MEMBANGUN LOYALITAS PELANGGAN : STUDI TERHADAP KUALITAS LAYANAN, HARGA, DAN KEPUASAN DI PT. J & T EKSPRESS BANGKINANG
Main Article Content
Abstract
Abstract This study aims to determine the effect of service quality, price and customer satisfaction simultaneously and partially on customer loyalty (survey at PT. J&T Ekspress Bangkinang Branch). The sampling technique used is by using simple random sampling method, which means taking samples from members of the population randomly without regard to strata. So to determine the sample, the Slovin formula is used with a total sample of 100 customers. Data analysis technique using multiple linear regression models. The results of hypothesis testing simultaneously and partially show that the variables of service quality, price and customer satisfaction have a significant effect on customer loyalty at PT. J&T Express Bangkinang Branch. The closeness of the relationship between the variables of Service Quality, Price and Customer Satisfaction with Loyalty at PT. J&T Express Bangkinang Branch of 88.1% with a high contribution level, while the remaining 11.9% is influenced by other variables.
Keywords Customer Loyalty, Customer Quality, Price dam Consumer Satisfaction
Article Details
References
Afandi, P. (2018). Manajemen Sumber Daya Manusia (Teori, Konsep dan Indikator). Riau: Zanafa Publishing.
Amirullah. 2015. Pengantar Manajemen. Jakarta: Mitra Wacana Media
Alma, Buchari. 2017, Manajemen Pemasaran dan Pemasaran Jasa. Bandung: Alfabeta
Ali Hasan. (2014). Marketing dan Kasus-Kasus Pilihan. CAPS. Yogyakarta.
Assauri, S. (2018). Manajemen Pemasaran (Dasar, Konsep & Strategi). Depok: PT Raja Grafindo Persada.
Basu Swasta.2016. Manajemen Pemasaran Modern,Liberty,Yogyakarta
Danang Sunyoto. 2015. Strategi Pemasaran. Yogyakarta : Center for Academic Publishing Service (CAPS)
Cahyani S, Ratna dan Ernawati dan Edi Wibowo, 2013. pengaruh citra solo paragon mall terhadap loyalitas konsumen dengan kepuasan sebagai variabel mediasi. Volume XXV No. 2 Februari Tahun 201.
Fandi, Tjiptono. 2014. Service, Quality & Satisfaction. Edisi 3. Yogyakarta: Penerbit Andi
Fandy, Tjiptono. 2016. Service, Quality & satisfaction. Yogyakarta. Andi.
Feriyanto, Andri dan Shyta, Endang Triana. 2015. Pengantar Manajemen (3 in 1). Kebumen: Mediatera
Ghozali, Imam. 2013. Aplikasi Analisis Multivariate dengan Program IBM SPSS 21 Update PLS Regresi. Semarang: Badan Penerbit Universitas Diponegoro.
Hasibuan, Malayu. (2016). Manajemen Sumber Daya Manusia. Jakarta: Penerbit Bumi Aksara
Indrasari, Meithiana. 2019. Pemasaran dan Kepuasan Pelanggan. Surabaya: Unitomo Press
Kotler, P. and Keller, K.L. 2016. Marketing Management, 15th Edition New Jersey: Pearson Pretice Hall, Inc
Kotler, Philip and Lane Keller. 2017. Marketing Manajement, 15th Edition New Jersey: Pearson Pretice Hall, Inc
Kotler, Philip dan Gary Armstrong. 2016. Dasar-Dasar Pemasaran. Jilid 1. Edisi Ke 9. Jakarta: Erlangga.
Lupioyadi. 2016. Manajemen Pemasaran Jasa Berbasis Kompetensi, Penerbit Salemba Empat, Jakarta
Oliver, Richard L. 1997, Satisfaction; A. Behaioral Perspective on The Consumer, McGraw-Hill; New York.
Pertiwi, P. J., Tommy, P., & Tumiwa, J. R. (2016). Pengaruh Kebijakan Hutang, Keputusan Investasi dan Profitabilitas Terhadap Nilai Perusahaan Food and Beverage Yang Terdaftar Di Bursa Efek Indonesia.Jurnal EMBA , Vol.4 No.1, 1369-1380
Putri, L. T., Setiawan, A., Salis, M., & Irham, I. (2024). ANALISIS VARIASI PRODUK DAN KUALITAS PELAYANAN DAMPAKNYA TERHADAP LOYALITAS PELANGGAN PADA CAFE RUMAH MAJOPI BANGKINANG. Ensiklopedia of Journal, 6(2), 116-125.
Putri, L. T., Setiawan, A., Putri, D. L., & Salis, M. (2023). Marketing Management.
Putri, L. T., Diantara, L., & Yogi, F. (2023). Direct Marketing Dan Price Pengaruhnya Terhadap Keputusan Pembelian Mitsubishi L 300 Pada PT. Suka Fajar Ltd Cabang Bangkinang Kota. Jurnal Daya Saing, 9(3), 746-754.
Putri, L. T., Diantara, L., & Pauwalisma, R. (2024). Store Atmosphere Dan Experiential Marketing Pengaruhnya Terhadap Minat Beli Ulang Konsumen Pada Rotte Bakery Bangkinang. Manajemen Ekonomi Akuntansi Bisnis Digital dan KewirausAhaan (MEKANISDA), 2(1), 96-102.
Rahma Wahdiniwaty., Eko Budi, S., Deden A. Wahab. 2018. Implementation of Recommendation Model for Determining the Marketing Area Location of Creative Industry Products. International Conference on Business, Economic, Social Sciences and Humanities (ICOBEST 2018). Advances in
Safari, S., Chandra, L., Hafni, L., & Putri, L. T. (2023). ANALYSIS OF COMPENSATION, ORGANIZATIONAL CULTURE, WORK MOTIVATION, AND JOB TRAINING ON EMPLOYEE PERFORMANCE IN PLANTATION COMPANIES IN RIAU. Procuratio: Jurnal Ilmiah Manajemen, 11(4), 424-434.
Sugiyono (2015). Metode Penelitian Kombinasi (Mix Methods). Bandung: Alfabeta
Sugiyono. (2016). Metode Penelitian Kuantitatif, Kualitatif dan R&D. Bandung: PT Alfabet.
.