PENGARUH PERCEIVED VALUE, SATISFACTION DAN TRUST BERPENGARUH TERHADAP LOYALTY
Keywords:
Nilai yang Dirasakan, Kepuasan Kepercayaan, Loyalitas
Abstract
Tujuan dari penelitian ini adalah untuk mengetahui seberapa besar pengaruh promosi penjualan terhadap keputusan pembelian konsumen di Toko Serba Ada Kota Batam. Penelitian ini dilakukan dengan menggunakan metode deskriptif analitis, dengan populasi penelitian adalah seluruh konsumen yang berbelanja di Toko Serba Ada Kota Batam. Teknik pengumpulan data yang digunakan adalah kuesioner yang disebarkan kepada 100 responden. Hasil dari penelitian ini menunjukkan bahwa promosi penjualan memiliki pengaruh yang signifikan terhadap keputusan pembelian konsumen di Toko Serba Ada Kota Batam. Hal ini mengindikasikan bahwa upaya promosi yang efektif dapat meningkatkan minat dan keputusan pembelian konsumen di toko tersebut. Implikasi dari penelitian ini adalah perlunya peningkatan strategi promosi penjualan yang lebih efektif dan terarah guna mendukung pertumbuhan penjualan serta kepuasan konsumen di Toko Serba Ada.References
Aker, A., Paramita, M., Kurtic, E., Funk, A., Barker, E., Hepple, M., & Gaizauskas, R. (2016). Automatic label generation for news comment clusters. INLG 2016 - 9th International Natural Language Generation Conference, Proceedings of the Conference, 61–69. https://doi.org/10.18653/v1/w16-6610
Albert, J. B., Anton, G., Badhrees, I., Barbeau, P. S., Bayerlein, R., Beck, D., Belov, V., Breidenbach, M., Brunner, T., Cao, G. F., Cen, W. R., Chambers, C., Cleveland, B., Coon, M., Craycraft, A., Cree, W., Daniels, T., Danilov, M., Daugherty, S. J., … Ziegler, T. (2018). Search for Neutrinoless Double-Beta Decay with the Upgraded EXO-200 Detector. Physical Review Letters, 120(7), 72701. https://doi.org/10.1103/PhysRevLett.120.072701
Alireza Mosavi, S. (2012). A survey on the relationship between trust, customer loyalty, commitment and repurchase intention. African Journal of Business Management, 6(36), 10089–10098. https://doi.org/10.5897/ajbm11.2141
Anyadighibe, J., Festus, N., & Amaechi, J. (2014). Factors Influencing Banks’ Implementation and Consumers’ Acceptance of E-Banking of Selected Commercial Banks in Calabar, Cross River State, Nigeria. International Journal of Managerial Studies and Research, 2(9), 1–13. www.arcjournals.org
Arokiasamy, A. R. A., & Abdullah, A. G. (2013). Service Quality and Customer Satisfaction in the Cellular Telecommunication Service Provider in Malaysia. Journal of Arts, Science & Commerce, 6(2), 1–9. http://www.researchersworld.com/vol4/issue2/Paper_01.pdf
Aswan, A., Rijani, S., & Riza, Y. (2013). Shell Bed Identification of Kaliwangu Formation and its Sedimentary Cycle Significance, Sumedang, West Java. Indonesian Journal on Geoscience, 8(1), 1–11. https://doi.org/10.17014/ijog.v8i1.151
Bastian, D. A. (2014). Analisa Pengaruh Citra Merek (Brand Image) dan Kepercayaan Merek (Brand Trust) Terhadap Loyalitas Merek (Brand Loyalty) ADES PT. Ades Alfindo Putra Setia. Jurnal Manajemen Pemasaran Petra, 2(1), 1–9.
Cheema, S., & Javed, F. (2017a). The effects of corporate social responsibility toward green human resource management: The mediating role of sustainable environment. Cogent Business and Management, 4(1). https://doi.org/10.1080/23311975.2017.1310012
Cheema, S., & Javed, F. (2017b). The effects of corporate social responsibility toward green human resource management: The mediating role of sustainable environment. Cogent Business and Management, 4(1). https://doi.org/10.1080/23311975.2017.1310012
Chen, Q., Lu, Y., Gong, Y., & Xiong, J. (2023). Can AI chatbots help retain customers? Impact of AI service quality on customer loyalty. Internet Research. https://doi.org/10.1108/INTR-09-2021-0686
Chinomona, E., & Mofokeng, T. M. (2016). Impact of organisational politics on job dissatisfaction and turnover intention: An application of social exchange theory on employees working in Zimbabwean small and medium enterprises (SMEs). Journal of Applied Business Research, 32(3), 857–870. https://doi.org/10.19030/jabr.v32i3.9661
Edward, M., & Sahadev, S. (2011). Role of switching costs in the service quality, perceived value, customer satisfaction and customer retention linkage. Asia Pacific Journal of Marketing and Logistics, 23(3), 327–345. https://doi.org/10.1108/13555851111143240
Fatihudin, D. (2015). Metodologi Penelitian Untuk Ilmu Ekonomi, Manajemen, dan Akuntansi. In Zifatama Publisher (Vol. 1, Issue Metodologi Penelitian).
Gbenro, B. A., & Adetula, A. G. (2015). Dimensions of trust as predictors of willingness to share and use tacit knowledge among health workers in Nigeria. International Journal of Research Studies in Management, 4(2), 100–107. https://doi.org/10.5861/ijrsm.2015.1070
Hair, J. F., Anderson, R. E., Tatham, R. L., & Black, W. C. (2018). Multivariate Data Analysis, Multivariate Data Analysis. In Multivariate Data Analysis, Multivariate Data Analysis B2 - Multivariate Data Analysis, Multivariate Data Analysis (Vol. 87, Issue 4).
Heyns, M., & Rothmann, S. (2015). Dimensionality of trust: An analysis of the relations between propensity, trustworthiness and trust. SA Journal of Industrial Psychology, 41(1), 1–12. https://doi.org/10.4102/sajip.v41i1.1263
Holbrook, B., & Chaudhuri, A. (2001). The Chain of Effects from Brand Trust and Brand Affect to Brand Performance: The Role of Brand Loyalty. Journal of Marketing, 65(2), 81–93.
Ismanto, I., Hidayah, F., & Charisma, K. (2020). Pemodelan Proses Bisnis Menggunakan Business Process Modelling Notation (BPMN) (Studi Kasus Unit Penelitian Dan Pengabdian Kepada Masyarakat (P2KM) Akademi Komunitas Negeri Putra Sang Fajar Blitar). Briliant: Jurnal Riset Dan Konseptual, 5(1), 69. https://doi.org/10.28926/briliant.v5i1.430
Kanning, U. P., & Bergmann, N. (2009). Predictors of customer satisfaction: Testing the classical paradigms. Managing Service Quality: An International Journal, 19(4), 377–390. https://doi.org/10.1108/09604520910971511
Komulainen, S. (2007). The ambiguity of the child’s “voice” in social research. Childhood, 14(1), 11–28. https://doi.org/10.1177/0907568207068561
Kuada, J. (2016). Editorial. African Journal of Economic and Management Studies, 7(3), 290–294. https://doi.org/10.1108/AJEMS-06-2016-0088
Lim, X. J., Mohd Radzol, A. R. bt, Cheah, J.-H. (Jacky), & Wong, M. W. (2017). The Impact of Social Media Influencers on Purchase Intention and the Mediation Effect of Customer Attitude. Asian Journal of Business Research, 7(2), 18–36. https://doi.org/10.14707/ajbr.170035
Lumbantobing, S., Natalia, S., & Silalahi, H. S. M. P. (2011). Improving oil recovery and injection strategy in shallow reservoir (Rindu reservoir) of area 3&4 Duri steam flood. Society of Petroleum Engineers - SPE Asia Pacific Oil and Gas Conference and Exhibition 2011, 2, 1243–1252. https://doi.org/10.2118/147706-ms
Mafini, C., & Pooe, D. R. I. (2013). The relationship between employee satisfaction and organisational performance: Evidence from a South African government department. SA Journal of Industrial Psychology, 39(1), 1–9. https://doi.org/10.4102/sajip.v39i1.1090
Mishra, V., Patil, A., Thakur, S., & Kesharwani, P. (2018). Carbon dots: emerging theranostic nanoarchitectures. Drug Discovery Today, 23(6), 1219–1232. https://doi.org/10.1016/j.drudis.2018.01.006
Peden, J. F., Hopewell, J. C., Saleheen, D., Chambers, J. C., Hager, J., Soranzo, N., Collins, R., Danesh, J., Elliott, P., Farrall, M., Stirrups, K., Zhang, W., Hamsten, A., Parish, S., Lathrop, M., Watkins, H., Clarke, R., Deloukas, P., Kooner, J. S., … Anand, S. S. (2011). A genome-wide association study in Europeans and South Asians identifies five new loci for coronary artery disease. Nature Genetics, 43(4), 339–346. https://doi.org/10.1038/ng.782
Pratiwi, D. M., Saerang, D. P. E., & Tumewu, F. (2015). The Influence of Brand Image, Brand Trust and Customer Satisfaction on Brand Loyalty (Case of Samsung Smartphone). Jurnal Berkala Ilmiah Efisiensi, 15(5), 377–385.
Pura, M. (2005). Linking perceived value and loyalty in location-based mobile services. Managing Service Quality, 15(6), 509–538. https://doi.org/10.1108/09604520510634005
Raadik, T., Grossberg, M., Krustok, J., Kauk-Kuusik, M., Crovetto, A., Bolt Ettlinger, R., Hansen, O., & Schou, J. (2017). Temperature dependent photoreflectance study of Cu2SnS3 thin films produced by pulsed laser deposition. Applied Physics Letters, 110(26). https://doi.org/10.1063/1.4990657
Rinanda, S. (2013). Pengaruh Metode Simulasi Tanggap Bencana Alam terhadap Kemampuan Mitigasi pada Anak Tunagrahita Ringan di Kelas C/D VI SLB Perwari Padang. Jurnal Ilmiah Pendidikan Khusus, 1, 164–173.
Saputri, M. E. (2016). Pengaruh Perilaku Konsumen Terhadap Pembelian Online Produk Fashion Pada Zalora Indonesia. Jurnal Sosioteknologi, 15(2), 291–297. https://doi.org/10.5614/sostek.itbj.2016.15.02.11
Seiler, V., Rudolf, M., & Krume, T. (2013). The influence of socio-demographic variables on customer satisfaction and loyalty in the private banking industry. International Journal of Bank Marketing, 31(4), 235–258. https://doi.org/10.1108/IJBM-10-2012-0101
Sekaran & Bougie. (2016). International Standard Classification of Occupations (ISCO). Encyclopedia of Quality of Life and Well-Being Research, 3336–3336. https://doi.org/10.1007/978-94-007-0753-5_102084
Shao, C. L., Wu, H. X., Wang, C. Y., Liu, Q. A., Xu, Y., Wei, M. Y., Qian, P. Y., Gu, Y. C., Zheng, C. J., She, Z. G., & Lin, Y. C. (2011). Potent antifouling resorcylic acid lactones from the gorgonian-derived fungus cochliobolus lunatus. Journal of Natural Products, 74(4), 629–633. https://doi.org/10.1021/np100641b
Siu, N. Y. M., Zhang, T. J. F., & Yau, C. Y. J. (2013). The Roles of Justice and Customer Satisfaction in Customer Retention: A Lesson from Service Recovery. Journal of Business Ethics, 114(4), 675–686. https://doi.org/10.1007/s10551-013-1713-3
Söderlund, M., & Rosengren, S. (2008). Revisiting the smiling service worker and customer satisfaction. International Journal of Service Industry Management, 19(5), 552–574. https://doi.org/10.1108/09564230810903460
Srivastava, R. K., Greff, K., & Schmidhuber, J. (2015). Highway Networks. http://arxiv.org/abs/1505.00387
Trasorras, R., Weinstein, A., & Abratt, R. (2009). Value, satisfaction, loyalty and retention in professional services. Marketing Intelligence and Planning, 27(5), 615–632. https://doi.org/10.1108/02634500910977854
Wang, D., Li, X., & Li, Y. (2013). China’s “smart tourism destination” initiative: A taste of the service-dominant logic. Journal of Destination Marketing and Management, 2(2), 59–61. https://doi.org/10.1016/j.jdmm.2013.05.004
Wang, G., Wang, X., & Huang, L. (2017). Feasibility of chitosan-alginate (Chi-Alg) hydrogel used as scaffold for neural tissue engineering: a pilot study in vitro. Biotechnology and Biotechnological Equipment, 31(4), 766–773. https://doi.org/10.1080/13102818.2017.1332493
Wijayanto, I., & Iriani, S. S. (2013). Pengaruh Citra Merek Terhadap Loyalitas Konsumen. Jurnal Ilmu Manajemen |, 1, 910–918.
Albert, J. B., Anton, G., Badhrees, I., Barbeau, P. S., Bayerlein, R., Beck, D., Belov, V., Breidenbach, M., Brunner, T., Cao, G. F., Cen, W. R., Chambers, C., Cleveland, B., Coon, M., Craycraft, A., Cree, W., Daniels, T., Danilov, M., Daugherty, S. J., … Ziegler, T. (2018). Search for Neutrinoless Double-Beta Decay with the Upgraded EXO-200 Detector. Physical Review Letters, 120(7), 72701. https://doi.org/10.1103/PhysRevLett.120.072701
Alireza Mosavi, S. (2012). A survey on the relationship between trust, customer loyalty, commitment and repurchase intention. African Journal of Business Management, 6(36), 10089–10098. https://doi.org/10.5897/ajbm11.2141
Anyadighibe, J., Festus, N., & Amaechi, J. (2014). Factors Influencing Banks’ Implementation and Consumers’ Acceptance of E-Banking of Selected Commercial Banks in Calabar, Cross River State, Nigeria. International Journal of Managerial Studies and Research, 2(9), 1–13. www.arcjournals.org
Arokiasamy, A. R. A., & Abdullah, A. G. (2013). Service Quality and Customer Satisfaction in the Cellular Telecommunication Service Provider in Malaysia. Journal of Arts, Science & Commerce, 6(2), 1–9. http://www.researchersworld.com/vol4/issue2/Paper_01.pdf
Aswan, A., Rijani, S., & Riza, Y. (2013). Shell Bed Identification of Kaliwangu Formation and its Sedimentary Cycle Significance, Sumedang, West Java. Indonesian Journal on Geoscience, 8(1), 1–11. https://doi.org/10.17014/ijog.v8i1.151
Bastian, D. A. (2014). Analisa Pengaruh Citra Merek (Brand Image) dan Kepercayaan Merek (Brand Trust) Terhadap Loyalitas Merek (Brand Loyalty) ADES PT. Ades Alfindo Putra Setia. Jurnal Manajemen Pemasaran Petra, 2(1), 1–9.
Cheema, S., & Javed, F. (2017a). The effects of corporate social responsibility toward green human resource management: The mediating role of sustainable environment. Cogent Business and Management, 4(1). https://doi.org/10.1080/23311975.2017.1310012
Cheema, S., & Javed, F. (2017b). The effects of corporate social responsibility toward green human resource management: The mediating role of sustainable environment. Cogent Business and Management, 4(1). https://doi.org/10.1080/23311975.2017.1310012
Chen, Q., Lu, Y., Gong, Y., & Xiong, J. (2023). Can AI chatbots help retain customers? Impact of AI service quality on customer loyalty. Internet Research. https://doi.org/10.1108/INTR-09-2021-0686
Chinomona, E., & Mofokeng, T. M. (2016). Impact of organisational politics on job dissatisfaction and turnover intention: An application of social exchange theory on employees working in Zimbabwean small and medium enterprises (SMEs). Journal of Applied Business Research, 32(3), 857–870. https://doi.org/10.19030/jabr.v32i3.9661
Edward, M., & Sahadev, S. (2011). Role of switching costs in the service quality, perceived value, customer satisfaction and customer retention linkage. Asia Pacific Journal of Marketing and Logistics, 23(3), 327–345. https://doi.org/10.1108/13555851111143240
Fatihudin, D. (2015). Metodologi Penelitian Untuk Ilmu Ekonomi, Manajemen, dan Akuntansi. In Zifatama Publisher (Vol. 1, Issue Metodologi Penelitian).
Gbenro, B. A., & Adetula, A. G. (2015). Dimensions of trust as predictors of willingness to share and use tacit knowledge among health workers in Nigeria. International Journal of Research Studies in Management, 4(2), 100–107. https://doi.org/10.5861/ijrsm.2015.1070
Hair, J. F., Anderson, R. E., Tatham, R. L., & Black, W. C. (2018). Multivariate Data Analysis, Multivariate Data Analysis. In Multivariate Data Analysis, Multivariate Data Analysis B2 - Multivariate Data Analysis, Multivariate Data Analysis (Vol. 87, Issue 4).
Heyns, M., & Rothmann, S. (2015). Dimensionality of trust: An analysis of the relations between propensity, trustworthiness and trust. SA Journal of Industrial Psychology, 41(1), 1–12. https://doi.org/10.4102/sajip.v41i1.1263
Holbrook, B., & Chaudhuri, A. (2001). The Chain of Effects from Brand Trust and Brand Affect to Brand Performance: The Role of Brand Loyalty. Journal of Marketing, 65(2), 81–93.
Ismanto, I., Hidayah, F., & Charisma, K. (2020). Pemodelan Proses Bisnis Menggunakan Business Process Modelling Notation (BPMN) (Studi Kasus Unit Penelitian Dan Pengabdian Kepada Masyarakat (P2KM) Akademi Komunitas Negeri Putra Sang Fajar Blitar). Briliant: Jurnal Riset Dan Konseptual, 5(1), 69. https://doi.org/10.28926/briliant.v5i1.430
Kanning, U. P., & Bergmann, N. (2009). Predictors of customer satisfaction: Testing the classical paradigms. Managing Service Quality: An International Journal, 19(4), 377–390. https://doi.org/10.1108/09604520910971511
Komulainen, S. (2007). The ambiguity of the child’s “voice” in social research. Childhood, 14(1), 11–28. https://doi.org/10.1177/0907568207068561
Kuada, J. (2016). Editorial. African Journal of Economic and Management Studies, 7(3), 290–294. https://doi.org/10.1108/AJEMS-06-2016-0088
Lim, X. J., Mohd Radzol, A. R. bt, Cheah, J.-H. (Jacky), & Wong, M. W. (2017). The Impact of Social Media Influencers on Purchase Intention and the Mediation Effect of Customer Attitude. Asian Journal of Business Research, 7(2), 18–36. https://doi.org/10.14707/ajbr.170035
Lumbantobing, S., Natalia, S., & Silalahi, H. S. M. P. (2011). Improving oil recovery and injection strategy in shallow reservoir (Rindu reservoir) of area 3&4 Duri steam flood. Society of Petroleum Engineers - SPE Asia Pacific Oil and Gas Conference and Exhibition 2011, 2, 1243–1252. https://doi.org/10.2118/147706-ms
Mafini, C., & Pooe, D. R. I. (2013). The relationship between employee satisfaction and organisational performance: Evidence from a South African government department. SA Journal of Industrial Psychology, 39(1), 1–9. https://doi.org/10.4102/sajip.v39i1.1090
Mishra, V., Patil, A., Thakur, S., & Kesharwani, P. (2018). Carbon dots: emerging theranostic nanoarchitectures. Drug Discovery Today, 23(6), 1219–1232. https://doi.org/10.1016/j.drudis.2018.01.006
Peden, J. F., Hopewell, J. C., Saleheen, D., Chambers, J. C., Hager, J., Soranzo, N., Collins, R., Danesh, J., Elliott, P., Farrall, M., Stirrups, K., Zhang, W., Hamsten, A., Parish, S., Lathrop, M., Watkins, H., Clarke, R., Deloukas, P., Kooner, J. S., … Anand, S. S. (2011). A genome-wide association study in Europeans and South Asians identifies five new loci for coronary artery disease. Nature Genetics, 43(4), 339–346. https://doi.org/10.1038/ng.782
Pratiwi, D. M., Saerang, D. P. E., & Tumewu, F. (2015). The Influence of Brand Image, Brand Trust and Customer Satisfaction on Brand Loyalty (Case of Samsung Smartphone). Jurnal Berkala Ilmiah Efisiensi, 15(5), 377–385.
Pura, M. (2005). Linking perceived value and loyalty in location-based mobile services. Managing Service Quality, 15(6), 509–538. https://doi.org/10.1108/09604520510634005
Raadik, T., Grossberg, M., Krustok, J., Kauk-Kuusik, M., Crovetto, A., Bolt Ettlinger, R., Hansen, O., & Schou, J. (2017). Temperature dependent photoreflectance study of Cu2SnS3 thin films produced by pulsed laser deposition. Applied Physics Letters, 110(26). https://doi.org/10.1063/1.4990657
Rinanda, S. (2013). Pengaruh Metode Simulasi Tanggap Bencana Alam terhadap Kemampuan Mitigasi pada Anak Tunagrahita Ringan di Kelas C/D VI SLB Perwari Padang. Jurnal Ilmiah Pendidikan Khusus, 1, 164–173.
Saputri, M. E. (2016). Pengaruh Perilaku Konsumen Terhadap Pembelian Online Produk Fashion Pada Zalora Indonesia. Jurnal Sosioteknologi, 15(2), 291–297. https://doi.org/10.5614/sostek.itbj.2016.15.02.11
Seiler, V., Rudolf, M., & Krume, T. (2013). The influence of socio-demographic variables on customer satisfaction and loyalty in the private banking industry. International Journal of Bank Marketing, 31(4), 235–258. https://doi.org/10.1108/IJBM-10-2012-0101
Sekaran & Bougie. (2016). International Standard Classification of Occupations (ISCO). Encyclopedia of Quality of Life and Well-Being Research, 3336–3336. https://doi.org/10.1007/978-94-007-0753-5_102084
Shao, C. L., Wu, H. X., Wang, C. Y., Liu, Q. A., Xu, Y., Wei, M. Y., Qian, P. Y., Gu, Y. C., Zheng, C. J., She, Z. G., & Lin, Y. C. (2011). Potent antifouling resorcylic acid lactones from the gorgonian-derived fungus cochliobolus lunatus. Journal of Natural Products, 74(4), 629–633. https://doi.org/10.1021/np100641b
Siu, N. Y. M., Zhang, T. J. F., & Yau, C. Y. J. (2013). The Roles of Justice and Customer Satisfaction in Customer Retention: A Lesson from Service Recovery. Journal of Business Ethics, 114(4), 675–686. https://doi.org/10.1007/s10551-013-1713-3
Söderlund, M., & Rosengren, S. (2008). Revisiting the smiling service worker and customer satisfaction. International Journal of Service Industry Management, 19(5), 552–574. https://doi.org/10.1108/09564230810903460
Srivastava, R. K., Greff, K., & Schmidhuber, J. (2015). Highway Networks. http://arxiv.org/abs/1505.00387
Trasorras, R., Weinstein, A., & Abratt, R. (2009). Value, satisfaction, loyalty and retention in professional services. Marketing Intelligence and Planning, 27(5), 615–632. https://doi.org/10.1108/02634500910977854
Wang, D., Li, X., & Li, Y. (2013). China’s “smart tourism destination” initiative: A taste of the service-dominant logic. Journal of Destination Marketing and Management, 2(2), 59–61. https://doi.org/10.1016/j.jdmm.2013.05.004
Wang, G., Wang, X., & Huang, L. (2017). Feasibility of chitosan-alginate (Chi-Alg) hydrogel used as scaffold for neural tissue engineering: a pilot study in vitro. Biotechnology and Biotechnological Equipment, 31(4), 766–773. https://doi.org/10.1080/13102818.2017.1332493
Wijayanto, I., & Iriani, S. S. (2013). Pengaruh Citra Merek Terhadap Loyalitas Konsumen. Jurnal Ilmu Manajemen |, 1, 910–918.
Published
2023-12-22
How to Cite
Muh Khasbara Rusli. (2023). PENGARUH PERCEIVED VALUE, SATISFACTION DAN TRUST BERPENGARUH TERHADAP LOYALTY. Journal of Social and Economics Research, 5(2), 634-644. https://doi.org/10.54783/jser.v5i2.167
Section
Articles
