Analysis of The Effect of Quality Service and Marketing Relation on Customer Loyalty Through Customer Satisfaction at Ratna Dewi Skin Care Clinic Metropolitan Mall Bekasi

Tri Andari Ratna Widyastuti

Abstract


Companies engaged in services should be able to maintain a good
reputation in the eyes of its customers. Good quality service and quality
will tend to provide more satisfaction and trust to customers who use
services at the company. Regardless of quality service, marketing relation,
trust and customer satisfaction then do not expect the company can
continue to maintain image in the eyes of customers. This research is
aimed to analyze the influence of quality service and trust to customer
satisfaction and to analyze the influence of customer satisfaction to
customer loyalty.
This study uses multiple linear regression analysis and simple regression
with SPSS program. The population used is customers who have used
facial skin care services at Ratna Dwi Skin Care Metropolitan Mall
Bekasi. While the sample used as many as 100 people with sample
selection techniques using accidental sampling.
The results show that there are positive and significant influence between
quality service, marketing relation to customer loyalty, There are positive
and significant influence between trust on customer satisfaction. There are
positive and significant influence between satisfaction and marketing
relationship to customer loyalty.


Keywords


Service Quality, Marketing Relation, Customer Loyalty, Customer Trust

Full Text:

PDF

References


Ahmad, R. & Buttle, F. 2002 , Costumer retention management: A Reflection of theory and practice. Marketing Intelligence and Planning, 20 3 ,,149-161

Basu Swastha dan Irawan 2003 , Manajemen Pemasaran Modern, Yogyakarta,. Penerbit : Liberty Yogyakarta

Buchari Alma 2007, Manajemen Pemasaran & Pemasaran Jasa. Bandung: CV. Alfabeta

Budi, U. 2012. Hukum dan Etika Bisnis. Yogyakarta: CV Andi Offset Poerwanto. 2006. New Business Administration. Yogyakarta: Pustaka Pelajar.

Djaslim Saladin 2003, Manajemen Pemasaran, Bandung: Linda Karya

Ferdinand, A. 2006. Metode Penelitian Manajemen. Semarang: Badan Penerbit niversitas Diponegoro

Ghozali, Imam. 2009. Aplikasi Analisis Multivariat dengan Program SPSS. Edisi Ke 4. Semarang: Badan Penerbit Universitas Diponegoro

Griffin 2002, Manajemen, PT. Erlangga, Jakarta

Gummesson 2002, Total Relationship Marketing, Second Edition, Elsevier Ltd,. Ohio.

Hill 2001, People and Competencies. London: Bidlles, Ltd.

Kamus Besar Bahasa Indonesia, Edisi Keempat, 2008, Gramedia Pustaka Utama, Jakarta.

Kotler dan Keller. 2009. Manajemen Pemasaran. Jilid I. Edisi ke 13 Jakarta: Erlangga

Kotler, 2007 , Manajemen Pemasaran. Jakarta : PT.Indeks.

Lupiyoadi, Rambat dan A. Hamdani 2006 Manajemen Pemasaran Jasa. Edisi ke 2. Jakarta: Salemba Empat.

Masri & Effendi. 1985. Metode Penelitian Survei. Jakarta: Lembaga Penelitian, Pendidikan dan Penerangan Ekonomi dan Sosial

Maynard dan Beckman, 1995 Principles of Marketing, New York: Harper Business.

Morgan dan Hunt 1994 , The Commitment Trust Theory of Relationship. Marketing. Journal of Marketing.

Mritunjay Kumar, 2008, Experience with Uterine .

Nawawi, H & Hadari, M. 1998. Metode Penelitian Bidang Sosial. Yogyakarta: Gadjah Mada University Press

Nuraini 2009 , Analisis Pengaruh Kualitas Produk, Mutu layanan, Desain.

Oliver, 2008 , Strategi Public Relations, Erlangga, Bandung,

Peppers and Rogers 2004 , Managing Customer Relationship. Canada: willey.

Poerwanto 2006, komunikasi Bisnis. Jakarta: Erlangga.

Prayudi Atmosudirjo 1982 , esekretarisan dan Administrasi Perkantoran. Jakarta: Ghalia.

Rangkuti 2003 , Riset Pemasaran, PT Gramedia Pustaka Utama,

Robbins 2006 , “Perilaku Organisasi”, Prentice Hall, edisi kesepuluh.

Sondang P. Siagian 2006, anajemen Sumber Daya Manusia, Edisi I, Cetakan Ketiga.

Stanley A. Brown 2000, “Customer Relationship Management: Strategic. mperative ..

Sugiyono. 2004. Metode Penelitian Bisnis. Bandung: Alfabeta

Sugiyono. 2006. Metode Penelitian Kuantitatif, Kualitatif dan R&D. Bandung: Alfabeta

Sugiyono. 2007. Statistika untuk Penelitian. Bandung: Alfabeta

Suhardi 2006 , Faktor-faktor yang Mempengaruhi Kepuasan dan Loyalitas.

Swastha dan Irawan, 2002 , Manajemen Pemasaran Modern, Edisi ke 2. Yogyakarta. Liberty

Tjiptono 2008 , Strategi Pemasaran, Edisi 3, ANDI: Yogyakarta.

Tjiptono, F. 2007. Strategi Pemasaran. Edisi ke 2. Yogyakarta: Andi

Ulbert Silalahi 2009, Studi Tentang Ilmu Administrasi Konsep, Teori dan Dimensi. Bandung: Sinar Baru

Winarno Surakhmad. 1998. Pengantar Penelitian Ilmiah Dasar. Bandung: Tarsito

Wyckof 2006 Manajemen Jasa. Edisi Pertama. Yogyakarta : Andi.

Zeithaml & Jo Bitner, 2009 Service Marketing. McGraw




DOI: https://doi.org/10.31334/bijak.v18i2.1772

DOI (PDF): https://doi.org/10.31334/bijak.v18i2.1772.g848

Refbacks

  • There are currently no refbacks.


Copyright (c) 2021 Majalah Ilmiah Bijak

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

MAJALAH ILMIAH BIJAK

ISSN 1411-0830 (Media Cetak) 2621-749X (Media Online)
Email :  [email protected] / [email protected]
Website: http://ojs.stiami.ac.id/index.php/bijak/index

 

View My Stats

 

 

INDEKS BY: