PENGARUH FUNCTIONAL QUALITY DAN TECHNICAL QUALITY PADA CUSTOMER LOYALTY DENGAN TRUST DAN COMMITMENT SEBAGAI VARIABEL INTERVENING DI PT. AURA DESAIN MITRA KREASI

Novica Kusuma Sari(1*),


(1) 
(*) Corresponding Author

Abstract


This research aims to analyze the influence of Functional Quality and Technical Quality towards Customer Loyalty through Trust and Commitment as an Intervening Variabel at PT. Aura Desain Mitra Kreasi. This research will be conducted by distributing questionnaires to 46 respondents which are consumer of PT. Aura Desain Mitra Kreasi. Quantitative analysis with path analysis analysis model method were used for the technical analysis.The results of this study indicate that the functional quality influence positively and significantly related to trust, functional quality influence positively and not significantly related to commitment, technical quality influence positively and significantly related to trust, technical quality influence positively and not significantly related to commitment, trust influence positively and significantly related to commitment, trust and commitment influence positively and significantly related to customer loyalty.

Keywords


Functional Quality, Technical Quality, Trust, Commitment, Customer Loyalty

Full Text:

PDF

References


Anderson, E., & Weitz, B. (1992). The Use of Pledges to Build and Sustain Commitment in Distribution Channels.

Shabat, Moriarty, Kassack, & Torres. (2015 Juni) Global Retail Expansion: An Unstoppable Force, Atkearney, https://www.atkearney.com/consumer-products-retail/global-retail-development-index/2015

Bansal, H. S., Irving, P. G., & Taylor, S. F. (2004). A Three-Component Model of Customer Commitment to Service Providers.

Bloemer, J., & Schroder, G. O. (2002). Strore Satisfaction and Store Loyalty Explained by Customer and Store Related Factor.

Caceres, R. C., & Paparoidamis, N. G. (2007). Service quality, relationship satisfaction, trust, commitment and business-to-business loyalt.

Cater, B. (2007). Trust and Commitment in Professional Serice Marketing Realtionship in Business to Business Markets.

Chaundhuri, A., & Holbrook, M. B. (2001). The Chain and Brand Affected to Brand Performance : The Role of Brand Loyalty. Jornal of Marketing.

Commitee, T. G. (2009). Capital Works Management Framework.

Doney , P. M., Barry, J. M., & Abratt, R. (2007). Trust determinants and outcomes in global B2B services.

Doney, P. M., & Cannon, J. P. (1997). An Examination of the Nature of Trust in Buyer-Seller Relationships.

Ferguson, R. J., Paulin, M., Pigeassou, C., & Gauduchon , R. (1999). Assesing Service Manangement Effectiveness in a Health Resort: Implications of Technical and Functional Quality.

Ganesan, S. (1994). Determinants of Long-Term Orientation in Buyer-Seller Relationships.

Garbarino, E., & Johnson, M. S. (1999). The Different Roles of Satisfaction, Trust, and Commitment in Consumer Relationship.

Geyskens, I., Steenkamp, J., Scheer, L., & Kumar, N. (1996). The Effect of Trust and Interdependence on Relationship Commitment.

Goolen, R. V., & Campo, K. (2008). Does Commitment Really Provide Protection Against Critical Incidents and Competitive Switching Incentives? The Differential Impact of Affective and Calculative Commitmen.

Gronroos, C. (1984). A Service Quaity Model and Its Maketing Implications.

Gronroos, C. (1998). Marketing services: the case of a missing product.

Hamdi, A. S., & Bahruddin, E. (2014). Metode Penelitian Kuantitatif Aplikasi Salam Pendidikan. Yogyakarta.

Kotler, P., & Keller, K. L. (2009). Manajemen Pemasaran. Jakarta: Erlangga.

Landhari, R., Souiden, N., & Landhari, I. (2011). Determinant of Loyalty and Recommendation: The Role of Perceied Service Quality, Emotional Satisfaction and Image.

Lee, D. E., & Arditi, D. (2006). Total Quality Performance of Design/Build Firms Using Quality Function Deployment.

Morgan, R. M., & Hunt, S. D. (1994). The Commitment-Trust Theory of Relationship Marketing.

Ndubisi, N. O. (2005). Relationship Marketing and Customer Loyalty.

Oliver, R. L. (1999). Whence Consumer Loyalty?

Othman, A. A. (2011). Improving Building Performance through Integrating Constructability in the Design Process.

Park, J. G., Lee, S., & Lee, J. (2013). Communication Effectiveness on IT Service Relationship Quality.

Ramaseshan, B., Rabbanee, F., & Hsin Hui, L. T. (2013). Effects of customer equity drivers on customer loyalty in B2B context.

Shabat, Moriarty, Kassack, & Torres. (2015 Juni) Global Retail Expansion: An Unstoppable Force, Atkearney, https://www.atkearney.com/consumer-products-retail/global-retail-development-index/2015

Sharma, N., & Patterson , P. G. (1999). The Impact of Communication Effectiveness and Service Quality on Relationship Commitment in Consumer, Professional Service.

Tonder, E. v. (2016). Trust And Commitment As Mediators Of The Relationship Between Quality Advice And Customer Loyalty.

Zeithaml, V. A., Berry, L. L., & Parasuraman, A. (1996). The Behavioral Consequences of Service Quality. Journa


Refbacks

  • There are currently no refbacks.