PENGARUH HARGA, KUALITAS PRODUK DAN KUALITAS LAYANAN TERHADAP KEPUASAN PELANGGAN DALAM MEMBENTUK LOYALITAS PELANGGAN (Studi Pengunjung Cafe di Banjarbaru)

Shary Shartykarini, Muhammad Riza Firdaus, Rusniati .

Abstract


This study aims to identify and analyze the effect of price, quality product, and service quality to the satisfaction of cafe visitor in Banjarbaru. It also investigates and analyzes the effect of price, product quality and service quality on cafe customer loyalty in Banjarbaru. And to know and analyze the influence of customer satisfaction on the loyalty of cafe visitor in Banjarbaru.

The sampling technique used purposive sampling method the sampling is based on certain considerations and should be representative/representative of the population to be studied, consideration used in this study, the number of 126 samples. The analysis for the study used Structural Equation Model (SEM) in AMOS 22 program.

The results showed that the quality of products and service quality to satisfaction of cafe visitor. While the price has no effect on visitor satisfaction. Further price, product quality and service quality affect to cafe visitor loyalty.

 

Keywords: price, product quality, service quality, visitor satisfaction, and visitor loyalty.


Full Text:

PDF

References


Amir Mahmud,2013. The effect of service quality and price on satisfaction and loyality of customer. World Applied Sciences Journal. Makasar: Universitas Muslim Indonesia Kampus II Jl. Urip Sumoharjo, Makassar

Arikuto, Suharsimi. 2006. Prosedur Penelitian Suatu Pendekatan Praktek. Edisi revisi VI. Jakarta: PT. Rineka Cipta.

Arafat, Wilson. 2006. Manajemen Perbankan Indonesia–Teori dan Implementasi. Jakarta: LP3ES.

Asghar Afshar Jahanshahi. 2011. Study the Effects of Customer Service and Product Quality on Customer Satisfactionand Loyalty. International Journal of Humanities and Social Science. India: PhD Scholar in Business Administration. University of Pune.

Aurimas Dapkevicius. 2009. Influence of Price and Quality to Customer Satisfaction Neuromarketing Approach. Journal Business in XXI Century, 1(3), 17-20.

Buchori Alma. 2011. Manajemen Pemasaran, Erlangga, Jakarta.

Dwi Aryani dan Febrina Rosinta. 2010. Pengaruh Kualitas layanan terhadap kepuasaan pelanggan dalam membentuk Loyalitas Pelanggan, Jurnal Ilmu administrasi dan Organisasi.hal 114-126.

Fifyanita Ghanimata, Mustafa Kamal, 2012, Analisis Pengaruh Harga, Kualitas Produk, dan Lokasi terhadap Keputusan Pembelian (Studi pada Pembeli Produk Bandeng Juwana Elrina Semarang). Jurnal Managemen Diponegoro Vol 1, Nomor 2.

Irawan. 2008. Manajemen Pemasaran Modern. Yogyakarta: Liberty.

Kamarudin, Ahmad (2004). Dasar-dasar Manajemen Investasi dan Portofolio. Jakarta: PT Rineka Cipta.

Kotler dan Armstrong. 2008. Prinsip-Prinsip Pemasaran. Terjemahan Damos Sihombing. Principles of marketing. 1999. Jilid 1. Edisi Kedelapan. Jakarta: Erlangga.

Kotler, Philip. 1997. Manajemen Pemasaran. Alih bahasa Hendra Teguh dan Ronny Antonius Rusli. Edisi 9. Jakarta: Prenhallindo.

Lupiyoadi, R dan Hamdani, A. 2008. Manajemen pemasaran jasa. Jakarta: Salemba Empat

Mohammad Bagher Ali,2012.Relationship marketing and customer loyality. Iran: Bussiness Marketing Journal. MA in MBA in Islamic Azad University, Sanandaj.

Parasuraman, Zeithml dan Berry. SERQUAL: A multiple item scale for measuring consumer perceptions of service quality. Journal of Retailing; Spring 1988; 64, 1; ABI/Inform Global. Texas: A & M University.

Rumagit .2013.Bauran Penjualan Eceran (Retailing Mix) Pengaruhnya Terhadap Keputusan Pembelian. Jurnal EMBA. Fakultas Ekonomi dan Bisnis, Jurusan Manajemen Universitas Sam Ratulangi Manado.

Simon Gayasi Nimako,2012. Linking Service Quality, Satisfaction, and behavioral Intention. European Journal of Business and Management. Ghana: Department of Management Studies Education, University of Education, Winneba.

Swasta, Basu. dan Irawan. 2008. Manajemen Pemasaran Modern. Yogyakarta: Liberty.

Tjiptono, Fandy. 2008. Strategi Pemasaran. Yogyakarta: Edisi Ketiga. Bumi Aksara.

Gaspersz, Vincent. 2005. Total Quality Management. Jakarta: PT. Gramedia Pustaka Utama.

Zeithaml, V. A dan Bitner, M. J. 2008. Service Marketing. Bussiness Marketing Journal: Consumer Behavior. (3rd ed.). New Delhi: Tata McGraw Hill.

Zikmund, W.G. (1999. Business Research Method. 4th Edition: The Dryden Press, Harcourt College Publisher.




DOI: http://dx.doi.org/10.20527/jwm.v4i1.76

Refbacks

  • There are currently no refbacks.


Copyright (c) 2017 Jurnal Wawasan Manajemen

Creative Commons License
This work is licensed under a Creative Commons Attribution-NonCommercial-NoDerivatives 4.0 International License.

Creative Commons License
Jurnal Wawasan Manajemen by Magister Manajemen Fakultas Ekonomi dan Bisnis Universitas Lambung Mangkurat is licensed under a Creative Commons Attribution 4.0 International License. Based on a work at jwm.ulm.ac.id.