Analisis Pengaruh Perceived Quality, Innovation, Perceived Value, Price dan Brand Trust Terhadap Customer Satisfaction dan brand Loyalty

Ying, Me (2012) Analisis Pengaruh Perceived Quality, Innovation, Perceived Value, Price dan Brand Trust Terhadap Customer Satisfaction dan brand Loyalty. Undergraduate thesis, Universitas Internasional Batam.

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Abstract

The purpose of this study is to examine the impact of perceived quality, innovation, perceived value, price and brand trust with a mediating role by customer satisfaction and brand loyalty. The work focuses on the factors that influence satisfaction and brand loyalty. Through the innovation of information technologies such as mobile communication, internet and multimedia, time and space has become compressed as well. According to Nielsen Newspaper collated, in 2010 there were 22,9 million mobile phones users in circulation in Indonesian with a saturation rate of 53% in Asian. Method for the Samples selection is using non-probability method with purposive sampling and the population is undergraduate mobile phone user in Batam by totals sample as much 170 respondents. The result of this study indicated there is significant influence of the relationship between perceived quality, innovation, perceived value, price and brand trust with customer satisfaction and brand loyalty, and also significant influence between perceived quality, innovation, perceived value and price with customer satisfaction and significant influence between perceived quality, innovation and brand trust with brand loyalty. Key word: Perceived Quality, Innovation, Perceived Value, Price, Brand Trust, Customer Satisfaction and Brand Loyalty.

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