CUSTOMER PERCEIVED VALUE DAN CUSTOMER TRUST: IDENTIFIKASI KEPUASAN DAN LOYALITAS KONSUMEN GO-CAR
Abstract
Keywords
Full Text:
PDF1 (Bahasa Indonesia)References
Akbar, M. M., & Parvez, N. (2009). Impact Of Service Quality, Trust, And Customer Satisfaction On Customer Loyalty. ABAC Journal, 29(1), 24–38.
Bahrudin, M., & Zuhro, S. (2015). Pengaruh Kepercayaan Dan Kepuasan Pelanggan Terhadap Loyalitas Pelanggan. Jurnal Bisnis, 3 No. 1.
Bernarto, I., & Patricia. (2017). Pengaruh Perceived Value, Customer Satisfaction Dan Trust Terhadap Customer Loyalty Restoran XYZ Di Tangerang. Journal For Business And Entrepreneur, 1 No. 1.
Chen, P. T., & Hu, H. H. (2010). The Effect Of Relational Benefits On Perceived Value In Relation To Customer Loyalty: An Empirical Study In The Australian Coffee Outlets Industry. International Journal Of Hospitality Management, 29(3), 405–412. Https://Doi.Org/10.1016/J.Ijhm.2009.09.006
Dewi, R. K., Kumadji, S., & Mawardi, M. K. (2015). Pengaruh Experiential Marketing Terhadap Kepuasan Pelanggan Dan Dampaknya Pada Loyalitas Pelanggan (Survei Pada Pelanggan Tempat Wisata Jawa Timur Park 1 Kota Wisata Batu). Jurnal Administrasi Bisnis, 28(1), 1–6.
Eid, M. I. (2011). Determinants Of E-Commerce Customer Satisfaction, Trust, And Loyalty In Saudi Arabia. Journal Of Electronic Commerce Research, 12(1), 78–93. Https://Doi.Org/10.1017/CBO9781107415324.004
Fornell, C. (1992). A National Customer Satisfaction Barome- Ter: The Swedish Experience. Journal Of Marketing, 56(1), 6–21. Https://Doi.Org/10.2307/1252129
Griffin, J. (2005). Customer Loyalty: Menumbukan Dan Mempertahankan Kesetiaan Pelanggan. (D. K. Yahya, Ed.). Jakarta: Erlangga.
Haryono, R. (2013). Analisis Pengaruh Servqual, Kepuasan Dan Kepercayaan Terhadap Loyalitas Nasabah Penguna Layanan Internet Banking Dengan Menggunakan Metode Structural Equation Modelling (Studi Kasus : Bank “Xâ€). JURNAL SAINS DAN SENI POMITS, 2 No.2, D153–D158.
Irawan, H. (2003). 10 Prinsip Kepuasan Pelanggan. Jakarta: Elex Media Komputindo.
Khan, I. (2012). Impact Of Customers Satisfaction And Customers Retention On Customer Loyalty. International Journal Of Scientific & Technology Research, 1(2), 106–110.
Kotler, P., & Keller, K. L. (2009). Manajemen Pemasaran. (J. Purba, Ed.) (12 Jilid 1). Jakarta: Indeks.
Mardikawati, W., & Farida, N. (2013). Pengaruh Nilai Pelanggan Dan Kualitas Layanan Terhadap Loyalitas Pelanggan, Melalui Kepuasan Pelanggan Pada Pelanggan Bus Efisiensi (Studi Po Efisiensi Jurusan Yogyakarta-Cilacap). Jurnal Administrasi Bisnis, 2 No. 1.
Mayer, R. C., Davis, J. H., & Schoorman, F. D. (1995). An Integrative Model Of Organizational Trust. Academy Of Management Review, 20(3), 709–734. Https://Doi.Org/10.5465/AMR.1995.9508080335
Mcknight, D. H., Choudhury, V., & Kacmar, C. (2002). Developing And Validating Trust Measures For E-Commerce: An Integrative Typology. Information Systems Research, 13(3), 334–359. Https://Doi.Org/10.1287/Isre.13.3.334.81
Noeraini, I. A., & Sugiyono. (2016). Pengaruh Tingkat Kepercayaan, Kualitas Pelayanan, Dan Harga Terhadap Kepuasan Pelanggan Jne Surabaya. Jurnal Ilmu Dan Riset Manajemen, 5 No. 5, 1–17.
Oliver, R. L. (1999). Whence Consumer Loyalty? Journal Of Marketing, 63, 33. Https://Doi.Org/10.2307/1252099
Payne, A., & Holt, S. (2001). Diagnosing Customer Value: Integrating The Value Process And Relationship Marketing. British Journal Of Management, 12(2), 159–182. Https://Doi.Org/10.1111/1467-8551.00192
Rangkuti, F. (2007). Riset Pemasaran. Jakarta: Gramedia.
Rasheed, F. A., & Abadi, M. F. (2014). Impact Of Service Quality, Trust And Perceived Value On Customer Loyalty In Malaysia Services Industries. Procedia - Social And Behavioral Sciences, 164, 298–304. Https://Doi.Org/10.1016/J.Sbspro.2014.11.080
Rotter, J. B. (1967). A New Scale For The Measurement Of Interpersonal Trust. Journal Of Personality, 35(4), 651–665. Https://Doi.Org/10.1111/J.1467-6494.1967.Tb01454.X
Schiffman, L., & Kanuk, L. L. (2007). Consumer Behavior. New Jersey.
Semuel, H., & Wijaya, N. (2009). Service Quality, Perceive Value, Satisfaction, Trust, Dan Loyalty Pada Pt. Kereta Api Indonesia Menurut Penilaian Pelanggan Surabaya. Jurnal Manajemen Pemasaran, 4 No. 1, 23–37.
Siddiqi, K. O. (2011). Interrelations Between Service Quality Attributes,Customer Satisfaction And Customer Loyalty In The Retail Banking Sector In Bangladesh. International Journal Of Business And Management, 6(3), 12–36.
Sweeney, J., & Soutar, G. (2001). Consumer Perceived Value: The Development Of A Multiple Item Scale. Journal Of Retailing, 77(2), 203–220. Https://Doi.Org/10.1016/S0022-4359(01)00041-0
Tatuil, A. (2013). The Impact Of Service Quality And Trust To Customer Loyalty Through Customer Satisfaction At Bank BCA Manado. EMBA, 1 No.4, 1182–1188.
Tumini, & Pratiwi, M. D. (2016). Pengaruh Kualitas Pelayanan Dan Kepercayaan Terhadap Loyalitas Pelanggan Pada Perusahaan Otobus Akas Iv Probolinggo. In Dinamika Global : Rebranding Keunggulan Kompetitif Berbasis Kearifan Lokal (Pp. 286–300). Jember: Prodi Manajemen Fakultas Ekonomi Dan Bisnis Universitas Jember.
Utami, S. S. (2013). Analisis Pengaruh Trust Dan Commitment Terhadap Kepuasan Dan Loyalitas Pelanggan Cv. Sumber Jaya Sakti Tarakan. Jurnal Manajemen Pemasaran, 1 No. 2, 1–9.
Vuuren, T. Van, Lombard, M.-R., & Tonder, E. (2012). Customer Satisfaction , Trust And Commitment As Predictors Of Customer Loyalty Within An Optometric Practice Environment. Southern African Business Review, 16(3), 81–96.
Woodruff, R. B. (1997). Customer Value: The Next Source For Competitive Advantage. Journal Of The Academy Of Marketing Science, 25(2), 139–153. Https://Doi.Org/10.1007/BF02894350
Yang, Z., & Peterson, R. T. (2004). Customer Perceived Value, Satisfaction, And Loyalty: The Role Of Switching Costs. Psychology And Marketing, 21(10), 799–822. Https://Doi.Org/10.1002/Mar.20030
Zeithaml, V. A., & Bittner, M. . (2003). Services Marketing: Integrating Customer Focus Across The Firm (3rd Editio). New York: The Mcgraw Hill Companies, Inc.
DOI: https://doi.org/10.34149/jmbr.v16i1.138
Indexing
JMBR Editorial Office: PPM School of Management, Jl. Menteng Raya 9-19 Jakarta 10340 Phone: 021-2300313 ext 2354
License
JMBR is using CC BY License
This work is licensed under a Creative Commons Attribution 4.0 International License.