Open AccessPengaruh Citra Perusahaan Dan Kepuasan Pelanggan Terhadap Loyalitas Pelanggan Bengkel Mobil Sama Jaya Singaraja
Author(s) -
Ni Kadek Asri Sumartini,
Ni Nyoman Yulianthini
Publication year - 2021
Publication title -
bisma: jurnal manajemen/bisma
Language(s) - English
Resource type - Journals
eISSN - 2714-6782
pISSN - 2476-8782
DOI - 10.23887/bjm.v7i1.27755
Subject(s) - loyalty business model , nonprobability sampling , customer satisfaction , business , casual , business administration , customer retention , customer advocacy , marketing , loyalty , customer delight , advertising , service quality , service (business) , population , sociology , political science , demography , law
This study. aims to examine the. effect. of (1) Company.iImage. and customer satisfaction on. Customer. loyalty, (2) Company image on customer loyalty, and (3) Customer satisfaction on customer loyalty at Car Workshop Sama Jaya Singaraja. The research design is quantitative casual. The subjects in this study were customers at Sama Jaya Singaraja Car Workshop, while the object of this research was the company image, customer satisfaction, and customer loyalty. Sampling using purposive sampling method of 100 respondents. The. data. collection. method. is the survey. method, which is analyzed using multiple linear regression. The results of this study indicate that (1) Company image and customer satisfaction have a positive and significant effect on customer loyalty, (2) Company image has a positive and significant effect on customer loyalty, (3) Customer satisfaction has an influence positive and significant impact on customer loyalty of the Sama Jaya Singaraja Car Workshop.