PENGARUH KUALITAS PELAYANAN DAN KEPERCAYAAN MEREK TERHADAP KEPUASAN KONSUMEN DI Mc DONALD’S KEDATON BANDAR LAMPUNG

Marhen Saputra, Anggalia Wibasuri

Abstract


McDonalds merupakan perusahaan global yang memiliki banyak pesaing baru untuk bisnis sejenisnya. Tujuan penelitian ini untuk mengetahui pengaruh kualitas pelayanan dan kepercayaan merek terhadap kepuasan konsumen pada produk McDonald’s. Penelitian menggunakan pendekatan kuantitatif yang dianalisis dengan menggunakan SPSS versi 20. Kualitas pelayanan dan kepercayaan merek berpengaruh positif dan signifikan terhadap kepuasan konsumen baik secara parsial maupun simultan pada McDonald’s Kedaton, Bandar Lampung.


Keywords


Kepercayaan Merek, Kualitas Pelayanan, Kepuasan Konsumen

Full Text:

PDF

References


Arini Isfahila, Feti Fatimah, Wahyu Eko S. (2018). Pengaruh Harga, Desain, Serta Kualitas Produk Terhadap Kepuasan Konsumen. JSMBI ( Jurnal Sains Manajemen Dan Bisnis Indonesia ), 8 (2), 211-227.

Chiou, J.S. & Droge, C. (2006). Service Quality, Trust, Specific Asset Investment, And Expertise: Direct And Indirect Effects In A Satisfaction-Loyalty Framework. Journal Of The Academy Of Marketing Science. 34 (4), 613-627.

Dagger, T. S., Sweeney, J. C., Johnson, L. W. (2007). Understanding Service Quality: A Critical Review Of Concepts And Measures. Journal Of Retailing, 83 (1), 3-31.

Dam, S.M., Dam, T.C. (2021). Relationships Between Service Quality, Brand Image, Customer Satisfaction, And Customer Loyalty. Journal Of Asian Finance, Economics and Business, 8 (3). 0585–0593.

Hurley, R. F. (2012). The decision to trust: How leaders create high-trust organizations (1st ed). Jossey-Bass.

Kiyani, T.M. (2012). The Relationship Between Brand Trust, Customer Satisfaction and Customer Loyalty, Interdisciplinary Journal of Contemporary Research in Business, 489-502.

Kotler, P., Keller, K. L. (2009). Manajemen Pemasaran. Edisi 13. Jakarta: Erlangga.

Lupiyoadi, R. (2016). Manajemen Pemasaran Jasa. Jakarta: Salemba Empat.

Masinambow, R. P., Tampi, J. R. E., Tamengkel, L. F. (2021). Pengaruh Kualitas Produk Terhadap Kepuasan Konsumen CV. Prayer Mebel Desa Tewasen Kabupaten Minahasa Selatan. 2 (2).

Niazi, A. R., Hussain, A. (2018). Brand Trust, Perceived Quality, Perceived Risk, and Customer Loyalty: A Literature Review. International Journal of Marketing Studies, 10 (2), 1-15.

Putro, R. N. C. A., Rachmat, B. (2019). Effect Of Brand Image and Service Quality On Customer Satisfaction And Loyalty At Bank Jatim Syariah Surabaya. Russian Journal of Agricultural and Socio Economic Sciences, 87 (3), 152–165.

Santouridis, I., Trivellas, P. 2010. Investigating The Impact of Service Quality And Customer Satisfaction On Customer Loyalty In Mobile Telephony in Greece. The TQM Journal, 22 (3), 330-343.

Sivadas, E., Baker-Prewitt, J. L. (2000). An Examination Of The Relationship Between Service Quality, Customer Satisfaction, And Store Loyalty. International Journal of Retail Distribution Management, 28 (2), 73-82.

Tjahjono, H.K., Fachrunnisa, O., Palupi, M. (2019). Configuration Of Organisational Justice And Social Capital: Their Impact On Satisfaction And Commitment. International Journal Of Business Excellence. 17 (3). 336-360.

Tjiptono, F., Chandra, Ph. D., Gregorius. (2016). Service Quality and Satisfaction (Ke-4). ANDI.

Uut Handayani. 2021. Pengaruh Citra Merek, Kepercayaan Dan Nilai Pelanggan Terhadap Kepuasan Pelanggan Pengguna Gojek Di Kota Batam. Skripsi. Universitas Putera Batam.

Zboja, J.J., Voorhees, C.M. (2006). The Impact Of Brand Trust And Satisfaction On Retailer Repurchase Intentions. Journal of Services Marketing, 20 (6), 381-390.




DOI: http://dx.doi.org/10.36448/jmb.v14i1.3125

Article Metrics

Abstract view : 3 times
PDF - 0 times

Refbacks

  • There are currently no refbacks.


Explore: Jurnal Sistem Informasi dan Telematika (Telekomunikasi, Multimedia dan Informatika) Saat ini Terindeks:

Penerbit Jurnal:Program Studi Manajemen Fakultas Ekonomi Universitas Bandar Lampung

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

Technical Support by:  RYE Education Hub