The Effect of Brand Awareness and Service Quality on Customer Satisfaction and Its Implications for Container Terminal Customer Loyalty
DOI:
https://doi.org/10.38035/ijam.v2i2.336Keywords:
Brand Awareness, Service Quality, Customer Satisfaction.Abstract
The purpose of this study was to determine the effect of brand awareness and service quality on customer satisfaction and the implications for customer loyalty in container terminals. Object research in Port of Tanjung Priok, PT. Jakarta International Container Terminal (JICT). This study uses quantitative research, with a sample size of 150 respondents from 500 population. Data collection techniques using questionnaires and data analysis using path analysis. The results of this study indicate: There is a significant positive (unidirectional) effect of Brand Awareness on Customer Satisfaction when T-Statistics value (3.171) > T table value (1.976) and P-value (0.002) <0.05, next there is a significant positive (unidirectional) effect of Brand Awareness on Consumer Loyalty when T-Statistics value (6.185) > T table value (1.976) and P-value (0.000) <0.05, then our research finding significant positive (unidirectional) effect of Service Quality on Customer Satisfaction when T-Statistics value (4.512) > T table value (1.976) and P-value (0.000) <0.05. There is a significant positive (unidirectional) effect of Service Quality on Consumer Loyalty when T-Statistics value (5.494) > T table value (1.976) and P-value (0.000) <0.05. For the last there is a significant positive (unidirectional) effect of Consumer Loyalty on Customer Satisfaction when T-Statistics value (4.895) > T table value (1.976) and P-value (0.000) <0.05. Based on the results of this study, it was found that brand awareness is very influential. Hence, container terminal management in the future can continue to improve branding-based business models that create the ability for them to win the competition.
References
A. Parasuraman et al. 1985. "A conceptual model of service quality and its implications for future researh" Journal of marketing. Vol. 49.
A. Parasuraman, Valarie A. Zeithaml, and Leonard L. Berry. 1988. “SERVQUAL: A Multiple- Item Scale for Measuring Consumer Perceptions of Service Quality”. Journal of Retailing. Vol 64 (1) pp 12-37
Amanah, Dita. 2011. Pengaruh Promosi Dan Brand Image (Citra Produk) Terhadap Loyalitas Pembelian Produk Pepsodent Di Ramayana Plaza Jalan Aksara Medan. Jurnal Keuangan Dan Bisnis. Vol 3. No 3. Hal 221-233.
Arikunto, S. 2010. Prosedur Penelitian Suatu Pendekatan Praktik. Jakarta: Rineka Cipta. Cornelia S. Ellys. Dkk. 2008. Analisa Pengaruh Kualitas Layanan Terhadap Loyalitas
Pelanggan Di Laundry 5 Asec Surabaya. Jurnal Manajemen Perhotelan, Vol. 4, No. 2 Hal: 45-57.
Culiberg, Barbara. And Ica Rojsek. 2010. Identifying Service Quality Dimensions as Antecedent to Customer Satisfaction in Retail Banking. Economic and Business Review Vol.12 No.3.pp 151-166
Fandy Tjiptono. 2000. Manajemen Jasa. Yogyakarta : Andy.
Fandy Tjiptono. 2012. Strategi Pemasaran, ed. 3, Yogyakarta, Andi.
Fandy, Tjiptono. 2011. Service Management Mewujudkan Layanan Prima. Edisi. 2. Yogyakarta: Andi.
Fandy, Tjiptono. 2016. Service, Quality & satisfaction. Yogyakarta. Andi.
Ghozali, Imam dan Ratmono, Dwi. 2017. Analisis Multivariat dan Ekonometrika dengan Eviews 10. Badan Penerbit Universitas Diponegoro
Griffin, EM. 2012. A’First Look at Communication Theory: Eight Edition. McGraw Hill. New York
Griffin, Ricky W. dan Ronald J. Ebert. 2007. BISNIS, edisi Kedelapan. Jakarta : Erlangga. Griffin, W, Ricky dan Ronald J Ebert. 2002. Management, Erlangga, Jakarta.
Hisam et al. 2016. The Impact of Service Quality on Customer Satisfaction: A Study on Selected Retail Stores in India. International Review of Management and Marketing.
Japarianto, Edwin. 2010. Sikap Relatif Dan Komitmen Jangka Panjang Konsumen Dalam Model Loyalitas (Studi Kasus Pada Pt. Garuda Citilink). Jurnal Manajemen Pemasaran. Vol 5. No 1. Hal 14-21
Juliana, S. 2019. Pengaruh penempatan produk dan kesadaran merek terhadap niat beli. Jurnal manajemen dan Pemasaran Jasa, (Online), 12. (Http://dx.doi.org/10.25105/jmpj.v12i1.3702), diakses 26 April 2020.
Karamchandani et al. 2021. Linkages Between Advertising Value Perception, Context Awareness Value, Brand Attitude and Purchase Intention of Hygiene Products During COVID-19: A Two Wave Study. Postgraduate Department of Business Management, Sardar Patel University, Anand, Gujarat 388120, India.
Keller, Kevin Lane. 2013. Strategic Brand Management Building Measuring and Managing Brand Equity 4th Edition, (USA, Pearson Education,2013), h. 72-73.
Kheng, Lo Liang.,Mahamad, Osman., Ramayah. T. 2010. The ImapcatOf Service Quality On Custemer Loyalty: A Study Of Banks In Penang, Malasysia.
Kotler, Philip, 1996, “ Manajemen Pemasaran : Maketing Management. 9e” , Jakarta, PT. Prenhallindo.
LeBoeuf, M. 2010. Memenangkan dan Memelihara Pelanggan Seumur Hidup. Jakarta: PT. Tangga Pustaka.
Liliana Dewi. 2018. CUSTOMER LOYALTY, THROUGH CUSTOMER SATISFACTION IN
CUSTOMERS PT. XYZ. Journal of Applied Management (JAM) Volume 18 Number 1, March 2020 Indexed in Google Scholar
Lupiyoadi , Rambat. 2001. Manajemen Pemasaran Jasa. Jakarta : PT. Salemba Empat. Lupiyoadi, Rambat. 2013. Manajemen Pemasaran Jasa Berbasis Kompetensi. (Edisi 3). Jakarta: Salemba Empat
Lupiyoadi, Rambat. 2014. Manajemen Pemasaran Jasa Berbasis Kompetensi. Edisi ke-3. Jakarta: Salemba Empat
Merlin,Cecilia. 2014.Exploring The Impact Of Brand Equity, Corporate Reputation, And Product Quality On Customer Loyalty Toward A Nationalnewspaper In Surabaya. Jurnal Ibuss Management, Vol. 2, No. 2, 2014, Pp 40-49
Naini et al. 2022. The Effect of Product Quality, Service Quality, Customer Satisfaction on Customer Loyalty. Journal of Consumer Sciences (2022), 7(1), 34-50 DOI: https://doi.org/10.29244/jcs.7.1.34-50
Nofriyanti, A. R. 2017. Pengaruh Brand Trust, Brand Image, Perceived Quality, Brand Loyalty Terhadap Brand Equity Pengguna Telkomsel. Kotler dan Keller (2008)
Oliver, Sandra. 2007. “ Strategi Public Relations”. Penerbit Erlangga. Jakarta.
Otler, Philip, 2000, Marketing Management. Edisi Milenium, Prentice Hall Intl, Inc. New Jersey.
Rahhal, W. 2015. The Effects of Service Quality Dimensions on Customer Satisfaction?: An Empirical Investigation in Syrian Mobile Telecommunication Services, 4(5), 81–89.
Riduwan dan Engkos Achmad Kuncoro. 2011. Cara Menggunakan dan. Mamaknai Path Analysis (Analisis Jalur). Bandung: Alfabeta.
riyantono, Rahmat. 2006. Teknik Praktis Riset Komunikasi. Jakarta : PT. Kencana Perdana. Rolph E. Anderson and Srinivasan Swaminathan. 2011. Customer Satisfaction and Loyalty in
E?Markets: A PLS Path Modeling Approach. Journal of Marketing Theory and Practice, vol. 19, no. 2 (spring 2011), pp. 221–234.
Siddiqi, K.O. 2011. Between Service Quality Attributes, Customer Satisfaction and Customer Loyalty in the Retail Banking Sector in Bangladesh, International Journal of Business and Management, 6 (3) : 12 -36
Sugiyono. 2010. Metode Penelitian Pendidikan Pendekatan Kuantitatif, kualitatif, dan R&D. Bandung: Alfabeta.
Sugiyono. 2013. Metode Penelitian Pendidikan Pendekatan Kuantitatif,. Kualitatif, dan R&D. Bandung: Alfabeta.
Sumarto. 2009. Meningkatkan Komitmen dan Kepuasan untuk Menyurutkan Niat Keluar.
Jurnal Manajemen dan Kewirausahaan, Vol. 11 No. 2, September 2009, 116-125 Sumarwan, Ujang. 2003. Perilaku Konsumen. Jakarta: Ghalia Indonesia
Sunarto, 2006. Pengantar Manajemen Pemasaran, Cetakan 1. Yogyakarta : Ust. Press.
Suryani & Hendryadi. 2015. Metode Riset Kuantitatif Teori dan Aplikasi pada. Penelitian Bidang Manajemen dan Ekonomi Islam. Jakarta: Prenada. Media Group .
Tjiptono & Chandra, G. 2011. Service, Quality, & Satisfaction. Edisi Ketiga. Yogyakarta: ANDI
Tjiptono 2005 Fandy Tjiptono, 1997, Strategi Pemasaran, Edisi 1, Penerbit Andi, Yogyakarta Tjiptono, Fandy dan Gregorius Chandra. 2012. Pemasaran Strategik. Yogyakarta: Andi.
Tjiptono, Fandy. 2014. Pemasaran Jasa – Prinsip, Penerapan, dan Penelitian, Andi. Offset, Yogyakarta.
Turgay Bucak. 2014. The Effect of Service on Customer Satisfaction: A Research on Hotel Businesses Turkey, Internasional Journal of Education and Research, Vol.2, No.1.
Umesh Ramchandra Raut, et.al. 2019. Analysis of Brand Resonance Measures to Access, Dimensionality, Reliability and Validity. Global Business Review 21(1) 162–175, 2020
© 2019 IMI Reprints and permissions: in.sagepub.com/journals-permissions-india DOI: 10.1177/0972150919846964 journals.sagepub.com/home/gbr
Wang, J, 2006, Analytical Electrochemistry, Wiley-VCH Publisher Inc, New. York. Wicaksono, Purnomo. 2013. Hubungan Pengembangan Karir Dan Pemberian Insentif
Terhadap Loyalitas Kinerja Guru.Jurnal Pendidikan Ekonomi Ikip Veteran Semarang.Vol 1. No 1. Hal 48-58
Winadi, J. S. 2017. Hubungan word of mouth dengan brand awareness teh kotak. Jurnal EKomunikasi, (Onlie), 5 (1). (Https://media.neliti.com/media/publications/185778-idhubungan-word-of-mouth-dengan-brand-awar.pdf), diakses 10 September 2020.
Yarimoglu, E. K. 2014. A Review on Dimensions of Service Quality Models. Journal of Marketing Management. June 2014, Vol. 2, No. 2, pp. 79
Zulian Yamit. 2001. Manajemen Kualitas Produk dan Jasa. Ekognisia, Yogyakarta.
A. Parasuraman, Valarie A. Zeithaml, and Leonard L. Berry. 1988. “SERVQUAL: A Multiple- Item Scale for Measuring Consumer Perceptions of Service Quality”. Journal of Retailing. Vol 64 (1) pp 12-37
Amanah, Dita. 2011. Pengaruh Promosi Dan Brand Image (Citra Produk) Terhadap Loyalitas Pembelian Produk Pepsodent Di Ramayana Plaza Jalan Aksara Medan. Jurnal Keuangan Dan Bisnis. Vol 3. No 3. Hal 221-233.
Arikunto, S. 2010. Prosedur Penelitian Suatu Pendekatan Praktik. Jakarta: Rineka Cipta. Cornelia S. Ellys. Dkk. 2008. Analisa Pengaruh Kualitas Layanan Terhadap Loyalitas
Pelanggan Di Laundry 5 Asec Surabaya. Jurnal Manajemen Perhotelan, Vol. 4, No. 2 Hal: 45-57.
Culiberg, Barbara. And Ica Rojsek. 2010. Identifying Service Quality Dimensions as Antecedent to Customer Satisfaction in Retail Banking. Economic and Business Review Vol.12 No.3.pp 151-166
Fandy Tjiptono. 2000. Manajemen Jasa. Yogyakarta : Andy.
Fandy Tjiptono. 2012. Strategi Pemasaran, ed. 3, Yogyakarta, Andi.
Fandy, Tjiptono. 2011. Service Management Mewujudkan Layanan Prima. Edisi. 2. Yogyakarta: Andi.
Fandy, Tjiptono. 2016. Service, Quality & satisfaction. Yogyakarta. Andi.
Ghozali, Imam dan Ratmono, Dwi. 2017. Analisis Multivariat dan Ekonometrika dengan Eviews 10. Badan Penerbit Universitas Diponegoro
Griffin, EM. 2012. A’First Look at Communication Theory: Eight Edition. McGraw Hill. New York
Griffin, Ricky W. dan Ronald J. Ebert. 2007. BISNIS, edisi Kedelapan. Jakarta : Erlangga. Griffin, W, Ricky dan Ronald J Ebert. 2002. Management, Erlangga, Jakarta.
Hisam et al. 2016. The Impact of Service Quality on Customer Satisfaction: A Study on Selected Retail Stores in India. International Review of Management and Marketing.
Japarianto, Edwin. 2010. Sikap Relatif Dan Komitmen Jangka Panjang Konsumen Dalam Model Loyalitas (Studi Kasus Pada Pt. Garuda Citilink). Jurnal Manajemen Pemasaran. Vol 5. No 1. Hal 14-21
Juliana, S. 2019. Pengaruh penempatan produk dan kesadaran merek terhadap niat beli. Jurnal manajemen dan Pemasaran Jasa, (Online), 12. (Http://dx.doi.org/10.25105/jmpj.v12i1.3702), diakses 26 April 2020.
Karamchandani et al. 2021. Linkages Between Advertising Value Perception, Context Awareness Value, Brand Attitude and Purchase Intention of Hygiene Products During COVID-19: A Two Wave Study. Postgraduate Department of Business Management, Sardar Patel University, Anand, Gujarat 388120, India.
Keller, Kevin Lane. 2013. Strategic Brand Management Building Measuring and Managing Brand Equity 4th Edition, (USA, Pearson Education,2013), h. 72-73.
Kheng, Lo Liang.,Mahamad, Osman., Ramayah. T. 2010. The ImapcatOf Service Quality On Custemer Loyalty: A Study Of Banks In Penang, Malasysia.
Kotler, Philip, 1996, “ Manajemen Pemasaran : Maketing Management. 9e” , Jakarta, PT. Prenhallindo.
LeBoeuf, M. 2010. Memenangkan dan Memelihara Pelanggan Seumur Hidup. Jakarta: PT. Tangga Pustaka.
Liliana Dewi. 2018. CUSTOMER LOYALTY, THROUGH CUSTOMER SATISFACTION IN
CUSTOMERS PT. XYZ. Journal of Applied Management (JAM) Volume 18 Number 1, March 2020 Indexed in Google Scholar
Lupiyoadi , Rambat. 2001. Manajemen Pemasaran Jasa. Jakarta : PT. Salemba Empat. Lupiyoadi, Rambat. 2013. Manajemen Pemasaran Jasa Berbasis Kompetensi. (Edisi 3). Jakarta: Salemba Empat
Lupiyoadi, Rambat. 2014. Manajemen Pemasaran Jasa Berbasis Kompetensi. Edisi ke-3. Jakarta: Salemba Empat
Merlin,Cecilia. 2014.Exploring The Impact Of Brand Equity, Corporate Reputation, And Product Quality On Customer Loyalty Toward A Nationalnewspaper In Surabaya. Jurnal Ibuss Management, Vol. 2, No. 2, 2014, Pp 40-49
Naini et al. 2022. The Effect of Product Quality, Service Quality, Customer Satisfaction on Customer Loyalty. Journal of Consumer Sciences (2022), 7(1), 34-50 DOI: https://doi.org/10.29244/jcs.7.1.34-50
Nofriyanti, A. R. 2017. Pengaruh Brand Trust, Brand Image, Perceived Quality, Brand Loyalty Terhadap Brand Equity Pengguna Telkomsel. Kotler dan Keller (2008)
Oliver, Sandra. 2007. “ Strategi Public Relations”. Penerbit Erlangga. Jakarta.
Otler, Philip, 2000, Marketing Management. Edisi Milenium, Prentice Hall Intl, Inc. New Jersey.
Rahhal, W. 2015. The Effects of Service Quality Dimensions on Customer Satisfaction?: An Empirical Investigation in Syrian Mobile Telecommunication Services, 4(5), 81–89.
Riduwan dan Engkos Achmad Kuncoro. 2011. Cara Menggunakan dan. Mamaknai Path Analysis (Analisis Jalur). Bandung: Alfabeta.
riyantono, Rahmat. 2006. Teknik Praktis Riset Komunikasi. Jakarta : PT. Kencana Perdana. Rolph E. Anderson and Srinivasan Swaminathan. 2011. Customer Satisfaction and Loyalty in
E?Markets: A PLS Path Modeling Approach. Journal of Marketing Theory and Practice, vol. 19, no. 2 (spring 2011), pp. 221–234.
Siddiqi, K.O. 2011. Between Service Quality Attributes, Customer Satisfaction and Customer Loyalty in the Retail Banking Sector in Bangladesh, International Journal of Business and Management, 6 (3) : 12 -36
Sugiyono. 2010. Metode Penelitian Pendidikan Pendekatan Kuantitatif, kualitatif, dan R&D. Bandung: Alfabeta.
Sugiyono. 2013. Metode Penelitian Pendidikan Pendekatan Kuantitatif,. Kualitatif, dan R&D. Bandung: Alfabeta.
Sumarto. 2009. Meningkatkan Komitmen dan Kepuasan untuk Menyurutkan Niat Keluar.
Jurnal Manajemen dan Kewirausahaan, Vol. 11 No. 2, September 2009, 116-125 Sumarwan, Ujang. 2003. Perilaku Konsumen. Jakarta: Ghalia Indonesia
Sunarto, 2006. Pengantar Manajemen Pemasaran, Cetakan 1. Yogyakarta : Ust. Press.
Suryani & Hendryadi. 2015. Metode Riset Kuantitatif Teori dan Aplikasi pada. Penelitian Bidang Manajemen dan Ekonomi Islam. Jakarta: Prenada. Media Group .
Tjiptono & Chandra, G. 2011. Service, Quality, & Satisfaction. Edisi Ketiga. Yogyakarta: ANDI
Tjiptono 2005 Fandy Tjiptono, 1997, Strategi Pemasaran, Edisi 1, Penerbit Andi, Yogyakarta Tjiptono, Fandy dan Gregorius Chandra. 2012. Pemasaran Strategik. Yogyakarta: Andi.
Tjiptono, Fandy. 2014. Pemasaran Jasa – Prinsip, Penerapan, dan Penelitian, Andi. Offset, Yogyakarta.
Turgay Bucak. 2014. The Effect of Service on Customer Satisfaction: A Research on Hotel Businesses Turkey, Internasional Journal of Education and Research, Vol.2, No.1.
Umesh Ramchandra Raut, et.al. 2019. Analysis of Brand Resonance Measures to Access, Dimensionality, Reliability and Validity. Global Business Review 21(1) 162–175, 2020
© 2019 IMI Reprints and permissions: in.sagepub.com/journals-permissions-india DOI: 10.1177/0972150919846964 journals.sagepub.com/home/gbr
Wang, J, 2006, Analytical Electrochemistry, Wiley-VCH Publisher Inc, New. York. Wicaksono, Purnomo. 2013. Hubungan Pengembangan Karir Dan Pemberian Insentif
Terhadap Loyalitas Kinerja Guru.Jurnal Pendidikan Ekonomi Ikip Veteran Semarang.Vol 1. No 1. Hal 48-58
Winadi, J. S. 2017. Hubungan word of mouth dengan brand awareness teh kotak. Jurnal EKomunikasi, (Onlie), 5 (1). (Https://media.neliti.com/media/publications/185778-idhubungan-word-of-mouth-dengan-brand-awar.pdf), diakses 10 September 2020.
Yarimoglu, E. K. 2014. A Review on Dimensions of Service Quality Models. Journal of Marketing Management. June 2014, Vol. 2, No. 2, pp. 79
Zulian Yamit. 2001. Manajemen Kualitas Produk dan Jasa. Ekognisia, Yogyakarta.
Downloads
Published
2023-09-13
How to Cite
Utomo, S. ., & Saragih, A. . (2023). The Effect of Brand Awareness and Service Quality on Customer Satisfaction and Its Implications for Container Terminal Customer Loyalty. International Journal of Advanced Multidisciplinary, 2(2), 551–561. https://doi.org/10.38035/ijam.v2i2.336
Issue
Section
Articles
License
Authors who publish their manuscripts in this journal agree to the following conditions:
- The copyright on each article belongs to the author(s).
- The author acknowledges that the International Journal of Advanced Multidisciplinary (IJAM) has the right to be the first to publish with a Creative Commons Attribution 4.0 International license (Attribution 4.0 International (CC BY 4.0).
- Authors can submit articles separately, arrange for the non-exclusive distribution of manuscripts that have been published in this journal into other versions (e.g., sent to the author's institutional repository, publication into books, etc.), by acknowledging that the manuscript has been published for the first time in the International Journal of Advanced Multidisciplinary (IJAM).
