Pengaruh Kualitas Layanan Dan Brand Image Terhadap Loyalitas Konsumen Dengan Kepuasan Konsumen Sebagai Variabel Intervening (Studi Kasus Monopole Coffee Lab Surabaya)
(1)
(*) Corresponding Author
Abstract
Penelitian ini merupakan penelitian kausal menggunakan metode kuisioner. Sampel penelitian ini adalah 180 responden yang menjadi pengunjung Monopole Coffee Lab dalam dua bulan terakhir. Penelitian ini di analisis dengan menggunakan teknik analisis data Partial Least Square (PLS) dan memberikan hasil yang signifikan dari Kualitas Layanan terhadap Kepuasan Konsumen, Brand Image terhadap Kepuasan Konsumen, Kepuasan Konsumen terhadap Loyalitas Konsumen, Kualitas Layanan terhadap Loyalitas Konsumen, dan Brand Image terhadap Loyalitas Konsumen.
Keywords
Full Text:
PDFReferences
Arnould, P., & Zinkhan. (2005). Consumers (2nd Ed). McGraw – Hill.
Babakus, E., Bienstock, C.C. dan Scotter, J.R.V. (2004). Lining perceived Quality and customer satisfaction to store Traffic-and Revenue Growth, Decision Sciences, Vol. 35 No.4, pg. 713.
“Berita Resmi Statistik”. BPS Provinsi Jawa Timur. 2014. 5 November 2014.
Caruana, A. (2002), Service Loyalty: The Effect of Service Quality and The Mediating Role of Customer Satisfaction, European Journal of Marketing, Vol.36 No.7/8, pp.811-955.
Day, Ralph L. (1984). "Modeling Choices Among Altemative Responses to Dissatisfaction," in Advances in Consumer Research. Vol. n , Thomas C. Kinnear, ed. Ann Arbor, MI:Association for Consumer Research, 469-9.
Ferdinand, A, (2005). Structural Equation Modeling. BP Undip.
Fornell, C. (1992). “A National Customer Satisfaction Barometer”. The Swedish Experience Journal of Marketing, 56.
Hsieh, M. H. , Pan, S. L. , & Setiono, R. (2004). Product, corporate, and country-image dimensions and purchase behavior: a multicountry analysis. Journal of the Academy of Marketing Science, 32(3), 251–270.
Jacoby, J. and Kyner, D. B. (1973). “Brand loyalty vs. repeat purchasing behavior”, Journal of Marketing Research, Vol.10 No. 1
Johnson, D.M., (1997). Customer orientation and market action. Englewood Cliffs, New Jersey: Prentice hall international inc.
Keller, K. L. (2008). Strategic Brand Management - Building, Measuring and Managing Brand Equity Third Edition. New Jersey: Pearson Education International.
Keller, Kevin Lane, (1993). Conpectualizing, Measuring, and Managing, and Managing Customer-based Brand Equity. Journal of Marketing, Vol. 57, No. 1.
Kotler, P. and Armstrong G. (2012). Principles of Marketing. Pearson Prentice Hall, Fourteen Edition, New Jersey, NJ.
Kotler, P., Bowen, J. & Makens, J. (1999). Marketing for hospitality anf tourism, (International ed), Prentise Hall. New Jersey: Prentice Hall Int, Inc.
Kotler.Philip. (2003). Management Marketing 11th ed. New Jersey: Upper Saddle River.
Malhotra, N. K. (2007). Marketing Research: An Applied Orientation (5th Ed.) New Jersey: Prentice Hall.
Oliver, Richard L. (1999). Whence Customer Loyalty?. Journal of Marketing,Vol. 63, Fundamental Issues and Directions for Marketing.
Porter, S.S., & Claycomb, C. (1997). The influence of brand recognition on retail store image. The Journal of Product and Brand Management. 6, pp. 373–384.
Rangkuti, Freddy. (2004). The Power Of Brands: Teknik Mengelola Brand Equity dan Strategi Pengembangan Merek + Analisis Kasus dengan SPSS. Jakarta: PT Gramedia Pustaka Utama.
Selnes, Fred, (1993). An Examination of the Effect of Product Performance on Brand Reputation, Satisfaction and Loyalty, European Journal Of Marketing, Vol. 27 No.9
Sugiyono. 2012. Metode Penelitian Kuantitatif Kualitatif dan R&B. Bandung: Alfabeta.
Wilkie, W.L. (1990). Customer Behavior, Edisi Kedua. John Wiley & Sons, Inc. New York.
Zeithaml, Valerie, Parasuraman A.A. & Leonard, Berry L., (1990). Delivering quality service: balancing customer perception & expectation. New York: The Free Press.
Zeithaml, V. A. dan M. J Bitner. (2009). Service Marketing. New York: The Mc Graw Hill Company.
Refbacks
- There are currently no refbacks.