BUILD CUSTOMER LOYALTY HU NEWSPAPER COMPASS
DOI:
https://doi.org/10.31933/dijms.v1i3.170Keywords:
Relations Customer, Product Attributes, Customer Value, Customer LoyaltyAbstract
Companies engaged in the industry of Newspapers in Jakarta faced the problems to maintain and increase customer loyalty. In strategic marketing, failure to maintain and increase customer loyalty greatly interfere with the performance of the company. This is reasonable because customer loyalty is an important component of corporate performance. If this happens then the company will have difficulties in maintaining and developing the internal resources and advantages. Companies that are not able to maintain and develop the internal resources and advantages are threatened with bankruptcy because it will have implications on revenue. The purpose of this study was to determine the customer relations HU Compass, Compass HU determine product attributes, relations determine the effect of customer and product attributes on customer value HU Compass, relations determine the effect of customer and product attributes on customer loyalty HU Compass. determine the effect of customer value on customer loyalty HU Compass. The method used is descriptive and survey method explanatory survey with a sample size of 70 customers HU Compass in South Jakarta as the unit of analysis.
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Parasuraman, A., VA Zeithaml and LL Berry(1985), A Conceptual Model of Service Quality and Its Implication for Future Research, Journal of Marketing, Vol. 49 (Fall).
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Payne, Adrian (2000), The Essence of Service Marketing, Interpreting, First Edition. Yogyakarta: Andi.
Schiffman, Leon G and Leslie Lazar Kanuk (1991), Consumer Behavior, New Jersey: Engle Wood clefts.
Urban, Glen L & Steven H. Star (1991), Advanced Marketing Strategy: Phenomena, Analysis, Decision, New Jersey: Prentice-Hall.
Zeithaml, Valarie A., Leonard L. Berry and A. Parasuraman(1996), The Behavior Consequences of Service Quality, Journal of Marketing, Vol. 60 (April), 31-46.
-------------------------------------------------- -------------------------- (1990), Delivery of Quality Service; Balancing Customer Perception and Expectation, New York: The Tree Press
Zeithaml, Valerie A & Mary J. Bitner (1996), Service Marketing, NJ: McGraw Hill Co.
Zikmund, William G. (1997), Business Research Methods, 5th Edition, Florida: The Dry and Press.
Assael, Henry (1992), Consumer Behavior and Marketing Action, 4th Edition, Boston: Kent Publishing Co.
................... (1993), Marketing; Principles & Strategy. Orlando: The Dryden Press.
Batra, Promod (2001), Simple Ways to Manage Your Customer Service, New Delhi: Vijay Batra, Think Inc.
Berry, Leonard L. & A. Parasuraman (1991), Marketing service, competing through quality, New York: The Free Press.
-------------------------------------------------- - (1997), Listening to the Consumer - The Concept of a Service-Quality Information System, Sloan Management Review, Spring, 65- 76.
Brown, SW (1991), Service Quality: Multidisciplinary and Multinational Perspectives, New York: Lexington Books.
Christopher L. & Jochen Wirtz (2002), Services Marketing In Asia, Prentice-Hall.
Cooper, Donald R. and Pamela S. Schindles(2001), Business Research Methods, 7th Edition, New York: Mc. Graw Hill Company Inc.
Cronin, J. Joseph and Steven A.Taylor (1992), Measuring Service Quality: A reexamination and extension, Journal of Marketing, Vol. 56, 55-68.
-------------------------------------------------(1994), SERPERF versus SERVQUAL: Reconciling Performance-Based and-Minus-Expectations Perception of Service Quality Measurement, Journal of Marketing, Vol. 58, 125-131.
Devrye, Catherine (1994), Good Service is Good Business; 7 Simple Strategies for Success, Prentice-Hall.
Egan, John (2001), Relationship Marketing: Exploring Relational Strategies in Marketing, England: Pearson Educated Limited.
Fournier, Susan; Susan and David Glen Mick Dobscha(1998), "Preventing the Premature Death of Relationship Marketing", Harvard Business Review on Customer Relationship Management, Harvard Business School Press.
Griffin, Jill (1995), Customer Loyalty: How to Earn it - How to Keep it, New York: Lexington Books.
Griffin, Jill and Michael W. Lowensteini (2001), Customer Win-Back, San Francisco: Jossey Bass.
Grönroos, Christian (1990), Service Management and Marketing: Managing the Moments of Truth in Service Competition, Singapore: Maxwell Macmillan.
Hanna, Nessin and Richard Wozniak (2001), Consumer Behavior: An applied and Approach, Prentice Hall, Inc., New Jersey: Upper Saddle River.
Hapson, Barrie & Mike Scally (1991), 12 Steps to Success Through Service, lifeskill Communication.
Harun al-Rashid (1999), Technique and Preparation Sample Withdrawal Scale, Bandung: Graduate, ubuntu.
Hill, Nigel (1996), Handbook of Customer Satisfaction Measurement, Great Bitan: University Press.
Kotler, Philip(1991), Marketing Management; Analysis, Planning Implementation, and Control. 7th edition. New Jersey: Prentice Hall, Inc.
----------------- (1997), Marketing Management; Analysis, Planning Implementation, and Control, 9th edition, Prentice Hall, Inc.
------------------ (2000), Marketing Management: The Millennium Edition, New Jersey: Prantice Hall.
------------------ (2003), Marketing Management, Eleventh Edition, New Jersey: Prentice Hall Inc.
Kotler, Philip & Hermawan Kartajaya (2000), Repositioning Asia: From the burble to Sustainable Economy, Singapore: John Wiley & Son (Asia) Pte.Ltd.
Kotler, Philip; Hermawan Kertajaya; Hooi Den Huan & Sandra Liu(2003), Rethinking Marketing; Sustainable Marketing Enterprise in Asia, Singapore: Prentice Hall Inc.
Kotler, Philip and Kevin Lane Keller (2009), Marketing Management, 12e. New York: Prentice Hall Inc.
Kotter, John P. & James L. Hesket (1992), Corporate Culture and Performance, The Free Press.
Lovelock, Christopher (2001), Service Marketing, People, Technology, Strategy, 4ND edition, USA: Prentice-Hall.
----------------------------- (1991), Service Marketing: Text, Cases and Reading, New York: Prentice-Hall, Englewood, Clift.
McKenna, Regis (1991), Relationship Marketing, Sydney: Vision Publishing.
Mittal, Banwari and Jagdish N. Sheth (2001), Value Space: Winning the Battle for Market Leadership, USA: McGraw- Hill.
Morgan, Rebecca L. (1996), Calming Upset Customers, New York: Crisp Publications, Inc.
Morgan, Rebecca L. (2001), Serving Customers Disappointed, Translation: Fiyanti Osman, Jakarta: PPM.
Palmer, Andrian (2001), Principles of Services Marketing, USA: Mc. Graw Hill International.
Parasuraman, A., VA Zeithaml and LL Berry(1985), A Conceptual Model of Service Quality and Its Implication for Future Research, Journal of Marketing, Vol. 49 (Fall).
-------------------------------------------------- --------- (1988), SERVQUAL: A Multiple Item Scale for Measuring Consumer Perceptions of Service Quality, Journal of Retailing, Vol. 64.
-------------------------------------------------- -------- (1994), Reassessment of Expectation as a Comparison Standard in Measuring Service Quality: Implication for Further Research, Journal of Marketing, Vol 58.
Payne, Adrian (2000), The Essence of Service Marketing, Interpreting, First Edition. Yogyakarta: Andi.
Schiffman, Leon G and Leslie Lazar Kanuk (1991), Consumer Behavior, New Jersey: Engle Wood clefts.
Urban, Glen L & Steven H. Star (1991), Advanced Marketing Strategy: Phenomena, Analysis, Decision, New Jersey: Prentice-Hall.
Zeithaml, Valarie A., Leonard L. Berry and A. Parasuraman(1996), The Behavior Consequences of Service Quality, Journal of Marketing, Vol. 60 (April), 31-46.
-------------------------------------------------- -------------------------- (1990), Delivery of Quality Service; Balancing Customer Perception and Expectation, New York: The Tree Press
Zeithaml, Valerie A & Mary J. Bitner (1996), Service Marketing, NJ: McGraw Hill Co.
Zikmund, William G. (1997), Business Research Methods, 5th Edition, Florida: The Dry and Press.
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Published
2020-02-19
How to Cite
Sembiring, U. (2020). BUILD CUSTOMER LOYALTY HU NEWSPAPER COMPASS. Dinasti International Journal of Management Science, 1(3), 417–429. https://doi.org/10.31933/dijms.v1i3.170
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