The influence of customer relationship management, service quality and brand image, on customer loyalty of balqis laundry, tegal regency
DOI:
https://doi.org/10.35335/ijafibs.v12i4.323Keywords:
Brand image, Customer Loyalty, Customer relationship management, Service qualityAbstract
This study aims to determine and analyze the influence of Customer relationship management, service quality and brand image on customer loyalty. In an effort to obtain the required data, the method used is a Questionnaire. The data analysis technique of this study uses multiple regression analysis. The results of this study indicate that Customer relationship management has a positive effect on customer loyalty, where the better the implementation of customer relationship management, the higher the customer loyalty will be. Service quality has a positive effect on customer loyalty, where the better the service quality provided by employees and owners of Balqis Laundry, the higher the customer loyalty will be. Brand Image has a positive effect on customer loyalty, where the better the brand image owned by Balqis Laundry, the higher the customer loyalty will be
References
Albari, & Kartikasari, A. (2019). The Influence of Product Quality, Service Quality and Price on Customer Satisfaction and Loyalty. AJEFB - Asian Journal of Entrepreneurship and Family Business, III(01), 49–64.
Ariyani, F., & Kurniawan, M. Y. (2023). The Influence Of Brand Image On Customer Satisfaction And Customer Loyalty (Study In Padang Restaurant “Murah”). Jurnal Studi Manajemen Dan Bisnis, 9(2), 193–203. https://doi.org/10.21107/jsmb.v9i2.17577
Artyanto, C. I., & Sudrartono, T. (2024). Pengaruh Kualitas Pelayanan Terhadap Tingkat Loyalitas Pelanggan Pada Laundry Sekha Clean Cianjur. OIKOS: Jurnal Kajian Pendidikan Ekonomi Dan Ilmu Ekonomi, 8(2), 217–224.
Ayang, T., & Sugiat, M. (2021). Analisis Pengaruh Customer Relationship Management Terhadap Loyalitas Pelanggan Trzy Coffee Bogor. INOBIS: Jurnal Inovasi Bisnis Dan Manajemen Indonesia, 6(1), 46–57. https://doi.org/10.31842/jurnalinobis.v6i1.256
Chuenban, P., Sornsaruht, P., & Pimdee, P. (2021). How brand attitude, brand quality, and brand value affect Thai canned tuna consumer brand loyalty. Heliyon, 7(21), 1–9. https://doi.org/10.1016/j.heliyon.2021.e06301
Dam, S. M., & Dam, T. C. (2021). Relationships between service quality, brand image, customer satisfaction, and customer loyalty. The Journal of Asian Finance, Economics and Business, 8(3), 585–593. https://doi.org/10.13106/jafeb.2021.vol8.no3.0585
Diputra, I. G. N. A. W. M., & Yasa, N. N. K. (2021). The influence of product quality, brand image, brand trust on customer satisfaction and loyalty. American International Journal of Business Management, 4(1), 25–34. https://www.aijbm.com/wp-content/uploads/2021/01/E412534.pdf
Ghozali, I. (2018). Aplikasi Analisis Multivariate dengan Program IBM SPSS 25. (Edisi 9). Semarang: Badan Penerbit Universitas Diponegoro.
Ghozali, I. (2021). Aplikasi Analisis Multivariate dengan Program IBM SPSS 26. BP. UNDIP.
Guo, B., & Wang, D. (2024). Will online shopping lead to more brand loyalty than offline shopping? The role of uncertainty avoidance. Journal of Marketing Research, 61(1), 92–109. https://doi.org/10.1177/00222437231153075
Imasari, K., & Nursalin, K. K. (2019). Pengaruh Customer Relationship Management Terhadap Loyalitas Pelanggan Pada PT BCA Tbk. Fokus Ekonomi, 1(1), 183–192.
Khotimah, K., Fitria, L., Rafki, R., Oktarina, Y., Nofriadi, N., Yani, A., & Ali, H. (2024). The Influence of Online Marketing, Brand Image and Purchase Decision on Customer Loyalty. 5(3), 655–661.
Kotler, P., & Armstrong, G. (2020). Principles of Marketing (14e ed.). PearsonEducation Ltd.
Kotler, Philip, & Armstrong, G. (2021). Dasar-dasar Pemasaran Jilid 1. PT. Indeks.
Leijerholta, U., Biedenbacha, G., & Hultén, P. (2022). Internal brand management in the public sector: theeffects of internal communication, organizationalpractices, and PSM on employees’ brand perceptions. Public Management Review, 24(3), 442–465. https://doi.org/10.1080/14719037.2020.1834607
Lupiyoadi, R. (2019). Manajemen Pemasaran Jasa Berbasis Kompetensi. Salemba Empat.
Natanael, S. (2019). Pengaruh Service Quality, Brand Image Terhadap Brand Loyalty Dengan Brand Trust Sebagai Mediasi. Jurnal Manajemen Bisnis Dan Kewirausahaan, 3(3), 39–46. https://doi.org/10.24912/jmbk.v3i3.4975
Nugroho, H. S., Edris, M., & Sutono. (2023). Analysis of the Influence of Product Quality, Service Quality and Company Image on Customer Loyalty through Customer Satisfaction as an Intervening Variable at PT BPR BKK Lasem (Perseroda). Journal of Finance and Business Digital, 2(3), 331–346. https://doi.org/10.55927/jfbd.v2i3.5964
Nurcahyo, R., Fitriyani, A., & Hudda, I. N. (2019). The influence of facility and service quality towards customer satisfaction and its impact on customer loyalty in Borobudur Hotel in Jakarta. Binus Business Review, 8(1), 23–29. https://doi.org/10.21512/bbr.v8i1.1790
Pratiwi, A. R., & Dermawan, D. A. (2021). Pengaruh Customer Relationship Management (CRM) terhadap Loyalitas Pelanggan dengan Kepuasan Pelanggan sebagai Variabel Intervening (Studi Pelanggan ShopeePay pada Aplikasi Shopee di Kota Surabaya). JEISBI: Journal of Emerging Information Systems and Business Intelligence, 02(03), 87–93. https://ejournal3.undip.ac.id/index.php/jiab/article/view/19126
Ramadhani, B. F., & Sigit, M. (2023). Analisis Kualitas Pelayanan, Brand Image, dan Kepuasan Pelanggan terhadap Loyalitas Pelanggan: Studi Kasus Pelanggan Indomaret di Kabupaten Sleman. Selekta Manajemen: Jurnal Mahasiswa Bisnis & Manajemen, 2(4), 226–237.
Rampengan, S. F. N., Tumbel, T., & Mukuan, D. (2023). Pengaruh Kualitas Pelayanan dan Kepuasan Konsumen Terhadap Loyalitas Konsumen pada Bar & Bar Ramen Cabang Sario Manado. Productivity, 4(5), 638–649.
Sabriana, D. A. (2022). Pengaruh Kualitas Pelayanan Dan Harga Terhadap Loyalitas Pelanggan Melaui Kepuasan Pelanggan Sebagai Variabel Intervening (Studi pada Laundry Starclean). Jurnal Ilmu Dan Riset Manajemen, 11(6), 1–17.
Savitri, C., Hurriyati, R., Wibowo, L. A., & Hendrayati, H. (2022). The role of social media marketing and brand image on smartphone purchase intention. International Journal of Data and Network Science, 6(1), 185–192. https://doi.org/10.5267/j.ijdns.2021.9.009
Setiadi, N. J. (2022). Perilaku Konsumen Konsep dan Implikasi untuk Strategi dan Penelitian Pemasaran. Kencana Prenada Media.
Sudarmin. (2023). Pengaruh Word Of Mouth Dan Citra Merek Terhadap Keputusan Pembelian Produk MS Glow. SOLUSI : Jurnal Ilmiah Bidang Ilmu Ekonomi, 21(3), 723–729.
Sugiarto, S. (2021). Pengaruh Customer Relationship Marketing (CRM) dan Kualitas Pelayanan Pelanggan Terhadap Kepuasan Pelanggan dan Dampaknya Pada Loyalitas Pelanggan PT Ping Loka Distriniaga Purworejo. Prodi Manajemen, STIE Putra Bangsa Kebumen, 2(1), 1–6.
Supriyanto, A., Wiyono, B. B., & Burhanuddin, B. (2021). Effects of service quality and customer satisfaction on loyalty of bank customers. Cogent Business & Management, 8(1). https://doi.org/10.1080/23311975.2021.1937847
Tahir, A. H., Adnan, M., & Saeed, Z. (2024). The impact of brand image on customer satisfaction and brand loyalty: A systematic literature review. Heliyon, 10(16), 1–10. https://doi.org/10.1016/j.heliyon.2024.e36254
Tjiptono, F., & Chandra, G. (2020). Service, Quality, Dan Satisfaction. Andi.
Wicaksono, P. U. (2022). Analisis Pengaruh Kualitas Produk, Persepsi Harga, Promosi Terhadap Citra Merek Dan Minat Beli Serta Dampaknya Pada Keputusan Pembelian Kartu Perdana Xl Axiata Di Semarang. Diponegoro Journal Of Management, Vol 6 (2), Hlm. 1-11.
Xu, J. (Bill), Prayag, G., & Song, H. (2022). The effects of consumer brand authenticity, brand image, and age on brand loyalty in time-honored restaurants: findings from SEM and fsQCA. International Journal of Hospitality Management, 107. https://doi.org/10.1016/j.ijhm.2022.103340
Yudhistira, D. A., & Shihab, M. S. (2023). the Influence of Brand Image and Brand Performance on the Brand Loyalty Uniqlo. Indonesian Interdisciplinary Journal of Sharia Economics (IIJSE), 6(2), 2621–606.
Downloads
Published
How to Cite
Issue
Section
License
Copyright (c) 2025 International Journal of Applied Finance and Business Studies
This work is licensed under a Creative Commons Attribution-NonCommercial 4.0 International License.
