Main Article Content
Abstract
The purpose of this research is to analyze the effect analysis of service quality, price, and promotions on customer satisfaction and loyalty on Spotify premium users. The analysis used was the AMOS application program version 26.0. This research was conducted in the city of Yogyakarta. This research is a causality study with variables including service quality, price, and promotions and dependent variables including customer satisfaction and loyalty. The population used is all Spotify premium users in Indonesia. The sampling technique used nonprobability sampling, namely purposive sampling. The number of samples used was 235 respondents and analyzed using the SEM approach. The results of data analysis show that service quality and price have a positive and significant effect on customer satisfaction. Price and satisfaction have a positive and significant effect on customer loyalty. Service quality has a positive and significant effect on customer satisfaction and service quality has a positive and significant effect on customer loyalty.
Keywords
Article Details
References
- Ahmed, S., Al Asheq, A., Ahmed, E., Chowdhury, U.Y., Sufi, T. & Mostofa, M.G. (2023), "The intricate relationships of consumers’ loyalty and their perceptions of service quality, price and satisfaction in restaurant service", The TQM Journal, Vol. 35 No. 2, pp. 519-539. https://doi.org/10.1108/TQM-06-2021-0158
- Albuquerque, R.P. & Ferreira, J.J. (2022), "Service quality, loyalty, and co-creation behaviour: a customer perspective", International Journal of Innovation Science, Vol. 14 No. 1, pp. 157-176. https://doi.org/10.1108/IJIS-06-2021-0101
- Anwar, S. (2014). Metodologi penelitian bisnis. Jakarta: Salemba Empat.
- Apjii. 2023. Survei Internet, APJII 2023. Diakses Melalui: https://apjii.or.id/content/read/39/264/Survei-Internet-APJII-2016
- Asadi, A., Khazaei Pool, J. & Reza Jalilvand, M. (2014), "The effect of perceived price fairness through satisfaction and loyalty on international tourists’ price acceptance of Islamic-Iranian art products", Education, Business and Society: Contemporary Middle Eastern Issues, Vol. 7 No. 4, pp. 201-215. https://doi.org/10.1108/EBS-10-2013-0045
- Bei Chiao (2006), The Determinant of Customer Loyalty : An Analysis of Intangible Factors in Three Services Industries, International Journal of Commerce and Management, 16 :162-177
- Bei dan Chiao (2001), An Integrated Model For The Effect of Perceived Product, Perceived Service Quality, And Perceived Price Fairness on Consumer Satisfaction and Loyalty, Journal of Consumer Satisfaction Dissatisfaction and Complaining Behavior, hal. 125
- Brata, B. H., Husani, S., & Ali, H. (2017). The influence of quality products, price, promotion, and location to product purchase decision on Nitchi at PT. Jaya Swarasa Agung in Central Jakarta. Saudi Journal of Business and Management Studies, 2(4), 357-374.
- Cheng, B. L., Gan, C. C., Imrie, B. C., & Mansori, S. (2018). Service recovery, customer satisfaction and customer loyalty: evidence from Malaysia’s hotel industry. International Journal of Quality and Service Sciences. https://doi.org/10.1108/IJQSS-09-2017-0081
- Durga Prasad, C. S., Sharma, S., & Kaura, V. (2015). Service quality, service convenience, price and fairness, customer loyalty, and the mediating role of customer satisfaction. International Journal of Bank Marketing, 33(4), 404– 422. https://doi.org/10.1108/IJBM-04-2014-0048
- Ferdinand, Augusty. (2014). Metode Penelitian Manajemen: Pedoman Penelitian untuk Skripsi, Tesis, dan Desertasi Ilmu Manajemen, p. 171.
- Ghozali. (2014). Aplikasi Analisis Multivariate dengan Program SPSS .Semarang: Badan Penerbit UNDIP.
- Ghozali, I. & Fuad. (2008). Structural Equation Modeling .Semarang: Universitas Diponegoro.
- Hair, J. F., Black, W. C., Babin, B. J., & Anderson, R. E. (2014). Multivariate data analysis: Pearson new international edition. Essex: Pearson Education Limited, 1(2).
- Hair Jr, J. F, J., Hult, G. T. M., Ringle, C. M., & Sarstedt, M. (2017). A Primer on Partial Least Squares Structural Equation Modeling (PLS-SEM). In International Journal of Research & Method in Education (2nd ed., Vol. 38).
- Hasan, A., & SE, M. (2014). Marketing dan Kasus-kasus Pilihan (Cetakan Kedua). Yogyakarta: CAPS (Center for Academic Publishing Service).
- Hassan, M., Hassan, S., Nawaz, M. S., & Aksel, I. (2013). Measuring customer satisfaction and loyalty through service fairness, service quality and price fairness perception: an empirical study of Pakistan Mobile telecommunication sector. Science International, 25(4), 971-980.
- Hawkins, D.I., & Mothersbaugh, D.L. (2010) Consumer Behavior: Building Marketing Strategy.11th edition. McGraw-Hill, Irwin.
- Holmes. (2001). The Search For The Secure Base: Attachment Theory And Psychotherapy, First Publish, By Brunner-Routledge, 27 Church Road, Hove, East, Sussex BN3 2F.
- Hult, G. T. M., Sharma, P. N., Morgeson, F. V., & Zhang, Y. (2018). Antecedents and Consequences of Customer Satisfaction: Do They Differ Across Online and Offline Purchases?. Journal of Retailing. https://doi.org/10.1016/j.jretai.2018.10.003
- Hyun, S. S. (2010). Predictors of relationship quality and loyalty in the chain restaurant industry. Cornell Hospitality Quarterly, 51(2), 251-267.
- Julianto, A. (2023). Spotify Tembus 515 Juta Pengguna Aktif Bulanan, Rekor Tertinggi dan Mengalahkan Prediksi. VOI. https://voi.id/teknologi/275151/spotify-tembus-515-juta-pengguna-aktif-bulanan-rekor-tertinggi-dan-mengalahkan-prediksi
- Kartikasari, A., & Albari, A. (2019). The Influence of Product Quality, Service Quality and Price on Customer Satisfaction and Loyalty. Asian Journal of Entrepreneurship and Family Business, 3(1), 49-64
- Kotler, Philip dan Keller, Kevine. Lane. (2009). Manajemen Pemasaran Jilid 2 Edisi 13. Jakarta: Erlangga.
- Kotler, K. K. P., & Manceau, D. (2012). Marketing management 14e. PEARSON FRANCE.
- Lee, S.Y. (2017), "Service quality of sports centers and customer loyalty", Asia Pacific Journal of Marketing and Logistics, Vol. 29 No. 4, pp. 870-879. https://doi.org/10.1108/APJML-10-2016-0191
- Lumintang, A. A. (2013). Marketing Mix Pengaruhnya Terhadap Loyalitas Konsumen Sabun Mandi Lifebuoy Di Kota Manado. Jurnal EMBA: Jurnal Riset Ekonomi, Manajemen, Bisnis dan Akuntansi, 1(3).
- Mandey, J. B. (2013). Promosi, distribusi, harga pengaruhnya terhadap keputusan pembelian Rokok Surya Promild. Jurnal EMBA: Jurnal Riset Ekonomi, Manajemen, Bisnis dan Akuntansi, 1(4).
- Martín‐Consuegra, D., Molina, A. & Esteban, Á. (2007), "An integrated model of price, satisfaction and loyalty: an empirical analysis in the service sector", Journal of Product & Brand Management, Vol. 16 No. 7, pp. 459-468. https://doi.org/10.1108/10610420710834913
- Mohsan, F., Nawaz, M.M., Khan, M.S., et al. (2011) Impact of Customer Satisfaction on Customer Loyalty and Intentions to Switch: Evidence from Banking Sector of Pakistan. International Journal of Business and Social Science, 2, 16.
- Morisada, M., Miwa, Y., & Dahana, W. D. (2019). Identifying valuable customer segments in online fashion markets: An implication for customer tier programs. Electronic Commerce Research and Applications. https://doi.org/10.1016/j.elerap.2018.100822
- Nizar, A. (2011). Peran Harga sebagai Indikator Kualitas Jasa dan Pengaruh Terhadap Keputusan Pembelian. Fokus Manajerial, 2(2), 101-102.
- Oliver, R. L. (n.d.). Whence Consumer Loyalty? Journal of Marketing Vol. 63 (Special Issue 1999), 33-44
- Oliver, Richard L. (1997), Satisfaction: A Behavioral Perspective on the Consumer. New York: Irwin/McGraw-Hill.
- Parasuraman, A. B. L. L., Zeithaml, V. A., & Berry, L. (1988). SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality. 1988, 64(1), 12-40.
- Prilano, K., Sudarso, A., & Fajrillah, F. (2020). Pengaruh harga, keamanan dan promosi terhadap keputusan pembelian toko online lazada. Journal of Business and Economics Research (JBE), 1(1), 1-10.
- Purwoko, S., & Haryana, A. (2020). Pengaruh kemasan, kualitas dan harga produk susu terhadap kepuasan dan loyalitas pelanggan PT. Dwimitra Usaha Global. Jurnal Administrasi dan Manajemen, 10(2), 117-126.
- Rares, A., & Jorie, R. J. (2015). The effect of the price, promotion, location, brand image and quality products towards the purchase decision of consumers at Bengkel Gaoel Store Manado Town Square. Jurnal EMBA: Jurnal Riset Ekonomi, Manajemen, Bisnis dan Akuntansi, 3(2).
- Ratnasari, R. T., & Aksa, M. (2011). Manajemen Pemasaran Jasa, Ghalia Indonesia.
- Rita N. Tarore, F. L. (2018). Analisis Pengaruh Harga, Promosi, Lokasi, Dan Kualitas Pelayanan Terhadap Keputusan Pembelian Pada PT. Indomaret manado Unit Jalan Sea. Jurnal EMBA, Vol. 6, No. 4, September 2018, ISSN 2303-1174, 3068-3077
- Rizkya, C. S. (2017). Peningkatan Consumer Loyalty Dengan Product Quality, Price, Location Dan Store Atmosphere, Melalui Customer Satisfaction (Studi Pada: Cafe Nannys Pavillon Mall Kota Kasablanka) (Doctoral dissertation, STIE Indonesia Banking School).
- Samuelson, P. A. (2009). Macroeconomies. Seventeenth Edition. Nordhaus: McGraw-Hil
- Sofyan, I. L., Pradhanawati, A., & Nugraha, H. S. (2013). Pengaruh Fasilitas dan Kualitas Pelayanan Terhadap Loyalitas, Melalui Kepuasan Konsumen Sebagai Variabel Intervening pada Star Clean Car Wash Semarang. Jurnal Ilmu Administrasi Bisnis.
- Swastha, B. (2007). Manajemen Pemasaran Edisi Kedelapan Cetakan Kedelapan.
- Tahmasbizadeh, N., Hadavand, M., & Manesh, H. M. (2016). Impact of relationship quality with customer (relationship marketing) on customer loyalty in customer-oriented strategy: case study agriculture bank customers, Tehran, Iran. Kuwait Chapter of Arabian Journal of Business and Management Review, 33(3492), 1-7.
- Tamher, E. R., Tabelessy, W., & Tahapary, G. (2019). Atmosfer cafe pengaruhnya terhadap kepuasan dan loyalitas pelanggan cafe pasir putih di kota Ambon. Soso-Q: Jurnal Manajemen, 7(2).
- Telaumbanua, E. P. (2017). Analisis Kualitas Pelayanan dengan Kepuasan Konsumen pada Penderita Penyakit Thalassemia di Rumah Sakit Sentra Medika Cisalak Depok. Jurnal Online Mahasiswa (JOM) Bidang Manajemen, 1(1).
- Tellis, G. J. (1988). Advertising exposure, loyalty, and brand purchase: A two-stage model of choice. Journal of Marketing Research, 25(2), 134– 144. https://doi.org/10.2307/3172645
- Tjahjaningsih, E. (2016). Pengaruh Citra Dan Promosi Terhadap Kepuasan Pelanggan Serta Dampaknya Terhadap Loyalitas Pelanggan (Studi Pada Pelanggan Supermarket Carrefour Di Semarang). Media Ekonomi Dan Manajemen, 28(2).
- Tjiptono, Fandy. (2008). Strategi Pemasaran. Edisi Kedua. Yogyakarta: Penerbit Andi.
- Tjiptono, Fandy. (2012). Total Quality Manajemen. Yogyakarta: Penerbit Andi Offset.
- Tse dan Wilton (1988). Kepuasan Pelanggan, jilid 2. Edisi ketiga. Klaten : PT. Indeks Kelompok Gramedia
- Woen, N. G., & Santoso, S. (2021). Pengaruh Kualitas Layanan, Kualitas Produk, Promosi, dan Harga Normal terhadap Kepuasan dan Loyalitas Konsumen. Jurnal Maksipreneur: Manajemen, Koperasi, dan Entrepreneurship, 10(2), 146-163.
- Wu, H. C. (2013). An empirical study of the effects of service quality, perceived value, corporate image, and customer satisfaction on behavioral intentions in the Taiwan quick service restaurant industry. Journal of Quality Assurance in Hospitality & Tourism, 14(4), 364-390.
- Yang, Z (2001), "Consumer perceptions of service quality in Internet-based electronic commerce", Proceedings of the 30th EMAC Conference, 8-11 May, Bergen.
- Zakaria, D. G., & Suwitho, S. (2017). Pengaruh kualitas pelayanan, kualitas produk dan harga terhadap kepuasan pelanggan. Jurnal Ilmu dan Riset Manajemen (JIRM), 6(4).
References
Ahmed, S., Al Asheq, A., Ahmed, E., Chowdhury, U.Y., Sufi, T. & Mostofa, M.G. (2023), "The intricate relationships of consumers’ loyalty and their perceptions of service quality, price and satisfaction in restaurant service", The TQM Journal, Vol. 35 No. 2, pp. 519-539. https://doi.org/10.1108/TQM-06-2021-0158
Albuquerque, R.P. & Ferreira, J.J. (2022), "Service quality, loyalty, and co-creation behaviour: a customer perspective", International Journal of Innovation Science, Vol. 14 No. 1, pp. 157-176. https://doi.org/10.1108/IJIS-06-2021-0101
Anwar, S. (2014). Metodologi penelitian bisnis. Jakarta: Salemba Empat.
Apjii. 2023. Survei Internet, APJII 2023. Diakses Melalui: https://apjii.or.id/content/read/39/264/Survei-Internet-APJII-2016
Asadi, A., Khazaei Pool, J. & Reza Jalilvand, M. (2014), "The effect of perceived price fairness through satisfaction and loyalty on international tourists’ price acceptance of Islamic-Iranian art products", Education, Business and Society: Contemporary Middle Eastern Issues, Vol. 7 No. 4, pp. 201-215. https://doi.org/10.1108/EBS-10-2013-0045
Bei Chiao (2006), The Determinant of Customer Loyalty : An Analysis of Intangible Factors in Three Services Industries, International Journal of Commerce and Management, 16 :162-177
Bei dan Chiao (2001), An Integrated Model For The Effect of Perceived Product, Perceived Service Quality, And Perceived Price Fairness on Consumer Satisfaction and Loyalty, Journal of Consumer Satisfaction Dissatisfaction and Complaining Behavior, hal. 125
Brata, B. H., Husani, S., & Ali, H. (2017). The influence of quality products, price, promotion, and location to product purchase decision on Nitchi at PT. Jaya Swarasa Agung in Central Jakarta. Saudi Journal of Business and Management Studies, 2(4), 357-374.
Cheng, B. L., Gan, C. C., Imrie, B. C., & Mansori, S. (2018). Service recovery, customer satisfaction and customer loyalty: evidence from Malaysia’s hotel industry. International Journal of Quality and Service Sciences. https://doi.org/10.1108/IJQSS-09-2017-0081
Durga Prasad, C. S., Sharma, S., & Kaura, V. (2015). Service quality, service convenience, price and fairness, customer loyalty, and the mediating role of customer satisfaction. International Journal of Bank Marketing, 33(4), 404– 422. https://doi.org/10.1108/IJBM-04-2014-0048
Ferdinand, Augusty. (2014). Metode Penelitian Manajemen: Pedoman Penelitian untuk Skripsi, Tesis, dan Desertasi Ilmu Manajemen, p. 171.
Ghozali. (2014). Aplikasi Analisis Multivariate dengan Program SPSS .Semarang: Badan Penerbit UNDIP.
Ghozali, I. & Fuad. (2008). Structural Equation Modeling .Semarang: Universitas Diponegoro.
Hair, J. F., Black, W. C., Babin, B. J., & Anderson, R. E. (2014). Multivariate data analysis: Pearson new international edition. Essex: Pearson Education Limited, 1(2).
Hair Jr, J. F, J., Hult, G. T. M., Ringle, C. M., & Sarstedt, M. (2017). A Primer on Partial Least Squares Structural Equation Modeling (PLS-SEM). In International Journal of Research & Method in Education (2nd ed., Vol. 38).
Hasan, A., & SE, M. (2014). Marketing dan Kasus-kasus Pilihan (Cetakan Kedua). Yogyakarta: CAPS (Center for Academic Publishing Service).
Hassan, M., Hassan, S., Nawaz, M. S., & Aksel, I. (2013). Measuring customer satisfaction and loyalty through service fairness, service quality and price fairness perception: an empirical study of Pakistan Mobile telecommunication sector. Science International, 25(4), 971-980.
Hawkins, D.I., & Mothersbaugh, D.L. (2010) Consumer Behavior: Building Marketing Strategy.11th edition. McGraw-Hill, Irwin.
Holmes. (2001). The Search For The Secure Base: Attachment Theory And Psychotherapy, First Publish, By Brunner-Routledge, 27 Church Road, Hove, East, Sussex BN3 2F.
Hult, G. T. M., Sharma, P. N., Morgeson, F. V., & Zhang, Y. (2018). Antecedents and Consequences of Customer Satisfaction: Do They Differ Across Online and Offline Purchases?. Journal of Retailing. https://doi.org/10.1016/j.jretai.2018.10.003
Hyun, S. S. (2010). Predictors of relationship quality and loyalty in the chain restaurant industry. Cornell Hospitality Quarterly, 51(2), 251-267.
Julianto, A. (2023). Spotify Tembus 515 Juta Pengguna Aktif Bulanan, Rekor Tertinggi dan Mengalahkan Prediksi. VOI. https://voi.id/teknologi/275151/spotify-tembus-515-juta-pengguna-aktif-bulanan-rekor-tertinggi-dan-mengalahkan-prediksi
Kartikasari, A., & Albari, A. (2019). The Influence of Product Quality, Service Quality and Price on Customer Satisfaction and Loyalty. Asian Journal of Entrepreneurship and Family Business, 3(1), 49-64
Kotler, Philip dan Keller, Kevine. Lane. (2009). Manajemen Pemasaran Jilid 2 Edisi 13. Jakarta: Erlangga.
Kotler, K. K. P., & Manceau, D. (2012). Marketing management 14e. PEARSON FRANCE.
Lee, S.Y. (2017), "Service quality of sports centers and customer loyalty", Asia Pacific Journal of Marketing and Logistics, Vol. 29 No. 4, pp. 870-879. https://doi.org/10.1108/APJML-10-2016-0191
Lumintang, A. A. (2013). Marketing Mix Pengaruhnya Terhadap Loyalitas Konsumen Sabun Mandi Lifebuoy Di Kota Manado. Jurnal EMBA: Jurnal Riset Ekonomi, Manajemen, Bisnis dan Akuntansi, 1(3).
Mandey, J. B. (2013). Promosi, distribusi, harga pengaruhnya terhadap keputusan pembelian Rokok Surya Promild. Jurnal EMBA: Jurnal Riset Ekonomi, Manajemen, Bisnis dan Akuntansi, 1(4).
Martín‐Consuegra, D., Molina, A. & Esteban, Á. (2007), "An integrated model of price, satisfaction and loyalty: an empirical analysis in the service sector", Journal of Product & Brand Management, Vol. 16 No. 7, pp. 459-468. https://doi.org/10.1108/10610420710834913
Mohsan, F., Nawaz, M.M., Khan, M.S., et al. (2011) Impact of Customer Satisfaction on Customer Loyalty and Intentions to Switch: Evidence from Banking Sector of Pakistan. International Journal of Business and Social Science, 2, 16.
Morisada, M., Miwa, Y., & Dahana, W. D. (2019). Identifying valuable customer segments in online fashion markets: An implication for customer tier programs. Electronic Commerce Research and Applications. https://doi.org/10.1016/j.elerap.2018.100822
Nizar, A. (2011). Peran Harga sebagai Indikator Kualitas Jasa dan Pengaruh Terhadap Keputusan Pembelian. Fokus Manajerial, 2(2), 101-102.
Oliver, R. L. (n.d.). Whence Consumer Loyalty? Journal of Marketing Vol. 63 (Special Issue 1999), 33-44
Oliver, Richard L. (1997), Satisfaction: A Behavioral Perspective on the Consumer. New York: Irwin/McGraw-Hill.
Parasuraman, A. B. L. L., Zeithaml, V. A., & Berry, L. (1988). SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality. 1988, 64(1), 12-40.
Prilano, K., Sudarso, A., & Fajrillah, F. (2020). Pengaruh harga, keamanan dan promosi terhadap keputusan pembelian toko online lazada. Journal of Business and Economics Research (JBE), 1(1), 1-10.
Purwoko, S., & Haryana, A. (2020). Pengaruh kemasan, kualitas dan harga produk susu terhadap kepuasan dan loyalitas pelanggan PT. Dwimitra Usaha Global. Jurnal Administrasi dan Manajemen, 10(2), 117-126.
Rares, A., & Jorie, R. J. (2015). The effect of the price, promotion, location, brand image and quality products towards the purchase decision of consumers at Bengkel Gaoel Store Manado Town Square. Jurnal EMBA: Jurnal Riset Ekonomi, Manajemen, Bisnis dan Akuntansi, 3(2).
Ratnasari, R. T., & Aksa, M. (2011). Manajemen Pemasaran Jasa, Ghalia Indonesia.
Rita N. Tarore, F. L. (2018). Analisis Pengaruh Harga, Promosi, Lokasi, Dan Kualitas Pelayanan Terhadap Keputusan Pembelian Pada PT. Indomaret manado Unit Jalan Sea. Jurnal EMBA, Vol. 6, No. 4, September 2018, ISSN 2303-1174, 3068-3077
Rizkya, C. S. (2017). Peningkatan Consumer Loyalty Dengan Product Quality, Price, Location Dan Store Atmosphere, Melalui Customer Satisfaction (Studi Pada: Cafe Nannys Pavillon Mall Kota Kasablanka) (Doctoral dissertation, STIE Indonesia Banking School).
Samuelson, P. A. (2009). Macroeconomies. Seventeenth Edition. Nordhaus: McGraw-Hil
Sofyan, I. L., Pradhanawati, A., & Nugraha, H. S. (2013). Pengaruh Fasilitas dan Kualitas Pelayanan Terhadap Loyalitas, Melalui Kepuasan Konsumen Sebagai Variabel Intervening pada Star Clean Car Wash Semarang. Jurnal Ilmu Administrasi Bisnis.
Swastha, B. (2007). Manajemen Pemasaran Edisi Kedelapan Cetakan Kedelapan.
Tahmasbizadeh, N., Hadavand, M., & Manesh, H. M. (2016). Impact of relationship quality with customer (relationship marketing) on customer loyalty in customer-oriented strategy: case study agriculture bank customers, Tehran, Iran. Kuwait Chapter of Arabian Journal of Business and Management Review, 33(3492), 1-7.
Tamher, E. R., Tabelessy, W., & Tahapary, G. (2019). Atmosfer cafe pengaruhnya terhadap kepuasan dan loyalitas pelanggan cafe pasir putih di kota Ambon. Soso-Q: Jurnal Manajemen, 7(2).
Telaumbanua, E. P. (2017). Analisis Kualitas Pelayanan dengan Kepuasan Konsumen pada Penderita Penyakit Thalassemia di Rumah Sakit Sentra Medika Cisalak Depok. Jurnal Online Mahasiswa (JOM) Bidang Manajemen, 1(1).
Tellis, G. J. (1988). Advertising exposure, loyalty, and brand purchase: A two-stage model of choice. Journal of Marketing Research, 25(2), 134– 144. https://doi.org/10.2307/3172645
Tjahjaningsih, E. (2016). Pengaruh Citra Dan Promosi Terhadap Kepuasan Pelanggan Serta Dampaknya Terhadap Loyalitas Pelanggan (Studi Pada Pelanggan Supermarket Carrefour Di Semarang). Media Ekonomi Dan Manajemen, 28(2).
Tjiptono, Fandy. (2008). Strategi Pemasaran. Edisi Kedua. Yogyakarta: Penerbit Andi.
Tjiptono, Fandy. (2012). Total Quality Manajemen. Yogyakarta: Penerbit Andi Offset.
Tse dan Wilton (1988). Kepuasan Pelanggan, jilid 2. Edisi ketiga. Klaten : PT. Indeks Kelompok Gramedia
Woen, N. G., & Santoso, S. (2021). Pengaruh Kualitas Layanan, Kualitas Produk, Promosi, dan Harga Normal terhadap Kepuasan dan Loyalitas Konsumen. Jurnal Maksipreneur: Manajemen, Koperasi, dan Entrepreneurship, 10(2), 146-163.
Wu, H. C. (2013). An empirical study of the effects of service quality, perceived value, corporate image, and customer satisfaction on behavioral intentions in the Taiwan quick service restaurant industry. Journal of Quality Assurance in Hospitality & Tourism, 14(4), 364-390.
Yang, Z (2001), "Consumer perceptions of service quality in Internet-based electronic commerce", Proceedings of the 30th EMAC Conference, 8-11 May, Bergen.
Zakaria, D. G., & Suwitho, S. (2017). Pengaruh kualitas pelayanan, kualitas produk dan harga terhadap kepuasan pelanggan. Jurnal Ilmu dan Riset Manajemen (JIRM), 6(4).