Authors:

Ida Ayu Mirah Sekarwangi, Komang Agus Satria Pramudana

Abstract:

“The development of existing technology is very rapid, especially in the field of information and communication. The internet is a basic need for this modern society. IndiHome or Indonesia Digital Home is a communication and data service packages such as landlines, internet, and interactive television services. The purpose of this study was to examine and explain the role of brand image as a mediator of the influence of service quality on customer loyalty of IndiHome customers in Denpasar City. The number of samples determined was 120 respondents in Denpasar City using a questionnaire. The sample was determined using a non-probability sampling with a purposive sampling technique. The data analysis technique used is PLS-based SEM, namely Smart Pls. The results showed that service quality had a significant positive effect on customer loyalty of IndiHome customers in Denpasar City. Service quality has a significant positive effect on the brand image of IndiHome customers in Denpasar City. Brand image has a positive and significant effect on customer loyalty of IndiHome customers in Denpasar City. Brand image plays a role as a mediator of the influence of service quality on customer loyalty of IndiHome customers in Denpasar City.”

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PDF:

https://jurnal.harianregional.com/eeb/full-86930

Published

2023-04-30

How To Cite

SEKARWANGI, Ida Ayu Mirah; AGUS SATRIA PRAMUDANA, Komang. PERAN BRAND IMAGE SEBAGAI PEMEDIASI PENGARUH KUALITAS LAYANAN TERHADAP CUSTOMER LOYALTY PELANGGAN INDIHOME KOTA DENPASAR.E-Jurnal Ekonomi dan Bisnis Universitas Udayana, [S.l.], p. 786-794, apr. 2023. ISSN 2337-3067. Available at: https://ojs.unud.ac.id/index.php/EEB/article/view/86930. Date accessed: 28 Aug. 2025. doi:https://doi.org/10.24843/EEB.2023.v12.i04.p20.

Citation Format

ABNT, APA, BibTeX, CBE, EndNote - EndNote format (Macintosh & Windows), MLA, ProCite - RIS format (Macintosh & Windows), RefWorks, Reference Manager - RIS format (Windows only), Turabian

Issue

VOLUME.12.NO.04.TAHUN.2023

Section

Articles

Creative Commons License This work is licensed under a Creative Commons Attribution 4.0 International License