Pengaruh Kualitas Produk, Kualitas Layanan, dan Emosional terhadap Kepuasan Pelanggan Sogo Departemen Store
DOI:
https://doi.org/10.26740/bisma.v6n1.p19-31Keywords:
product quality, service quality, emotional, and costumer satisfactionAbstract
This research was conducted to examine the effect of product quality, service quality, and emotional, and costumer satisfaction. The objective of research to know the influence of product quality, service quality, emotional toward costumer satisfaction on Sogo Departmen Store. This study used a accidental sampling by the number of 110 respondens by using causal research. The analysis used is multiple regression analysis by using SPSS 16 in seeing the independent variables influence the dependent variable either jointly or individually. The results showed that product quality, service quality, emotional significantly influence toward costumer satisfaction either jointly or individuallyReferences
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Arief. 2007. Pemasaran Jasa dan Kualitas Pelayanan. Malang: Bayumedia Publishing.
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Bahri, Dinda Monika Mediana. 2010. Analisis Pengaruh Nilai Pelanggan, Kualitas Pelayanan dan Kedekatan Emosional Terhadap Loyalitas Nasabah. FE UNDIP.
Chadha, S.K, Deepa Kapoor. 2009. Effect of Switching Cost, Service Quality and Customer Satisfaction on Customer Loyalty of Cellular Service Providers in Indian Market. The Invai University Press, (Online), (http//www.emeraldinsight.com).
Changjo Yoo, Jonghee Park dan Deborah J. Maclnnis. 1998. Effects of Store Characteristic and In-Store Emotional Experiences on Store Attitude. Business Research of Journal, (Online), Vol. 42 No. 253-263 (http//www.proquest.com/pqdweb, diakses 19 November 2012)
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Ghozali, Imam. 2007. Aplikasi Analisis Multivariate dengan Program SPSS. Semarang: Badan Penerbit Universitas Diponegoro.
Ham, Cerrie Leugenia, dkk. 2003. Gaining Competitive Adventages: Analyzing the Gap between Expectations and Perceptions Service Quality. International Journal of Value Based Management. (Online), Vol.16 No. 2, (http//www.proquest.com/pqdweb, diakses 19 November 2012)
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Determinants of Customer Perceived Service Qulity in Fst-Food Restaurant and Their Relationship to Customer Satisfaction and Behavioral Intentions. The Qulity Management Journal, (Online), Vol.15 No.2. (proquest / pqdweb.com, diakses 5 Oktober 2009).
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Rekettye. 2009. The Connection Between Perceived Service Innovatuon, Service Value, Emotional Intelegence, Customer Commitment and Loyalty in b2b The Case of Orian, Journal.
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Sekaran, Uma. 2006. Research Methods For Business. Edisi Empat. Jilid 1 dan 2. Jakarta: Salemba Empat.
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Sutisna. 2002. Perilaku Konsumen dan Komunikasi Pemasaran. Bandung: PT. Remaja Rosdakarya.
Universitas Negeri Surabaya. 2006. Panduan Penulisan dan Penilaian Skripsi. Surabaya: Unesa.
Ti Bei-Lien, Yu -Ching Chiao. 2001, An integrated model for the effects of perceived product, perceived service quality, perceived price fairness on consumer satisfaction and loyalty, Journal of Consumer Satisfaction, Dissatisfaction and Complainning Behavior. (Online), Vol.14, (http//www.proquest.com/pqdweb, diakses 19 November 2012)
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Willemijn van Dollen, Ko de Ruyter, Jos Lemmink. 2004. An Empirical Assement of The Influence of Customer Emotional and Contact Emplayee Performance On Encunter and Relationship Satisfaction, Journal of Business Tunjungan Plaza 4. Skripsi tidak Reserch. (Online), Vol 57, (http//www.emeraldinsihght.com)
Zeithhml, Valarie A dan Mary Jo Bitner. 2006.Service Marketing-Integrating Customer Focus Across Te Frim. Fourth Edition. New York: Mc Graw Hill Inc.
Alma, Buchari. 2004. Manajemen Pemasaran dan Pemasaran Jasa. Bandung: Alfabeta
Arief. 2007. Pemasaran Jasa dan Kualitas Pelayanan. Malang: Bayumedia Publishing.
Badan Pusat Statistik Surabaya. 2012. Pertumbuhan Ekonomi Kota Surabaya Sektor Tersier Tahun 2009-2011. Surabaya.
Bahri, Dinda Monika Mediana. 2010. Analisis Pengaruh Nilai Pelanggan, Kualitas Pelayanan dan Kedekatan Emosional Terhadap Loyalitas Nasabah. FE UNDIP.
Chadha, S.K, Deepa Kapoor. 2009. Effect of Switching Cost, Service Quality and Customer Satisfaction on Customer Loyalty of Cellular Service Providers in Indian Market. The Invai University Press, (Online), (http//www.emeraldinsight.com).
Changjo Yoo, Jonghee Park dan Deborah J. Maclnnis. 1998. Effects of Store Characteristic and In-Store Emotional Experiences on Store Attitude. Business Research of Journal, (Online), Vol. 42 No. 253-263 (http//www.proquest.com/pqdweb, diakses 19 November 2012)
Chuan Pan, Jean Su, Chao Chiang. 2008. Dual attractiveness of winery: atmospheric cues on purchasing. International Journal of Wine Business Reasearch, (Online), Vol.20 (www.emeraldinsight.com, diakses 27 Januari 2011)
Cooper, Donald R dan Pamela S. 2008. Business research methods. Tenth Editition. Boston: McGraw-Hill International Edition.
Dutka, Alan. 1994. AMA Handbook For Customer Satisfaction : A Complete Guide to Research, Planning and Implementation. International Edition. Lincolnwood, Illionis : NTC Busines Books.
Edwin Japarino dan Sugiono Sugiharto. 2011. Pengaruh Shopping Life Style dan Fashion Envolvement Terhadap Impluse Buying Behavior Masyrakat High Income Surabaya. Jurnal Manajemen Pemasaran. Universitas Kristen Petra
Engel, James F, dkk. 1992. Perilaku Konsumen. Edisi Keenam. Jilid`1. Terjemahan oleh F.X. Budiyanto. 1994. Jakarta: Binarupa Aksara.
Engel, James F, dkk. 1993. Perilaku Konsumen. Edisi Keenam. Jilid`2. Terjemahan oleh Budiyanto. 1995. Jakarta: Binarupa Aksara.
Ghozali, Imam. 2007. Aplikasi Analisis Multivariate dengan Program SPSS. Semarang: Badan Penerbit Universitas Diponegoro.
Ham, Cerrie Leugenia, dkk. 2003. Gaining Competitive Adventages: Analyzing the Gap between Expectations and Perceptions Service Quality. International Journal of Value Based Management. (Online), Vol.16 No. 2, (http//www.proquest.com/pqdweb, diakses 19 November 2012)
Hidayat, Rachmad. 2009. Pengaruh Kualitas Layanan, Kualitas Produk dan Nilai Nasabah Terhadap Kepuasan dan Loyalitas Nasabah Bank Mandiri. Jurnal Kewirausahaan Manajemen, Program Teknik Industri Universitas Trunojoyo Madura
Http//www.BPS.go.id, 15 November 2012.
Irawan, Handi. 2009. 10 Prinsip Kepuasan Pelanggan. Jakarta: PT. Elex Media Komputindo.
Kotler dan Keller, 2007. Manajemen Pemasaran Jilid 1, Edisi Ke dua belas, PT. Indeks Gramedia, Jakarta
Kotler, Philip. 2002. Manajemen Pemasaran. Edisi kedua. Jakarta: Index.
Kotler, Philip. 2005. Manajemen Pemasaran. Edisi Kesebelas. Jakarta: PT. Indeks Kelompok Gramedia.
Kucukemiroglu O. 1997. Market Segmentation by Using Consumer Lifestyle Dimension and Ethnocentrism: an empiricial study. Journal of Marketing. (Online) Vol. 33: 470-487 (http//www.emeraldinsight.com)
Lovelock, C dan Wirtz, J. 2002. Principle of service marketing and management (2nd ed). Upper Saddle River: Person Education, Inc.
Lupioyadi, Rambat. 2001. Manajemen Pemasaran Jasa. Jakarta: Salemba Empat.
Machleit, Karen dan Eroglu, Sevgin. 2000. Describing and Measuring Emotional Response to Shopping Experience. Journal of Business Research, Vol. 49 ( www.sciencedirect.com, diakses19 November 2012)
Malhotra, Naresh K. 2006. Riset Pemasaran: Pendekatan Terapan. Edisi Keempat. Jilid 1. Terjemahan oleh Maryam. Jakarta. Indeks.
Malhotra, Naresh K. 2006. Riset Pemasaran: Pendekatan Terapan. Edisi Keempat. Jilid 2. Terjemahan oleh Maryam. Jakarta. Indeks.
Mangkunegara, A.A Anwar Prabu. 2002. Perilaku Konsumen. Edisi Revisi. Bandung: PT. Refika Aditama.
Maruf, Hendry. 2005. Pemasaran Ritel. Jakarta: PT. Gramedia Pustaka Utama
Miramadi, Sayed Abbas dan Khaled Nawaser. 2011. Study The Effects of Customer Service and Product Quality on Customer Satisfaction and Loyalty. Social Science and Humanities of Journal, (Online), Vol. 1 No.7 (proquest / pqdweb.com, diakses 19 November 2012).
Mowen, Jhon C. dan Michael Minor. 2002. Perilaku Konsumen. Edisi Kelima. Jilid 1. Terjemahan oleh Salim. Jakarta: Erlangga.
Priyanto, Duwi. 2008. Mandiri Belajar SPSS. Yogyakarta: Mediakom. Qin, Hong dan Victor R Prybutok. 2008.
Determinants of Customer Perceived Service Qulity in Fst-Food Restaurant and Their Relationship to Customer Satisfaction and Behavioral Intentions. The Qulity Management Journal, (Online), Vol.15 No.2. (proquest / pqdweb.com, diakses 5 Oktober 2009).
Rajagopal. 2010. Coexistence and Conflicts Between Shopping Malls and Street Markets in Growing Cities Analysis of ShoppersBehavior. Journl of Retail and Leisure Property, (Online), Vol 6, No. 2 (proquest / pqweb.com, diakses September 2010)
Rekettye. 2009. The Connection Between Perceived Service Innovatuon, Service Value, Emotional Intelegence, Customer Commitment and Loyalty in b2b The Case of Orian, Journal.
Resti Meldarianda dan Henky Lisan S. 2010. Pengaruh Store Atmosphere Kepada Minat Beli Konsumen Pada Resort Cafe Atmosphere Bandung. Jurnal Bisnis dan Ekonomi. Universitas Kristen Maranatha Bandung.
Schiffman, Leon G dan Leslie Lazar Kanuk. 1994. Consumer Behavior. New Jersey: Prentice Hall International Inc.
Sekaran, Uma. 2006. Research Methods For Business. Edisi Empat. Jilid 1 dan 2. Jakarta: Salemba Empat.
Simamora, Bilson. 2002. Panduan Riset Perilaku Konsumen. Jakarta: Gramedia Pustaka Utama.
Soeratno, dan Lincolin Arsyad. 2003. Metodologi Penelitian: Untuk Ekonomi dan Bisnis. Edisi Revisi. Yogyakarta: UPP. Sopiah dan Syihabudhin. 2008. Manajemen Bisnis Ritel. Yogyakarta: Andi Offset.
Sugiyono. 2007. Statistika untuk Penelitian. Bandung: Alfabeta.
Sugiyono. 2009. Metode Penelitian Bisnis. Bandung: Alfabeta.
Sumarwan, Ujang. 2004. Perilaku Konsumen Teori dan Penerapannya dalam Pemasaran. Bogor: Penerbit Ghalia Indonesia.
Sutisna. 2002. Perilaku Konsumen dan Komunikasi Pemasaran. Bandung: PT. Remaja Rosdakarya.
Universitas Negeri Surabaya. 2006. Panduan Penulisan dan Penilaian Skripsi. Surabaya: Unesa.
Ti Bei-Lien, Yu -Ching Chiao. 2001, An integrated model for the effects of perceived product, perceived service quality, perceived price fairness on consumer satisfaction and loyalty, Journal of Consumer Satisfaction, Dissatisfaction and Complainning Behavior. (Online), Vol.14, (http//www.proquest.com/pqdweb, diakses 19 November 2012)
Tim Penyusun. 2006. Panduan Penulisan dan Penelitian Skripsi Universitas Negeri Surabaya. Surabaya: Unesa Press.
Tjiptono, Fandy. 2002. Manajemen Jasa. Jakarta: Andi Offset. Tjiptono, Fandy. 2008. Service Management: Mewujudkan Layanan Prima. Yogyakarta: Andi Offset.
Tjiptono, Fandy. 2008. Pemasaran Strategik. Jakarta: Andi Offset. Wijoseno, Hendra. 2009. Pengaruh Kualitas Layanan dan Kepuasan Konsumen Terhadap [embelian Ulang di Starbuck Coffe Tunjungan Plaza 4. Skripsi tidak diterbitkan. Surabaya: FE UK.PETRA.
Willemijn van Dollen, Ko de Ruyter, Jos Lemmink. 2004. An Empirical Assement of The Influence of Customer Emotional and Contact Emplayee Performance On Encunter and Relationship Satisfaction, Journal of Business Tunjungan Plaza 4. Skripsi tidak Reserch. (Online), Vol 57, (http//www.emeraldinsihght.com)
Zeithhml, Valarie A dan Mary Jo Bitner. 2006.Service Marketing-Integrating Customer Focus Across Te Frim. Fourth Edition. New York: Mc Graw Hill Inc.
Published
2018-06-04
How to Cite
Prandita, L., & Iriani, S. S. (2018). Pengaruh Kualitas Produk, Kualitas Layanan, dan Emosional terhadap Kepuasan Pelanggan Sogo Departemen Store. BISMA (Bisnis Dan Manajemen), 6(1), 19–31. https://doi.org/10.26740/bisma.v6n1.p19-31
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