The influence of implementation service quality, green marketing strategy and brand image to customer satisfaction and effects to customer loyalty (case study on body shop Pondok Indah Mall Jakarta)
| Main Author: | Adittya Prasetya Irawan |
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| Format: | Bachelors |
| Terbitan: |
Fakultas Ekonomi dan Bisnis
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| Subjects: |
Daftar Isi:
- This research aims to analyze of the influence Service Quality, Green Marketing Strategy and Brand Image to Customer Satisfaction and the effects to Customer Loyalty on Body Shop Pondok Indah Mall Jakarta. Purposive sampling method has been selected to obtain data requires at this study. The research use 60 respondents and respondent�s entire customer Body Shop Pondok Indah Mall Jakarta. Path analysis used as analytical method in this research. The result of this research shows that: Service Quality, Green Marketing Strategy and Brand Image have significant influence simultaneously on Customer Satisfaction. Service Quality has significant influence partially on Customer Satisfaction but Green Marketing Strategy and Brand Image have not significant influence partially on Customer Satisfaction. The second structure equation showed that: Service Quality, Brand Image and Customer Satisfaction have significant influence simultaneously on Customer Loyalty. Service Quality has not significant influence on Customer Loyalty but Brand Image and Customer Satisfaction have significant influence on Customer Loyalty. Trimming used this research in second structure equation. Result after trimming in second structure equation showed that: Brand Image and Customer Satisfaction have significant influence simultaneously and partially to Customer Loyalty