Faktor-Faktor yang Mempengaruhi Brand Loyalty Produk Susu dengan Brand Love sebagai Variabel Mediasi
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Abstract
Dairy products have been known as a beneficial product to boost immune system, but their consumption is relatively low in Indonesia because people tend to choose juice or other alternatives for health purposes. Therefore, the purpose of this study is to examine the direct influence of brand experience, brand satisfaction, and brand love on brand loyalty, as well as to determine the role of brand love as a mediator between brand experience and brand satisfaction on brand loyalty. A total of 312 respondents were collected from customers of dairy products in Jakara conducted in November 2023. The sample was obtained through distributing online questionnaires using non-probability sampling methods and convenience sampling as sample selection techniques. Hypothesis testing in this study was carried out using Partial Least Square-Structural Equation Modelling (PLS-SEM). This study concluded that brand experience and brand satisfaction influence brand loyalty and brand love positively and significantly. Brand love influences brand loyalty positively and significantly. Moreover, brand love mediates the influence of brand experience and brand satisfaction on brand loyalty positively and significantly.
Produk susu telah dikenal sebagai produk yang bermanfaat untuk meningkatkan sistem kekebalan tubuh, tetapi konsumsi produk tersebut relatif rendah karena masyarakat cenderung memilih jus atau alternatif lainnya untuk tujuan kesehatan. Oleh sebab itu, penelitian ini bertujuan untuk menguji pengaruh secara langsung pengalaman merek, kepuasan merek, dan kecintaan merek terhadap loyalitas merek, serta untuk mengetahui peran kecintaan merek sebagai mediator antara pengalaman merek dan kepuasaan merek terhadap loyalitas merek. Sampel total yang terkumpul sebanyak 312 responden pelanggan produk susu cair dalam bungkusan di Jakarta yang dilakukan pada November 2023. Sampel didapatkan melalui penyebaran kuesioner daring dengan metode non-probability sampling dan teknik pemilihan sampel, yaitu convenience sampling. Pengujian hipotesis pada penelitian dilakukan menggunakan Partial Least Square-Structural Equation Modelling (PLS-SEM). Hasil penelitian ini menunjukkan bahwa brand experience dan brand satisfaction berpengaruh positif dan signifikan terhadap brand loyalty dan brand love. Brand love berpengaruh positif dan signifikan terhadap brand loyalty. Selain itu, brand love dapat memediasi pengaruh brand experience dan brand satisfaction terhadap brand loyalty secara positif dan signifikan.
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