WOW Customer Loyalty dan Emotional Talk Service: sebuah Survey di Mall Galeria
DOI:
https://doi.org/10.38043/jmb.v14i1.330Keywords:
Customer Loyalty, Emotion Talk Service, Productivity, Brand Image, Brand Trust, CreativityAbstract
ABSTRACT
In Indonesia the franchise rights BreadTalk bought by Johnny Andrean because he believed that BreadTalk can grow and developin Indonesia. Isa premium boutique bakery Bread Talk first to bring the concept of an open kitchen with a modern style. This concept allows BreadTalk to make bread directly on the spot so that the manufacturing process can be seen directly by the customer and received bread will always be fresh.
Consideration used in selecting respondents is as follows respondent is the customer with a minimum education level of high school or equivalent. Respondents are customers who frequently shop at BreadTalk Mall Bali Galeria with consideration to properly assess the products and services BreadTalk.
The results of statistical data analysis showed that the Productivity positive and significant impact on the Customer Loyalty WOW customers with e- Talkin BreadTalk Mall Bali Galeria. Brand Image positive and significant impact on Brand Trust customers BreadTalk Mal Bali Galeria. Brand Trust positive and significant impact on the Customer Loyalty WOW customers with e-Talkin BreadTalk Mall Bali Galeria. Creativity positive and significant impact on the Customer Loyalty WOW customers with e-Talk in BreadTalk Mall Bali Galeria.
Consumer dissatisfaction with productivity can be seen in the quantity dimension. Brand image can be seen on the dimensions strengthness. Brand trust can be seen in the dimension of brand reliabilty. Creativity can be seen on the dimensions off lexibility of thinking. This dissatisfaction must be improved and enhanced for the sake of customer loyalty to the BreadTalk in Mal Bali Galeria.
References
Artawijaya, I.G.P.A., and Darma, G.S. (2015). Evaluation The Effectivity of Performance Management Online System to Improving The Employees Performance, Jurnal Manajemen & Bisnis, 12 (2): 73-89.
Adnyana, R., and Darma, G.S. (2015). Strategi Marketing Mix, Yield Management, Customer Satisfaction and Occupancy Rate, Jurnal Manajemen & Bisnis, 12 (1): 92-115.
Arsriani, I.A.I., and Darma, G.S. (2013). Peran Media Sosial Online Dan Komunitas Terhadap Keputusan Nasabah Bank, Jurnal Manajemen dan Bisnis, 10 (2): 48-68.
Angka, A.T., and Darma, G.S. (2016). The Impact of Leadership Style on Employee’s Satisfaction, Jurnal Manajemen & Bisnis, 13 (1): 78-91.
Albaum, G., and Duerr, E.(2005). Marketing andExport Management. Fifth Edition International. Singapore : Pearson Education International.
Amstrong, G., and Kotler, Philip (2007). Marketing :An Introduction. Eight Edition Singapore : Pearson Education International.
Bastian, D. A.(2014). Analisa Pengaruh Citra Merek (BrandImage)dan Kepercayaan Merek (Brand Trust) TerhadapLoyalitas Merek (Brand Loyalty) ADES PT. Ades Alfindo Putra Setia, Jurnal Manajemen Pemasaran Petra, 2(1) : 1-9.
Chaudhuri, A., and Holbrook, M.B. (2001). The chain of Effect from Brand Trustand Brand Effect to Brand Performance: The Role of The Brand Loyalty, Journal of Marketing, 65 : 81-93.
Clegg, P. (2008). Creativity and Critical Thinking in The Globalised University, Innovationsin Education and Teaching International, 45 (3).
Darma, G.S., and Lo, B.W.N. (1998). Information Technology and Organisational Perfomance: A Survey of the Hospitality Industry. Australia: School of Multimedia and Information Technology Southern Cross University.
Darma, G.S. (2003). Managing the Use of E-Mail: A Survey of the Customer-View at Global Gossips Internet Course & Café, Jurnal Ekonomi & Bisnis, 15 (2): 1-10.
Darma, G.S. (2004). Qualitative and Quantitative Data in Management Research: A Study of the Banking Industry, Jurnal Ekonomi & Bisnis, 16 (2): 107-118.
Darma, G.S. (2004). Improving the Aligment of Business and Information Strategies, Jurnal Ekonomi & Bisnis, 16 (1): 1-28.
Darma, G.S. (2005). Managing Information to Greater Efficiency and Profit, Jurnal Ekonomi & Bisnis, 17 (1): 1-10.
Darma, G.S. (2006). Strategi Interaksi Sosial pada Jaman Nir-Kabel, Jurnal Ekonomi & Bisnis, 18 (1): 39-49.
Darma, G.S. (2006). Mobile Marketing: Sebuah Strategi Keunggulan Bersaing Online. Denpasar: Undiknas Press.
Davis, Keith., and Newstrom. (2000). Perilaku Dalam Organisasi, Edisi ketujuh. Jakarta: Erlangga.
Dewi, C.R., and Darma, G.S. (2014). Website Usability, Satisfaction, Loyalty, Security Perception, Trust, and Word of Mouth in e-Commerce Business, Jurnal Manajemen & Bisnis, 11 (2): 1-30.
Delgado, E., Munuera, J.L (2005). Does Brand Trust Matter To Brand Equity, Journal of Productand Brand Management, 14 (3): 187-196.
Durianto,D.,Sugianto., and Stinjak,T. (2004). Strategi Menaklukkan Pasar Melalui Riset Ekuitas dan Perilaku Merek. Jakarta: PT. Gramedia Pustaka Utama.
Ellis, Carol W. (2008). Management Skills for New Managers. Jakarta: PT.Bhuana Ilmu Populer Kelompok Gramedia.
Farela, D., and Darma, G.S. (2014). Celebrity Endorser, Daya Tarik Iklan, Brand Awareness dan Brand Attitude, Jurnal Manajemen & Bisnis, 11 (1): 35-47.
Ferdinand, A. (2002). Structural Equation Modeling Dalam Penelitian Manajemen. Semarang: BPUNDIP.
Ferdinand, A. (2006). Struktural Equating Modeling Dalam Penelitian Manajemen (Aplikasi Model-Model Rumit dalam Penelitian untuk Tesis Magister dan Disertasi Doktor). Edisi 4. Semarang: BPUNDIP.
Farela, D., and Darma, G.S. (2014). Celebrity Endorser, Daya Tarik Iklan, Brand Awareness dan Brand Attitude, Jurnal Manajemen & Bisnis, 11 (1): 35-47.
Fianto, A. Y. A. (2014) .The Influence of Brand ImageonPurchaseBehaviour Through Brand Trust. Business Managementand Strategy ISSN 2157-60682014, 5 (2).
Ghozali, I. (2008). Model Persamaan Struktural: Konsep dan Aplikasidengan Program AMOS 16.0. Semarang: Badan Penerbit Universitas Diponegoro.
Griffin, Jill. (2005). Customer Loyalty: Menumbuhkan dan Mempertahankan Kesetiaan Pelanggan. Jakarta.
Hasibuan, M. (1996). Organisasi dan Motivasi & Dasar-Dasar Peningkatan Produktivitas. Jakarta: Bumi Aksara.
Hasugian, J.T.M. (2015). PengaruhBrandImage dan Brand Trust terhadap Brand Loyality Telkomsel, eJournal Ilmu Administrasi Bisnis, 3 (4): 923-937.ISSN 2355-5408, ejournal.adbisnis.fisip- unmul.ac.id.
Halim, W.G.A.(2015). Analisis Pengaruh BrandImage dan Perceived ServiceQuality Terhadap BrandTrust dan Dampaknya Pada Brand Loyalty.
Hutomo, A. S. (2011) Pengaruh Kualitas Produk dan Tingkat Kepuasan Konsumen Terhadap Loyalitas Pelanggan Pada Produk Makanan Tela Krezz Cabang Bekasi. Jakarta : Universitas Gunadarma.
Kartajaya, H. ( 2015). Indonesia Wow, Markplus Wow,WeAreWow. Jakarta : PT Gramedia.
Kauffman, J.M.S.R. (2008). Psikologi Kognitif , edisi keempat. Yogyakarta: Pustaka Pelajar.
Knudtzen, C.F. B. M. ( 2009). Brand Management. New York: Routledge.
Kurniawan, S. (2011). Kids As Future Market: Role Of AutobiographicalMemory In Building Brand Loyality, Journal of Arts, Science & Commerce, E-ISSN 2229-4686 ISSN 2231-4172.
Kotler, P. (1995). Manajemen Pemasaran Analisa, Perencanaan, Implementasi, dan Kegunaan. Edisi Kedelapan. Jakarta : Salemba Empat.
Kotler, P., Keller., and Kevin L. (2013). Manajemen Pemasaran. Jilid 2. Jakarta: Erlangga.
Mowen and Minor. (2000). Perilaku Konsumen Edisi Pertama. Jakarta: Erlangga.
Mowen dan Minor. (2001). Perilaku Konsumen Edisi Kedua. Jakarta: Erlangga.
Lo, B., and Darma, G.S. (2000). Employee Perception of the Impact of Information Technology Investment in Organisations: A Survey of the Hotel Industry, Australasian Journal of Information Systems, 7 (2): 32-51.
Munandar, S. C. U. (1985). Mengembangkan Bakat Dan Kreativitas Anak Sekolah. Jakarta: Gramedia.
Munandar, S.C. U.(2004). Pengembangan Kreativitas Anak Berbakat. Jakarta : Rineka Cipta.
Munandar, S.C.U.(2009). Pengembangan kreativitas anak berbakat. Jakarta: PT Rineka Cipta dan Dep. Pendidikan dan Kebudayaan.
Nalau, A. et al. (2012). Brand Image Terhadap Loyalitas Pelanggan J.Co Donuts & Coffee Di Plaza Mulia Samarinda, Universitas Mulawarman, Samarinda.
Nesia, A., and Darma, G.S. (2015). Diversification Analyzes The Concept Of Branding And Promotion to Company Performance, Jurnal Manajemen & Bisnis, 12 (2): 125-171.
Prabowo, A. (2013). Analisis Pengaruh Kualitas Produk, Brand Trust, Brand Image dan Kepuasan Pelanggan Terhadap Brand Loyalty Pada Air Mineral Aqua (Studi Kasus Pada Konsumen Air Mineral Aqua di Wilayah Tangerang Selatan). Universitas Islam Negeri Syarif Hidayatullah Jakarta.
Pranata, I.M.A., and Darma, G.S. (2014). Strategi Penerapan E-Commerce Dalam Meningkatkan Keunggulan Bersaing, Jurnal Manajemen & Bisnis, 11 (1): 69-81.
Purwanto. (2008). Metodologi Penelitian Kuantitatif untuk Psikologi dan Pendidikan. Yogyakarta: Pustaka Pelajar.
Permanasari, I.A.S., and Darma, G.S. (2013). Pengaruh Penggunaan Internet Banking Terhadap Rasa Aman, Rasa Percaya Dan Loyalitas Nasabah Dalam Meningkatkan Saldo Bank, Jurnal Manajemen dan Bisnis, 10 (1): 186-204.
Riyanto, J. (1986). Produktivitas dan Tenaga Kerja. Jakarta: SIUP.
Rizan, M., Saidani, B.S., and Yusiyana. (2012). Pengaruh Brand Image dan Brand Trust Terhadap Brand Loyality Teh Botol Sosro, Jurnal Riset Manajemen Sains Indonesia JRMSI, 3 (1).
Ramzi, A.M. (2010).Customer Loyalty andthe Impacts of Service Quality:The Case of Five Star Hotels in Jordan, International Journal of Social, Behavioral, Educational, Economic, Business and Industrial Engineering, 4 (7).
Sahin, A., Zehir, C., and Kitapçı,H. (2011). The Effects of Brand Experiences, Trust and Satisfaction on Building Brand Loyalty; An Empirical Research On Global Brands. Procedia Social and Behavioral Sciences, 24: 1288–1301.
Santoso,S. (2007). Riset Pemasaran (Konsep dan Aplikasi dalam SPSS). Jakarta: PTAlex Media Komputindo.
Santoso, S. (2011). Stuctural Equation Modeling (SEM). Konsep dan Aplikasi dengan AMOS 18. Jakarta: PTAlex Media Komputindo.
Saefulloh, D.A., and Darma, G.S. (2014). Strategi Marketing Wisata Wedding Sebagai Destinasi Alternatif, Jurnal Manajemen & Bisnis, 11 (1): 17-34.
Setiawan. (2007). Analisis Pengaruh Kegiatan Pemasaran Terhadap Ekuitas Merek Pada Customer, Jurnal. Usahawan, (4): 1-3.
Setiadi, N.J. (2003).Perilaku Konsumen: Konsep dan Implikasi Untuk Strategi dan Penelitian Pemasaran. Jakarta: Perada Media.
Setiono, L. (2012). Pengaruh Variable Trust, Perceived Value, Brand Attitude dan Customer Satisfaction Terhadap Customer Loyality pelanggan McDonalds Drive Thru di Surabaya.
Semuel., Hatane.L., and Adi S. (2014). Analisis eWOM, Brand Image, Brand Trust dan Minat Beli Produk Smartphone di Surabaya, Jurnal Manajemen Pemasaran Universitas Kristen Petra, 8 (2).
Shahid, M. M., Faisal. A., Ashfaq M. R., and Abdur (2014). The Effects of Brand Experience, Satisfaction and Trust on Brand Loyalty. an Empirical Research on the Internet Services of Cellular Companies in Pakistan, 24: 1288–1301.
Simamora, H.(2004). Manajemen Sumber Daya Manusia. Edisi Ke-3. Yogyakarta: STIE YKPN.
Simamora, H. (2006). Managemen Sumber Daya Manusia. Yogyakarta: STIE YKPN.
Sugiyono. (2015). Metode Penelitian Manajemen Pendekatan Kuantitatif, Kualitatif, Kombinasi (Mixed Method), Penelitian Tindakan (Action Research), Penelitian Evaluasi. Bandung: Alfabeta.
Sulistyowati, F.A. (2010). Pengaruh Brand Awareness dan Kualitas Produk Terhadap Brand Attitude Produk Pure it dari Unilever, Universitas Brawijaya, Malang
Taylor, F., and Darsono. (2008). Hubungan Perceived Service Quality dan Loyalitas: Peran Trust dan Satisfaction sebagai Mediator. The 2nd National Conference UKWMS, Surabaya.
Tjiptono, F.C.G. (2000). Service, Quality & Satisfaction. Edisi 1. Yogyakarta: Andi Yogyakarta
Tjiptono, F.C.G. (2011). Service, Quality & Satisfaction. Edisi 3. Yogyakarta: Andi Yogyakarta.
Widjaja, A. (2008). Audit Manajemen. Jakarta: Rineka Cipta.
Yuniarsih., and Suwatno. (2008). Manajemen Sumber Daya Manusia. Bandung: Alfabeta.
Zehir,C., Sahin, A.,K.H., and Özsahin, M. (2011). The Effects of Brand Communication and Service Quality In Building Brand. Procedia Social and Behavioral Sciences, 24: 1218-1231.
