Loyalitas Konsumen : Konseptualisasi, Anteseden dan Konsekuensi
Abstract
Customer loyalty has been recognized as a dominant factor in the success of business organizations. It has therefore received a great deal of attention in marketing and management theory and practice. This article aims to explain the important role of customer loyalty variables in marketing activities. In addition to explaining the determinants or antecedents of customer loyalty. In addition, this research will also identify the consequences that arise from consumer loyalty, which has an impact on managerial policies that are useful for the company.
Keywords:
Perceived of Usefulness, Perceived Ease of Use, Customer Satisfaction, Customer Loyalty
References
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Ajao, R., Ikechukwu, I., & Olusola, A. (2012). Is customer satisfaction an Indicator of customer loyalty? Australian Journal of Business and Management Research, 2(07), 14–20.
Ajzen, I., & Fishbein, M. (1969). The Prediction of Behavioral Situation. Journal of Experimental Social Psychology, 5(1967), 400–416.
Akbar, M. M., & Parvez, N. (2009). Impact of Service Quality, trust, and Customer. ABAC Journal, 29(1), 24–38.
Anser, M. K., Tabash, M. I., Nassani, A. A., Aldakhil, A. M., & Yousaf, Z. (2021). Toward the e-loyalty of digital library users: investigating the role of e-service quality and e-trust in digital economy. Library Hi Tech. https://doi.org/10.1108/LHT-07-2020-0165
Wibowo, A. (2008). Kajian tentang perilaku pengguna sistem informasi dengan pendekatan Technology Acceptance Model(TAM). Proceeding Book of Konferensi Nasional Sistem Informasi, April 2008, 1–8.
Koufaris, M., Arbera, P. A. (2013). Consumer Behavior in Electronic Banking: an Empirical Study. 3(1041), 115–138.
Chau, P. Y. K., Hu, P. J. H., Lee, B. L. P., & Au, A. K. K. (2007). Examining customers’ trust in online vendors and their dropout decisions: An empirical study. Electronic Commerce Research and Applications, 6(2), 171–182. https://doi.org/10.1016/j.elerap.2006.11.008
Chau, V. S., & Ngai, L. W. L. C. (2010). The youth market for internet banking services: Perceptions, attitude and behaviour. Journal of Services Marketing, 24(1), 42–60. https://doi.org/10.1108/08876041011017880
Daud, A., Farida, N., Andriyansah, & Razak, M. (2018). Impact of customer trust toward loyalty: The mediating role of perceived usefulness and satisfaction. Journal of Business and Retail Management Research, 13(2), 235–242. https://doi.org/10.24052/jbrmr/v13is02/art-21
Davis, F. D. (1989). Perceived usefulness, perceived ease of use, and user acceptance of information technology. MIS Quarterly: Management Information Systems, 13(3), 319–339. https://doi.org/10.2307/249008
Dharmmesta, B. S. (1999). Loyalitas Pelanggan: Sebuah Kajian Konseptual sebagai Panduan bagi Peneliti. Jurnal Ekonomi Dan Bisnis Indonesia, 14(3), 73–88.
Edvardsson, B., Johnson, M. D., Gustafsson, A., & Strandvik, T. (2000). The effects of satisfaction and loyalty on profits and growth: Products versus services. Total Quality Management, 11(7), 917–927. https://doi.org/10.1080/09544120050135461
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Harahap, B. I., Nazer, M., & Andrianus, F. (2020). Analisis Faktor-Faktor Yang Mempengaruhi Loyalitas Konsumen Dalam Belanja Online Di Kota Solok. Technology Acceptance Model (TAM), 11(1), 1–9.
Hidayat, R., Industri, J. T., & Madura, U. T. (2009). Pengaruh Kualitas Layanan, Kualitas Produk dan Nilai Nasabah Terhadap Kepuasan dan Loyalitas Nasabah Bank Mandiri. Jurnal Manajemen Dan Kewirausahaan, 11(1), 59–72. https://doi.org/10.9744/jmk.11.1.pp.59-72
Jose Martins, M. A., & Riyanto, S. (2020). the Influence of Perceived Service Quality, Perceived Usefulness, Perceived Ease of Use, Perceived Credibility on Satisfaction That Impacts Ovo User Loyalty.
Kartika, T., Firdaus, A., & Najib, M. (2020). Contrasting the drivers of customer loyalty; financing and depositor customer, single and dual customer, in Indonesian Islamic bank. Journal of Islamic Marketing, 11(4), 933–959. https://doi.org/10.1108/JIMA-04-2017-0040
Kassim, N., & Asiah Abdullah, nor. (2010). The effect of perceived service quality dimensions on customer satisfaction, trust, and loyalty in e-commerce settings: A cross cultural analysis. Asia Pacific Journal of Marketing and Logistics, 22(3), 351–371. https://doi.org/10.1108/13555851011062269
Kim, S. C., Yoon, D., & Han, E. K. (2016). Antecedents of mobile app usage among smartphone users. Journal of Marketing Communications, 22(6), 653–670. https://doi.org/10.1080/13527266.2014.951065
Kuncoro, A., Suwarso, I., P, R. H., & Gunawan, I. (2021). Loyalitas konsumen. JBE (Jurnal Bingkai Ekonomi), 6(1), 72–83. https://doi.org/10.54066/jbe.v6i1.103
Mandasari, C. S., & Giantari, I. G. A. K. (2017). Pengaruh Perceived Usefulness, Perceived Ease of Use, Dan Kualitas Layanan Terhadap Kepuasan Untuk Membangun Loyalitas. E-Jurnal Ekonomi Dan Bisnis Universitas Udayana, 10, 3637. https://doi.org/10.24843/eeb.2017.v06.i10.p08
Mardalis, A. (2005). Meraih Loyalitas Pelanggan. Jurnal Manajemen Dan Bisnis BENEFIT, 9(2), 111 – 119. https://doi.org/10.1007/s13398-014-0173-7.2
Natalia, J., & Br Ginting, D. (2018). Analisis Pengaruh Kelengkapan Fitur, Persepsi Kemudahan Penggunaan, Kualitas Informasi, Kualitas Sistem, Persepsi Manfaat terhadap Kepuasan Penggunaan serta Dampaknya terhadap Loyalitas Pengguna Aplikasi Viu. Media Informatika, 17(3), 148–164. https://doi.org/10.37595/mediainfo.v17i3.19
Oktania, S. (2014). Pengaruh Persepsi Kualitas Pelayanan E-commerce Terhadap Kepuasan Pelanggan, Kepercayaan dan Loyalitas Pada Produk Fashion. Jurnal Bisnis & Manajemen, 14(1), 67–80.
Rahayu, S., & Faulina, S. T. (2022). Pengaruh Digital Customer Experience dalam Menciptakan Customer Satisfaction dan Customer Loyalty di Era Digital. Jesya (Jurnal Ekonomi & Ekonomi Syariah), 5(1), 1–13. https://doi.org/10.36778/jesya.v5i1.568
Reichheld, F. F., & Sasser, W. E. (1990). Zero defeofions: Quolity comes to services. In Harvard business review (Vol. 68, Issue 5, pp. 105–111).
Saputra, D., Indarini, & Margaretha, S. (2020). The Effect of Consumer-Based Brand Equity on Customer Satisfaction and Brand Loyalty in the Coffee Bean & Tea Leaf or Maxx Coffee. 115(Insyma), 293–298. https://doi.org/10.2991/aebmr.k.200127.060
Venkatesh, V., & Davis, F. D. (2000). Theoretical extension of the Technology Acceptance Model: Four longitudinal field studies. Management Science, 46(2), 186–204. https://doi.org/10.1287/mnsc.46.2.186.11926
Warshaw, P. R., & Davis, F. D. (1985). Disentangling behavioral intention and behavioral expectation. Journal of Experimental Social Psychology, 21(3), 213–228. https://doi.org/10.1016/0022-1031(85)90017-4
Wilson, N., Keni, K., & Tan, P. H. P. (2021). The role of perceived usefulness and perceived ease-of-use toward satisfaction and trust which influence computer consumers’ loyalty in china. Gadjah Mada International Journal of Business, 23(3), 262–294. https://doi.org/10.22146/gamaijb.32106
Zeithaml, V. A., Berry, L. L., & Parasuraman, A. (1996). The Behavioral Consequences of Service Quality. Journal of Marketing, 60(2), 31–46. https://doi.org/10.1177/002224299606000203
Zhang, E. M. (2010). Understanding the Acceptance of Mobile SMS Advertising among Young Chinese Consumers. Psychology & Marketing, 30(6), 461–469. https://doi.org/10.1002/mar
Fadlan & Ramadhan. (2018). Pengaruh Persepsi Kemudahan Dan Persepsi Kegunaan Terhadap Penggunaan Mobile Banking (Studi Pada Mahasiswa Pengguna Mobile Banking Universitas Brawijaya). Photosynthetica, 2(1), 1–13.
Ajao, R., Ikechukwu, I., & Olusola, A. (2012). Is customer satisfaction an Indicator of customer loyalty? Australian Journal of Business and Management Research, 2(07), 14–20.
Ajzen, I., & Fishbein, M. (1969). The Prediction of Behavioral Situation. Journal of Experimental Social Psychology, 5(1967), 400–416.
Akbar, M. M., & Parvez, N. (2009). Impact of Service Quality, trust, and Customer. ABAC Journal, 29(1), 24–38.
Anser, M. K., Tabash, M. I., Nassani, A. A., Aldakhil, A. M., & Yousaf, Z. (2021). Toward the e-loyalty of digital library users: investigating the role of e-service quality and e-trust in digital economy. Library Hi Tech. https://doi.org/10.1108/LHT-07-2020-0165
Wibowo, A. (2008). Kajian tentang perilaku pengguna sistem informasi dengan pendekatan Technology Acceptance Model(TAM). Proceeding Book of Konferensi Nasional Sistem Informasi, April 2008, 1–8.
Koufaris, M., Arbera, P. A. (2013). Consumer Behavior in Electronic Banking: an Empirical Study. 3(1041), 115–138.
Chau, P. Y. K., Hu, P. J. H., Lee, B. L. P., & Au, A. K. K. (2007). Examining customers’ trust in online vendors and their dropout decisions: An empirical study. Electronic Commerce Research and Applications, 6(2), 171–182. https://doi.org/10.1016/j.elerap.2006.11.008
Chau, V. S., & Ngai, L. W. L. C. (2010). The youth market for internet banking services: Perceptions, attitude and behaviour. Journal of Services Marketing, 24(1), 42–60. https://doi.org/10.1108/08876041011017880
Daud, A., Farida, N., Andriyansah, & Razak, M. (2018). Impact of customer trust toward loyalty: The mediating role of perceived usefulness and satisfaction. Journal of Business and Retail Management Research, 13(2), 235–242. https://doi.org/10.24052/jbrmr/v13is02/art-21
Davis, F. D. (1989). Perceived usefulness, perceived ease of use, and user acceptance of information technology. MIS Quarterly: Management Information Systems, 13(3), 319–339. https://doi.org/10.2307/249008
Dharmmesta, B. S. (1999). Loyalitas Pelanggan: Sebuah Kajian Konseptual sebagai Panduan bagi Peneliti. Jurnal Ekonomi Dan Bisnis Indonesia, 14(3), 73–88.
Edvardsson, B., Johnson, M. D., Gustafsson, A., & Strandvik, T. (2000). The effects of satisfaction and loyalty on profits and growth: Products versus services. Total Quality Management, 11(7), 917–927. https://doi.org/10.1080/09544120050135461
Fornell, C., Johnson, M. D., Anderson, E. W., Cha, J., & Bryant, B. E. (1996). rr vr renowned Fornell. Journal of Marketing, 60(4), 7–18.
Harahap, B. I., Nazer, M., & Andrianus, F. (2020). Analisis Faktor-Faktor Yang Mempengaruhi Loyalitas Konsumen Dalam Belanja Online Di Kota Solok. Technology Acceptance Model (TAM), 11(1), 1–9.
Hidayat, R., Industri, J. T., & Madura, U. T. (2009). Pengaruh Kualitas Layanan, Kualitas Produk dan Nilai Nasabah Terhadap Kepuasan dan Loyalitas Nasabah Bank Mandiri. Jurnal Manajemen Dan Kewirausahaan, 11(1), 59–72. https://doi.org/10.9744/jmk.11.1.pp.59-72
Jose Martins, M. A., & Riyanto, S. (2020). the Influence of Perceived Service Quality, Perceived Usefulness, Perceived Ease of Use, Perceived Credibility on Satisfaction That Impacts Ovo User Loyalty.
Kartika, T., Firdaus, A., & Najib, M. (2020). Contrasting the drivers of customer loyalty; financing and depositor customer, single and dual customer, in Indonesian Islamic bank. Journal of Islamic Marketing, 11(4), 933–959. https://doi.org/10.1108/JIMA-04-2017-0040
Kassim, N., & Asiah Abdullah, nor. (2010). The effect of perceived service quality dimensions on customer satisfaction, trust, and loyalty in e-commerce settings: A cross cultural analysis. Asia Pacific Journal of Marketing and Logistics, 22(3), 351–371. https://doi.org/10.1108/13555851011062269
Kim, S. C., Yoon, D., & Han, E. K. (2016). Antecedents of mobile app usage among smartphone users. Journal of Marketing Communications, 22(6), 653–670. https://doi.org/10.1080/13527266.2014.951065
Kuncoro, A., Suwarso, I., P, R. H., & Gunawan, I. (2021). Loyalitas konsumen. JBE (Jurnal Bingkai Ekonomi), 6(1), 72–83. https://doi.org/10.54066/jbe.v6i1.103
Mandasari, C. S., & Giantari, I. G. A. K. (2017). Pengaruh Perceived Usefulness, Perceived Ease of Use, Dan Kualitas Layanan Terhadap Kepuasan Untuk Membangun Loyalitas. E-Jurnal Ekonomi Dan Bisnis Universitas Udayana, 10, 3637. https://doi.org/10.24843/eeb.2017.v06.i10.p08
Mardalis, A. (2005). Meraih Loyalitas Pelanggan. Jurnal Manajemen Dan Bisnis BENEFIT, 9(2), 111 – 119. https://doi.org/10.1007/s13398-014-0173-7.2
Natalia, J., & Br Ginting, D. (2018). Analisis Pengaruh Kelengkapan Fitur, Persepsi Kemudahan Penggunaan, Kualitas Informasi, Kualitas Sistem, Persepsi Manfaat terhadap Kepuasan Penggunaan serta Dampaknya terhadap Loyalitas Pengguna Aplikasi Viu. Media Informatika, 17(3), 148–164. https://doi.org/10.37595/mediainfo.v17i3.19
Oktania, S. (2014). Pengaruh Persepsi Kualitas Pelayanan E-commerce Terhadap Kepuasan Pelanggan, Kepercayaan dan Loyalitas Pada Produk Fashion. Jurnal Bisnis & Manajemen, 14(1), 67–80.
Rahayu, S., & Faulina, S. T. (2022). Pengaruh Digital Customer Experience dalam Menciptakan Customer Satisfaction dan Customer Loyalty di Era Digital. Jesya (Jurnal Ekonomi & Ekonomi Syariah), 5(1), 1–13. https://doi.org/10.36778/jesya.v5i1.568
Reichheld, F. F., & Sasser, W. E. (1990). Zero defeofions: Quolity comes to services. In Harvard business review (Vol. 68, Issue 5, pp. 105–111).
Saputra, D., Indarini, & Margaretha, S. (2020). The Effect of Consumer-Based Brand Equity on Customer Satisfaction and Brand Loyalty in the Coffee Bean & Tea Leaf or Maxx Coffee. 115(Insyma), 293–298. https://doi.org/10.2991/aebmr.k.200127.060
Venkatesh, V., & Davis, F. D. (2000). Theoretical extension of the Technology Acceptance Model: Four longitudinal field studies. Management Science, 46(2), 186–204. https://doi.org/10.1287/mnsc.46.2.186.11926
Warshaw, P. R., & Davis, F. D. (1985). Disentangling behavioral intention and behavioral expectation. Journal of Experimental Social Psychology, 21(3), 213–228. https://doi.org/10.1016/0022-1031(85)90017-4
Wilson, N., Keni, K., & Tan, P. H. P. (2021). The role of perceived usefulness and perceived ease-of-use toward satisfaction and trust which influence computer consumers’ loyalty in china. Gadjah Mada International Journal of Business, 23(3), 262–294. https://doi.org/10.22146/gamaijb.32106
Zeithaml, V. A., Berry, L. L., & Parasuraman, A. (1996). The Behavioral Consequences of Service Quality. Journal of Marketing, 60(2), 31–46. https://doi.org/10.1177/002224299606000203
Zhang, E. M. (2010). Understanding the Acceptance of Mobile SMS Advertising among Young Chinese Consumers. Psychology & Marketing, 30(6), 461–469. https://doi.org/10.1002/mar
Published
2023-06-01
How to Cite
Rahayu, S., & Harsono, M. (2023). Loyalitas Konsumen : Konseptualisasi, Anteseden dan Konsekuensi. Jesya (Jurnal Ekonomi Dan Ekonomi Syariah), 6(2), 1581-1594. https://doi.org/https://doi.org/10.36778/jesya.v6i2.1196
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Articles
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