LOYALITAS KONSUMEN
DOI:
https://doi.org/10.30651/blc.v4i01.715Abstrak
Industrial organizations which a mature stage, which deal with the limited prospects in keeping a high development number (Jarvis &Mayo, 1986) look for a way which they can use to prevent their market. One of the strategies which is identified has a connection with the consumen-supplier relation concept, in which the loyality programs are considered as the most important aspect (Palmer, 1994) In adopting the loyality programs, the companiy’s main focus is not for getting new consumens, but for getting the remained consumens’s loyality, and in the end, for increasing the relation of supplier and consumens (Zeitham/Bitner, 1996). This study discuss the definition, usage & loyality dimention.
Referensi
Anderson, E. W., Fornell, C., & Lehmann, D. R. 1994. Customer satisfaction, market share and profitability: Finding from Sweden. Journal of Marketing, 58 : 53-66.
Andreassen, T. W., & Lindestad, B. 1998. Customer loyalty and complex service. International Journal of Service Industriy Management. 9: 7-23.
Angelo, R. M., & Vladimir, A. N. 1991. Hospitaly Today: An Introduction. Educational Institute, American Hotel & Motel Association.Michigan.
Arbucle, J. L. 1997. Amos User’s Guide Version 4.1. Chicago, Smallwaters Corporation.
Badan pusat statistik. 2000. Tingkat Penghunian Kamar Hotel, Yogyakarta.
Barsky, J. D. 1992. Customer satisfaction in the hotel industry: measurement and meaning. Cornell H. R. A. Quarterly, 7: 20-41.
Barsky, J. D., & Huxley, S. J. 1992. A cutomer-survey tool: using the quality sample. Cornell H. R. A. Quarterly, 12: 18-25.
Barsky, J. D., & Labagh, R. 1992. A strategy for customer satisfaction. The Cornell H. R. A Quarterly, 10: 32-49.
Bhote, K. R. 1995. It’s customer loyalty, stupid: nurturing and measuring what really matters. National Productivity Review, Summer. 39-59.
Bhote, K. R. 1996. Beyond Customer Satisfaction to Customer Loyalty, AMA Manegement Briefing, New York.
Bitner, M. J. 1992. Servicescapes: the impact of physical surrounding on customers and employees. Journal of Marketing, 56: 57-71.
Bowen, J., & Shoemaker, S. 1998. Loyalty: a strategic commitment. Cornell H. R. A. Quarterly, 2 : 12-25.
Brown, T. J., & Dacin, P. A. 1997. The company and the product: corporate associations and consumer product responses. Journal of Marketing, 61: 68-84.
Brymer, R. A. 1998. Introduction to Hotel and restaurant management: A Book of Readings, 5th Edition, Kendall/Hunt, Iowa.
Callan, R. J. 1994. Development of a framework for the determination of attributes used for hotel selection-indication from focus group and in – depth review. Hospitality Research Journal, 18: 53-74.
Carman, J. M. 1990. Consumer perceptions of service quality: an assessment of the servqual dimensions. Journal of Retailing, 66 : 33-55.
Chruchill, G. A., & Suprenant, C. 1982. An investigation into the determinants of customer satisfaction. Journal of Marketing Reseach, XIX 11: 491-504.
Coakes, S., & Steed, L. 1997. SPSS: Analysis without Anguish, John Willey & Son, Brisbane.
Cohen, J., & Cohen, P. 1983. Applied Multiple Regression/Correlation Analysis for the Behavioural Sciences, 2nd Edition, Lawrence Erlbaum Associated, Inc.
Connel, J. 1992. Branding hotel portfolios. International Journal of Contemporary Hospitality Management, 4: 1, 26-32.
Cronin, J. J. Jr., & Taylor, S. A. 1992. Measuring service quality: a reexamination and extension. Journal of Marketing, 56: 55-68.
Cronin, J. J. Jr., & Taylor, S. A. 1992. SERVPERF versus SERQUAL reconciling performance-based and perception-minus-expentation measurement of service Qquality. Journal of Marketing, 58: 1, 125-31.
Dahaner, P. J. 1995. Research in customer satisfaction: methodological and measurement issues. New Zealand Journal of Business, 17: 2, 33-45.
Dahaner, P. J., & Matteson, J. 1994. Customer satisfaction during the service delivery process. European Journal of Marketing, 28: 5. 5-16.
Dillman, D. A. 1978. Mail and Telephone Surveys: The Total Design Method. John Wilwy & Sons, New York.
Ditcher, E. 1985. What’s in an image. Journal of Consumer marketing, 2: 1. 75-81.
Dube, L., Renaghan, L. M., Miller, J. M. 1994. Measuring customer satisfaction for strategic management. Cornell H. R. A. Quarterly, 2: 39-47.
Dutka, A. 1994. AMA Handbook for Customer Satisfaction. American Marketing Association, Lincolnwood.
Echtner, C. M., & Ritchie, B. J. R. 1991. The meaning and measurement of destination image. The Journal of Tourism Studies, 2 :2. 2-12.
Ernst., & Young. 1996. Hotel Survey. Christchurch.
File, Karen, Cermak D. K., Prince, R. 1994. Word-of-mouth effect in propfessional service buyer behaviour. The Service Industries Journal, 14: 301-314.
Fornell, C., Johnson, M. D., Anderson, E. W., Cha, J., Bryant, B. E. 1996. The American customer satisfaction index: nature, purpose, and findings. Journal of marketing, 60: 10. 7-18.
Gronross, C. 1983. Strategic Management and Marketing in the Service Sector. Cambridge, Massachusetts.
Gremler, D. D., & Brown. S. W. 1997. Service loyalty: its nature, importance, and implications. Advancing Service Quality: A Global Perspective, Edvardsson et al., (eds) Quiz 5, Conference Processing, University of Karlstad, Sweden, 171-181.
Gundersen, M. G., Heide. M., & Olsson, U. H. 1996. Hotel guest satisfaction among business travellers. Cornell H. R. A. Quarterly, 4: 72-80.
Hair, J. R., Anderson, R. E., Tatham, R. L., Black, W. C. 1995. Multivariate Data Analysis with Readings. 4th Edition. Prentice-Hall. Engelwood Cliffs, New Jersey.
Heskett, J. L. Jones, T. O., Loveman, G. W., Sasser, W.
E., & Schlesinger, L. A. 1994. Putting the service-profit to work. Harvard Bussiness Review, March-April. 164-174.
Howell, D. C. 1987. Statistical Methods for Psychology. Second edition. PWS – Kent Publishing, Co. Boston.
Heung, V. C. S., Mok, C., Kwan, A.1996. Brand loyalty in hotels: an exploratory study of overseas visitors to Hongkong. Australian Journal of Hospitality Management. 3. 1: 1-11.
Julander, C., Magi, A., Jonsson, J., & Lindqvist, A. 1997. Linking customer satisfaction to fiancial performance data. Advancing Service Quality: A Global Perspective, Edvardsson et al., (eds) Quiz 5, Conferrence Processing, University of Karlstad, Sweden, 301-310.
Juran, J. M. 1989. Juran’s Quality Control Handbook. McGraw-Hill, New York , NY.
Kandampully, J. 1998. Service quality to service loyalty: a relationship which goes beyond customer services. Journal of Total Quality Management, 9: 6.
Kandampully, J., & Suhartanto, D. 2000. Customer loyalty in the hotel industri: the role of customer satisfaction and image. International Journal of Contemporary Hospitality Management, 346-351.
Kotler, P. 1988. Marketing Management. 5th Edition. Eaglewood Cliffs, New Jesey, Prentice Hall.
Laporan Tahunan Statistik Pariwisata, Seni, dan Budaya Daerah Istimewa Yogyakarta. 1999. Kanwil Departemen Pariwisata, Seni dan Budaya, DIY.
Mazanec, J. A. 1995. Positioning analysis with self – organising maps: An exploratory study on luxury hotels. The Cornell H. R. A. Quarterly, 12: 80-92.
McAlexander, J. H., Kaldenberg, D. O., Koenig, H. F. 1994. Service quality measurement. Journal of Health Care Marketing, 14: 3. 34-40.
Naumann, E. & Giel, K. 1995. Customer Satisfaction Measurement and Management. Thomson Executive Press.
Normann, R. 1991. Service Management: Strategy and Leadership in Service Business. John Wiley and Sons.
Oliver, R. L. 1993. A conceptual model of service quality and service satisfaction: compatible goals, different concepts. Advances in Services Marketing and Management. 2: 65-85.
Oliver, R., & Linda, G. 1981. Effect of satisfaction and its antecedents on customer preferences and intention. Advances in Customer Research. 8: 88-93
Olson, J. C. 1972. Cue Utilization of The Quality Perception Process: A Cognitif Model and an Emphirical Test. Purdue University.
Ostrowsky, P. L., O’Brien, T. V., Gordon, G. L., 1993. Service quality and customer satisfaction in the commercial airline industry. Journal of Travel Research, Fall. 16-24.
Parasuraman, A., Zeithhaml., Valerei., & Berry, L. 1988. Servqual: multiple item scale for measuring consumer perceptions of service quality: Journal of Retailing, 64. 1: 12-36.
Reichheld, F. & Sasser, W., 1990. Zero defections: quality comes to services. Harvard Business Review, 68: 105-111.
Roberts, J. 1993. Marketing for the Hospitality Industry. Hodder & Stoughton, Auckland.
Rowey, J., & Dawes, J. 1999. Customer loyalty-a relevant concept for libraries. Library Management, 20. 6: 345-351
Sekaran, U. 1992. Reseach Methods for Business: A Skill Building Approach. 2nd Edition. John Wiley & Son, Inc.
Sobol, M. G., Farrelly, G. E.; Taper, J. S. 1992. Shaping the orporate Image: An Analytical Guide for Executive Decision Makers. Quorum Books, New York.
Walker, J. L. 1995. Service encounter satisfaction: conceptualised. Journal of Service Marketing, 9: 1. 5-14.
Woodside, A. G., Frey, L. L., and Daly, R. T. 1989. Linking service quality, customer satisfaction, and behavioural intention. Journal of Health Care marketing, 9: 5-17.
Yoon, E., Guffey, H. J., Kijewski, V. 1993. The effects of information and company reputation on intentions to buy a bussiness service. Journal of Bussiness Reseach, 27: 215-228.
Zeithaml, V. A. & Bitner, M. J. 1996. Services Marketing. McGraw-Hill International Editions.
Zeithaml, V. A., Berry, L. L., & Parasuraman, A. 1996. The behavioural consequences of service quality. Journal of Marketing, 60: 31-46.
Unduhan
Diterbitkan
Terbitan
Bagian
Lisensi
Hak Cipta
- Hak cipta terhadap artikel yang diterbitkan di BALANCE: Economic, Business, Management, and Accounting Journal adalah penerbit atau BALANCE: Economic, Business, Management, and Accounting Journal.
- Penulis harus menyerahkan hak cipta pada jurnal dengan menandatangai dan mengirimkan form penyerahan hak cipta (template) melalui email balance@um-surabaya.ac.id.
- Penulis dapat menyebarluaskan artikelnya melalui media manapun.
Lisensi
Setiap karya yang ditulis penulis dilisensi dengan Creative Commons Attribution-NonCommercial 4.0 International License.
