ANALISIS RETAIL SERVICE QUALITY TERHADAP CUSTOMER LOYALTY DENGAN CUSTOMER SATISFACTION SEBAGAI VARIABEL INTERVENING PADA SUPERMARKET SUPER INDO MERR SURABAYA
(1) 
(*) Corresponding Author
Abstract
Keywords
Full Text:
PDFReferences
Abdillah, W., & Hartono, J. (2015). Partial Least Square (PLS) - Alternatif Stuctural Equation Modeling (SEM) dalam Penelitian Bisnis (Cetakan 1). Andy.
Astari, B., Wibowo, L. A., & Ridwanudin, B. (2016). The Effect of Store Attributes on Tourists’ Loyalty. Retrieved from https://books.google.co.id/books?id=BQ0NDgAAQBAJ&lpg=PA28&dq=customer loyalty say positive thing recommend friend continue purchasing&pg=PA25#v=onepage&q&f=false
Churchill, G. A. (2005). Dasar-dasar riset pemasaran Jilid 1 Ed.4. Jakarta: Erlangga.
Darwin, S., & Kunto, Y. S. (2014). Sebagai Variabel Intervening Pada Asuransi Jiwa Manulife Indonesia – Surabaya, 2(1), 1–12.
Gopalan, R., Sreekumar, & Satpathy, B. (2015). Evaluation of retail service quality – A fuzzy AHP approach. Benchmarking, 22(6), 1058–1080. https://doi.org/10.1108/BIJ-05-2013-0052
Griffin, J. (2002). Customer Loyalty, How to Learn it How to Keep it. Jossey-Bass.
Ihtiyar, A., Ahmad, F. S., & Osman, M. H. M. (2014). An Integrated Framework: Intercultural Competence, Service Quality and Customer Satisfaction in Grocery Retailing. Procedia - Social and Behavioral Sciences, 109(Ic), 492–496. https://doi.org/10.1016/j.sbspro.2013.12.495
Ivanauskien, N., & Volung, J. (2014). Relations between Service Quality and Customer Loyalty : An Empirical Investigation of Retail Chain Stores in Emerging Markets Neringa Ivanauskien ė Doctor of Social Sciences Vice-Dean for Academic Affairs ISM University of Management and Economics Master, 3(2), 113–120.
Kaul, S. (2007). Measuring Retail Service Quality: Examining Applicability of International Research Perspectives in India. Vikalpa, 32(1), 15–26.
Kotler, P., & Keller, K. L. (2009). Marketing Management (13th ed.). Pearson.
Kumar, S. (2015). The Influence of Retail Service Quality Towards Loyalty: A Survey At PT Santafi Travel Customer In Cikarang, 2014.
Levy, M., & Weitz, B. A. (2004). Retailing Management (5th ed.). McGraw Hill, Irwin.
Mahfooz, Y. (2014). Relationship between Service Quality and Customer Satisfaction in Hypermarkets of Saudi Arabia. International Journal of Marketing Studies, 6(4), 10–23. https://doi.org/10.5539/ijms.v6n4p10
Mohammad Al-Hersh, D.-A., Suleiman Aburoub, ti, & Saaty, A. S. (2014). The Impact of Customer Relationship Marketing on Customer Satisfaction of the Arab Bank Services. International Journal of Academic Research in Business and Social Sciences, 4(5), 2222–6990. https://doi.org/10.6007/IJARBSS/v4-i5/824
Mowen, J., & Minor, M. (1997). Consumer Behaviour 5th Edition. Prentice Hall.
Naik, C. N. K., Gantasala, S. B., & Prabhakar, G. V. (2010). Service Quality (Servqual) and its Effect on Customer Satisfaction in Retailing. European Journal of Social Sciences, 16(2), 231–243. Retrieved from http://lms.ctu.edu.vn/dokeos/courses/KT321/document/LUOC_KHAO_TAI_LIEU/chat_luong_dich_vu_va_su_hai_long_cua_dv_ban_le.pdf
Nguyen, T. N., Nguyen, H. L., Cao, T. K., & Phan, T. T. H. (2016). The Influence of service quality on customer loyalty intentions: A study in the Vietnam retail sector. Asian Social Science, 12(2), 112–119. https://doi.org/10.5539/ass.v12n2p112
Pfeifer, P. E. (2005). The optimal ratio of acquisition and retention costs. Journal of Targeting, Measurement and Analysis for Marketing, 13(2), 179–188. https://doi.org/10.1057/palgrave.jt.5740142
Srivastava, M. (2015). Customer Loyalty Relationship : A Conceptual Research Model, 7(1), 54–65.
Sugiyono, P. D. (2017). Metode Penelitian Kuantitatif, Kualitatif dan R&D. ALFABETA.
Surabaya Jadi Tujuan Ekspansi Properti Ritel Setelah Jakarta. (2015, January 14). Jktproperty.com.
Ushantha, R. A. C., Wijeratne, A. W., Achchuthan, S., & Lanka, S. (2014). An Assessment of Retail Service Quality : An Empirical Study of the RSQS in Sri Lankan Supermarkets. Developing Country Studies, 4(3), 78–90. Retrieved from http://papers.ssrn.com/sol3/papers.cfm?abstract_id=2457413
Wahdi, M. (2011). Riset pemasaran : teori dan aplikasi untuk pengambilan keputusan cet. 1. Jakarta: Caps (Center for Academic Publishing Service).
Zethaml, V., Bitner, M., & Bitner, M. J. (2009). Service Marketing, Intergrating Customer Focus Across the Firm 5th Edition (5th ed.). McGraw Hill.
Refbacks
- There are currently no refbacks.