Prediksi Kepuasan Pelanggan, Kualitas Layanan, Dan Kepercayaan Merek Terhadap Loyalitas Pelanggan Chatime
Article Sidebar
Main Article Content
Abstract
The purpose of this research is to examine whether customer satisfaction, service quality and brand trust can predict customer loyalty of Chatime customer’s in Faculty of Economics at Tarumanagara University. The populations of this research are Chatime customer’s in Faculty of Economics at Tarumanagara University. The samples are 100 respondents by online questionnaires.The data analysis technique uses SEM and is treated with Partial Least Square 3.0. The result of this study arecustomer satisfaction and brand trust are significantly predicted customer loyalty. Service quality is unsignificantly can predict customer loyalty.
Tujuan dari penelitian ini adalah untuk menguji apakah kepuasan pelanggan, kualitas layanan dan kepercayaan merek dapat memprediksi loyalitas pelanggan Chatime di Fakultas Ekonomi Universitas Tarumanagara. Populasi penelitian ini adalah pelanggan Chatime di Fakultas Ekonomi Universitas Tarumanagara. Sampel penelitian ini adalah 100 responden dengan kuesioner yang disebarkan secara online. Teknik analisis data menggunakan SEM dan di olah dengan Partial Least Square 3.0.Hasil dari penelitian ini adalah kepuasan pelanggan dan kepercayaan merek signifikanmemprediksi loyalitas pelanggan. Kualitas layanan tidak memiliki pengaruh signifikan memprediksi loyalitas pelanggan.
Article Details
This work is licensed under a Jurnal Muara Ilmu Ekonomi dan Bisnis Creative Commons Attribution-ShareAlike 4.0 International License.,/p>
References
Calvo-Porral, C., and Levy-Mangin, J. (2016). Specialty food retailing. British Food
Journal, 118(11), 2798-2814. doi:10.1108/bfj-03-2016-0100/.
Chang, C., and Hung, J. (2018). The effects of service recovery and relational selling
behavior on trust, satisfaction, and loyalty. International Journal of Bank
Marketing, 36(7), 1437-1454. doi:10.1108/ijbm-07-2017-0160.
Chatime. (n.d.) ( Retrieved From: http://chatime.co.id /26-09-2018).
El-Manstrly, D. (2016). Enhancing customer loyalty: critical switching cost factors.
Journal of Service Management, 27(2), 144-169. doi:10.1108/josm-09-2015-0291.
Gupta, S., McLaughlin, E., and Gomez, M. (2007). Guest Satisfaction and Restaurant
Performance. Cornell Hotel and Restaurant Administration Quarterly, 48(3), 284-
doi:10.1177/0010880407301735.
Hair, J., Ringle, C., and Sarstedt, M. (2011). PLS-SEM: Indeed A Silver Bullet. The Journal
of Marketing Theory and Practice, 19(2), 139-151.
Hapsari, R., Clemes, M. D., and Dean, D. (2017). The impact of service quality, customer
engagement and selected marketing constructs on airline passenger loyalty.
International Journal of Quality and Service Sciences, 9(1), 21-40.
doi:10.1108/ijqss-07-2016-0048.
Kaura, V., Durga Prasad, C. S., and Sharma, S. (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.
doi:10.1108/ijbm-04-2014-0048.
Kipkirong Tarus, D., and Rabach, N. (2013). Determinants of customer loyalty in Kenya:
does corporate image play a moderating role? The TQM Journal, 25(5), 473-491.
doi:10.1108/tqm-11-2012-0102.
Kotler, P., and Armstrong, G. (2010). Principles of marketing (13th edition.), New Jersey :
Prentice Hall.
Kotler, P., and Keller, K. L. (2009). Marketing management. Upper Saddle River, N.J:
Pearson Prentice Hall.
Kotler, P., and Keller, K. (2012). Marketing Management (14th ed.). New Jersey, 07458:
Pearson Education, Inc.
Lau, G, dan Lee, S, (1999). “Consumers Trust In A Brand And Link To Brand Loyalty”,
Journal of Marketing Focused Management.
Lee, S. Y. (2017). Service quality of sports centers and customer loyalty. Asia Pacific
Journal of Marketing and Logistics, 29(4), 870-879. doi:10.1108/apjml-10-2016-
Lovelock,C and Wirtz,J. (2004). “Services Marketing”, Fifth Edition, Pretince Hall, New
jersey.
Olorunniwo, F. and Hsu, M.K. (2006), “A typology analysis of service quality, customer
satisfaction and behavioral intentions in mass services”, Managing Service Quality,
Vol. 16 No. 2, pp. 106-23.
Wilfridus Setu Embu. (2018, May 26). Konsumsi energi Indonesia tumbuh 4 persen tiap
tahun, ini faktanya (Retrieved From:https://www.merdeka.com/uang/konsumsienergi-indonesia-tumbuh-4-persen-tiap-tahun-ini-faktanya.html/ 26-09-2018).
Yim, C. K., Tse, D. K., and Chan, K. W. (2008). Strengthening Customer Loyalty through
Intimacy and Passion: Roles of Customer–Firm Affection and Customer–Staff
Relationships in Services. Journal of Marketing Research, 45(6), 741-756.
doi:10.1509/jmkr.45.6.741.