Faktor – Faktor Yang Mempengaruhi Loyalitas Pelanggan (Suatu Kajian Teoritis)
Abstract
Tulisan ini membahas tentang faktor-faktor yang mempengaruhi loyalitas pelanggan. Metode yang digunakan dalam penelitian ini merupakan studi pustaka (Library Research). Hasil dalam tulisan ini menunjukkan bahwa faktor-faktor yang mempengaruhi loyalitas pelanggan antara lain kepuasan pelanggan, kepercayaan dan persepsi kualitas layanan. Loyalitas pelanggan sangatlah penting bagi perusahaan, hal ini karena loyalitas pelanggan sebagai pilar dalam mempertahankan kelangsungan hidup perusahaan.
Downloads
References
Adamu, M. (2017). An Overview Of Service Quality, Customer Satisfaction And Customer Loyalty; A Literature Review. Austin J Bus Adm Manage 1(4): Id1020 , 1-4.
Akin, E. (2012). Literature Review And Discussion On Customer Loyalty And Consciousness. European Journal Of Economics, Finance And Administrative Sciences Vol. 8, No. 12 , 159-173.
Aregawi, T. (2018). Factors Affecting Customer Loyalty: (Experience From Dashen Bank Adigrat Area Branch). International Journal Of Science And Research (Ijsr) Vol. 7, No. 9 , 101-105.
Bulan, T. P. (2016). Pengaruh Kualitas Pelayanan Dan Harga Terhadap Loyalitas Konsumen Pada Pt. Tiki Jalur Nugraha Ekakurir Agen Kota Langsa. Jurnal Manajemen Dan Keuangan, Vol.5, No.2 , 592-602.
Fardani, N. E. (2015). Analisis Faktor-Faktor Yang Mempengaruhi Loyalitas Pelanggan Mobile Broadband Services Telkomsel Di Kota Bandung Tahun 2014 . E-Proceeding Of Management : Vol.2, No.2 , 1-10.
Istikomah, Tutut. 2019. Faktor-Faktor Yang Mempengaruhi Loyalitas Pelanggan Kereta Api Indonesia. Skripsi : Universitas Negeri Semarang
Jahanzeb, S., Fatima, T., & Khan, M. B. (2010). An Empirical Analysis Of Customer Loyalty In Pakistan's Telecommunication Industry. Database Marketing And Customer Strategy Management Vol. 18, No. 1 , 5-15.
Juan, L., & Yan, L. (2009). Dimensions And Influencing Factors Of Customer Loyalty In The Intermittent Service Industry . Journal Of Quantitative & Technical Economics Vol.3, No.1 , 63-78.
Lepojevic, V., & Dukic, S. (2018). Factors Affecting Customer Loyalty In The Business Market - An Empirical Study In The Republic Of Serbia1 . Economics And Organization Vol. 15, No 3 , 245 – 256.
Mulyadi, H., & Saktiawati, D. (2008). Pengaruh Brand Personality Terhadap Loyalitas Pelanggan Sampo Sunsilk . Jurnal Strategic, Volume 7, Nomor 13 , 24-76.
Sarwar, M. Z., Abbas, K. S., & Pervaiz, S. (2012). The Effect Of Customer Trust On Customer Loyalty And Customer Retention: A Moderating Role Of Cause Related Marketing . Global Journal Of Management And Business Research Vol.12, No.6 , 27-36.
Upamannyu, N. K., Gulati, C., Chack, A., & Kaur, G. (2015). The Effect Of Customer Trust On Customer Loyalty And Repurchase Intention: The Moderating Influence Of Perceived Csr. International Journal Of Research In It, Management And Engineering Vol.5, No. 4, 1-7.
Vykydal, D., Halfarová, P., & Nenadál, J. (2013). Customer Loyalty Measurement At Czech Organizations. Kvalita Inovácia Prosperita / Quality Innovation Prosperity Xvii/1 Vol.17, No. 1, 28-38.
Yoo, M., & Bai, B. (2012). Customer Loyalty Marketing Research : A Comparative Approach Between Hospitality And Business Journals. International Journal Of Hospitality Management Vol. 33, No. 1, 2-12.
Downloads
Published
How to Cite
Issue
Section
License
Copyright (c) 2022 Dani Agung Wicaksono
This work is licensed under a Creative Commons Attribution 4.0 International License.
