PENGARUH PERSEPSI KUALITAS, PERSEPSI NILAI DARI BIAYA, IDENTIFIKASI MERK, KEPERCAYAAN MERK, KESELARASAN GAYA HIDUP, TERHADAP LOYALITAS MERK MELALUI KEPUASAN PELANGGAN (STUDI PADA KONSUMEN PENGGUNA H&M)
Abstract
Penelitian ini bertujuan mengukur seberapa kuatnya hubungan dari persepsi kualitas, persepsi nilai dari biaya, identifikasi merk, kepercayaan, keselarasan gaya hidup untuk membentuk kepuasan pelanggan hingga memunculkan loyalitas merk. Jenis penelitiannya adalah kuantitatif. Teknik pengumpulan datanya menggunakan kuesioner dengan skala Likert nilai 1-5. Teknik samplingnya menggunakan purposive sampling adalah karena penelitian ini membutuhkan karakteristik tertentu yaitu responden berusia 16 hingga 40 tahun, pernah membeli merek H&M minimal 2 kali. Responden dalam studi pendahuluan berjumlah 50 orang dan studi actual 290 orang. Pengolahan data menggunakan Partial Least Square – Structural Equation Modeling (PLS-SEM) dan diolah dengan menggunakan software SmartPLS. Hasil penelitian menunjukan persepsi kualitas berpengaruh positif dan signifikan terhadap kepuasan pelanggan, persepsi nilai dari biaya berpengaruh positif dan signifikan terhadap kepuasan pelanggan, identifikasi merk berpengaruh positif dan signifikan terhadap kepuasan pelanggan, kepercayaan merk berpengaruh positif dan signifikan terhadap kepuasan pelanggan, keselarasan gaya hidup berpengaruh positif dan signifikan terhadap kepuasan pelanggan, kepuasan pelanggan berpengaruh positif dan signifikan terhadap loyalitas merk, persepsi kualitas berpengaruh terhadap loyalitas merk melalui kepuasan pelanggan, persepsi nilai dari biaya berpengaruh terhadap loyalitas merk melalui kepuasan pelanggan, identifikasi merk berpengaruh terhadap loyalitas merk melalui kepuasan pelanggan, kepercayaan merk berpengaruh terhadap loyalitas merk melalui kepuasan pelanggan dan keselarasan gaya hidup berpengaruh terhadap loyalitas merk melalui kepuasan pelanggan.
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