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Industrial cosmetics growth has increased every year. This situation makes a tight competition among the Cosmetic companies. Cosmetic companies try to create customer loyalty so they could sustain their business. Prior studies have examined variables that affect customer loyalty, yet only few studies have examined the effect of brand image, brand love and customer engagement in creating customer loyalty. This study aims to determine the effect of brand image, brand love, and customer engagement on customer loyalty of consumer Wardah Cosmetics in Malang. This study was explanatory with a quantitative approach and survey methode conducted on 150 respondents in Malang. Nonporbability sampling with purposive sampling technique was used. Data analysis process used by Partial Least Square (PLS). Results reveal that brand image and brand love has simultaneously significant effect on customer engagement. Brand love has significant effect on customer loyalty while brand image has no significant effect on customer loyalty. Customer engagement was also found to act as a mediator in this study. The results also reveal that customer engagement influences customer loyalty. The results of this study can prove helpful to practitioners about enhancing loyalty in their company based on brand image, brand love and customer engagement. The result of the research can also be a reference for future research.

The objective of this study is to assess the role of tourist motivation and demographic factors in influencing tourist loyalty toward cultural creative attractions. This study uses self-administere...

This study aims to validate the dimensions of customer engagement and explore the effect of service fairness, customer trust and customer engagement on customer loyalty. The results imply t...

PurposeThe purpose of this paper is to explore the structural relationship between experiential loyalty and its seven drivers – interaction quality, physical environment quality, outcome quality, affective quality, experiential quality, experiential trust and experiential satisfaction in the context of Islamic banks.Design/methodology/approachThe data used in this study were based on a convenience sample of 474 respondents from Jakarta, Bogor and Depok in Indonesia.FindingsInteraction quality, physical environment quality and outcome quality positively influence experiential quality, which in turn, leads to experiential trust. Also, experiential trust has a positive influence on experiential satisfaction. Both experiential trust and experiential satisfaction are determinants of experiential loyalty.Practical implicationsThe results will assist Islamic bank management in developing and implementing market-orientated service strategies to increase interaction quality, physical environment quality, outcome quality, affective quality experiential quality, experiential trust and experiential satisfaction in order to increase experiential loyalty.Originality/valueThis paper provides data that result in a better understanding of the relationships among interaction quality, physical environment quality, outcome quality, affective quality, experiential quality, experiential trust, experiential satisfaction and experiential loyalty in the context of Islamic banks.

This study examines the effect of service quality and brand image on customer loyalty mediated by perceived value. The research surveyed 120 Uber users in DKI Jakarta, through an online questionnaire. Research data were analyzed with Partial Least Square operated through SmartPLS program. The results of the analysis show that perceived value mediates the relationship between service quality and customer loyalty fully, and perceived value mediates the relationship between brand image and customer loyalty partially. Conclusions and implications for the academic and managerial interests of these findings are discussed in this paper.

This paper examines the shopping destination image model incorporating three image dimensions, cognitive, affective, and conative, with regards to shoppers and frontline retail employees. The results verify the relevance of the shopping destination image model to shopper and retail employee sample. The cognitive image and affective image components are important drivers of conative with respect to both shoppers and retail employees. Furthermore, this study shows that the differences between shoppers and retail employees on the associations among the image dimensions are insignificant. The conceptual and managerial implications of these findings are reviewed.

This study aims to validate the dimensions of sharia experience quality and to determine the effect of sharia experience quality on customer loyalty by customer satisfaction as mediation variable. The sample technique of this study was a purposive sampling of 150 respondents who conducted financing at Islamic banks. SEM-PLS is used to test hypotheses. The results of the second order evaluation show that integration quality, physical environment quality, outcome quality, compliance sharia knowledge, and responsive religious experience had strong effects on sharia experience quality. Sharia experience quality had a significant effect on customer loyalty and customer satisfaction as a partial mediation of sharia experience quality on customer loyalty.

Purpose This paper aims to explore the dimensions of experience quality in the area of Indonesia casual dining restaurant. Furthermore, this study scrutinizes the interrelationships among experience quality, customer satisfaction, restaurant image, brand engagement and customer loyalty in Indonesia’s casual dining restaurant industry. Design/methodology/approach To achieve the research objectives, two consecutive studies were conducted. The first study was an exploratory study involving two focus group discussions and survey with self-administered questionnaires. The second study was an explanatory study, in which data were collected through self-administered questionnaires. A total of 405 respondents participated in this study. In the first study, the collected data were analysed by exploratory factor analysis, while partial least squares was used in the second study. Findings The result of exploratory factor analysis indicated that casual dining experience quality has four dimensions, namely, food aspects, interaction quality, physical environment and service outcome. This study also tests the interrelationship between experience quality and customer loyalty, customer satisfaction, restaurant image and brand engagement. The hypothesis testing shows that food aspect and interaction quality significantly affect customer satisfaction and restaurant image. Furthermore, customer satisfaction, restaurant image and customer engagement are noted as the antecedents of customer loyalty. Originality/value This study explores the dimension of Indonesian casual dining experience, and it proves that the casual dining experience construct based on Indonesian perspectives consists of four dimensions. Moreover, this study builds a comprehensive model to explain the interrelationship among experience quality, restaurant image, customer satisfaction, brand engagement and customer loyalty in the perspective of Indonesian casual dining restaurant.

This research is motivated by the opportunity to start a business by looking at opportunities among drinks-fruit drinks that have been known among the community. Marketers are required to build brand identity, brand image, perceived quality of loyalty both directly and indirectly with the level of customer satisfaction as a mediation variable on Fresh Juice Bintaro. Type of research conducted using explanatory research with survey method. The sample was 127 respondents with proportionate random sampling technique — an analytical method using PLS SEM with PLS warp software. The research instrument test included an inner model test, outer model, path diagram conversion, estimation, goodness of fit and hypothesis tester (Resampling Bootstrapping). Test the hypothesis directly using t-test. The result of the analysis shows that brand identity has no positive and significant effect on customer satisfaction and customer loyalty, brand image has a positive and significant impact on customer satisfaction and customer loyalty. Perceived value also has a positive and significant effect on customer satisfaction and customer loyalty. And customer satisfaction also has a positive and significant effect on customer loyalty.

This study aims to determine the effect of event awareness, event quality and event image on visitor revisit intention of a regular event. One hundred and seventy three respondents participated in this study. Multiple regression was employed to analyse the data. The finding shows that the image of an event plays an important role in enhancing the intention of visitors to revisit a regular event. The positive event image, will lead to the higher visitor's intention to revisit the event. This finding contributes to both theoretical and practical perspectives. For theoretical standpoint, this result supports previous studies that found the importance of event image in creating revisit intention. For practical perspective, this study can be used by an event organizer to create a strategy to increase the number of visitors on the local regular event.

This study analyzed the influence of relational benefits and perceived value in increasing customer trust and loyalty. This study used the data of 130 questionnaires with purposive sampling as the sampling method performed on Miracle Aesthetic beauty clinic in Malang. The population was all customers of Miracle Clinic who were currently in Miracle Clinic. The data analysis instrument was Structural Equation Modeling (SEM) on program SmartPLS version 2.0. The analysis result showed that relational benefits had the highest influence on trust and loyalty. Perceived value influenced the increase of customer trust and loyalty. In this study, trust also increased customer loyalty and increase the influence of relational benefits on loyalty and perceived value on loyalty partially. Loyal customer contributed to Miracle by performing indirect marketing through word of mouth. Then, customers made Miracle Clinic in Malang their main preference in beauty service. The managerial implication suggested by this study is emphasizing on the implementation of relational benefits and increasing perceived value of old and new customers so that the customers trust the company more and be loyal. DOI : https://doi.org/10.26905/jbm.v5i1.2317

This study aims to investigate the dimensions of hierarchical service quality in the area of the banking sector as well as to determine its relationships with other constructs, namely corpo-rate image and customer loyalty. One hundred and eleven respondents participated in this study. Partial Least Squares were employed to analyse the data. The inner and outer model evaluations showed that the proposed model was robust. This study found that the interaction quality, outcome quality and physical quality were the dimensions of service quality which were formed in the hierarchical model. In addition, this study indicated that service quality was a robust determinant of corporate image and customer loyalty in the banking sector. Similar to service quality, corporate image was also found to be an essential predictor of customer loyalty as well as the mediator between service quality and customer loyalty. To enhance the under-standing of service quality in the banking sector, further studies might add additional constructs such as brand engagement, perceived value, and customer experience.Keywords: service quality, image, loyalty, bank

Event industry currently is considered as one of interesting business opportunity in contributing major positive economic impact. Event could be categorized into some activities conducted by an event management or event organizer in the case of achieving some specific outcomes. An event is also recognized as an essential marketing tool in branding of particular destination. It has a powerful function to make a differentiation between one destination and others. This study aims to establish a theoretical event brand equity for which the key components of the brand equity were evaluated from visitor perspective in the tourism context. Brand equity is constructed by four multidimensions which are event brand awareness (EBA), event brand image (EBI), event brand quality (EBQ), and event revisit intention (ERI). By using convenience sampling, 205 visitors of Ijen Car Free Day (ICFD) as the event object were used as respondents to obtain the data. This study uses Partial Least Square (PLS) to analyze the data both in outer model and inner model measurements. The finding of this study indicate that EBA has positive and significant influence to EBI, EBQ, and ERI. Then, EBI is also proven giving positive and significant influence to EBQ and ERI. In contrary, EBQ does not show significant influence to ERI. The significance movement of this study could be useful measurement in assessing event brand equity management in the future.

Hotels, like other organizations, are constantly seeking to increase productivity; however, achieving this can be more challenging for service sectors organizations. Developing and maintaining a positive level of Organizational Social Capital (OSC)—an organizations soft asset—is said to be a productivity enhancement strategy; therefore, measuring and monitoring OSC is important. This research presents the New Zealand hotel industry's first measurement of OSC level. This is the initial stage within a longitudinal study to understand how OSC impacts productivity. A total of 509 employees from 31 hotels participated in this research, with the major finding and concern being the low level of OSC.

This study aims to investigate the importance of event image in creating visitor revisit intention of a regular event. A covariance based SEM with a confirmatory factor analysis was employed to analyse the data. Two hundred and five respondents participated in this study were recruited by using convenience sampling method. The results show that event image plays an important role in creating visitor revisit intention of a regular event. In addition to its direct effect on revisit intention, event image was also found to have a full mediating effect on the relationship between event awareness and visitor revisit intention. Upon the completion of hypotheses testing, this study contributes to both theoretical and practical perspectives. For theoretical standpoint, this study provides an insight about the importance of event image in the area of destination branding. For practical perspective, this study provides an input for event organizers or city council in creating a positive image for a regular event in order to enhance visitor loyalty. DOI: 10.5901/mjss.2015.v6n6s4p28