Effect Service Quality and Customers Satisfactions on Customers Loyalty in The Fantasy Word

Author(s)

Download Full PDF Pages: 01-09 | Views: 961 | Downloads: 322 | DOI: 10.5281/zenodo.3491461

Volume 8 - March 2019 (03)

Abstract

The study aims to examine the effect of service quality and customer satisfaction on customer loyalty in Dunia Fantasi using quantitative, multiple linear regression. The result of this research there was influence between service quality to customer loyalty. There is influence between customer satisfaction to customer loyalty. Simultaneously quality of service and customer satisfaction to customer loyalty have positive and significant, resulted in the correlation value of 0.885 or (88.5%) with regression equation Y = 2.418 + 0.565X1 + 0.500X2 remaining another factor of 11.5% namely price, promotion, location, and others.

Keywords

Service Quality, Satisfaction, Customer Loyalty

References

i. A.B. Susantodan H. Wijanarko. 2004. Power Branding: Building a Legendary Brand, Jakarta: MizanPustaka.

ii. Arafat, Wilson. 2006. Management Bank Indonesia – Theory and Implementation. Jakarta: LP3ES.

iii. Bilson Simamora. 2003. Winning Market With Effective & Profitable Marketing, Jakarta: Gramedia Pustaka Utama.

iv. Duwi Priyanto. 2008. Mandiri Learning SPSS, Yogyakarta: Mediakom,.

v. Durianto, Darmadi and Sugiarto and Tony Sitinjak. 2001. The Strategy of Conquering the Market through the Research of Equity and Behavior of Brands, Jakarta: Gramedia.

vi. Durianto, Darmadi, et al. 2004. Strategy Conquering Market, Jakarta: Gramedia Pustaka Utama,

vii. Evelina, Nela. Handoyo DW, and Sari Listyorini. 2012. The Influence of Brand Image, Product Quality, Price, and Promotion on Purchase of Flexi Telkom Prime Card. Diponegoro Journal of Social and Politic. P. 1-11.

viii. Fandy Tjiptono, 2005. Marketing Services. Malang: BayumediaPublising.

ix. Freddy Rangkuti. 2004. Inventory Management. Jakarta: Raja Grafindo Persada.

x. Gerald, Zaltman & Mellaine Wallendorf. 1979. The Uncertain Relevance of Newwness: Organizational Learning and Knowledge Flows. California. Primary Scientics.

xi. Goetsch, David. L, StaanleyB.Davis. 2002. Quality Management, Introduction to Total Quality Management for Production, processing, and services, New Jersey: Prentice Hall.

xii. Hendri Sukotjo dan Sumanto Radix A. 2010. Marketing Mix-7P Analysis (Product, Price, Promotion, Place, Participant, Process, and Physical Evidence) Against Purchasing Decision of Beauty Clinic ProductsTeta in Surabaya. Journal of Economic Partners and Business Management. (1) 2. 216-228.

xiii. Howard, John A. 1989. Consumer Behavior in Marketing Strategy, Englewood Cliffs, Nj, Prentice-Hall, Inc.

xiv. Ibrahim Nasir M. 2007. Analyze the influence of advertising media on decision making to buy drinking water in the packaging of Aqua brand in Palembang City society, Journal of Management and Business of Sriwijaya, Vol 5, No.9, June: 2232-6543.

xv. Setiadi J Nugroho. 2003. Consumer Behavior Concepts and Implications for Strategy and Marketing Research. Jakarta: Kencana.

xvi. Jay Kandam pully & Dwi Suhartanto. 2000. Customer Loyaltyin The Hotel Industry: The Role Of Customer Satisfaction And Image. International Journal of contemporary Hospitality Managemnt.

xvii. Kotler, Philip. 1995. Marketing Management. Jakarta. Publisher Erlangga

xviii. Kotler, Philip and Kevin Lane Keller. 2006. Marketing Management, Pearson Education Inc.

xix. Kotler, Armstrong .2008. Marketing Principles 2. Twelfth Edition. Jakarta; erland.

xx. Kotler, Philip & Kevin Lane Keller, 2009. Marketing Management, Third Edition, Volume 2, Jakarta: Gelora Aksara Pratama,

xxi. Kotler, Philip; Armstrong, Garry. 2008. Principles Marketing, Volume 1, Jakarta: Erland.

xxii. Kerlinger, F. D., and Lee, H. B. 2000. Foundation of Behavioral Research. USA: Harcourt College.

xxiii. Malhotra, Naresh K. 2010. Marketing Research an Applied Orientation. New Jersey: Pearson

xxiv. Marconi, J. 1994. Beyond Branding. Malaysia: Prentice Hall.

xxv. Peter, J., Paul and Donelly, H., James. 2007. Consumer Behavior and Marketing Strategy, Volume VII, Jakarta: Erlangga.

xxvi. Schiffman & Kanuk. 2007. Consumer Behavior, converted bahasakan by Zulkifli Kasip, Edition Seven, Publisher PT. Indexs.

xxvii. Paul Temporal & KC. Lee 2002. Hi-Tech Hi-Touch Branding. Anastasia Translation. Jakarta: Salemba Four.

xxviii. Purwati, HeriSetiawan, Rohmawati. 2012. Influence of Price and Quality of Product to Purchase of Honda Matic Beat Motor (Case Study at PT Nusantara Solar Sakti), Journal of Economics and Accounting Information (Genius), Vol.2 No. September 3.

xxix. Rusmari, Gusty and Devyn Nata. 2012. The Influence of Marketing Mix Against Purchase Decision in buying Curcuma Emultion supplement in Banjarmasi. Journal of Management and Accounting, vol.13, no. 1

xxx. Santoso, Singgih, Tjiptono, Fandy. 2001. Marketing Research Concepts and Applications with SPSS, Publisher PT. Elex Media Komputindo, Jakarta.

xxxi. Schiffman, L. G. & Kanuk, L.L. 2000. Cunsumer Behavior. 7th Edition. New Jersey: Prentice Hall.

xxxii. Soehadi, Agus W. 2005. Effective Branding: The Concept and Application of Healthy and Strong Brand Development. Bandung: Quantum Business and Management.

xxxiii. Sugiyono. 2007. Educational Research Methods Quantitative Approach, Qualitative, and R & D. Bandung: AlFABETA

xxxiv. Sugiyono. 2008. Qualitative and Kunititative Research Methods R & D. Bandung Alfabeta.

xxxv. Sugiyono. 2009. Quantitative and Qualitative Research Methods. Bandung: Alfabeta:.

xxxvi. Sunyoto, Danang. 2013. Consumer Behavior, Yogyakarta: CAPS (Center of Academy Publishing Service),.

xxxvii. Sutisna. 2003. Consumer Behavior & Marketing Communication, Third Printing, Bandung: PT Teenagers Post dakarya.

xxxviii. Tjiptono, Fandy. 2002, Marketing Strategy, Second Edition, Andi Offset Publisher, Yogyakarta

xxxix. Tjiptono, Fandy and Gregory Chandra. 2005. Service, Quality and Satisfaction. Yogyakarta: Andi

xl. Umi Narimawati. 2010. Scientific Writing. Bekasi: Publisher Ganesis

xli. Vranesevic, Tihomir, and Ranko Stancec. 2003. The Effects of the Brand on Perceived Quality of Food Products. British Food Journal. Vol. 105, No. 11

xlii. Winardi. 1991. Introduction to Marketing Research, Bandung: Mandar Maju

Cite this Article:

Ayi Wahid, Effect Service Quality and Customers Satisfactions on Customers Loyalty in The Fantasy Word, International Journal of Management Sciences and Business Research 03(2019):01-09 DOI: 10.5281/zenodo.3491461