REVIEW AND ANALYSIS: THE INFLUENCE OF RELATIONSHIP QUALITY AND SERVICE QUALITY ON CUSTOMER SATISFACTION AND ITS IMPLICATIONS ON LOYALTY
DOI:
https://doi.org/10.31933/dijemss.v1i5.345Keywords:
Relationship Quality, Service Quality, Customer Satisfaction, Customer LoyaltyAbstract
The purpose of this study is to determine the effect of relationship quality of customer satisfaction, the effect of service quality of customer satisfaction, the influence of relationship quality on customer loyalty, the effect of service quality on customer loyalty, the influence of relationship quality and service quality together on customer satisfaction, the influence relationship quality and service quality together on customer loyalty, the effect of customer satisfaction on loyalty, the effect of relationship quality, service quality, and customer satisfaction together on student loyalty in informatics in Bandung. The research method used is descriptive verification analysis research using Structural Equation Modeling (SEM) analysis design. From the results of this study, it can be concluded that the quality of service and service quality both partially and simultaneously will affect customer satisfaction resulting in increased customer loyalty.
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Armistead & Clark, 1996, Services and Support to Customers, Elex Media Komputindo, Jakarta
Babbacus, E., & G.W. Boller, 1992, "An Empirical Assessment of the SEQUAL Scale, “Journal of Business Research, 24.
Bagozzi, Richard P 1995, “Reflections on Relationship Marketing in Consumer Markets”, Journal of the Academy of Marketing Science, 23 (4).
Bendapudi, Neeli & Leonard L. Berry 1997, “Customers Motivations for Maintaining Relationships with Service Providers”, Journal of Retailing. 73.
Berry, Leonard L., 1983, “Relationship Marketing”, L. Berry, G.L. Shostack, and G.D. Upah, eds., Chicago: American Marketing Association.
______., & A. Parasuraman, 1991, Marketing Service, New York: The Free Press.
Brown, T.J., G.A. Churchill & J.P. Peter 1993, “Improving the Measurement of Service Quality,” Journal of Retailing No. 69 (1, Spring).
Carman, J.M. 1990, “Consumer Perceptions of Service Quality an Assessment of the SERVQUAL Dimensions”, Journal of Retailing No. 66 (1, Spring).
Cooper & Shindler, 1998, Business Research Methods, Fifth Edition, Irwin Inc
Cronin, J. Joseph Jr & Steven A. Taylor 1992. Measuring Service Quality: A Reexamination and Extension, Journal of Marketing, 56 (July).
Dessler, 2000, Human Resource Management, Prentice Hall: New Jersey
Dick & Basu, 1994, Consumer Behaviour: Implication for Marketing Strategy, Sixth Edition, Irwin Inc, USA
Djarwanto & Subagyo, Pangestu, 1993, Economic Research Methodology, Alfabeta, Bandung
Dwyer, F. Robert., Paul H. Schurr, & Sejo Oh, 1997, “Developing Buyer-Seller Relationship”, Journal of Marketing, Vol. 51 (April).
Eagle & Chaiken, 1993, The Essence of Service Marketing, Translate Fandy Tjiptono, Andi Offset, Yogyakarta
Eko Waluyo, 2003, Relationship between Service Satisfaction with Commitment of Starred Hotel Customers in Yogyakarta City, Thesis, UPN Yogyakarta
Ferrina Dewi & Pantja Jati, 2000, Relationship between Service Satisfaction with Commitment of Starred Hotel Customers in Yogyakarta City, Thesis, UPN Yogyakarta...
Fourman & Yao, 1998, Customer Satisfaction: How to Maximize, Measure and Market Your Company, AMA, New York
Freeman, K.D. 7 J. Dart 1993, “Measuring the Perceived Quality of Professional Business Services, “Journal of Professional Services Marketing No.9 (1).
Fullerton, Gordon & Shirley Taylor 2000., The Role of Commitment in Service Relationship, Kingston, Ontario: School of Business Acadia University, limited publication.
Garbarino, Ellen & Mark S. Johnson. 1999, The Different Roles of Satisfaction, Trust and Commitment in Customer Relationships. Journal of Marketing Vol. 63 (April)
Gundlach, 1995, The Structure of Commitment in Exchange, Journal of Marketing, 1995 (January)
Gujarati, 1999, Econometrica, Mc Graw Hill Inc
Hadi, Sutrisno, 1992, Research Methodology, Second Edition, First Printing, Gamma Press, Yogyakarta
Heide, Jan B & John, George 1992, "Do Norm Matter in Marketing Relationship?", Journal of Marketing, No. 56 (April).
Hendra Purwanta, 2001, Effect of Service Quality on Consumer Commitment (Case Study on Warung Tempe Penyet in Yogyakarta City), Thesis, Unika Atmajaya, Yogyakarta
Hutt & Speh, 1992, Bussines and Society, Mc Graw Hill, Japan
Jasfar, 2002, Service Quality and Its Relationship with Loyalty and Consumer Commitment: A Study of Beauty Salon Customers in Jabotabek, Indonesian Economic Business Journal.
Kotler, 1997, Marketing Principles, PT Prenhallindo, Jakarta
Laccobucci, 1998, Measurement and Evaluation Satisfaction, Journal of Retailing
Lappiere, 1996, Service Quality: The Construct, Its Dimensionality, and Its Measurement, Services Marketing Management, Volume 5
Moorman, 1992, Relationship Between Providers and User Marketing Research: The Dynamics of Trust Within and Between Organization, Journal of Marketing Research, 29 August.
Nurgiantoro, 2002, Statistik Terapan, Gama Press, Yogyakarta
Olson, 1993, Consumer Behaviour and Strategy, Irwin Inc, Boston
Parasuraman, 1994, Behavioral Consequences of Service Quality, Journal of Marketing, 60 (April)
Pederson & Nysveen, 2000, Commitment and Service Relationship, Managing Service Quality, Vol. 6
Reitveld & Lasmono, 1993, Consumer Psychology in Marketing, Graffiti, Jakarta
Sembiring, R.K., 1995, Applied Regression Analysis, First Edition, ITB, Bandung
Sharp, 1997, Consumer Behavior, The Dryden Press, New York
Steer, Porter, 1983, Motivation and Behaviour, Academic Press, New York
Suharsimi Arikunto, 1993, Research Procedure, Second Edition, Rineka Cipta, Jakarta
_______________, 2002, Research Management, Third Edition, Rineka Cipta, Jakarta
Surachmad, 1996, Marketing Management, IPWI Publishing Agency, Jakarta
Sugiyono, 2002, Business Research Methods, Alfabeta, Bandung
Wycjof & Lovelock, 1998, Negative Evaluation of Service Quality, Journal Marketing Practice: Applied Marketing Sciences
Yazid, 1999, Factors of Customer Satisfaction and Customer Loyalty: Case Study on CV Sarana Media Advertising Surabaya, Thesis, Unika Widya Mandala, Surabaya
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Published
2020-06-25
How to Cite
frederik, L., Deden Komar Priatna, & Winna Roswina. (2020). REVIEW AND ANALYSIS: THE INFLUENCE OF RELATIONSHIP QUALITY AND SERVICE QUALITY ON CUSTOMER SATISFACTION AND ITS IMPLICATIONS ON LOYALTY. Dinasti International Journal of Education Management And Social Science, 1(5), 724–738. https://doi.org/10.31933/dijemss.v1i5.345
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