PENGARUH HARAPAN, KEPUASAN DAN SARANA FISIK TERHADAP LOYALITAS PELANGGAN (Studi kasus pada Usaha Jasa Warnet di Kudus)

Ratna Yulia Wijayanti, Irsad Andriyanto

Abstract


This study aimed to examine the effect of variable expectations,
satisfaction, and physical facilities on consumer loyalty in the cafe business services both partial and multiple. The independent variables in this study is the expectation, satisfaction, and physical facilities as well as the dependent
variable is customer loyalty. Samples taken as many as 83 people with the sampling technique used was accidental sampling, data collection through interviews and questionnaire as well as documentation. As for processing the data using coding, editing and tabulatig and analysis using regression with t test and F-test using SPSS in data processing. By using the above analysis obtained by the research findings that the results of multiple linear regression analysis showed that expectations, satisfaction, and physical facilities partially have a
significant influence on customer loyalty. While jointly variable expectations, satisfaction, and physical facilities have a significant effect on customer loyalty by 87.2% ,. The implications, limitations and suggestions for future research are
also discussed in this article.

Keywords


hope, satisfaction, physical facilities, loyalty

Full Text:

PDF

References


Algifari. 2000. Analisis Regresi Teori. Kasus dan Solusi Edisi 2.BPFE: Yogyakarta.

Budi, Purbayu, Santoso, dan Ashari. 2005. Analisis Statistikdengan Microsoft Excel dan SPSS. ANDI, Jogjakarta.

Basar, Adhy dan Ismady Ihsan. 2009. Kondisi Perbankan 2009 dan Prospek 2010” Economic Review, No. 218, Diakses tanggal 10 Juni 2010 dari berita Ekonomi.

Basu, Swastha, & Irawan. 2001. Manajemen Pemasaran

Modern. Liberty. Yogyakarta.

Chan, Syafruddin. 2003. Relationship Management. Gramedia Pustaka Utama. Jakarta.

Dharmayanti. 2006. Analisis Dampak Servie performance dan kepuasan sebagai Moderating Variabel terhadap Loyalitas. Faculty of Economic, Petra Christian University

Dharmmesta, Basu Swastha. 2009. Loyalitas Pelanggan:Sebuah Kajian Konseptual Sebagai Panduan Bagi Peneliti.” Jurnal Ekonomi dan Bisnis Indonesia, Vol.14, No 3

Dinar Ika Pratiwi. 2010. Analisis Pengaruh Harapan Pelanggan, Kualitas Produk, Kepuasan Pelanggan Terhadap Loyalitas Pelanggan Internet Flash Unlimited Di Semarang. UNDIP. Semarang.

Fandy Tjiptono. 2006. Strategi Pemasaran. Edisi Kedua.

Cetakan Keenam. Penerbit. Andy. Yogyakarta.

Ferdinand. 2006. Metode Penelitian Manajemen :Pedoman Penelitian untuk Penulisn Skripsi. Tesis, dan Disertasi, BP:Undip: Semarang.

Frizsimmons, James A, and Mona J. Fritzsimmons. 1994. Service Management for Competitive Advantage, McGrraw- Hill, Inc. New York.

Ghozali, Imam. 2006. Analisis Multivariate Lanjutan dengan Program SPSS, BP. UNDIP, Semarang.

Griffin, Jill 2005. Customer Loyalty : menumbuhkan dan

Mempertahankan Kesetiaan Pelanggan, Alih Bahasa : Dwi Kartini Yahya, dkk Erlangga, Jakarta.

Husein, Umar. 2005. Riset Pemasaran & Perilaku Konsumen, Gramedia Pustaka Utama, Jakarta.

Kandampully & Suhartanto. 2000. D, Customer Loyalty in the Hotel Industry : the Role of Customer Satisfaction and Image International Journal of Contemporary Hostpitality Management, 12

Kotler, Philip. 2001. Marketing. Erlangga. Jakarta.

Lupiyoadi, Rambat. 2001. Manajemen Pemasaran Jasa. Edisi 1.Salemba Empat. Jakarta.

Peter, Paul dan Jerry. C. Olson. 2000. Consumer Behaviour.Edisi 4 (terjemahan). Erlangga. Jakarta.

Rangkuti, Freddy. 2006. Mersuring Customer Satisfaction,Gramedia, Jakarta.

Rambat Lupiyoadi. 2004. Manajemen Pemasaran Jasa. SalembaEmpat. Jakarta.

Sri, Mulyani. 2003. Dampak Kualitas Jasa Pelayanan

Terhadap Perilaku Konsumen. Jurnal Gemawisata Vol. II

No. 1, 2003.

Suharsimi Arikunto. 2001. Prosedur Penelitian. Rineka Cipta.Yogyakarta Supranto. Metode Penelitian. Erlangga.Jakarta.

Tjiptono, Fandy and Gregorius Chandra. 2005. Service, Quality,Satisfaction. Penerbit ANDI. Yogyakarta.

Ujang Sumarwan. 2003. Perilaku Konsumen: Teori dan

Penerapannya dalam Pemasaran (Consumer Behaviour:

Theory and Application in Marketing).

Valerie. A Zeithaml. 2003. Service Marketing. McGraw HillCompanies Inc., New York.

Wijaya, Serly dan Thio, Sienny. 2006. Implementasi

Membership Card dan Pengaruhnya dalam Meningkatkan Loyalitas Pengunjung Restoran di Surabaya. Fakultas Ekonomi Universitas Kristen Petra.




DOI: http://dx.doi.org/10.21043/bisnis.v4i2.2689

Refbacks

  • There are currently no refbacks.


Copyright (c) 2017 BISNIS : Jurnal Bisnis dan Manajemen Islam

Creative Commons License
This work is licensed under a Creative Commons Attribution-NonCommercial-NoDerivatives 4.0 International License.