Brand Credibility vs Brand Image: A Case Study of Gojek Customers’ Loyalty

Setiawan, Rahyuniati; Nurhasan, Rohimat; Hurriyati, Ratih; Wibowo, Lili Adi

doi:10.2991/assehr.k.201021.012

Cited by 1 publication

(3 citation statements)

References 13 publications

Supporting

Mentioning

Contrasting

Order By: Relevance

“…After checking on the classical assumption test, the four variables used pass the criteria and valid to be hypothesize checking From the calculation above there are several conclusions that can be made in this research which are as follows: The first hypothesis of brand image does have a significant influence on Gojek's in maintaining customer loyalty is accepted. It is found out that the higher the brand image in the customers' mind shows the more credibility of the brand (Setiawan et al, 2020). No matter how good the good the company is, some customers likely to be doubt once they heard about negative issues with the brand.…”

Section: Discussionmentioning

confidence: 99%

“…Not only representing the face of the company but also the reputation of the company (Swastuti 2019). Brand Image is the consumers' perceptions that is shaped in customer's minds related to when the customers remember the brand (Setiawan et al, 2020). Brand Image is formed from the interactions of the customers with the certain brand (Pahwa, 2021).…”

Section: Brand Imagementioning

confidence: 99%

“…Not only about repurchasing but also a commitment and positive attitude towards the brand (Minar & Safitri, 2017). There are several indicators to measure the customer loyalty which is Referral, Repurchase, Retention (Setiawan et al, 2020). On the basis of the discussion above, the following research model proposed will be:…”

Section: Customer Loyaltymentioning

confidence: 99%

See 2 more Smart Citations

The Effect of Brand Image and Service Quality on Customer Loyalty A Case Study of Gojek in Medan, Indonesia

Lawrence

Alfonsius

2022

FINBE

View full text Add to dashboard Cite

Not only to find out how to acquire new customers but also to maintain the existing customer is a homework for every company. It is a common thing for every company that start to grow prominent to measure the level of customer loyalty. Customer loyalty is believed to come along with brand image and service quality. The objective of this research is to find out whether brand image and service quality does influence customer loyalty or not. Brand Image has been defined as how the customer perception of a certain brand. Service quality is a comprehensive of customer evaluation of a certain service in the certain company. Meanwhile, customer loyalty is the tendency of the customers to buy and use the product again. The research is using quantitative approaches as the research design and using IBM SPSS-20 application where the sample size is 125 by using non-probability purposive sampling technique. The data analysis method of the research uses multiple linear regression to check on the hypothesis. The result of the final research paper finds out that brand image and service quality does have an influence in maintaining customer loyalty at Gojek customers in Medan.

show abstract

Section: Discussionmentioning

confidence: 99%

Section: Brand Imagementioning

confidence: 99%