Indonesian Journal of Law and Economics Review
Vol 19 No 2 (2024): May
Marketing Management

Enhancing Customer Satisfaction in Indonesia Through Brand Image, Price, and Service Quality
Meningkatkan Kepuasan Pelanggan di Indonesia Melalui Citra Merek, Harga, dan Kualitas Layanan


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  • Rieke Ayu Firnanda,
  • Detak Prapanca*
Rieke Ayu Firnanda
Universitas Muhammadiyah Sidoarjo, Indonesia
*

(*) Corresponding Author
Picture in here are illustration from public domain image or provided by the author, as part of their works
DOI: https://doi.org/10.21070/ijler.v19i2.1059
Published May 27, 2024
Keywords
  • Brand Image,
  • Price,
  • Service Quality,
  • Customer Satisfaction,
  • Retail
How to Cite
Firnanda, R. A., & Detak Prapanca. (2024). Enhancing Customer Satisfaction in Indonesia Through Brand Image, Price, and Service Quality. Indonesian Journal of Law and Economics Review, 19(2), 10.21070/ijler.v19i2.1059. https://doi.org/10.21070/ijler.v19i2.1059

Copyright (c) 2024 Rieke Ayu Firnanda, Detak Prapanca

Creative Commons License

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

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Abstract

This study examines the effects of brand image, price, and service quality on customer satisfaction at Matahari Department Store in Sidoarjo. Using a quantitative, descriptive approach, data were collected from 96 customers through questionnaires and analyzed with SPSS Version 22. The findings indicate that all three factors—brand image, price, and service quality—significantly and positively influence customer satisfaction. These results suggest that enhancing these elements can improve customer satisfaction, highlighting the need for Matahari Department Store to continuously refine its branding, pricing, and service strategies.

Highlights:

1. Significant Impact: Brand image, price, and service quality affect customer satisfaction.
2. Data Collection: 96 customer responses analyzed with SPSS Version 22.
3. Strategic Focus: Improve branding, pricing, and service to boost satisfaction.

Keywords: Brand Image, Price, Service Quality, Customer Satisfaction, Retail

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