scholarly journals Measuring Tourist Satisfaction with Route Analysis as a Business Advantage

2021 ◽  
Vol 4 (1) ◽  
pp. 267-279
Author(s):  
Sutriani Sutriani ◽  
Pristiyono Pristiyono ◽  
Junita Lubis
Keyword(s):  
Service Quality ◽  
Path Analysis ◽  
Consumer Satisfaction ◽  
Swimming Pool ◽  
Tourist Satisfaction ◽  
Business Excellence ◽  
The World ◽  
Relevant Variables ◽  
Service Businesses ◽  
Loyal Customers

Although covid-19 is increasingly haunting the world, it has not reduced local investors to develop service businesses and place them as a type of business that is quite developed because it is directly related to consumer satisfaction. loyal customers who have become members of Mirota Swimming Pool. Technical analysis of data using path analysis with SPPS and Amos applications as a tool to determine the significant effect of the proposed hypothesis. The results of the study prove that facilities have a direct effect on tourist satisfaction, service quality has a significant effect on tourist satisfaction, facilities have a significant effect on business excellence, service quality has a significant effect on business excellence and tourist satisfaction has a significant effect on business excellence. The hope is that local tourism business developers Mirota Ajamu Swimming Pool in coastal areas can expand their business through various promotions and advertisements to improve their image and introduce their business to outsiders. For other research, it is expected to be able to develop the phenomenon by looking for sources of relevant variables that are closely related to satisfaction

scholarly journals Pengaruh Persepsi Harga dan Kualitas Pelayanan terhadap Loyalitas Pelanggan Dimediasi Kepuasan Konsumen Pada RM. Wongsolo Malang

IQTISHODUNA ◽  
2020 ◽  
Vol 16 (2) ◽  
pp. 167-190
Author(s):  
Mariana Puspa Dewi
Keyword(s):  
Service Quality ◽  
Path Analysis ◽  
Causal Relationship ◽  
Quantitative Study ◽  
Customer Loyalty ◽  
Consumer Satisfaction ◽  
Quality Service ◽  
Price Perception ◽  
Research Type ◽  
Research Show

The objective of this research is to: (1) Review and analyze the effect of price perception based on customer loyalty of RM. Wong Solo Malang, (2) Review and analyze the effect of service quality to customer loyalty, (3) Review and analyze the effect of price perception through consumer satisfaction, (4) Review and analyze the effect of service quality through consumer satisfaction to customer loyalty, (5) Review and analyze the effect of consumer satisfaction to customer loyalty. This research type is a quantitative study in the form of a causal relationship. The population in this research was 100 consumers in RM. Wong Solo Malang. The technique used in this research is an accidental sampling. The analysis used is path analysis. The results of this research show that : (1) Price perception has a positive and significant effect on customer loyalty of RM. Wong Solo Malang, 2) Service quality has a positive and significant effect on customer loyalty, 3) Price perception has a significant effect on customer loyalty based on consumer satisfaction, 4) Service quality has a significant effect on customer loyalty based on consumer satisfaction, 5) Consumer satisfaction has a significant effect on price perception and quality service to customer satisfaction.

scholarly journals PENGARUH KUALITAS PRODUK DAN PELAYANAN TERHADAP LOYALITAS KONSUMEN MUSLIM DENGAN KEPUASAN SEBAGAI VARIABEL INTERVENING

2021 ◽  
Vol 1 (2) ◽  
Author(s):  
Tri Anagh Firli ◽  
Drajat Stiawan
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Path Analysis ◽  
Product Quality ◽  
Consumer Satisfaction ◽  
Field Research ◽  
Primary Data ◽  
Research Approach ◽  
Quality Service ◽  
Business World

In the business world, quality is certainly something very important. Quality or product quality is a determinant of consumer satisfaction, after buying or using a product. In addition to product quality, one thing that should not be missed is service quality. Service quality is a measure of how good the level of service that a company can provide to its customers. Even Islamic teachings have taught about providing services from businesses that must be carried out properly, both in the products and services provided. Both have an important role in customer satisfaction and loyalty. This type of research is field research with a research approach that is quantitative research. Where the variables used in this study are product quality, service quality, customer satisfaction and customer loyalty. The population in this study were Muslim consumers of Le'gita Coffee & Bristo Pemalang. Sampling using the Lemeshow formula with a total sample of 100 respondents. Sources of data in this study are primary data and secondary data. The data collection method used is a questionnaire, and the analysis method is path analysis where the variable of consumer satisfaction is the intervening variable. Based on the results of the study, two path test equations were obtained. The result of testing the two equations is that there is an influence between the two independent variables, namely product quality and consumer quality on consumer loyalty either directly or indirectly through customer satisfaction.Dalam dunia bisnis menyoal kualitas tentunya sesuatu yang sangat penting. Mutu ataukualitas produk adalah penentu kepuasan konsumen, setelah memberli ataupun memakai sebuah produk.Selain kualitas produk, salah satu hal yang tidak boleh dilewatkan adalah kualitas pelayanan. Kualitas pelayanan merupakan sebuah ukuran mengenai seberapa bagus tingkat pelayanan yang mampu diberikan oleh sebuah perusahaan pada konsumennya. Dalam ajaran Islampun sudah mengajarkan tentang memberikan layanan dari usaha harus dijalankan dengan baik, baik dalam produk ataupun jasa yang diberikan. Keduanya mempunyai peran penting dalam kepuasan dan loyalitas konsumen. Jenis penelitian ini adalah field research dengan pendekatan penelitian yaitu penelitian kuantitatif. Dimana variabel yang digunakan pada penelitian ini adalah kualitas produk, kualitas pelayanan, kepuasan konsumen dan loyalitas konsumen. Populasi pada penelitian ini adalah konsumen muslim Le’gita Coffee & Bristo Pemalang. Pengambilan sampel dengan menggunakan rumus lemeshow dengan jumlah sampel sebanyak 100 responden. Sumber data pada penelitian ini adalah data primer dan data sekunder. Metode pengumpulan data yang digunakan adalah kuesioner, dan metode analisis yaitu uji jalur (path analysis) dimana variabel kepuasan konsumen sebagai variabel intervening. Berdasarkan hasil penelitian diperoleh dua persamaan uji jalur. Hasil dari pengujian kedua persamaan yaitu terdapat adanya pengaruh pada antara kedua variable bebas yaitu kualitas produk dan kualitas konsumen terhadap loyalitas konsumen baik secara langsung ataupun secara tidak langsung melalui kepuasan konsumen.

scholarly journals PENGARUH PERSEPSI HARGA, PROMOSI, DAN KUALITAS PELAYANAN TERHADAP KEPUASAN DAN DAMPAKNYA TERHADAP LOYALITAS KONSUMEN

2018 ◽  
Vol 7 (11) ◽  
pp. 5955
Author(s):  
I Made Adi Juniantara ◽  
Tjokorda Gde Raka Sukawati
Keyword(s):  
Service Quality ◽  
Path Analysis ◽  
Significant Influence ◽  
Consumer Satisfaction ◽  
Service Providers ◽  
Sampling Technique ◽  
Transportation Services ◽  
Price Perception ◽  
Analysis Technique

In Denpasar the application of online-based transport service providers experienced a very tight competition in order to get big profits. In the area of ??Denpasar itself has been operating three online service provider-based services such as Uber, Gojek and Grab. This research type of online transportation services to be selected is UberX. The research location was conducted in Denpasar city. The number of samples used were 133 respondents, sample determination using non-probability sampling method with purposive sampling technique. Data collection method used is questionnaire with path analysis technique (path analysis). The result of the research found that price perception have positive and significant influence to satisfaction, promotion have positive and significant effect to satisfaction, service quality have positive and significant effect to satisfaction, and consumer satisfaction have positive and significant influence to consumer loyalty. This shows that the better the consumer perception of price, promotion and quality of service provided will increase customer satisfaction and loyalty UberX. Keywords: price perception, promotion, service quality, satisfaction, loyalty

scholarly journals THE EFFECT OF SERVICES AND IMAGES ON TOURIST SATISFACTION AS USERS OF TRANS-JAKARTA TO TOURISM DESTINATIONS AT RAGUNAN WILDLIFE PARK DURING THE COVID-19 PANDEMIC

2021 ◽  
Vol 3 (3) ◽  
pp. 52-61
Author(s):  
Gagih Pradini ◽  
Rahayu Lestri ◽  
Resti Hardini
Keyword(s):  
Economic Growth ◽  
Problem Solving ◽  
Service Quality ◽  
Research Activity ◽  
Tourist Satisfaction ◽  
Essential Components ◽  
The World ◽  
Tourism Destinations

Tourism is one of the essential components to drive economic growth around the world in recent times, one of the tourism activities is visiting tourism destinations. This research activity is expected to provide the correct strategic input for Transjakarta companies during the pandemic. The variables used are Service Quality (X1) and Image (X2). Determining the location and channel used to provide services to customers involves thinking about how to deliver or deliver services to customers and where this will be done. Problem Solving Orientation states and Dependent Satisfaction (Y1) where service, product, and image benchmarks are maintained during the pandemic despite following health protocols.

scholarly journals THE INFLUENCE OF BRAND EXPERIENCE AND SERVICE QUALITY TO CUSTOMER LOYALTY MEDIATED BY CUSTOMER SATISFACTION IN STARBUCKS COFFEE MALANG

2018 ◽  
pp. 185
Author(s):  
Aldeline Nolita Devia
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Path Analysis ◽  
Customer Loyalty ◽  
Consumer Satisfaction ◽  
Brand Experience ◽  
Test Results ◽  
A Value

<p align="center"><strong>ABSTRACT</strong></p><p>This study discusses the effect of Brand Experience and service quality on customer loyalty mediated customer satisfaction. The purpose of this study was to determine and analyze in depth the effect of brand experience and service quality on customer loyalty mediated customer satisfaction at Starbucks Coffee Malang. This research uses explanatory research that explain the causal relationship between the variables studied.By using a survey of 180 respondents to test the research hypothesis.Research data analysis using the test instrument, the classical assumption test, multiple linear regression, and path analysis / Path Analysis. The test results prove the instrument has met the criteria of validity and reliability, the classic assumption test results also have met the criterion of the assumptions of normality, autocorrelation, Non-Multicolinearity and heterocedastisity. In this study obtained; a). Brand experience on consumer satisfaction with the value of 0.309, or 30.9%, b). The quality of service to customer satisfaction with the value of 0.387 or 38.7%., C). Brand experience on consumer loyalty to the value of 0.216 or 21.6%., D). Service quality on customer loyalty with a value of 0,305 or 30.5%., E). Effect of brand experience and service quality customer satisfaction with the value of 0.581 or 58.1%., F). Effect of brand experience and service quality on customer loyalty with a value of 0.657 or 65.7%., G). Effect of brand experience and service quality on customer loyalty mediated consumer satisfaction with the value of 0.438 or 43.8%. Based on these results, it is necessary to enhance the consumer's commitment to give satisfaction to the consumers better by excellent service or "service excellence" is the attitude and serve with satisfactory manner from the present level while maintaining the brand experience Starbucks Coffee Malang.</p><p>KEYWORDS: Brand experience (<em>Sensory, Affection, Behavior, Intellectual</em>), Quality of service (reliable, responsiviness, empathy), loyalty, customer satisfaction.</p>

scholarly journals PENGARUH DIMENSI KUALITAS PELAYANAN JASA TERHADAP KEPUASAN DAN MINAT DATANG KEMBALI KONSUMEN PADA DEALER WIRA MEGAH TOYOTA PROFITAMAS PALANGKA RAYA

2019 ◽  
Vol 3 (1) ◽  
pp. 1-12
Author(s):  
Isra Misra ◽  
Arianto Arianto
Keyword(s):  
Quality Of Service ◽  
Service Quality ◽  
Path Analysis ◽  
Consumer Satisfaction ◽  
Quantitative Research ◽  
Sampling Method ◽  
Analysis Tool ◽  
Quality Dimension ◽  
Analysis Application

This research aims to see the Influence of Service Quality Dimension on Satisfaction and Consumers' Cause Back Against The Wira Megah Car Workshop Toyota Profitamas Palangka Raya Branch.This research is a quantitative research using descriptive quantitative approach. Analysis tool in this research is Smart PLS (Path Analysis) application. The research variables consist of Quality of Service (X), Consumer Satisfaction (Y1) and Come Back (Y2) as mediation variable. Samples use Accidental Sampling method as many as 100 samples from all customers of Toyota Workshop Palangka Raya.Result of research of service quality constructively can influence customer's satisfaction which have implication on intention come back in accordance with outer loading analysis result 0,867 (86,7%). Similarly, customer satisfaction variables have been able to explain and mediate quality of service variables with outer loading of 0.925 (92.5%). While for the intention variable comes back own value of outer loading equal to 0,922 (92,2%) The information indicate that statistically test service of new service to workshop is the highest indicator in describing variable of intention come back again.

scholarly journals Pengaruh Kualitas Pelayanan dan Kualitas Produk terhadap Kepuasan Konsumen melalui Marketing Relationship di Masa Pandemi Covid-19

2021 ◽  
Vol 9 (2) ◽  
pp. 239-245
Author(s):  
Ike Kusdyah Rachmawati
Keyword(s):  
Service Quality ◽  
Path Analysis ◽  
Product Quality ◽  
Relationship Marketing ◽  
Consumer Satisfaction ◽  
Service Needs ◽  
Quality Service ◽  
Independent Variables ◽  
Marketing Relationship ◽  
Quantitative Descriptive

Competition in providing the best service needs to be done to pamper and give satisfaction to customers, this can be realized by providing something more for customers to enjoy the food and drinks offered even during the current pandemic. This research is quantitative descriptive. This study took service quality and product quality as the independent variables, consumer satisfaction as the dependent variable, and relationship marketing as the intervening variable. The research location is Café BataPuti Coffee House. The population in this study were people who had visited Café BataPuti. The sample used is as many as 90 respondents to people who have visited the BataPuti Coffee House. The analysis used is Path Analysis Analysis. The results of this study is a significant impact on relationship marketing toward service quality and product quality. service quality and product quality have a significant effect on consumer satisfaction. service quality on customer satisfaction through relationship marketing has a significant effect. Product quality on consumer satisfaction through relationship marketing has a significant effect.

scholarly journals PERAN KUALITAS PELAYANAN DALAM MEMEDIASI PENGARUH TOTAL QUALITY MANAGEMENT TERHADAP KEPUASAN KONSUMEN PADA SEPEDA BALI TOUR

2019 ◽  
Vol 8 (5) ◽  
pp. 3247
Author(s):  
I Gede Bayu Mertha Segara ◽  
Gede Merta Sudiartha
Keyword(s):  
Quality Management ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Total Quality Management ◽  
Path Analysis ◽  
Consumer Satisfaction ◽  
Company Performance ◽  
Total Quality ◽  
Beta Coefficient

Business competition is getting tighter and the changing needs of consumers make companies must always be able to provide satisfaction to consumers in order to be able to compete with competitors. The application of total quality management can improve company performance in providing satisfaction to consumers. In addition, by providing good quality service to consumers, it will give more greater satisfaction on consumers. The purpose of this study was to determine the role of service quality in mediating the effect of total quality management on customer satisfaction. This research was conducted at Sepeda Bali Tour, with the number of respondents being 200 consumers of Sepeda Bali Tour. The method used is nonprobability sampling, especially purposive sampling with data analysis techniques using path analysis and sobel test. Based on the results of the analysis carried out the results show that service quality variables are able to mediate the effect of applying total quality management on customer satisfaction. The path analysis test shows that the direct effect of the total quality management variable on customer satisfaction has a beta coefficient of 0.386 while the indirect effect mediated by service quality shows a beta coefficient of 0.489. While the results of the sobel test obtained a calculated Z value of 12.0123 which is greater than 1.96 (Z count 12.0127> 1.96) which means that service quality is able to mediate total quality management on customer satisfaction Keyword :                total quality management (tqm), service quality, consumer satisfaction

scholarly journals The Effect of Service Quality, Product Quality, Experimental Marketing and Location by Intervening Consumer Satisfaction on McDonald's Repurchase Interest in the Green Garden Kedoya Branch

2021 ◽  
Vol 4 (1) ◽  
pp. 53-67
Author(s):  
Lia Amalia ◽  
Pradana Putra
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Path Analysis ◽  
Product Quality ◽  
Significant Influence ◽  
Consumer Satisfaction ◽  
Positive Influence ◽  
Experiential Marketing ◽  
Purchasing Intention ◽  
Quality Product

This study aims to determine the effect of Service Quality, Product Quality, Experiential Marketing and Location as a independent variable by Intervening Consumer Satisfaction on Purchasing Intention  as a dependent variable at McDonald's Green Garden Kedoya Branch. The method of analysis used in this research is Path Analysis or path analysis. The results of this study indicate that service quality has a positive influence on customer satisfaction, while product quality has no effect on customer satisfaction. Experiential marketing has a positive and significant influence on customer satisfaction, as well as location which has a positive influence on customer satisfaction. Service quality does not have a positive effect on repurchase interest, but product quality has a positive and significant impact on consumer repurchase interest. Meanwhile, experiential marketing also does not have a positive influence on consumer Repurchase Interest, location has a positive and significant influence on consumer Repurchase Interest

PENGARUH KUALITAS PRODUK, CITRA MEREK DAN NILAI EMOSIONAL TERHADAP KEPUTUSAN PEMBELIAN DAN DAMPAKNYA PADA KEPUASAN KONSUMEN (STUDI PADA KONSUMEN TUPPERWARE DI KOTA PONTIANAK)

2019 ◽  
Vol 7 (4) ◽  
Author(s):  
NICODEMUS B2041141022
Keyword(s):  
New York ◽  
Path Analysis ◽  
Brand Equity ◽  
Business Strategy ◽  
Consumer Satisfaction ◽  
Brand Image ◽  
Personal Selling ◽  
Service Marketing ◽  
Brand Name ◽  
Science Review

Penelitian ini merupakan penelitian kuantitatif dengan menggunakan metode deskriptif kausalitas dengan menggambarkan kondisi sebagaimana adanya berdasarkan data yang diperoleh pada saat penelitian pada stockiest Tupperware Jl.Danau Sentarum dan Jl. Sungai jawi kota  Pontianak. Dalam penelitian ini, sampel diambil sebanyak 100 responden yang menggunakan produk Tupperware. Teknik analisis data menggunaka analisis Regresi Bertahap (Analisis Jalur/Path Analysis), Analisis jalur tidak hanya menguji pengaruh langsung, tetapi juga menjelaskan tentang ada atau tidaknya pengaruh tidak langsung yang diberikan variabel bebas melalui variabel intervening terhadap variabel terikat.Dari hasil penelitian ini menunjukan bahwa kualitas produk (X1) dan citra merek (X2) tidak berpengaruh signifikan terhadap keputusan pembelian (Y1) produk Tupperware, hal ini berarti H1 dan H2 ditolak. Sedangkan nilai emosional (X3) berpengaruh signifikan terhadap keputusan pembelian (Y1) produk Tupperware, hal ini berarti H3 terbukti (diterima).Berdasarkan hasil pengujian hipotesis, dapat diketahui bahwa citra merek (X2) dan nilai emosional (X3) tidak berpengaruh signifikan terhadap kepuasan konsumen (Y2) produk Tupperware, hal ini berarti H5 dan H6 tidak terbukti (ditolak). Sedangkan kualitas produk (X1) berpengaruh signifikan terhadap kepuasan konsumen (Y2), hal ini berarti H4 terbukti (diterima). Berdasarkan hasil pengujian hipotesis keputusan pembelian (Y1) berpengaruh signifikan terhadap kepuasan konsumen (Y2) produk Tupperware, hal ini berarti H7 terbukti (diterima). Penelitian ini menunjukkan bahwa keputusan pembelian tidak memediasi kualitas produk dan citra merek terhadap kepuasan konsumen dari produk Tupperware. Kata kunci : kualitas produk, citra merek, nilai emosional, keputusan pembelian, kepuasan konsumen.DAFTAR PUSTAKA  Aaker, David A (1991), Managing Brand Equity: Capitalizing on the value of Brand Name, Prentice Hill, New York Almaulidta, Suharyono dan Yulianto (2015). “Pengaruh Green Brand Terhadap Keputusan Pembelian dan Kepuasan Konsumen (Survei Pada Mahasiswa Program Strata 1 Fakultas Ilmu Administrasi Universitas Brawijaya yang Menggunakan Produk Elektronik Merek Sony”. Malang Jurnal Administrasi Bisnis Vol. 3, No.1, 2015. Amirullah (2002). Perilaku Konsumen, Cetakan Pertama, Graha Ilmu, Yogyakarta. Anastasia dan Nurendah (2014). “Pengaruh Kualitas Produk dan Citra Merek Terhadap Keputusan Pembelian Konsumen. Bogor: Jurnal Ilmiah Manajemen Kesatuan Vol. 2, No. 2, 2014. Atmaja dan Adiwinata (2013). “Pengaruh Produk, Harga, Lokasi, dan Kualitas Layanan Terhadap Keputusan Pembelian di Kopitiam Oey Surabaya”. Surabaya: Jurnal Hospitality dan Manajemen Jasa Vol. 1, No. 2, 2013. Engel, James, F, Roger D. Blackwell, dan Paul W. Miniard (1994). Perilaku Konsumen. Edisi Keenam. Jilid 1. Penerbit Binarupa Aksara. Jakarta Ghozali, Imam. 2005. Aplikasi Analisis Multivariate dengan Program SPSS. Badan Peerbit Universitas Diponegoro, Semarang. Giese & Cote. (2000). Academy of Marketing Science Review. Defining Consumer Satisfaction. Vol 2000 No. 1 Available: http://www.ams review.org/articlesgiese01-2000.pdf Haryadi Sarjono, Winda Julianit (2011). SPSS vs LISREL sebuah pengantar Aplikasi untuk Riset. Penerbit Salemba Empat. Jakarta. Heriyati dan Septi (2011). “Analisis Pengaruh Brand Image dan Kualitas Produk Terhadap Keputusan Pembelian Konsumen pada Hanphone Nexian”. Jakarta: Jornal of Business Strategy and Excecuation Vol. 4, No. 1, 2012. https://metlitblog.wordpress.com/2016/11/25/pengertian-analisis-data-menurut-ahli/ Keller, Kevin L (1993). How to manage brand equity. Jakarta: Gramedia Pustaka.Kotler,Philip dan Gary Amstrong (2001). Prinsip-Prinsip Pemasaran, jilid 2, edisi ke-8. Penerbit Erlangg, Jakarta.Kotler,Philip dan Kevin Lane Keller (2012). Marketing Management. New Jersey: Pearson Education Limited. Kotler,Philip, dan Gary Armstrong (2012). Principle of Marketing. Upper Sadle River, N.J : Pearson Prentice Hall. Kotler,Philip  (2005). Manajemen Pemasaran. Jilid II. Edisi Kesebelas. Alih Bahasa Benyamin Molan. Jakarta : Indeks. Loverlock, Christoper H dan Wright, Lauren K (2007). Manajemen Pemasaran Jasa, Jakarta : Indeks. Panjaitan (2012). “Pengaruh Harga, Kualitas Produk, Tempat dan Kualitas Layanan Terhadap Kepuasan Konsumen (Studi Kasus Pada Restoran Simpang Raya BSD)”. Jakarta : DeReMa Jurnal Manajemen Vol. 7, No. 2, 2012. Priansa. Donni Juni (2017). Perilaku Konsumen Dalam Persaingan Bisnis Kontemporer. Bandung: Alfabeta. Priyanto, Rosa, Syarif (2014). “Pengaruh Personal Selling dan Kualitas Produk Terhadap Keputusan Pembelian”. Bogor: Jurnal Ilmiah Manajemen Kesatuan Vol. 2 No.1, 2014. Rares dan Jorie (2015). “Pengaruh Harga, Promosi, Lokasi, Citra Merek dan Kualitas Produk Terhadap Keputusan Pembelian Konsumen di Toko Bengkel Gaoel Manado Town Square”. Manado: Jurnal EMBA Vol. 3, No. 2, 2015. Rizan dan Anjarestu (2013). “Pengaruh kualitas Produk dan Personal Selling Terhadap Kepusasn Pelanggan Pada Majalah Info Bekasi (Studi Kasus PT.SIBK)”. Bekasi: Jurnal Riset Manajemen Sains Indonesia (JRMSI) Vol.4, No. 1, 2013. Setiadi, Nugroho J (2003). Perilaku Konsumen. Kencana. Jakarta.Stanton, William J (1991), Prinsip Pemasaran, Erlangga. Jakarta.Sugiono (2002). Statistika Untuk Penelitian. Bandung : CV AlfabetaTjiptono, Fandy (2001). Strategi Pemasaran. Edisi Kedua. Cetakan Keenam. Yogyakarta: Penerbit. Andy. Tjiptono, Fandy (2002). Strategi Pemasaran, Edisi Kedua. Penerbit Andi Offset, Yogyakarta. Tjiptono, Fandy (2006). Manajemen Jasa. Jogyakarta : AndiUmar, Husein (2009). Metode Penelitian untuk Skripsi dan Tesis Bisnis. Jakarta: Rajawali Pers Yana, Suharyono, Abdillah (2015). “Pengaruh Citra Merek Terhadap Kepuasan Pelanggan dan Loyalitas Pelanggan. Malang : Jurnal Administrasi Bisnis Vol. 21 No. 1, 2015. Zeithaml, V.A., & Bitner, M.J (2009). Service Marketing , Integrating Customer Focus Across Firm, Fifth Edition. New York: Irwin McGraw-Hill.

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