ANALYSIS OF FACTORS AFFECTING CUSTOMER SATISFACTION TO GET CUSTOMER LOYALTY
DOI:
https://doi.org/10.31933/dijdbm.v2i5.964Keywords:
product quality, price perception, customer satisfaction, customer loyalityAbstract
The digital era brings humanity into life easier, even in ordering food or drinks in the modern era is very easy. Because it is supported by sophisticated technology, it will support a more aggressive economy. However, this is an aspect that is considered by researchers, with an economy supported by sophisticated technology, there will be quite tight competition, many MSME companies feel helped but many small companies are threatened due to lack of knowledge about strategies for customer satisfaction related to product quality and price perception. The variable behind customer satisfaction is expected to bring customers into loyal customers. This study required 130 customers as respondents in the study who would be randomly selected to answer the research questionnaire
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Wang, S., Hu, Q., & Liu, W. (2017). Price and quality-based competition and channel structure with consumer loyalty. European Journal of Operational Research. https://doi.org/10.1016/j.ejor.2017.03.052
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.
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Yusuf, M., Nurhilalia, & Putra, A. H. P. K. (2019). The impact of product quality, price, and distribution on satisfaction and loyalty. Journal of Distribution Science. https://doi.org/10.15722/jds.17.10.201910.17
Affandi, E., & Sulistyawati, E. (2015). PERAN KEPERCAYAAN TAMU DALAM MEMEDIASI PENGARUH KEPUASAN KONSUMEN TERHADAP LOYALITAS PELANGGAN HOTEL TAMAN AGUNG. E-Jurnal Manajemen Universitas Udayana.
Brata, B. H., Husani, S., & Ali, H. (2017). The Influence of Quality Products, Price, Promotion, and Location to Product Purchase Decision on Nitchi At PT. Jaya Swarasa Agung in Central Jakarta. 2(5B), 584–590.
Çak?c?, A. C., Akgündüz, Y., & Y?ld?r?m, O. (2019). The impact of perceived price justice and satisfaction on loyalty: the mediating effect of revisit intention. Tourism Review.
Calvo-Porral, C., & Levy-Mangin, J. P. (2016). Specialty food retailing: The role of purchase frequency and determinants of customer satisfaction and loyalty. British Food Journal. https://doi.org/10.1108/BFJ-03-2016-0100
Cristo, M., Saerang, D., & Worang, F. (2017). THE INFLUENCE OF PRICE, SERVICE QUALITY, AND PHYSICAL ENVIRONMENT ON CUSTOMER SATISFACTION. CASE STUDY MARKOBAR CAFE MANDO. Jurnal Riset Ekonomi, Manajemen, Bisnis Dan Akuntansi. https://doi.org/10.35794/emba.v5i2.15962
Fatmawati, N., & Soliha, E. (2017). Kualitas Produk, Citra Merek dan Persepsi Harga Terhadap Proses Keputusan Pembelian Konsumen Sepeda Motor Matic “Honda.” Jurnal Manajemen Teori Dan Terapan | Journal of Theory and Applied Management. https://doi.org/10.20473/jmtt.v10i1.5134
Ferdinand, P. D. A. (2016). Metode Penelitian Manajemen: Pedoman Penelitian untuk Skripsi, Tesis dan Disertasi Ilmu Manajemen. In BP Undip 2.
Fernandes, A. A. R., & Solimun, S. (2018). The mediation effect of customer satisfaction in the relationship between service quality, service orientation, and marketing mix strategy to customer loyalty. Journal of Management Development. https://doi.org/10.1108/JMD-12-2016-0315
Ghezelbash, S., & Khodadadi, H. (2017). Evaluating the Impact of Promotion Price, Product Quality, Service Quality, Customer Satisfaction and Repeating Purchase Incentives (Case Study: Amiran Chain Stores). Journal of Internet Banking and Commerce.
Ghozali, I. (2017). Model Persamaan Struktural. Konsep dan Aplikasi Dengan Program AMOS 24.0. Update Bayesian SEM. In Model Persamaan Struktural. Konsep dan Aplikasi Dengan Program AMOS 24. Update Bayesian SEM.
Hoe, L. C., & Mansori, S. (2018). The Effects of Product Quality on Customer Satisfaction and Loyalty: Evidence from Malaysian Engineering Industry. International Journal of Industrial Marketing. https://doi.org/10.5296/ijim.v3i1.13959
Hudaya, A. (2020). Analysis of Customer Loyalty Through Customer Satisfaction in Kedai Coffee (Case Study of SMEs in Jakarta Indonesia). Dinasti International Journal of Management Science. https://doi.org/10.31933/dijms.v1i6.407
Ikhsani, K., & Ali, D. H. (2017). Keputusan Pembelian: Analisis Kualitas Produk, Harga dan Brand Awareness (Studi Kasus Produk Teh Botol Sosro di Giant Mall Permata Tangerang). In Jurnal SWOT.
Ing, P. G., Zheng Lin, N., Xu, M., & Thurasamy, R. (2019). Customer loyalty in Sabah full service restaurant. Asia Pacific Journal of Marketing and Logistics. https://doi.org/10.1108/APJML-07-2019-0437
Khoironi, T. A., Syah, H., & Dongoran, P. (2018). Product Quality, Brand Image and Pricing to Improve Satisfaction Impact on Customer Loyalty. International Review of Management and Marketing.
Kotler, P. (2012). Marketing management/Philip Kotler, Kevin Lane Keller. Pearson Education International.
Kotler, P., & Keller, K. L. (2016). Marketing Mangement. In Pearson Edition Limited.
Leguina, A. (2015). A primer on partial least squares structural equation modeling (PLS-SEM). International Journal of Research & Method in Education. https://doi.org/10.1080/1743727x.2015.1005806
M, A., & Ali, H. (2017). Model Kepuasan Pelanggan: Analisis Kualitas Produk Dan Kualitas Layanan Terhadap Citra Merek Pada GIANT Citra Raya Jakarta. Jurnal Manajemen. https://doi.org/10.24912/jm.v21i3.254
Moorhead, G., & Griffin, R. W. (2013). Perilaku Organisasi Manajemen Sumber Daya Manusia dan Organisasi (Diana Angelica, Penerjemah.). In Jakarta: Penerbit Salemba Empat.
Pasharibu, Y., Paramita, E. L., & Febrianto, S. (2018). Price, service quality and trust on online transportation towards customer satisfaction. Jurnal Ekonomi Dan Bisnis. https://doi.org/10.24914/jeb.v21i2.1965
Rimawan, E., Mustofa, A., & Mulyanto, A. D. (2017). The Influence of Product Quality, Service Quality and Trust on Customer Satisfaction and Its Impact on Customer Loyalty (Case Study PT ABC Tbk). International Journal of Scientific & Engineering Research.
Saleem, M. A., Zahra, S., & Yaseen, A. (2017). Impact of service quality and trust on repurchase intentions – the case of Pakistan airline industry. Asia Pacific Journal of Marketing and Logistics. https://doi.org/10.1108/APJML-10-2016-0192
Sugiyono. (2014). Metode Penelitian Pendidikan pendekatan Kuantitatif, Kualitatif dan R&D. In METODE PENELITIAN ILMIAH.
Suhaily, L., & Soelasih, Y. (2017). What Effects Repurchase Intention of Online Shopping. International Business Research. https://doi.org/10.5539/ibr.v10n12p113
Tefera, O., & Govender, K. (2017). Service quality, customer satisfaction and loyalty: The perceptions of Ethiopian hotel guests. African Journal of Hospitality, Tourism and Leisure.
Tjiptono, & Fandy. (2015). Strategi Pemasaran. In Yogyakarta: Andi.
Wang, S., Hu, Q., & Liu, W. (2017). Price and quality-based competition and channel structure with consumer loyalty. European Journal of Operational Research. https://doi.org/10.1016/j.ejor.2017.03.052
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.
Wibowo, A. (2015). PENGARUH RELATIONSHIP MARKETING TERHADAP LOYALITAS PELANGGAN (Survei pada Pelanggan Savana Hotel dan Convention Malang). Jurnal Administrasi Bisnis S1 Universitas Brawijaya.
Yusuf, M., Nurhilalia, & Putra, A. H. P. K. (2019). The impact of product quality, price, and distribution on satisfaction and loyalty. Journal of Distribution Science. https://doi.org/10.15722/jds.17.10.201910.17
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2021-09-25
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