Pengaruh Kualitas Layanan dan Citra Merek terhadap Kepuasan Pelanggan dan Niat Pembelian Sewa Kost di Singgahsini Mamikos

https://doi.org/10.35912/jakman.v5i4.3473
Published: Nov 12, 2024

Abstract:

Purpose: This study explores the impact of service quality and brand image on customer satisfaction and rental purchase intention among Singgahini Mamikos users.

Research Methodology: Convenience sampling was used to collect data from 200 Mamikos users who were looking for boarding houses in Jogja and Jakarta over the past six months. The analysis was conducted using Structural Equation Modelling (SEM) with AMOS to assess the relationships between variables.

Results: The SEM analysis shows that service quality and brand image significantly and positively affect customer satisfaction and rental purchase intention. These results suggest that improving these factors can increase customer satisfaction and the likelihood of rental transactions.

Limitations: This study's reliance on convenience sampling and focus on only two cities may limit the generalizability of the findings to broader populations or different geographic areas.

Contribution: This study contributes to the understanding of how service quality and brand image drive customer satisfaction and purchase intention in the digital rental property market, thereby providing valuable insights for developing targeted business strategies.

Keywords:
1. brand image
2. customer satisfaction
3. Service quality
4. purchase intention
5. digital platform
Authors:
1 . Dwi Asih Anggetha
2 . Albari Albari
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How to Cite
Anggetha, D. A. ., & Albari, A. (2024). Pengaruh Kualitas Layanan dan Citra Merek terhadap Kepuasan Pelanggan dan Niat Pembelian Sewa Kost di Singgahsini Mamikos . Jurnal Akuntansi, Keuangan, Dan Manajemen, 5(4), 543–551. https://doi.org/10.35912/jakman.v5i4.3473
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Issue & Section
Vol. 5 No. 4 (2024): September
Articles
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References

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    Ariyanti, K., & Fachrodji, A. (2021). The Influence of Location, Product Quality, and Service Quality on Customer Loyalty with Purchase Intention as Intervening Variable. Dinasti International Journal of Digital Business Management, 3(1), 42-53.

    Budiarno, B., Udayana, I. B. N., & Lukitaningsih, A. (2022). Pengaruh kualitas layanan, kualitas produk terhadap kepuasan pelanggan dalam membentuk loyalitas pelanggan. Equilibrium: Jurnal Penelitian Pendidikan Dan Ekonomi, 19(02), 226-233.

    Cahyani, E. N., & Fitriyani, E. (2021). Analisis Instagram Sebagai Social Media Marketing Di Industri Perhotelan. Jurnal Ilmiah Hospitality, 10(1), 29-46.

    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.

    Dwita, F., Sudiantini, D., Agustine, L., Sedyoningsih, Y., & Channa, K. (2023). The Effect of Moment of Truth, Service Quality and Customer Satisfaction on Customer Loyalty. Journal of Economics, Finance and Management Studies, 6(01), 137-145.

    Gazi, M. A. I., Al Mamun, A., Al Masud, A., Senathirajah, A. R. b. S., & Rahman, T. (2024). The relationship between CRM, knowledge management, organization commitment, customer profitability and customer loyalty in telecommunication industry: The mediating role of customer satisfaction and the moderating role of brand image. Journal of Open Innovation: Technology, Market, and Complexity, 10(1), 100227.

    Ghofur, A. (2021). Pengaruh Citra Merek dan Kepercayaan Merek Terhadap Loyalitas Merek Sego Njamoer (Studi pada Gerai Sego Njamoer Foodcourt Royal Plaza Surabaya). Jurnal E-Bis, 5(2), 380-394.

    Gunardi, C. G., & Erdiansyah, R. (2019). Pengaruh Citra Merek dan Kualitas Pelayanan terhadap Kepuasan Pelanggan Restoran Mangkok Ku. Prologia, 3(2), 456-463.

    Hardiansyah, R., & Akbar, A. Z. (2024). The Impact of Brand Image and Customer Satisfaction on Indomaret Customer Loyalty in Sumbawa City. JURNAL CAFETARIA, 5(1), 51-56.

    Hasan, G., & Huang, F. (2023). The Influence of Service Quality on Purchase Intention Mediated by Brand Awareness in Healthy Food Culinary. European Journal of Science, Innovation and Technology, 3(5), 36-51.

    Iskandar, D., Nurmalina, R., & Riani, E. (2015). The effect of service, product quality, and perceived value on customer purchase intention and satisfaction. Indonesian Journal of Business and Entrepreneurship (IJBE), 1(2), 51-51.

    Japarianto, E. (2019). Pengaruh retail service quality terhadap minat berkunjung ulang mall di Surabaya melalui perceived quality dan customer satisfaction sebagai variabel intervening. Jurnal Manajemen Pemasaran, 13(1), 17-27.

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    Nabila, P. A., Indriyansyah, W. A., & Dwita, F. (2022). Influence Of Facility and Quality Of Service On Customer Loyalty Through Customer Satisfaction. Jurnal Nusantara Madani, 1(1), 39-48.

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    Saijunus, M., & Herawati, S. (2022). Pengaruh Brand Association terhadap Brand Loyalty yang dimediasi oleh Brand Trust Pengguna GoPay di Kabupaten Bandung Barat. Studi Ilmu Manajemen dan Organisasi, 3(1), 243-259.

    Saputro, E. P., & Setyaningrum, D. P. (2023). The Impact of Brand on Purchasing Decisions. International Journal of Management Science and Information Technology, 3(1), 30-38.

    Sun’an, M., Soleman, M. M., & Nurlaila, N. (2024). Tingkat Kepuasan Masyarakat dalam Pelayanan Kesehatan di Provinsi Maluku Utara: Studi Kasus RSUD. Chasan Boesoiri. Studi Ilmu Manajemen dan Organisasi, 5(2), 285-296.

    Supriyadi, S., Wiyani, W., & Nugraha, G. I. K. (2017). Pengaruh kualitas produk dan brand image terhadap keputusan pembelian. Jurnal Bisnis Dan Manajemen, 4(1).

    Widayat, W., & Purwanto, H. (2020). Pengaruh kualitas pelayanan, harga, keberagaman produk, suasana toko dan lokasi terhadap minat beli konsumen di Pasar Tradisional Wonosobo. Journal of Economic, Business and Engineering (JEBE), 2(1), 123-132.

    Widyanto, W., & Sarkum, S. (2024). Pengaruh Kualitas Pelayanan terhadap Kepuasan Pelanggan PT. XYZ di Kota Medan. JAMAK: Jurnal Aplikatif Manajemen Akuntansi dan Kewirausahaan, 1(2), 73-79.

    Wijayajaya, H. R., & Astuti, S. T. (2018). The Effect of trust and brand image to repurchase intention in online shopping. KnE Social Sciences, 915–928-915–928.

  1. Alifia, H. R. (2022). Effects Of Product Quality, Service Quality, Price, Familiarity, Reputation, And Application Quality On Shopee Users’ Purchase Intention.
  2. Ariyanti, K., & Fachrodji, A. (2021). The Influence of Location, Product Quality, and Service Quality on Customer Loyalty with Purchase Intention as Intervening Variable. Dinasti International Journal of Digital Business Management, 3(1), 42-53.
  3. Budiarno, B., Udayana, I. B. N., & Lukitaningsih, A. (2022). Pengaruh kualitas layanan, kualitas produk terhadap kepuasan pelanggan dalam membentuk loyalitas pelanggan. Equilibrium: Jurnal Penelitian Pendidikan Dan Ekonomi, 19(02), 226-233.
  4. Cahyani, E. N., & Fitriyani, E. (2021). Analisis Instagram Sebagai Social Media Marketing Di Industri Perhotelan. Jurnal Ilmiah Hospitality, 10(1), 29-46.
  5. 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.
  6. Dwita, F., Sudiantini, D., Agustine, L., Sedyoningsih, Y., & Channa, K. (2023). The Effect of Moment of Truth, Service Quality and Customer Satisfaction on Customer Loyalty. Journal of Economics, Finance and Management Studies, 6(01), 137-145.
  7. Gazi, M. A. I., Al Mamun, A., Al Masud, A., Senathirajah, A. R. b. S., & Rahman, T. (2024). The relationship between CRM, knowledge management, organization commitment, customer profitability and customer loyalty in telecommunication industry: The mediating role of customer satisfaction and the moderating role of brand image. Journal of Open Innovation: Technology, Market, and Complexity, 10(1), 100227.
  8. Ghofur, A. (2021). Pengaruh Citra Merek dan Kepercayaan Merek Terhadap Loyalitas Merek Sego Njamoer (Studi pada Gerai Sego Njamoer Foodcourt Royal Plaza Surabaya). Jurnal E-Bis, 5(2), 380-394.
  9. Gunardi, C. G., & Erdiansyah, R. (2019). Pengaruh Citra Merek dan Kualitas Pelayanan terhadap Kepuasan Pelanggan Restoran Mangkok Ku. Prologia, 3(2), 456-463.
  10. Hardiansyah, R., & Akbar, A. Z. (2024). The Impact of Brand Image and Customer Satisfaction on Indomaret Customer Loyalty in Sumbawa City. JURNAL CAFETARIA, 5(1), 51-56.
  11. Hasan, G., & Huang, F. (2023). The Influence of Service Quality on Purchase Intention Mediated by Brand Awareness in Healthy Food Culinary. European Journal of Science, Innovation and Technology, 3(5), 36-51.
  12. Iskandar, D., Nurmalina, R., & Riani, E. (2015). The effect of service, product quality, and perceived value on customer purchase intention and satisfaction. Indonesian Journal of Business and Entrepreneurship (IJBE), 1(2), 51-51.
  13. Japarianto, E. (2019). Pengaruh retail service quality terhadap minat berkunjung ulang mall di Surabaya melalui perceived quality dan customer satisfaction sebagai variabel intervening. Jurnal Manajemen Pemasaran, 13(1), 17-27.
  14. Jufrizen, J., Daulay, R., Sari, M., & Nasution, M. I. (2020). Model Empiris Peningkatan Kepuasan Dan Niat Beli Konsumen Dalam Pemilihan Online Shop Instagram. Mix Jurnal Ilmiah Manajemen, 10(2), 249.
  15. Kunz, W. H., & Hogreve, J. (2011). Toward a deeper understanding of service marketing: The past, the present, and the future. International Journal of Research in Marketing, 28(3), 231-247.
  16. Lael, M. S. H., & Putra, H. B. (2023). Pengaruh Citra Merek, Nilai, Harga, Dan Kepercayaan Pada Niat Pembelian Melalui Aplikasi Shopee Food Di Kota Semarang Pasca Covid-19. Management Studies and Entrepreneurship Journal (MSEJ), 4(6), 8092-8101.
  17. Lestari, Y., & Hayuningtias, K. A. (2023). Pengaruh Kualitas Produk, Citra Merek Dan Celebrity Endorser Terhadap Minat Beli (Studi kasus pada pengguna produk wardah kosmetik di Kota Kendal). Jurnal Media Wahana Ekonomika, 20(2), 421-432.
  18. Lumeno, M., & Yusrin, N. A. (2024). Pengaruh Viscap Brand Ambassador dan Loyalitas Penggemar terhadap Brand Image Scarlett di Media Sosial Tiktok. Studi Ilmu Manajemen dan Organisasi, 5(1), 55-76.
  19. Nabila, P. A., Indriyansyah, W. A., & Dwita, F. (2022). Influence Of Facility and Quality Of Service On Customer Loyalty Through Customer Satisfaction. Jurnal Nusantara Madani, 1(1), 39-48.
  20. Rahmasari, S. (2023). Strategi Adaptasi Bisnis di Era Digital: Menavigasi Perubahan dan Meningkatkan Keberhasilan Organisasi. Karimah Tauhid, 2(3), 622-637.
  21. Rahmi, D. T., & Nizam, A. (2017). Pengaruh citra merek terhadap niat pembelian tiket pesawat secara online pada konsumen traveloka. com dengan kepercayaan sebagai variabel mediasi. Jurnal Ilmiah Mahasiswa Ekonomi Manajemen, 2(3).
  22. Saijunus, M., & Herawati, S. (2022). Pengaruh Brand Association terhadap Brand Loyalty yang dimediasi oleh Brand Trust Pengguna GoPay di Kabupaten Bandung Barat. Studi Ilmu Manajemen dan Organisasi, 3(1), 243-259.
  23. Saputro, E. P., & Setyaningrum, D. P. (2023). The Impact of Brand on Purchasing Decisions. International Journal of Management Science and Information Technology, 3(1), 30-38.
  24. Sun’an, M., Soleman, M. M., & Nurlaila, N. (2024). Tingkat Kepuasan Masyarakat dalam Pelayanan Kesehatan di Provinsi Maluku Utara: Studi Kasus RSUD. Chasan Boesoiri. Studi Ilmu Manajemen dan Organisasi, 5(2), 285-296.
  25. Supriyadi, S., Wiyani, W., & Nugraha, G. I. K. (2017). Pengaruh kualitas produk dan brand image terhadap keputusan pembelian. Jurnal Bisnis Dan Manajemen, 4(1).
  26. Widayat, W., & Purwanto, H. (2020). Pengaruh kualitas pelayanan, harga, keberagaman produk, suasana toko dan lokasi terhadap minat beli konsumen di Pasar Tradisional Wonosobo. Journal of Economic, Business and Engineering (JEBE), 2(1), 123-132.
  27. Widyanto, W., & Sarkum, S. (2024). Pengaruh Kualitas Pelayanan terhadap Kepuasan Pelanggan PT. XYZ di Kota Medan. JAMAK: Jurnal Aplikatif Manajemen Akuntansi dan Kewirausahaan, 1(2), 73-79.
  28. Wijayajaya, H. R., & Astuti, S. T. (2018). The Effect of trust and brand image to repurchase intention in online shopping. KnE Social Sciences, 915–928-915–928.