Analysis of Factors Affecting Customer Loyalty on CV Riau Building Pekanbaru
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Abstract
This study aims to partially and simultaneously analyze the effect of customer satisfaction, product quality, and price on customer loyalty at CV Riau Bangunan Pekanbaru. This study uses multiple linear regression analysis using the SPSS version 21 application, with a sample of 100 customers at CV Riau Bangunan Pekanbaru. The results of the research overall variable customer satisfaction and product quality affect customer loyalty at CV Riau Bangunan Pekanbaru. At the same time, price has a negative effect on customer loyalty at CV Riau Bangunan Pekanbaru. Customer satisfaction, product quality, and price have contributed 81.7% to the customer loyalty variable, although there is still an 18.3% influence on other factors not included in the study.
References
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Suhardjo, S., Renaldo, N., Sevendy, T., Wahid, N., & Cecilia, C. (2023). Customer Satisfaction with Online Food Delivery Services. Luxury: Landscape of Business Administration, 1(2), 90–101. https://firstcierapublisher.com/index.php/luxury/article/view/27
Suwandi, Sularso, A. and Suroso, I. (2015) ‘Pengaruh Kualitas Layanan, Harga Dan Citra Merek Terhadap Kepuasan Dan Loyalitas Pelanggan Pos Ekspres Di Kantor Pos Bondowoso Dan Situbondo’, JEAM Vol XIV April 2015, XIV(April 2015), pp. 68–88.
Suyono, Firnando, F., Yuliendi, R. R., Sudarno, & Putri, N. Y. (2022). The Effect of Quality Service on Client Satisfaction and Loyalty in Tax and Management Consultant Office. International Conference on Business Management and Accounting (ICOBIMA), 1(1), 213–228.
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Adrian, K., Purwati, A. A., Rahman, S., Deli, M. M., & Momin, M. M. (2022). Effect of Relationship Marketing, Store Image, and Completeness of Product to Customer Loyalty through Trust as Variable Intervening (Study on Pakning Jaya Trade Business). International Conference on Business Management and Accounting (ICOBIMA), 1(1), 164–180.
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Amin, A. M., & Wijaya, J. (2024). Brand Trust, Celebrity Endorser, and Product Bundling on Purchasing Interest and Its Impact on Decisions to Purchase Starbucks Drink at Pekanbaru. Interconnection: An Economic Perspective Horizon, 1(4), 181–197. https://doi.org/https://doi.org/10.61230/interconnection.v1i4.69
Amin, A. M., Utari, V. V., Tjahjana, D. J. S., Syahputra, H., & S, M. R. (2023). Brand Image, Service Quality, and Online Customer Review on the Decision to Use Gojek Application Services in Pekanbaru. Interconnection: An Economic Perspective Horizon, 1(2), 68–79. http://firstcierapublisher.com/index.php/interconnection/article/view/34
Arikunto, S. (2013) Prosedur Penelitian: Suatu Pendekatan Praktik. Edited by R. Cipta. Jakarta.
Bahrudin, M. and Zuhro, S. (2016) ‘Pengaruh Kepercayaan Dan Kepuasan Pelanggan Terhadap Loyalitas Pelanggan’, BISNIS : Jurnal Bisnis dan Manajemen Islam, 3(1), p. 1. doi: 10.21043/bisnis.v3i1.1463.
Chandra, T., Wijaya, E., Suryadiningrat, A., Chandra, S., Chandra, J., Indonesia, P., Dumai, P., & Office, T. (2023). Corporate Taxpayer Satisfaction and Compliance Analysis at Pratama Dumai Tax Office: Review of the Service System. International Conference on Business Management and Accounting (ICOBIMA), 1(2), 429–442. https://doi.org/https://doi.org/10.35145/icobima.v1i2.3071
Daryanto, I. S. (2014) Konsumen dan Pelayanan Prima. Edited by G. Media. Malang.
Diallo, M. F., Diop-Sall, F., Djelassi, S., & ... (2018). How shopping mall service quality affects customer loyalty across developing countries: The moderation of the cultural context. Journal of …. https://doi.org/10.1177/1069031X18807473
Effendy, C., & Gusrianty, G. (2024). Application of Round Robin in Scheduling in Web-Based Wedding Organizers. Journal of Applied Business and Technology, 5(2), 90–95. https://doi.org/https://doi.org/10.35145/jabt.v5i2.150
Elda Jayanti. (2018). Pengaruh Kualitas Produk Dan Citra Merek Terhadap Kepuasan Konsumen Dan Loyalitas Pelanggan Pada Produk Kecantikan Merek Make Over Di Kota Pekanbaru. Jom Feb, Volume 1 Edisi 1 (Januari – Juni 2018)
Fida, B. A., Ahmed, U., Al-Balushi, Y., & Singh, D. (2020). Impact of service quality on customer loyalty and customer satisfaction in islamic banks in the Sultanate of Oman. Sage Open. https://doi.org/10.1177/2158244020919517
Ghozali, I. (2012) Aplikasi Analisis Multivarite dengan SPSS. 4th ed. Edited by U. Diponegoro. Semarang.
Goh, M., Wijaya, E., Junaedi, A. T., & Hocky, A. (2022). Customer Interest in Using Mandiri M-Banking: Can Ease of Use, Trust, Information Technology Readiness, and Social Factors Affect It? International Conference on Business Management and Accounting (ICOBIMA), 1(1), 143–153.
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.
Imron, M., Syarifudin, E., & Firdaos, R. (2024). Coaching, Development, and Employee Empowerment and Their Influence on Employee Performance at The Cilegon City BAZNAS Office. Reflection: Education and Pedagogical Insights, 1(4), 193–202. https://doi.org/https://doi.org/10.61230/reflection.v1i4.63
Irawan, A., Lusianti, D., & Faidah, F. (2023). Customer Satisfaction in the Era of Competition 5.0. Journal of Applied Business and Technology, 4(2), 144–154.
Jasfar, F. (2012) 9 Kunci Keberhasilan Bisnis Jasa. Edited by S. Empat. Jakarta.
Kelvin Kristanto dan Michael Adiwijaya (2018) ‘Pengaruh Kualitas, Harga, Dan Pengalaman Pelanggan Terhadap Loyalitas Pelanggan Pada Rumah Makan Leko’, Agora, 6(1), pp. 1–10.
Kotler, P. and G. A. (2012) Prinsip-prinsip Pemasaran. 13 Jilid 1. Edited by Erlangga. Jakarta.
Kotler, P. and K. (2012) Manajemen Pemasaran. Global ke-. Edited by I. G. Kelompok. Jakarta.
Lemy, D., Goh, E., & Ferry, J. (2019). Moving out of the silo: How service quality innovations can develop customer loyalty in Indonesia’s hotels. Journal of Vacation Marketing. https://doi.org/10.1177/1356766718819658
Marillo, C., Freeman, B., Espanha, A., Watson, J., & Viphindrat, B. (2024). Strategies for Competence Development in Dynamic Business Landscapes. Interconnection: An Economic Perspective Horizon, 1(4), 233–241. https://doi.org/https://doi.org/10.61230/interconnection.v1i4.76
Nasution, A. F., Safari, S., Purwati, A. A., & Panjaitan, H. P. (2022). The Effect of Service Quality and Trust on Customer Satisfaction and Loyalty at PT. Agung Toyota Harapan Raya Pekanbaru. International Conference on Business Management and Accounting (ICOBIMA), 1(1), 96–108.
Nazara, E. M., & Nasien, D. (2024). Employee Attendance System Using Rapid Application Development Method Based on Location Based Service. Journal of Applied Business and Technology, 5(2), 96–104. https://doi.org/https://doi.org/10.35145/jabt.v5i2.148
Nurdini, S. and Oktini, D. R. (2019) ‘Pengaruh Kepuasan dan Kepercayaan Pelanggan terhadap Loyalitas Pelanggan (Survei pada salon Strawberry Jl . Sudirman No . 629 Bandung)’, Prosiding Manajemen, 5(2), pp. 1112–1117.
Nurlaili, A. W. (2013) ‘( Studi Pada Konsumen Tupperware di Universitas Diponegoro )’, | Jurnal Administrasi Bisnis, 2(no 1), pp. 89–97.
Nurmansyah. (2018) Pengantar Manajemen Pemasaran. Edited by U. Press. Pekanbaru.
Pahlevi, R. (2014) ‘Pengaruh Kepuasan, Kepercayaan dan Harga terhadap Loyalitas Konsumen Pada Green Product’, Skripsi.
Pramesti, I. G. A. A., & Renaldo, N. (2023). Tri Hita Karana Philosophy in Ethical Leadership of Village Credit Institutions. Nexus Synergy: A Business Perspective, 1(2), 95–99. http://firstcierapublisher.com/index.php/nexus/article/view/41
Pritandhari, M. (2015) ‘Analisis Faktor-Faktor Yang Mempengaruhi Loyalitas Pelanggan Dan Dampaknya Terhadap Keunggulan Bersaing (Studi Pada Bmt Amanah Ummah Sukoharjo)’, PROMOSI (Jurnal Pendidikan Ekonomi), 3(1), pp. 50–60. doi: 10.24127/ja.v3i1.142.
Purba, J. O., Christina, C., Wijaya, E., Andi, & Syahputra, H. (2023). Promotion, Brand Image, and Customer Relationship Management on Aluminum Purchase Decisions at PT Global Alumindo Perkasa. Luxury: Landscape of Business Administration, 1(1), 12–22. https://firstcierapublisher.com/index.php/luxury/article/view/16
Purnama, I., Putra, R., Syahputra, H., Yani, F., & Eddy, P. (2024). The Influence of The Value of Oil and Gas Exports and Imports on The Country’s Foreign Exchange from 2010-2017. Luxury: Landscape of Business Administration, 2(1), 59–70. https://doi.org/https://doi.org/10.61230/luxury.v2i1.68
Rafa’i, A., Junaedi, A. T., Nyoto, Renaldo, N., & Sultan, F. M. M. (2023). The Effect of Organizational Commitment and Competence on Work Motivation and Work Performance at SMA Negeri Tapung District. Nexus Synergy: A Business Perspective, 1(1), 1–13. https://firstcierapublisher.com/index.php/nexus/article/view/1
Sanusi, A. (2014) Metode Penelitian Bisnis. Edited by S. Empat. Jakarta.
Saputro, P. A., Irman, M., & Panjaitan, H. P. (2022). Quality of Socialization, Services, and Electronic Services on Taxpayer Satisfaction and Taxpayer Compliance at Kantor Pelayanan Pajak Madya Pekanbaru. Journal of Applied Business and Technology, 3(3), 287–301.
Setyowati, E., Zulaihati, S., & Fauzi, A. (2023). The Effect of Financial Literacy and Peers towards Saving Behavior with Self-Control as Mediating Variable of Undergraduate Students of Jakarta State University. Nexus Synergy: A Business Perspective, 1(1), 61–71. https://firstcierapublisher.com/index.php/nexus/article/view/40
Sofyan, A., Tarihoran, N., & Nugraha, E. (2023). The Concept of Applying Total Quality Management in Improving the Quality of Education. Reflection: Education and Pedagogical Insights, 1(1), 28–33. https://firstcierapublisher.com/index.php/reflection/article/view/6
Sugiyono (2017) Statistik Untuk Penelitian. Edited by Alfabeta. Bandung.
Suhardjo, S., Renaldo, N., Sevendy, T., Wahid, N., & Cecilia, C. (2023). Customer Satisfaction with Online Food Delivery Services. Luxury: Landscape of Business Administration, 1(2), 90–101. https://firstcierapublisher.com/index.php/luxury/article/view/27
Suwandi, Sularso, A. and Suroso, I. (2015) ‘Pengaruh Kualitas Layanan, Harga Dan Citra Merek Terhadap Kepuasan Dan Loyalitas Pelanggan Pos Ekspres Di Kantor Pos Bondowoso Dan Situbondo’, JEAM Vol XIV April 2015, XIV(April 2015), pp. 68–88.
Suyono, Firnando, F., Yuliendi, R. R., Sudarno, & Putri, N. Y. (2022). The Effect of Quality Service on Client Satisfaction and Loyalty in Tax and Management Consultant Office. International Conference on Business Management and Accounting (ICOBIMA), 1(1), 213–228.
Suyono, S., Ayu, D., Rusilawati, E., Kudri, W. M., & Renaldo, N. (2023). Marketing Mix on Customer Satisfaction at the Tax Consulting Office Dr. Sudarno, S. Pd., M. M., BKP and Colleagues Pekanbaru. Journal of Applied Business and Technology, 4(2), 198–213. https://doi.org/https://doi.org/10.35145/jabt.v4i3.135
Swasta, D. dan I. (2010) Manajemen Pemasaran. Edited by G. P. Utama. Jakarta.
Tengku, Putri, Lindung, Bulan. (2016). Pengaruh Kualitas Pelayanan dan Harga terhadap Loyalitas Konsumen pada PT. Tiki Jalur Nugraha Ekakurir Agen Kota Langsa. Jurnal Manajemen Dan Keuangan, Vol.5, No.2,
Tjiptono (2014b) Pemasaran Strategik. Edited by Andi. Yogyakarta.
Tjiptono (2015) Strategi Pemasaran. Edited by Andi. Yogyakarta.
Published
2024-05-25
How to Cite
JUNAEDI, Achmad Tavip et al.
Analysis of Factors Affecting Customer Loyalty on CV Riau Building Pekanbaru.
International Conference on Business Management and Accounting, [S.l.], v. 2, n. 2, p. 348-361, may 2024.
ISSN 2988-5590.
Available at: <https://ejournal.pelitaindonesia.ac.id/ojs32/index.php/ICOBIMA/article/view/4385>. Date accessed: 05 oct. 2024.
doi: https://doi.org/10.35145/icobima.v2i2.4385.
Section
Articles
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