THE APPLICATION OF WORD OF MOUTH (WOM), SERVICE QUALITY, AND BRAND IMAGE ON CUSTOMER LOYALTY WITH CUSTOMER SATISFACTION AS A MEDIATING VARIABLE AT AS SYIFAA PHARMACY IN MAJALENGKA

This study had the following aims: (1) to describe the variable of service quality, brand image, loyalty and satisfaction of Prudential customers; (2) to analyze the influence of variable service quality and brand image on customer satisfaction; (3) to analyze the influence of variable service quality and brand image on customer loyalty; (4) analyze the influence of satisfaction on customer loyalty, and (5) to analyze the influence of service quality and brand image on customer loyalty through satisfaction strategy. There were 86 respondents that were used as a sample in this study. This research employed the structural equations (Structural Equation Modeling) as its analysis technique. The results showed that service quality and brand image had an influence on satisfaction, which meant that the provision of quality services and supported by companies that had good images could increase customer satisfaction. Furthermore, the service quality and brand image influenced Prudential Malang's consumer loyalty. This meant that customer loyalty could be developed through the provision of quality services since customers chose a company that had a good image/perception. Satisfaction affected loyalty. Customer satisfaction was subjective and it oriented towards individuals. Furthermore, it could relate to various aspects including the quality of services provided by the company. Customer satisfaction could be utilized to say positive things and reference for a company. Satisfaction mediated the influence of service quality and brand image on loyalty. This meant that customer loyalty could be developed if the customers were satisfied with the service quality provided by the company and also if the company had a good brand image.

Rocca Space as a sports community that has not been established for too long, Rocca Space wants its brand to be recognized by the wider community in Jakarta to all regions in Indonesia. The form of effort made is to test and analyze in terms of service quality, price perception, brand image, and customer satisfaction that can create positive word of mouth from individuals to other individuals. This study aims to determine, test, and analyze the relationship between word of mouth variables, with independent variables, service quality, price perception, brand image, and customer satisfaction as mediating variables, resulting in research implications. This study uses a descriptive research type method with a quantitative approach. The population of this study were Pound Fit Rocca Space Jakarta customers, with a minimum sample size of 145 respondents. The data processing carried out in this study was SmartPLS. The results of this study indicate that service quality, price perception, brand image, and customer satisfaction have a significant effect on word of mouth. Customer satisfaction does not affect the relationship between price perception and word of mouth. Price perception also has no significant effect on customer satisfaction. The contribution of this research can develop the repertoire of management science, especially in the field of marketing management. Namely related to discussing research on service quality, price perception, brand image, satisfaction, and word of mouth so that the theoretical studies in this study can be used by future researchers and can be developed again on other variables such as brand awareness, brand trust, and reputation.

Green branding involving public figures is increasingly shaped by digital dramaturgy and multimodal strategies that construct ecological personas. This research investigates the influence of service quality and brand image on customer loyalty, with particular emphasis on the mediating role of customer satisfaction in the context of eyelash extension services at Beauty Bar D’Stylashes in Bandung. Using a quantitative approach, data were collected from 200 participants through structured questionnaires and analyzed using SEM-PLS with SmartPLS 4.0. The findings reveal that both service quality and brand image significantly affect customer satisfaction, which in turn plays a crucial role in mediating and enhancing customer loyalty. Among the three variables, customer satisfaction emerged as the most influential factor in fostering loyalty. While service quality has a direct impact on satisfaction, brand image contributes more strongly through its indirect effect via satisfaction. These results underscore the importance of consistently delivering high-quality service and cultivating a compelling, emotionally engaging brand image to build lasting customer loyalty. For businesses in the beauty industry, enhancing customer satisfaction is not

This study aims to analyze the effect of service quality, price fairness, customer satisfaction, and trust on customer loyalty, with brand image as a moderating variable, on low-cost carrier (LCC) airlines in Indonesia. The LCC industry faces tough challenges, with fluctuations in demand and the need to keep prices affordable without sacrificing service quality. Therefore, price fairness and brand image are key in increasing customer satisfaction, trust and loyalty. This study uses a quantitative approach with descriptive and causal designs, and a structured survey of LCC airline customers. Data were analyzed using PLS-SEM (Partial Least Squares Structural Equation Modeling), which includes service quality dimensions (reliability, tangible, assurance, empathy), price fairness, customer satisfaction, trust, and its effect on customer loyalty. The results showed that service quality has a positive effect on price fairness and customer satisfaction, but not directly on customer loyalty. Price fairness proves to be important to encourage customer satisfaction and customer loyalty, while customer satisfaction acts as a mediator in the relationship, and has a direct effect on trust and customer loyalty. Trust contributes significantly to building customer loyalty. However, brand image does not moderate the relationship between service quality and price fairness, suggesting that LCC customers' decisions are based more on functional evaluation. The findings make theoretical and practical contributions to improving service quality and creating a satisfying customer experience.

The Islamic banking sector in Indonesia, especially after the merger of Bank Syariah Indonesia (BSI) in 2021, has shown tremendous growth. However, maintaining customer loyalty remains a significant challenge in this competitive landscape, with various factors potentially affecting customer retention in Islamic banking. This study investigates the relationship between service quality, customer experience, and brand image on customer loyalty at BSI KCP Mojokerto Gajah Mada, with customer satisfaction as a mediating variable. This study uses a quantitative approach using a structured questionnaire distributed to 110 customers selected through purposive sampling. Data analysis was conducted using Partial Least Square Structural Equation Modeling (PLS-SEM) to test the direct relationship and mediation effects. The study findings reveal that service quality and brand image directly affect customer loyalty, while customer experience requires the mediation of customer satisfaction to affect loyalty. In particular, service quality is negatively correlated with loyalty when mediated through satisfaction. Customer satisfaction effectively mediates the relationship between brand image and loyalty as well as between customer experience and loyalty. This study demonstrates the complex nature of customer loyalty formation in Islamic banking, suggesting that banks should focus on maintaining consistent service quality while building a strong brand image and positive customer experiences.

This study aims to analyze the influence of Operational Excellence and Customer Experience on Customer Loyalty with Satisfaction and Word of Mouth as mediating variables in House of Metamorfit members. This study is motivated by the increasing competition in the fitness services industry, so companies need to understand the factors that can build customer loyalty sustainably. Customer loyalty is not only influenced by the quality of operational services, but also by customer experience and positive communication between customers formed during the process of using the service. This study uses a quantitative approach. Data were collected by distributing questionnaires to House of Metamorfit members who met the research criteria. The number of respondents analyzed in this study was 396 respondents with a sampling technique using purposive sampling. The data analysis method used is Structural Equation Modeling (SEM) based on Partial Least Squares (PLS) with the help of the SmartPLS application. The results of the study indicate that Operational Excellence and Customer Experience have a positive and significant effect on Satisfaction and Word of Mouth. However, Operational Excellence and Customer Experience do not have a significant direct effect on Customer Loyalty. Satisfaction and Word of Mouth are proven to have a positive and significant effect on Customer Loyalty. Furthermore, satisfaction fully mediates the relationship between Operational Excellence and Loyalty, as well as between Customer Experience and Loyalty. Word of Mouth also acts as a mediator in the relationship between Operational Excellence and Customer Experience on Loyalty. The findings of this study indicate that customer loyalty is formed primarily through customer satisfaction and word of mouth communication, which emerges from the customer's service experience. Therefore, companies need to strengthen the quality of the customer experience, maintain consistent operational quality, and encourage positive word of mouth to increase customer loyalty.

This study investigated the critical roles of service quality and brand image in driving customer loyalty, specifically examining how customer satisfaction mediates these relationships among Indihome users in Denpasar. Grounded in the Stimulus-Organism-Response (S-O-R) theory, this research explores how service quality and brand image, as external stimuli, influence internal consumer satisfaction to foster loyalty. A quantitative approach was employed, collecting data through an online survey from 250 Indihome consumers in Denpasar. Data analysis utilized Structural Equation Modeling–Partial Least Squares (SEM-PLS). Findings confirm that service quality and brand image both positively and significantly influence customer loyalty directly. Additionally, both service quality and brand image positively and significantly impact customer satisfaction. Crucially, customer satisfaction was found to directly and positively affect customer loyalty, and it partially mediates the relationships between service quality, brand image and customer loyalty. These results highlight that customer satisfaction is a vital internal response, significantly amplifying how service quality and brand image translate into stronger customer loyalty.

As the times progress and the enhancement of the public educational level, life insurance has been paid much attention day by day. Especially, medical insurance plays an important role in all sorts of life insurance. Medical insurance is the invisible merchandise. While customers buy the invisible products, they usually place an importance on invisible factors. The study problem into the direct impact on service quality, brand image and price fairness; This research anticipates after applying structural equation modeling (SEM), while customers buying the medical insurance; service quality and brand image has direct and positive impact on the customer satisfaction, service quality and brand image has no direct and positive impact on the customer loyalty. But service quality and brand image has direct and positive impact on the customer loyalty through customer satisfaction. After analysis, customer satisfaction has a direct and positive effect on customer loyalty. Finally, after measure of price fairness, whether it is a direct impact on customer satisfaction, customer loyalty, or indirectly affect customer loyalty through customer satisfaction, all have no significant impact.

Purpose The present study developed an integrated model to evaluate the relationship between service quality, brand image, customer satisfaction and customer loyalty in the context of Myanmar’s construction industry. Design/methodology/approach Data on the study variables were gathered from a cross-sectional survey of 210 client organizations that own private buildings in Myanmar. A factor analysis-validated structural equation model was developed to assess the research hypotheses and conceptual framework. Findings The results supported an integrated model in which brand image partly mediated the effects of service quality on customer satisfaction. Besides, the brand image and customer satisfaction fully mediated the impact of service quality on customer loyalty. Brand image exerted indirect effects on customer loyalty through customer satisfaction. The study further identified the direct effects of service quality on brand image and customer satisfaction, brand image on customer satisfaction and customer satisfaction on customer loyalty. Originality/value While prior studies have explored service quality in the construction industry, no integrated model has been developed to identify the relationship between service quality, brand image, customer satisfaction and customer loyalty in construction project settings. This study filled this critical gap in the literature by offering a unique perspective on the study variables and their interrelationships.

This study aims to analyze the influence of service quality and brand image on customer satisfaction and its impact on customer loyalty at CV. Asritama Lestari Environmental Consultant Services and Licensing. . This study examines the associative relationship between these variables. The results of the study show that all variables consisting of service quality, brand image, customer satisfaction, and customer loyalty have a significance level of <5%, which means that simultaneously there is a significant influence between service quality variables and brand image variables on customer loyalty with customer satisfaction as an intervening variable. Partially, the results of the analysis show that service quality and brand image have a positive and significant effect on customer satisfaction. In addition, the results of the analysis also show that service quality and brand image have a significant effect on customer loyalty. Furthermore, customer satisfaction is proven to have a significant and strengthening influence on customer loyalty.

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Consumer loyalty can be increased by the word of mouth (WOM). In addition to WOM and service quality, brand image is also able to have an impact on customer loyalty and consumer confidence in the brand. The purpose of the study is to analyze and prove the influence of word of mouth, service quality and brand image on brand trust and consumer loyalty to PT. Virama Karya (Persero); and The influence of brand trust on consumer loyalty to PT. Virama Karya (Persero). This research uses a quantitative descriptive approach. The type of research used is causal research. The sampling technique taken is a purposive sampling technique. The sample taken is the consumer at the Consultant PT. Virama Karya (Persero) as many as 115 people. Data collection is carried out by the method of disseminating questionnaires. The analysis technique chosen to analyze the data and test the hypothesis in this study is the Structural Equation Model (SEM) with the help of the PLS (Partial Least Square) program. The results of the analysis can be concluded that: (1) Word of Mouth has a significant effect by having a positive relationship direction towards Brand Trust; (2) Service Quality has a significant and positive effect on Brand Trust; (3) Brand Image has a significant and positive effect on Brand Trust; (4) Word of Mouth has no significant and positive effect on Consumer Loyalty; (5) Service Quality has a significant and positive effect on Consumer Loyalty; (6) Brand Image has no significant and positive effect on Consumer Loyalty; (7) Brand Trust has a significant and positive effect on Consumer Loyalty at PT. Virama Karya (Persero).

Background: Customer satisfaction and loyalty are crucial factors for enhancing sales and profitability. In the context of e-commerce, understanding how brand image, product quality, and service quality influence these outcomes is essential for maintaining competitiveness.Purpose: This study investigates the relationship between brand image, product quality, and service quality, and their effect on customer satisfaction and loyalty in the online purchase of Xiaomi products.Design/methodology/approach: A quantitative research approach was employed using Structural Equation Modeling (SEM) to analyze data collected from 105 respondents in Bekasi City who have made at least two transactions through Xiaomi's e-commerce platform. Respondents were selected through simple random sampling, and data were analyzed using SPSS 25 and SmartPLS software.Conclusion: The findings indicate that customer satisfaction mediates the relationship between brand image and customer loyalty. Brand image significantly influences customer loyalty, even without the mediation of customer satisfaction. However, customer satisfaction does not mediate the relationship between product quality and customer loyalty, while service quality directly impacts customer loyalty.Originality/Value (State of art): This study provides insights into the role of brand image and service quality in driving customer loyalty in the e-commerce sector, offering specific recommendations for Xiaomi to implement Standard Operating Procedures (SOPs) to maintain superior product quality and improve service quality for better customer satisfaction and loyalty. Keywords: service quality, product quality, brand image, customer loyalty, customer satisfaction

The increasing trend of keeping pets drives the growth of the pet shop industry, along with public awareness of the importance of animal care. Pet shop marketing management is required to understand customer needs, build trust, utilize digital marketing, and choose strategic locations to create loyalty and competitiveness in an ever-growing market. The purpose of this study was to analyze the Influence of Location, Word of Mouth, and Service Quality on Customer Loyalty, through Customer Satisfaction as an Intervening Variable at Wirvet pet shop in Situbondo. The sampling technique was determined by simple random sampling. Data analysis and hypothesis testing in this study used the Structural Equation Model - Partial Least Square (PLS-SEM). The results of the direct effect hypothesis test using the Smart PLS 3.0 application showed that Location has a positive and significant effect on customer satisfaction. Word of mouth has a positive and significant effect on customer satisfaction. Service quality has a positive but insignificant effect on customer satisfaction. Location has a positive and significant effect on customer loyalty. Word of mouth has a positive but insignificant effect on customer loyalty. Service quality has a positive but insignificant effect on customer loyalty. Customer satisfaction has a positive but insignificant effect on customer loyalty. Location has a positive but insignificant effect on customer loyalty through customer satisfaction. Word of mouth has a positive but insignificant effect on customer loyalty through customer satisfaction. Service quality has a positive but insignificant effect on customer loyalty through customer satisfaction.

This research investigates the impact of service quality and brand image on customer satisfaction and customer loyalty at the Pratama Marga Ayu Clinic in Badung, Bali. Using SPSS and Smart-PLS for analysis, the study reveals that both service quality and brand image significantly and positively affect customer satisfaction, which in turn influences customer loyalty. Additionally, customer satisfaction mediates the relationship between service quality and customer loyalty. The findings highlight the importance of enhancing service quality and brand image to foster higher customer satisfaction and loyalty. The research concludes with practical suggestions for improving service and brand image, including increasing healthcare personnel, enhancing branding efforts, and implementing customer loyalty programs. Future studies are recommended to explore other influencing factors such as product reviews, location, and social media marketing to further enrich the understanding of customer decision-making.