FAKTOR-FAKTOR KEPUASAN PELANGGAN DAN LOYALITAS PELANGGAN (LITERATURE REVIEW MANAJEMEN PEMASARAN)
DOI:
https://doi.org/10.31933/jimt.v3i1.707Keywords:
Kualitas Pelayanan, Kepuasan Pelanggan, Loyalitas PelangganAbstract
Riset terdahulu atau riset yang relevan sangat penting dalam suatu riset atau artikel ilmiah. Riset terdahulu atau riset yang relevan berfungsi untuk memperkuat teori dan penomena hubungan atau pengaruh antar variable. Artikel ini mereview Faktor-faktor yang mempengaruhi Kepuasan pelanggan dan Loyalitas Pelanggan suatu studi literatur Manajemen Pemasaran. Hasil artikel literature review ini adalah: 1) Kualitas Pelayanan berpengaruh terhadap Kepuasan Pelanggan; 2) Kepuasan Pelanggan berpengaruh terhadap Loyalitas Pelanggan
References
Aaker, David A. (1997). Managing Brand Equity, Capitalyzing on The Value of a Brand Name. The Free Press : New York.
Adriany, Vita. (2018). Pengaruh Ekuitas Merek, Kualitas Pelayanan dan Bauran Promosi terhadap Keputusan Pembelian Ulang Jasa GO-JEK Melalui Kepuasan Pelanggan.Commerce Jurnal Ilmiah Politeknik Piksi Input Serang, Vol. 6 No. 1.
Alnaser, Feras & Ghani, Mazuri & Rahi, Samar & Mansour, Majeed & Abed, Hussein. (2017). The Influence of Services Marketing Mix (7 Ps.) and Subjective Norms on Customer's Satisfaction in Islamic Banks of Palestine. European Journal of Business and Management. Vol 9. No 27. 2017
Al Rasyid, Harun dan Erica, Denny. (2018). Pengaruh Kualitas Layanan dan Pemanfaatan Teknologi Informasi Terhadap Kepuasan dan Loyalitas Pelanggan Jasa Transportasi Online di Jakarta.Jurnal Perspektif, Vol. XVI No. 2.
Al Rasyid, Harun. (2017). Pengaruh Kualitas Layanan Dan Pemanfaatan Teknologi Terhadap Kepuasan Dan Loyalitas Pelanggan Go-Jek. Jurnal Ecodomica, Vol.1 No.2.
Ali, H., & Limakrisna, N. (2013). Metodologi Penelitian (Petunjuk Praktis untuk Pemecahan Masalah Bisnis, Penyusunan Skripsi, Tesis, dan Disertasi). Deeppublish: Yogyakarta
Ali, Hapzi & Limakrisna, Nandan & Jamaluddin, S. (2016). Model of customer satisfaction: The empirical study at Bri in Jambi. International Journal of Applied Business and Economic Research (IJABER) www.serialsjournal.com,ISSN : 0972-9380
Ali, H. (2018). Building Brand Image and Customer Loyalty: With Service Quality and Customer Satisfaction (Case Study on Giant Citra Raya). Saudi Journal of Humanities and Social Sciences (SJHSS). http://scholarsmepub.com/sjhss/. Volume-3, Issue-7, July 2018.
Aziah, Ayu & Adawia, Popon R. (2018). Analisis Perkembangan Industri Transportasi Online di Era Inovasi Distruptif (Studi Kasus PT GO-JEK Indonesia). Cakrawala: Jurnal Humaniora Bina Sarana Informatika, Vol. 18, No. 2.
Balinado, J.R.; Prasetyo, Y.T.; Young, M.N.; Persada, S.F.; Miraja, B.A.; Perwira Redi, A.A.N. The Effect of Service Quality on Customer Satisfaction in an Automotive After-Sales Service. J. Open Innov. Technol. Mark. Complex. 2021, 7, 116. https://doi.org/10.3390/joitmc7020116
Bhinawan, Meidarta & Ali, Hapzi (2017). Analysis of the Company Image and Service Quality through Customer Satisfaction to Customer Loyalty (A Field Research in PT. Nusantara Water Centre). Scholars Bulletin. DOI: 10.21276/sb.2017.3.3.10
Chan, T. J. and Goh, M. L., (2019). A Determinants of Service Quality and Customer Satisfaction of Retail Clothing Company. Journal of Business and Social Review in Emerging Economies, 5 (2) 295-304
Habibi, Muhammad Shyamsi, Effect of Customer Satisfaction on Customer Loyalty Fabelio.com (April 16, 2021). Available at SSRN: https://ssrn.com/abstract=3827900 or http://dx.doi.org/10.2139/ssrn.3827900
Hadibrata, Haruna, Buchori, Chree Dasri, Nuryanti, Ali, Hapzi (2018). Customer Satisfaction Model: Product Quality Analysis, Customer Relationship Marketing and Service Quality-Case Study on Water Supply Customers of Bintaro Jaya. Saudi Journal of Humanities and Social Sciences .Vol-3, Iss-2 (Feb, 2018): 293-304
Jamaluddin, J., & Ruswanti, E. (2017). Impact of Service Quality and Customer Satisfaction on Customer Loyalty: A Case Study in a Private Hospital in Indonesia. IOSR Journal of Business and Management, 19, 23-33.
Joudeh, Jamal & Ala, & Dandis, O. (2018). Service Quality, Customer Satisfaction and Loyalty in an Internet Service Providers. International Journal of Business and Management; Vol. 13, No. 8; 2018. 10.5539/ijbm.v13n8p108.
Juniardi, Asdin & Munir, Abdul & Haerani, Sitti. (2018). The Influence Of Marketing Mix Strategies To Customer Satisfaction And Hotel Loyalty Novotel Novotel Grand Shayla City Center. Hasanuddin Journal of Applied Business and Entrepreneurship. 1. 52-64
Khatab, Jawdat Jaafar & Esmaeel, Ezat & Othman, Bestoon. (2019). Dimensions of Service Marketing Mix and its Effects on Customer Satisfaction: A Case Study of International Kurdistan Bankin Erbil City-Iraq. Test Engineering and Management. 81. 4846 - 4855.
Kitapci, O., Taylan Dortyol, I., Yaman, Z. and Gulmez, M. (2013). The paths from service quality dimensions to customer loyalty: An application on supermarket customers. Management Research Review, Vol. 36 No. 3, pp. 239-255. https://doi.org/10.1108/01409171311306391
Kotler, Philip dan Keller, Kevin Lane. (2018). Manajemen Pemasaran. PT Indeks.
Kotler P. 2002. Manajemen Pemasaran. Jilid ke-2 (10th ed). Jakarta (ID):Prenhallindo.
Kuntari, Bela Dwi & Kumadji, Srikandi & Hidayat, Kadarisman (2016). Pengaruh Kualitas Pelayanan Terhadap Kepuasan Dan Loyalitas Pelanggan (Survei Pada Pelanggan Bengkel Pt Astra International Tbk – Daihatsu Malang). Jurnal Administrasi Bisnis (JAB)|Vol. 36 No. 1 Juli 2016|
Kurnia, Mei & Hartiati, Amna & Satriawan, I Ketut. (2018). Analisis Kepuasan Konsumen Terhadap Kualitas Produk Dan Layanan Dengan Metode Importance Perfomance Analysis (Studi Kasus Mie Rampok Jimbaran). Jurnal Rekayasa Dan Manajemen Agroindustri. 6. 45. 10.24843/JRMA.2018.v06.i01.p05.
Kusumadewi, R. & Karyono, Otong. (2019). Impact of Service Quality and Service Innovations on Competitive Advantage in Retailing. Budapest International Research and Critics Institute (BIRCI-Journal) : Humanities and Social Sciences. 2. 366-374. 10.33258/birci.v2i2.306.
Leninkumar, Vithya. (2017). The Relationship between Customer Satisfaction and Customer Trust on Customer Loyalty. International Journal of Academic Research in Business and Social Sciences. 7. 450-465. 10.6007/IJARBSS/v7-i4/2821.
Mahardiwan, Arief. (2017). Analisis Faktor-Faktor yang mempengaruhi Loyalitas Konsumen pada Pengguna Taksi Berbasiskan Online “Uber” di Jakarta. Institut Pertanian Bogor.
Manani, Tirimba & Nyaoga, Richard & Bosire, Robert & Ombati, Thomas & Kongere, Tom. (2013). Service Quality and Customer Satisfaction at Kenya Airways Ltd. European Journal of Business and Management. Vol.5, No.22, 2013
Mayanda, Luvy., Wijayanto, Hari dan Muflikhati, Istiqlaliyah. (2018). Factors Affecting Satisfaction And Loyalty Of Online Taxi-Motor Partners. Indonesian Journal of Business and Entrepreneurship, Vol. 4 No. 2.
Naik, C.N Krishna & Gantasala, Venugopal. (2010). Service Quality (Servqual) and its Effect on Customer Satisfaction in Retailing Introduction -Measures of Service Quality. European Journal of Social Sciences. Vol 16 No 2
Noyan, Fatma & Simsek, Gulhayat. (2011). Structural Determinants Of Customer Satisfaction In Loyalty Models: Turkish Retail Supermarkets. Procedia - Social and Behavioral Sciences. 30. 2134-2138. 10.1016/j.sbspro.2011.10.414.
Noyan, Fatma & ?im?ek, Gülhayat. (2014). The Antecedents of Customer Loyalty. Procedia - Social and Behavioral Sciences. 109. 1220-1224. 10.1016/j.sbspro.2013.12.615.
Othman, Bestoon & Harun, Amran & Almeida, Nuno & Sadq, Zana. (2020). The effects on customer satisfaction and customer loyalty by integrating marketing communication and after sale service into the traditional marketing mix model of Umrah travel services in Malaysia. Journal of Islamic Marketing.Vol 12 No 2. 10.1108/JIMA-09-2019-0198.
Ozatac, Nesrin & Saner, Tulen & Sen, Zeynep. (2016). Customer Satisfaction in the Banking Sector: The Case of North Cyprus. Procedia Economics and Finance. 39. 870-878. 10.1016/S2212-5671(16)30247-7.
Payangan, Otto R. (2018). Pemasaran Jasa Pariwisata. Bogor : IPB Press.
Pangaribuban, Jeri Binsar Manatius & Ali, Hapzi (2018). Influence Service Quality, Customer Relationship and Customer Satisfaction to Customer Loyalty: Case Study in Individual Customer PT. Prudential in 2016. Saudi Journal of Business and Management Studies (SJBMS) Vol-3, Iss-4 (Apr, 2018): 419-427
Rinaldi, Edza., Sumarwan, Ujang., dan Yulianti, Lilik N. (2012). Analisis Kepuasan Dan Loyalitas Pelanggan Pt. Sawah Besar Farma Cabang Jakarta. Jurnal Ekonomi dan Bisnis, Vol. 11 No. 2.
Rozano, Bobby & Pamungkas, Panji. (2017). Pengaruh Kualitas Layanan Terhadap Kepuasan Dan Loyalitas Pelanggan Hotel Bujet Di Bandung. Tourism Scientific Journal. 2. 104. 10.32659/tsj.v2i1.20.
Safi, Fidaa. O. D & Alagha, Marwan S. (2020). The Relationship Between Service Quality And Customer Satisfaction. International Journal of Scientific and Research Publications (IJSRP). 10. 767-787. 10.29322/IJSRP.10.08.2020.p10497.
Safitri, Azizah Yulia., Wibawa, Berto Mulia dan Ardiantono, Dewie Saktia. (2019). Pengukuran Kepuasan dan Loyalitas Konsumen Terhadap Kualitas Layanan Taksi Resmi Bandar Udara Juanda Surabaya. Jurnal Sains dan Seni ITS. Vol. 8, No. 1.
Sahabuddin, Romansyah. (2019). Manajemen Pemasaran Jasa: Upaya Untuk Meningkatkan Kepuasan Nasabah Pada Industri Perbankan. Pustaka Taman Ilmu
Sathyan, Lisa & Mano Raj, John. (2020). Functional Service Quality in Retail Banking -An Empirical Study. IOSR Journal of Business and Management (IOSR-JBM) 10.9790/487X-2208070108.
Setiawan, R,A., Setyohadi, D.B., dan Pranowo. (2018). Understanding Costum-ers ‘Intention to Use Social Network Sites as Complaint Channel: An Analysis of Young Costumers’ Perspectives. The 2nd International Conference on Energy, Enviromental and Information System (ICENIS)
Setyadi, Antonius & Ali Hapzi (2017). Build Customer Loyalty with CRM And Brand Image (Case Study on Giant Citra Raya). IOSR Journal of Business and Management (IOSR-JBM) e-ISSN: 2278-487X, p-ISSN: 2319-7668. Volume 19, Issue 1. Ver. IV (Jan. 2017), PP 35-42
Simanjuntak, Pinondang & Satriawan, I Ketut & Mulyani, Sri. (2019). Analisis Kepuasan Konsumen Dengan Menggunakan Metode Customer Satisfaction Index (Studi Kasus : C’Bezt Taman Griya). Jurnal Rekayasa Dan Manajemen Agroindustri. 7. 181. 10.24843/JRMA.2019.v07.i02.p02.
Singh, Amandeep & Singla, Babita & Sharma, Sandhir. (2020). Analyzing the Service Quality of Banks in Punjab. Test Engineering and Management. 82. 16102-16109.
Siswadi, Fery & Muharam, Heri & Hannan Sufrin. (2020). Pengaruh Kualitas Layanan Terhadap Kepuasan Pelanggan Dan Loyalitas Pelanggan (Studi Pada Perpustakaan Institut Pertanian Bogor). Jurnal Pustakawan Indonesia, 18(1), 42-53. https://doi.org/10.29244/jpi.v18i1.29246
Slack, N.J. and Singh, G. (2020). The effect of service quality on customer satisfaction and loyalty and the mediating role of customer satisfaction : Supermarkets in Fiji. The TQM Journal, Vol. 32 No. 3, pp. 543-558. https://doi.org/10.1108/TQM-07-2019-0187
Supranto.2011.Pengukuran Tingkat Kepuasan Pelanggan. Penerbit : Rineka Cipta. Jakarta.
Sulkaisi, Neffi & Siska, Felia & Irwan, Irwan. (2021). The Effect of Services Quality on Tourist Satisfaction and Tourist Loyalty. 10.2991/aebmr.k.210218.001.
Tjiptono, F. & Chandra, G. 2011. Service, Quality & Satification: Edisi 3. Penerbit Andi. Yogyakarta.
Trianah, Lilik & Pranitasari, Diah & Marichs, Siti. (2017). Pengaruh Kualitas Produk dan Kualitas Pelayanan Terhadap Kepuasan Pelanggan dan Loyalitas Pelanggan. Jurnal STEI Ekonomi. 26. 105-122. 10.36406/jemi.v26i01.201.
Wibowo, K.A., Ali, H., & Kemalasari, R. (2016). Analysis of Servqual And Product Quality Effects on Customer Satisfaction In Retail (A Field Research In Giant Citra Raya). IOSR Journal of Business and Management (IOSR-JBM) e-ISSN: 2278-487X, p-ISSN: 2319-7668. Volume 18, Issue 10. Ver. VII (October. 2016), PP 40-48 www.iosrjournals.org
Zakaria, Ibhrahim & Abdul-Rahman, Baharom & Othman, Abdul & Azlina, Noor & Dzulkipli, Mohd Redhuan & Osman, Mohd Akmal. (2014). The Relationship between Loyalty Program, Customer Satisfaction and Customer Loyalty in Retail Industry: A Case Study. Procedia - Social and Behavioral Sciences. 129. 23-30. 10.1016/j.sbspro.2014.03.643.
Adriany, Vita. (2018). Pengaruh Ekuitas Merek, Kualitas Pelayanan dan Bauran Promosi terhadap Keputusan Pembelian Ulang Jasa GO-JEK Melalui Kepuasan Pelanggan.Commerce Jurnal Ilmiah Politeknik Piksi Input Serang, Vol. 6 No. 1.
Alnaser, Feras & Ghani, Mazuri & Rahi, Samar & Mansour, Majeed & Abed, Hussein. (2017). The Influence of Services Marketing Mix (7 Ps.) and Subjective Norms on Customer's Satisfaction in Islamic Banks of Palestine. European Journal of Business and Management. Vol 9. No 27. 2017
Al Rasyid, Harun dan Erica, Denny. (2018). Pengaruh Kualitas Layanan dan Pemanfaatan Teknologi Informasi Terhadap Kepuasan dan Loyalitas Pelanggan Jasa Transportasi Online di Jakarta.Jurnal Perspektif, Vol. XVI No. 2.
Al Rasyid, Harun. (2017). Pengaruh Kualitas Layanan Dan Pemanfaatan Teknologi Terhadap Kepuasan Dan Loyalitas Pelanggan Go-Jek. Jurnal Ecodomica, Vol.1 No.2.
Ali, H., & Limakrisna, N. (2013). Metodologi Penelitian (Petunjuk Praktis untuk Pemecahan Masalah Bisnis, Penyusunan Skripsi, Tesis, dan Disertasi). Deeppublish: Yogyakarta
Ali, Hapzi & Limakrisna, Nandan & Jamaluddin, S. (2016). Model of customer satisfaction: The empirical study at Bri in Jambi. International Journal of Applied Business and Economic Research (IJABER) www.serialsjournal.com,ISSN : 0972-9380
Ali, H. (2018). Building Brand Image and Customer Loyalty: With Service Quality and Customer Satisfaction (Case Study on Giant Citra Raya). Saudi Journal of Humanities and Social Sciences (SJHSS). http://scholarsmepub.com/sjhss/. Volume-3, Issue-7, July 2018.
Aziah, Ayu & Adawia, Popon R. (2018). Analisis Perkembangan Industri Transportasi Online di Era Inovasi Distruptif (Studi Kasus PT GO-JEK Indonesia). Cakrawala: Jurnal Humaniora Bina Sarana Informatika, Vol. 18, No. 2.
Balinado, J.R.; Prasetyo, Y.T.; Young, M.N.; Persada, S.F.; Miraja, B.A.; Perwira Redi, A.A.N. The Effect of Service Quality on Customer Satisfaction in an Automotive After-Sales Service. J. Open Innov. Technol. Mark. Complex. 2021, 7, 116. https://doi.org/10.3390/joitmc7020116
Bhinawan, Meidarta & Ali, Hapzi (2017). Analysis of the Company Image and Service Quality through Customer Satisfaction to Customer Loyalty (A Field Research in PT. Nusantara Water Centre). Scholars Bulletin. DOI: 10.21276/sb.2017.3.3.10
Chan, T. J. and Goh, M. L., (2019). A Determinants of Service Quality and Customer Satisfaction of Retail Clothing Company. Journal of Business and Social Review in Emerging Economies, 5 (2) 295-304
Habibi, Muhammad Shyamsi, Effect of Customer Satisfaction on Customer Loyalty Fabelio.com (April 16, 2021). Available at SSRN: https://ssrn.com/abstract=3827900 or http://dx.doi.org/10.2139/ssrn.3827900
Hadibrata, Haruna, Buchori, Chree Dasri, Nuryanti, Ali, Hapzi (2018). Customer Satisfaction Model: Product Quality Analysis, Customer Relationship Marketing and Service Quality-Case Study on Water Supply Customers of Bintaro Jaya. Saudi Journal of Humanities and Social Sciences .Vol-3, Iss-2 (Feb, 2018): 293-304
Jamaluddin, J., & Ruswanti, E. (2017). Impact of Service Quality and Customer Satisfaction on Customer Loyalty: A Case Study in a Private Hospital in Indonesia. IOSR Journal of Business and Management, 19, 23-33.
Joudeh, Jamal & Ala, & Dandis, O. (2018). Service Quality, Customer Satisfaction and Loyalty in an Internet Service Providers. International Journal of Business and Management; Vol. 13, No. 8; 2018. 10.5539/ijbm.v13n8p108.
Juniardi, Asdin & Munir, Abdul & Haerani, Sitti. (2018). The Influence Of Marketing Mix Strategies To Customer Satisfaction And Hotel Loyalty Novotel Novotel Grand Shayla City Center. Hasanuddin Journal of Applied Business and Entrepreneurship. 1. 52-64
Khatab, Jawdat Jaafar & Esmaeel, Ezat & Othman, Bestoon. (2019). Dimensions of Service Marketing Mix and its Effects on Customer Satisfaction: A Case Study of International Kurdistan Bankin Erbil City-Iraq. Test Engineering and Management. 81. 4846 - 4855.
Kitapci, O., Taylan Dortyol, I., Yaman, Z. and Gulmez, M. (2013). The paths from service quality dimensions to customer loyalty: An application on supermarket customers. Management Research Review, Vol. 36 No. 3, pp. 239-255. https://doi.org/10.1108/01409171311306391
Kotler, Philip dan Keller, Kevin Lane. (2018). Manajemen Pemasaran. PT Indeks.
Kotler P. 2002. Manajemen Pemasaran. Jilid ke-2 (10th ed). Jakarta (ID):Prenhallindo.
Kuntari, Bela Dwi & Kumadji, Srikandi & Hidayat, Kadarisman (2016). Pengaruh Kualitas Pelayanan Terhadap Kepuasan Dan Loyalitas Pelanggan (Survei Pada Pelanggan Bengkel Pt Astra International Tbk – Daihatsu Malang). Jurnal Administrasi Bisnis (JAB)|Vol. 36 No. 1 Juli 2016|
Kurnia, Mei & Hartiati, Amna & Satriawan, I Ketut. (2018). Analisis Kepuasan Konsumen Terhadap Kualitas Produk Dan Layanan Dengan Metode Importance Perfomance Analysis (Studi Kasus Mie Rampok Jimbaran). Jurnal Rekayasa Dan Manajemen Agroindustri. 6. 45. 10.24843/JRMA.2018.v06.i01.p05.
Kusumadewi, R. & Karyono, Otong. (2019). Impact of Service Quality and Service Innovations on Competitive Advantage in Retailing. Budapest International Research and Critics Institute (BIRCI-Journal) : Humanities and Social Sciences. 2. 366-374. 10.33258/birci.v2i2.306.
Leninkumar, Vithya. (2017). The Relationship between Customer Satisfaction and Customer Trust on Customer Loyalty. International Journal of Academic Research in Business and Social Sciences. 7. 450-465. 10.6007/IJARBSS/v7-i4/2821.
Mahardiwan, Arief. (2017). Analisis Faktor-Faktor yang mempengaruhi Loyalitas Konsumen pada Pengguna Taksi Berbasiskan Online “Uber” di Jakarta. Institut Pertanian Bogor.
Manani, Tirimba & Nyaoga, Richard & Bosire, Robert & Ombati, Thomas & Kongere, Tom. (2013). Service Quality and Customer Satisfaction at Kenya Airways Ltd. European Journal of Business and Management. Vol.5, No.22, 2013
Mayanda, Luvy., Wijayanto, Hari dan Muflikhati, Istiqlaliyah. (2018). Factors Affecting Satisfaction And Loyalty Of Online Taxi-Motor Partners. Indonesian Journal of Business and Entrepreneurship, Vol. 4 No. 2.
Naik, C.N Krishna & Gantasala, Venugopal. (2010). Service Quality (Servqual) and its Effect on Customer Satisfaction in Retailing Introduction -Measures of Service Quality. European Journal of Social Sciences. Vol 16 No 2
Noyan, Fatma & Simsek, Gulhayat. (2011). Structural Determinants Of Customer Satisfaction In Loyalty Models: Turkish Retail Supermarkets. Procedia - Social and Behavioral Sciences. 30. 2134-2138. 10.1016/j.sbspro.2011.10.414.
Noyan, Fatma & ?im?ek, Gülhayat. (2014). The Antecedents of Customer Loyalty. Procedia - Social and Behavioral Sciences. 109. 1220-1224. 10.1016/j.sbspro.2013.12.615.
Othman, Bestoon & Harun, Amran & Almeida, Nuno & Sadq, Zana. (2020). The effects on customer satisfaction and customer loyalty by integrating marketing communication and after sale service into the traditional marketing mix model of Umrah travel services in Malaysia. Journal of Islamic Marketing.Vol 12 No 2. 10.1108/JIMA-09-2019-0198.
Ozatac, Nesrin & Saner, Tulen & Sen, Zeynep. (2016). Customer Satisfaction in the Banking Sector: The Case of North Cyprus. Procedia Economics and Finance. 39. 870-878. 10.1016/S2212-5671(16)30247-7.
Payangan, Otto R. (2018). Pemasaran Jasa Pariwisata. Bogor : IPB Press.
Pangaribuban, Jeri Binsar Manatius & Ali, Hapzi (2018). Influence Service Quality, Customer Relationship and Customer Satisfaction to Customer Loyalty: Case Study in Individual Customer PT. Prudential in 2016. Saudi Journal of Business and Management Studies (SJBMS) Vol-3, Iss-4 (Apr, 2018): 419-427
Rinaldi, Edza., Sumarwan, Ujang., dan Yulianti, Lilik N. (2012). Analisis Kepuasan Dan Loyalitas Pelanggan Pt. Sawah Besar Farma Cabang Jakarta. Jurnal Ekonomi dan Bisnis, Vol. 11 No. 2.
Rozano, Bobby & Pamungkas, Panji. (2017). Pengaruh Kualitas Layanan Terhadap Kepuasan Dan Loyalitas Pelanggan Hotel Bujet Di Bandung. Tourism Scientific Journal. 2. 104. 10.32659/tsj.v2i1.20.
Safi, Fidaa. O. D & Alagha, Marwan S. (2020). The Relationship Between Service Quality And Customer Satisfaction. International Journal of Scientific and Research Publications (IJSRP). 10. 767-787. 10.29322/IJSRP.10.08.2020.p10497.
Safitri, Azizah Yulia., Wibawa, Berto Mulia dan Ardiantono, Dewie Saktia. (2019). Pengukuran Kepuasan dan Loyalitas Konsumen Terhadap Kualitas Layanan Taksi Resmi Bandar Udara Juanda Surabaya. Jurnal Sains dan Seni ITS. Vol. 8, No. 1.
Sahabuddin, Romansyah. (2019). Manajemen Pemasaran Jasa: Upaya Untuk Meningkatkan Kepuasan Nasabah Pada Industri Perbankan. Pustaka Taman Ilmu
Sathyan, Lisa & Mano Raj, John. (2020). Functional Service Quality in Retail Banking -An Empirical Study. IOSR Journal of Business and Management (IOSR-JBM) 10.9790/487X-2208070108.
Setiawan, R,A., Setyohadi, D.B., dan Pranowo. (2018). Understanding Costum-ers ‘Intention to Use Social Network Sites as Complaint Channel: An Analysis of Young Costumers’ Perspectives. The 2nd International Conference on Energy, Enviromental and Information System (ICENIS)
Setyadi, Antonius & Ali Hapzi (2017). Build Customer Loyalty with CRM And Brand Image (Case Study on Giant Citra Raya). IOSR Journal of Business and Management (IOSR-JBM) e-ISSN: 2278-487X, p-ISSN: 2319-7668. Volume 19, Issue 1. Ver. IV (Jan. 2017), PP 35-42
Simanjuntak, Pinondang & Satriawan, I Ketut & Mulyani, Sri. (2019). Analisis Kepuasan Konsumen Dengan Menggunakan Metode Customer Satisfaction Index (Studi Kasus : C’Bezt Taman Griya). Jurnal Rekayasa Dan Manajemen Agroindustri. 7. 181. 10.24843/JRMA.2019.v07.i02.p02.
Singh, Amandeep & Singla, Babita & Sharma, Sandhir. (2020). Analyzing the Service Quality of Banks in Punjab. Test Engineering and Management. 82. 16102-16109.
Siswadi, Fery & Muharam, Heri & Hannan Sufrin. (2020). Pengaruh Kualitas Layanan Terhadap Kepuasan Pelanggan Dan Loyalitas Pelanggan (Studi Pada Perpustakaan Institut Pertanian Bogor). Jurnal Pustakawan Indonesia, 18(1), 42-53. https://doi.org/10.29244/jpi.v18i1.29246
Slack, N.J. and Singh, G. (2020). The effect of service quality on customer satisfaction and loyalty and the mediating role of customer satisfaction : Supermarkets in Fiji. The TQM Journal, Vol. 32 No. 3, pp. 543-558. https://doi.org/10.1108/TQM-07-2019-0187
Supranto.2011.Pengukuran Tingkat Kepuasan Pelanggan. Penerbit : Rineka Cipta. Jakarta.
Sulkaisi, Neffi & Siska, Felia & Irwan, Irwan. (2021). The Effect of Services Quality on Tourist Satisfaction and Tourist Loyalty. 10.2991/aebmr.k.210218.001.
Tjiptono, F. & Chandra, G. 2011. Service, Quality & Satification: Edisi 3. Penerbit Andi. Yogyakarta.
Trianah, Lilik & Pranitasari, Diah & Marichs, Siti. (2017). Pengaruh Kualitas Produk dan Kualitas Pelayanan Terhadap Kepuasan Pelanggan dan Loyalitas Pelanggan. Jurnal STEI Ekonomi. 26. 105-122. 10.36406/jemi.v26i01.201.
Wibowo, K.A., Ali, H., & Kemalasari, R. (2016). Analysis of Servqual And Product Quality Effects on Customer Satisfaction In Retail (A Field Research In Giant Citra Raya). IOSR Journal of Business and Management (IOSR-JBM) e-ISSN: 2278-487X, p-ISSN: 2319-7668. Volume 18, Issue 10. Ver. VII (October. 2016), PP 40-48 www.iosrjournals.org
Zakaria, Ibhrahim & Abdul-Rahman, Baharom & Othman, Abdul & Azlina, Noor & Dzulkipli, Mohd Redhuan & Osman, Mohd Akmal. (2014). The Relationship between Loyalty Program, Customer Satisfaction and Customer Loyalty in Retail Industry: A Case Study. Procedia - Social and Behavioral Sciences. 129. 23-30. 10.1016/j.sbspro.2014.03.643.
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2021-10-31
How to Cite
Sambodo Rio Sasongko. (2021). FAKTOR-FAKTOR KEPUASAN PELANGGAN DAN LOYALITAS PELANGGAN (LITERATURE REVIEW MANAJEMEN PEMASARAN). Jurnal Ilmu Manajemen Terapan, 3(1), 104–114. https://doi.org/10.31933/jimt.v3i1.707
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- 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) .
- 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).
