Pengaruh Customer Satisfaction dan Switching Barriers terhadap Customer Loyalty dengan menggunakan Variabel Customer Trust sebagai Variabel Moderating pada Toko Buku Petra Togamas Surabaya

Gisela Ekachristie Risdianto(1*),


(1) 
(*) Corresponding Author

Abstract


Today , modern retail business is growing rapidly. Similarly, the growth of retail book stores. As one of the retail book store in Surabaya , Petra Togamas Bookstore should understand what factors that make consumers loyal. forward and growing rapidly. This research aims to analyze the influence of Customer Satisfaction, and Switching Barriers to Customer Loyalty using Customer Trust as moderating variable in Togamas Petra Surabaya Bookstore. This research will be conducted by distributing questionnaires to 100 respondents Bookstore Petra Togamas consumers with convenience sampling. Quantitative analysis with path analysis method were used for technical analysis. The research proves that there is a positif and significant effect of customer satisfaction and switching barriers to customer loyalty. But there is no significant effect of customer trust to customer loyalty.

Keywords


Customer Satisfaction, Customer Trust, Switching Barriers, Customer Loyalty

Full Text:

PDF

References


Ghozali, Imam, 2010. Aplikasi Analisis Multivariate Dengan Program SPSS, Edisi Keempat, Penerbit Universitas Diponegoro. International, Inc, New Jersey.

Gounaris. 2003. Trust and commitment influences on customer retention: insights from business-to-business services. Journal of Business Research, Vol. 58, pp. 126-140.

Griffin. J. 2010. Customer Loyalty: How to Earn it, How to Keep it. United state of America: A Division of Simon Schuster Inc.

Halliburton, Chris & Adina Poenaru. 2010. The Role of Trust in Consumer Relationship. ESCP Europe Business School.

Hawkins, Del I., Best, Roger dan Coney, Kenneth. 2008. Consumer Behavior: Implication For Marketing Strategy, Fifth Edition. New York: Richard D. Irwin, Inc.

Hong, I.B. & Cho, H. 2011. The Impact of Consumer Trust on Attitudinal Loyalty and Purchase Intention in B2C E-marketplace: Intermediary Trust vs Seller Trust. International Journal of Information Management, 31(2011):469-479.

Jones, M. A., & Suh, J. 2000. Transaction-specific Satisfaction and Overall Satisfaction: An Empirical Analysis. Journal of services Marketing.14(2):147–159.

Kotler, Philips. 2000. Marketing Management:Analysis,Planning,Implementation and Control.ed.12.Prantice-Hall: Englewood Cliff.

Kotler, Philip. 2005. Manajamen Pemasaran, Jilid 1&2.Jakarta: PT.Indeks Kelompok Gramedia.

Kotler, Philip. 2007. Manajemen Pemasaran, Analisis Perencanaan, Pengendalian, Prentice Hall, Edisi Bahasa Indonesia, Jakarta: Salemba Empat.

Liu. et. al., 2010. An Empirical Study on The E-Service Quality on Online Customer Satisfaction and Loyalty. Nankai Business Review International, Vol. 1. pp. 273-283

Ndubisi, N. O. 2007. Relationship marketing and customer loyalty. Marketing Intelligence & Planning. 25 (1), 98-106.

Norizan., Abdullah, Nor Asiah (2010). The Effect of Perceived Service Quality Dimensions on Customer Satisfaction, Trust, and Loyalty in E-Commerce Settings. Volume 22 No.3, 2010 Emerald Group Publishing Limited

Palupi, Diah P. 2005. Potret Loyalitas Konsumen 2005. Swa 02/XXI/19. Januari-Februari. Jakarta.

Schiffman & Kanuk. 2004. Consumer Behavior 8th edition. New Jersey : Prentice – Hills.

Sugiyono.2010.Metode Penelitian Kuantitatif Kualitatif & RND. Bandung : Alfabeta

Thomas O. Jones & W. Earl Sasser Jr. 2009. Why Satisfied Customers Defect. Harvard Business Review: 88–99.

Tjiptono,Fandy. 2005. Service Quality and Satisfaction. Andi Offset. Yogyakarta.

Tjiptono, F. 2012. Strategi pemasaran. Malang: Bayu media Publishing

Tschannen-Moran, M. 2001. Collaboration and the need for trust. Journal of Educational Administration, 39(4), 308-331.

Umar, Husen. 2008.Metode Riset Bisnis. Jakarta:PT Gramedia Pustaka Utama.

Yousafzai, S. Y., Pallister, J. G., dan Foxall, G. R. 2003. A Proposed Model of E-Trust for Electronic Banking, Technovation. 23: 847-86.

Zhang Yan-cai. 2010. “The Mediative Effect of Relationship Trust in the Influence of Switching Barriers on Customer Loyalty”. Journal of Marketing.

Suara pembaca jawa pos. 2013. Jawa Pos. Retrieved January 25, 2013, from suara http://id.jawapos.com

Majalah Marketing. 2013. SWA Marketing from suara http://marketing.com

www.aprindo.net/

http://www.bbc.co.uk

www.frontier.co.id

www.ikapi.org/

http://togamas.com


Refbacks