The Effect of Quality Perception, Brand Trust, and Halal Label on Customer Loyalty with Customer Satisfaction as an Intervening Variable
Abstract
This study aims to determine the effect of Quality Perception, Brand Trust, and Halal Label on Customer Loyalty with Customer Satisfaction as an Intervening Variable. The sample taken was 100 respondents. The T test is used by researchers to test the hypotheses compiled in this study. Based on the test results show: quality perception has no effect on customer satisfaction, brand trust has an effect on customer satisfaction, halal label has an effect on customer satisfaction, customer satisfaction has no effect on customer loyalty, quality perception has an effect on customer loyalty, brand trust has an effect on customer loyalty, halal label has an effect on customer loyalty, customer satisfaction is not able to mediate the effect of quality perception on customer loyalty, customer satisfaction is not able to mediate the effect of brand trust on customer loyalty, customer satisfaction is not able to mediate the effect of halal label on customer loyalty.
References
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Atulkar, S. (2020). Brand trust and brand loyalty in mall shoppers. Marketing Intelligence and Planning, 38(5), 559-572. https://doi.org/10.1108/MIP-02-2019-0095
Bella, Z. W. (2019). Prediction of Customer Satisfaction, Service Quality, and Brand Trust on Chatime Customer Loyalty. Journal of Managerial and Entrepreneurship, I (2), 126-132.
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Ghozali, I. (2018). Application of Multivariate Analysis with the IBMSPSS Program (Vol. 9). Diponegoro University Publishing Agency.
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Haris Romdhoni, A., Emy Prastiwi, I., & Economics and Business, F. (2021, December 1). The Effect of Halal Labeling and Product Quality on Consumer Satisfaction at Syariah Hotel Solo. 480-485.
Hidayat, & Martini. (2019). The Influence of Brand Awareness, Brand Association, Perceived Quality, and Brand Loyalty on Lazada Brand Equity. Journal of E-Proceeding of Management, 6, 373.
Indrawati, M. (2013). The Effect of Perceived Quality on AQUA Customer Loyalty in West Surabaya. 4(2), 234-244.
Jamil, K., Ali, M. A., & Iqbal, A. (2017). Exploring Brand Awareness, Customer Loyalty and Perceived Quality: how they ensure Profitability and generate Purchase Intention: A study on cosmetic industry of Pakistan. In Journal of Social and Development Sciences (Vol. 8, Issue 3).
Kotler, P. (2000). Marketing Management. Prenhalindo.
Kristianto, A. D., & Wahyudi, T. A. (2019). The effect of brand image, perceived product quality and perceived price on customer satisfaction and its impact on customer loyalty. Journal of Strategic Management and Business Applications, 2(2), 117-126. https://ejournal.imperiuminstitute.org/index.php/JMSAB
Larasati, A. P., & Oktafani, F. (2019). The Influence Of Customer Experience And Brand Awareness On GOJEK Customer Lolyalty In Bandung 2019. E-Proceeding of Management, 7(1), 1251.
Masitoh, M. R., & Wibowo, H. A. (2019). The Effect of Service Quality, Customer Satisfaction, and Brand Trust on Customer Loyalty in Shopee Mobile Application Users. In Journal of Management Science (Vol. 5, Issue 1). https://ekonomi.kompas.com/read/2018/11/08/172007426/ini-3-e-commerce-yang-paling-
Masitoh, M. R., Wibowo, H. A., & Ikhsan, K. (2019). The Effect of Service Quality, Customer Satisfaction, and Brand Trust on Customer Loyalty in Shopee Mobile Application Users. Journal of Management Science, 5(1), 101-119.
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Mustika Inong, A., Hendradewi, S., & Ratnaningtyas, H. (2021). Halal Label: is it Important in Determining Buying Interests? JIMFE (Scientific Journal of Management Faculty of Economics), 07(01). https://doi.org/10.34203/jimfe.v7i1.2929
Novita, Y. (2021). The Effect of Service Quality and Customer Intimacy on Customer Loyalty of Bank Muamalat KC Solo with Satisfaction as an Intervening Variable.
Nurika, S., & Sukresna, M. (2021). The Effect of Brand Credibility, Brand Experience, and Integrated Marketing Communication on Perceived quality and its impact on Brand Equity (Study on Consumers of Nescafe Products in Ready-to-Drink Packages). Diponegoro Journal of Management, 10(4), 1-6. http://ejournal-s1.undip.ac.id/index.php/dbr
Nurpitasari Amalia, D., Suprihartini, L., Management studies, P., Economics, F., & Maritime Raja Ali Haji, U. (2021). The Role of Halal Label, Brand Image, Brand Trust on Purchasing Decisions for Halal Labeled Cosmetic Products in Tanjungpinang with Satisfaction as an Intervening Variable (Study on Users of Halal Labeled Cosmetic Products in Tanjungpinang City. Student Online Journal, 2(2), 1068-1078.
Pangestika, E. L., & Hidayati, R. (2020a). Analysis of the Influence of Brand Awareness and Perception of Customer Quality Through Customer Satisfaction as an Intervening Variable (Consumer Study of Pepsodent Toothpaste Products for Diponegoro University Students, Semarang). Diponegoro Journal of Management, 9(4), 1-14. http://ejournal-s1.undip.ac.id/index.php/dbr
Pangestika, E. L., & Hidayati, R. (2020b). Customer Satisfaction as an Intervening Variable (Consumer Study of Pepsodent Toothpaste Products in Diponegoro University Students, Semarang). Diponegoro Journal of Management, 9 (1999), 1-14.
Prasadh, R. R. (2018). Examining The Roles of Perceived Quality and Customer Satisfaction as Predictors of Customer Loyalty in The Indian E-Banking Context. Journal of Management Reserch, 18, 38-49.
Quoquab, F., Mohamed Sadom, N. Z., & Mohammad, J. (2020). Driving customer loyalty in the Malaysian fast food industry: The role of halal logo, trust and perceived reputation. Journal of Islamic Marketing, 11(6), 1367-1387. https://doi.org/10.1108/JIMA-01-2019-0010
Reast, J. D. (2005). Brand trust and brand extension acceptance: the relationship. Journal of Product & Brand Management, 14(1), 4-13. https://doi.org/10.1108/10610420510583707
Rivai, A. R., & Wahyudi, T. A. (2017). The Effect of Perceived Quality, Brand Image, Price Perception on Customer Loyalty with Customer Trust and Satisfaction as Mediating Variables. Journal of Business and Communication, 4(1), 29-37.
Saifudin. (2020). The Effect of Customer Value and Destination Image and Revisit Intention with Satisfaction as a Mediating Variable (Study on Demak Great Mosque Tourists). Equilibria Education, 5(2), 34-44.
Sani, A. A., Rahmayanti, D., Kamal, A.-H., Ilmiah, D., & Abdullah, N. B. (2023). Understanding Consumer Behavior: Halal Labeling and Purchase Intentions. Journal of Digital Marketing and Halal Industry, 5(1), 117–142. https://doi.org/10.21580/jdmhi.2023.5.1.16543
Sugiyono. (2016). Qualitative, Qualitative, and R&D Research Methods. CV Alfabeta.
Sugiyono. (2017). Quantitative Research Methods. Alfabeta.
Sukiarti, L., H, L. B., & Haryono, A. T. (2016). The Influence of Brand Image, Brand Attitude, Brand Awareness and Brand Quality on Brand Equity, Vaseline Hand & Body Lotion (Case Study in Pringapus District, Semarang Regency). Journal of Management, 2(2), 1-26.
Syarifah, A., & Ali, M. M. (2020). Influence Analysis of Product Quality and Brand Trust against Customer Satisfaction and Impact on Customer Loyalty Wardah Brand Cosmetics in Jabotabek. In International Journal of Innovative Science and Research Technology (Vol. 5, Issue 4). www.ijisrt.com
Tjiptono, F. (2012). Service Management Realizing Pyrma Service. CV. Andi Offset.
Tobing, A. S., & Ngatindriatun, N. (2019). Analysis of the Effect of Service Quality and Brand Equity on Customer Loyalty. ECONBANK: Journal of Economics and Banking, 1(1), 1-14. https://doi.org/10.35829/econbank.v1i1.6
Zeithaml, V. A. (1988). Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence.
Anggraini, N. P., & Suryoko, S. (2022). The Effect of Halal Labeling, Price, and Product Quality on Customer Loyalty through Customer Satisfaction (Study on Sariayu Cosmetics Consumers in Semarang City). Diponegoro Journal of Management, 10(12), 210-239.
Anindyawati, S., Purwanggono, B., & Suliantoro, H. (2018). Analysis of the Influence of Brand Awareness, Perceived Quality, Mere Loyalty k, and After-Sales Service on Toyota Car Purchasing Decisions (Case Study of Semarang Region).
Atulkar, S. (2020). Brand trust and brand loyalty in mall shoppers. Marketing Intelligence and Planning, 38(5), 559-572. https://doi.org/10.1108/MIP-02-2019-0095
Bella, Z. W. (2019). Prediction of Customer Satisfaction, Service Quality, and Brand Trust on Chatime Customer Loyalty. Journal of Managerial and Entrepreneurship, I (2), 126-132.
Berman, B. (2006). California Management Review Developing an Effective Customer Loyalty Program.
Bernarto, I., Purwanto, A., & Masman, R. R. (2022). The Effect of Perceived Risk, Brand Image and Perceived Price Fairness on Customer Satisfaction. Journal of Management, 16(10), 35-50. https://doi.org/10.24912/jm.v26i1.833
Brunsø, K., Fjord, T. A., & Grunert, K. G. (2002). Consumers Food Choice and Quality Perception.
Chikazhe, L., Chigunha, B., Dandira, M., Mandere, T. S., & Muchenje, K. C. (2020). Corporate Social Responsibility as a Mediator of the Effect of Brand Awareness and Corporate Reputation on Customer Loyalty. Business Management and Strategy, 11(1), 243. https://doi.org/10.5296/bms.v11i1.17141
Darminto, P., & Putri, R. K. (2015). Analysis of the Influence of Brand Awareness, Brand Association, Perception ... (Pujotomo and Putri). Proceedings of SNST, 6, 70-78.
Delgado-Ballester, E., & Munuera-Alemán, J. L. (2005). Does brand trust matter to brand equity? Journal of Product and Brand Management, 14(3), 187-196. https://doi.org/10.1108/10610420510601058
Durianto, D. (2011). Market Conquering Strategy Through Brand Equity and Behavior Research. gramedia Pustaka Hutama.
Dwi, S., Purnama, R., Herawati, J., & Kurniawan, D. I. S. (2019). The Effect of Price Perception and Product Quality on Customer Loyalty through Customer Satisfaction as an Intervening Variable at Telkom Indonesia WIFI Corner Kotabaru Yogyakarta. In Dewantara Management Journal (Vol. 3, Issue 1).
El-Adly, M. I. (2019). Modeling the relationship between hotel perceived value, customer satisfaction, and customer loyalty. Journal of Retailing and Consumer Services, 50, 322-332. https://doi.org/10.1016/j.jretconser.2018.07.007
Ghozali, I. (2018). Application of Multivariate Analysis with the IBMSPSS Program (Vol. 9). Diponegoro University Publishing Agency.
Griffin, J. (2007). Customer Loyalty: Growing and Sustaining Customer Loyalty. Erlangga.
Gstngr, I., Diputra, A. W., & Yasa, N. N. (2021). PP 25-34 *Corresponding Author: I GstNgr Arya WigunaMaha Diputra. American International Journal of Business Management (AIJBM), 4(01), 25-34.
Handayani, T., Suseno, ) Y Djoko, Widajanti, E., Program, ), Management, S. M., Slamet, U., & Surakarta, R. (2019). Analysis of the Effect of Brand Image, Halal Label, and Advertising on Customer Loyalty of Moreskin Herbal Cosmetic Products in Sragen. In Journal of Human Resource Management (Vol. 13, Issue June).
Haris Romdhoni, A., Emy Prastiwi, I., & Economics and Business, F. (2021, December 1). The Effect of Halal Labeling and Product Quality on Consumer Satisfaction at Syariah Hotel Solo. 480-485.
Hidayat, & Martini. (2019). The Influence of Brand Awareness, Brand Association, Perceived Quality, and Brand Loyalty on Lazada Brand Equity. Journal of E-Proceeding of Management, 6, 373.
Indrawati, M. (2013). The Effect of Perceived Quality on AQUA Customer Loyalty in West Surabaya. 4(2), 234-244.
Jamil, K., Ali, M. A., & Iqbal, A. (2017). Exploring Brand Awareness, Customer Loyalty and Perceived Quality: how they ensure Profitability and generate Purchase Intention: A study on cosmetic industry of Pakistan. In Journal of Social and Development Sciences (Vol. 8, Issue 3).
Kotler, P. (2000). Marketing Management. Prenhalindo.
Kristianto, A. D., & Wahyudi, T. A. (2019). The effect of brand image, perceived product quality and perceived price on customer satisfaction and its impact on customer loyalty. Journal of Strategic Management and Business Applications, 2(2), 117-126. https://ejournal.imperiuminstitute.org/index.php/JMSAB
Larasati, A. P., & Oktafani, F. (2019). The Influence Of Customer Experience And Brand Awareness On GOJEK Customer Lolyalty In Bandung 2019. E-Proceeding of Management, 7(1), 1251.
Masitoh, M. R., & Wibowo, H. A. (2019). The Effect of Service Quality, Customer Satisfaction, and Brand Trust on Customer Loyalty in Shopee Mobile Application Users. In Journal of Management Science (Vol. 5, Issue 1). https://ekonomi.kompas.com/read/2018/11/08/172007426/ini-3-e-commerce-yang-paling-
Masitoh, M. R., Wibowo, H. A., & Ikhsan, K. (2019). The Effect of Service Quality, Customer Satisfaction, and Brand Trust on Customer Loyalty in Shopee Mobile Application Users. Journal of Management Science, 5(1), 101-119.
Mowen, C., John, & Minor, M. (2002). Consumer Behavior. Erlangga.
Mustika Inong, A., Hendradewi, S., & Ratnaningtyas, H. (2021). Halal Label: is it Important in Determining Buying Interests? JIMFE (Scientific Journal of Management Faculty of Economics), 07(01). https://doi.org/10.34203/jimfe.v7i1.2929
Novita, Y. (2021). The Effect of Service Quality and Customer Intimacy on Customer Loyalty of Bank Muamalat KC Solo with Satisfaction as an Intervening Variable.
Nurika, S., & Sukresna, M. (2021). The Effect of Brand Credibility, Brand Experience, and Integrated Marketing Communication on Perceived quality and its impact on Brand Equity (Study on Consumers of Nescafe Products in Ready-to-Drink Packages). Diponegoro Journal of Management, 10(4), 1-6. http://ejournal-s1.undip.ac.id/index.php/dbr
Nurpitasari Amalia, D., Suprihartini, L., Management studies, P., Economics, F., & Maritime Raja Ali Haji, U. (2021). The Role of Halal Label, Brand Image, Brand Trust on Purchasing Decisions for Halal Labeled Cosmetic Products in Tanjungpinang with Satisfaction as an Intervening Variable (Study on Users of Halal Labeled Cosmetic Products in Tanjungpinang City. Student Online Journal, 2(2), 1068-1078.
Pangestika, E. L., & Hidayati, R. (2020a). Analysis of the Influence of Brand Awareness and Perception of Customer Quality Through Customer Satisfaction as an Intervening Variable (Consumer Study of Pepsodent Toothpaste Products for Diponegoro University Students, Semarang). Diponegoro Journal of Management, 9(4), 1-14. http://ejournal-s1.undip.ac.id/index.php/dbr
Pangestika, E. L., & Hidayati, R. (2020b). Customer Satisfaction as an Intervening Variable (Consumer Study of Pepsodent Toothpaste Products in Diponegoro University Students, Semarang). Diponegoro Journal of Management, 9 (1999), 1-14.
Prasadh, R. R. (2018). Examining The Roles of Perceived Quality and Customer Satisfaction as Predictors of Customer Loyalty in The Indian E-Banking Context. Journal of Management Reserch, 18, 38-49.
Quoquab, F., Mohamed Sadom, N. Z., & Mohammad, J. (2020). Driving customer loyalty in the Malaysian fast food industry: The role of halal logo, trust and perceived reputation. Journal of Islamic Marketing, 11(6), 1367-1387. https://doi.org/10.1108/JIMA-01-2019-0010
Reast, J. D. (2005). Brand trust and brand extension acceptance: the relationship. Journal of Product & Brand Management, 14(1), 4-13. https://doi.org/10.1108/10610420510583707
Rivai, A. R., & Wahyudi, T. A. (2017). The Effect of Perceived Quality, Brand Image, Price Perception on Customer Loyalty with Customer Trust and Satisfaction as Mediating Variables. Journal of Business and Communication, 4(1), 29-37.
Saifudin. (2020). The Effect of Customer Value and Destination Image and Revisit Intention with Satisfaction as a Mediating Variable (Study on Demak Great Mosque Tourists). Equilibria Education, 5(2), 34-44.
Sani, A. A., Rahmayanti, D., Kamal, A.-H., Ilmiah, D., & Abdullah, N. B. (2023). Understanding Consumer Behavior: Halal Labeling and Purchase Intentions. Journal of Digital Marketing and Halal Industry, 5(1), 117–142. https://doi.org/10.21580/jdmhi.2023.5.1.16543
Sugiyono. (2016). Qualitative, Qualitative, and R&D Research Methods. CV Alfabeta.
Sugiyono. (2017). Quantitative Research Methods. Alfabeta.
Sukiarti, L., H, L. B., & Haryono, A. T. (2016). The Influence of Brand Image, Brand Attitude, Brand Awareness and Brand Quality on Brand Equity, Vaseline Hand & Body Lotion (Case Study in Pringapus District, Semarang Regency). Journal of Management, 2(2), 1-26.
Syarifah, A., & Ali, M. M. (2020). Influence Analysis of Product Quality and Brand Trust against Customer Satisfaction and Impact on Customer Loyalty Wardah Brand Cosmetics in Jabotabek. In International Journal of Innovative Science and Research Technology (Vol. 5, Issue 4). www.ijisrt.com
Tjiptono, F. (2012). Service Management Realizing Pyrma Service. CV. Andi Offset.
Tobing, A. S., & Ngatindriatun, N. (2019). Analysis of the Effect of Service Quality and Brand Equity on Customer Loyalty. ECONBANK: Journal of Economics and Banking, 1(1), 1-14. https://doi.org/10.35829/econbank.v1i1.6
Zeithaml, V. A. (1988). Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence.
Published
2024-12-19
How to Cite
Wiranto, A. E., Pasfaria, E., Hartiningsih, S., & Saifudin, S. (2024). The Effect of Quality Perception, Brand Trust, and Halal Label on Customer Loyalty with Customer Satisfaction as an Intervening Variable. Annual International Conference on Islamic Economics and Business (AICIEB), 4, 282-294. https://doi.org/https://doi.org/10.18326/aicieb.v4i0.737
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