DETERMINAN NILAI PELANGGAN SERTA IMPLIKASINYA TERHADAP LOYALITAS PELANGGAN (STUDI EMPIRIS PADA PELANGGAN PRODUK SUSU TINGGI KALSIUM DI CARREFOUR DKI JAKARTA)
Keywords:
Kualitas Produk, Harga, Promosi, Nilai Pelanggan, Loyalitas Pelanggan
Abstract
Penelitian ini bertujuan menganalisis pengaruh kualitas produk, harga, dan promosi terhadap nilai pelanggan serta dampaknya terhadap loyalitas pelanggan. Metode yang digunakan adalah survei deskriptif dan eksplanatori dengan 200 responden, dianalisis menggunakan SEM dengan Lisrel 8.80. Hasil penelitian menunjukkan bahwa kualitas produk, harga, dan promosi secara parsial maupun bersama-sama berpengaruh signifikan terhadap nilai pelanggan dengan R² sebesar 51%. Kualitas produk memiliki pengaruh paling dominan terhadap nilai pelanggan. Selain itu, kualitas produk, harga, promosi, dan nilai pelanggan secara bersama-sama juga memengaruhi loyalitas pelanggan dengan R² sebesar 55%, di mana nilai pelanggan memiliki pengaruh dominan. Penelitian ini menyimpulkan bahwa nilai pelanggan merupakan variabel mediasi penuh (full mediating) antara kualitas produk, harga, promosi, dan loyalitas pelanggan. Nilai pelanggan berperan penting dalam meningkatkan loyalitas pengguna produk susu tinggi kalsium di Carrefour DKI Jakarta. Variabel kualitas produk, harga, dan promosi secara bersama-sama membentuk persepsi nilai pelanggan yang pada akhirnya mendorong loyalitas pelanggan. Hasil ini memberikan implikasi bahwa peningkatan loyalitas pelanggan dapat dicapai dengan memperkuat kualitas produk, memberikan harga kompetitif, dan strategi promosi yang efektif.
References
Ababio and Yamoah, 2016, Effect of Advertising on the Brand Loyalty of Cosmetic Products among College Students, International Review of Management and Marketing Vol 6 No. 1.
Adel Pourdehghan, 2015, The impact of marketing mix elements on brand loyalty: A case study of mobile phone industry, AIMI Journals
Alfabeta
Alok Kumar Rai dan Medha Srivastava, Customer Loyalty Attributes: A Perspective, 2012, NMIMS Management Review Volume XXII October - November 2012
Amir HORTAMANI, Azarnoosh ANSARI dan Mohtaram AKBARI, 2013, Studying Impact of price Satisfaction on Loyalty: a Case Study in Electric Generating Plant Snowa, International Journal of Academic Research in Accounting, Finance and Management Sciences
Ananda dan Babu, 2014, Factors influencing consumer buying behavior with special reference to dairy products in pondicherry state, International Monthly Refereed Journal of Research In Management & Technology.
Armanu, Djumilah, dan Margono, 2013, The Role of Customer Value on Satisfaction and Loyalty (Study on Hypermart’s Customers), International Journal of Business and Management Invention.
Asghar Afshar Jahanshahi, Mohammad Ali Hajizadeh Gashti, Seyed Abbas Mirdamadi, Khaled Nawaser dan Seyed Mohammad Sadeq Khaksar, 2011, Study the Effects of Customer Service and Product Quality on Customer Satisfaction and Loyalty, International Journal of Humanities and Social Science
Assauri, Sofyan, 2004, Manajemen Pemasaran (Dasar, Konsep Dan Strategi), Jakarta, PT. Grafindo Persada.
Atalik dan Arslan, 2009, A Study to Determine the Effects of Customer Value on Customer Loyalty in Airline Companies Operating: Case of Turkish Air Travellers, International Journal of Business and Management.
Bahman, Belgheys, Seyede, 2013, Effect of Marketing Factors on Brand Relationship Equity and Affects the Customers’ Purchase Intention, Journal of Management Research.
Barnes, G. James. 2003, Secret of Customer Relationship Management (Terjemahan Andreas Winardi), Yogyakarta, Penerbit ANDI.
Carmina dan Carlos, 2006, Intrinsic and extrinsic quality attributes, loyalty and buying intention: an analysis for a PDO product, British Food Journal Vol. 108 No. 8, 2006 pp. 646-662.
Choy,Ng cheng dan Chng Huck, 2011, Consumers’ Perceived Quality, Perceived Value and Perceived Risk Towards Purchase Decision on Automobile, American Journal of Economics and Business Administration 3 (1): 47-57
Cravens, D dan Piercy, N, 2013, Strategic Marketing, Singapore, McGraw Hill..
Cravens, Hills, and Woodruff, 2002, Marketing Management, India, All India Traveller Book Seller.
Czinkota, Michael R. and Massaki Kotabe, 2001, Marketing Management, Cincinnati, USA, South-western College Publishing.
David dan Kim, 2012, Ladies’ purchase intention during retail shoes sales promotions, International Journal of Retail & Distribution Management Vol. 40 No. 2, 2012.
Dhanya Alex dan Sam Thomas, 2015, Impact of Product Quality, Service Quality and Contextual Experience on Customer Perceived Value and Future Buying Intentions, European Journal of Business and Management
Elham Hedayat Sokachaee dan Mohammadreza Babaei, 2014, Investigation of effective factors on brand loyalty in the customers of the mobile phone in the city of Bandar-e Anzali, International Journal of Business and Marketing
Eva Zhoriva Yususf dan Lesley Williams, 2007, Manajemen Pemasaran Studi Kasus Indonesia. Jakarta, PPM,.
Evis Kushi dan Elvira Tabaku, 2013, Service Quality, Customer Satisfaction, Perceived Value and Brand Loyalty, Academic Journal of Interdisciplinary Studies
Faryabi, Kousar, Mortaza, 2012, The Effect of Price Discounts and Store Image on Consumer’s Purchase Intention in Online Shopping Context Case Study: Nokia and HTC, Journal of Business Studies Quarterly 2012, Vol. 4, No. 1, pp. 197-205.
Ferdinand, 2002, Structural Equation Modelling dalam Penelitian Manajemen, Semarang, Undip
Francis Ofunya dan Kang’arua John, 2015, Factors Affecting Customer Loyalty of Supermarkets in Nyeri Town, Kenya, Journal of Marketing and Consumer Research
Frontier Consulting, 2016, Top Brand Award, Jakarta, Marketing Megazine.
Geeta, 2015, Brand Preference of Packed Milk A Study of Urban Consumers in Rohtak District, International Journal of Enhanced Research in Management & Computer Applications.
Ghozali, Imam, 2006, Aplikasi Analisis Multivariate Dengan Program SPSS, Semarang, Penerbit Undip.
Griffin, Jill. 2005, Customer Loyalty Menumbuhkan dan Mempertahankan Kesetiaan Pelanggan, Jakarta, Erlangga.
Guiltinan, Paul dan Madden. (2000). Marketing Management Strategies and Program. 6Th Edition, New Bakersfield, McGraw Hill.
Gu-Shin Tung, Chiung-Ju Kuo dan Yun-Ting Kuo, 2011, PROMOTION, SWITCHING BARRIERS, AND LOYALTY, Australian Journal of Business and Management Research.
Hair, J.F, 2006, Multivariate Data Analysis. Edisi 5, Jakarta, Gramedia Pustaka Utama
Hawkins D, Mothersbaugh D, 2010, Consumer Behavior: Building Marketing Strategy. New York City: McGraw-Hill.
Hermawan Kartajaya, 2003, Marketing In Venus, Jakarta, Gramedia Pustaka Utama
Hong-Youl Ha, John, Swinder, Siva, 2011, The effects of advertising spending on brand loyalty in services, European Journal of Marketing Vol. 45 No. 4.
Hortamani, Ansari, Akbari, 2013, Studying Impact of price Satisfaction on Loyalty: a Case Study in Electric Generating Plant Snowa, International Journal of Academic Research in Accounting, Finance and Management Sciences Vol 3 No. 4.
http://www.depkes.go.id, 2017, Data dan Kondisi Penyakit Osteoporosis di Indonesia Kementerian Kesehatan Republik Indonesia.
J Paul and Donnelly Jr, James H, 2004, Marketing Management Knowledge and Skills ,USA. Penerbit : Mc.Graw-Hill.
Jamshid, Masoud, dan Maryam, 2016, Identifying the Effective Factors n Brand Equity from Consumers Perspective Using Aaker Model: A Case of Tehran Dairy Products, International Journal of Business and Management; Vol. 11, No. 4.
Joseph dan Seema, 2016, A Study on Improving The Market Share of Milma Milk With Special Reference to Customer Satisfaction and Dealer Satisfaction, Kerala, International Journal of Business and Management Invention.
Juha Munnukka, 2008, Customers’ purchase intentions as a reflection of price perception, Journal of Product & Brand Management 17/3 (2008) 188–196.
Justin, Ryan, Tamsin dan Melissa, 2013, The influence of perceived product quality, relative price and risk on customer value and willingness to buy: a study of private label merchandise, Journal of Product & Brand Management 22/3 (2013) 218–228.
K, Naresh, Malhotra, 2009, Riset Pemasaran Pendekatan Terapan, Edisi 14 jilid 1, Jakarta , PT Indeks.
Kenneth dan David, 2007, Multiple unit price promotions and their effects on quantity purchase intentions, Journal of Retailing 83 (4, 2007) 411–421.
Kotler dan Amstrong, 2004, Prinsip-prinsip Marketing, Edisi Ketujuh, Jakarta, Penerbit Salemba Empat.
Kotler, Philip, Thomas Hayes, dan Bloom Paul N. 2002, Marketing Professional Service, New York, Prentice Hall International Press
Kotler, 2009, Manajemen Pemasaran Edisi 13. Jakarta, Erlangga.
Kotler, 2013, Manajemen Pemasaran. Edisi 17 Jakarta, Erlangga.
Kotler, Kevin Lane Keller ,2013, Marketing Management Edisi 16, Jakarta, Erlangga.
Laksana, 2008, Manajemen Pemasaran, Yogyakarta, Graha Ilmu.
Lech, 2006, Determinants of customer satisfaction on the markets of selected dairy products, Polish journal of food and nutrition sciences.
Lemeshow 1990, Sampel Size Determination in Health Studies a Practical Manual. Geneva, World Health Organization.
Majalah SWA, 2016, Indonesian Customer Satisfaction Award (ICSA).
Malhotra, N.K, 2009, Riset Pemasaran: Pendekatan Terapan, Jakarta, Indeks.
May, Nguyen, Vu Ai Hoa, Truong, 2016, The Effect of Television Commercials on Customers’ Loyalty A Mediation Analysis of Brand Awareness, International Journal of Trade, Economics and Finance, Vol. 7.
Mohammad Faryabi, Fatemeh Kaviani dan Hadi Yasrebdoost, The relationship between Customer Perceived Value and Customers Satisfaction The Banking Industry in Iran, 2012, Australian Journal of Basic and Applied Sciences
Monika Kukar Kinney, Nancy M. Ridgway, Kent B. Monroe, 2012, The Role of Price in the Behaviour and purchase Decisions of Compulsive Buyers, Journal of Retailing 88 (1,2012) 63-71
Monroe. 2005. Pricing Making Profitable Decision, New York, The McGraw-Hill Companies, Inc.
Moosa and Hassan, 2015, Customer Perceived Values Associated with Automobile and Brand Loyalty, International Journal of Accounting, Business and Management, 3(1), 99-115
Mullins, John.W. and Walker, Orville.C. 2013, Marketing management A strategic Decision–Making Approach, 8th edition. New York: McGraw Hill.
Murshid, M,A., Halim, M, dan Osman, 2014, Marketing Mix Strategy and Physicians’ Satisfaction: A Mediation Effect of Perceived Value in the Pharmaceutical industry in Yemen, IOSR Journal Of Humanities And Social Science
Nadia Hanum Amiruddin, 2013, PRICE, SERVICE QUALITY AND CUSTOMER LOYALTY: A CASE OF AIR ASIA, South East Asia Journal of Contemporary Business, Economics and Law
Nanle, Dele dan Sydney, 2015, Effect of Marketing Strategy on Customer Loyalty in the Nigerian Oil and Gas Industry: The Mediating Role of Consumer Perceived Value, International Journal of Investment Management and Financial Innovations.
Njoku, Onwumere, Agodi, 2015, Evaluation Of The Determinants Of Brand Loyalty Of Selected Milk Products In Abia State, Nigeria, Researchjournali’s Journal of Marketing.
Oliver, Richard L, 2008, Satisfaction, A behaviour Perspective on The Customer, New York, Mc Graw Hill. Companies Inc.
Olson, Peter, J. Paul dan Jerry C, 2003. Consumer Behavior Perilaku konsumen dan Strategi Pemasaran Jilid 2 Edisi 4, Jakarta, Erlangga.
Oyeniyi Omotayo, 2011, Sales Promotion and Consumer Loyalty: A Studyof Nigerian Tecommunication Industry, Journal of Competitiveness
Özlem Atalık dan Melike Arslan, 2009, A Study to Determine the Effects of Customer Value on Customer Loyalty in Airline Companies Operating: Case of Turkish Air Travellers, International Journal of Business and Management
Patrali dan John, 2010, Customized online promotions: moderating effect of promotion type on deal value, perceived fairness, and purchase intent, Journal of applied business research Jul/Aug 2010: 26, 4, ABI/INFORM Research.
Peter Halim, Bambang Swasto, Djamhur Hamid dan M. Riza Firdaus, 2014, The Influence of Product Quality, Brand Image, and Quality of Service to Customer Trust and Implication on Customer Loyalty (Survey on Customer Brand Sharp Electronics Product at the South Kalimantan Province), European Journal of Business and Management.
Rashid Saeed, Fareeha Nisar, Rab Nawaz Lodhi, Moeed Ahmad dan Hafiz Muhammad Arshad, 2013, Impact of Sales Promotion on the Consumer Loyalty in the Telecommunication Industry in Pakistan, Journal of Basic and Applied Scientific Research.
Ratih Hurriyati, 2005, Bauran Pemasaran dan Loyalitas Konsumen, Bandung
Reena, 2016, Impact of brand awareness on consumer/brand loyalty:a study of packaged milk brands in surat city, gujarat, International journal of research in computer application & management.
Reichheld, F.F, 1996, The Loyalty Effect, Boston MA, Harvard Business School
Renata, 2016, Behavior of agents at food market, especially asymmetric information on the Dairy Market, Journal of Applied Economics and Business Research.
Reza, Fareydoon, 2015, The Relationship between Brand Identity with Brand Loyalty regard to the Mediating Role of Perceived Value of the Brand, Brand Trust, and Customer Satisfaction of Brand (Case Study: Dairy Sabah Company), International Research Journal of Management Sciences. Vol., 3 (Special, 2).
Robinette, Scott & Claire Brand, 2001, Emotion Marketing, USA, McGraw Hill.
Rogers, Peppers and Don, 2004, Managing Customer Relationships: A Strategic Framework, New Jersey: John Wiley & Sons, Inc
Schiffman dan Kanuk, 2008, Perilaku konsumen. Edisi 7. Jakarta, PT. Indeks.
Selnes, Fred (2005), An Examination of the Effect of Product Performance on Brand Reputation, Satisfaction and Loyalty, European Journal of Marketing, Vol.27, No 9
Seyede Azam Hosseini, Narges Delafrooz dan Mehdi Fadaei, 2014, INVESTIGATING THE EFFECTS OF BRAND IDENTITY ON CUSTOMER LOYALTY, Indian Journal of Fundamental and Applied Life Sciences
Shun Yin Lam, Venkatesh Shankar, M. Krishna Erramilli dan Bvsan Murthy, 2004, Customer Value, Satisfaction, Loyalty, and Switching Costs: An Illustration From a Business-to-Business Service Context, Journal of the Academy of Marketing Science
Stanton, William J. (2002). Fundamentals of Marketing, Singapore, McGraw Hill.
Stevenson W. J., 2005, Operations Management, Eighth Ed, USA, McGraw-Hill.
Sugiyono, 2010, Metode Penelitian Kuantitatif Kualitatif & RND, Bandung, Alfabeta.
Tien. T, 2011, Sales Promotion and Comsumer Loyalty, Journal of Competitivenes
Tinik Sugiati, Armanu Thoyib, Djumilah Hadiwidjoyo dan Margono Setiawan, 2013, The Role of Customer Value on Satisfaction and Loyalty (Study on Hypermart’s Customers), International Journal of Business and Management Invention
Tjiptono, 2008, Pemasaran Strategik. Edisi Pertama, Yogyakarta, Andi,.
Trilochan, 2013, A Study on Retailer Role in Selected Dairy Industries, Global Journal of Management and Business Research Marketing Volume 13.
Yi-Chih Lee, Wei-Li Wu, Yang-Chu Lin, Chia-Ko Lee, 2014, the effect of word-of-mouth, knowledge, and promotions on purchase intention of medical cosmetics, The International Journal of Organizational Innovation Vol 6 Num 3 January 2014.
Yoo, B, 2008, Cross-national invariance of the effect of personal collectivistic orientation on brand loyalty and equity: The United States versus South Korean consumers. Asia Pacific Journal of Marketing & Logistics.
Zeithaml, Valarie A and Bitner, 2000, Service Marketing 2nd edition Integrating Customer Focus, New York, McGraw-Hill Inc.
Zohaib et al. (2014). Effect of brand trust and customer satisfaction on brand loyalty in Bahawalpur, Journal of Sociological Research, Vol. 5, No.1.
Adel Pourdehghan, 2015, The impact of marketing mix elements on brand loyalty: A case study of mobile phone industry, AIMI Journals
Alfabeta
Alok Kumar Rai dan Medha Srivastava, Customer Loyalty Attributes: A Perspective, 2012, NMIMS Management Review Volume XXII October - November 2012
Amir HORTAMANI, Azarnoosh ANSARI dan Mohtaram AKBARI, 2013, Studying Impact of price Satisfaction on Loyalty: a Case Study in Electric Generating Plant Snowa, International Journal of Academic Research in Accounting, Finance and Management Sciences
Ananda dan Babu, 2014, Factors influencing consumer buying behavior with special reference to dairy products in pondicherry state, International Monthly Refereed Journal of Research In Management & Technology.
Armanu, Djumilah, dan Margono, 2013, The Role of Customer Value on Satisfaction and Loyalty (Study on Hypermart’s Customers), International Journal of Business and Management Invention.
Asghar Afshar Jahanshahi, Mohammad Ali Hajizadeh Gashti, Seyed Abbas Mirdamadi, Khaled Nawaser dan Seyed Mohammad Sadeq Khaksar, 2011, Study the Effects of Customer Service and Product Quality on Customer Satisfaction and Loyalty, International Journal of Humanities and Social Science
Assauri, Sofyan, 2004, Manajemen Pemasaran (Dasar, Konsep Dan Strategi), Jakarta, PT. Grafindo Persada.
Atalik dan Arslan, 2009, A Study to Determine the Effects of Customer Value on Customer Loyalty in Airline Companies Operating: Case of Turkish Air Travellers, International Journal of Business and Management.
Bahman, Belgheys, Seyede, 2013, Effect of Marketing Factors on Brand Relationship Equity and Affects the Customers’ Purchase Intention, Journal of Management Research.
Barnes, G. James. 2003, Secret of Customer Relationship Management (Terjemahan Andreas Winardi), Yogyakarta, Penerbit ANDI.
Carmina dan Carlos, 2006, Intrinsic and extrinsic quality attributes, loyalty and buying intention: an analysis for a PDO product, British Food Journal Vol. 108 No. 8, 2006 pp. 646-662.
Choy,Ng cheng dan Chng Huck, 2011, Consumers’ Perceived Quality, Perceived Value and Perceived Risk Towards Purchase Decision on Automobile, American Journal of Economics and Business Administration 3 (1): 47-57
Cravens, D dan Piercy, N, 2013, Strategic Marketing, Singapore, McGraw Hill..
Cravens, Hills, and Woodruff, 2002, Marketing Management, India, All India Traveller Book Seller.
Czinkota, Michael R. and Massaki Kotabe, 2001, Marketing Management, Cincinnati, USA, South-western College Publishing.
David dan Kim, 2012, Ladies’ purchase intention during retail shoes sales promotions, International Journal of Retail & Distribution Management Vol. 40 No. 2, 2012.
Dhanya Alex dan Sam Thomas, 2015, Impact of Product Quality, Service Quality and Contextual Experience on Customer Perceived Value and Future Buying Intentions, European Journal of Business and Management
Elham Hedayat Sokachaee dan Mohammadreza Babaei, 2014, Investigation of effective factors on brand loyalty in the customers of the mobile phone in the city of Bandar-e Anzali, International Journal of Business and Marketing
Eva Zhoriva Yususf dan Lesley Williams, 2007, Manajemen Pemasaran Studi Kasus Indonesia. Jakarta, PPM,.
Evis Kushi dan Elvira Tabaku, 2013, Service Quality, Customer Satisfaction, Perceived Value and Brand Loyalty, Academic Journal of Interdisciplinary Studies
Faryabi, Kousar, Mortaza, 2012, The Effect of Price Discounts and Store Image on Consumer’s Purchase Intention in Online Shopping Context Case Study: Nokia and HTC, Journal of Business Studies Quarterly 2012, Vol. 4, No. 1, pp. 197-205.
Ferdinand, 2002, Structural Equation Modelling dalam Penelitian Manajemen, Semarang, Undip
Francis Ofunya dan Kang’arua John, 2015, Factors Affecting Customer Loyalty of Supermarkets in Nyeri Town, Kenya, Journal of Marketing and Consumer Research
Frontier Consulting, 2016, Top Brand Award, Jakarta, Marketing Megazine.
Geeta, 2015, Brand Preference of Packed Milk A Study of Urban Consumers in Rohtak District, International Journal of Enhanced Research in Management & Computer Applications.
Ghozali, Imam, 2006, Aplikasi Analisis Multivariate Dengan Program SPSS, Semarang, Penerbit Undip.
Griffin, Jill. 2005, Customer Loyalty Menumbuhkan dan Mempertahankan Kesetiaan Pelanggan, Jakarta, Erlangga.
Guiltinan, Paul dan Madden. (2000). Marketing Management Strategies and Program. 6Th Edition, New Bakersfield, McGraw Hill.
Gu-Shin Tung, Chiung-Ju Kuo dan Yun-Ting Kuo, 2011, PROMOTION, SWITCHING BARRIERS, AND LOYALTY, Australian Journal of Business and Management Research.
Hair, J.F, 2006, Multivariate Data Analysis. Edisi 5, Jakarta, Gramedia Pustaka Utama
Hawkins D, Mothersbaugh D, 2010, Consumer Behavior: Building Marketing Strategy. New York City: McGraw-Hill.
Hermawan Kartajaya, 2003, Marketing In Venus, Jakarta, Gramedia Pustaka Utama
Hong-Youl Ha, John, Swinder, Siva, 2011, The effects of advertising spending on brand loyalty in services, European Journal of Marketing Vol. 45 No. 4.
Hortamani, Ansari, Akbari, 2013, Studying Impact of price Satisfaction on Loyalty: a Case Study in Electric Generating Plant Snowa, International Journal of Academic Research in Accounting, Finance and Management Sciences Vol 3 No. 4.
http://www.depkes.go.id, 2017, Data dan Kondisi Penyakit Osteoporosis di Indonesia Kementerian Kesehatan Republik Indonesia.
J Paul and Donnelly Jr, James H, 2004, Marketing Management Knowledge and Skills ,USA. Penerbit : Mc.Graw-Hill.
Jamshid, Masoud, dan Maryam, 2016, Identifying the Effective Factors n Brand Equity from Consumers Perspective Using Aaker Model: A Case of Tehran Dairy Products, International Journal of Business and Management; Vol. 11, No. 4.
Joseph dan Seema, 2016, A Study on Improving The Market Share of Milma Milk With Special Reference to Customer Satisfaction and Dealer Satisfaction, Kerala, International Journal of Business and Management Invention.
Juha Munnukka, 2008, Customers’ purchase intentions as a reflection of price perception, Journal of Product & Brand Management 17/3 (2008) 188–196.
Justin, Ryan, Tamsin dan Melissa, 2013, The influence of perceived product quality, relative price and risk on customer value and willingness to buy: a study of private label merchandise, Journal of Product & Brand Management 22/3 (2013) 218–228.
K, Naresh, Malhotra, 2009, Riset Pemasaran Pendekatan Terapan, Edisi 14 jilid 1, Jakarta , PT Indeks.
Kenneth dan David, 2007, Multiple unit price promotions and their effects on quantity purchase intentions, Journal of Retailing 83 (4, 2007) 411–421.
Kotler dan Amstrong, 2004, Prinsip-prinsip Marketing, Edisi Ketujuh, Jakarta, Penerbit Salemba Empat.
Kotler, Philip, Thomas Hayes, dan Bloom Paul N. 2002, Marketing Professional Service, New York, Prentice Hall International Press
Kotler, 2009, Manajemen Pemasaran Edisi 13. Jakarta, Erlangga.
Kotler, 2013, Manajemen Pemasaran. Edisi 17 Jakarta, Erlangga.
Kotler, Kevin Lane Keller ,2013, Marketing Management Edisi 16, Jakarta, Erlangga.
Laksana, 2008, Manajemen Pemasaran, Yogyakarta, Graha Ilmu.
Lech, 2006, Determinants of customer satisfaction on the markets of selected dairy products, Polish journal of food and nutrition sciences.
Lemeshow 1990, Sampel Size Determination in Health Studies a Practical Manual. Geneva, World Health Organization.
Majalah SWA, 2016, Indonesian Customer Satisfaction Award (ICSA).
Malhotra, N.K, 2009, Riset Pemasaran: Pendekatan Terapan, Jakarta, Indeks.
May, Nguyen, Vu Ai Hoa, Truong, 2016, The Effect of Television Commercials on Customers’ Loyalty A Mediation Analysis of Brand Awareness, International Journal of Trade, Economics and Finance, Vol. 7.
Mohammad Faryabi, Fatemeh Kaviani dan Hadi Yasrebdoost, The relationship between Customer Perceived Value and Customers Satisfaction The Banking Industry in Iran, 2012, Australian Journal of Basic and Applied Sciences
Monika Kukar Kinney, Nancy M. Ridgway, Kent B. Monroe, 2012, The Role of Price in the Behaviour and purchase Decisions of Compulsive Buyers, Journal of Retailing 88 (1,2012) 63-71
Monroe. 2005. Pricing Making Profitable Decision, New York, The McGraw-Hill Companies, Inc.
Moosa and Hassan, 2015, Customer Perceived Values Associated with Automobile and Brand Loyalty, International Journal of Accounting, Business and Management, 3(1), 99-115
Mullins, John.W. and Walker, Orville.C. 2013, Marketing management A strategic Decision–Making Approach, 8th edition. New York: McGraw Hill.
Murshid, M,A., Halim, M, dan Osman, 2014, Marketing Mix Strategy and Physicians’ Satisfaction: A Mediation Effect of Perceived Value in the Pharmaceutical industry in Yemen, IOSR Journal Of Humanities And Social Science
Nadia Hanum Amiruddin, 2013, PRICE, SERVICE QUALITY AND CUSTOMER LOYALTY: A CASE OF AIR ASIA, South East Asia Journal of Contemporary Business, Economics and Law
Nanle, Dele dan Sydney, 2015, Effect of Marketing Strategy on Customer Loyalty in the Nigerian Oil and Gas Industry: The Mediating Role of Consumer Perceived Value, International Journal of Investment Management and Financial Innovations.
Njoku, Onwumere, Agodi, 2015, Evaluation Of The Determinants Of Brand Loyalty Of Selected Milk Products In Abia State, Nigeria, Researchjournali’s Journal of Marketing.
Oliver, Richard L, 2008, Satisfaction, A behaviour Perspective on The Customer, New York, Mc Graw Hill. Companies Inc.
Olson, Peter, J. Paul dan Jerry C, 2003. Consumer Behavior Perilaku konsumen dan Strategi Pemasaran Jilid 2 Edisi 4, Jakarta, Erlangga.
Oyeniyi Omotayo, 2011, Sales Promotion and Consumer Loyalty: A Studyof Nigerian Tecommunication Industry, Journal of Competitiveness
Özlem Atalık dan Melike Arslan, 2009, A Study to Determine the Effects of Customer Value on Customer Loyalty in Airline Companies Operating: Case of Turkish Air Travellers, International Journal of Business and Management
Patrali dan John, 2010, Customized online promotions: moderating effect of promotion type on deal value, perceived fairness, and purchase intent, Journal of applied business research Jul/Aug 2010: 26, 4, ABI/INFORM Research.
Peter Halim, Bambang Swasto, Djamhur Hamid dan M. Riza Firdaus, 2014, The Influence of Product Quality, Brand Image, and Quality of Service to Customer Trust and Implication on Customer Loyalty (Survey on Customer Brand Sharp Electronics Product at the South Kalimantan Province), European Journal of Business and Management.
Rashid Saeed, Fareeha Nisar, Rab Nawaz Lodhi, Moeed Ahmad dan Hafiz Muhammad Arshad, 2013, Impact of Sales Promotion on the Consumer Loyalty in the Telecommunication Industry in Pakistan, Journal of Basic and Applied Scientific Research.
Ratih Hurriyati, 2005, Bauran Pemasaran dan Loyalitas Konsumen, Bandung
Reena, 2016, Impact of brand awareness on consumer/brand loyalty:a study of packaged milk brands in surat city, gujarat, International journal of research in computer application & management.
Reichheld, F.F, 1996, The Loyalty Effect, Boston MA, Harvard Business School
Renata, 2016, Behavior of agents at food market, especially asymmetric information on the Dairy Market, Journal of Applied Economics and Business Research.
Reza, Fareydoon, 2015, The Relationship between Brand Identity with Brand Loyalty regard to the Mediating Role of Perceived Value of the Brand, Brand Trust, and Customer Satisfaction of Brand (Case Study: Dairy Sabah Company), International Research Journal of Management Sciences. Vol., 3 (Special, 2).
Robinette, Scott & Claire Brand, 2001, Emotion Marketing, USA, McGraw Hill.
Rogers, Peppers and Don, 2004, Managing Customer Relationships: A Strategic Framework, New Jersey: John Wiley & Sons, Inc
Schiffman dan Kanuk, 2008, Perilaku konsumen. Edisi 7. Jakarta, PT. Indeks.
Selnes, Fred (2005), An Examination of the Effect of Product Performance on Brand Reputation, Satisfaction and Loyalty, European Journal of Marketing, Vol.27, No 9
Seyede Azam Hosseini, Narges Delafrooz dan Mehdi Fadaei, 2014, INVESTIGATING THE EFFECTS OF BRAND IDENTITY ON CUSTOMER LOYALTY, Indian Journal of Fundamental and Applied Life Sciences
Shun Yin Lam, Venkatesh Shankar, M. Krishna Erramilli dan Bvsan Murthy, 2004, Customer Value, Satisfaction, Loyalty, and Switching Costs: An Illustration From a Business-to-Business Service Context, Journal of the Academy of Marketing Science
Stanton, William J. (2002). Fundamentals of Marketing, Singapore, McGraw Hill.
Stevenson W. J., 2005, Operations Management, Eighth Ed, USA, McGraw-Hill.
Sugiyono, 2010, Metode Penelitian Kuantitatif Kualitatif & RND, Bandung, Alfabeta.
Tien. T, 2011, Sales Promotion and Comsumer Loyalty, Journal of Competitivenes
Tinik Sugiati, Armanu Thoyib, Djumilah Hadiwidjoyo dan Margono Setiawan, 2013, The Role of Customer Value on Satisfaction and Loyalty (Study on Hypermart’s Customers), International Journal of Business and Management Invention
Tjiptono, 2008, Pemasaran Strategik. Edisi Pertama, Yogyakarta, Andi,.
Trilochan, 2013, A Study on Retailer Role in Selected Dairy Industries, Global Journal of Management and Business Research Marketing Volume 13.
Yi-Chih Lee, Wei-Li Wu, Yang-Chu Lin, Chia-Ko Lee, 2014, the effect of word-of-mouth, knowledge, and promotions on purchase intention of medical cosmetics, The International Journal of Organizational Innovation Vol 6 Num 3 January 2014.
Yoo, B, 2008, Cross-national invariance of the effect of personal collectivistic orientation on brand loyalty and equity: The United States versus South Korean consumers. Asia Pacific Journal of Marketing & Logistics.
Zeithaml, Valarie A and Bitner, 2000, Service Marketing 2nd edition Integrating Customer Focus, New York, McGraw-Hill Inc.
Zohaib et al. (2014). Effect of brand trust and customer satisfaction on brand loyalty in Bahawalpur, Journal of Sociological Research, Vol. 5, No.1.
Published
2025-03-25
How to Cite
Irawan Budi Utomo. (2025). DETERMINAN NILAI PELANGGAN SERTA IMPLIKASINYA TERHADAP LOYALITAS PELANGGAN (STUDI EMPIRIS PADA PELANGGAN PRODUK SUSU TINGGI KALSIUM DI CARREFOUR DKI JAKARTA). Journal of Social and Economics Research, 6(2), 1292–1309. https://doi.org/10.54783/jser.v6i2.755
Section
Articles
