HUBUNGAN RELATIONSHIP MARKETING, CUSTOMER SATISFACTION DAN CUSTOMER LOYALTY

Nia Rohmatin Nikmah

Abstract


Relationship marketing is a customer-based strategy. Maintaining and providing optimal service to customers is an implementation of relationship marketing strategy. Relationship marketing has an influence in shaping customer satisfaction. From customer satisfaction will create a loyalty. Of the several references examined found some opinions about the dimensions of relationship marketing theory. The theory evolved its diversity from year to year.


Keywords


Relationship marketing, customer satisfaction, customer loyalti

References


Abdullah, F dan Agnes Kanyan. 2013. “Managing the Dimensions of Relationship Marketing in the Food Servise Industry.” Jurnal Pengurusan 37 (2013). P. 91-103.

Alrubaiee, Laith. 2010. “Investigate the Impact of Relationship Marketing Orientation on Customer Loyalty: The Customer’s Perspective.” International Journal of Marketing Studies. Vol.2. No.1. Mei 2010. P.155-174.

Anestesia, Shirley A. 2015. “Pengaruh Relationship Marketing terhadap Customer Loyalty di Perpustakaan STIE Perbanas Surabaya.” http://journal.unair.ac.id/download-fullpapers-ln74eaa2ba17full.pdf

Ashari, dkk. 2016. “Pengaruh Pemasaran Relasional terhadap Loyalitas Pelanggan melalui Kepuasan Pelanggan.” E-proceeding of Management. Vol.3, No.3, December 2016. P.1-8.

Djatmiko, Budi. 2013. “Pengaruh Customer Relationship Marketing terhadap Loyalitas Nasabah.“ SMART-Study and Management Research. Vol.X.,No.3.,2013. P.31-42.

Evans, Joel dan Richard L. 1994. “The Relationship Marketing Process: A Conceptualization and Application.” Industrial Marketing Management. Vol.23. 1994. P.439-452.

Gilaninia, Shahram. 2012. “Examination of the Relationship Marketin and Customer Satisfaction.” Journal of Basic and Applied Scietific Research. Vol.2. No.10. 2012. P.10721-10725.

Hadyan, Zhafarina. 2014.”Pengaruh Customer Relationship Marketing, Kepercayaan dan Kepuasan terhadap Loyalitas Pelanggan.” http://eprints.dinus.ac.id/17597/1/jurnal_14906.pdf

Harun, Harniza. 2011. “Pengaruh Customer Relationship Marketing dan Nilai Nasabah terhadap Loyalitas Nasabah.” Jurnal Manajemen Pemasaran Modern. Vol.3., No.1, Januari-Juni 2011. P.59-75.

Haryono, David W. 2016. “Pengaruh Relationship Marketing terhadap Loyalitas Konsumen dengan Kepuasan Konsumen Sebagai Variabel Antara.“ https://www.google.co.id/url?sa=t&rct=j&q=&esrc=s&source=web&cd=2&cad=rja&uact=8&ved=0ahUKEwjf_JWf9KTWAhULMo8KHfMzDBUQFggsMAE&url=http%3A%2F%2Frepository.umy.ac.id%2Fbitstream%2Fhandle%2F123456789%2F5785%2Fk.%2520Naskah%2520Publikasi.pdf%3Fsequence%3D1%26isAllowed%3Dy&usg=AFQjCNFCgk60sCmxU6fTQPYOLQP4torNYA

Herdian, Gina dan Widyastuti. 2013. “Pengaruh Relationship Marketing terhadap Loyalitas Pelanggan pada Nasabah Bank BTPN KCP Sepanjang.” Jurnal Ilmu Manajemen. Vol.1.,No.1, Maret 2013. P.677-687

Husnain, Mudassir dan Waheed Akhtar. 2015. “Relationship Marketing and Customer Loyalty: Evidence from Banking Sector in Pakistan. “ Global Journal of Management and Business Research : E-Marketing. Vol.15.No.10. 2015. P.1-14.

Jesri, Peyman dkk. 2013.” Effect of Relationship Marketing (RM) on Customer Loyalty (Case Study Mehr Bank, Kermanshah Province, Iran).” Interdisciplinary Journal of Contemporary Research in Business. Vol.4., No.11.,March 2013. P.304-312.

Lindgreen, Adam. 2001. “A Framework for Studying Relationship Marketing Dyads.” Qualitative Market Research: An International Journal. Vol.4. No.2. 2001. P.75-87.

Morgan, R. M dan Shelby D. 1994. “The Commitment-Trust Theory of Relationship Marketing.“ Journal of Marketing. Vol.58. Juli 1994. P.20-38.

Ndubisi, N. O. 2007. “Relationship Marketing and Customer Loyalty.” Marketing Intelligence and Planning. Vol.25. No.1. 2007. P.98-106.

Rosyidi, Sohibul. 2014. “Pengaruh Relationship Marketing terhadap Loyalitas Pelanggan pada PT. Citra Van Titipan Kilat Samarinda.” E-journal Ilmu Administrasi Bisnis. Vol.2. No.3.2014. P.358-371.

Sin, Leo dkk. 2002. “The Effect of Relationship Marketing. On Business Performance in A Service Oriented Economy. “ Journal of Services Marketing. Vol.16. No.7. 2002. P.656-676.

. “Relationship Marketing Orientation: Scale Development and Cross Cultural Validation. “ Journal of Business Research. Vol.58. 2005. P. 185-194.

Siyo, Denny. 2012. “Analisis Pengaruh Kualitas Pelayanan dan Relationship Marketing terhadap Kepuasan Konsumen yang Berdampak pada Loyalitas Pelanggan PT.Cahaya Lestari.“ http://thesis.binus.ac.id/doc/Lain-lain/2011-2-00086-MN%20Ringkasan001.pdf

Theron, Edwin dan Nic S. Terblanche. 2009. “Dimensions of Relationship Marketing in Business to Business Fnancial Services.” International Journal of Market Research. Vol.52. No.3.P.383-402.

Widjaja, C Oktafia. 2016. “Pengaruh Relationship Marketing terhadap Customer Loyalty dan Customer Satisfaction sebagai Variabel Intervening pada PT. Fuboru Indonesia di Surabaya.” Jurnal Manajemen Pemasaran. Vol.10.,No.2.,Oktober 2016. P.52-58.

Widyastuti, Y dan Anik Wahyuati. 2014. “Analisis Pengaruh Relationship Marketing terhadap Loyalitas Pelanggan.” Jurnal Ilmu dan Riset Manajemen. Vol. 3., No. 6, 2014. P.1-21.

Wibowo, P Andhy dkk. 2015. “Pengaruh Relationship Marketing terhadap Loyalitas Pelanggan.” Jurnal Administrasi Bisnis. Vol.21. No.2. 2 Mei 2015.P.1-6.

Zulkifli. 2012. “Relationship Marketing terhadap Customer Retention dan Customer Loyalty pada Nasabah Bank Mega, Tbk.” Jurnal Manajemen dan Akuntansi. Vol.1. No.1. April 2012. P.55-68.




DOI: https://doi.org/10.21107/kompetensi.v11i2.3531

Refbacks

  • There are currently no refbacks.


Copyright (c) 2018 Nia Rohmatin Nikmah

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