PENGARUH KUALITAS LAYANAN, BRAND IMAGE, BRAND EQUITY CORPORATE REBRANDING TERHADAP KEPUASAN DAN LOYALITAS PELANGGAN PADA CARREFOUR DI JAWA TIMUR

Abstract

Consumer perceptions of service quality increases, it will increase customer satisfaction, and vice versa if the consumer perceptions of service quality declines, will reduce customer satisfaction. Consumer perceptions of service quality increases, it will increase customer loyalty, and vice versa if the consumer perceptions of service quality declines, will reduce consumer loyalty to the brand equity pelanggan.Persepsi increases, it will increase customer satisfaction, otherwise if consumer perceptions of brand equity decreases, will lower customer satisfaction. Consumer perceptions of the brand equity increases, it will increase customer loyalty, otherwise if consumer perceptions of brand equity decreases, will lose customer loyalty. Consumer perceptions of brand image increases, it will increase the customer satisfaction of consumers, otherwise if consumer perceptions of brand image decreases, will reduce customer satisfaction. Consumer perceptions of brand image increases, it will increase customer loyalty, otherwise if consumer perceptions of brand image decreases, will lose customer loyalty. Consumer perceptions of corporate branding increases, it will increase the customer satisfaction of consumers, otherwise if consumer perceptions of corporate branding to decline, consumers will reduce customer satisfaction. Consumer perceptions of corporate branding increases, customer loyalty will increase, but the increase is not meaningful, otherwise if consumer perceptions of corporate branding is decreasing, the decline does not mean mere loyalty. Customers increased customer satisfaction, it will increase customer loyalty, otherwise if consumers decreased customer satisfaction, it will lower customer loyalty.