MODEL MINAT PENGGUNAAN KEMBALI MELALUI KEPUASAN PELANGGAN: PROMOSI CASHBACK DAN E-SERVICE QUALITY (LITERATURE REVIEW MANAJEMEN PEMASARAN)
DOI:
https://doi.org/10.38035/jmpis.v3i1.884Keywords:
Penggunaan kembali, Kepuasan Pelanggan, Promosi Cashback, E-Service QualityAbstract
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 Model minat penggunaan kembali melalui kepuasan pelanggan di masa pandemi covid-19 melalui promosi cahback dan e-service quality. Suatu Studi Literatur Manajemen Pemasaran, Hasil dari library risearch ini adalah bahwa: 1) Terdapat pengaruh positif dan signifikan promosi cashback terhadap kepuasan pelanggan 2) Terdapat pengaruh positif dan signifikan e-service quality terhadap kepuasan pelanggan pengguna ; 3) Terdapat pengaruh positif dan signifikan promosi cashback terhadap minat penggunaan kembali; 4) Terdapat pengaruh positif dan signifikan e-service quality terhadap minat penggunaan kembali; 5) Terdapat pengaruh positif dan signifikan kepuasan pelanggan terhadap minat penggunaan kembal; 6) Kepuasan pelanggan dapat memediasi pengaruh antara promosi cashback dengan minat penggunaan kembali; 7) Kepuasan pelanggan dapat memediasi pengaruh antara e-service quality dengan minat penggunaan kembali.
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Al-Hawary, S. I. S., & Al-Smeran, W. F. (2017). Impact of Electronic Service Quality on Customers Satisfaction of Islamic Banks in Jordan. International Journal of Academic Research in Accounting, Finance and Management Sciences, 7(1), 170–188.
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Ali, Hapzi. (2019). 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
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Ali, Hapzi, 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, Hapzi, & Mappesona, H. (2016). Build brand image: Analysis Service Quality and Product Quality (case study at Giant Citra Raya). International Journal of Economic Research.
Ali, Hapzi, Narulita, E., & Nurmahdi, A. (2018). 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
Anggita, R., & Ali, H. (2017). 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
Anugrah, F. T. (2020). Effect of Promotion and Ease of Use on Customer Satisfaction and Loyalty on OVO Application Users. Quantitative Economics and Management Studies (QEMS), 1(1), 44–50.
Anzie, L. P., & Arifin, Z. (2017). Pengaruh Kualitas Layanan Terhadap Citra Perusahaan, Kepuasan dan Loyalitas Pelanggan (Studi pada Nasabah Pengguna Produk Tabungan BCA di wilayah Rungkut Mapan, Surabaya). Jurnal UB.
Ashraf, S., Ilyas, R., Imtiaz, M., & Ahmad, S. (2018). Impact of Service Quality, Corporate Image and Perceived Value on Brand Loyalty with Presence and Absence of Customer Satisfaction: A Study of four Service Sectors of Pakistan. International Journal of Academic Research in Business and Social Sciences, 8(2), 452–474.
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
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Cipto, H., & Erdiansyah, R. (2020). The Effect of Sales Promotion, Service Quality, Perceived Value on Repurchase (Case Study of Original Levis Store in Jakarta). Advances in Social Science, Education and Humanities Research, 478.
Cooper, D. R., & Schindler, P. S. (2014). Business Research Methods (12th ed.). McGraw-Hill.
Darmawan, D., Mardikaningsih, R., & Hadi, S. (2017). The Effect of Service Quality, Customer Satisfaction and Corporate Image on Customer Loyalty in the banking sector in Indonesia. IOSR Journal of Business and Management (IOSR-JBM), 19(11), 46–51.
Desfiandi, A., Fionita, I., & Ali, H. (2017). Implementation of the information systems and the creative economy for the competitive advantages on tourism in the province of Lampung. International Journal of Economic Research.
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.
Elbeltagi, I., & Agag, G. (2016). E-retailing Ethics and Its Impact On Customer Satisfaction and Repurchase Intention. Internet Research, 26(1), 288–310.
Fida, B. A., Ahmed, U., Al-Balushi, Y., & Singh, D. (2020). Impact of Service Quality on Customer Loyalty and Customer Satisfaction in Islamic Banks in the Sultanate of Oman. SAGE Open.
Fiona, D. R., & Hidayat, W. (2020). Pengaruh Promosi Penjualan dan E-Service Quality terhadap Minat Beli Ulang Melalui Kepuasan Pelanggan (Studi pada pelanggan Gopay di Jabodetabek). Jurnal Ilmu Administrasi Bisnis, 9(1), 333–341.
Hairiyah, S., & Ali, H. (2017). Customer Decision Analysis in Taking Multipurpose Loan?: Promotions , Locations and Credit Procedures ( A Case of the Bank " PQR Jakarta "). Saudi Journal of Business and Management Studies. https://doi.org/10.21276/sjbms.2017.2.3.6
Hasman, H. C. P., Ginting, P., & Rini, E. S. (2019). The Influence of E-Service Quality on E-Satisfaction and Its Impact on Repurchase Intention in Using E-Commerce Applications on Students of Universitas Sumatera Utara. International Journal of Research & Review, 6(10), 299–307.
Hendar, S. K., & Rhemananda, H. (2021). Online Customers Satisfaction on Repurchase Intention: Role of Mobile Shopping Perceived Customer. Springer Nature Switzerland AG.
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
Kadir, A., Ridjal, S., & Sjahruddin, H. (2020). Personal Selling, Sales Promotion, and Intention Revisit: The Mediating Role of Reputation. EJBMR, European Journal of Business and Management Research, 5(6), 1–6.
Kotler, P., & Armstrong, G. (2014). Principle Of Marketing (15th ed.). Pearson Prentice Hall.
Kotler, P., & Keller, K. L. (2016). Marketing Management (15th ed.). Global Edition Pearson Education Inc.
Kurniawati, N. S. E., & Puniawan, I. M. E. (2017). Pengaruh Kepuasan Konsumen terhadap Keputusan Berbelanja Online Kembali. Prosiding Seminar Nasional Hasil Penelitian.
Kusdibyo, L., & Februadi, A. (2019). The Effect of Electronic Service Quality on Customers Satisfaction and Loyalty in Online Shopping. IOP Conf. Series: Materials Science and Engineering, 662(2019), 022036.
Lestari, V. T., & Ellyawati, J. (2019). Effect of E-Service Quality on Repurchase Intention: Testing the Role of E-Satisfaction as Mediator Variable. International Journal of Innovative Technology and Exploring Engineering (IJITEE), 8(7C2), 158–162.
Limakrisna, N., & Ali, H. (2016). Model of Customer Satisfaction: Empirical Study At Fast Food Restaurants in Bandung. International Journal of Business and Commerce.
Lupiyoadi, R. (2014). Manajemen Pemasaran Jasa (3rd ed.). Salemba Empat.
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
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.
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.
Mbango, P. (2018). Examining the Effects of Customer Satisfaction On Commitment and Repurchase Intentions of Branded Products. Cogent Social Sciences, 4, 1521056.
Mudiantono, & Andhike, D. (2019). Factors Influencing Customer’s Repurchase Intention of Go-Jek in Semarang, Indonesia. INOBIS: Jurnal Inovasi Bisnis Dan Manajemen Indonesia, 2(4), 458–472.
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
Paul, P. J., & Olson, J. C. (2014). Consumer Behaviour: Perilaku Konsumen dan Strategi Pemasaran. Erlangga.
Prabowo, A. J., & Sitio, A. (2020). The Impact of Brand Image, Sales Promotion, Service Quality Towards Customer Satisfaction And Its Implications On Customer Loyalty At X Department Store Kota Kasablanka Jakarta. Dinasti International Journal of Education Management and Social Science, 2(2), 267–278.
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.
Richardo, Hussin, M., Bin Norman, M. H., & Ali, H. (2020). A student loyalty model: Promotion, products, and registration decision analysis-Case study of griya english fun learning at the tutoring institute in wonosobo central Java. International Journal of Innovation, Creativity and Change.
Riyanto, S., Adila, L., & Ali, H. (2017). The Effect of Incentives And Job Enthusiasm To Productivity of Go-Jek Driver At PT . Go-Jek Indonesia. Journal of Research in Business and Management.
Rizan, M., Bakar, K. A., & Saidani, B. (2015). The Relationship Between Customer Satisfaction And Security Toward Trust And Its Impact On Repurchase Intention (Survey On Customer Of Elevenia Online Website). Jurnal Riset Manajemen Sains Indonesia (JRMSI), 6(2), 599–617.
Roushdy, A. S., & Ali, G. (2017). The Impact of Customers Engagement on Repurchase Intention: A Mediating Role of Customers Satisfaction: The Case of Takaful Insurance Industry. Scientific Journal for Economic & Commerce, 47(3), 569–602.
San, N. E. E., & Aryupong, M. (2020). Effects of Sales Promotional Tools on Product Quality, Brand Image, and Customer Satisfaction The Application of Inverted U-Shaped Theory. Business Review Journal, 12(1), 84–103.
San, W. H., Von, W. Y., & Qureshi, M. I. (2020). Impact of E-Service Quality On Customer Satisfaction In Malaysia. Journal of Marketing and Information Systems, 3(1), 46–62.
Sanam, Y., & Sartien K., M. (2019). The Effect of Sales Promotion and Product Quality on Repurchase Intention at Restaurant of Brottus Fried Chicken Kupang. ICESC 2019.
Sari, D. A. T., & Giantari, I. G. A. K. (2020). Role of Consumer Satisfaction in Mediating Effect of Product Quality on Repurchase Intention. International Research Journal of Management, IT & Social Sciences, 7(1), 217–226.
Schiffman, L. G., & Kanuk, L. L. (2013). Consumer Behavior (8th ed.). Prentice-Hall.
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
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
Sohaib, M., Rehman, M. A. U., & Akram, U. (2016). Underlying Effect of Customer Satisfaction on Repurchase Intentions: Mediating role of Trust and Commitment. European Journal of Business and Management, 8(10).
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2022-03-19
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hasyim, U. . (2022). MODEL MINAT PENGGUNAAN KEMBALI MELALUI KEPUASAN PELANGGAN: PROMOSI CASHBACK DAN E-SERVICE QUALITY (LITERATURE REVIEW MANAJEMEN PEMASARAN). JURNAL MANAJEMEN PENDIDIKAN DAN ILMU SOSIAL, 3(1), 385–402. https://doi.org/10.38035/jmpis.v3i1.884
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