The Effect of Brand Personality and Customer Satisfaction to Customer Loyalty at The Mall: A Study Case

Abstract

Visiting a mall nowadays become popular activities that many people do to entertain themselves, family or friends. With so many malls around, each visitor must have one favorite mall he or she preferred to go to. Some customer preferred to go to one mall and other customer preferred other mall. This study aims to analyzed if the customer loyalty to a preferred mall was because the effect of the mall's brand personality and customer satisfaction. The study took place at Botani Square Shopping Mall, Bogor City. Method analysis used on this study is a multiple regression analysis. The Result of this study conclude that the study of the effect of Brand personality and Customer Satisfaction to Customer Loyalty clearly shows that brand personality and customer satisfaction have an influence on customer loyalty to visit Botani Square Shopping Mall, Bogor City.

Peran CSR Produk Kosmetik Terhadap Loyalitas Pelanggan Kota Batam

“…Tingkat kepuasan pelanggan dapat tercapai apabila pelanggan memberikan penilaian positif atas kualitas produk yang diterima. Dengan demikian, kepuasan pelanggan dinilai sangat penting dalam kontribusi pengembangan berkelanjutan pada suatu perusahaan (Wantara & Tambrin, 2019). Penelitian lainnya oleh Hwang et al (2021) dan Khoironi et al (2018) juga mendapatkan hasil yang serupa di mana kualitas produk yang dirasakan pelanggan dapat menciptakan kepuasan pada pelanggan.…”

“…Tingkat kepuasan pelanggan dapat tercapai ketika pelanggan memberikan penilaian positif atas kualitas produk yang dirasakan. Hasil penelitian ini searah dengan penelitian terdahulu oleh Diputra & Yasa (2021), Hwang et al (2021), Khoironi et al (2018), Nguyen et al (2020), Subiyantoro (2021), Wantara & Tambrin (2019), dan Yulisetiarini et al (2017). Hubungan antara kualitas produk yang dirasakan terhadap kepercayaan pelanggan memiliki T-Statistics 5,873 > 1,96 dan P-Values 0,000 < 0,05.…”

“…Pelanggan yang puas cenderung mencerminkan perilaku yang menguntungkan satu diantaranya adalah menjadi setia. Hasil penelitian ini searah dengan penelitian terdahulu oleh Abror et al (2019), Ahmad et al (2021, Akbari et al (2019), Dimyati & Subagio (2016), Diputra & Yasa (2021), Giao & Vuong (2021), Hapsari et al (2017), Hwang et al (2021), Lai (2019), Omoregie et al (2019), Park & Kim (2019), Subiyantoro (2021), Wantara & Tambrin (2019), dan Zaid & Patwayati (2021).…”

The Performance of Foodpanda: A Study of Customer's Perspective and Satisfaction in Malaysia and India

“…Customer satisfaction is defined as a situation where customer expectations of a product are in accordance with the reality received (Anita, 2019). The level of satisfaction experienced will affect the retention of existing consumers and the introduction of the new ones and result in the competitiveness of e-commerce.…”

Usage Intention of Food Delivery Apps During Covid-19

“…Customer loyalty is the attachment of customers to a brand, shop, factory, service provider or other types of product and shows a good response when dealing with these products (Anita, 2019). Moron et al (2022) state that improving all dimensions of service quality to achieve customer-perceived service quality is the way to accomplish the objective of generating and maintaining customer loyalty.…”