PENGARUH RELATIONSHIP BENEFITS TERHADAP LOYALITAS PELANGGAN DENGAN KOMITMEN SEBAGAI VARIABEL PERANTARA DI HOTEL BINTANG EMPAT DI SURABAYA

Laurencia Jap, Ivana Karina Hosea, Fransisca Andreani

Abstract


Abstrak - Penelitian ini dilakukan untuk mengetahui pengaruh relationship benefits terhadap loyalitas pelanggan dengan komitmen sebagai variabel perantara di hotel bintang empat di Surabaya. Indikator-indikator yang terdapat dalam relationship benefits turut berperan dalam membentuk komitmen pelanggan yang akhirnya membentuk loyalitas pelanggan. Teknik analisis data yang digunakan adalah Partial Least Square (PLS). Hasil penelitian menunjukkan relationship benefits memiliki pengaruh yang positif dan signifikan terhadap komitmen pelanggan dan komitmen pelanggan juga memiliki pengaruh yang positif dan signifikan terhadap loyalitas pelanggan.

Abstract - This study is to reveal the impact of relationship benefits on customer loyalty with customer commitment as the mediating variable in four star hotels in Surabaya. The data analysis is Partial Least Square(PLS). The indicators of relationship benefits have influenced customer loyalty with commitment as the mediating variable. The results show that relationship benefits have positive and significant impact on customer commitment and customer commitment has positive and significant impact on customer loyalty.


Keywords


Relationship benefits, komitmen pelanggan, loyalistas pelanggan

References


Abdillah, W. & Jogiyanto, H. M. (2009). Konsep dan aplikasi PLS (Partial Least Square) untuk penelitian empiris. Yogyakarta: Badan Penerbit Fakultas Ekonomi Dan Bisnis UGM.

Anonimous (2014, June). Industri perhotelan dan tren pariwisata di Indonesia. Retrieved September, 3,2016, from http://enciety.com/news-item/industri-perhotelan-dan-tren-pariwisata-di-indonesia-2/ .

Barnes, J.G. (1994), Close to the customer: but is it really a relationship?. Journal of Marketing Management, 10 (7), 561-570.

Caceres, R. C., & Paparoidamis, N. G. (2007). Service quality, relationship satisfaction, trust, commitment and business‐to‐business loyalty. European Journal of Marketing, 41(7/8), 836–867.

Cooil, B., Keiningham,T.L., Aksoy, L. and Hsu, M. (2007). A longitudinal analysis of customer satisfaction and share of wallet: investigating the moderating effect of customer characteristics. Journal of Marketing, 40 (1), 8-35.

Dagger, T. S., & O’Brien, T. K. (2010). Does experience matter?: Differences in relationship benefits, satisfaction, trust, commitment and loyalty for novice and experienced service users. European Journal of Marketing, 44(9/10), 1528–1552.

Dagger, T. S., David, M. E., & Ng, S. (2011). Do relationship benefits and maintenance drive commitment and loyalty?. Journal of Services Marketing, 25 (4), 273 – 281.

Dimitriades, Z. S. (2006). Customer satisfaction, loyalty and commitment in service organizations. Management Research News, 29 (12), 782 - 800.

Euginia, M., Molina, R., Saura, I., & Contri, G. (2009). Relational benefits and loyalty in retailing: an inter-sector comparison. International Journal of Retail & Distribution Management, 37 (6), 493 – 509.

Ferrell, O. C., & Hartline, M. D. (2010). Marketing Strategy, 5th Edition (5th edition.). Australia ; Mason, Ohio: South-Western.

Ghozali, I. (2011). Aplikasi analisis multivariate dengan Program IBM SPSS . Semarang : Badan Penerbit Universitas Diponegoro.

Griffin, J, 2005. Customer loyalty: menumbuhkan dan mempertahankan kesetiaan pelanggan. Jakarta: Erlangga.

Gwinner, K., Gremler, D. and Bitner, M. (1998). Relational benefits in services industries: the customer’s perspective. Journal of the Academy of Marketing Science, 26 (2), 101-14.

Hennig-Thurau, T., Gwinner, K.P. and Gremler, D.D. (2002). Understanding relationship marketing outcomes: an integration of relational benefits and relationship quality. Journal of Service Research, 4 (3), 230-47.

Jones, M. A., Mothersbaugh, D. L., & Beatty, S. E. (2000). Switching barriers and repurchase intentions in services. Journal of Retailing, 76(2), 259-274.

Ju, H., Yen, R., & Gwinner, K. (2003). Internet retail customer loyalty: the mediating role of relational benefits. International Journal of Service Industry Management, 14 (5), 483 – 500.

Kinard, B.R., Capella, M.L. (2006). Relationship marketing: the influence of consumer involvement on perceived service benefits. Journal of Service Marketing, 20 (6), 359 – 368.

Kotler, P. T., & Keller, K. L. (2011). Marketing management (14 edition.). Upper Saddle River, N.J: Pearson.

Liang, C. J., Wang, H. (2007). The behavioral sequence of information education services industry in Taiwan: relationship bonding tactics, relationship quality and behavioral loyalty, Measuring Business Excellence,11 (2), 62 - 74.

Malhotra, Naresha K. (2006). Marketing research : An applied orientation 5th edition. Upper Saddle River, NJ : Prentice Hall.

Moorman, C., Delphande, G. and Zaltman, R. (1993). Factors affecting trust in market research relationships. Journal of Marketing, 57 (1), 81-101.

Morgan, R.M. and Hunt, S.D. (1994), The commitment-trust theory of relationship marketing. Journal of Marketing, 58 (3), 20-38.

Patterson, P., Smith, T. (2001). Relationship benefits in service industries: a replication in a Southeast Asian context. Journal of Services Marketing, 15 (6), 425 – 443.

Rauyruen, P. & Miller, K. E. (2007). Relationship quality as a predictor of B2B customer Loyalty. Journal of Business Research, 60(1), 21–31.

Reynolds, K. and Beatty, S. (1999), Customer benefits and company consequences of customer-salesperson relationships in retailing. Journal of Retailing, 75, 11-32.

Schiffman, L. G., Kanuk, L. L. (2004). Consumer Behavior. New Jersey: Pearson Hall

Sekaran, U., & Bougie R. (2010). Research methods for business a skill building approach. Wiley: Haddington, East Lothian.

Solimun. 2002, Multivariate analysis structural equation modelling (SEM) lisrel dan amos. Fakultas MIPA, Universitas Brawijaya.

Triangga, B. A., & Kurniawan, N. A. (2004, January). Pengaruh overall satisfaction, trust dan commitment terhadap future intentions pelanggan tetap Hotel Surya Mojopahit Mojokerto. Mojokerto. Surabaya, East Java, Indonesia: Universitas Kristen Petra.

Trihendradi. (2012). Step by step spss analisis data statistik. Yogyakarta: ANDI Yogyakarta.

Tu, Y., Liu, W., & Chang, Y. (2014). Customer commitment as a mediating variable between corporate brand image and customer loyalty. Journal of Education and Vocational Research, 5 (1), 17-27.

Udorn, P., Bloom,P.N. and Zeithaml, V.A. (1998). Consumer commitment: A crucial connection betweenconsumers and companies.

Uncles, M., Dowling, G. and Hammond, K. (2003). Customer loyalty and customer loyalty programs. Journal of Consumer Marketing, 20 (4), 294-316.

Wong, M., Deans, K., & Todd, S. (2003). Consumer relational benefits and switching in internet based electronic markets: a conceptual exploration.

Zheithaml, Valerie A., Mary Jo Bitner, and Dwyne D. Gremler. 2006. Service marketing integrating customer focus across the firm 4 th edition. New York : McGraw Hill.

Zineldin, M. (2006). The royalty of loyalty: CRM, quality and retention. Journal of Consumer Marketing, 23 (7), 430-437.


Refbacks

  • There are currently no refbacks.