Pengaruh Program Membership dan Kualitas Layanan Perspektif Ekonomi Islam Terhadap Minat Pembeliaan Berulang Dengan Kepuasan Pelanggan Sebagai Variabel Intervening

Authors

  • Ardiawan Utomo Universitas Diponegoro, Indonesia
  • Farida Indriani Universitas Diponegoro

DOI:

https://doi.org/10.29040/jiei.v10i1.8668

Keywords:

Halal Certificate, Price, Promotion, Product Quality, Place

Abstract

This research aims to find out, study and analyze the influence of membership programs and service quality on repeat purchase interest with customer satisfaction as an intervening variable. The population is Ngoembah laundry customers with a total of 600 customers. The number of samples for this research was 86 customers using the Slovin formula. Researchers use quantitative analysis to analyze data. To collect data directly from Ngoembah laundry customers, using a survey or questionnaire method was chosen. This research uses Structural Equation Modeling (SEM) which is a multivariate analysis method which combines factor analysis and regression analysis. The research results obtained show that the membership program has a positive and significant effect on customer satisfaction. Service quality has a positive and significant effect on customer satisfaction. The membership program has a positive and significant effect on repurchase interest. Service quality has a positive and significant effect on repurchase intention. Customer satisfaction has a positive and significant effect on repurchase intention.

References

Aimee, R. M., (2019). A Thorough Literature Review of Customer Satisfaction Definition, Factors Affecting Customer Satisfaction and Measuring Customer Satisfaction. International Journal of Advanced Research (IJAR), 828-843.

Andreani, F., Taniaji, T. L., & Puspitasari, R. N., (2012). The Impact of Brand Image, Customer Loyalty with Customer Satisfaction as A Mediator in Mcdonald’s. Jurnal Manajemen dan Kewirausahaan, 63-70.

Curatman, A., Suroso, A., & Suliyanto., (2020). Program Loyalitas Pelanggan. Yogyakarta: Deepublish.

Danaher, P.J., Sajtos, L., Danaher, T.S., (2016). Does the reward match the effort for loyalty program members? J. Retailing Consum. Serv. 32, 23–31. https://doi.org/ 10.1016/j.jretconser.2016.05.015

Daryanto, A., de Ruyter, K., Wetzels, M., Patterson, P.G., (2010). Service firms and customer loyalty programs: a regulatory fit perspective of reward preferences in a health club setting. J. Acad. Market. Sci. 38 (5), 604–616.

Devi, T. A., Riska, D. M., Teguh, D., Wisnu, S. D., (2020). Pengaruh Digital Loyalty program Terhadap Kepuasan Dan Loyalitas Pelanggan Studi Kasus Tokopedia. Jurnal Pemasaran Kompetitif, Vol. 4, No. 1 Oktober 2020

Ferdinand, A., (2002). Kualitas Strategi Pemasaran: Sebuahstudi Pendahuluan. Jurnal Sains Pemasaran Indonesia, 1(1), 107-119.

Ghozali, I., & Latan, H., (2016). Partial Least Squares Konsep, Metode dan Aplikasi Menggunakan Program WarpPls 5.0 (3rd ed.). Badan Penerbit Universitas Diponegoro.

Gil, M. J., & Yan, W., (2014). How Does Loyalty Program Affect Customer Satisfaction? The Case of Airlines and Hotels in Emerging Markets.Spain: Universidad Carlos III de Madrid.

Goel, A., Kamble, V., Banerjee, S., & Goel, A., (2017). Network Formation of Coalition Loyalty Programs. ACM SIGMETRICS Performance Evaluation Review, 44(3), 15-20.

Hair, J. F., Hult, G. T. M., Ringle, C. M., & Sarstedt, M., (2014). A Primer On Partial Least Squares Structural Equation Modeling (PLS-SEM). SAGE Publications, Inc.

Hair, J. F., Black, W. C., Babin, B. J., & Anderson, R. E., (2019). MULTIVARIATE DATA ANALYSIS EIGHTH EDITION. www.cengage.com/highered

Helm, S., Kim, S.H., Van Riper, S., (2018). “Navigating the ‘retail apocalypse’: a framework of consumer evaluations of the new retail landscapeâ€. J. Retailing Consum. Serv.

Henderson, C.M., Beck, J.T., Palmatier, R.W., (2011). Review of the theoretical underpinnings of loyalty programs. J. Consum. Psychol. 21 (3), 256–276.

Holila, H., Rangga, A., (2019). Pengaruh Influencer, Membership Program, dan Instagram Ads Terhadap Minat PembelianU lang Customer Brand Coach. (Studi Kasus Coach, Plaza Senayan). Jounal of Entrepreneurship, Management, and Industry (JEMI), 2(2), pp 79-89

Hughes, A., (2003). The customer loyalty solution. New York: McGraw-Hill.

Kang, J., Alejandro, T. B., & Groza, M. D., (2015). Customer–company identification and the effectiveness of loyalty programs. Journal of Business Research, 68(2), 464-471

Kotler, P., & Keller, K. L., (2009). Manajemen Pemasaran. Jakarta: PT Macana Jaya Cemerlang.

Kotler, P., Armstrong, G., (2012). Principles of Marketing. New Jersey : Prentice Hall.

Kotler, P., & Keller, K. L., (2016). Marketing Management (15th ed.). New Jersey: Pearson.

Lars, M. W., Christophe, B., (2006). The Impact of Loyalty Programmes on Repeat Purchase Berhaviour. Journal of Marketing Mangement 2006, 22, 61-88

Lewis, Michael, (2004). The influence of loyalty programs and short-term promotions on customer retention. J. Market. Res. 41 (3), 281–292.

Lupiyoadi, R., & A. Hamdani., (2001). Manajemen Pemasaran Jasa. Jakarta: Salemba.

Omar, N. A., Binti Che Wel, C. A., Musa, R., & Nazri, M. A. (2010). Program Benefits, Satisfaction and Loyalty in Retail Loyalty Program: Exploring the Roles of Program Trust and Program Commitment. The IUP Journal of Marketing Management, 6-28.

Ozerden, M. Ü., & Seden, G. C., (2020). The Impact of Customer Loyalty Programs on Customer Retention in The Tourism Sector - Case of: Five Stars Hotels in Kyrenia. 3rd Erasmus International Academic Research Symposium (pp. 224-236). Ankara, Turkey: Asos Yayınevi.

Paul, J., Rosenbaum, M., (2020). Retailing and consumer services at a tipping point: new conceptual frameworks and theoretical models. J. Retailing Consum. Serv. 54, 101977. https://doi.org/10.1016/j.jretconser.2019.101977.

Reeti, A., (2023). Does Loyalty Program Membership Lead to Repeat Purchase: A Demographic Analysis with Customer Profiling and Machine Learning. Management Dynamics: Vol. 23: No. 2, Article 4: DOI: https://doi.org/10.57198/2583-4932.1325

Resa, A., (2021). Pengaruh Kualitas Produk Dan Kualitas Pelayanan Terhadap Minat Beli Ulang Produk Scarlett Di E-Commerce Shopee. Nusantara: Jurnal Ilmu Pengetahuan Sosial, 8(5), 1370–1379.

Ririn, Z., Harini, A. S., (2021). Analisis Pengaruh Iklan, Identitas Merek, dan Kepuasan Pelanggan Terhadap Minat Beli Ulang (Studi Pada Pengguna Smartphone Merek Oppo di Kebumen). Jurnal Ilmiah Mahasiswa Manajemen, Bisnis dan Akuntansi, 3(1)

Saidani, B., & Arifin, S., (2012). Pengaruh kualitas produk dan kualitas layanan terhadap kepuasan pelanggan dan minat beli pada ranch market. JRMSI-Jurnal Riset Manajemen Sains Indonesia, 3(1), 1-22.

Schiffman, L., dan Kanuk, L. L., (2008). Consumer Behaviour 7th Edition (Perilaku Pelanggan). Jakarta: PT. Indeks.

Sianturi, C. I., Rini, E. S., Sembiring, B. K., & Tambun, J. M., (2019). The Influence of Service Quality and Promotion on Consumers’ Repurchase Decision with Shopping Life Style as a Variable Moderating at Franchise Minimarket in Medan. International Journal of Research and Review, 32-39.

Siphiwe, D., Nathalie, B. C., (2019). The influence of loyalty programs on South African Youth’s repeat purchase behavior. Journal of Business & Retail Management, 13(03), DOI:10.24052/JBRMR/V13IS03/ART-21

Sugiyono., (2015). Metode Penelitian dan Pengembangan. Alfabeta Bandung.

Swastha, B., D., dan Irawan., (2001) . Manajemen Pemasaran Modern. Yogyakarta : Liberty

Tjiptono, F., (2001). Manajemen Pemasaran dan Analisa Perilaku Pelanggan. Yogyakarta: BPFE.

Tjiptono, F., (2011). Manajemen Pelayanan Publik. Yogyakarta: ANDI

Tjiptono, F., (2014). Pemasaran Jasa. Jakarta: Gramedia Cawang.

Verhoef, Peter, C., (2003). Understanding the effect of customer relationship management efforts on customer retention and customer share development. J. Market. 67 (4), 30–45.

Yi, Y., & Jeon, H., (2003). Effects of Loyalty Programs on Value Perception, Program Loyalty, and Brand Loyalty. Journal of the Academy of Marketing Science, 229-240.

Downloads

Published

20-11-2024

How to Cite

Utomo, A., & Indriani, F. (2024). Pengaruh Program Membership dan Kualitas Layanan Perspektif Ekonomi Islam Terhadap Minat Pembeliaan Berulang Dengan Kepuasan Pelanggan Sebagai Variabel Intervening. Jurnal Ilmiah Ekonomi Islam, 10(1), 1104–1111. https://doi.org/10.29040/jiei.v10i1.8668

Issue

Vol. 10 No. 1 (2024): JIEI : Vol.10, No.1, 2024

Section

Articles

Citation Check

License

The copyright of the article fully belongs to the Jurnal Ilmiah Ekonomi Islam and publishing rights belong entirely to LPPM STIE AAS Surakarta

 Creative Commons License
This work is licensed under a Creative Commons Attribution 4.0 International License.

Similar Articles

1 2 3 4 5 6 7 8 9 10 > >> 

You may also start an advanced similarity search for this article.