PENGARUH BRAND AWARENESS, BRAND POSITIONING, DAN BRAND IMAGE TERHADAP LOYALITAS DENGAN BRAND SATISFACTION SEBAGAI VARIABEL INTERVENING

Abstract

Abstract. This study aims to determine the effect of brand awareness, brand positioning, and brand image on loyalty through brand satisfaction as an intervening variable. An online questionnaire was conducted on 120 Chatime consumers in Bandung using accidental sampling technique. This study uses a quantitative approach and Structural Equation Modeling-Partial Least Square (SEM-PLS) in analyzing data. The results showed that brand awareness and brand positioning had a positive but not significant effect on brand satisfaction, while brand image had a positive and significant effect on brand satisfaction. Brand satisfaction had a positive and significant effect on loyalty. Brand satisfaction cannot mediate the relationship between brand awareness and loyalty and brand positioning and loyalty, however it can mediate the relationship between brand image and loyalty. Abstrak. Penelitian ini bertujuan untuk mengetahui pengaruh brand awareness, brand positioning, dan brand image terhadap loyalitas melalui brand satisfaction sebagai variabel intervening. Kuesioner online dilakukan terhadap 120 konsumen Chatime di Kota Bandung menggunakan teknik accidental sampling. Penelitian ini dilakukan menggunakan pendekatan kuantitatif dan Structural Equation Modeling-Partial Least Square (SEM-PLS) untuk menganalisa data. Hasil penelitian menunjukkan bahwa brand awareness dan brand positioning memiliki pengaruh yang positif namun tidak signifikan terhadap brand satisfaction, sementara brand image memiliki pengaruh yang positif dan signifikan terhadap brand satisfaction. Brand Satisfaction memiliki pengaruh yang positif dan signifikan terhadap loyalitas. Brand satisfaction tidak dapat memediasi hubungan antara brand aweraness dan loyalitas dan brand positioning dan loyalitas, namun dapat memediasi hubungan antara brand image dan loyalitas.