EFFECT OF RELATIONSHIP MARKETING, STORE IMAGE, AND COMPLETENESS OF PRODUCTS TO CUSTOMER LOYALTY THROUGH TRUST AS VARIABLE INTERVENING (STUDY ON PAKNING JAYA TRADE BUSINESS)
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Abstract
The level of competition in the business world is already considered very tight in Indonesia because every business tries to attract market share in order to retain consumers and attract new consumers. Therefore, it is necessary to carry out various efforts through market strategies in order to win the competition and ultimately achieve business objectives. One aspect of taking part in a change is the public's demand for loyalty. This study aims to determine and analyze the effect of Relationship Marketing, Store Image, and product completeness on consumer loyalty through Trust as a variable intervening in the Pakning Jaya trading business. The number of respondents used in this research is 100 respondents who shop at Pakning Jaya trading business. The research analysis technique used in this research is Accidental Sampling analysis using descriptive analysis and multiple linear regression with the help of PLS software. From the tests that have been done, it can be seen that Relationship Marketing, Store Image, and product completeness have affected customer loyalty to consumers of Pakning Jaya's trading business.
References
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Semuel, H. (2012). Customer Relationship Marketing Pengaruhnya Terhadap. 7(1), 33–41. https://doi.org/10.9744/pemasaran.7.5.33-41
Setiawan, Y., Junaedi, A. T., & Chandra, T. (2021). Increasing Effect of Employee Work Ethics and Training on Employee Performance and Service Quality at PT XL Axiata Riau. Journal of Applied Business and Technology, 2(3), 194–205.
Shopiah, & Shihabuddin. (2008). Manajemen Bisnis Ritel. Andi.
Sivesan. (2012). Impact of Relationship Marketing on Costumer Loyalty on Banking Sectors. South Academic Research, 2(3), 179–199.
Sudarno, Putri, N. Y., Renaldo, N., Hutahuruk, M. B., & Cecilia. (2022). Leveraging Information Technology for Enhanced Information Quality and Managerial Performance. Journal of Applied Business and Technology, 3(1), 102–114.
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Tjiptono, F. (2018). Pemasaran Jasa. In Andi (Ed.), Strategi Pemasaran Marketing (p. 416).
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Widodo, T. (2016). Pengaruh Kelengkapan Produk Dan Kualitas Pelayanan Terhadap Keputusan Pembelian, Studi Kasus Pada Swalayan Ada Baru Di Salatiga. Jurnal Among Mikarti, 09(17), 100.
Winardi, A. (2016). Pengaruh Kelengkapan Produk, Kepercayaan Dan Pelayanan Terhadap Kepercayaan Di Apotek Guyubrukun Tulunggagung. Ekonomi Akuntansi, 01(08), 1–13.
Yarmanelis, Rahman, S., Junaedi, A. T., & Momin, M. M. (2022). The Effect of Commitment, Motivation, and Leadership on Heads and Teachers Performance in the Junior High School in Rimba Melintang. Journal of Applied Business and Technology, 3(3), 226–234.
Y.Yofi, F. Y. (2017). MENARA Ilmu Vol. XI Jilid 2 No.78 November 2017. XI(78), 133–146.
Albertini, J., & Mayer, C. (2010). Using Miscue Analysisto Asses Comprehension in Deaf College Reader. Journal of Deaf Studies and Deaf Education, 35–46.
Alic, A., Agic, E., & Cinjarevic, M. (2017). The importance of store image and retail service quality in private brand image-building. Entrepreneurial Business and Economics Review, 5(1). https://www.ceeol.com/search/article-detail?id=524353
Arif, I., Komardi, D., & Putra, R. (2021). Brand Image, Educational Cost, and Facility on Student Satisfaction and Loyalty at STIE Pelita Indonesia. Journal of Applied Business and Technology, 2(2), 118–133.
Aulia, C., Rachma, N., & Slamet, A. R. (2019). Pengaruh Brand Image Terhadap Brand Loyalty Dengan Brand Trust Sebagai Variabel Intervening Pada Pelanggan Super Geprek. E-Jurnal Riset Manajemen, 8(09), 139–152.
Bahrudin, M., & Zuhro, S. (2016). Pengaruh Kepercayaan Dan Kepuasan Pelanggan Terhadap Loyalitas Pelanggan. BISNIS : Jurnal Bisnis Dan Manajemen Islam, 3(1), 1. https://doi.org/10.21043/bisnis.v3i1.1463
Chandra, T., Renaldo, N., & Putra, L. C. (2018). Stock Market Reaction towards SPECT Events using CAPM Adjusted Return. Opción, Año 34(Especial No.15), 338–374.
Darwin, S., Yohanes, D., Kunto, S., & Si, S. (2014). Analisis Pengaruh Kualitas Layanan Terhadap Loyalitas Pelanggan Dengan Kepuasan Dan Kepercayaan Pelanggan Sebagai Variabel Intervening Pada Asuransi Jiwa Manulife Indonesia – Surabaya. Jurnal Manajemen Pemasaran Petra, 2(1), 1–12.
Fajri, D., Chandra, T., & Putra, R. (2021). The Influence of Brand Image and Promotion on the Decisions of Students in STIE Mahaputra Riau with Learning Interest as Intervening. Journal of Applied Business and Technology, 2(3), 223–232.
Ghozali. (2012). Aplikasi Analisis Multivariate Dengan Program SPSS. Badan Penerbit Universitas Diponegoro.
Hamdani, M. (2016). Peningkatan Loyalitas Pelanggan Melalui Kualitas Pelayanan Dan Ragam Jasa Dengan Trust Sebagai Variabel Moderating (Kasus Konsumen Jasa Transportasi Ojek Online. Good Corporate Governance (Gcg) Dalam Perspektif Agency Theory, 2000, 50–57.
Hidayat, A., Chandra, T., & Putra, R. (2022). Service Quality on Consumer Satisfaction and Non-Wage Consumer Loyalty in BPJS Ketenagakerjaan Pekanbaru Panam Branch. Journal of Applied Business and Technology, 3(2), 166–176.
Ishak, A. (2009). Pengaruh kepuasan dan kepercayaan konsumen terhadap Loyalitas: Studi tentang peran mediasi. 15(1).
Jacksen, Chandra, T., & Putra, R. (2021). Service Quality and Brand Image on Customer Satisfaction and Customer Loyalty at Pesonna Hotel Pekanbaru. Journal of Applied Business and Technology, 2(2), 142–153.
Juprizon, Chandra, T., & Komardi, D. (2022). Work Environment, Compensation, and Supervision on Job Satisfaction and Teacher Performance at SMA Negeri 1 Kampar. Journal of Applied Business and Technology, 3(3), 235–250.
Kotandi, V. (2005). Analisis Citra Toko terhadap Kepercayaan Konsumen dan Dampaknya pada Loyalitas Pelanggan di PT. Sloka Kencana Abadi.
Kotler, & Keller. (2012). Manajemen Pemasaran (12th ed.). Erlangga.
Kusmayadi, T. (2009). Pengaruh Relationship Quality terhadap Loyalitas Nasabah Tabungan. Jurnal Sains Manajemen Dan Akuntansi STIE STAN-IM, 1(1), 1–19. http://jsma.stan-im.ac.id/volume-i-no-1/pengaruh-relationship-quality-terhadap-loyalitas-nasabah-tabungan/%5Cn, http://www.stan-im.ac.id/jsma/pdf/vol1/Pengaruh_Relationship_Quality_Terhadap_Loyalitas_Nasabah_Tabungan.pdf
Mowen, J. C., & Minor, M. (2010). Consumer Behavior. Prentice Hall, Inc.
Napitupulu, B., Sudarno, & Junaedi, A. T. (2021). Budget Realization as a Management Control Tool for Company Performance at PT. Pelabuhan Indonesia I (Persero) Pekanbaru Branch. Journal of Applied Business and Technology, 2(3), 243–250.
Noor, S. (2014). Penerapan Analisis Swot dalam Menentukan Strategi Pemasaran Daihatsu Luxio di Malang. Jurnal INTEKNA, 14(2), 102–209.
Pradita, D. (2019). Pengaruh Relationship Marketing terhadap Nasabah pada BMT - Almusahabbin Medan.
Prasetya, C. (2014). Pengaruh Citra Merk, Kualitas Produk Terhadap Kepercayaan Serta Keputusan Pembelian (Survei pada Pembeli Sepeda Motor Honda Vario pada PT Sumber Purnama Sakti di Kabupaten Gresik). Jurnal Administrasi Bisnis S1 Universitas Brawijaya, 15(2), 84754.
Pujiwidodo, D. (2016). Pengaruh Kelengkapan Produk dan Kualitas Pelayanan terhadap Kepercayaan Swalayan Adabaru Salatiga. III(2), 2016.
Putri, S. L., & Nursinta, L. (2017). 10(1), 13–21.
Rachmawati, R., & Jasa. (2011). Peranan Bauran Pemasaran (Marketing Mix) terhadap Peningkatan Penjualan (Sebuah Kajian terhadap Bisnis Restoran). Jurnal Kompetensi Teknik, 2(2), 143–150.
Rehman, M. A., Woyo, E., Akahome, J. E., & Sohail, M. D. (2020). The influence of course experience, satisfaction, and loyalty on students’ word-of-mouth and re-enrolment intentions. Journal of Marketing for Higher Education, 32(2), 1–19. https://doi.org/10.1080/08841241.2020.1852469
Renaldo, N., Sudarno, Hutahuruk, M. B., Junaedi, A. T., Andi, & Suhardjo. (2021). The Effect of Entrepreneurship Characteristics, Business Capital, and Technological Sophistication on MSME Performance. Journal of Applied Business and Technology, 2(2), 109–117.
Ruslan, C. V. (2020). Pengaruh Lokasi Toko, Harga, Kualitas Produk, Citra Toko Terhadap Loyalitas Konsumen di Minimarket Sekip Makmur Palembang.
Safa’atillah. (2018). Pengaruh faktor kelengkapan produk, kualitas produk dan citra produk terhadap loyalitas konsumen Basmalah market Karanggeneng. Safa’atillah, 4(1), 107–113.
Schlesinger, W., Cervera, A., & Pérez-Cabañero, C. (2017). Sticking with your university: the importance of satisfaction, trust, image, and shared values. Studies in Higher Education, 42(12), 2178–2194. https://doi.org/10.1080/03075079.2015.1136613
Semuel, H. (2012). Customer Relationship Marketing Pengaruhnya Terhadap. 7(1), 33–41. https://doi.org/10.9744/pemasaran.7.5.33-41
Setiawan, Y., Junaedi, A. T., & Chandra, T. (2021). Increasing Effect of Employee Work Ethics and Training on Employee Performance and Service Quality at PT XL Axiata Riau. Journal of Applied Business and Technology, 2(3), 194–205.
Shopiah, & Shihabuddin. (2008). Manajemen Bisnis Ritel. Andi.
Sivesan. (2012). Impact of Relationship Marketing on Costumer Loyalty on Banking Sectors. South Academic Research, 2(3), 179–199.
Sudarno, Putri, N. Y., Renaldo, N., Hutahuruk, M. B., & Cecilia. (2022). Leveraging Information Technology for Enhanced Information Quality and Managerial Performance. Journal of Applied Business and Technology, 3(1), 102–114.
Sugiyono. (2012). Metode Penelitian Kuantitaif Kualitatif dan R & B. Alfabeta.
Sugiyono. (2015). Metode Penelitian Pendidikan (Pendekatan Kuantitatif, Kualitatif dan R&D. Alfabeta.
Sunyoto, D. (2014). Dasar Dasar Manajemen Pemasaran (2 (ed.)).
Tjiptono, F. (2018). Pemasaran Jasa. In Andi (Ed.), Strategi Pemasaran Marketing (p. 416).
Utami. (2010). Manajemen Ritel Strategi Dan Implementasi Ritel Modern. Salemba Empat.
Widodo, T. (2016). Pengaruh Kelengkapan Produk Dan Kualitas Pelayanan Terhadap Keputusan Pembelian, Studi Kasus Pada Swalayan Ada Baru Di Salatiga. Jurnal Among Mikarti, 09(17), 100.
Winardi, A. (2016). Pengaruh Kelengkapan Produk, Kepercayaan Dan Pelayanan Terhadap Kepercayaan Di Apotek Guyubrukun Tulunggagung. Ekonomi Akuntansi, 01(08), 1–13.
Yarmanelis, Rahman, S., Junaedi, A. T., & Momin, M. M. (2022). The Effect of Commitment, Motivation, and Leadership on Heads and Teachers Performance in the Junior High School in Rimba Melintang. Journal of Applied Business and Technology, 3(3), 226–234.
Y.Yofi, F. Y. (2017). MENARA Ilmu Vol. XI Jilid 2 No.78 November 2017. XI(78), 133–146.
Published
2022-11-30
How to Cite
ADRIAN, Kevin et al.
EFFECT OF RELATIONSHIP MARKETING, STORE IMAGE, AND COMPLETENESS OF PRODUCTS TO CUSTOMER LOYALTY THROUGH TRUST AS VARIABLE INTERVENING (STUDY ON PAKNING JAYA TRADE BUSINESS).
International Conference on Business Management and Accounting, [S.l.], v. 1, n. 1, p. 164-180, nov. 2022.
Available at: <https://ejournal.pelitaindonesia.ac.id/ojs32/index.php/ICOBIMA/article/view/2822>. Date accessed: 30 mar. 2023.
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Articles
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