PERAN KEPUASAN PELANGGAN DALAM MEMODERASI PENGARUH PERCEIVED VALUE TERHADAP LOYALITAS PELANGGAN

Authors

  • Budiyono Budiyono Institut Teknologi Bisnis AAS Indonesia
  • Sutianingsih Sutianingsih Sekolah Tinggi Ilmu Ekonomi Atma Bhakti Surakarta

DOI:

https://doi.org/10.24034/j25485024.y2021.v5.i4.5104

Keywords:

perceived value, customer satisfaction, customer loyalty

Abstract

The purpose of this study is to test and analyze how important the perceived value of Elsirestore's products is on customer loyalty, to test and analyze how much satisfaction increases with customer loyalty at Elsirestore, and to test and analyze perceived value of customer loyalty to Elsirestore's products with customer satisfaction. The method of data collection using a questionnaire conducted on respondents, namely consumers of Elsirestore. Data analysis techniques in testing the hypothesis of this study used multiple linear regression analysis techniques. The results show that the Perceived Value variable has a significant effect on Customer Loyalty, as evidenced by the p value = 0.037 (p <0.05), which means there is a significant effect, where the better the Perceived Value, the better the Customer Loyalty. Customer Satisfaction has a significant effect on Customer Loyalty as evidenced by the p value = 0.000 (p <0.05), which means that Customer Satisfaction has a significant effect on Customer Loyalty, where the better customer satisfaction, the better Customer Loyalty. Customer satisfaction moderates the effect of perceived value on customer loyalty at Elsirestore. This is indicated by the value of p value = <0.001 (p<0.05).

References

Akman, F. 2017. Customer Satisfaction Analysis of UCB Bank. BRAC University. URL: http://hdl.handle.net/10361/8849.

Ali, A. 2021. Customer Involvement-Based Marketing Performance (An Empirical Study on Furniture Industries at Jepara Regency Central Java Province Indonesia). Turkish Journal of Computer and Mathematics Education (TURCOMAT) 12(12): 2714-2721.

Ariff, M. S. M., L. O. Yun, N. Zakuan, dan K. Ismail. 2013. The Impacts of Service Quality and Customer Satisfaction on Customer Loyalty in Internet Banking. Procedia-Social and Behavioral Sciences 81: 469-473.

Awwad, M. S. 2012. An Application of the American Customer Satisfaction Index (ACSI) in the Jordanian Mobile Phone Sector. The TQM Journal 24(6): 529-541.

Baharun, R., N. H. Hashim, dan N. Z. Sulong. 2014. Exploring the Relationship Between Benefit, Satisfaction and Loyalty among Unit Trust’s Retail Investors. World Applied Sciences Journal 31(4): 439-443.

Bahrudin, M. dan S. Zuhro. 2016. Pengaruh Kepercayaan dan Kepuasan Pelanggan terhadap Loyalitas Pelanggan. BISNIS: Jurnal Bisnis dan Manajemen Islam 3(1): 1-17.

Bajs, P. 2015. Tourist Perceived Value, Relationship to Satisfaction, and Behavioral Intentions: The Example of the Croatian Tourist Destination Dubrovnik. Journal of Travel Research 54(1): 122–134.

Barati, M., D. Jafari, dan S. S. Moghaddam. 2016. Investigating the Effect of Types of Relationship Marketing in Customer Loyalty by using Structural Equation Modeling (SEM) Tehran of Bank Branches Case Study Mellat. International Journal of Humanities and Cultural Studies (IJHCS) 2(2): 632-650.

Barnes, J. G. 2011. Secrets of Customer Relationship Management (Rahasia Manajemen Hubungan Pelanggan. Andi Offset. Yogyakarta.

Bastian, D. A. 2014. Analisa Pengaruh Citra Merek (Brand Image) dan Kepercayaan Merek (Brand Trust) terhadap Loyalitas Merek (Brand Loyalty) Ades PT Ades Alfindo Putra Setia. Jurnal Strategi Pemasaran 2(1): 1-9.

Bernarto, I. dan Patricia. 2017. Pengaruh Perceived Value, Customer Satisfaction dan Trust terhadap CustomerLoyalty Restoran XYZ di Tangerang. Journal for Business and Entrepreneur 1(1): 36-49.

Bogeljić, M. 2020. Covid-19 Global Pandemic: Shift to Online Entrepreneurship. Doctoral Dissertation. University of Rijeka. Faculty of Economics and Business.

Boksberger, P. E. dan L. Melsen. 2011. Perceived Value: A Critical Examination of Definitions, Concepts and Measures for The Service Industry. Journal of Services Marketing 25(3): 229-240.

Briliana, V. 2013. Pengaruh Kepuasan, Komitmen, Manfaat Sosial, dan Special Treatment Benefits terhadap Loyalitas Pelanggan. Jurnal Bisnis dan Akuntansi 15(1): 57-64.

Budur, T. dan M. Poturak. 2021. Employee Performance and Customer Loyalty: Mediation Effect of Customer Satisfaction. Middle East Journal of Management 8(5): 453-474.

Carlson, J., A. O’Cass, dan D. Ahrholdt. 2015. Assessing Customers’ Perceived Value of the Online Channel of Multichannel Retailers: a Two Country Examination. Journal of Retailing and Consumer Services 27: 90-102.

Carranza, R., E. Díaz, dan D. Martín-Consuegra. 2018. The Influence of Quality on Satisfaction and Customer Loyalty with an Importance-Performance Map Analysis: Exploring The Mediating Role of Trust. Journal of Hospitality and Tourism Technology 9(3): 380-396.

Chen dan Quester. 2015. The Relative Contribution of Love and Trust towards Customer Loyalty. Australasian Marketing Journal (AMJ) 23(1): 13-18.

Chen, S. C. dan C. P. Lin. 2015. The Impact of Customer Experience and Perceived Value on Sustainable Social Relationship in Blogs: an Empirical Study. Technological Forecasting and Social Change 96: 40-50.

Chi, T. dan P. P. Kilduff. 2011. Understanding Consumer Perceived Value of Casual Sportswear: an Empirical Study. Journal of Retailing and Consumer Services 18(5): 422-429.

Dheviests, T. A. dan S. Riyanto. 2020. The Influence of Work Discipline, Self-Efficacy and Work Environment on Employee Performance in the Building Plant D Department at PT Gajah Tunggal Tbk. International Journal of Innovative Science and Research Technology 5(1): 1062-1069.

Dominici, G. dan F. Palumbo. 2013. How to Build an E-learning Product: Factors for Student/Customer Satisfaction. Business Horizons 56(1): 87-96.

Efferin, S., D. Frisko, dan M. Hartanto. 2016. Management Control System, Leadership and Gender Ideology: A Study of an Indonesian Construction Company. Journal of Accounting in Emerging Economies 6(4): 314-339.

El-Adly, M. I. 2018. Modelling The Relationship Between Hotel Perceived Value, Customer Satisfaction, and Customer Loyalty. Journal of Retailing and Customer Service 43: 1–352.

Ene, S. dan B. Özkaya. 2014. A Study on Corporate Image, Customer Satisfaction and Brand Loyalty in The Context of Retail Stores. Asian Social Science 10(14): 52-66.

Erdoğmuş, İ. E. dan M. Cicek. 2012. The Impact of Social Media Marketing on Brand Loyalty. Procedia-Social and Behavioral Sciences 58: 1353-1360.

Evanschitzky, H., B. Ramaseshan, C. M. Woisetschläger, V. Richelsen, M. Blut, dan C. Backhaus. 2012. Consequences of Customer Loyalty to The Loyalty Program and to The Company. Journal of The Academy of Marketing Science 40(5): 625-638.

Gamboa, A. M. dan H. M. Gonçalves. 2014. Customer Loyalty Through Social Networks: Lessons from Zara on Facebook. Business Horizons 57(6): 709-717.

Gangurde, S. R. dan S. S. Patil. 2018. Benchmark Product Features Using the Kano-QFD Approach: A Case Study. Benchmarking 25: 450-470.

Gao, B. W. dan I. K. W. Lai. 2015. The Effects of Transaction-Specific Satisfactions and Integrated Satisfaction on Customer Loyalty. International Journal of Hospitality Management 44: 38-47.

Gonçalves, H. M. dan P. Sampaio. 2012. The Customer Satisfaction‐Customer Loyalty Relationship: Reassessing Customer and Relational Characteristics Moderating Effects. Management Decision 50(9): 1509-1526.

Haryono, N. dan R. Octavia. 2020. Analisis Pengaruh Citra Merek dan Mutu Layanan terhadap Kepuasan Konsumen serta Dampaknya terhadap Loyalitas Konsumen. Jurnal Industri Elektro dan Penerbangan 4(2): 20-27.

Haverila, M. J. dan K. Fehr. 2016. The Impact of Product Superiority on Customer Satisfaction in Project Management. International Journal of Project Management 34(4): 570-583.

Hemsley-Brown, J. dan I. Alnawas. 2016. Service Quality and Brand Loyalty: The Mediation Effect of Brand Passion, Brand Affection and Self-Brand Connection. International Journal of Contemporary Hospitality Management 28(12): 2771-2794.

Hill, N., J. Brierley, dan R. MacDougall. 2017. How to Measure Customer Satisfaction. Routledge. London.

Hur, W. M., Y. Kim, dan K. Park. 2013. Assessing The Effects of Perceived Value and Satisfaction on Customer Loyalty: A ‘Green’ Perspective. Corporate Social Responsibility and Environmental Management 20(3): 146-156.

Huotari, K. dan J. Hamari. 2012. Defining Gamification: A Service Marketing Perspective. In Proceeding of the 16th international academic MindTrek conference, 17-22.

Iglesias, O., S. Markovic, M. Bagherzadeh, dan J. J. Singh. 2020. Co-creation: A Key Link Between Corporate Social Responsibility, Customer Trust, and Customer Loyalty. Journal of Business Ethics 163(1): 151-166.

Indrawati, A. D. 2013. Pengaruh Kepuasan Kerja terhadap Kinerja Karyawan dan Kepuasan Pelanggan pada Rumah Sakit Swasta di Kota Denpasar. Jurnal Manajemen, Strategi Bisnis, dan Kewirausahaan 7(2): 135-142.

Ismail, A. dan Y. M. Yunan. 2016. Service Quality as a Predictor of Customer Satisfaction and Customer Loyalty. LogForum 12(4): 269-283.

Ishak, A. 2012. Analisis Kepuasan Pelanggan dalam Belanja Online: Sebuah Studi tentang Penyebab (Antecedents) dan Konsekuensi (Consequents). Jurnal Siasat Bisnis 16(2): 141-154.

Ishaq, M. I., M. H. Bhutta, A. A. Hamayun, R. Q. Danish, dan N. M. Hussain. 2014. Role of Corporate Image, Product Quality and Customer Value in Customer Loyalty: Intervening Effect of Customer Satisfaction. Journal of Basic and Applied Scientific Research 4(4): 89-97.

Izogo, E. E. 2017. Customer Loyalty in Telecom Service Sector: The Role of Service Quality and Customer Commitment. The TQM Journal 29(1): 19-36.

Jahanshahi, A. A., M. A. H. Gashti, S. A. Mirdamadi, K. Nawaser, dan S. M. S. Khaksar. 2011. Study The Effects of Customer Service and Product Quality on Customer Satisfaction and Loyalty. International Journal of Humanities and Social Science 1(7): 253-260.

Jakpar, S., S. Goh, A. Johari, dan K. Myint. 2012. Examining The Product Quality Attributes That Influences Customer Satisfaction Most When The Price was Discounted: A Case Study in Kuching Sarawak. International Journal of Business and Social Science 3(23): 221-236.

Javed, F. dan S. Cheema. 2017. Customer Satisfaction and Customer Perceived Value and Its Impact on Customer Loyalty: The Mediational Role of Customer Relationship Management. The Journal of Internet Banking and Commerce: 1-14.

Jhandir, S. U. 2012. Customer Satisfaction, Perceived Service Quality and Mediating Role of Perceived Value. International Journal of Marketing Studies 4(1): 68-76.

Juanamasta, I. G., N. M. N. Wati, E. Hendrawati, W. Wahyuni, M. Pramudianti, N. S. Wisnujati, dan M. C. B. Umanailo. 2019. The Role of Customer Service Through Customer Relationship Management (CRM) to Increase Customer Loyalty and Good Image. International Journal of Scientific and Technology Research 8(10): 2004-2007.

Kandampully, J., T. D. Juwaheer, dan H. H. Hu. 2011. The Influence of A Hotel Firm's Quality of Service and Image and Its Effect on Tourism Customer Loyalty. International Journal of Hospitality and Tourism Administration 12(1): 21-42.

Kandampully, J., T. C. Zhang, dan A. Bilgihan. 2015. Customer Loyalty: A Review and Future Directions With A Special Focus on The Hospitality Industry. International Journal of Contemporary Hospitality Management 27(3): 379-414.

Kaura, V., C. S. D. Prasad, dan S. Sharma. 2015. Service Quality, Service Convenience, Price and Fairness, Customer Loyalty, and The Mediating Role of Customer Satisfaction. International Journal of Bank Marketing 33(4): 404-422.

Kaur, H. dan H. Soch. 2013. Mediating Roles of Commitment and Corporate Image in The Formation of Customer Loyalty. Journal of Indian Business Research 5(1): 33-51.

Kenyon-Rouvinez, D., G. Adler, G. Corbetta, dan G. Cuneo. 2016. Sharing Wisdom, Building Values: Letters from Family Business Owners to Their Successors. Springer. New York.

Khadka, K. dan S. Maharjan. 2017. Customer Satisfaction and Customer Loyalty: Case Trivsel Städtjänster (Trivsel Siivouspalvelut). Thesis. Centria University of Applied Sciences. Finlandia.

Khan, M. M. dan M. Fasih. 2014. Impact of Service Quality on Customer Satisfaction and Customer Loyalty: Evidence from Banking Sector. Pakistan Journal of Commerce and Social Sciences (PJCSS) 8(2): 331-354.

Kietzmann, J. H., K. Hermkens, I. P. McCarthy, dan B. S. Silvestre. 2011. Social Media? Get Serious! Understanding The Functional Building Blocks of Social Media. Business Horizons 54(3): 241-251.

Kim, H. J. 2011. Service Orientation, Service Quality, Customer Satisfaction, and Customer Loyalty: Testing A Structural Model. Journal of Hospitality Marketing and Management 20(6): 619-637.

Kim, H. Y., J. Y. Lee, D. Choi, J. Wu, dan K. K. Johnson. 2013. Perceived Benefits of Retail Loyalty Programs: Their Effects on Program Loyalty and Customer Loyalty. Journal of Relationship Marketing 12(2): 95-113.

Kim, Y. H., D. J. Kim, dan K. Wachter. 2013. A Study of Mobile User Engagement (MOEN): Engagement Motivations, Perceived Value, Satisfaction, and Continued Engagement Intention. Decision Support Systems 56: 361-370.

Kirmaci, S. 2012. Customer Relationship Management and Customer Loyalty: A Survey in The Sector of Banking. International Journal of Business and Social Science 3(3): 282-291.

Kiseleva, E. M., M. L. Nekrasova, M. A. Mayorova, M. N. Rudenko, dan V. S. Kankhva. 2016. The Theory and Practice of Customer Loyalty Management and Customer Focus in The Enterprise Activity. International Review of Management and Marketing 6(6S): 95-103.

Kizildag, M., T. Dogru, T. C. Zhang, M. A. Mody, M. Altin, A. B. Ozturk, dan O. Ozdemir. 2019. Blockchain: A Paradigm Shift in Business Practices. International Journal of Contemporary Hospitality Management 32(3): 953-975.

Kotler, P. dan K. L. Keller. 2012. Marketing Management. Edition 12. Pearson Education. New Jersey.

Kotler, P. 2012. Manajemen Pemasaran. Edisi Milenimun. Benyamin Molan (Terjemahan). Prehalindo. Jakarta.

Kreis, H. dan A. Mafael. 2014. The Influence of Customer Loyalty Program Design on The Relationship Between Customer Motives and Value Perception. Journal of Retailing and Consumer Services 21(4): 590-600.

Kursunluoglu, E. 2011. Customer Service Effects on Customer Satisfaction and Customer Loyalty: A Field Research in Shopping Centers in Izmir City-Turkey. International Journal of Business and Social Science 2(17): 52-59.

Lam, A. Y., R. Cheung, dan M. M. Lau. 2013. The Influence of Internet-Based Customer Relationship Management on Customer Loyalty. Contemporary Management Research 9(4): 419-440.

Lee, H. S. 2013. Major Moderators Influencing The Relationships of Service Quality, Customer Satisfaction and Customer Loyalty. Asian Social Science 9(2): 1-11.

Leninkumar, V. 2017. The Relationship Between Customer Satisfaction and Customer Trust on Customer Loyalty. International Journal of Academic Research in Business and Social Sciences 7(4): 450-465.

Liu, W. 2017. Chinese Tourists' Perceived Value in Dark Tourism Consumption Experience. University of Surrey (United Kingdom).

Loureiro, S. M., I. M. D. Sardinha, dan L. Reijnders. 2012. The Effect of Corporate Social Responsibility on Consumer Satisfaction and Perceived Value: The Case of The Automobile Industry Sector in Portugal. Journal of Cleaner Production 37: 172-178.

Luo, X., R. Zhang, W. Zhang, dan J. Aspara. 2014. Do Institutional Investors Pay Attention to Customer Satisfaction And Why?. Journal of the Academy of Marketing Science 42(2): 119-136.

Martínez, P. dan I. R. Del Bosque. 2013. CSR and Customer Loyalty: The Roles of Trust, Customer Identification with The Company and Satisfaction. International Journal of Hospitality Management 35: 89-99.

Meng, S. M., G. S. Liang, and S. H. Yang. 2011. The Relationships of Cruise Image, Perceived Value, Satisfaction, and Post-Purchase Behavioral Intention on Taiwanese Tourists. African Journal of Business Management 5(1): 19-29.

Morgeson III, F. V., G. T. M. Hult, S. Mithas, T. Keiningham, dan C. Fornell. 2020. Turning Complaining Customers Into Loyal Customers: Moderators of The Complaint Handling–Customer Loyalty Relationship. Journal of Marketing 84(5): 79-99.

Mohsan, F., M. M. Nawaz, M. S. Khan, Z. Shaukat, dan N. Aslam. 2011. Impact of Customer Satisfaction on Customer Loyalty and Intentions to Switch: Evidence from Banking Sector of Pakistan. International Journal of Business and Social Science 2(16): 263-270.

Murni, Y., M. A. Iqbal, J. M. S. No, dan J. B. Kembangan. 2019. Analysis of Impulse Behavior in Online Shopping. International Journal of Economics, Business and Management Research 3(07): 152-167.

Nam, J., Y. Ekinci, dan G. Whyatt. 2011. Brand Equity, Brand Loyalty and Consumer Satisfaction. Annals of Tourism Research 38(3): 1009-1030.

Nastasoiu, A. dan M. Vandenbosch. 2019. Competing with Loyalty: How to Design Successful Customer Loyalty Reward Programs. Business Horizons 62(2): 207-214.

Nawarini, A. T. 2019. Pengaruh Perceived Value dan Kepuasan pada Loyalitas Pengguna Kartu Seluler di Kota Purwokerto dengan Variabel Variety Seeking sebagai Variabel Moderasi. Jurnal Ekonomi, Bisnis, dan Akuntansi (JEBA) 21(1).

Ndoen, J. R. A. dan N. M. W. Kusumadewi. 2019. Peran Kepuasan Pelanggan dalam Memediasi Pengaruh Perceived Value terhadap Loyalitas Pelanggan Hotspot wifi.id di Denpasar. E-Jurnal Manajemen 8(1): 7014-7043.

Nurhazwani, A., R. M. Ruqaimi, S. Nazamid, G. Hazrina, J. Rosita, dan S. Abdullah. 2016. Customer Satisfaction as A Benchmark for Military Foodservice Performance in The Basic Recruit Training Center. In Hospitality and Tourism Conference (HTC) Conference Location MALAYSIA, 251-254. CRC Press-Taylor and Francis Group Location Boca Raton.

Nyadzayo, M. W. dan S. Khajehzadeh. 2016. The Antecedents of Customer Loyalty: A Moderated Mediation Model of Customer Relationship Management Quality and Brand Image. Journal of Retailing and Consumer Services 30: 262-270.

Palupi, N. D. G. 2017. Analisis Pengaruh Kepuasan Produk Wisata terhadap Loyalitas Wisatawan (Studi Kasus Pada Wisatawan DIY). Jurnal Bisnis, Manajemen dan Akuntansi 4(2): 70-77.

Pandža Bajs, I. 2015. Tourist Perceived Value, Relationship to Satisfaction, and Behavioral Intentions: The Example of The Croatian Tourist Destination Dubrovnik. Journal of Travel Research 54(1): 122-134.

Pérez, A. dan I. R. Del Bosque. 2015. Corporate Social Responsibility and Customer Loyalty: Exploring The Role of Identification, Satisfaction and Type of Company. Journal of Services Marketing 29(1): 15-25.

Ponte, E. B., E. Carvajal-Trujillo, dan T. Escobar-Rodríguez. 2015. Influence of Trust and Perceived Value on The Intention to Purchase Travel Online: Integrating The Effects of Assurance on Trust Antecedents. Tourism Management 47: 286-302.

Prasetio, A. 2012. Pengaruh Kualitas Pelayanan dan Harga terhadap Kepuasan Pelanggan. Management Analysis Journal 1(1).

Prebensen, N. K. dan J. Xie. 2017. Efficacy of Co-Creation and Mastering on Perceived Value and Satisfaction in Tourists' Consumption. Tourism Management 60: 166-176.

Priansa, D. J. 2017. Perilaku Konsumen dalam Persaingan Bisnis Kontemporer. Alfabeta. Bandung.

Rahim, A. G., I. U. Ignatius, dan O. E. Adeoti. 2012. Is Customer Satisfaction An Indicator of Customer Loyalty?. Australian Journal of Business and Management Research 2(7): 14-20.

Raja, J. Z., D. Bourne, K. Goffin, M. Çakkol, dan V. Martinez. 2013. Achieving Customer Satisfaction Through Integrated Products and Services: An Exploratory Study. Journal of Product Innovation Management 30(6): 1128-1144.

Rahab, S. R. Handayani, dan A. T. Nawarini. 2015. Peran Perceived Value dan Kepuasan Pelanggan dalam Upaya Membangun Loyalitas Pengguna Kartu Seluler. Media Ekonomi dan Manajemen 30(1): 76-84.

Rajab, A., Bahtiar dan Salwiyah. 2016. Studi Kepadatan dan Distribusi Kerang Lahubado (Glauconome sp) di Perairan Teluk Staring Desa Ranooha Raya Kabupaten Konawe Selatan. Jurnal Manajemen Sumberdaya Perairan 1(2): 103-114.

Rasheed, F. A. dan M. F. Abadi. 2014. Impact of Service Quality, Trust and Perceived Value on Customer Loyalty in Malaysia Services Industries. Procedia-Social and Behavioral Sciences 164: 298-304.

Razak, I., N. Nirwanto, dan B. Triatmanto. 2016. The Impact of Product Quality and Price on Customer Satisfaction With The Mediator of Customer Value. IISTE: Journal of Marketing and Consumer Research 30: 59-68.

Rizan, M., A. Warokka, dan D. Listyawati. 2014. Relationship Marketing and Customer Loyalty: do Customer Satisfaction and Customer Trust Really Serve as Intervening Variables?. Journal of Marketing Research and Case Studies 2014: 1-12.

Rohaeni, H. dan N. Marwa. 2018. Kualitas Pelayanan terhadap Kepuasan Pelanggan. Jurnal Ecodemica 2(2): 312-318.

Romaniuk, J. dan M. Nenycz-Thiel. 2013. Behavioral Brand Loyalty and Consumer Brand Associations. Journal of Business Research, 66(1): 67-72.

Rubera, G. dan A. H. Kirca. 2017. You Gotta Serve Somebody: The Effects of Firm Innovation on Customer Satisfaction and Firm Value. Journal of the Academy of Marketing Science 45(5): 741-761.

Ryu, K., H. Lee, dan W. G. Kim. 2012. The Influence of The Quality of The Physical Environment, Food, and Service on Restaurant Image, Customer Perceived Value, Customer Satisfaction, and Behavioral Intentions. International Journal of Contemporary Hospitality Management 24(2): 200-223.

Safa, N. S. dan M. A. Ismail. 2013. A Customer Loyalty Formation Model in Electronic Commerce. Economic Modelling 35: 559-564.

Sariwulan, T., S. Thamrin, M. Suyatni, I. Agung, F. Widiputera, A. B. Susanto, dan M. C. Capnary. 2021. Impact of Employee Talent Management. Academic Journal of Interdisciplinary Studies 10(5): 184-184.

Sasmita, J. dan N. M. Suki. 2015. Young Consumers’ Insights on Brand Equity: Effects of Brand Association, Brand Loyalty, Brand Awareness, and Brand Image. International Journal of Retail and Distribution Management 43(3): 276-292.

Selang, C. A. 2013. Bauran Pemasaran (Marketing Mix) Pengaruhnya terhadap Loyalitas Konsumen pada Fresh Mart Bahu Mall Manado. Jurnal EMBA: Jurnal Riset Ekonomi, Manajemen, Bisnis dan Akuntansi 1(3): 71-80.

Setini, M., N. N. K. Yasa, I. W. Gede Supartha, I. Ketut Giantari, dan I. Rajiani. 2020. The Passway of Women Entrepreneurship: Starting from Social Capital With Open Innovation, Through to Knowledge Sharing and Innovative Performance. Journal of Open Innovation: Technology, Market, and Complexity 6(2): 25.

Setó-Pamies, D. 2012. Customer Loyalty to Service Providers: Examining The Role of Service Quality, Customer Satisfaction and Trust. Total Quality Management and Business Excellence 23(11-12): 1257-1271.

Shoki M., H. S. Fen, dan K. Ismail. 2012. Relationship between Customers’ Perceived Values, Satisfaction and Loyalty of Mobile Phone Users. Review of Integrative Business and Economic Research 1(1): 126-135.

Siddiqi, K. O. 2011. Interrelations Between Service Quality Attributes, Customer Satisfaction and Customer Loyalty in The Retail Banking Sector in Bangladesh. International Journal of Business and Management 6(3): 12.

Snyder, D. J. dan P. A. Tai. 2014. Customer Satisfaction at Low Cost Airlines: A Case Study of Jetstar Pacific Airlines (JPA). In The Clute Institute International Academic Conference: 254-265.

Srivastava, M. Dan A. K. Rai. 2018. Mechanics of Engendering Customer Loyalty: A Conceptual Framework. IIMB Management Review 30(3): 207-218.

Stock, R. M. 2011. How Does Product Program Innovativeness Affect Customer Satisfaction? A Comparison of Goods and Services. Journal of the Academy of Marketing Science 39(6): 813-827.

Suchánek, P., J. Richter, dan M. Králová. 2015. Customer Satisfaction, Product Quality and Performance of Companies. Review of Economic Perspectives 14(4): 329-344.

Sugiyono. 2014. Metode Penelitian Manajemen. Penerbit Alfabeta. Bandung.

Sulhan, N. 2012. Analisis Laporan Keuangan. PT Raja Grafindo Persada. Jakarta.

Sunyoto, D. 2013. Hak dan Kewajiban bagi Pekerja dan Pengusaha. Pustaka Yustisia. Jakarta.

Suryabrata, S. 2011. Metode Penelitian. Raja Grafindo Persada. Jakarta.

Tho’in, M. 2011. Pengaruh Faktor-faktor Kualitas Jasa terhadap Kepuasan Nasabah di Baitul Mal Wat Tamwil (BMT) Tekun Karanggede Boyolali. Muqtasid: Jurnal Ekonomi dan Perbankan Syariah 2(1): 73-89.

Tho'in, M. 2018. The Effect of Sharia Principles Application and Service Againts Customer Satisfaction of Sharia Financial Services Cooperative In Central Java. International Journal of Economics, Business and Accounting Research (IJEBAR) 2(01): 39-45.

Tjiptono, F. 2013. Pemasaran Jasa. Bayumedia. Malang.

Tjiptono, F. 2014. Pengukuran Kepuasan Konsumen. Andi. Yogyakarta.

Toufaily, E., L. Ricard, dan J. Perrien. 2013. Customer Loyalty to A Commercial Website: Descriptive Meta-Analysis of The Empirical Literature and Proposal of An Integrative Model. Journal of Business Research 66(9): 1436-1447.

Tu, Y.T., M. L., Li, dan H. C. Chih. 2013. An Empirical Study of Corporate Brand Image, Customer Perceived Value and Satisfaction on Loyalty in Shoe Industry. Journal of Economics and Behavioral Studies 5(7): 469-483.

Tweneboah-Koduah, E. Y. dan A. Y. D. Farley. 2016. Relationship Between Customer Satisfaction and Customer Loyalty in The Retail Banking Sector of Ghana. International Journal of Business and Management 11(1): 249-262.

Van Lierop, D. dan A. El-Geneidy, A. 2016. Enjoying Loyalty: The Relationship Between Service Quality, Customer Satisfaction, and Behavioral Intentions in Public Transit. Research in Transportation Economics 59: 50-59.

Wang, C. Y. dan L. W. Wu. 2012. Customer Loyalty and The Role of Relationship Length. Journal of Service Theory and Practice 22(1): 58-74.

Wantara, P. dan M. Tambrin. 2019. The Effect of Price and Product Quality towards Customer Satisfaction and Customer Loyalty on Madura Batik. International Tourism and Hospitality Journal 2(1): 1-9.

Wolter, J. S., D. Bock, J. S. Smith, dan J. J. Cronin Jr. 2017. Creating Ultimate Customer Loyalty Through Loyalty Conviction and Customer-Company Identification. Journal of Retailing 93(4): 458-476.

Yadav, M. dan Z. Rahman. 2018. The Influence of Social Media Marketing Activities on Customer Loyalty: A Study of E-Commerce Industry. Benchmarking: An International Journal 25(9): 3882-3905.

Yoo, M. dan B. Bai. 2013. Customer Loyalty Marketing Research: A Comparative Approach Between Hospitality and Business Journals. International Journal of Hospitality Management 33: 166-177.

Zena, P. A. dan A. D. Hadisumarto. 2013. The Study of Relationship among Experiential Marketing, Service Quality, Customer Satisfaction, and Customer Loyalty. Asean Marketing Journal IV(1): 37-46.

Zhang, S. S., J. Van Doorn, dan P. S. Leeflang. 2014. Does The Importance of Value, Brand and Relationship Equity for Customer Loyalty Differ Between Eastern and Western Cultures?. International Business Review 23(1): 284-292.

Published

2021-12-31

Issue

Section

Artikel