FORMING CUSTOMER LOYALTY THROUGH FACTORS IN MEDIATION OF CUSTOMER SATISFACTION
DOI:
https://doi.org/10.31933/dijdbm.v2i2.549Keywords:
Price, service quality, customer satisfaction, customer loyaltyAbstract
The purpose of this study is to determine how price, service quality, customer satisfaction on customer loyalty and how much influence, price, service quality on customer satisfaction which has implications for customer loyalty. The sample used in this study amounted to 100 respondents who were taken by simple random sampling technique. Data analysis in this study used Structural Equation Modeling (SEM) which was carried out with the help of the SEM program from Smart PLS 3.0. Besides, this research also proves that the price variable will affect customer satisfaction, then the price will also affect customer loyalty, as well as service quality affects customer satisfaction and will also affect customer loyalty. and also the mediating variable of customer satisfaction which will affect customer loyalty. Blanja.com in Jakarta.
References
Agussalim, M., Ali,H. (2017). Model Kepuasan Pelanggan: Analisis Kualitas Produk Dan Kualitas Layanan Terhadap Citra Merek Pada Giant Citra Raya Jakarta. Jurnal Manajemen 21 (3), 317-335.
Alafityanto, A., & Djumarno, D. (2018) Pengaruh Kualitas Produk, Harga Produk dan Distribusi terhadap Kepuasan Pelanggan Serta Pengaruhnya terhadap Loyalitas Customer (Study pada PT Berri Indosari). Swot, 7(2).
Ali, H., Hadibrata,B., Buchori, CD. (2016). One Stop Services: Quality of Service and Accessibility to
Ali, H., Limakrisna, N., & Djamalluddin, S. (2016). Model of customer satisfaction: the empirical study at BRI in Jambi. International Journal of Applied Business and Economic Research, 707-719.
Bergel, M., & Brock, C. (2019). Visitors’ loyalty and price perceptions: the role of customer engagement. The Service Industries Journal, 39(7-8), 575-589
Cheng, B. L., Gan, C. C., Imrie, B. C., & Mansori, S. (2019). Service recovery, customer satisfaction and customer loyalty: evidence from Malaysia’s hotel industry. International Journal of Quality and Service Sciences.
Djumarno, S. A., & Djamaluddin, S. (2018). Effect of Product Quality and Price on Customer Loyalty through Customer Satisfaction. International Journal of Business and Management Invention (IJBMI), 7(8), 12-20.
Djumarno, S. A., & Djamaluddin, S. (2018). Effect of Product Quality and Price on Customer Loyalty through Customer Satisfaction. International Journal of Business and Management Invention (IJBMI), 7(8), 12-20.
Djumarno, S. O., & Djamaludin, S.(2017): The Effect of Brand Image, Product Quality, and Relationship Marketing on Customer Satisfaction and Loyalty. Journal of Business Marketing and Management, 15-24.
El-Adly, M. I. (2019). Modelling the relationship between hotel perceived value, customer satisfaction, and customer loyalty. Journal of Retailing and Consumer Services, 50, 322-332.
Ely, R. (2019). THE EFFECT OF PRODUCT QUALITY TO THE CUSTOMER SATISFACTION AND CUSTOMER LOYALTY ON THE LOCAL FOOD (Case Study in PT ASESE) (Doctoral dissertation, Universitas Andalas).
Ghozali, Imam. (2011). Aplikasi Analisis Multivariate Dengan Program SPSS. Semarang, Edisi 5. BP
Griffin, Ricky W., and Moorhead, Gregory., 2014. Organizational Behavior: Managing People and Organizations. Eleventh Edition. USA: South Western
HUDAYA, A. (2018). ANALISIS FAKTOR YANG MEMPENGARUHI KEPUTUSAN PEMBELIAN (Studi kasus kedai Gerobak Kopi Seruput Jakarta) (Doctoral dissertation, Universitas Mercu Buana Jakarta).
Hui-Chun Huang Ya-Ting Chang Che-Yi Yeh Chung-Wei Liao , 2014, Promote the price promotion. International Journal of Contemporary Hospitality Management, . 26 (7) 1065 – 1082
Ikhsani, K., Ali, H. (2017). Keputusan Pembelian: Analisis Kualitas Produk, Harga dan Brand Awareness (Studi Kasus Produk Teh Botol Sosro di Giant Mall Permata Tangerang). Swot 7 (3), 523-541
Konuk, F. A. (2019). The influence of perceived food quality, price fairness, perceived value and satisfaction on customers’ revisit and word-of-mouth intentions towards organic food restaurants. Journal of Retailing and Consumer Services, 50, 103-110.
Kotler, Philip . (2012). Prinsip-prinsip Pemasaran .Edisi Ketigabelas Jilid I. Erlangga. Jakarta.
Kotler, Philips & Amstrong, Gary (2012). Prinsip-prinsip Pemasaran Edisi 13, Jilid 1, Jakarta : Erlangga.
Kottler, Philip, Keller, L Kevin (2012). Manajemen Pemasaran. Edisi 12. Jakarta: Erlangga.
Limakrisna, N., Ali, H. (2016). Model of customer satisfaction: Empirical study at fast food restaurants in bandung. International Journal Of Business And Commerce 5 (6), 132-146.
Nafisa, J., & Sukresna, I. M. (2018). Analisis Pengaruh Kualitas Layanan, Harapan Kinerja Dan Citra Perusahaan Terhadap Loyalitas Pelanggan Melalui Kepuasan Pelanggan Sebagai Variabel Intervening (Studi Pada Rumah Sakit Islam Sultan Agung Semarang). Diponegoro Journal Of Management, 7(4), 78-104.
Nwachukwu, A., Benson-Eluwa, V., Valentine, I. E., & Keneth, O. (2019). Product Quality Perception and Customer Loyalty. Archives of Business Research, 7(3.2).
Rohwiyati, R., & Praptiestrini, P. (2019). The Effect of Shopee e-Service Quality and Price Perception on Repurchase Intention: Customer Satisfaction as Mediation Variable. Indonesian Journal of Contemporary Management Research, 1(1), 47-54.
Romdonny, J., & Rosmadi, M. L. N. (2019). Factors Affecting Customer Loyalty in Products. Budapest International Research and Critics Institute (BIRCI-Journal): Humanities and Social Sciences, 2(1).
SiVARAM, M., Hudaya, A., & Ali, H. (2019). BUILDING A PURCHASE AND PURCHASE DECISION: ANALYSIS OF BRAND AWARENESS AND BRAND LOYALTY. Dinasti International Journal of Education Management And Social Science, 1(2), 235-248.
Sugiyono. (2016). Metode Penelitian Bisnis. Alfabeta. Bandung.
Sugiyono. (2011). Metode Penelitian Pendidikan (Pendekatan Kuantitatif, Kualitatif dan R&D). Alfabeta. Bandung.
Sulistiorini, MS., Ali, H. (2017). Customer Satisfaction Model: Product Analysis, Price, Promotion and Distribution (Case Study At Pt Integrasia Utama). International Journal of Applied Business and Economic Research. the Investor Loyalty: The Investment Coordinating Board. International Journal of Business and Commerce.
Te Tu, Y., Wang, C. M., & Chang, H. C. (2012). Corporate Brand Image and Customer Satisfaction on Loyalty: An Empirical Study of Starbucks Coffee in Taiwan. Taiwan. Journal of Social and Development Sciences, 3(1), 24-32.
Tjiptono, Fandy & Gregorius Chandra (2011). Service, Quality & Satisfaction. Edisi 3, Andi: Yogyakarta.
Tjiptono, Fandy (2014). Strategi pemasaran. Edisi 4. ANDI: Yogyakarta
Tjiptono, Fandy. (2008). Strategi pemasaran. Edisi 3. ANDI: Yogyakarta
Turuis, T. F. (2019). Analisis Faktor-Faktor Yang Mempengaruhi Loyalitas Nasabah Tabungan Bunaken Pada PT. Bank SulutGo Kantor Cabang Pembantu Ranotana. JURNAL RISET BISNIS DAN MANAJEMEN, 7(4).
Wantara, P., & Tambrin, M. (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.
Xie, Y. (2020). The relationship among marketing mix, customer satisfaction and customer loyalty of Chinese tourists to budget hotel of central Bangkok.
Yunita, D., Ali, H. (2017). Model of Purchasing Decision (Renting) of Generator Set: Analysis of Product Quality, Price an Service at PT. Hartekprima Listrindo. Scholars Journal of Economics, Business and Management, e-ISSN, 2348-5302.
Alafityanto, A., & Djumarno, D. (2018) Pengaruh Kualitas Produk, Harga Produk dan Distribusi terhadap Kepuasan Pelanggan Serta Pengaruhnya terhadap Loyalitas Customer (Study pada PT Berri Indosari). Swot, 7(2).
Ali, H., Hadibrata,B., Buchori, CD. (2016). One Stop Services: Quality of Service and Accessibility to
Ali, H., Limakrisna, N., & Djamalluddin, S. (2016). Model of customer satisfaction: the empirical study at BRI in Jambi. International Journal of Applied Business and Economic Research, 707-719.
Bergel, M., & Brock, C. (2019). Visitors’ loyalty and price perceptions: the role of customer engagement. The Service Industries Journal, 39(7-8), 575-589
Cheng, B. L., Gan, C. C., Imrie, B. C., & Mansori, S. (2019). Service recovery, customer satisfaction and customer loyalty: evidence from Malaysia’s hotel industry. International Journal of Quality and Service Sciences.
Djumarno, S. A., & Djamaluddin, S. (2018). Effect of Product Quality and Price on Customer Loyalty through Customer Satisfaction. International Journal of Business and Management Invention (IJBMI), 7(8), 12-20.
Djumarno, S. A., & Djamaluddin, S. (2018). Effect of Product Quality and Price on Customer Loyalty through Customer Satisfaction. International Journal of Business and Management Invention (IJBMI), 7(8), 12-20.
Djumarno, S. O., & Djamaludin, S.(2017): The Effect of Brand Image, Product Quality, and Relationship Marketing on Customer Satisfaction and Loyalty. Journal of Business Marketing and Management, 15-24.
El-Adly, M. I. (2019). Modelling the relationship between hotel perceived value, customer satisfaction, and customer loyalty. Journal of Retailing and Consumer Services, 50, 322-332.
Ely, R. (2019). THE EFFECT OF PRODUCT QUALITY TO THE CUSTOMER SATISFACTION AND CUSTOMER LOYALTY ON THE LOCAL FOOD (Case Study in PT ASESE) (Doctoral dissertation, Universitas Andalas).
Ghozali, Imam. (2011). Aplikasi Analisis Multivariate Dengan Program SPSS. Semarang, Edisi 5. BP
Griffin, Ricky W., and Moorhead, Gregory., 2014. Organizational Behavior: Managing People and Organizations. Eleventh Edition. USA: South Western
HUDAYA, A. (2018). ANALISIS FAKTOR YANG MEMPENGARUHI KEPUTUSAN PEMBELIAN (Studi kasus kedai Gerobak Kopi Seruput Jakarta) (Doctoral dissertation, Universitas Mercu Buana Jakarta).
Hui-Chun Huang Ya-Ting Chang Che-Yi Yeh Chung-Wei Liao , 2014, Promote the price promotion. International Journal of Contemporary Hospitality Management, . 26 (7) 1065 – 1082
Ikhsani, K., Ali, H. (2017). Keputusan Pembelian: Analisis Kualitas Produk, Harga dan Brand Awareness (Studi Kasus Produk Teh Botol Sosro di Giant Mall Permata Tangerang). Swot 7 (3), 523-541
Konuk, F. A. (2019). The influence of perceived food quality, price fairness, perceived value and satisfaction on customers’ revisit and word-of-mouth intentions towards organic food restaurants. Journal of Retailing and Consumer Services, 50, 103-110.
Kotler, Philip . (2012). Prinsip-prinsip Pemasaran .Edisi Ketigabelas Jilid I. Erlangga. Jakarta.
Kotler, Philips & Amstrong, Gary (2012). Prinsip-prinsip Pemasaran Edisi 13, Jilid 1, Jakarta : Erlangga.
Kottler, Philip, Keller, L Kevin (2012). Manajemen Pemasaran. Edisi 12. Jakarta: Erlangga.
Limakrisna, N., Ali, H. (2016). Model of customer satisfaction: Empirical study at fast food restaurants in bandung. International Journal Of Business And Commerce 5 (6), 132-146.
Nafisa, J., & Sukresna, I. M. (2018). Analisis Pengaruh Kualitas Layanan, Harapan Kinerja Dan Citra Perusahaan Terhadap Loyalitas Pelanggan Melalui Kepuasan Pelanggan Sebagai Variabel Intervening (Studi Pada Rumah Sakit Islam Sultan Agung Semarang). Diponegoro Journal Of Management, 7(4), 78-104.
Nwachukwu, A., Benson-Eluwa, V., Valentine, I. E., & Keneth, O. (2019). Product Quality Perception and Customer Loyalty. Archives of Business Research, 7(3.2).
Rohwiyati, R., & Praptiestrini, P. (2019). The Effect of Shopee e-Service Quality and Price Perception on Repurchase Intention: Customer Satisfaction as Mediation Variable. Indonesian Journal of Contemporary Management Research, 1(1), 47-54.
Romdonny, J., & Rosmadi, M. L. N. (2019). Factors Affecting Customer Loyalty in Products. Budapest International Research and Critics Institute (BIRCI-Journal): Humanities and Social Sciences, 2(1).
SiVARAM, M., Hudaya, A., & Ali, H. (2019). BUILDING A PURCHASE AND PURCHASE DECISION: ANALYSIS OF BRAND AWARENESS AND BRAND LOYALTY. Dinasti International Journal of Education Management And Social Science, 1(2), 235-248.
Sugiyono. (2016). Metode Penelitian Bisnis. Alfabeta. Bandung.
Sugiyono. (2011). Metode Penelitian Pendidikan (Pendekatan Kuantitatif, Kualitatif dan R&D). Alfabeta. Bandung.
Sulistiorini, MS., Ali, H. (2017). Customer Satisfaction Model: Product Analysis, Price, Promotion and Distribution (Case Study At Pt Integrasia Utama). International Journal of Applied Business and Economic Research. the Investor Loyalty: The Investment Coordinating Board. International Journal of Business and Commerce.
Te Tu, Y., Wang, C. M., & Chang, H. C. (2012). Corporate Brand Image and Customer Satisfaction on Loyalty: An Empirical Study of Starbucks Coffee in Taiwan. Taiwan. Journal of Social and Development Sciences, 3(1), 24-32.
Tjiptono, Fandy & Gregorius Chandra (2011). Service, Quality & Satisfaction. Edisi 3, Andi: Yogyakarta.
Tjiptono, Fandy (2014). Strategi pemasaran. Edisi 4. ANDI: Yogyakarta
Tjiptono, Fandy. (2008). Strategi pemasaran. Edisi 3. ANDI: Yogyakarta
Turuis, T. F. (2019). Analisis Faktor-Faktor Yang Mempengaruhi Loyalitas Nasabah Tabungan Bunaken Pada PT. Bank SulutGo Kantor Cabang Pembantu Ranotana. JURNAL RISET BISNIS DAN MANAJEMEN, 7(4).
Wantara, P., & Tambrin, M. (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.
Xie, Y. (2020). The relationship among marketing mix, customer satisfaction and customer loyalty of Chinese tourists to budget hotel of central Bangkok.
Yunita, D., Ali, H. (2017). Model of Purchasing Decision (Renting) of Generator Set: Analysis of Product Quality, Price an Service at PT. Hartekprima Listrindo. Scholars Journal of Economics, Business and Management, e-ISSN, 2348-5302.
Downloads
Published
2021-03-01
Issue
Section
Articles
License
Authors who publish their manuscripts in this journal agree to the following conditions:
- The copyright on each article belongs to the author(s).
- The author acknowledges that the Dinasti International Journal of Digital Business Management (DIJDBM) has the right to be the first to publish with a Creative Commons Attribution 4.0 International license (Attribution 4.0 International (CC BY 4.0).
- Authors can submit articles separately, arrange for the non-exclusive distribution of manuscripts that have been published in this journal into other versions (e.g., sent to the author's institutional repository, publication into books, etc.), by acknowledging that the manuscript has been published for the first time in the Dinasti International Journal of Digital Business Management (DIJDBM).
