Satisfaction, Purchasing Behavior, and Customer Loyalty of Butik Emas Logam Mulia
Article Sidebar
-
consumers, loyalty, satisfaction, SERVQUAL
Abstract
This research study aims to highlights the factors of customer loyalty based on satisfaction, consumer buying behavior at Butik Emas Logam Mulia (BELM) Pulogadung. Using the SERVQUAL services model to analyze quality of services by descriptive statistics method. This study was conducted using 200 respondents selected by purposive. Tangible, empathy, responsiveness, reliability, and assurance (Service Quality Dimensions) were the variables considered for this study. The research found that reliability and responsiveness (not empathy, tangibility, and assurance) impact consumer satisfaction which increases the frequency of purchasing. It explains, a negative relationship between satisfaction and loyalty intensions. Furthermore, both loyalty and satisfaction effects weaken with increased prior consumption experiences, related on organizational issues. Thus, when the customers invest in satisfaction, managers should consider their individual marginal impacts on loyalty and distinguish between consumers with reference to their prior consumption experiences. The managerial implication in marketing strategies to increase customer loyalty, consumer satisfaction is directly related to provide fast, precise, and friendly services in accordance with established service standards. Moreover, the research study concludes that image of a service provider, loyalty of consumers, consumer expectations, perceived value, perceived quality and the way complains are handled are very important factors that determine consumer loyalty levels.
References
Amstrong dan Kotler. 2005. Manajemen pemasaran. Jakarta: Prehalindo.
Baur DG, Lucey BM. 2010. Flights and contagion—An empirical analysis of stock–bond correlations, Journal of Financial Stability 5(4), 339–352
Chin. W.W. 1988. The partial least square approach for structural equation modelling, in marcoulides, G.A. (Ed), Modern method for business research, mahwah, NJ, Erlbaum.
Grewal, Dhruv and Michael Levy. 2010. Marketing. New York: McGraw-Hill Irwin International Edition
Ghozali I. 2008. Structural Equation Modelling. Ed ke-2. Universitas Diponegoro. Semarang.
Gunawan, Indra, A. dan Wirawati, Putu. 2013. Perbandingan berinvestasi antara Logam mulia emas dengan saham perusahaan pertambangan emas. JurnalAkuntansi. Bali. Universitas Udayana.
Heskett JL, Jones TO, Loveman GW, Sasser WEJ, Schlesinger LA. 1994. Putting theservice profit chain to work. Harvard Business Review. March-April. pp. 105
Kotler, Keller. 2012. Manajemen pemasaran. Ed ke-12. Jakarta: Erlangga
Nelson E, Rust RT, Zahorik AJ, Rose R., Batalden P, Siemanski BA. 1992. Do patient perceptions of quality relate to hospital financial performance. Journal of Health Care Marketing. December. pp. 42-9
Porter M E. 1991. Towards a dynamic theory of strategy. Strategic Management Journal 12: 95-117.
Putra, Anindito, dan Haykal. 2012. Analisis perbandingan Investasi Saham, Emas dan Obligasi. (Thesis). Marketing. Universitas Bina Busantara. Hal 12
Reicheld FF, Sasser WE Jr. 1990. Zero defections comes to services. Harvard Business Review. September-October pp. 105-11.
Roger Hallowell .1996. The relationships of customer satisfaction, customer loyalty, and profitability: an empirical study, International Journal of Service Industry Management, Vol. 7 No. 4, 1996, pp. 27-42
Rust RT, Zahorik AJ. 1991. The value of customer satisfaction. Working Paper. Vanderbilt University.
Rust RT, Zahorik AJ, Keiningham TL. 1995. Return on quality (ROQ): making service quality financially accountable. Journal of Marketing. Vol. 59 No. 2. pp. 58-70.
Storbacka K, Strandvik T, Grönroos C. 1994. Managing customer relationships for profit: the dynamics of relationship quality. International Journal of Service Industry Management. Vol. 5 No. 5. pp. 21-38.
Sumarwan U. 2011. Perilaku Konsumen: Teori dan Penerapannya Dalam Pemasaran. Edisi Kedua. Bogor: Ghalia Indonesia.
Sumarwan U. 2014. Metode Riset Bisnis dan Konsumen. Bogor (ID): IPB PRESS
Tanenhaus, David S (2004), Juvenile Justice in the Making. Oxford UniversityPress, Inc. Published by Oxford University Press, Inc. Library of Congress Cataloging-in-Publication Data
Tyson E. 2011. Investing for Dummies. 6th Ed. John Wiley & Sons. Hoboken.
Tjiptono F. 2004. Manajemen Jasa. Ed ke-1. Yogyakarta: Andi Offset.
Valerie AZ, Parasuraman A, Leonard LB. 1990. Delivering quality service: Balancing Customer Perceptions and Expectations. New York: The Free Press. Mac Millan Inc.
Yazid. 2001. Pemasaran Jasa: Konsep dan Implementasi. Edisi pertama. Yogyakarta: Ekonisia Fakultas ekonomi.
Zeithaml V, Parasuraman A, Berry LL. 1990. Delivering Quality Service. The Free Press. New York, NY.
Authors
Authors who publish with this journal agree to the following terms:
- Authors retain copyright and grant the journal right of first publication with the work simultaneously licensed under a
This work is licensed under a Creative Commons Attribution 4.0 International License. that allows others to share the work with an acknowledgement of the work's authorship and initial publication in this journal. - Authors are able to enter into separate, additional contractual arrangements for the non-exclusive distribution of the journal's published version of the work (e.g., post it to an institutional repository or publish it in a book), with an acknowledgement of its initial publication in this journal.
- Authors are permitted and encouraged to post their work online (e.g., in institutional repositories or on their website) prior to and during the submission process, as it can lead to productive exchanges, as well as earlier and greater citation of published work (See The Effect of Open Access).
