Repository Universitas Pakuan

Detail Karya Ilmiah Dosen

Dewi Maharani Purbasari, Dewi Laily Permatasari

Judul : Pengaruh Kualitas Pelayanan dan Kepuasan Pelanggan Terhadap Pembelian Ulang

Abstrak :
Abstract. The purpose of this study is to determine the effect of service quality and customer satisfaction on repeat purchase. The research method used in this research is quantitative research method. Population in this research is consumer of Yogya Grand Cirebon, with total sample counted 100 respondents. The sampling technique used uses purposive sampling. Data collection techniques used in this study is a questionnaire, with the scale measurement instrument using Likert scale. Data analysis technique used is multiple regression. The results showed that there is a significant influence between service quality and customer satisfaction on repeat purchase, partially and simultaneously.

Keywords: Service quality ; Customer satisfaction; Repeat purchase

Tahun : 2018 Media Publikasi : Jurnal Nasional Blm Akreditasi

Kategori : Jurnal No/Vol/Tahun : 1 / 2 / 208

ISSN/ISBN : 2579-9312

PTN/S : Universitas Swadaya Gunung Jati Program Studi : MANAJEMEN

Bibliography :
References

Anderson, Eugene W. ; Sullivan, M. W. (1993). The Antecedents and Consequences of Customer Satisfaction. Marketing Science, 12 (Spring, 125–143.

Assael Henry. (1998). Consumer Behavior and Marketing Action. New York: Thompson Publishing.

Bearden, W.O., Teel, J. . (1983). Selected determinants of consumer satisfaction and complaint reports. Journal of Marketing Research, Vol. 20(.February), pp.21-8.

Bitner, M. J. (1990). Evaluating Service Encounters : The Effects of Physical Surroundings and Employee Responses. Journal of Marketing, vol 54(April), 69–82.

Cronin, J, Joseph ; Taylor, S. A. (1994). SERVPERF Versus SERVQUAL : Reconciling Performance-Based and Measurement of Service Quality. Journal of Marketing, Vol 58(January), 125–131.

Cronin, J. J. ;, & Taylor, S. A. (1992). Measuring Service Quality: A Reexamination and Extension. Journal of Marketing, 56(3), 55. https://doi.org/10.2307/1252296

Dabholkar, ,P.A,. Thorpe,D.I.and Rentz, J. . (1996). A Measure of service quality for retail stories : scale development and validation. Journal of The Academy of Marketing Science, Vol 24(No 1), pp3-16.

Hellier, P. K., Geursen, G. M., Carr, R. A., & Rickard, J. A. (2003). Customer repurchase intention. European Journal of Marketing, 37(11/12), 1762–1800. https://doi.org/10.1108/03090560310495456

Innis, D. E. (1991). Customer service, repurchase intentions, market orientation and firm performance in the channel".

Kotler.Philip. (1997). Manajemen Pemasaran : Analisis Perencanaan dan Implementasi dan Kontrol. (H. Teguh, Ed.). Jakarta: Prenhalindo.

Parasuraman ; Valarie. A.Zeithaml ; Leonard L.Berry. (1988). Servqual : A Multiple -item scale consumer perceptions of service quality.

Siu, N. Y. M., & Takâ€Hing Cheung, J. (2001). A measure of retail service quality. Marketing Intelligence & Planning, 19(2), 88–96. https://doi.org/10.1108/02634500110385327

Tjiptono Fandy. (1997). Strategi Pemasaran. Yogyakarta: Penerbit Andi.

Woodside, A. G., Frey, L. L., & Daly, R. T. (1989). Linking service quality, customer satisfaction, and behavioral intention. Journal of Health Care Marketing, 9(4), 5–17.

Yamit Zulian. (2001). Manajemen Kualitas Produk dan Jasa. Yogyakarta: Penerbit Ekonisia.

URL : http://jurnal.unswagati.ac.id/index.php/jibm/article/view/1056

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Detail Karya Ilmiah Dosen

Dewi Maharani Purbasari, Dewi Laily Permatasari

Judul	:	Pengaruh Kualitas Pelayanan dan Kepuasan Pelanggan Terhadap Pembelian Ulang
Abstrak	:	*Abstract.* The purpose of this study is to determine the effect of service quality and customer satisfaction on repeat purchase. The research method used in this research is quantitative research method. Population in this research is consumer of Yogya Grand Cirebon, with total sample counted 100 respondents. The sampling technique used uses purposive sampling. Data collection techniques used in this study is a questionnaire, with the scale measurement instrument using Likert scale. Data analysis technique used is multiple regression. The results showed that there is a significant influence between service quality and customer satisfaction on repeat purchase, partially and simultaneously. *Keywords:* Service quality ; Customer satisfaction; Repeat purchase
Tahun	:	2018	Media Publikasi	:	Jurnal Nasional Blm Akreditasi
Kategori	:	Jurnal	No/Vol/Tahun	:	1 / 2 / 208
ISSN/ISBN	:	2579-9312
PTN/S	:	Universitas Swadaya Gunung Jati	Program Studi	:	MANAJEMEN
Bibliography	:	References Anderson, Eugene W. ; Sullivan, M. W. (1993). The Antecedents and Consequences of Customer Satisfaction. Marketing Science, 12 (Spring, 125–143. Assael Henry. (1998). Consumer Behavior and Marketing Action. New York: Thompson Publishing. Bearden, W.O., Teel, J. . (1983). Selected determinants of consumer satisfaction and complaint reports. Journal of Marketing Research, Vol. 20(.February), pp.21-8. Bitner, M. J. (1990). Evaluating Service Encounters : The Effects of Physical Surroundings and Employee Responses. Journal of Marketing, vol 54(April), 69–82. Cronin, J, Joseph ; Taylor, S. A. (1994). SERVPERF Versus SERVQUAL : Reconciling Performance-Based and Measurement of Service Quality. Journal of Marketing, Vol 58(January), 125–131. Cronin, J. J. ;, & Taylor, S. A. (1992). Measuring Service Quality: A Reexamination and Extension. Journal of Marketing, 56(3), 55. https://doi.org/10.2307/1252296 Dabholkar, ,P.A,. Thorpe,D.I.and Rentz, J. . (1996). A Measure of service quality for retail stories : scale development and validation. Journal of The Academy of Marketing Science, Vol 24(No 1), pp3-16. Hellier, P. K., Geursen, G. M., Carr, R. A., & Rickard, J. A. (2003). Customer repurchase intention. European Journal of Marketing, 37(11/12), 1762–1800. https://doi.org/10.1108/03090560310495456 Innis, D. E. (1991). Customer service, repurchase intentions, market orientation and firm performance in the channel". Kotler.Philip. (1997). Manajemen Pemasaran : Analisis Perencanaan dan Implementasi dan Kontrol. (H. Teguh, Ed.). Jakarta: Prenhalindo. Parasuraman ; Valarie. A.Zeithaml ; Leonard L.Berry. (1988). Servqual : A Multiple -item scale consumer perceptions of service quality. Siu, N. Y. M., & Takâ€Hing Cheung, J. (2001). A measure of retail service quality. Marketing Intelligence & Planning, 19(2), 88–96. https://doi.org/10.1108/02634500110385327 Tjiptono Fandy. (1997). Strategi Pemasaran. Yogyakarta: Penerbit Andi. Woodside, A. G., Frey, L. L., & Daly, R. T. (1989). Linking service quality, customer satisfaction, and behavioral intention. Journal of Health Care Marketing, 9(4), 5–17. Yamit Zulian. (2001). Manajemen Kualitas Produk dan Jasa. Yogyakarta: Penerbit Ekonisia.
URL	:	http://jurnal.unswagati.ac.id/index.php/jibm/article/view/1056