MODEL LOYALITAS PELANGGAN MELALUI KEPUASAN PELANGGAN: KUALITAS PELAYANAN DAN CITRA MEREK (LITERATUR REVIEW MANAJEMEN PEMASARAN)
DOI:
https://doi.org/10.38035/jmpis.v3i1.870Keywords:
Loyalitas Pelanggan, Kepuasan Pelanggan, Kualitas Pelayanan, dan Citra MerekAbstract
Penelitian terdahulu atau penelitian terkait sangat penting dalam penelitian atau karya tulis ilmiah. Penelitian terdahulu atau terkait membantu memperkuat teori dan fenomena hubungan atau efek antar variabel. Tujuan penulisan artikel literature review manajemen pemasaran ini adalah untuk membangun hipotesis yang dapat digunakan pada riset selanjutnya. Artikel ini menjelaskan ulang mengenai hal-hal yang mempengaruhi loyalitas pelanggan melalui kepuasan pelanggan, yaitu: kualitas pelayanan dan citra merek dari pengguna Grab Bekasi. Hasil artikel literature review ini adalah: kualitas pelayanan dan citra merek mempengaruhi loyalitas pelanggan melalui kepuasan pelanggan sebagai variabel intervensi.
References
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.
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.
Aptaguna, A., & Pitaloka, E. (2016). Pengaruh Kualitas Layanan Dan Harga Terhadap Minat Beli Jasa Go-Jek. Widyakala Journal, 3(2012), 49. https://doi.org/10.36262/widyakala.v3i0.24
Ardika, K. P., Zukhri, A., & Suwena, K. R. (2019). Studi Komperatif Brand Image Produk Laptop Asus Dan Acer Pada Mahasiswa Fakultas Ekonomi Universitas Pendidikan Ganesha Tahun 2017. Jurnal Pendidikan Ekonomi Undiksha, 10(1), 252. https://doi.org/10.23887/jjpe.v10i1.20130
Area, U. M. (2015). PENGARUH KUALITAS PELAYANAN PAYMENT ( POS PAY ) TERHADAP KEPUASAN PELANGGAN PADA PT . POS INDONESIA ( Persero ) MEDAN FAKULTAS EKONOMI UNIVERSITAS MEDAN AREA MEDAN.
Arianto, M., & Mahmudah, N. (2014). REMOVED: Analisis Kepuasan Konsumen di Jatiroso Catering Service. JBMP (Jurnal Bisnis, Manajemen Dan Perbankan), 1(2), 102–120. https://doi.org/10.21070/jbmp.v1i2.267
Bastari, A., -, H., & Ali, H. (2020). DETERMINANT SERVICE PERFORMANCE THROUGH MOTIVATION ANALYSIS AND TRANSFORMATIONAL LEADERSHIP. International Journal of Psychosocial Rehabilitation. https://doi.org/10.37200/ijpr/v24i4/pr201108
Binsar, J., Pangaribuan, M., & Ali, H. (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. https://doi.org/10.21276/sjbms.2018.3.4.7
Caesaro, V. B. (2020). Pengaruh kualitas produk, harga, dan kualitas pelayanan terhadap keputusan pembelian smartphone Samsung di Jabodetabek.
Chauhan, R., Ali, H., & Munawar, N. A. (2019). BUILDING PERFORMANCE SERVICE THROUGH TRANSFORMATIONAL LEADERSHIP ANALYSIS, WORK STRESS AND WORK MOTIVATION (EMPIRICAL CASE STUDY IN STATIONERY DISTRIBUTOR COMPANIES). Dinasti International Journal of Education Management And Social Science. https://doi.org/10.31933/dijemss.v1i1.42
Djojo, A., & Ali, H. (2012). Information technology service performance and client’s relationship to increase banking image and its influence on deposits customer banks loyalty (A survey of Banking in Jambi). In Archives Des Sciences.
Dwi Wahyuni, C. R. (2017). Kualitas Pelayanan Dan Pengaruhnya Terhadap Loyalitas Pelanggan Yang Di Mediasi Oleh Kepuasan Di Bank Muamalat Jombang. Eksis: Jurnal Riset Ekonomi Dan Bisnis, 12(1), 69–82. https://doi.org/10.26533/eksis.v12i1.84
Elmi, F., Setyadi, A., Regiana, L., & Ali, H. (2016). Effect of leadership style, organizational culture and emotional intelligence to learning organization: On the Human Resources Development Agency of Law and Human Rights, Ministry of Law and Human Rights. International Journal of Economic Research.
Erinawati, F., & Syafarudin, A. (2021). Pengaruh kualitas pelayanan, harga, promosi terhadap keputusan.
Fitria. (2013). Pengaruh Media Sosial Dan Citra Mrek Terhadap Minat Beli Konsumen. Journal of Chemical Information and Modeling, 53(9), 1689–1699.
Hanifyanto, G. Y., & Ali, H. (n.d.). Faktor-Faktor Yang Mempengaruhi Market Driven Strategy dan Customer Loyalty?: Product , Price , Promotion , Place Suatu Literature Review. 1–15.
Hapzi Ali. (2014). Pengaruh Kualitas pelayanan dan Kerelasian Nasabah terhadap Citra PT. Bank Negara Indonesia Kota Jambi. 9(2), 13–19.
Harini, S., Hamidah, Luddin, M. R., & Ali, H. (2020). Analysis supply chain management factors of lecturer’s turnover phenomenon. International Journal of Supply Chain Management.
Ii, B. A. B. (2013). A. Deskripsi Teori. 9–44.
Ipa, P., & Di, S. (2017). No ????????????????????? ?????????????????Title.
Jihan, N., & Made, S. I. (2018). Analisis pengaruh kualitas layanan, harapan kinerja dan citra perusahaan terhadap loyalitas pelanggan melalui kepuasan pelanggan sebagai variabel intervening (Studi pada Rumah Sakit Islam Sultan Agung Semarang). Diponegoro Journal of Management, 7(1984), 8. Retrieved from https://ejournal3.undip.ac.id/index.php/djom/article/view/22339
Journal, A. M., & Ali, H. (2017). Scholars Bulletin Analysis of the Company Image and Service Quality through Customer Satisfaction to Customer Loyalty ( A Field Research in PT . Nusantara Water Centre ). 149–158. https://doi.org/10.21276/sb.2017.3.3.10
Kasturi, D., Suharyati, & Nastiti, H. (2019). Pengaruh Kualitas Produk, Kualitas Layanan, dan Citra Merek Terhadap Loyalitas Melalui Kepuasan. Perwira (Jurnal Pendidikan Kewirausahaan Indonesia), 2(2), 155–175. Retrieved from http://www.koran-jakarta.com
Kasus, S., Pengguna, M., & Toyota, M. (2014). Analisis Pengaruh Citra Merek dan Kepercayaan Merek terhadap Loyalitas Pelanggan Mobil Merek Toyota Avanza.
Lestari, A. D., & Syarif, R. (n.d.). Pengaruh Green Marketing , Citra Merek , dan Kualitas Produk Terhadap Loyalitas Pelanggan Kentucky Fried Chicken ( Studi Kasus KFC Buaran Plaza ). 4(3), 290–299.
Limakrisna, N., & Ali, H. (2016). Model of Customer Satisfaction: Empirical Study At Fast Food Restaurants in Bandung. International Journal of Business and Commerce, 5(06), 132–146. Retrieved from www.ijbcnet.com
M, A., & Ali, H. (2017). Model Kepuasan Pelanggan: Analisis Kualitas Produk Dan Kualitas Layanan Terhadap Citra Merek Pada Giant Citra Raya Jakarta. Jurnal Manajemen, 21(3), 317. https://doi.org/10.24912/jm.v21i3.254
Mappesona, H., Ikhsani, K., & Ali, H. (2020). Customer purchase decision model, supply chain management and customer satisfaction: Product quality and promotion analysis. International Journal of Supply Chain Management.
Moha, S., & Loindong, S. (2016). Analisis Kualitas Pelayanan Dan Fasilitas Terhadap Kepuasan Konsumen Pada Hotel Yuta Di Kota Manado. Jurnal EMBA, 4(1), 575–584.
Ong, J. O., & Pambudi, J. (2014). Analisis Kepuasan Pelanggan Dengan Importance Performance Analysis Di Sbu Laboratory Cibitung Pt Sucofindo (Persero). J@Ti Undip?: Jurnal Teknik Industri, 9(1), 1–10. https://doi.org/10.12777/jati.9.1.1-10
PASHA, F. V. (2019). Pengaruh Citra Merek, Kualitas Produk Dan Store Atmosphere Terhadap Kepuasan Pelanggan Pada Coffee Shop Piacevole Medan.
Pengaruh, A., Pelanggan, N., & Khasanah, I. (2015). Experiental Marketing dan Rasa Kepercayaan terhadap Kepuasan Pelanggan ( Studi Kasus Hotel Pondok Tingal Magelang ). 12.
Prasetyaningsih, E., & Astini, R. (2016). Terhadap Keputusan Pembelian Produk Tas Branded Tiruan Pada. Jurnal Ilmiah Mnajemen Dan Bisnis, 2 (2)(July 2016).
Prayetno, S., & Ali, H. (2017). Analysis of advocates organizational commitment and advocates work motivation to advocates performance and its impact on performance advocates office. International Journal of Economic Research.
Purba, C. B., Arzio, & Ali, H. (2017). The influence of compensation, working environment and organization culture on working productivity of BPJS (workers social security agency) employment staff in Rawamangun Branch. Man in India.
Putri, Y. L., & Utomo, H. (2017). PENGARUH KUALITAS PELAYANAN TERHADAP LOYALITAS PELANGGAN DENGAN KEPUASAN SEBAGAI VARIABEL INTERVENING (Studi Persepsi Pada Pelanggan Dian Comp Ambarawa). Among Makarti, 10(1), 70–90. https://doi.org/10.52353/ama.v10i1.147
Ridwan, M., Mulyani, S. R., & Ali, H. (2020). Building behavior and performance citizenship: Perceived organizational support and competence (case study at SPMI private university in west Sumatra). International Journal of Psychosocial Rehabilitation. https://doi.org/10.37200/IJPR/V24I6/PR260195
Rivai, A., Suharto, & Ali, H. (2017). Organizational performance analysis: Loyalty predictors are mediated by work motivation at urban village in Bekasi City. International Journal of Economic Research.
Riyanto, S., Pratomo, A., & Ali, H. (2017). EFFECT OF COMPENSATION AND JOB INSECURITY ON EMPLOYEE ENGAGEMENT (STUDY ON EMPLOYEE OF BUSINESS COMPETITION SUPERVISORY COMMISSION SECRETARIAT). International Journal of Advanced Research. https://doi.org/10.21474/ijar01/4139
Riyanto, S., Sutrisno, A., & Ali, H. (2017). International Review of Management and Marketing The Impact of Working Motivation and Working Environment on Employees Performance in Indonesia Stock Exchange. International Review of Management and Marketing.
Rongalaha, I. N. (2015). USAHA PUSTAKAWAN DALAM MENINGKATKAN KUALITAS LAYANAN PENGGUNA DI BADAN PERPUSTAKAAN, ARSIP DAN DOKUMENTASI PROVINSI SULAWESI UTARA Oleh. Acta Diurna, IV(4).
Saputra, G. W., & Ardani, I. G. A. K. S. (2020). Pengaruh digital marketing, word of mouth, dan kualitas pelayanan terhadap keputusan pembelian.
Sardjijo, S., & Ali, H. (2017). Integrating Character Building into Mathematics and Science Courses in Elementary School. International Journal of Environmental and Science Education. https://doi.org/10.1007/s10648-016-9383-1
Setyadi, D. A. (2017). Build Customer Loyalty with CRM and Brand Image (Case Study on Giant Citra Raya). IOSR Journal of Business and Management, 19(01), 35–42. https://doi.org/10.9790/487x-1901043542
Sirhan Fikri, Wahyu Wiyani, A. S. (2016). Pengaruh kualitas pelayanan terhadap kepuasan dan loyalitas mahasiswa. Jurnal Bisnis Dan Manajemen, 3(1), 120–134.
Sulistiorini, M. S., & Ali, H. (2017). Customer satisfaction model: Product analysis, price, promotion and distribution (case study at PT Integrasia Utama). International Journal of Applied Business and Economic Research.
Taiwo, J., Ucheaga, E., Achugamonu, B., Adetiloye, K., Okoye, L., & Agwu, M. (2017). Credit Risk Management: Implications on Bank Performance and Lending Growth. Saudi Journal of Business and Management Studies, 2(5B), 584–590. https://doi.org/10.21276/sjbms
Tiara Dewi, Muhammad Amir Masruhim, R. S. (2016). ??No Title No Title No Title. Laboratorium Penelitian Dan Pengembangan FARMAKA TROPIS Fakultas Farmasi Universitas Mualawarman, Samarinda, Kalimantan Timur, 14(April), 5–24.
Widayati, C.C., Ali, H., Permana, D., & Nugroho, A. (2020). The role of destination image on visiting decisions through word of mouth in urban tourism in Yogyakarta. International Journal of Innovation, Creativity and Change, 12(3).
Widayati, Christina Catur, Ali, H., Permana, D., & Nugroho, A. (2020). The role of destination image on visiting decisions through word of mouth in urban tourism in Yogyakarta. International Journal of Innovation, Creativity and Change.
Widjoyo, S. (2014). Pengaruh Kualitas Layanan dan Kualitas Produk Terhadap Kepuasan Pelanggan dan Loyalitas Konsumen Restoran Happy Garden Surabaya. Jurnal Manajemen Pemasaran, 2(1), 1–9.
Yousif, N., Cole, J., Rothwell, J. C., Diedrichsen, J., Zelik, K. E., Winstein, C. J., … Dublin, C. (2018). No ????????????????????? ?????????????????Title. Journal of Physical Therapy Science, 9(1), 1–11. Retrieved from http://dx.doi.org/10.1016/j.neuropsychologia.2015.07.010%0Ahttp://dx.doi.org/10.1016/j.visres.2014.07.001%0Ahttps://doi.org/10.1016/j.humov.2018.08.006%0Ahttp://www.ncbi.nlm.nih.gov/pubmed/24582474%0Ahttps://doi.org/10.1016/j.gaitpost.2018.12.007%0Ahttps://doi.org/
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.
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.
Aptaguna, A., & Pitaloka, E. (2016). Pengaruh Kualitas Layanan Dan Harga Terhadap Minat Beli Jasa Go-Jek. Widyakala Journal, 3(2012), 49. https://doi.org/10.36262/widyakala.v3i0.24
Ardika, K. P., Zukhri, A., & Suwena, K. R. (2019). Studi Komperatif Brand Image Produk Laptop Asus Dan Acer Pada Mahasiswa Fakultas Ekonomi Universitas Pendidikan Ganesha Tahun 2017. Jurnal Pendidikan Ekonomi Undiksha, 10(1), 252. https://doi.org/10.23887/jjpe.v10i1.20130
Area, U. M. (2015). PENGARUH KUALITAS PELAYANAN PAYMENT ( POS PAY ) TERHADAP KEPUASAN PELANGGAN PADA PT . POS INDONESIA ( Persero ) MEDAN FAKULTAS EKONOMI UNIVERSITAS MEDAN AREA MEDAN.
Arianto, M., & Mahmudah, N. (2014). REMOVED: Analisis Kepuasan Konsumen di Jatiroso Catering Service. JBMP (Jurnal Bisnis, Manajemen Dan Perbankan), 1(2), 102–120. https://doi.org/10.21070/jbmp.v1i2.267
Bastari, A., -, H., & Ali, H. (2020). DETERMINANT SERVICE PERFORMANCE THROUGH MOTIVATION ANALYSIS AND TRANSFORMATIONAL LEADERSHIP. International Journal of Psychosocial Rehabilitation. https://doi.org/10.37200/ijpr/v24i4/pr201108
Binsar, J., Pangaribuan, M., & Ali, H. (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. https://doi.org/10.21276/sjbms.2018.3.4.7
Caesaro, V. B. (2020). Pengaruh kualitas produk, harga, dan kualitas pelayanan terhadap keputusan pembelian smartphone Samsung di Jabodetabek.
Chauhan, R., Ali, H., & Munawar, N. A. (2019). BUILDING PERFORMANCE SERVICE THROUGH TRANSFORMATIONAL LEADERSHIP ANALYSIS, WORK STRESS AND WORK MOTIVATION (EMPIRICAL CASE STUDY IN STATIONERY DISTRIBUTOR COMPANIES). Dinasti International Journal of Education Management And Social Science. https://doi.org/10.31933/dijemss.v1i1.42
Djojo, A., & Ali, H. (2012). Information technology service performance and client’s relationship to increase banking image and its influence on deposits customer banks loyalty (A survey of Banking in Jambi). In Archives Des Sciences.
Dwi Wahyuni, C. R. (2017). Kualitas Pelayanan Dan Pengaruhnya Terhadap Loyalitas Pelanggan Yang Di Mediasi Oleh Kepuasan Di Bank Muamalat Jombang. Eksis: Jurnal Riset Ekonomi Dan Bisnis, 12(1), 69–82. https://doi.org/10.26533/eksis.v12i1.84
Elmi, F., Setyadi, A., Regiana, L., & Ali, H. (2016). Effect of leadership style, organizational culture and emotional intelligence to learning organization: On the Human Resources Development Agency of Law and Human Rights, Ministry of Law and Human Rights. International Journal of Economic Research.
Erinawati, F., & Syafarudin, A. (2021). Pengaruh kualitas pelayanan, harga, promosi terhadap keputusan.
Fitria. (2013). Pengaruh Media Sosial Dan Citra Mrek Terhadap Minat Beli Konsumen. Journal of Chemical Information and Modeling, 53(9), 1689–1699.
Hanifyanto, G. Y., & Ali, H. (n.d.). Faktor-Faktor Yang Mempengaruhi Market Driven Strategy dan Customer Loyalty?: Product , Price , Promotion , Place Suatu Literature Review. 1–15.
Hapzi Ali. (2014). Pengaruh Kualitas pelayanan dan Kerelasian Nasabah terhadap Citra PT. Bank Negara Indonesia Kota Jambi. 9(2), 13–19.
Harini, S., Hamidah, Luddin, M. R., & Ali, H. (2020). Analysis supply chain management factors of lecturer’s turnover phenomenon. International Journal of Supply Chain Management.
Ii, B. A. B. (2013). A. Deskripsi Teori. 9–44.
Ipa, P., & Di, S. (2017). No ????????????????????? ?????????????????Title.
Jihan, N., & Made, S. I. (2018). Analisis pengaruh kualitas layanan, harapan kinerja dan citra perusahaan terhadap loyalitas pelanggan melalui kepuasan pelanggan sebagai variabel intervening (Studi pada Rumah Sakit Islam Sultan Agung Semarang). Diponegoro Journal of Management, 7(1984), 8. Retrieved from https://ejournal3.undip.ac.id/index.php/djom/article/view/22339
Journal, A. M., & Ali, H. (2017). Scholars Bulletin Analysis of the Company Image and Service Quality through Customer Satisfaction to Customer Loyalty ( A Field Research in PT . Nusantara Water Centre ). 149–158. https://doi.org/10.21276/sb.2017.3.3.10
Kasturi, D., Suharyati, & Nastiti, H. (2019). Pengaruh Kualitas Produk, Kualitas Layanan, dan Citra Merek Terhadap Loyalitas Melalui Kepuasan. Perwira (Jurnal Pendidikan Kewirausahaan Indonesia), 2(2), 155–175. Retrieved from http://www.koran-jakarta.com
Kasus, S., Pengguna, M., & Toyota, M. (2014). Analisis Pengaruh Citra Merek dan Kepercayaan Merek terhadap Loyalitas Pelanggan Mobil Merek Toyota Avanza.
Lestari, A. D., & Syarif, R. (n.d.). Pengaruh Green Marketing , Citra Merek , dan Kualitas Produk Terhadap Loyalitas Pelanggan Kentucky Fried Chicken ( Studi Kasus KFC Buaran Plaza ). 4(3), 290–299.
Limakrisna, N., & Ali, H. (2016). Model of Customer Satisfaction: Empirical Study At Fast Food Restaurants in Bandung. International Journal of Business and Commerce, 5(06), 132–146. Retrieved from www.ijbcnet.com
M, A., & Ali, H. (2017). Model Kepuasan Pelanggan: Analisis Kualitas Produk Dan Kualitas Layanan Terhadap Citra Merek Pada Giant Citra Raya Jakarta. Jurnal Manajemen, 21(3), 317. https://doi.org/10.24912/jm.v21i3.254
Mappesona, H., Ikhsani, K., & Ali, H. (2020). Customer purchase decision model, supply chain management and customer satisfaction: Product quality and promotion analysis. International Journal of Supply Chain Management.
Moha, S., & Loindong, S. (2016). Analisis Kualitas Pelayanan Dan Fasilitas Terhadap Kepuasan Konsumen Pada Hotel Yuta Di Kota Manado. Jurnal EMBA, 4(1), 575–584.
Ong, J. O., & Pambudi, J. (2014). Analisis Kepuasan Pelanggan Dengan Importance Performance Analysis Di Sbu Laboratory Cibitung Pt Sucofindo (Persero). J@Ti Undip?: Jurnal Teknik Industri, 9(1), 1–10. https://doi.org/10.12777/jati.9.1.1-10
PASHA, F. V. (2019). Pengaruh Citra Merek, Kualitas Produk Dan Store Atmosphere Terhadap Kepuasan Pelanggan Pada Coffee Shop Piacevole Medan.
Pengaruh, A., Pelanggan, N., & Khasanah, I. (2015). Experiental Marketing dan Rasa Kepercayaan terhadap Kepuasan Pelanggan ( Studi Kasus Hotel Pondok Tingal Magelang ). 12.
Prasetyaningsih, E., & Astini, R. (2016). Terhadap Keputusan Pembelian Produk Tas Branded Tiruan Pada. Jurnal Ilmiah Mnajemen Dan Bisnis, 2 (2)(July 2016).
Prayetno, S., & Ali, H. (2017). Analysis of advocates organizational commitment and advocates work motivation to advocates performance and its impact on performance advocates office. International Journal of Economic Research.
Purba, C. B., Arzio, & Ali, H. (2017). The influence of compensation, working environment and organization culture on working productivity of BPJS (workers social security agency) employment staff in Rawamangun Branch. Man in India.
Putri, Y. L., & Utomo, H. (2017). PENGARUH KUALITAS PELAYANAN TERHADAP LOYALITAS PELANGGAN DENGAN KEPUASAN SEBAGAI VARIABEL INTERVENING (Studi Persepsi Pada Pelanggan Dian Comp Ambarawa). Among Makarti, 10(1), 70–90. https://doi.org/10.52353/ama.v10i1.147
Ridwan, M., Mulyani, S. R., & Ali, H. (2020). Building behavior and performance citizenship: Perceived organizational support and competence (case study at SPMI private university in west Sumatra). International Journal of Psychosocial Rehabilitation. https://doi.org/10.37200/IJPR/V24I6/PR260195
Rivai, A., Suharto, & Ali, H. (2017). Organizational performance analysis: Loyalty predictors are mediated by work motivation at urban village in Bekasi City. International Journal of Economic Research.
Riyanto, S., Pratomo, A., & Ali, H. (2017). EFFECT OF COMPENSATION AND JOB INSECURITY ON EMPLOYEE ENGAGEMENT (STUDY ON EMPLOYEE OF BUSINESS COMPETITION SUPERVISORY COMMISSION SECRETARIAT). International Journal of Advanced Research. https://doi.org/10.21474/ijar01/4139
Riyanto, S., Sutrisno, A., & Ali, H. (2017). International Review of Management and Marketing The Impact of Working Motivation and Working Environment on Employees Performance in Indonesia Stock Exchange. International Review of Management and Marketing.
Rongalaha, I. N. (2015). USAHA PUSTAKAWAN DALAM MENINGKATKAN KUALITAS LAYANAN PENGGUNA DI BADAN PERPUSTAKAAN, ARSIP DAN DOKUMENTASI PROVINSI SULAWESI UTARA Oleh. Acta Diurna, IV(4).
Saputra, G. W., & Ardani, I. G. A. K. S. (2020). Pengaruh digital marketing, word of mouth, dan kualitas pelayanan terhadap keputusan pembelian.
Sardjijo, S., & Ali, H. (2017). Integrating Character Building into Mathematics and Science Courses in Elementary School. International Journal of Environmental and Science Education. https://doi.org/10.1007/s10648-016-9383-1
Setyadi, D. A. (2017). Build Customer Loyalty with CRM and Brand Image (Case Study on Giant Citra Raya). IOSR Journal of Business and Management, 19(01), 35–42. https://doi.org/10.9790/487x-1901043542
Sirhan Fikri, Wahyu Wiyani, A. S. (2016). Pengaruh kualitas pelayanan terhadap kepuasan dan loyalitas mahasiswa. Jurnal Bisnis Dan Manajemen, 3(1), 120–134.
Sulistiorini, M. S., & Ali, H. (2017). Customer satisfaction model: Product analysis, price, promotion and distribution (case study at PT Integrasia Utama). International Journal of Applied Business and Economic Research.
Taiwo, J., Ucheaga, E., Achugamonu, B., Adetiloye, K., Okoye, L., & Agwu, M. (2017). Credit Risk Management: Implications on Bank Performance and Lending Growth. Saudi Journal of Business and Management Studies, 2(5B), 584–590. https://doi.org/10.21276/sjbms
Tiara Dewi, Muhammad Amir Masruhim, R. S. (2016). ??No Title No Title No Title. Laboratorium Penelitian Dan Pengembangan FARMAKA TROPIS Fakultas Farmasi Universitas Mualawarman, Samarinda, Kalimantan Timur, 14(April), 5–24.
Widayati, C.C., Ali, H., Permana, D., & Nugroho, A. (2020). The role of destination image on visiting decisions through word of mouth in urban tourism in Yogyakarta. International Journal of Innovation, Creativity and Change, 12(3).
Widayati, Christina Catur, Ali, H., Permana, D., & Nugroho, A. (2020). The role of destination image on visiting decisions through word of mouth in urban tourism in Yogyakarta. International Journal of Innovation, Creativity and Change.
Widjoyo, S. (2014). Pengaruh Kualitas Layanan dan Kualitas Produk Terhadap Kepuasan Pelanggan dan Loyalitas Konsumen Restoran Happy Garden Surabaya. Jurnal Manajemen Pemasaran, 2(1), 1–9.
Yousif, N., Cole, J., Rothwell, J. C., Diedrichsen, J., Zelik, K. E., Winstein, C. J., … Dublin, C. (2018). No ????????????????????? ?????????????????Title. Journal of Physical Therapy Science, 9(1), 1–11. Retrieved from http://dx.doi.org/10.1016/j.neuropsychologia.2015.07.010%0Ahttp://dx.doi.org/10.1016/j.visres.2014.07.001%0Ahttps://doi.org/10.1016/j.humov.2018.08.006%0Ahttp://www.ncbi.nlm.nih.gov/pubmed/24582474%0Ahttps://doi.org/10.1016/j.gaitpost.2018.12.007%0Ahttps://doi.org/
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2022-02-22
How to Cite
Indrawan, D. ., Rahmawati, G. ., Oktaviana, I. ., & Ismiati, S. . (2022). MODEL LOYALITAS PELANGGAN MELALUI KEPUASAN PELANGGAN: KUALITAS PELAYANAN DAN CITRA MEREK (LITERATUR REVIEW MANAJEMEN PEMASARAN). JURNAL MANAJEMEN PENDIDIKAN DAN ILMU SOSIAL, 3(1), 240–253. https://doi.org/10.38035/jmpis.v3i1.870
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- Penulis mengakui bahwa Jurnal Manajemen Pendidikan dan Ilmu Sosial (JMPIS) 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 Manajemen Pendidikan dan Ilmu Sosial (JMPIS).
