ANALISIS PENGARUH BRAND IMAGE, SERVICE QUALITY, PRODUCT QUALITY, PRICE, DAN SITUATIONAL FACTORS TERHADAP KEPUASAN PELANGGAN KENTUCKY FRIED CHICKEN (KFC) DI BG JUNCTION SURABAYA

Dwi Indah Mustikorini

Abstract


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.

Keywords


Brand Image, Service Quality, Product Quality, price, dan Situational Factors and customer satisfaction

Full Text:

PDF

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.




DOI: http://dx.doi.org/10.30742/equilibrium.v7i2.292

Refbacks

  • There are currently no refbacks.


Copyright (c) 2017 Equilibrium: Jurnal Ekonomi-Manajemen-Akuntansi

Indexed By:

      
      

  Creative Commons License

Equilibrium by http://journal.uwks.ac.id/index.php/equilibrium is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.

 

 

 

 

 

 

Office: EQUILIBRIUM
Faculty of Economics and Business Universitas Wijaya Kusuma Surabaya
Dukuh Kupang XXV No. 54 Surabaya, Indonesia 60225 
Phone: +62315613231   
email: equilibrium@uwks.ac.id

p-ISSN 1693-1378 | e-ISSN 2598-9952