FAKTOR YANG MEMPENGARUHI CUSTOMER LOYALTY DI CARREFOUR
Article Sidebar
Main Article Content
Abstract
Persaingan bisnis retail yang semakin meningkat menuntut para pebisnis untuk menciptakan keunggulan kompetitif agar dapat mempertahankan pangsa pasarnya. Salah satu bisnis retail yang sedang marak di Indonesia yaitu Carrefour. Carrefour memiliki pelanggan yang sangat loyal dibandingkan dengan hypermarket yang lain. Namun, Carrefour tentu harus mempertahankan atau meningkatkan performance agar dapat mewujudkan customer loyalty. Customer satisfaction berkaitan dengan customer loyalty. Untuk meningkatkan customer satisfaction, Carrefour berupaya untuk dapat meningkatkan service quality. Tujuan penelitian yaitu untuk menguji dan menganalisis faktor-faktor yang mempengaruhi service quality terhadap customer satisfaction yang berdampak pada customer loyalty dalam memilih hypermarket. Objek penelitian yaitu pelanggan Carrefour kota besar di Indonesia. Metode penelitian yang digunakan adalah dengan metode penelitian kuantitatif dengan teknik pengambilan sampel data dilakukan dengan menggunakan accidental sampling yang termasuk dalam nonprobability sampling. Data jawaban responden yang merupakan hasil dari penyebaran kuesioner kepada pelanggan Carrefour, diolah dan dianalisis menggunakan metode analisis data yaitu SEM (Structural Equation Modeling) berbasis PLS (Partial Least Square). Hasil penelitian yang diperoleh yaitu variabel service quality berpengaruh terhadap customer satisfaction dan customer loyalty.
Kata kunci: Service Quality, Satisfaction, Loyalty
Article Details
References
Ahearne, M., Mathieu, J. & Rapp, A. (2005). “To empower or not to empower your sales force? An empirical examination of the influence of leadership empowerment behaviour on customer satisfaction and
performance”. Journal of Applied Psychology, Vol. 90 No. 5, pp. 945-955.
Anderson, E.W., Mittal, V. (2000). Strengthening the satisfaction–profit chain. J. Serv. Res. 3, 107–120.
Dadfar, H. & Brege, S. (2012). “Differentiation by improving quality of services at the last touch point: the case of Tehran pharmacies”. International Journal of Quality and Service Sciences, Vol. 4 No. 4, pp. 345-363.
Ehigie, B. O. (2006). Correlates of customer loyalty to their bank: a case study in Nigeria. International Journal of Bank Marketing, 24(7), 494-508.
Ghozali, Imam. (2011). SEM metode alternatif dengan Partial Least Square (PLS). 3nd edition. Badan Penerbit Universitas Diponegoro
Hair, J. F., Hult, G. T. M., Ringle, C. & Sarstedt, M. (2013). A Primer on Partial Least Squares Structural Equation Modeling (PLS-SE). Sage Publications, Inc.
Hallowell, R. (1995). “The relationships of customer satisfaction, customer loyalty, and profitability: an empirical study”. International Journal of Service Industry Management, Vol. 7 No. 4, pp. 27-42.
Hutchinson, J., Lai, F. & Wang, Y. (2009). “Understanding the relationship of quality, value, equity, satisfaction, and behavioural intentions among golf travellers”. Tourism Management, Vol. 30, pp. 298-308.
Ittner, C.D. & Larcker, D.F. (2003). “Coming up short on nonfinancial performance measurement”. Harvard Business Review, Vol. 81 No. 11, pp. 88-95.
Kotler, P. (2000). Marketing Management, Prentice-HalI, Upper Saddle River, NJ.
Kotler, Phillip & Kevin Lane Keller. (2007). Manajemen Pemasaran.Indeks.
Kursunluoglu, Emel. (2014). Shopping centre customer service: creating customer satisfaction and loyalty. Marketing Intelligence & Planning Vol. 32 No. 4, 2014 pp. 528-548
Lam, R., & Burton, S. (2006). SME banking loyalty (and disloyalty): a qualitative study in Hong Kong. International Journal of Bank Marketing, 24(1), 37-52.
Lee, J., Kim, H., Ko, Y.J. & Sagas, M. (2011). “The influence of service quality on satisfaction and intention: a gender segmentation strategy”. Sport Management Review, Vol. 14, pp. 54-63.
Liang, X. & Zhang, S. (2009). “Investigation of customer satisfaction in student food service”. International Journal of Quality and Service Sciences, Vol. 1 No. 1, pp. 113-124.
Miles, P.C. (2013). “Competitive strategy: the link between service characteristics and customer satisfaction”. International Journal of Quality and Service Sciences, Vol. 5 No. 4, pp. 395-414.
Okumu? A., Temizler Z. (2006). Süpermarket Mü?terilerinin Ma?zaya Olan Ba??ml?l?k Derecelerine Göre Pazar Bölümlerinin Tan?mlanmas? Ve Bölümler Aras?ndaki Farkl?l?klar?n Incelenmesi. Yönetim.17:54, 46-61.
Parasuraman, A., Zeithaml, V.A. & Berry, L.L. (1998). “SERVQUAL: a multiple-item scale for measuring consumer perceptions of service quality”. Journal of Retailing, Vol. 64 No. 1, pp. 12-40.
Senic, V. & Marinkovic, V. (2014). “Examining the effect of different components of customer value on attitudinal loyalty and behavioral intentions”. International Journal of Quality and Service Sciences, Vol. 6 Nos 2/3, pp. 134-142.
Sheth, J.N. & Mittal, Banwari. (2004). Customer behavior: a manajerial perspective. Thomson Learning, America.
Shin, Dong-Hee. (2014). Effect of the customer experience on satisfaction with smartphones: Assessing smart satisfaction index with partial least squares. Telecommunications Policy 39 (2015) 627–641
Suriyankietkaew, Suparak. (2016). Effects of sustainable leadership on customer satisfaction: evidence from Thailand. Asia-Pacific Journal of Business Administration Vol. 8 No. 3, 2016 pp. 245-259
Verhoef, P.C. (2003). Understanding the effect of customer relationship management efforts on customer retention
and customer share development. Journal of Marketing 67 (4), 30–45.
Wulf, Schored & Lacobucci. (2001). Marketing Research: Methodological Foundation, 9 th ed, Belmont, CA:Thomson South Western.