Pengaruh Performance Quality, Reputasi Merek Dan Kepuasan Pelanggan Terhadap Loyalitas Merek

Arif Fakhrudin

Abstract


Generally, the aims of a company are to survive and to earn provits. The profits ave earned when the customers use the products or the service offered by the company. This study aims at analyzing the factors which influence the customers loyalty using the Jogja Trans 8 transportation service. The variables involve performance quality (X1), brand reputation (X2), customers satisfaction (X3). The varibles were tested using spss 11.5. The result show that performance quality was not significanttly correlated to brand loyalty (0,210), and brand
reputation was not significantly corelated to brand loyalty (0,168), and then customers satisfaction significantly correlated to brand loyalty (0,01)


Keywords


performance quality, brand reputation, customers satisfaction, brand loyalty

Full Text:

PDF

References


Anderssen, T.W (1994), “Satisfaction, Loyalty and Reputation as Indicators of Customer Orientation in the Public Sector” International Journal of Public Sector Management,Vol. 7, No.2, pp.16-34.

Azwar, S. (1997), Realibilitas dan Validitas, Yogyakarta: Sigma

Chen, A.C-H (2001), “Using Free Association to Examine the Relationship Between The Characteristics of Brand Association and Brand Equity“ Journal of Product and Brand Management, Vol. 10, No.7, pp.439-451.

Dharmmesta, B.S (1999), “Loyalitas Pelanggan: Sebuah Kajian Konseptual Sebagai Panduan Bagi Peneliti, “Jurnal Ekonomi dan Bisnis Indonesia, Vol. 14, No. 3 hal. 73-88.

Herizon dan W. Maylina (2003), “Faktor-faktor yang Mempengaruhi Kesetiaan terhadap Merek pada Konsumen Pasta Gigi Pepsodent di Surabaya,” Ventura, Vol. 6 No. 1, April, hal.98-115.

Fatmawati, I. (2004), Citra Rumah Sakit, Kepuasan dan Loyalitas Pelanggan, Utilitas, Vol 12 No 2 (Juli), h. 23-34.

Kandampully, J and D. Suhartanto (2000), “Customer Loyalty in The Hotel Industry: The Role of Customer Satisfaction and Image“Journal of Contemporary Hospitality Management, 12/6, pp. 346 – 351.

Kotler, Philip (2000), “Marketing Management”, Milenium Editions, Prentice Hall Inc.

Kotler, Philip and Amstrong, G., (2000), Principles of Marketing, Seventh Edition, Prentice Hall Inc., Englewood-Cliffs, New Jersey.

Kuncoro, M. (2003), Metode Riset Untuk Bisnis & Ekonomi: Bagaimana Meneliti & Menulis Tesis, Jakarta: Erlangga. 560

Ostrowsky P.L., T.V. O’Brien and G.L. Gordon (1993) “Service Quality and Customer Loyalty in the Commercial Airline Industry“Journal of Travel Research, Fall, pp. 16-24.

Selnes, F. (1993), “An Examination of the Effect of Product Performance on Brand Reputation, Satisfaction and Loyalty” Journal of Marketing, Vol. 27 No. 9, pp 19-35.

Sugandini, D (2002), Antesedan Loyalitas pelanggan Pada Industri Perhotelan Studi pada Hotel Berbintang di Daerah DIY, Tesis Magister Sains Fakultas Ekonomi Universitas Gadjah Mada (Tidak dipublikasikan).

Suhartanto, D (2001), “Kepuasan Pelanggan: Pengaruhnya Terhadap Perilaku Konsumen di Industri Perhotelan” Usahawan, No.7 Th. XXX (Juli), hal. 42-47.

Suhartanto, D dan A. Nurlaila (2001), “Citra Supermarket: Pengaruhnya Tehadap Perilaku Konsumen “Kajian Bisnis, No. 23 (Mei – Agustus), pp. 27 –36.

Tjahjono, H.K. 2015. Metode Penelitian Bisnis. VSM MM UMY.


Refbacks

  • There are currently no refbacks.


Copyright (c) 2018 Jurnal Manajemen Bisnis




Office: 

Ruang Jurnal Manajemen Bisnis, 
Gedung Ki Bagus Hadikusuma (E4) Lantai 2, Kampus Terpadu Universitas Muhammadiyah Yogyakarta,
Jalan Brawijaya (Lingkar Selatan), Tamantirto, Kasihan, Bantul, Daerah Istimewa Yogyakarta, Indonesia, 55183
Website: journal.umy.ac.id/index.php/mb - E-mail: mabis@umy.ac.id
Phone: +62 274 387 656 (ext: 118)

Jurnal Manajemen Bisnis is licensed under Creative Commons Attribution-ShareAlike 4.0 International (CC BY-SA 4.0)