PERAN KEPUASAN DAN KEPERCAYAAN DALAM MEMEDIASI PENGARUH BAURAN PEMASARAN TERHADAP LOYALITAS KONSUMEN PADA PT BINTANG MAS INDONESIA
Abstract
The purpose of this research was to analyze the impact of marketing mix to customer loyalty with satisfaction and trust as mediating variable at Bintang Mas Indonesia. Data were gathered by distributing questionnaire to 112 respondents with purposive sampling. To analysis the data, this research used Strusctural Equation Modelling (SEM). The result of this analysis showed that marketing mix had positive significant effect to satisfaction, marketing mix had positive significant effect to loyalty, satisfaction had positive significant effect to trust, satisfaction had positive significant effect to loyalty, and trust had not positive significant effect to loyalty.
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Basu, Swastha. 1999. Azas-Azas Marketing. Edisi III. Yogyakarta: Liberty
Bowen, Jhon T.; Chen, Shiang-Lin. 2001. Relationship Between Customer loyalty and Customer Satisfaction.. International Journal of Contemporary Hospitals Management, Vol. 13 No.15, pp. 213-217.
Fandy Tjiptono. 2008. Strategi Pemasaran. Edisi Tiga. Jogjakarta: Andi Offset
Husein, Umar. 2005. Riset Pemasaran dan Perilaku Konsumen. Jakarta: PT Gramedia Pustaka Utama.
Imam Ghozali. 2006. Aplikasi Analisis Multivariate dengan program SPSS. Semarang: Badan Penerbit UNDIP
Kiyani, Talat.M et al. 2012. The Relationship Between Brand Trust, Customer Satisfaction, and Customer Loyalty (Evidence from Automobile Sector of Pakistan). Journal of Contemporary Research in Business. Vol 4 No. 1
Kotler, Philip. 2009. Manajemen Pemasaran. Edisi 13. Jakarta: Erlangga.
Kotler, P dan Amstrong. 2009. Prinsip-Prinsip Pemasaran. Jakarta: Erlangga
Lovelock, Christhopher H. 2001. Classifying Service to Gain Strategic Marketing Insight. Journal of Marketing. 58(3): 20-38.
Moorgan, R.M dan Sheldy D. Hunt. 1994. The Commitment-Trust Theory of Relationship Marketing. Journal of Marketing. Vol 58 pp.20-38.
Mowen dan Minor. 2002. Perilaku Konsumen. Jilid 1. Edisi Kelima. Jakarta: Erlangga.
Nastiti, Ani dan Soebari Martoadmodjo. 2007. Modeling Bank Customer Satisfaction Through Mediation of Attitude Towards Human and Automated Banking. International Journal of Bank Marketing. Vol 16 Num.3 pp, 124-134.
Nurul Widyawati. 2006. Pengaruh Kepercayaan dan Komitmen serta bauran Pemasaran Jasa Terhadap Loyalitas Konsumen Di Hotel Zakiah Medan. Jurnal Ekuitas. Vol 12 No 1 pp.72-93.
Oesman, Yavis M. 2010. Sukses Mengelola Marketing Mix, CRM, Customer Value, dan Customer Dependency (Kasus pada Pemasaran Shopping Centre). Bandung: Alfabeta.
Oliver, Richard, L. 1997. Satisfaction: A Behavioral Perspective on the Consumer. Mc Graw Hill, Inc.
Sarwono, Jonathan. 2006. Analisis Data Penelitian Menggunakan SPSS. Yogyakarta: Andi offset.
Shammout, A.B. 2007. Evaluating And Extended Relationship Marketing Model For Arab Guets Of Five-Star Hotels. Published Doctor Of Business And Law Victoria University.
Sri Vandayuli. 2009. Pengaruh Ikatan Hubungan Terhadap Kesetiaan Pelanggan. Media Riset Bisnis Dan Manajemen. Vol.9 No.1. pp 69-90
Sugiyono. 2002. Metode Penelitian Bisnis. Bandung: CV. Alvabeta.
Sumarwan, U. 2003. Perilaku Konsumen: Teori dan Penerapannya Dalam Pemasaran. Cetakan Pertama. Jakarta: PT Ghalia Indonesia.
Thorsten, Henning-Thurou; Giwinner, Kevin P.; Gremier, Dwayne D. 2002. Understanding Relationship Marketing Outcomes. Journal of Services Research. Vol. 4 pp. 230-297.
Winahyuningsih, Panca. 2010. Pengaruh Kepercayaan dan Kualitas Pelayanan terhadap Kepuasan Konsumen pada Hotel Griptha Kudus. ISSN:1979-6889
Published
2016-05-31
How to Cite
EDIYANTO, Ediyanto.
PERAN KEPUASAN DAN KEPERCAYAAN DALAM MEMEDIASI PENGARUH BAURAN PEMASARAN TERHADAP LOYALITAS KONSUMEN PADA PT BINTANG MAS INDONESIA.
Growth, [S.l.], v. 14, n. 1, p. 41-58, may 2016.
ISSN 0215-1030. Available at: <https://unars.ac.id/ojs/index.php/growth-journal/article/view/83>. Date accessed: 07 july 2024.
Section
Articles
