ANALISIS PENGARUH BRAND IMAGE, SERVICE QUALITY, PRODUCT QUALITY, PRICE, DAN SITUATIONAL FACTORS TERHADAP KEPUASAN PELANGGAN KENTUCKY FRIED CHICKEN (KFC) DI BG JUNCTION SURABAYA
DOI:
https://doi.org/10.30742/equilibrium.v7i2.292Keywords:
Brand Image, Service Quality, Product Quality, price, dan Situational Factors and customer satisfactionAbstract
Result of research to the 60 pepoles customer Kentucky Fried Chicken (KFC) in BG Junction Surabaya indicates. that: (1) Customer satisfaction Kentucky Fried Chicken (KFC) in BG Junction Surabaya relative is higher (2). Brand image, service quality, product quality, price, and situational factors as partial and simultaneous proven have positive influence and significant to satisfaction Kentucky Fried Chicken (KFC) in BG Junction Surabaya (3). At Kentucky Fried Chicken (KFC) in BG Junction Surabaya, product quality has biggest influence to customer satisfaction.References
Acker, D.A. (1991). Managing brand equity. New York: The Free Press.
Adam, E.E. & Ebert, R.J. (2005). Production and operation management. (61h edition). Upper Saddle River: Prentice Hall, Inc.
Arcana, N. (1996). Pengantar statistic II: Untuk ekonomi bagian inferensial. Surabaya : Fakultas Ekonomi Universitas Katolik Widya Mandala.
Assael, H. (1992). Consumer behavior and marketing action. (5th ed.). Cincinnati Ohio: South Western College.
Barnes, J.G. (2003). Rahasia manajemen hubungan pelanggan. (Andreas Winardi, Trans.) Yogyakarta: Andi.
Berkowitz, E.N., Roger, A.K., Steven, W.H., & William, R. (2002). Marketing (4°i ed.). Homewood: Richard D. Irwin, Inc.
Berman, B. & Joel, R.E. (2001). Retail management: A strategic approach (8"' ed.). Upper Saddle Rive: Pretice Hall, inc.
Dharmmesta, B.S. & Handoko, T.H. (2002). Mqnajemen pemasaran analisis prilaku konsumen (ed. II). Yogyakarta.: Liberty.
Durianto, D., Sugiarto, & Sitinjak, T. (2001). Strategi menaklukkan pasar melalui riset ekuitas dan prilaku konsumen. Jakarta: Gramedia.
Hair, J.F.Jr., Anderson, R.E., Tatham, R.L., & Black, W.C. (1998). Multivariate data analysis (5th ed. Intl.ed.). Upper Saddle River: Prentice Hall Intl., Inc. Keller, K.L. (1993). Conceptualizing, measuring, and managing customer-based brand equity. Journal of Marketing. Vol. 57. January: 1-22.
Kotler, P. & Amstrong, J. (1996). Principles of marketing (7th ed.). Upper Saddle River: Pearson Prentice Hall. Intl.
___________, (1994). Principles of marketing. Edisi keenam, Prentice Hall.
___________, (2007). Dasar-dasar pemasaran (Edisi 9. Jilid 1). (Alexander Sindoro, Trans.). Jakarta: Indeks.
___________, (1997).Marketing management: Analysis, planning, implementation, and control. (9th ed.). Englewood Cliff: Prentice Hall Inc.
___________, (1999). Marketing for hospitality and tourism (2nd ed.). Upper Saddle River: Prentice Hall Intl., Inc.
___________, (2003). Marketing management: Analysis, planning, implementation, and control. (11t ed.). Englewood Cliff: Prentice Hall International, Inc.
___________, (2006). Marketing management (12th ed.). Upper Saddle River: Pearson Education, Inc.
Lovelock, C. & Wright, L. (2002). Principles of service marketing and management. (2"d ed.). Upper Saddle River: Pearson Education, Inc.
Malhotra, N.K. (2005). Riset pemasaran: Pedekatan terapan (4th ed., Jilid 1). (S.R. Maryam, Trans.). Jakarta: Indeks.
Maulana, A. (1999). Merek: Peranan dan kaitannya dengan sukses produk. Usahawan. No. 08. Tahun XXVIII. Agustus: 5-8.
Nitisemito, A.S. (2000). Marketing. (Edisi Revisi). Jakarta: Ghalia Indonesia.
Payne, A. (2001). Services marketing (ed.I). (Fandy Tjiptono, Trans.): Yogyakarta.: Andi.
Peter, J.P. & Olson, J.C. (2003). Consumer behaviour and marketing strategy. (6"' ed.). Singapore: McGraw Hill.
Rahayu Sri. (2005). SPSS. Bandung, Penerbit : CV. Alfabeta
Schiffman, L.G. & Kanuk, L.L. (2004). Consumer behavior (8th ed.). New Jersey: Prentice-Hall International, Inc.
Semuel, Hatane. (2006). Ekspektasi pelanggan dan aplikasi bauran pemasaran terhadap loyalitas took moderen dengan kepuasan pelanggan sebagai intervening. Jurnal Manajemen Pemasaran. Vol. 1. No. 2.Oktober: 53-64.
Simamora, B. (2002). Aura merek: 7 langka membangun merek yang kuat. Jakarta: Gramedia.
Singarimbun, M. & Effendi, S. (Editor). (2005). Metode penelitian survai (ed.Revisi). Jakarta: LP3ES.
Stanton, William J. (1984). Fundamental of Marketing. Seventh edition, Mc. Graw Hill Book.
Sugiarto, Siagian, D., Sunaryanto, L.T. & Oetomo, D.S. (2001). Teknik sampling. Jakarta: Gramedia.
Sugiyono. (2006). Metode penelitian bisnis. Bandung:CV Alfabeta.
Sumodiningrat, G.(2001). Ekonometrika. Yogyakarta: BPFE.
Tjiptono, F. (1998). Strategi pemasaran. (ed. II). Yogyakarta: Andi Offset.
__________, Manajemen jasa (ed. I). Yogyakarta: Andi.
__________, (2005). Services, quality, and satisfaction. Yogyakarta: Andi Offset.
Zeithaml, V.A. (1998) Consumer perceptions of price, quality, and value: A meansend model and synthesis of evidence. Journal of Marketing. Vol. 52. July: 2-22.
__________, (2003). Services marketing. (International ed.). Singapore: The McGraw-Hill Companies, Inc.
Downloads
Issue
Section
License
Authors who publish with this journal agree to the following terms:
- Authors retain copyright and grant the journal right of first publication with the work simultaneously licensed under a Attribution-ShareAlike 4.0 International (CC BY-SA 4.0) License that allows others to share the work with an acknowledgement of the work's authorship and initial publication in this journal.
- Authors are able to enter into separate, additional contractual arrangements for the non-exclusive distribution of the journal's published version of the work (e.g., post it to an institutional repository or publish it in a book), with an acknowledgement of its initial publication in this journal.
- Authors are permitted and encouraged to post their work online (e.g., in institutional repositories or on their website) prior to and during the submission process, as it can lead to productive exchanges, as well as earlier and greater citation of published work
