Pengaruh Relationship Quality terhadap Customer Loyalty (Survei pada Membership ISP First Media di Indonesia
Abstract
This study aims to obtain an overview and influence of relationship quality on ISP First Media customer loyalty survey on ISP First Media membership in Indonesia. This research uses descriptive and verifiative methods with a quantitative approach. The population in this study amounted to 16,300 people with a sample of 200 respondents who joined the first media user community facebook forum using simple random sampling techniques. The data is processed statistically by the Structural Equation Modeling (SEM) method. The findings of this study found that relationship quality has a significant influence on customer loyalty, this is indicated by a large critical ratio value that is greater than the minimum meaning that there is a positive and significant influence between relationship quality variables on customer loyalty simultaneously. The statement can be concluded that the better the relationship quality built by the company, the higher the level of customer loyalty felt by customers to the company. The result of the contribution given by the highest relationship quality variable in forming customer loyalty is the satisfaction dimension and the lowest in forming customer loyalty is trust.
Keywords
Full Text:
PDFReferences
Ali Abumalloh, R., Ibrahim, O., & Nilashi, M. (2020a). Loyalty of young female Arabic customers towards recommendation agents: A new model for B2C E-commerce. Technology in Society, 61(April), 101253. https://doi.org/10.1016/j.techsoc.2020.101253
Ali Abumalloh, R., Ibrahim, O., & Nilashi, M. (2020b). Loyalty of young female Arabic customers towards recommendation agents: A new model for B2C E-commerce. Technology in Society, 61, 101253. https://doi.org/10.1016/j.techsoc.2020.101253
Alnaser, F. M. I., Ghani, M. A., & Rahi, S. (2018). Service quality in Islamic banks: The role of PAKSERV model, customer satisfaction and customer loyalty. Accounting, 4(2), 63–72. https://doi.org/10.5267/j.ac.2017.8.001
Amstrong, K. (2012). Manajemen Pemasaran. Kotler Amstrong 2012.
Anderson, R. E., & Srinivasan, S. S. (2003). E-Satisfaction and E-Loyalty: A Contingency Framework. Psychology and Marketing, 20(2), 123–138. https://doi.org/10.1002/mar.10063
Ardianto, F., Alfaresi, B., & Darmadi, A. (2018). Rancang Bangun Load Balancing Dua Internet Service Provider (Isp) Berbasis Mikrotik. Jurnal Surya Energy, 3(1), 198. https://doi.org/10.32502/jse.v3i1.1232
ASHFAQ, H. (2015). Factors Leading to Brand Switching in Cellular Phones: A Case of Pakistan. Journal of Marketing and Consumer Research, 17, 32–41. file:///E:/Downloads/27177-29864-1-PB.pdf
Baek, T. H., & Yoo, C. Y. (2018). Branded App Usability: Conceptualization, Measurement, and Prediction of Consumer Loyalty. Journal of Advertising, 47(1), 70–82. https://doi.org/10.1080/00913367.2017.1405755
Bowen, J. T., & Chen McCain, S. L. (2015). Transitioning loyalty programs: A commentary on “the relationship between customer loyalty and customer satisfaction.” International Journal of Contemporary Hospitality Management, 27(3), 415–430. https://doi.org/10.1108/IJCHM-07-2014-0368
Cahyana, A. (2021). Pasar Telekomunikasi Seluler dan Bantuan Kuota Internet pada Masa Pandemi Covid-19 : Tinjauan Ekonomi Kebijakan. Jurnal Paradigma, 2(2), 14–28. https://doi.org/10.22146/jpmmpi.v2i2.70258
Dawadi, B. R., Rawat, D. B., Joshi, S. R., & Manzoni, P. (2020). Evolutionary gaming approach for decision making of Tier-3 Internet service provider networks migration to SoDIP6 networks. International Journal of Communication Systems, 33(11), 1–17. https://doi.org/10.1002/dac.4399
Dhisasmito, P. P., & Kumar, S. (2020). Understanding customer loyalty in the coffee shop industry (A survey in Jakarta, Indonesia). British Food Journal, 122(7), 2253–2271. https://doi.org/10.1108/BFJ-10-2019-0763
Doma, S. S. B. A. (2013). . 11(1).
El-Adly, M. I. (2019). Modelling the relationship between hotel perceived value, customer satisfaction, and customer loyalty. Journal of Retailing and Consumer Services, 50(xxxx), 322–332. https://doi.org/10.1016/j.jretconser.2018.07.007
Fatima, J. K., & Di Mascio, R. (2018). Reversing the dependency-trust relationship in B2C services. Journal of Retailing and Consumer Services, 41(November 2017), 1–10. https://doi.org/10.1016/j.jretconser.2017.11.005
Griffin. (2010). Customer Loyalty, Menumbuhkan dan Mempertahankan. Kesetiaan Pelanggan. Alih Bahasa Dwi Kartini Yahya. Jakarta: Erlangga.
Gummesson, E. (2017). From relationship marketing to total relationship marketing and beyond. Journal of Services Marketing, 31(1), 16–19. https://doi.org/10.1108/JSM-11-2016-0398
Iskhakova, L., Hoffmann, S., & Hilbert, A. (2017). Alumni Loyalty: Systematic Literature Review. Journal of Nonprofit and Public Sector Marketing, 29(3), 274–316. https://doi.org/10.1080/10495142.2017.1326352
Jawaid, M., & Rajadurai, K. G. (2021). the Effect of Social Media Marketing on Customer Loyalty Amongst University Students: Evidence From the Fashion Industry in Kuala Lumpur. Journal of Content, Community and Communication, 13(7), 66–81. https://doi.org/10.31620/JCCC.06.21/08
Joreskog K.G, S. (1996). Structural Equation Modeling With the. SIMPLIS. Command. Languanges.Chicago:SSI, Inc.
Juanamasta, I. G., Wati, N. M. N., Hendrawati, E., Wahyuni, W., Pramudianti, M., Wisnujati, N. S., Setiawati, A. P., Susetyorini, S., Elan, U., Rusdiyanto, R., Astanto, D., Ulum, B., Khadijah, S. N., Trimarjono, A., Syafii, M., Mubarroq, A., Kristiningsih, K., Pratiwi, R. D., Veri, V., … Umanailo, M. C. B. (2019). The role of customer service through customer relationship management (Crm) to increase customer loyalty and good image. International Journal of Scientific and Technology Research, 8(10), 2004–2007.
Khan, S. (2012). Contribution of Brand Awareness and Brand Characteristics towards Customer Lo yalty (A Study of Milk Industry of Peshawar Pakistan). Journal of Asian Business Strategy, 2(8), 170–176.
Kim, Y., Lee, S. S., & Roh, T. (2020). Taking another look at airline CSR: How required CSR and desired CSR affect customer loyalty in the airline industry. Sustainability (Switzerland), 12(10). https://doi.org/10.3390/su12104281
Komalasari, R. (2020). Manfaat Teknologi Informasi Dan Komunikasi Di Masa Pandemi Covid 19. Tematik, 7(1), 38–50. https://doi.org/10.38204/tematik.v7i1.369
Kotler, P., Kartajaya, H., & Setiawan, I. (2011). Marketing 3.0: From Products to Customers to the Human Spirit. In Marketing 3.0: From Products to Customers to the Human Spirit. Springer Singapore. https://doi.org/10.1002/9781118257883
Kurniawan, T. R. (2021). Hubungan Relationship Marketing Dengan Customer Loyalty Pada Terminal Photo Supply Pekanbaru. Eko Dan Bisnis (Riau Economics and Business Review), 12 (1).
Lina, R. (2022). Improving Product Quality and Satisfaction as Fundamental Strategies in Strengthening Customer Loyalty. Jurnal Mahasiswa Ekonomi & Bisnis, 2(1), 19–26.
Lovelock & Waright. (2011). Services Marketing : People , Tehnology ,.
Lubis, A., Dalimunthe, R., Absah, Y., & Fawzeea, B. K. (2020). The Influence of Customer Relationship Management (CRM) Indicators on Customer Loyalty of Sharia Based Banking System. GATR Journal of Management and Marketing Review, 5(1), 84–92. https://doi.org/10.35609/jmmr.2020.5.1(8)
M. Nassar, R. M., & Battour, M. (2020). The Impact of Marketing Ethics on Customer Loyalty: A Conceptual Framework. International Journal of Business Ethics and Governance, 3(2), 1–11. https://doi.org/10.51325/ijbeg.v3i2.76
Malhotra, N. K. (2015). Essentials of Marketing Research (Global Edi). Pearson Education Limited.
Mascarenhas, O. A., Kesavan, R., & Bernacchi, M. (2006). Lasting customer loyalty: A total customer experience approach. Journal of Consumer Marketing, 23(7), 397–405. https://doi.org/10.1108/07363760610712939
Melorose, J., Perroy, R., & Careas, S. (2015). TRUST AND TAM IN ONLINE SHOPPING: AN INTEGRATED MODEL1 By: Statewide Agricultural Land Use Baseline 2015, 1(1), 51–90.
Minta, Y. (2018). Link between Satisfaction and Customer Loyalty in the Insurance Industry: Moderating Effect of Trust and Commitment. Journal of Marketing Management, 6(2), 2333–6099. https://doi.org/10.15640/jmm.v6n2a3
Ofori, K. S., Boakye, K., & Narteh, B. (2018). Factors influencing consumer loyalty towards 3G mobile data service providers: evidence from Ghana. Total Quality Management and Business Excellence, 29(5–6), 580–598. https://doi.org/10.1080/14783363.2016.1219654
Özkan, P., Süer, S., Keser, İ. K., & Kocakoç, İ. D. (2020). The effect of service quality and customer satisfaction on customer loyalty: The mediation of perceived value of services, corporate image, and corporate reputation. International Journal of Bank Marketing, 38(2), 384–405. https://doi.org/10.1108/IJBM-03-2019-0096
Pratama, Y., Heryanto, I., Dwiyanisa, A., & Megawati, I. (2021). Pengaruh Kualitas Pelayanan Dan Kualitas Produk Terhadap Kepuasan Konsumen. Majalah Bisnis & IPTEK, 14(2), 56–68. https://doi.org/10.55208/bistek.v14i2.231
Quoquab, F., Mohamed Sadom, N. Z., & Mohammad, J. (2020). Driving customer loyalty in the Malaysian fast food industry: The role of halal logo, trust and perceived reputation. Journal of Islamic Marketing, 11(6), 1367–1387. https://doi.org/10.1108/JIMA-01-2019-0010
Rahardian, R. (2011). Pengaruh Trust Dan Commitment Terhadap Relationship Quality Studi pada Perusahaan Pasangan Usaha PT. XYZ (Sebuah Lembaga Keuangan Non Bank). Jurnal Manajemen Teori Dan Terapan| Journal of Theory and Applied Management, 4(3), 52–62. https://doi.org/10.20473/jmtt.v4i3.2425
Rahmani-Nejad, L., Firoozbakht, Z., & Taghipoor, A. (2014). Service Quality, Relationship Quality and Customer Loyalty (Case Study: Banking Industry in Iran). Open Journal of Social Sciences, 02(04), 262–268. https://doi.org/10.4236/jss.2014.24028
Rauyruen, P., & Miller, K. E. (2007). Relationship quality as a predictor of B2B customer loyalty. Journal of Business Research, 60(1), 21–31. https://doi.org/10.1016/j.jbusres.2005.11.006
Richard, J. E., & Zhang, A. (2012). Corporate image, loyalty, and commitment in the consumer travel industry. Journal of Marketing Management, 28(5–6), 568–593. https://doi.org/10.1080/0267257X.2010.549195
Sadek, H., Elwy, S., & Eldallal, M. (2018). The impact of social media brand communication on consumer-based brand equity dimensions through Facebook in fast moving consumer goods: The case of Egypt. Journal of Business and Retail Management Research. https://doi.org/10.24052/jbrmr/v12is02/tiosmbcocbbedtfifmcgtcoe
Salem, S. F., & Chaichi, K. (2018). Investigating causes and consequences of purchase intention of luxury fashion. Management Science Letters, 8(12), 1259–1272. https://doi.org/10.5267/j.msl.2018.10.001
Sanchez-Franco, M. J., & Rondan-Cataluña, F. J. (2010). Virtual travel communities and customer loyalty: Customer purchase involvement and web site design. Electronic Commerce Research and Applications, 9(2), 171–182. https://doi.org/10.1016/j.elerap.2009.05.004
Sarjono, H., & Julianita, W. (2015). Structural Equation Modeling (SEM). Sebuah Pengantar, Aplikasi untuk Penelitian Bisnis. Salemba Empat.
Scherpen, F., Draghici, A., & Niemann, J. (2018). Customer Experience Management to Leverage Customer Loyalty in the Automotive Industry. Procedia - Social and Behavioral Sciences, 238, 374–380. https://doi.org/10.1016/j.sbspro.2018.04.014
Sitorus, T., & Yustisia, M. (2018). Milawati Yustisia THE INFLUENCE OF SERVICE QUALITY AND CUSTOMER TRUST TOWARD CUSTOMER LOYALTY : THE ROLE OF. International Journal for Quality Research, 12(3), 639–654.
Soegiyono. (2011). Metode Penelitian Kuantitatif, Kualitatif dan R&D.
Sugiyono. (2012). Metode Penelitian Kuantitatif, Kualitatif, dan R&D.
Tajvidi, M., Wang, Y., Hajli, N., & Love, P. E. D. (2021). Brand value Co-creation in social commerce: The role of interactivity, social support, and relationship quality. Computers in Human Behavior, 115. https://doi.org/10.1016/j.chb.2017.11.006
Teimouri, H., Fanae, N., Jenab, K., Khoury, S., & Moslehpour, S. (2016). Studying the Relationship between Brand Personality and Customer Loyalty: A Case Study of Samsung Mobile Phone. International Journal of Business and Management, 11(2), 1. https://doi.org/10.5539/ijbm.v11n2p1
van Asperen, M., de Rooij, P., & Dijkmans, C. (2018). Engagement-Based Loyalty: The Effects of Social Media Engagement on Customer Loyalty in the Travel Industry. International Journal of Hospitality and Tourism Administration, 19(1), 78–94. https://doi.org/10.1080/15256480.2017.1305313
Wai Lai, I. K. (2019). Hotel image and reputation on building customer loyalty: An empirical study in Macau. Journal of Hospitality and Tourism Management, 38(December 2018), 111–121. https://doi.org/10.1016/j.jhtm.2019.01.003
Warusman, J. D., & Untarini, N. (2016). Pengaruh Citra Merek Dan Kepercayaan Merek Terhadap Loyalitas Pelanggan (Studi Pada Anggota Komunitas Sepeda Motor Honda Vario 125cc di Surabaya). Jurnal Ilmu Manajemen (JIM).
Yang, Z., & Peterson, R. T. (2004). Customer perceived value, satisfaction, and loyalty: The role of switching costs. Psychology and Marketing, 21(10), 799–822. https://doi.org/10.1002/mar.20030
YuSheng, K., & Ibrahim, M. (2019). Service innovation, service delivery and customer satisfaction and loyalty in the banking sector of Ghana. International Journal of Bank Marketing, 37(5), 1215–1233. https://doi.org/10.1108/IJBM-06-2018-0142
Zhuravskaya, E., Petrova, M., & Enikolopov, R. (2020). Political effects of the internet and social media. Annual Review of Economics, 12, 415–438. https://doi.org/10.1146/annurev-economics-081919-050239
DOI: https://doi.org/10.17509/jbme.v8i1.56772
Refbacks
- There are currently no refbacks.
This work is licensed under a Creative Commons Attribution-NonCommercial-NoDerivatives 4.0 International License.
Journal of Business Management Education (JBME)is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License
View My Stats