Pengaruh Service Quality, Relationship Marketing, Customer Experience terhadap Customer Satisfaction
(Study pada Pengguna Jasa Wifi Cv. Network Maha Jaya di Desa Bakalan Purwosari)
DOI:
https://doi.org/10.61132/lokawati.v1i6.353Keywords:
service quality, relationship marketing, customer experience, customer satisfactionAbstract
In the era of globalization, business competition is getting tighter cause marketing activities and management of a company are encouraged to follow the development in order to maintain the continuity of the company. CV. Network Maha Jaya to do relationship marketing to satisfy and establish good relationships with customers. Good relationship marketing efforts can assist companies in understanding the wants and needs so that the company can satisfy and build loyalty of the customers to always be loyal to the company within the period ahead. This study aims to analyze the influence of relationship marketing on customer satisfaction and customer loyalty Kompas newspaper in Surabaya. This study used a descriptive quantitative research methods and data collection techniques by sampling from questionnaires.
Downloads
References
Abid. (2020). Pengaruh E-Security dan E-Service Quality terhadap minat beli ulang Dengan E-Satisfaction sebagai variabel intervening pada konsumen E-Commerce Lazada di Fisip Undip. Jurnal Ilmu Administrasi Bisnis, 9(1), 93–100. https://doi.org/10.14710/jiab.2020.26227
Adekunle. (2018). Modelling repurchase intention among smartphones users in Nigeria. Journal of Modelling in Management, 13(4), 794–814. https://doi.org/10.1108/JM2-12-2017-0138
Aditia & Yuliati. (2019). Pengaruh Kualitas Pelayanan dan Promosi Penjualan Upnormal Cabang Buah Batu Bandung the Effect of Quality Service and Sales Promotion on Repurchase Intention of Warunk Upnormal Branch Buah Batu Bandung Customer. E-Proceeding of Management, 6(1), 1185–1191.
Aldo. (2018). Pengaruh e-service quality terhadap minat beli ulang. Journal of Controlled Release, 11(2), 430–439.
Alvian. (2022). Pengaruh Keragaman Produk dan Promosi Penjualan Terhadap Minat beli ulang di Toko Online Lazada dengan Kepuasan Konsumen Sebagai Variabel Intervening. Diponegoro Journal of Management, 11(2), 1–15. https://ejournal3.undip.ac.id/index.php/djom/index
Ananda & Sudrajat. (2021). Pengaruh ulasan produk dan layanan purna jual terhadap Minat beli ulang Smartphone Xiaomi Redmi Note 11 (Survei pada Komunitas Pengguna Smartphone Xiaomi Redmi Note 11). Jurnal Ilmiah Wahana Pendidikan, 3(2), 81–91.
Aningtyas & Supriyono. (2022). Pengaruh Kepercayaan, Persepsi Harga, dan Ulasan Produk Terhadap Minat Beli Ulang Produk Zoya di Outlet Kediri. Jurnal Ilmiah Universitas Batanghari Jambi, 22(3), 1592. https://doi.org/10.33087/jiubj.v22i3.2588
Atma. (2021). Pengaruh Online Customer Review, Word of Mouth, and Price Consciousness terhadap Minat beli Di Shopee. Publik: Jurnal Manajemen Sumber Daya Manusia, Administrasi Dan Pelayanan Publik, 9(3), 435–448. https://doi.org/10.37606/publik.v9i3.345
Bangsa. (2019). Tren Bisnis Kopi dan Perkembangannya. https://gobiz.co.id/pusat-pengetahuan/tren-bisnis-kopi/%5C
Damayanti. (2019). Pengaruh online customer review and rating, e-service quality dan price terhadap minat beli pada online marketplace shopee.
Dzulqarnain. (2019). Pengaruh fitur Online customer review terhadap keputusan pembelian produk pada Marketplace Shopee. https://onesearch.id/Record/IOS3316.123456789-93165/Details
Ekaprana. (2020). Pengaruh perilaku Konsumen, Kualitas Layanan dan Citra Merek terhadap Niat pembelian ulang. E-Jurnal Manajemen Universitas Udayana, 9(8), 2895. https://doi.org/10.24843/ejmunud.2020.v09.i08.p01
Fatihuddin. (2019). Fatihuddin. (2019). Pemasaran jasa dan Perilaku konsumen Pemasaran jasa dan Perilaku konsumen. https://www.researchgate.net/publication/329178361_Globalisasi_Pemasaran_Marketing_Globalization
Febrilla & Ponirin. (2022). Pengaruh Kepercayaan dan Promosi Penjualan terhadap Minat Beli Ulang Konsumen Shopee Palu. Jurnal Ilmu Manajemen Universitas Tadulako, 8(1), 56–062.
Fibriyanti, N. A., & Hukama, L. D. (2021). Niat beli ulang mahasiswa terhadap kopi berkonsep coffee-to-go shop. Jurnal Manajemen Maranatha, 20(2), 185–196. https://doi.org/10.28932/jmm.v20i2.3574
Finance, D. (2019). Hasil Riset: Kedai Kopi di RI Bertambah 2.000 dalam 3 Tahun. https://finance.detik.com/berita-ekonomi-bisnis/d-4826275/hasil-riset-kedai-kopi-di-ri-bertambah-2000-dalam-3-tahun
Fransiscus et al. (2022). Online consumer reviewss and product ratingss influence the repurchase intention of Scarlet Whitening. 29(2), 51–60.
Ghozali. (2018). Analisis multivariate dengan program IBM SPSS 25. Universitas Diponegoro , 2018. https://onesearch.id/Record/IOS2851.slims-19545
Goenawan. (2021). Perilaku konsumen masyarakat Surabaya dalam pembelian pakaian. 11(1), 18–25. https://doi.org/10.9744/scriptura.11.1.18-25
Harfaina. (2018). Pengaruh Promosi Penjualan, Experiential Marketing, Kualitas Produk dan Kualitas Pelayanan terhadap Minat beli ulang (Studi Kasus Pada Restoran Ayam Geprek SA ’ I Yogyakarta). Jurnal Fakultas Ekonomi, 3, 581–591.
Harman. (2017). Manajemen Pemasaran Teori dan aplikasi Pemasaran Era Tradisional Sampai Era Modernisasi Global. https://openlibrary.telkomuniversity.ac.id/pustaka/123915/manajemen-pemasaran-teori-dan-aplikasi-pemasaran-era-tradisional-sampai-era-modernisasi-global.html
Haryani. (2019). Pengaruh Periklanan dan Promosi Penjualan terhadap Keputusan Pembelian pada Perumahan Griya Puspandari Asri Tanjungpinang. Jurnal Dimensi, 8(1), 54–70. https://doi.org/10.33373/dms.v8i1.1827
Hasan. (2018). Jurnal Indovisi; Pengaruh Citra Merek, Kualitas Produk dan harga Terhadap Minat Beli Ulanng Pakaian. http://journal.dosenindonesia.org
Herdiana (2019). Perilaku Konsumen terhadap niat beli ulang. http://repo.darmajaya.ac.id/2447/5/BAB II.pdf
Herlyana. (2017). Fenomena Coffee Shop Sebagai Gejala Gaya Hidup Baru Kaum Muda. ThaqÃfiyyÃT, 13(1), 188–204.
Hermawan. (2021). The Effect of Store Atmosphere, Promotion, and Retail Service on Customer Satisfaction and Repurchase Intention. European Journal of Business and Management, 13(8), 160–169. https://doi.org/10.7176/ejbm/13-8-14
Ichsan. (2018). Pengaruh Online Customer Rating and Review terhadap Minat beli ulang konsumen pada marketplace Tokopedia di wilayah DKI Jakarta Effect of Consumer Online Rating and Review to Buying.
Izzatul. (2021). Pengaruh Online Consumer Review dan Rating terhadap Minat beli Produk Kesehatan pada E-Marketplace Shopee Selama Masa Pandemi COVID-19. INOBIS: Jurnal Inovasi Bisnis Dan Manajemen Indonesia, 4(4), 558–572. https://doi.org/10.31842/jurnalinobis.v4i4.205
Jakpat. (2017). Segmentation survey: Motivation based coffee drinker – Survey report. https://blog.jakpat.net/segmentation-survey-motivation-based-coffee-drinker-survey-report/
Jr., J. H., Page, M., & Brunsveld, N. (2019). Essentials of Business Research Methods.
Kopikenangan.com. (2022). Sejarah Kopi Kenangan. https://kopikenangan.com/
Kunadi. (2021). Pengariuh E-servive quality dan Loyalty Pengguna Gofood Indonesia Yang Dimediasi Oleh Perceived Value dan Customer Satisfaction. Jurnal Ilmiah Manajemen Bisnis Dan Inovasi Universitas Sam Ratulangi (Jmbi Unsrat) Pengaruh, 8(1).
Latief. (2020). Jurnal Mirai Management. 6(1), 139–154.
Luthfiana. (2019). 23683-48236-1-Sm. Pengaruh Promosi Penjualan dan E-Service Quality terhadap Minat Beli Ulang (Studi Pada Pembeli Di Marketplace Shopee). Diponegoro Journal Of Social And Politic., 1–7.
Luthfiana & Hadi. (2019). Pengaruh Promosi Penjualan dan E-Service Quality Terhadap Minat Beli Ulang ( Studi pada Pembeli di Marketplace Shopee ). 1–7.
Nielson. (2018). Customers’ perceived website service quality and its effects on e-loyalty. International Journal of Contemporary Hospitality Management, 29(1), 438–457. https://doi.org/10.1108/IJCHM-02-2015-0054
Novita, N., & Liekardo, K. (2020). Grab-and-Go Coffee : Ketika konsumen menganggap minum kopi tidak lagi harus “Nongkrong.” Value : Jurnal Manajemen Dan Akuntansi, 15(2), 38–49. https://doi.org/10.32534/jv.v15i2.1098
Nurlinda. (2022). Pengaruh Influencer Marketing dan Online Customer Review terhadap Purchase Intention melalui Perceived Value produk serum Somethinc. Sibatik Journal, 1(11), 2383–2398. https://publish.ojs-indonesia.com/index.php/SIBATIK
Peburiyanti. (2022). Pengaruh Promosi Penjualan, Variasi Produk dan Kualitas Pelayanan terhadap Minat beli ulang Pada Butik Kanabini Di Tenggarong. Jurnal Ekonomi & Manajemen Indonesia, 20(1), 29–39. https://doi.org/10.53640/jemi.v20i1.771
Priyatna & Agisty. (2022). Pengaruh E-Service Quality dan E-Word of Mouth terhadap Minat beli ulang pada E- Commercee Sociolla. 7(1), 104–113.
Putri. (2016). Faktor-faktor yang mempengaruhi Minat pembelian ulang konsumen terhadap produk naget Delicy. Performa, 1(2), 162–170.
Putri. (2020). Pengaruh Sales Promotion, Kualitas Pelayanan dan Persepsi kemudahan penggunaan terhadap minat beli mahasiswa pada jasa layanan Go-Food. Manajemen.
Ramadhan. (2019). Analisis Pengaruh Kualitas Produk, Kualitas Pelayanan, dan Citra Merek terhadap Minat Beli Ulang pada Sepatu Nike Running di Semarang melalui Kepuasan Pelanggan sebagai Variabel Intervening. Diponegoro Journal of Management, 6(1), 1–12.
Ratih. (2020). the Role of Lifestyle in Moderating the Influence of Sales Promotion and Store Atmosphere on Impulse Buying At Starbucks. American Journal of Humanities and Social Sciences Research, 4(2), 19–26. www.ajhssr.com
Saragih. (2019). Pengaruh E-Service Quality terhadap E-Satisfaction pada pelanggan situs toko online Brodo. JBMI (Jurnal Bisnis, Manajemen, Dan Informatika), 15(3), 238–251. https://doi.org/10.26487/jbmi.v15i3.4543
Saragih & Hasbi. (2021). Pengaruh E-Service Quality Terhadap Minat Beli Ulang Konsumen Linkaja the Influence of E-Service Quality on Repurchase Intention Consumer Linkaja. 8(1), 250–255.
Sari. (2020). Perceived price, product design dan online customer review terhadap minat beli ulang pada produk wardah di marketplace shopee mall. Jurnal Ilmiah Manajemen Dan Bisnis, 5(1), 81–89.
Sari & Suryadi. (2019). Pengaruh Sales Promotion dan Online Customer Review terhadap Repurchase Intention selama masa pandemi Covid-19 pada pengguna aplikasi.
Septiana. (2022). Pengaruh E-service Quality dan Sales Promotion terhadap niat beli ulang pada Transportasi Online. Jurnal Riset Manajemen Dan Bisnis, 5–10. https://doi.org/10.29313/jrmb.v2i1.855
Solichin. (2021). Pengaruh Store Atmosphere dan Lokasi Terhadap Minat Beli Ulang Konsumen Pada Cwimie Malang Bangko. 6(2), 128–135.
Sugiyono. (2018a). Metode Penelitian Kuantitatif, Kualitatif, dan R&D. Alfabet. Manajemen Bisnis. http://repository.stei.ac.id/2172/4/BAB III.pdf
Sugiyono. (2018b). Metode penelitian kuantitatif (Cet. 1). Bandung : Alfabeta, 2018. https://inlislite.uin-suska.ac.id/opac/detail-opac?id=22862
Tilaar. (2018). Pengaruh kepercayaan, dan motivasi terhadap minat beli pengguna shoppe secara online pada anggota pemuda gmim zaitun mahakeret. Jurnal EMBA: Jurnal Riset Ekonomi, Manajemen, Bisnis Dan Akuntansi, 6(4), 2028–2037.
Tjiptono. (2021). The Influence of E- Sevice Quality on Reuse Interest of . 8(5), 5875–5889.
Toffin, & Mix. (2020). Brewing in Indonesia: Insights for successful coffee shop business.
Tunggadewi & Pudjoprastyono. (2022). Pengaruh Promosi dan E-Service Quality terhadap Minat beli ulang Penggunaan Gopay. Al-Kharaj : Jurnal Ekonomi, Keuangan & Bisnis Syariah, 5(1), 406–422. https://doi.org/10.47467/alkharaj.v5i1.1603
Umara. (2021). Peran Kepuasan dalam memediasi pengaruh Persepsi Nilai Pasca Pembelian terhadap Minat beli ulang pengguna Vending Machine Blue Mart ( The Role of Satisfaction in Mediating the Effect of Post Purchase Value Perceptions on Purchase Intention of Blue Mart Ve. 2(01), 47–58.
Utamanyu dan Darmastuti. (2022). Budaya belanja online Generasi Z dan Generasi Milennial di Jawa Tengah (Studi Kasus Produk Kecantikan di Online Shop Beauty by ASAME). Scriptura, 12(1), 58–71. https://doi.org/10.9744/scriptura.12.1.58-71
Welda et al. (2022). The Effect Of Sales Promotion And E-Service Quality On Repurchase Intention Of Economic Education Students. Jurnal Pendidikan Tambusai, 6(2), 1–9.
Wiradarma. (2020). Peran Cutomer Satisfaction memidiasi pengaruh E-Service Quality terhadap Repurchase Intention pada penggunaan Lazada di Denpasar. Tjyybjb.Ac.Cn, 3(2), 58–66. http://www.tjyybjb.ac.cn/CN/article/downloadArticleFile.do?attachType=PDF&id=9987
Zhang. (2017). A Relationship Study of Price Promotion, Customer Quality Evaluation, Customer Satisfaction and Repurchase Intention: A Case Study of Starbucks In Thailand. International Journal of Management and Applied Science, 3(9), 2394–7926. http://iraj.in
Downloads
Published
How to Cite
Issue
Section
License
Copyright (c) 2023 Lokawati : Jurnal Penelitian Manajemen dan Inovasi Riset
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.
