PENGARUH PERSEPSI HARGA DAN CITRA PERUSAHAAN TERHADAP KEPUASAN DAN LOYALITAS PELANGGAN PEDANGANG BESAR FARMASI P.T. SAKAPILAR SEMARANG
Abstract
Abstrak
Penelitian ini bertujuan menguji pengaruh persepsi harga dan citra perusahaan terhadap kepuasan dan loyalitas pelanggan. Pengumpulan data dilakukan melalui survey dengan cara membagikan kuesioner kepada 100 responden. Pengolahan data dengan menggunakan SPSS Versi 16. Hasil penelitian menunjukkan bahwa: (1) Persepsi harga tidak berpengaruh terhadap kepuasan pelanggan. (2) Citra perusahaan berpengaruh positif terhadap kepuasan pelanggan. (3) Kepuasan pelanggan berpengaruh positif terhadap loyalitas pelanggan. (4) Persepsi harga tidak berpengaruh terhadap loyalitas pelanggan. (5) Citra perusahaan tidak berpengaruh terhadap loyalitas pelanggan.
References
Akbar, Sher; Ahmad Puad Mat Som; Fazli
Wadood, Naser Jamil Alzaidiyeen.
(2010). Revitalzation of service
quality to Gain Custuer Satisfaction
and Loyalty. Journal of Business and
Management.
Anderson, E. W., & Sullivan, M. W.
(1994). The antecedents and
consequences of customer
satisfaction for firms. Mark. Sci. 12,
-143.
Anderson, E.W., Fornell C., Lehmann
D.R. (1994). Customer satisfaction,
market share, and profitability:
findings from Sweden, The Journal
of Marketing, 53-66
Agarwal, R dan Sinha, A, P. 2003. Object
Oriented Modeling with UML: A
Study of Developer's Perceptions.
New York: ACM.
Augusty, Ferdinand. (2006). Metode
Penelitian Manajemen: Pedoman
Penelitian Untuk Penulisan Skripsi,
Tesis dan Disertasi Ilmu Manajemen.
Badan Penerbit Universitas
Diponegoro. Semarang.
Athanasopoulus, G., Ahmed, R.A., dan
Hyndman, R.J. (2009). Hierarchical
forecastingfor Australian domestic
tourism. International Journal of
Forecasting, 25,146-166.
Bowen, John T. Dan Chen Shiang Lih.
(2001). The Relationship between
Customer Loyalty and Customer
Satisfaction. International Journal of
Contemporary Hospitality
Management.
Damanik.A.Y. (2013). Tumbuh Signifikan,
Pasar Farmasi 2013 Didominasi
Kelas
Menengah.http://mix.co.id/.diakses
tanggal 4 mei 2014.
Emory, W.C and Cooper, D.R. (1991).
Business Research Methods, Fourth
ed, Richard D Irwin, Inc. Boston.
Engel, James. F, Roger D. Blackwell dan
Paul W. Miniard. 1995. Consumer
behaviour. Eight Edition. The
Dryden Press, Orlando.
Fandy Tjiptono. (2000). Manajemen Jasa.
Penerbit Andi Yogyakarta.
Fajrianthi dan Farrah, Zatul. (2005).
Strategi Perluasan Merek dan
Loyalitas Konsumen, INSAN, Vol 7
No. 3.
Fornell, C., et al. (1996). “The American
Customer Satiafaction Index: Nature,
Purpose, and FIndings”. Journal of
Marketing 60, 7-18.
Ghozali, Imam. (2005). Aplikasi Analisis
Multivariate dengan Program SPSS.
Edisi 3. Semarang : Badan Penerbit
Universitas Diponegoro.
Ghozali, Imam. (2006). Aplikasi Analisis
Multivarite dengan SPSS, Edisi 4,
Badan Penerbit Universitas
Diponegoro, Semarang.
Griffin , Jill. (2005). Customer Loyalty,
Menumbuhkan dan Mempertahankan
Kesetiaan Pelanggan. Penerbit :
Erlangga, Jakarta.
Hair, et al (1998). Multivariate Analysis.
Prentice Hall International Inc. New
Jersey.
Häubl, G. (1996). A cross-national
investigation of the effects of country
of origin and brand name on the
evaluation of a new car,
International Marketing Review.
Vol. 13 No. 5, pp. 76-97.
Hawkins, Del.I., Roger J.Best dan
KennethA. Koney. (1998).
Consumer Behaviour: Building
Marketting, Strategy, Irwin/Mcgraw-
Hill.
http:/pustakabakul.blogspot.com/201
/05/pengertian persepsi harga dan
hubungan.html.
Hellier, Philip K, Geursen Gus M, Carr
Rodney A, and Rickard John A.
(2003). Customer Repurchase
Intention : A General Structural
Equation Model, Journal
Of Marketing, Vol.37, p:1762-1800.
Herbig, Paul, John Milewicz, dan Jim
Golden. (1994). “A Model of
Reputation Building and
Destruction”, Journal of Business
Research, Vol. 31/1, June, p.23-31.
Herizon & Maylina, Wenny. (2003).
Faktor-Faktor yang Mempengaruhi
Kesetiaan Terhadap Merek Pada
Konsumen Pasta Gigi Pepsodent di
Surabaya. Ventura. Vol. 6. No. 1, 98-
Hossain, Enayet. (2007). An Evaluation of
Brands Image, Product Attributes
and
Perceived Quality of a Selected
Consumer Non Durable Product,
Administration Management Review,
Volume 19 No. 2.
Kandampully, J. dan H. H. Hu. (2007). Do
Hoteliers Need to Manage Image to
Retain Loyal Customer.
International Journal of
Contemporary Hospitality
Management. 19(6): 435-443.
Kent B.Monroe, Dhruv Grewal, and R.
Khrishnan. (1989). The Effect of
Price Comparison Advertising on
Buyer’s Perception of Acquisition
Value, Transaction Value and
behavioural Intentions. Journal
Marketing.
Kotler and Armstrong. (2001). Prinsip-
Pinsip Pemasaran. Jilid 1 edisi 8
Jakarta: Erlangga.
Kotler P., Hayes, Thomas, Bloom Paul N.
(2002). Marketing Professional
Service, Prentice Hall International
Press.
Kotler, P. dan Keller, K, L. (2007).
Manajemen Pemasaran (Bejamin
Molan, Pentj). Ed 12, Jilid 1&2.
Jakarta : Indeks.
______, (2012). Marketing Management
Edisi 14. Global Edition.Pearson
Prentice Hall.
Kotler, Philip. (1997). Terjemahan Hendro
Teguh, Manajemen Pemasaran :
Analisis, Perencanaan, Implementasi
dan Kontrol. PT. Prenhallindo,
Jakarta.
______, Philip. (2000). Manajemen
Pemasaran, Analisis Perencanaan,
Pengendalian. Prentice Hall, Edisi
Bahasa Indonesia, Jakarta: Salemba
______, Philip. (2003). Marketing
Management, The Millenium
Edition, Prentice.
Liu, C., and Arnett, K. 2000. Exploring the
factors associated with Web site
success in the context of electronic
commerce. Information &
Management, p. 23–33.
Lovelock C., Jochen Wirtz., Jacky Mussry.
Pemasaran Jasa Manusia,
Teknologi, Strategi : Perspektif
Indonesia. Jakarta : Erlangga.
Lupiyoadi, Rambat. (2001). Manajemen
Pemasaran Jasa, Salemba Empat,
Jakarta.
Mowen J.C. dan M Minor. (1998).
Customer Behavior, New Jersey :
Prentice Hall.
Perry Roy Hilton and Charlotte Brownlow.
(2004). SPSS Explained. East Sussex
: Routledge.p.364.
Rao, Purba. (1996). “Measuring Consumer
Perception Through Factor
Analysis”, The Asian Manager,
February-March, hal 28-32.
Sugiyono. (2001). Metode Penelitian
Bisnis, Alfabeta, Bandung.
Sugiyono. (2004). Statistika Untuk
Penelitian, Alfabeta. Bandung
Spreng, A. Richard, Scott B. Mackenzie,
dan Richard W. Olshavsky. (1996).
“Reexamination of the Determinants
of Customer Satisfaction”. Journal of
Marketing. Vol. 60, July, p.15-32.
Sugiyono. (2001). Metode Penelitian
Administrasi, Penerbit Alfabeta
Bandung.
Sutanto, J. E. (2009). Dimension Quality
of Service Influence Customer
Satisfaction in the Hotel (A Case
Study an Examination of the
Transaction Model in Service
Industry). Proceeding of
International Seminar on Industrial
Engineering and Management, Bali,
Indonesia: 108-114.
Sutisna. (2003). Perilaku Konsumen dan
Komunikasi Pemasaran, PT Remaja
Rosdakarya, Bandung.
Sutrisno Hadi. (2000). Analisis Regresi,
Edisi enam, Yogyakarta: Andi
Offset.
Schiffman. Leon dan Leslie Kanuk.
(2007). Perilaku konsumen, edisi 7,
Jakarta : Indeks.
Swastha Dh, Basu, dan Handoko, Hani.
(1997). Manajemen Pemasaran
Analisis
Wiley & Sons, Inc.
Woodside, Arch G., Lisa L Frey, dan
Robert Timothy Daly. (1989).
“Linking Service Quality. Customer
Satisfaction, and Behavioral
Intention”, Journal of Health Care
Marketing, Vol. 9/4, Dec, p.5-17.
Voss, Gleen B., Parasuraman, A., dan
Grewal, Dhruv. (1998). “The Roles
of Price, Performance, and
Expectations in Determining
Satisfaction in Service Exchanges”,
Journal of Marketing, Vol.62, 46-61.
Zikmund, William G. (1997). Business
Research Methods. USA: Dryden
Press. Hill, NewYork.
1.png){kind=small}
