Dampak Brand Image dan Customer Experience terhadap Customer Satisfaction (Studi Pada Penonton Bioskop XXI di Surabaya)
DOI:
https://doi.org/10.26740/jim.v8n3.p1050-1059Keywords:
brand image, cinema, consumer experience, customer satisfaction.Abstract
The pressures from such high activity will cause tension, fatigue, fatigue, and stress. Currently, the cinema industry has a promising market, shown by people who have high enthusiasm to watch in the cinema. The impact of brand image and consumer experience on cinema consumer satisfaction is an interesting topic to study. This research was intended to investigate and analyze the influence of brand image and customer experience with the satisfaction of cinema viewers in XXI Surabaya. The purposive sampling method was used through the judgmental sampling method for 50 samples. The hypothesis is tested through multiple linear regression analysis. The results of the first tested hypothesis were found that the brand image variable positively and significantly affected the satisfaction of XXI cinema viewers. The results of the second hypothesis test show that the customer experience variable has a positive and significant effect on customer satisfaction watching at the XXI cinema.
References
Budiyanto, A. (2018). Pengaruh Persepsi Harga, Kualitas Layanan dan Brand Image terhadap Tingkat Kepuasan Konsumen di PT. Yerry Primatama Hosindo. Jurnal Pemasaran Kompetitif, 1(3), 7180.
Chandra, S. (2014). The Impact of Customer Experience toward Customer Satisfaction and Loyalty of Ciputra World Surabaya. IBuss Management, 2(2), 111.
databoks.katadata.co.id. (2018). Jumlah Penonton Bioskop 2018 Ditargetkan Tembus 50 Juta. (https://databoks.katadata.co.id/datapublish/2018/12/26/jumlah-penonton-bioskop-2018-ditargerkan-tembus-50-juta, diakses 9 September 2019).
Ehsan Malik, M., Mudasar Ghafoor, M., & Kashif Iqbal, H. (2012). Impact of Brand Image, Service Quality and price on customer satisfaction in Pakistan Telecommunication sector. International Journal of Business and Social Science, 3(23), 123129.
Engel F, J. et al. (1994). Perilaku Konsumen jilid 2. Jakarta: Binarupa Aksara.
Filmindonesia.or.id. (2017). Perkembangan Jumlah Bioskop Di Indonesia. (http://filmindonesia.or.id/article/kaleidoskop-2017-bioskop-yang-belum-ramah-bagi-semuatahun-2017-bioskop-yang-belum-ramah-bagi-semua#.XqT8AGgzbDc, diakses tanggal 2 September 2019)
Folley, J. (2006). Balance Brand: How To Balance The Stakeholder Forces That Can Make Or Break Your Business. San Fransisco: Jossey-Bass.
Kotler, P. & G. A. (2008). Prinsip-Prinsip Pemasaran. (B. Sabran, Ed.) (Jilid I Ed). Jakarta: Erlangga.
Mantala, R. (2016). Pengaruh Customer Experience terhadap Customer Satisfaction pada Pengguna Smartphone Android (Studi pada Mahasiswa Politeknik Negeri Banjarmasin), Jurnal Wawasan Manajemen, 4(2), 153164.
Mulyono, S. H., & A, I. T. D. M. B. (2018). Pengaruh Customer Experience terhadap Customer Satisfaction di Tokopedia. e-Proceeding of Management, 5(2), 18431848.
Prastiyani, I., Paramita, P. D., & Fathoni, A. (2016). Pengaruh Word Of Mouth, Brand Image, Service Quality Terhadap Customer Satisfaction Di SPBU 44.513.20 Campurejo Boja. Journal Of Management, 2(2), 120.
Rahmatul Hadi. (2017). Perancangan Bioskop di Kota Pontianak dengan Fasilitas Pendukung yang Rekreatif. Jurnal Mahasiswa Arsitektur Untan.
Setyowati, E. (2016). Pengaruh Kualitas Pelayanan, Harga, dan Citra Merek terhadap Loyalitas Pelanggan dengan Kepuasan Pelanggan sebagai Variabel Pemediasi. Jurnal Ekonomi Manajemen Sumber Daya Vol. 18, No. 2, Desember 2016, 102112.
Sondakh, C. (2014). Loyalitas Nasabah Tabungan (Studi Pada Nasabah Taplus BNI Cabang Manado). Jurnal Riset Bisnis Dan Manajemen Vol.3 ,No.1, 1932.
thejakartapost.com. (2014). First XXI cineplex closes after 10 years. (https://www.thejakartapost.com/news/2014/07/02/first-xxi-cineplex-closes-after-10-years.html#:~:text=The%20pioneering%20Studio%20XXI%20cinema,entertaining%20moviegoers%20for%2010%20years, diakses 13 Oktober 2019)
Tjiptono, F., Arli, D., & Rosari, T. S. D. R. (2015). Assessing brand origin recognition accuracy and its antecedents in a developing country. Journal of Promotion Management, 21(6), 631-648.
Tjiptono. (2001). Manajemen Pemasaran dan Analisa Perilaku Konsumen. Yogyakarta: BPFE.
Venkat, R. (2007). Impact of Customer Experience on Satisfaction, Brand Image and Loyalty: A Study In A Business-To-Business Context. ASAC, 101114.
Chandra, S. (2014). The Impact of Customer Experience toward Customer Satisfaction and Loyalty of Ciputra World Surabaya. IBuss Management, 2(2), 111.
databoks.katadata.co.id. (2018). Jumlah Penonton Bioskop 2018 Ditargetkan Tembus 50 Juta. (https://databoks.katadata.co.id/datapublish/2018/12/26/jumlah-penonton-bioskop-2018-ditargerkan-tembus-50-juta, diakses 9 September 2019).
Ehsan Malik, M., Mudasar Ghafoor, M., & Kashif Iqbal, H. (2012). Impact of Brand Image, Service Quality and price on customer satisfaction in Pakistan Telecommunication sector. International Journal of Business and Social Science, 3(23), 123129.
Engel F, J. et al. (1994). Perilaku Konsumen jilid 2. Jakarta: Binarupa Aksara.
Filmindonesia.or.id. (2017). Perkembangan Jumlah Bioskop Di Indonesia. (http://filmindonesia.or.id/article/kaleidoskop-2017-bioskop-yang-belum-ramah-bagi-semuatahun-2017-bioskop-yang-belum-ramah-bagi-semua#.XqT8AGgzbDc, diakses tanggal 2 September 2019)
Folley, J. (2006). Balance Brand: How To Balance The Stakeholder Forces That Can Make Or Break Your Business. San Fransisco: Jossey-Bass.
Kotler, P. & G. A. (2008). Prinsip-Prinsip Pemasaran. (B. Sabran, Ed.) (Jilid I Ed). Jakarta: Erlangga.
Mantala, R. (2016). Pengaruh Customer Experience terhadap Customer Satisfaction pada Pengguna Smartphone Android (Studi pada Mahasiswa Politeknik Negeri Banjarmasin), Jurnal Wawasan Manajemen, 4(2), 153164.
Mulyono, S. H., & A, I. T. D. M. B. (2018). Pengaruh Customer Experience terhadap Customer Satisfaction di Tokopedia. e-Proceeding of Management, 5(2), 18431848.
Prastiyani, I., Paramita, P. D., & Fathoni, A. (2016). Pengaruh Word Of Mouth, Brand Image, Service Quality Terhadap Customer Satisfaction Di SPBU 44.513.20 Campurejo Boja. Journal Of Management, 2(2), 120.
Rahmatul Hadi. (2017). Perancangan Bioskop di Kota Pontianak dengan Fasilitas Pendukung yang Rekreatif. Jurnal Mahasiswa Arsitektur Untan.
Setyowati, E. (2016). Pengaruh Kualitas Pelayanan, Harga, dan Citra Merek terhadap Loyalitas Pelanggan dengan Kepuasan Pelanggan sebagai Variabel Pemediasi. Jurnal Ekonomi Manajemen Sumber Daya Vol. 18, No. 2, Desember 2016, 102112.
Sondakh, C. (2014). Loyalitas Nasabah Tabungan (Studi Pada Nasabah Taplus BNI Cabang Manado). Jurnal Riset Bisnis Dan Manajemen Vol.3 ,No.1, 1932.
thejakartapost.com. (2014). First XXI cineplex closes after 10 years. (https://www.thejakartapost.com/news/2014/07/02/first-xxi-cineplex-closes-after-10-years.html#:~:text=The%20pioneering%20Studio%20XXI%20cinema,entertaining%20moviegoers%20for%2010%20years, diakses 13 Oktober 2019)
Tjiptono, F., Arli, D., & Rosari, T. S. D. R. (2015). Assessing brand origin recognition accuracy and its antecedents in a developing country. Journal of Promotion Management, 21(6), 631-648.
Tjiptono. (2001). Manajemen Pemasaran dan Analisa Perilaku Konsumen. Yogyakarta: BPFE.
Venkat, R. (2007). Impact of Customer Experience on Satisfaction, Brand Image and Loyalty: A Study In A Business-To-Business Context. ASAC, 101114.
Downloads
Additional Files
Published
2020-07-19
How to Cite
Geraldi Yuda Pradipta, Y. (2020). Dampak Brand Image dan Customer Experience terhadap Customer Satisfaction (Studi Pada Penonton Bioskop XXI di Surabaya). Jurnal Ilmu Manajemen, 8(3), 1050–1059. https://doi.org/10.26740/jim.v8n3.p1050-1059
Issue
Section
Artikel
License
Authors who publish with this journal agree to the following terms:
- Authors retain copyright and grant the journal right of first publication with the work simultaneously licensed under a Creative Commons:Attribution-NonCommercial 4.0 International License that allows others to share the work with an acknowledgement of the work's authorship and initial publication in this journal.
- Authors are able to enter into separate, additional contractual arrangements for the non-exclusive distribution of the journal's published version of the work (e.g., post it to an institutional repository or publish it in a book), with an acknowledgement of its initial publication in this journal.
Abstract views: 520
,
PDF Downloads: 795
, PDF Downloads: 0
