ANALISIS PENGARUH KEPUASAN, MOTIVASI, DAN KEPERCAYAAN TERHADAP LOYALITAS MASYARAKAT LOKAL PADA PUSAT PERBELANJAAN DI KOTA BATAM
Abstract
Pusat perbelanjaan sebagai salah satu tempat terjadinya suatu transaksi jual beli didalamnya, terus mengalami perkembangan dimasa modern ini. Adanya perkembangan pada pusat perbelanjaan tersebut, membuat penulis melaksanakan sebuah penelitian dengan tujuan menganalisis pengaruh antara kepuasan, motivasi, dan kepercayaan terhadap loyalitas pada Pusat Perbelanjaan di Kota Batam. Target populasi pada penelitian ini yaitu masyarakat lokal Kota Batam yang pernah mengunjungi pusat perbelanjaan, dengan menggunakan sampel berjumlah 372 responden. Pengumpulan data diperoleh dengan membagikan kuesioner dalam bentuk google form keberbagai media sosial, dengan IBM SPSS Statistic 25 sebagai software untuk mengolah data. Hasil pembahasan yang diperoleh penelitian ini yaitu variabel kepuasan, motivasi, dan kepercayaan berpengaruh secara signifikan terhadap loyalitas.
References
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FAYED, HANAA ABDEL KADER, WAFIK, GHADA MOHAMED, GERGER, N. W. (2016). The Impact of Motivations, Perceptions and Satisfaction on Tourists’ Loyalty. International Journal of Hospitality & Tourism Systems, 9(2), 14–26.
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Jeong, Y., & Kim, S. (2019). A study of event quality, destination image, perceived value, tourist satisfaction, and destination loyalty among sport tourists. Asia Pacific Journal of Marketing and Logistics, 32(4), 940–960. https://doi.org/10.1108/APJML-02-2019-0101
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Khin, A. A., Tay, A., Meng, G., & Chau, W. H. (2016). DETERMINANTS OF CUSTOMER SATISFACTION TOWARDS CREATION OF CUSTOMER LOYALTY OF THE, 2(5), 139–153.
Kuhn, P., Bendesa, K. G., & Wiranatha, A. S. (2019). Does Motivation and Trust Important for Tourists’ Loyalties? A Quantitative Perspective from Golf Tourism in Bali of Indonesia. E-Journal of Tourism, 6(1), 88. https://doi.org/10.24922/eot.v6i1.47481
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Lasena, S. R. (2013). ANALISIS PENENTUAN HARGA POKOK PRODUKSI PADA PT. DIMEMBE NYIUR AGRIPRا, 1(3), 585–592.
Lee, S., Jeon, S., & Kim, D. (2011). The impact of tour quality and tourist satisfaction on tourist loyalty: The case of Chinese tourists in Korea. Tourism Management, 32(5), 1115–1124. https://doi.org/10.1016/j.tourman.2010.09.016
Lee, T. H., Fu, C. J., & Tsai, L. F. (2019). How servicescape and service experience affect loyalty: evidence from attendees at the Taipei International Travel Fair. Journal of Convention and Event Tourism, 20(5), 398–420. https://doi.org/10.1080/15470148.2019.1658002
Lee, Y. K. (2016). Impact of government policy and environment quality on visitor loyalty to Taiwan music festivals: Moderating effects of revisit reason and occupation type. Tourism Management, 53, 187–196. https://doi.org/10.1016/j.tourman.2015.10.004
Leninkumar, V. (2017). The Relationship between Customer Satisfaction andCustomer Trust on Customer Loyalty. International Journal of Academic Research in Business and Social Sciences, Vol. 7, No, 450 – 465.
Leo, G., Brien, A., Astor, Y., Najib, M., Novianti, S., Rafdinal, W., & Suhartanto, D. (2020). Attraction loyalty, destination loyalty, and motivation: agritourist perspective. Current Issues in Tourism, 0(0), 1–13. https://doi.org/10.1080/13683500.2020.1772207
Lin, L. P., & Huang, S. C. (2018). Modeling Chinese post-90S’ tourism loyalty to the ex-rival state using the perceived value approach. Tourism and Hospitality Management, 24(1), 23–40. https://doi.org/10.20867/thm.24.1.1
MANSORI, S., & CHIN, J. H. (2013). Shopping Mall Attributes: Tourist Satisfaction and Loyalty. Management Dynamics in the Knowledge Economy, 7(4), 571–590. https://doi.org/10.25019/mdke/7.4.08
Michon, R., & Chebat, J. C. (2004). Cross-cultural mall shopping values and habitats - A comparison between English- and French-speaking Canadians. Journal of Business Research, 57(8), 883–892. https://doi.org/10.1016/S0148-2963(02)00291-6
Mohamad, M., & Ab Ghani, N. I. (2014). The Impact of Tourist Satisfaction on Destination Loyalty among European Tourists Visiting Malaysia. International Journal of Management Sciences, 2(8), 362–371. Retrieved from http://www.rassweb.com
Mohsan, F. (2011). Impact of Customer Satisfaction on Customer Loyalty and Intentions to Switch: Evidence from Banking Sector of Pakistan.
Narteh, B., Agbemabiese, G. C., Kodua, P., & Braimah, M. (2013). Relationship marketing and customer loyalty: Evidence from the ghanaian luxury hotel industry. Journal of Hospitality Marketing and Management, 22(4), 407–436. https://doi.org/10.1080/19368623.2012.660564
Öztürk, R. (2015). Exploring the Relationships between Experiential Marketing, Customer Satisfaction and Customer Loyalty: An Empirical Examination in Konya. International Journal of Social, Behavioral, Educational, Economic and Management Engineering, 9(8), 2485–2488. Retrieved from www.citeulike.org/user/tilljwinkler/article/10083551.
Park, K. S., Reisinger, Y., & Noh, E. H. (2010). Luxury shopping in tourism. International Journal of Tourism Research, 12(2), 164–178. https://doi.org/10.1002/jtr.744
Pertiwi, P. J., Tommy, P., & Tumiwa Johan R. (2016). TERHADAP NILAI PERUSAHAAN FOOD AND BEVERAGES YANG TERDAFTAR DI BURSA EFEK INDONESIA THE IMPACT OF DEBT POLICY , INVESTMENT DECISION AND PROFITABILITY ON FIRM VALUE, 4(1), 1369–1380.
Razak, A. A., & Shamsudin, M. F. (2019). The influence of atmospheric experience on Theme Park Tourist’s satisfaction and loyalty in Malaysia. International Journal of Innovation, Creativity and Change, 6(9), 10–20.
Riyanto, S., & Hatmawan, A. A. (2020). Metode Riset Penelitian Kuantitatif Penelitian Di Bidang Manajemen, Teknik, Pendidikan Dan Eksperimen. Deepublish.
Sansone, C., Fraughton, T., Zachary, J. L., Butner, J., & Heiner, C. (2011). Self-regulation of motivation when learning online: The importance of who, why and how. Educational Technology Research and Development, 59(2), 199–212. https://doi.org/10.1007/s11423-011-9193-6
Sanz-Blas, S., Ruiz-Mafé, C., & Perez, I. P. (2014). Key drivers of services website loyalty. Service Industries Journal, 34(5), 455–475. https://doi.org/10.1080/02642069.2014.871530
Silalahi, U. (2018). Metode Penelitian Sosial. Jurnal Kebijakan Dan Pengembangan Pendidikan, 216.
Sirdeshmukh, D., Singh, J., & Sabol, B. (2002). Consumer trust, value, and loyalty in relational exchanges. Journal of Marketing, 66(1), 15–37. https://doi.org/10.1509/jmkg.66.1.15.18449
Sop, S. A., & Kozak, N. (2019). Effects of brand personality, self-congruity and functional congruity on hotel brand loyalty. Journal of Hospitality Marketing and Management, 28(8), 926–956. https://doi.org/10.1080/19368623.2019.1577202
Suchánek, P., Richter, J., & Králová, M. (2014). Customer satisfaction, product quality and performance of companies. Review of Economic Perspectives, 14(4), 329–344. https://doi.org/10.1515/revecp-2015-0003
Suhartanto, D., Brien, A., Primiana, I., Wibisono, N., & Triyuni, N. N. (2020). Tourist loyalty in creative tourism: the role of experience quality, value, satisfaction, and motivation. Current Issues in Tourism, 23(7), 867–879. https://doi.org/10.1080/13683500.2019.1568400
Suhartanto, D., Ruhadi, & Triyuni, N. N. (2016). Tourist loyalty toward shopping destination: The role of shopping satisfaction and destination image. European Journal of Tourism Research, 13, 84–102.
Sunarsi, D. (2005). Pengaruh gaya kepemimpinan, motivasi dan disiplin kerja terhadap kinerja pendidik yayasan marvin, 1–18.
Zdaniuk, B., & Levine, J. M. (2001). Group loyalty: Impact of members’ identification and contributions. Journal of Experimental Social Psychology, 37(6), 502–509. https://doi.org/10.1006/jesp.2000.1474
Zulkarnaen, W., Fitriani, I. D., & Widia, R. (2018). The Influence of Work Motivation to Work Achievement of Employees in PT. Alva Karya Perkasa Bandung. Jurnal Manajemen, Ekonomi dan Akuntansi, 1(1), 42-62.
Azhar, M. E., Jufrizen, J., Prayogi, M. A., & Sari, M. (2019). The role of marketing mix and service quality on tourist satisfaction and loyalty at Samosir. Independent Journal of Management & Production, 10(5), 1662. https://doi.org/10.14807/ijmp.v10i5.937
Badan Pusat Statistik Kota Batam. (2020). Hasil Sensus Penduduk 2020, Penduduk Kota Batam 2020 1.196.396 Jiwa. Retrieved July 26, 2021, from https://batamkota.bps.go.id/pressrelease/2021/03/02/388/hasil-sensus-penduduk-2020--penduduk-kota-batam-2020-1-196-396-jiwa.html
Beddington, R. S. P. (1982). An autoradiographic analysis of tissue potency in different regions of the embryonic ectoderm during gastrulation in the mouse. Journal of Embryology and Experimental Morphology, Vol. 69, 265–285. https://doi.org/10.1242/dev.69.1.265
Cheng, B. L., Gan, C. C., Imrie, B. C., & Mansori, S. (2019). Service recovery, customer satisfaction and customer loyalty: evidence from Malaysia’s hotel industry. International Journal of Quality and Service Sciences, 11(2), 187–203. https://doi.org/10.1108/IJQSS-09-2017-0081
Chow, H. wen, Ling, G. J., Yen, I. yin, & Hwang, K. P. (2017). Building brand equity through industrial tourism. Asia Pacific Management Review, 22(2), 70–79. https://doi.org/10.1016/j.apmrv.2016.09.001
FAYED, HANAA ABDEL KADER, WAFIK, GHADA MOHAMED, GERGER, N. W. (2016). The Impact of Motivations, Perceptions and Satisfaction on Tourists’ Loyalty. International Journal of Hospitality & Tourism Systems, 9(2), 14–26.
Gudono. (2011). Analisis Data Multivarat (1st ed.). Yogyakarta: BPFE –YOGYAKARTA.
Hayes, B. E. (2008). Measuring Customer Satisfaction and Loyalty. American Society For Quality, Quality Press, Milwaukee. America.
Ismail, R. (2014). Nasabah Sebagai Prediktor Dalam Meningkatkan Loyalitas. Jurnal Organisasi Dan Manajemen, 10(2), 179–196.
Jeong, Y., & Kim, S. (2019). A study of event quality, destination image, perceived value, tourist satisfaction, and destination loyalty among sport tourists. Asia Pacific Journal of Marketing and Logistics, 32(4), 940–960. https://doi.org/10.1108/APJML-02-2019-0101
Keni, K., Oktora, F., & Wilson, N. (2019). The Impact of Destination Image and Perceived Quality on Tourist Loyalty in the Indonesian Tourism Industry, (November 2018), 67–75. https://doi.org/10.5220/0008488300670075
Keshavarz, Y., & Ali, M. (2015). The investigation of the hotels service quality effects on tourist on tourist loyalty. Ayer, 2, 327–342.
Khin, A. A., Tay, A., Meng, G., & Chau, W. H. (2016). DETERMINANTS OF CUSTOMER SATISFACTION TOWARDS CREATION OF CUSTOMER LOYALTY OF THE, 2(5), 139–153.
Kuhn, P., Bendesa, K. G., & Wiranatha, A. S. (2019). Does Motivation and Trust Important for Tourists’ Loyalties? A Quantitative Perspective from Golf Tourism in Bali of Indonesia. E-Journal of Tourism, 6(1), 88. https://doi.org/10.24922/eot.v6i1.47481
Laroche, M., Babin, B. J., Lee, Y. K., Kim, E. J., & Griffin, M. (2005). Modeling consumer satisfaction and word-of-mouth: restaurant patronage in Korea. Journal of Services Marketing, 19(3), 133–139. https://doi.org/10.1108/08876040510596803
Lasena, S. R. (2013). ANALISIS PENENTUAN HARGA POKOK PRODUKSI PADA PT. DIMEMBE NYIUR AGRIPRا, 1(3), 585–592.
Lee, S., Jeon, S., & Kim, D. (2011). The impact of tour quality and tourist satisfaction on tourist loyalty: The case of Chinese tourists in Korea. Tourism Management, 32(5), 1115–1124. https://doi.org/10.1016/j.tourman.2010.09.016
Lee, T. H., Fu, C. J., & Tsai, L. F. (2019). How servicescape and service experience affect loyalty: evidence from attendees at the Taipei International Travel Fair. Journal of Convention and Event Tourism, 20(5), 398–420. https://doi.org/10.1080/15470148.2019.1658002
Lee, Y. K. (2016). Impact of government policy and environment quality on visitor loyalty to Taiwan music festivals: Moderating effects of revisit reason and occupation type. Tourism Management, 53, 187–196. https://doi.org/10.1016/j.tourman.2015.10.004
Leninkumar, V. (2017). The Relationship between Customer Satisfaction andCustomer Trust on Customer Loyalty. International Journal of Academic Research in Business and Social Sciences, Vol. 7, No, 450 – 465.
Leo, G., Brien, A., Astor, Y., Najib, M., Novianti, S., Rafdinal, W., & Suhartanto, D. (2020). Attraction loyalty, destination loyalty, and motivation: agritourist perspective. Current Issues in Tourism, 0(0), 1–13. https://doi.org/10.1080/13683500.2020.1772207
Lin, L. P., & Huang, S. C. (2018). Modeling Chinese post-90S’ tourism loyalty to the ex-rival state using the perceived value approach. Tourism and Hospitality Management, 24(1), 23–40. https://doi.org/10.20867/thm.24.1.1
MANSORI, S., & CHIN, J. H. (2013). Shopping Mall Attributes: Tourist Satisfaction and Loyalty. Management Dynamics in the Knowledge Economy, 7(4), 571–590. https://doi.org/10.25019/mdke/7.4.08
Michon, R., & Chebat, J. C. (2004). Cross-cultural mall shopping values and habitats - A comparison between English- and French-speaking Canadians. Journal of Business Research, 57(8), 883–892. https://doi.org/10.1016/S0148-2963(02)00291-6
Mohamad, M., & Ab Ghani, N. I. (2014). The Impact of Tourist Satisfaction on Destination Loyalty among European Tourists Visiting Malaysia. International Journal of Management Sciences, 2(8), 362–371. Retrieved from http://www.rassweb.com
Mohsan, F. (2011). Impact of Customer Satisfaction on Customer Loyalty and Intentions to Switch: Evidence from Banking Sector of Pakistan.
Narteh, B., Agbemabiese, G. C., Kodua, P., & Braimah, M. (2013). Relationship marketing and customer loyalty: Evidence from the ghanaian luxury hotel industry. Journal of Hospitality Marketing and Management, 22(4), 407–436. https://doi.org/10.1080/19368623.2012.660564
Öztürk, R. (2015). Exploring the Relationships between Experiential Marketing, Customer Satisfaction and Customer Loyalty: An Empirical Examination in Konya. International Journal of Social, Behavioral, Educational, Economic and Management Engineering, 9(8), 2485–2488. Retrieved from www.citeulike.org/user/tilljwinkler/article/10083551.
Park, K. S., Reisinger, Y., & Noh, E. H. (2010). Luxury shopping in tourism. International Journal of Tourism Research, 12(2), 164–178. https://doi.org/10.1002/jtr.744
Pertiwi, P. J., Tommy, P., & Tumiwa Johan R. (2016). TERHADAP NILAI PERUSAHAAN FOOD AND BEVERAGES YANG TERDAFTAR DI BURSA EFEK INDONESIA THE IMPACT OF DEBT POLICY , INVESTMENT DECISION AND PROFITABILITY ON FIRM VALUE, 4(1), 1369–1380.
Razak, A. A., & Shamsudin, M. F. (2019). The influence of atmospheric experience on Theme Park Tourist’s satisfaction and loyalty in Malaysia. International Journal of Innovation, Creativity and Change, 6(9), 10–20.
Riyanto, S., & Hatmawan, A. A. (2020). Metode Riset Penelitian Kuantitatif Penelitian Di Bidang Manajemen, Teknik, Pendidikan Dan Eksperimen. Deepublish.
Sansone, C., Fraughton, T., Zachary, J. L., Butner, J., & Heiner, C. (2011). Self-regulation of motivation when learning online: The importance of who, why and how. Educational Technology Research and Development, 59(2), 199–212. https://doi.org/10.1007/s11423-011-9193-6
Sanz-Blas, S., Ruiz-Mafé, C., & Perez, I. P. (2014). Key drivers of services website loyalty. Service Industries Journal, 34(5), 455–475. https://doi.org/10.1080/02642069.2014.871530
Silalahi, U. (2018). Metode Penelitian Sosial. Jurnal Kebijakan Dan Pengembangan Pendidikan, 216.
Sirdeshmukh, D., Singh, J., & Sabol, B. (2002). Consumer trust, value, and loyalty in relational exchanges. Journal of Marketing, 66(1), 15–37. https://doi.org/10.1509/jmkg.66.1.15.18449
Sop, S. A., & Kozak, N. (2019). Effects of brand personality, self-congruity and functional congruity on hotel brand loyalty. Journal of Hospitality Marketing and Management, 28(8), 926–956. https://doi.org/10.1080/19368623.2019.1577202
Suchánek, P., Richter, J., & Králová, M. (2014). Customer satisfaction, product quality and performance of companies. Review of Economic Perspectives, 14(4), 329–344. https://doi.org/10.1515/revecp-2015-0003
Suhartanto, D., Brien, A., Primiana, I., Wibisono, N., & Triyuni, N. N. (2020). Tourist loyalty in creative tourism: the role of experience quality, value, satisfaction, and motivation. Current Issues in Tourism, 23(7), 867–879. https://doi.org/10.1080/13683500.2019.1568400
Suhartanto, D., Ruhadi, & Triyuni, N. N. (2016). Tourist loyalty toward shopping destination: The role of shopping satisfaction and destination image. European Journal of Tourism Research, 13, 84–102.
Sunarsi, D. (2005). Pengaruh gaya kepemimpinan, motivasi dan disiplin kerja terhadap kinerja pendidik yayasan marvin, 1–18.
Zdaniuk, B., & Levine, J. M. (2001). Group loyalty: Impact of members’ identification and contributions. Journal of Experimental Social Psychology, 37(6), 502–509. https://doi.org/10.1006/jesp.2000.1474
Zulkarnaen, W., Fitriani, I. D., & Widia, R. (2018). The Influence of Work Motivation to Work Achievement of Employees in PT. Alva Karya Perkasa Bandung. Jurnal Manajemen, Ekonomi dan Akuntansi, 1(1), 42-62.
Published
2022-03-16
How to Cite
Kurniawan, R., & Monica, M. (2022). ANALISIS PENGARUH KEPUASAN, MOTIVASI, DAN KEPERCAYAAN TERHADAP LOYALITAS MASYARAKAT LOKAL PADA PUSAT PERBELANJAAN DI KOTA BATAM. Jurnal Ilmiah Manajemen, Ekonomi, & Akuntansi (MEA), 6(1), 549-562. https://doi.org/10.31955/mea.v6i1.1905
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