Analisis Pengaruh Nilai Pelanggan, Kualitas Pelayanan Dan Kedekatan Emosional Terhadap Loyalitas Pelanggan Di PT. FIFGROUP Kios Tandem Mijen Semarang
DOI:
https://doi.org/10.37385/msej.v4i5.2582Keywords:
Loyalitas Pelanggan, Nilai Pelanggan, Kualitas Layanan, Kedekatan Emosional.Abstract
Customers who are loyal to the company will give top priority in choosing the services they will use. Business needs value creation to customers to be successful. This study aims to analyze the effect of customer value, service quality and emotional closeness on customer loyalty at PT. FIFgroup Mijen Tandem Kios Semarang. The sample in this study was 100 customers. Data collection techniques using questionnaire media. Processing the results of the questionnaire using multiple linear regression analysis assisted by the SPSS program. The results of the study prove that customer value has a positive effect on customer loyalty, emotional closeness has a positive effect on customer loyalty. However, the service quality variable has no effect on customer loyalty. The results of the test for the coefficient of determination show a value (Adjusted R Square) of 0.416, namely 41.6%, the variation in the amount of customer loyalty can be explained by changes that occur in the variables Customer Value, Service Quality and Emotional Closeness. While the remaining 58.4% is influenced by other variables not included in the study.
Keywords : Customer Loyalty, Customer Value, Service Quality, Emotional Closeness
References
Assauri, S. (2018). Manajemen Pemasaran; Dasar, Konsep dan Strategi. Edisi 1, Cetakan 14. Jakarta : PT.Grafindo Persada.
Ettah, P, N., Pondaag, J, J. (2019). Pengaruh Kepercayaan, Kepuasan Konsumen Dan Kualitas Pelayanan Terhadap Loyalitas Konsumen Dalam Pembelian Mobil Pada PT. Hasjrat Abadi Manado. Jurnal EMBA. 7(3), 3069 – 3078. Manado: Universitas Sam Ratulangi. https://ejournal.unsrat. ac.id/index.php/emba/article/view/24056 Tanggal Akses 1 Mei 2021.
Lubis, P., Margaretha, E., Fitri, N., Niaga, A., Negeri Medan Manajemen Bisnis, P., & Negeri Medan, P. Pengaruh Strategi Komunikasi Pemasaran Terhadap Loyalitas Peserta Event Kuliah Whatsapp Nestle Batita.
Manajemen, E.-J. (2019). Pengaruh Kualitas Layanan Dan Nilai Pelanggan Terhadap Loyalitas Pelanggan I Made Meta Agistia 1 I Nyoman Nurcaya. 8(1), 7219–7252. https://doi.org/10.24843/EJMUNUD.2019.v8.i1.p10
Mangantar, M., & Mandagie, Y. (2022). Loyalitas Konsumen di FIF Group Cabang Manado Analysis Of The Influence Of Customer Value And Product Advantage On Consumer Loyalty In Fif Group Manado Branch. Jurnal EMBA, 10(1), 19–28.
Mekel, V. R., Moniharapon, S., & Tampenawas, J. L. A. (2022). The Effect Of Service Quality And Consumer Satisfaction On Consumer Loyalty In Manado Gojek Transportation Company. In 1285 Jurnal EMBA (Vol. 10, Issue 1).
Patricia, P., Krisantono, L., Darmawan, S. J., & Salim, S. (2020). Pengaruh Service Quality Pada Jasa Cuci Mobil Dki Jakarta. Jurnal Ilmiah Bisnis Dan Ekonomi Asia, 14(2), 146–154. https://doi.org/10.32812/jibeka.v14i2.201
Razak, I. (2019). Pengaruh Kualitas Produk Terhadap Kepuasan Pelanggan. 7(2).
Rohana, T. (2020). Pengaruh Kepuasan terhadap Loyalitas Pelanggan. Jurnal Ilman: Jurnal Ilmu Manajemen, 8(1), 28–32. http://journals.synthesispublication.org/index.php/ilman
Ronasih, M. Y., Widhiastuti, H., Psikologi, M., Semarang, U., Soekarno Hatta, J., Kulon, T., Pedurungan, K., Tengah, J., Abd, M., & Bunyamin, H. (2021). Kualitas Pelayanan, Faktor Emosional Dan Persepsi Harga Terhadap Loyalitas Konsumen Melalui Kepuasan Konsumen. In Philanthropy Journal of Psychology (Vol. 5). Online. http://journals.usm.ac.id/index.php/philanthropy
Soekapdjo, S. (2020). Determinasi Kinerja Bank Umum Konvensioanal Di Indonesia. Jurnal Ilmiah Bisnis Dan Ekonomi Asia, 14(1), 35–45. https://doi.org/10.32812/jibeka.v14i1.148
Template
