), 45–56. https://doi.org/10.9744/jmk.22.1.45-56
Wijaya, Z. A., Idris, & Abror. (2020). The Influence of Service Quality, Satisfaction, and Trust Towards Customer Loyalty of Bank Nagari Air Haji Subsidiary Branch. 152, 764–773. https://doi.org/10.2991/aebmr.k.201126.084
Yohana F. C. P. Meilani, I. B. M. P. B., & Ian N. Suryawan, R. R. M. (2020). The Influence of Brand Awareness, Brand Image, and Brand Trust on Brand Loyalty. Jurnal Manajemen, 24(3), 412. https://doi.org/10.24912/jm.v24i3.676
Zhao, J. (2022). Marketing Strategy and the U.S. Market Based on the Performances of Existing Chinese Milk Tea Brands. Highlights in Business, Economics and Management, 2, 289–296. https://drpress.org/ojs/index.php/HBEM/article/view/2375
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Published
2024-11-28
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Wijaya, C., & Zai, I. (2024). FACTORS THAT INFLUENCE CUSTOMER LOYALTY THROUGH BRAND TRUST IN BATAM FRANCHISED ICE CREAM SHOPS. Management and Sustainable Development Journal, 6(2), 68–80. https://doi.org/10.46229/msdj.v6i2.834
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