ANALISIS PERAN EMOTIONAL BRANDING STRATEGY DALAM MENINGKATKAN LOYALITAS PENGUNJUNG PUSAT PERBELANJAAN
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https://doi.org/10.9744/pemasaran.17.2.90-100
Keywords:
brand loyalty, brand relationship quality, customer experience managementAbstract
Penelitian ini bertujuan untuk menguji pengaruh langsung brand experience terhadap brand image, brand satisfaction, dan brand loyalty dalam konteks pengunjung pusat perbelanjaan. Populasi penelitian terdiri dari pengunjung pusat perbelanjaan atau mal dengan usia 18 tahun ke atas. Sampel penelitian sebanyak 218 responden dengan teknik penarikan sampel purposive. PLS-SEM digunakan untuk menguji validitas, reliabilitas instrumen, dan hipotesis penelitian. Hasil pengujian hipotesis menunjukkan bahwa brand satisfaction memediasi hubungan antara brand experience dan brand loyalty. Selain itu, brand trust juga memediasi hubungan antara brand experience dan brand loyalty. Secara teoritis, penelitian ini memberikan kontribusi dalam pemahaman tentang bagaimana faktor-faktor ini saling berhubungan dalam membentuk brand loyalty. Secara praktis, temuan penelitian ini dapat digunakan sebagai dasar untuk merumuskan strategi dalam meningkatkan loyalitas pengunjung pusat perbelanjaan atau mal.
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