Main Article Content
The purpose of this study was to analyze the influence of brand identity on brand value,
customer satisfaction and brand trust and the influence of brand value and customer satisfaction on brand trust and its impact on brand loyalty. Respondents in this study is the beauty clinic customers in Jakarta which consists of 112 respondent . Structural Equation Modeling (SEM) with AMOS version 16 used in this study for data analysis . Results of the testing showed that the brand identity has a positive influence on brand value and brand trust, and customer satisfaction and brand value has a positive influence on brand trust that subsequently will have positive influence on brand loyalty. The results also showed that the brand identity does not have an influence on customer satisfaction
Ciptaan disebarluaskan di bawah lisensi Creative Commons Atribusi-NonKomersial 4.0 Internasional .
Aaker, D. A. (2002).Building strong brands. London, England: Simon & Schuster
Albert, S. and Whetten, D.A. (1985), ¯Organizational identity, Research in organizational behavior, Vol. 7. pp. 263-295.
Anderson EW, Fornell C, Mazvancheryl SK. (2004). Customer Satisfaction and Shareholder Value. J Mark 2004;68(4):172–85.
Asep Hermawan, (2006) Penelitian Bisnis, Paradigma Kuantitatif, Cikal Sakti,
Aydin, S., Ozer, G. and Arasil, O. (2005). Customer Loyalty and the effect of switching cost as a moderator variable: A case in the Turkish mobile phone market, Marketing Intelligence & Planning, Vol. 23, No.1.,2005.
Baek TH, Kim J, Yu JH. (2010) The differential roles of brand credibility and brand prestige in consumer brand choice. Psychol Mark;27:662–78.
Balmer JMT. ( 2001) Corporate identity, corporate branding and corporate marketing—seeing through the fog. Eur J Mark ;35(3/4):248–91.
Berens GC, van Riel BM, van Bruggen GH. (2005). Corporate associations and consumer product responses: the moderating role of corporate brand dominance. J Mark;69(3): 35–48.
Berger J, Heath C. (2007). Where consumers diverge from others: identity signaling and product domains. J Consum Res;34(2):121–34.
Berry, L.L., Yadav, M.S. ( 1996). “Capture and communicate value in the pricing of services”, Sloan Management Review, Vol. 37 No.4, pp.41-51.
Bhattacharya CB, Sen S. (2003).,Consumer–company identification: a framework for understanding consumers’ relationships with companies. J Mark;67(2):76–88.
Bosch, J., Venter, E., Han, Y., & Boshoff, C. (2006). "The impact of brand identity on the perceived brand image of a merged higher education institution: Part one" , Management Dynamics, vol. 15, no. 2, pp. 10-30.
Burmann, C., Jost-Benz, M., & Riley, N. (2009). Towards an identity-based brand equity model. Journal of Business Research, 62, 397-397.
Caruana, A., & Fenech, N. (2005). The effect of perceived value and overall satisfaction on loyalty: A study among dental patients. Journal of Medical Marketing, 5(3), 245-255.
Carver, C. S., & Scheier, M. F. (1990). Origins and functions of positive and negative affect: A control-process view. Psychological Review, 97, 19-35
Chaudhuri A. Holbrook M.B. (2001). The chain of effects from brand trust and brand affect to brand performance: The role of brand loyalty. Journal of Marketing; 65 (April): 81-93.
Chun, R., & Davies, G. (2006). The influence of corporate character on customers and employees: Exploring similarities and differences. Journal of the Academy of Marketing Science, 34(2), 138-146.
Cornwell TB, Coote LV. (2003). Corporate sponsorship of a cause: the role of
identification in purchase intent. J Bus Res;58(3):268–76.
Delgado-Ballester, Elena and José Luis Munuera-Alemán (2005), “Does brand trust matter to brand equity?”, Journal of Product & Brand Management, 14 (3), 187-196.
Dick, S.A. and Basu, K. (1994), ¯Customer loyalty: toward an integrated conceptual framework , Journal of the Academy of Marketing Science, 22(2), pp. 99-113.
Doney, P.M, & Cannon, J.P. (1997). An Examination of the nature of trust in buyer- seller relationships. Journal of Marketing, Vol.30, Issue.2,
Dutton JE, Dukerich JM, Harquail CV. (1994) Organizational images and member identification. Adm Sci Q;39(2):239–63.
Fandos, C., Flavian, C., (2006). Intrinsic and extrinsic quality attributes, loyalty and buying intention: an analysis for a PDO product, British food journal, 108(8),646-662.
Fornell C, Johnson MD, Anderson EE, Bryant BE (1996). The American Customer Satisfaction Index: Nature, Purpose and Findings. J. Mark., 60(10): 7-18.
Fuller JB, Hester K, Barnett T, Frey L, Relyea C, Beu D. (2006). Perceived external prestige and internal respect: new insights into the organizational identification process. HumRelat 59(6):815–46.
Ganesan, S. (1994). Determinants of long-term orientation in buyer-seller relationships. Journal of Marketing, 58, 1-19.
Garbarino, E., & Johnson, M. S. (1999). The different roles of satisfaction, trust, and commitment in customer relationships. Journal of Marketing, 63(2), 70-87.
Ghozali dan Fuad. (2005). Structural equation modeling Teori Konsep & Aplikasi Dengan Program Lisrel 8.54. Semarang: Badan Penerbit UNDIP.
Grifûn, J. (1996), ¯The internet’s expanding role in building customer loyalty, Direct Marketing, 59(7), pp. 50-3.
Hair, J.F., Black, W.C., Babin, B.J., & Anderson, R.E. (2010). Multivariate Data Analysis. Seventh Edition. Prentice Hall, Upper Saddle River, New Jersey
Hallowell R (1996). The relationships of customer satisfaction, customer loyalty, and profitability: an empirical study. Int. J. Serv. Ind. Manage., 7(4): 27-42
Hansen H, Samuelsen BM, Silseth PR. (2008)., Customer perceived value in B-2-B service relationships: investigating the importance of corporate reputation. Ind Mark Manage;37(2):206–17.
Harris LC, Goode MH. ( 2004 );The four levels of loyalty and the pivotal role of trust: a study of online service dynamics. J Retailing 80(2):139–58.
He H, Li Y. (2011)., Key service drivers for high-tech service brand equity: the mediating role of overall service quality and perceived value. J Mark Manage;27(1):77–99.
He, Hongwei, Li, Yan and Harris, Lloyd C.. (2012) Social identity perspective on brand loyalty. Journal of Business Research, Vol.65 (No.5). pp. 648-657. ISSN 0148-2963
Kapferer, J. (2004) The new Strategic Brand Management. Kogan Page, London.
Keller, Kevin (1993) Conceptualizing, Measuring and Managing Customer-
Based Brand Equity. Journal of Marketing 1993:1, 1–22.
Kirmani A, Sood S, Bridges S. (1999) .The ownership effect in consumer responses to brand line stretches. J Mark;63(1):88-101.
Kotler, P. & Armstrong, G. (2008). Principles of Marketing (12th ed.). Upper Saddle River, NJ: Prentice Hall.
Kressmann F, Sirgy MJ, Herrmann A, Huber F, Huber S, Lee D-J. (2006) Direct and indirect effects of self-image congruence on brand loyalty. J Bus Res;59(9):955–64.
Lassar, W., Mittal B. , and Sharma A. (1995) Measuring Customer-Based Brand Equity. Journal of Consumer Marketing 12(4): 11-19
Lau, G. T., & Lee, S. H. (1999). Customer trust in brand loyalty. Journal of Market Focused management, 4, 341-370.
Lovelock, C. and Wirtz, J. (2004). Services Marketing-People, Technology, Strategy. 5th edition. Prentice Hall.
Macintosh, G., & Lockshin, L. S. (1997). Retail relationships and store loyalty: A multilevel perspective. International Journal of Research in Marketing, 5, 487-497.
MCB UP Ltd Slater (1997), “Developing a customer valuebased theory of the firm”, Journal of the Academy of Marketing Science, Vol. 25 pp.162 –167
Monga AB, John DR. (2010) What makes brands elastic? The influence of brand concept and styles of thinking on brand extension evaluation. J Mark;74:80–92.
Moorman, Christine, Rohit Deshpande, and Gerald Zaltman (1993), ¯Factors affecting trust in market research relationships. Journal of Marketing 57(21 Jan): 81-102.
Morgan, Robert M. and Shelby D. Hunt. (1994), "The Commitment-Trust Theory of Relationship Marketing" , Journal of Marketing, 58 (July), 20-38.
Parasuraman A, Grewal D. (2000) The impact of technology on the quality–value–loyalty chain: a research agenda. J Acad Mark Sci;28(1):168–74.
Parasuraman A, Zeithaml VA, Berry LL. (1988). SERVQUAL: A Multiple-Item Scale for Measuring Consumer Perceptions of Service Quality. J Retailing;64(1):12–40.
Patterson, P. G., & Spreng, R. A. (1997). Modeling the relationship between perceived value, satisfaction and repurchase intentions in a business-to- business, services context: An empirical examination. International Journal of Service Industry Management, 8(5), 414-434.
Ravald, Annika.Gronroos Christian (1996), "The value concept and relationship marketing", European Journal of Marketing, Vol. 30 Iss: 2, pp.19 - 30
Ruvio A. (2008) Unique like everybody else? The dual role of consumers’ need for uniqueness. Psychol Mark;25(5):444–64.
Sekaran, Uma, (2003), Research Method For Business: A Skill Building Approach, Fourth Ed., USA, John Wiley & Sons Inc
Sen S, Bhattacharya CB. (2001) Does doing good always lead to doing better? Consumer reactions to corporate social responsibility. J Mark Res;38:225–43 (May).
Shirin, A.S., Puth, Gustav (2011). Customer Satisfaction, brand trust and variety seeking as determinant of brand loyalty. African Journal of Business Management Vol. 5 (30), pp.11899-11915, 30 November, 2011
Sichtmann C. (2007) An analysis of antecedents and consequences of trust in a corporate brand. Eur J Mark;41(9/10):999-1015.
Simoes C, Dibb S, Fisk PR. (2005) Managing corporate identity: an internal
perspective. J Acad Mark Sci;33(2):153–68.
Sirdeshmukh, Deepak, Jagdip Singh and Barry Sabol (2002), “Consumer Trust, Value and Loyalty in Relational Service Exchanges,” Journal of Marketing, 66 (January): 15-37. Marketing, 61, 2, 35-51.
Smidts A, Pruyn AH, van Riel CBM. (2001) The impact of employee communication and perceived external prestige on organizational identification. Acad Manage J;49(5):1051–62.
Steenkamp J-BEM, Batra R, Alden DL. (2003) How perceived brand globalness creates brand value. J Int Bus Stud;34(1):53–65.
Sweeney, Jillian C. and Geoffrey N. Soutar (2001), "ConsumerPerceived Value: The Development of a Multiple Item Scale, Journal of Retailing, 77(2), 203-220
Tian KT, Bearden WO, Hunter GL. (2001) Consumers’ need for uniqueness: scale development and validation. J Consum Res;28(1):50–66.
Vargo, S. L., & Lusch, R. F. (2004). Evolving to a new dominant logic for marketing. Journal of Marketing, 68, 1–17, (January).
Walsh G, Mitchell V-W, Jackson PR, Beatty SE. (2009) Examining the antecedents and consequences of corporate reputation: a customer perspective. BrJ Manage; 20(2):187–203.
Woodruff (1997). Customer value: The next source for competitive advantage. J.Acad. Market. Sci., 25(2): 139-153
Zeithaml V. (1988) Consumer perceptions of price, quality and value: a means–end model and synthesis of evidence. J Mark; 52 (3): 2-22.
Zeithaml, V. A., Berry, L.L. & Parasuraman, A. (1996). The behavioural consequences of service quality. Journal of Marketing Management, 60(No. April),31-46