PENGARUH RELATIONSHIP MARKETING, SERVICE QUALITY DAN FASILITAS TERHADAP LOYALITAS PELANGGAN (Studi Kasus Pada Kedai Kopi Sor Sawo Ponorogo)
DOI:
https://doi.org/10.54964/manajemen.v7i1.236Keywords:
Relationship Marketing, Service Quality, Facilities, Customer LoyaltyAbstract
The development of the coffee shop business in Ponorogo is currently increasing, almost all over the city we can find coffee shops. The existence of a coffee shop for young people is an alternative to take advantage of free time, study or other purposes. The existence of a coffee shop or coffee shop that continues to increase makes the competition in this business market even tighter. The purpose of this study was to determine and examine the effect of Relationship Marketing, Service Quality and Facilities on Customer Loyalty (a case study at Sor Sawo Ponorogo coffee shop). The research used is quantitative research. Data collection in this study is primary data obtained from the distribution of questionnaires. The number of samples consisted of 100 people, using accidental sampling technique. The results showed that: (1) Relationship Marketing had a positive and significant effect on customer loyalty at the Sor Sawo Ponorogo coffee shop. The research used is quantitative research. Data collection in this study is primary data. (2) Service Quality has a positive and significant effect on customer loyalty at the Sor Sawo Ponorogo coffee shop. The research used is quantitative research. Data collection in this study is primary data. (3) Facilities have a positive and significant effect on customer loyalty at the Sor Sawo Ponorogo coffee shop.
References
Agistia, I. M. M., & Nurcaya, I. N. (2019). PENGARUH KUALITAS LAYANAN DAN NILAI PELANGGAN TERHADAP LOYALITAS PELANGGAN. E-Jurnal Manajemen.
AMARSAID, D. (2021). PENGARUH RELATIONSHIP MARKETING, KUALITAS PELAYANAN DAN FASILITAS TERHADAP LOYALITAS MEMBER DENGAN KEPUASAN PELANGGAN SEBAGAI VARIABEL INTERVENING (Studi Kasus Pada Member Bento Gym Jakarta Timur) (Doctoral dissertation, SEKOLAH TINGGI ILMU EKONOMI INDONESIA).
Amelia, S. L., & Widayanto, W. (2019). Pengaruh Relationship Marketing Dan Kualitas Pelayanan Terhadap Loyalitas Pelanggan Melalui Kepuasan Pelanggan (Studi Pada Pelanggan Pt. Nasmoco Pemuda Semarang Bagian Servis). Jurnal Ilmu Administrasi Bisnis, 9(1), 242-251.
Anggraeni Maris, H. E. S. T. I. (2019). Pengaruh Relationship Marketing Terhadap Loyalitas Pelanggan Di Kozi 1.0 Coffee Bandung.
FREDIKA, A. (2021). Pengaruh Kualitas Pelayanan, Fasilitas, Persepsi Harga Dan Lokasi Terhadap Kepuasan Konsumen Pada Cafe Kalodhangan Kebonsari Surabaya (Doctoral dissertation, Universitas 17 Agustus 1945 Surabaya).
Ika Devi Widyaningrum, D., & Effendi, S. (2021). Pengaruh Kualitas Pelayanan dan Fasilitas Terhadap Kepuasan dan Loyalitas Pelanggan Hotel Luminor Mangga Besar Jakarta Barat.
ISRA, A., & BENI. (2021). PENGARUH KUALITAS PELAYANAN, LOKASI, DAN FASILITAS TERHADAP LOYALITAS KONSUMEN DENGAN KEPUTUSAN PEMBELIAN SEBAGAI INTERVENING VARIABEL (Studi kasus TEKO boba utan kayu). Skripsi thesis, Sekolah Tinggi Ilmu Ekonomi Indonesia Jakarta.
Kotler, P. & Armstrong, G. (2012). Prinsip- Prinsip Pemasaran (Edisi 12). Erlangga.
Kotler, P., & Keller, K, L. (2009). Manajemen Pemasaran (13 Jilid 1). Erlangga.
Nanang, N., & Pasharibu, Y. (2021). Pengaruh Brand Image, Lokasi, Dan Fasilitas Sport Club Gym Terhadap Loyalitas Pelanggan (Studi Pada Golden Sport Club Gym Salatiga). Jurnal Penelitian Dan Pengembangan Sains Dan Humaniora, 5(1).
Rifa'i, K. (2019). Membangun loyalitas pelanggan. Jember: Hikam Pustaka
Safitri, T. N. (2021). Pengaruh Kualitas Pelayanan, Fasilitas Dan Kepuasan Pelanggan Terhadap Loyalitas Pelanggan Batam City Hotel (Doctoral Dissertation, Prodi Manajemen).
Sari, P. R. K. (2018). Relationship Marketing Dan Suasana Kafe Dalam Mengoptimalkan Loyalitas Pelanggan Oase Coffee. Jurnal Ekonomi Dan Bisnis Indonesia, 3(2).
Sormin, F. E. C. (2019). Pengaruh Relationship Marketingdan Service Quality Terhadap Loyalitas Konsumen (Studi Pada Penjualan Jasa Kamar Hotel Dyan Graha Pekanbaru).
Swastha, Basu & Handoko, Hani. (2011). Manajemen Pemasaran – Analisis Perilaku Konsumen. Yogyakarta : BPFE.
Tholib, M. A., Arifin, R., & Athia, I. (2021). Pengaruh Relationship Marketing, Promotion Dan Satisfaction Terhadap Loyalitas Pelanggan (Studi Kasus Pada Pelanggan Waktunya Coffee Malang). Jurnal Ilmiah Riset Manajemen, 10(11).
Wulandari, T. (2021). Pengaruh Relationship Marketing, Service Quality Dan Complaint Handling Terhadap Loyalitas Dengan Kepuasan Nasabah Sebagai Variabel Intervening (Studi Kasus Pada Bprs Sukowati Sragen Kcp. Boyolali).
Downloads
Published
How to Cite
Issue
Section
License
This work is licensed under a Creative Commons Attribution-NonCommercial-ShareAlike 4.0 International License.
