PERANAN CORPORATE IMAGE UNTUK MENINGKATKAN KEPUASAN PELANGGAN PT L’OREAL INDONESIA CABANG BANJARMASIN
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Mar 30, 2019
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Abstract
Abstract,
The purpose of this study was to determine how the role of Corporate Image to increase customer satisfaction at PT L’Oreal Indonesia Banjarmasin Branch. The method used in this research is descriptive method. The study population was all customers who purchased L’Oreal products as many as 611 customers, with a total sample of 100 people taken randomly from the population. The results showed that PT L'Oreal Indonesia Banjarmasin Branch had not run an advertising strategy optimally, still did not implement public relations well, did not provide physical and non-physical identities to its products, word of mouth communication was quite effective and had not provided non-personal stimulation .
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Hayati, D., Budiati, P., & Renny, -. (2019). PERANAN CORPORATE IMAGE UNTUK MENINGKATKAN KEPUASAN PELANGGAN PT L’OREAL INDONESIA CABANG BANJARMASIN. Dinamika Ekonomi: Jurnal Ekonomi Dan Bisnis, 12(1), 136-151. Retrieved from https://stienas-ypb.ac.id/jurnal/index.php/jdeb/article/view/180
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Tjiptono, Fandy, 2010. Strategi Pemasaran. Yogyakarta: Andi.
Webster dalam Sutisna, 2002. Perilaku Konsumen & Komunikasi Pemasaran. Bandung: Remaja Rosdakary.
Yoeti. 2006. Building Brands Directly. London : Mcmillan Business.
Young. 2016. Store Image Attributes and Customer Satisfaction Across Different Customer Profiles Within The Supermarket Sector in Greece. European Journal of Marketing, Vol. 28 No. 2/4, pp. 1-44.
Zeithaml dan Bitner, 2003, Manajemen Jasa manajemen Terpadu. Bogor : Ghalia Indonesia.
Arikunto, Suharsimi, 1998. Prosedur Penelitian Suatu Pendekatan Praktek. Edisi Revisi IV. Jakarta : Rineka Cipta.
Bag. 2009. Inter-relationships Among Store Images, Store Satisfaction, and Store Loyalty Among Korea Discount Retail Patrons. Asia Pacific Journal of Marketing and Logistics, Vol.15 No. 4, pp. 42-71.
Cutlip & Center dalam Iriantara, 2004. Riset Pemaaran Konsep Aplikasi dengan SPSS. Jakarta : PT. Elex Media Komputindo.
Frederick dan Salter dalam Faullant et al. 2008. Customer Perceived Value, Satisfaction, And Loyalty: The Role Of Switching Cost. Journal Psichology and Marketing,Vol. 21, No. 2, pp. 799-822.
Fatmawati, 2014. Pemasaran dan Perilakuk Konsumen. Jakarta: Gramedia. Gronroos dalam Sutisna, 2012. Analisis Data Dalam Aplikasi pemasaran. Jakarta: Ghalia Indonesia.
Howard. 2009. Subjective and Objective Criteria in Consumer Choice: An Examination of Retail Patronage Criteria. The Journal of Consumer Affairs, Vol. 15, No. 1, pp. 115-127.
Iswari dan Suryandari, 2013. Manajemen Public Relation & Media Komunikasi. Edisi Revisi, Jakarta: Raja Grafindo.
Jefkins dalam Imran. 2012. Customer Loyalty in The Hotel Industry: The Role of Customer Satisfaction and Image. International Journal of Contemporary Hospitality Management. Vol. 12 No. 6, pp. 346-51.
Kotler, Philip, 2008. Manajemen Pemasaran. Edisi Milenimun, Benyamin Molan (Terjemahan), Jakarta : Prehalindo.
Kottler, Philip. 2013. Principles of Marketing. Seventh Edition. Prentice Hall International Inc., Englewood Cliffs, New Jersey.
Kotler & Fox dalam Sutisna, 2002. Manajemen Public Relation & Media Komunikasi. Edisi Revisi, Jakarta : Raja Grafindo.
Mowen, John. C dan Michael, Minor. 2011. Perilaku Konsumen. Terjemahan Dwi Kartini Yahya, Edisi kelima. Jakarta : Erlangga.
Mackiewicz yang disadur Oliver, 2007. Customer Service Cara Efektif Memuaskan Pelanggan. Jakarta: Pradanya Paramita.
Nicholas, 2012. Corporate Image : An Audience Centred Model, Corporate Communication. International Journal, Vol.5, No.2.
Norman dalam Fatmawati, 2014. Riset Pemasaran dan Perilaku Konsumen, Jakarta: Gramedia Pustaka Utama.
Norris yang disadur oleh Jefkins, 2016. Service Quality and Satisfaction-the Moderating role of value. European Journal of Marketing.
Ruslan, R. 2012. Manajemen Public Relatoins & Media Komunikasi. Jakarta : PT Rajagrafindo Persada.
Shimp. 2013. Pengembangan dan Promosi Obyek Wisata Nepa Sebagai Penunjang Wisata Pulau Madura. Jurnal Manajemen dan Kewirausahaan, Vol. 7, No. 1, pp. 74-82.
Schiffman. 2000. Essentials of Econometrics. Mc Graw Hill: Inc New York. Sutisna, 2002, Sutisna, Perilaku Konsumen & Komunikasi Pemasaran. Bandung: Remaja Rosdakarya.
Smith, 2015. Explaning Online Purchae Intentions: A Multi-Channel Store Image Perspective. Journal of Marketing, Vol. 28 No. 2, pp. 11-25.
Tjiptono, Fandy, 2010. Strategi Pemasaran. Yogyakarta: Andi.
Webster dalam Sutisna, 2002. Perilaku Konsumen & Komunikasi Pemasaran. Bandung: Remaja Rosdakary.
Yoeti. 2006. Building Brands Directly. London : Mcmillan Business.
Young. 2016. Store Image Attributes and Customer Satisfaction Across Different Customer Profiles Within The Supermarket Sector in Greece. European Journal of Marketing, Vol. 28 No. 2/4, pp. 1-44.
Zeithaml dan Bitner, 2003, Manajemen Jasa manajemen Terpadu. Bogor : Ghalia Indonesia.