FAKTOR-FAKTOR YANG MEMPENGARUHI LOYALITAS PELANGGAN: ANALISIS PERSEPSI HARGA, KUALITAS PELAYANAN DAN KEPUASAN PELANGGAN (LITERATURE REVIEW MANAJEMEN PEMASARAN)

Authors

  • Ayu Bunga Pertiwi Universitas Bhayangkara Jakarta Raya
  • Hapzi Ali Universitas Bhayangkara Jakarta Raya
  • Franciscus Dwikotjo Sri Sumantyo Universitas Bhayangkara Jakarta Raya

DOI:

https://doi.org/10.31933/jimt.v3i6.1093

Keywords:

Loyalitas pelanggan, kepuasan pelanggan, persepsi harga dan kualitas pelayanan

Abstract

Kepuasan pelanggan menjadi tolak ukur suatu perusahaan untuk menjaga loyalitas pelanggan. Artikel ini membahas Faktor-faktor yang berdampak terhadap Loyalitas Pelanggan, yaitu: Persepsi Harga, Kualitas Pelayanan dan Kepuasan Pelangan, studi literature Manajemen Pemasaran. Penelitian ini merupakan metode kuantitatif dimana objek  yang  digunakan  merupakan  masyarakat  atau  konsumen  yang  sudah  pernah berbelanja di e-commerce Shopee. Penelitian ini dilakukan dengan teknik sampel Accidental sampling. Jumlah sampel yang digunakan penelitian ini adalah 210 responden. Teknik analisis data yang digunakan adalah analisis deskriptif dan analisis structural equation modeling (SEM) dengan alat bantu Smart PLS versi 3.0. Tujuan penulisan artikel adalah untuk membangun hipotesis mengenai pengaruh setiap variabel yang nantinya digunakan pada riset selanjutnya.   Hasil artikel literature review ini adalah:  1) Persepsi Harga berpengaruh terhadap Loyalitas Pelanggan; 2) Kualitas Pelayanan berpengaruh terhadap Loyalitas Pelanggan; dan 3) Kepuasan Pelanggan berpengaruh terhadap Loyalitas Pelanggan.

References

Adnyana, D. G. A., & Suprapti, N. W. S. (2018). Pengaruh Kualitas Pelayanan Dan Persepsi Harga Terhadap Kepuasan Dan Loyalitas Pelanggan Gojek Di Kota Denpasar. E-Jurnal Manajemen Universitas Udayana, 7(11), 6041. https://doi.org/10.24843/ejmunud.2018.v07.i11.p09

Ali, H. (2019a). Building Repurchase Intention and Purchase Decision: Brand Awareness and Brand Loyalty Analysis (Case Study Private Label Product in Alfamidi Tangerang). Saudi Journal of Humanities and Social Sciences, 04(09), 623–634. https://doi.org/10.36348/sjhss.2019.v04i09.009

Ali, H. (2019b). Purchase Decision and Repurchase Models: Product Quality and Process Analysis (Case Study of House Ownership Credit Financing in Permata Sharia Bank Jakarta). Scholars Bulletin. https://doi.org/10.36348/sb.2019.v05i09.006

Ali, H., Evi, N., & Nurmahdi, A. (2018). The Influence of Service Quality , Brand Image and Promotion on Purchase Decision at MCU Eka Hospital. Business and Management Studies. https://doi.org/10.21276/sjbms.2018.3.1.12

Ali, H., Limakrisna, N., & Jamaluddin, S. (2016). Model of customer satisfaction: The empirical study at Bri in Jambi. International Journal of Applied Business and Economic Research.

Ali, H., & Mappesona, H. (2016). Build brand image: Analysis Service Quality and Product Quality (case study at Giant Citra Raya). International Journal of Economic Research.

Ali, H., Narulita, E., & Nurmahdi, A. (2018a). Saudi Journal of Business and Management Studies ( SJBMS ) The Influence of Service Quality , Brand Image and Promotion on Purchase Decision at MCU Eka Hospital. Business and Management Studies. https://doi.org/10.21276/sjbms.2018.3.1.12

Ali, H., Narulita, E., & Nurmahdi, A. (2018b). The Influence of Service Quality, Brand Image and Promotion on Purchase Decision at MCU Eka Hospital. Saudi Journal of Business and Management Studies. https://doi.org/10.21276/sjbms.2018.3.1.12

Ali, H., Zainal, V. R., & Ilhamalimy, R. R. (2022). Determination of Purchase Decisions and Customer Satisfaction: Analysis of Brand Image and Service Quality (Review Literature of Marketing Management). Dinasti International Journal of Digital Business Management, 3(1), 141–153. https://doi.org/10.31933/dijdbm.v3i1.1100

Amilia, S. (2017). Pengaruh Citra Merek, Harga, Dan Kualitas Produk Terhadap Keputusan Pembelian Handphone Merek Xiaomi Di Kota Langsa. Jurnal Manajemen Dan Keuangan Unsam, 6(1), 660–669.

Anggita, R., & Ali, H. (2017a). The Influence of Product Quality, Service Quality and Price to Purchase Decision of SGM Bunda Milk. Scholars Bulletin. https://doi.org/10.21276/sb

Anggita, R., & Ali, H. (2017b). The Influence of Product Quality, Service Quality and Price to Purchase Decision of SGM Bunda Milk (Study on PT. Sarihusada Generasi Mahardika Region Jakarta, South Tangerang District). Scholars Bulletin. https://doi.org/10.21276/sb

Arifin, A. L., & Hermawan, E. (2022). Portraying Cendekia Leadership in the Perspective of Ki Hajar Dewantara ’ s Trilogy. Al-Ishlah: Jurnal Pendidikan, 14(1), 811–820. https://doi.org/10.35445/alishlah.v14i1.1821

Chong, D., & Ali, H. (2022). LITERATURE REVIEW : COMPETITIVE STRATEGY , COMPETITIVE ADVANTAGES , AND MARKETING PERFORMANCE ON E-COMMERCE SHOPEE INDONESIA. Dinasti International Journal of Digital Business Management, 3(2), 299–309.

Dewi, M. P. (2020). Pengaruh Persepsi Harga dan Kualitas Pelayanan terhadap Loyalitas Pelanggan Dimediasi Kepuasan Konsumen Pada RM. Wongsolo Malang. Iqtishoduna, 16(2), 167–190. https://doi.org/10.18860/iq.v16i2.9242

Doan, A. N. G., & Ali, H. (2021). Repurchase Model Through Purchase Decision: Analysis of Product and Price Effect on Dulux Paint Consumers in DKI Jakarta and Tangerang Area. Dinasti International Journal of Economic, Finance, and Accounting, 2(1), 92–108.

Fadjri, A., & Silitonga, P. (2019). Pengaruh Kualitas Produk, Persepsi Harga Dan Digital Marketing Terhadap Kepuasan Pelanggan di Pizza Marzano Pondok Indah Mall 2. Jurnal EDUTURISMA, 3(2), 1–20.

Fauzi, D. H., & Ali, H. (2021). DETERMINATION OF PURCHASE AND REPURCHASE DECISIONS: PRODUCT QUALITY AND PRICE ANALYSIS (CASE STUDY ON SAMSUNG SMARTPHONE CONSUMERS IN THE CITY OF JAKARTA). Dinasti International Journal of Digital Business Management, 2(5), 794–810. https://doi.org/10.31933/dijdbm.v2i5.965

Fitri Rahmadani, Made Suardana, H. S. (2019). Pengaruh Kualitas Pelayanan, Produk, Harga Dan Lokasi Terhadap Loyalitas Pelanggan Dengan Kepuasan Pelanggan Sebagai Variabel Intervening Pada Ud. Eva Group Mataram. Valid Jurnal Ilmiah, 16(1), 124–135.

Hasyim, U., & Ali, H. (2022). REUSE INTENTION MODELS THROUGH CUSTOMER SATISFACTION DURING THE COVID-19 PANDEMIC : CASHBACK PROMOTION AND E-SERVICE QUALITY CASE STUDY : OVO ELECTRONIC MONEY IN. Dinasti International Journal of Digital Business Management, 3(3), 440–452.

Hermawan, E., & Arifin, A. L. (2021). Human Resources Education and Innovation to face the demands of Business in the Digital Age. Jurnal Iqra Kajian Ilmu Pendidikan, 6(2), 136–147. https://journal.iaimnumetrolampung.ac.id/index.php/ji/article/view/1122

Ibrahim, M., & Thawil, S. M. (2019). Pengaruh Kualitas Produk Dan Kualitas Pelayanan Terhadap Kepuasan Konsumen. Jurnal Riset Manajemen Dan Bisnis (JRMB) Fakultas Ekonomi UNIAT, 4(1), 175–182. https://doi.org/10.36226/jrmb.v4i1.251

Ikhsani, K., & Ali, D. H. (2017). Keputusan Pembelian: Analisis Kualitas Produk, Harga dan Brand Awareness (Studi Kasus Produk Teh Botol Sosro di Giant Mall Permata Tangerang). In Jurnal SWOT.

Indrasari, M. (2019). Pemasaran dan Kepuasan Pelanggan. Unitomo Press.

Irene, L. (2019). Analisa Pengaruh Content Marketing Terhadap Costumer Retention Dengan Brand Atitude Dan Costumer Engagement Sebagai Variabel Perantara Pengguna Rokok Wimsilak Di Surabaya. Journal of Chemical Information and Modeling, 53(9), 1689–1699.

Juniantara, I. M. A., & Sukawati, T. G. R. (2018). Pengaruh Persepsi Harga, Promosi, Dan Kualitas Pelayanan Terhadap Kepuasan Dan Dampaknya Terhadap Loyalitas Konsumen. E-Jurnal Manajemen Universitas Udayana, 7(11), 5955. https://doi.org/10.24843/ejmunud.2018.v07.i11.p06

Kotler, P. D. G. A. (2018). Principles Of Marketing (Edisi 15 G). Pearson.

Limakrisna, N., & Ali, H. (2016). Model of Customer Satisfaction: Empirical Study At Fast Food Restaurants in Bandung. International Journal of Business and Commerce.

M, A., & Ali, H. (2017). MODEL KEPUASAN PELANGGAN: ANALISIS KUALITAS PRODUK DAN KUALITAS LAYANAN TERHADAP CITRA MEREK PADA GIANT CITRA RAYA JAKARTA. Jurnal Manajemen. https://doi.org/10.24912/jm.v21i3.254

Mahira, Hadi, P., & Nastiti, H. (2021). Pengaruh Kualitas Produk Dan Kualitas Pelayanan Terhadap Kepuasan Pelanggan Indihome. Prosiding Konferensi Riset Nasional Ekonomi, Manajemen, Dan Akuntansi, 2(1), 1267–1283.

Maisah, & Ali, H. (2020). Entrepreneurship culture development process: Implementation of Islamic education values in the Batik Jambi (case study in Seberang Jambi community). Talent Development and Excellence.

Meutia, K. I., Hadita, & Widjarnarko, W. (2021). Dampak Brand Image dan Harga terhadap Keputusan Pembelian Produk Miniso. Journal of Technopreneurship on Economics and Business Review, 2(2), 75–87. https://doi.org/10.37195/jtebr.v2i2.68

Munawar, N. A., & Saputra, F. (2021). Application Of Business Ethics And Business Law On Economic Democracy That Impacts Business Sustainability. Journal of Law Politic and Humanities, 1(3), 115–125.

Munawar, N. A., & Saputra, F. (2022). Determination of Public Purchasing Power and Brand Image of Cooking Oil Scarcity and Price Increases of Essential Commodities. International Journal of Advanced Multidisciplinary, 1(1), 34–44.

Novansa, H., & Ali, H. (1926). Purchase Decision Model: Analysis of Brand Image, Brand Awareness and Price (Case Study SMECO Indonesia SME products). Saudi Journal of Humanities and Social Sciences. https://doi.org/10.21276/sjhss

Novansa, H., & Ali, H. (2017). Purchase Decision Model: Analysis of Brand Image, Brand Awareness and Price (Case Study SMECO Indonesia SME products). Saudi Journal of Humanities and Social Sciences. https://doi.org/10.21276/sjhss

Octavia, A., & Ali, H. (2017). International Review of Management and Marketing The Model of Market Orientation, Entrepreneurial Orientation and Business Performance of Small and Medium Enterprises. International Review of Management and Marketing.

Prihartono, & Ali, H. (2020). The promises ethics and marketing concept strategy as a competitive advantage on private higher education (A survey on perception of product attributes and promotion mix in Indonesia). Talent Development and Excellence.

Rubiyanti, R. N., & Fadli, M. D. (2021). PENGARUH HARGA, PROMOSI, DAN KUALITAS PELAYANAN TERHADAP LOYALITAS KONSUMEN MELALUI KEPUASAN PELANGGAN PADA ECOMMERCE SHOPEE. 8(5), 6120–6136.

Rusydi, M. (2017). Customer Excellent (N. Aedi (Ed.)). Gosyen Publishing.

Saputra, F. (2022a). Analysis Effect Return on Assets (ROA), Return on Equity (ROE) and Price Earning Ratio (PER) on Stock Prices of Coal Companies in the Indonesia Stock Exchange (IDX) Period 2018-2021. Dinasti International Journal of Economics, Finance and Accounting, 3(1), 82–94. http://repository.uph.edu/41805/%0Ahttp://repository.uph.edu/41805/4/Chapter1.pdf

Saputra, F. (2022b). The Role of Human Resources , Hardware , and Databases in Mass Media Companies. International Journal of Advanced Multidisciplinary, 1(1), 45–52.

Saputra, F., & Ali, H. (2022). PENERAPAN MANAJEMEN POAC: PEMULIHAN EKONOMI SERTA KETAHANAN NASIONAL PADA MASA PANDEMI COVID-19 (LITERATURE REVIEW MANAJEMEN POAC). Jurnal Ilmu Manajemen Terapan, 3(3), 316–328. https://doi.org/10.31933/jimt.v3i3

Septiana, N. M., Artiningsih, D. W., & Hairudinor, H. (2021). Pengaruh Kualitas Pelayanan Terhadap Loyalitas Nasabah Dengan Kepuasan Nasabah Sebagai Variabel Intervening (Pt Bank Rakyat Indonesia Persero Tbk Cabang Banjarmasin Samudera). Jurnal Bisnis Dan Pembangunan, 10(2), 24. https://doi.org/10.20527/jbp.v10i2.10955

Shadrina, R. N., & Sulistyanto, Y. (2022). ANALISIS PENGARUH CONTENT MARKETING , INFLUENCER , DAN MEDIA SOSIAL TERHADAP KEPUTUSAN PEMBELIAN KONSUMEN ( Studi pada Pengguna Instagram dan Tiktok di Kota Magelang ). 11, 1–11.

Sitio, T., & Ali, H. (2019). Patient Satisfaction Model and Patient Loyalty: Analysis of Service Quality and Facility (Case Study at Rawamangun Special Surgery Hospital). Scholars Bulletin. https://doi.org/10.36348/sb.2019.v05i10.002

Sulistiyanto, F. X. W. S., & Munisih, S. (2018). Pengaruh Persepsi Harga dan Citra Perusahaan terhadap Kepuasan dan Loyalitas Pelanggan Pedagang Besar Farmasi PT. Sakapilar Semarang. 13(1), 1277–1283.

Thanh Nguyen, P., Ali, H., & Agung Hudaya. (2019). MODEL BUYING DECISION AND REPEAT PURCHASE: PRODUCT QUALITY ANALYSIS (Case Study of Bank Permata Syariah Jakarta KPR Financing Customers). Dinasti International Journal of Management Science. https://doi.org/10.31933/dijms.v1i1.29

Thung, F. (2019). Pengaruh Kualitas Pelayanan Terhadap Loyalitas Pelanggan Dengan Kepuasan Sebagai Variabel Mediasi. Jurnal Bina Manajemen, 8(1), 74–95.

Tjiptono. (2019). Strategi Pemasaran Prinsip & Penerapan (Edisi 1). Andi.

Toto Handiman, U., & Ali, H. (2019). The Influence of Brand Knowledge and Brand Relationship On Purchase Decision Through Brand Attachment. In International Journal of Business Marketing and Management (IJBMM).

Yunita, D., & Ali, H. (2017). Model of Purchasing Decision ( Renting ) of Generator Set : Analysis of Product Quality , Price an Service at PT . Hartekprima Listrindo. Economics, Business and Management. https://doi.org/10.21276/sjebm.2017.4.11.12

Zulkarnain, R., Taufik, H., & Ramdansyah, A. D. (2020). Pengaruh Kualitas Pelayanan dan Kualitas Produk terhadap Loyalitas Nasabah dengan Kepuasan Nasabah sebagai Variabel Intervening ((Studi Kasus Pada PT Bank Syariah Mu’amalah Cilegon). Jurnal Manajemen Dan Bisnis, 2(1), 87–110.

Downloads

Published

2022-07-07

How to Cite

Bunga Pertiwi, A., Hapzi Ali, & Franciscus Dwikotjo Sri Sumantyo. (2022). FAKTOR-FAKTOR YANG MEMPENGARUHI LOYALITAS PELANGGAN: ANALISIS PERSEPSI HARGA, KUALITAS PELAYANAN DAN KEPUASAN PELANGGAN (LITERATURE REVIEW MANAJEMEN PEMASARAN). Jurnal Ilmu Manajemen Terapan, 3(6), 582–591. https://doi.org/10.31933/jimt.v3i6.1093

Issue

Vol. 3 No. 6 (2022): Jurnal Ilmu Manajemen Terapan (Juli 2022)

Section

Articles

License

Penulis yang mempublikasikan manuskripnya di jurnal ini menyetujui ketentuan berikut:

  1. Hak cipta pada setiap artikel adalah milik penulis.
  2. Penulis mengakui bahwaJurnal Ilmu Manajemen Terapan (JIMT) berhak menjadi yang pertama menerbitkan dengan lisensi Creative Commons Attribution 4.0 International (Attribution 4.0 International CC BY 4.0) .
  3. Penulis dapat mengirimkan artikel secara terpisah, mengatur distribusi non-eksklusif manuskrip yang telah diterbitkan dalam jurnal ini ke versi lain (misalnya, dikirim ke repositori institusi penulis, publikasi ke dalam buku, dll.), dengan mengakui bahwa manuskrip telah diterbitkan pertama kali di Jurnal Ilmu Manajemen Terapan (JIMT).