How to cite this paper
Dewi, D., Hajadi, F., Handranata, Y & Herlina, M. (2021). The effect of service quality and customer satisfaction toward customer loyalty in service industry.Uncertain Supply Chain Management, 9(3), 631-636.
Refrences
Akbar, M. M., & Parvez, N. (2009). Impact of Service Quality, Trust, and Customer Satisfaction on Customer Loyalty. ABAC Journal, 29(1), 24–38.
BPS. (2017, September 10). Berapa Jumlah Penduduk Jakarta? Databoks.Katadata.Co.Id. https://databoks.katadata.co.id/datapublish/2018/01/24/berapa-jumlah-penduduk-jakarta#
Chomvilailuk, R., & Butcher, K. (2014). Effects of quality and corporate social responsibility on loyalty. Service Industries Journal, 34(11), 938–954. https://doi.org/10.1080/02642069.2014.915952
Davis-Sramek, B., Droge, C., Mentzer, J. T., & Myers, M. B. (2009). Creating commitment and loyalty behavior among retailers: What are the roles of service quality and satisfaction? Journal of the Academy of Marketing Science, 37(4), 440–454. https://doi.org/10.1007/s11747-009-0148-y
Harumi, S. D. (2016). Pengaruh Kepercayaan Dan Kepuasan Pelanggan Terhadap Loyalitas Pelanggan Di Perusahaan Seiko Laundry Medan. Analitika, 8(2), 115–128. http://ojs.uma.ac.id/index.php/analitika
IDN. (2020). Indonesia Millennial Report. IDN Research Institute, 01, 61. https://www.idntimes.com/indonesiamillennialreport2019
Irawan, F., Suganda, G., & Bernarto, I. (2018). The Influence of Service Quality and Customer Satisfaction toward Customer Loyalty. International Conference in Innovative Business and Entrepreneurship, 3, 149–159. http://www.thaiejournal.com
Kristanto, J. (2018). Pengaruh Kualitas Layanan, Kualitas Produk, Dan Harga Terhadap Kepuasan Pelanggan Di Cafe One Eighteenth Coffee. Agora, 6(1), 287217.
Lee, Y.-J., & Kao, P.-H. (2015). Effects of Service Quality on Customer Loyalty-A Case of Taiwanese Watson’s Personal Care Stores. Universal Journal of Management, 3(5), 187–197. https://doi.org/10.13189/ujm.2015.030503
Leninkumar, V. (2017). The Relationship between Customer Satisfaction and Customer Trust on Customer Loyalty. International Journal of Academic Research in Business and Social Sciences, 7(4), 450. https://doi.org/10.6007/IJARBSS/v7-i4/2821
Liang, X., & Zhang, S. (2009). Investigation of customer satisfaction in student food service. International Journal of Quality and Service Sciences, 1(1), 113–124. https://doi.org/10.1108/17566690910945903
Nurcahyo, S. R. B., & Nurtjahjani, F. (2018). Pengaruh Brand Image dan Kualitas Pelayanan terhadap Loyalitas Pelanggan pada Wonderwash Laundry Malang. Jurnal Aplikasi Bisnis, 4(1), 21–25.
Oliver, R. L. (1999). Whence consumer loyalty? Journal of Marketing, 63(SUPPL.), 33–44. https://doi.org/10.2307/1252099
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1985). A Conceptual Model of Service Quality and Its Implications for Future Research. Journal of Marketing, 49(4), 41. https://doi.org/10.2307/1251430
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988). SERVQUAL: A Multiple-Item Scale for Measuring Consumer Perceptions of Service Quality LEONARD L. BERRY. Journal of Retailing, 64, 12–37.
Purba, L. N. br, Wartiningsih, E., & Susyanti, D. W. (2016). Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pelanggan PT Global Knowledge. Epigram, 13(2). https://doi.org/10.32722/EPI.V13I2.817
Rashid, I. M. A., Rani, M. J. A., Yusuh, B. N. M., & Shaari, M. S. (2015). International Journal of Information ,. International Journal of Information, Business and Management, 6(3), 189–190. https://doi.org/10.1016/j.ijinfomgt.2010.11.002
Rauch, D. A., Collins, M. D., Nale, R. D., & Barr, P. B. (2015). Measuring service quality in mid-scale hotels. International Journal of Contemporary Hospitality Management, 27(1), 87–106. https://doi.org/10.1108/IJCHM-06-2013-0254
Rusmawati, & Marlindawaty. (2018). Analisis Kualitas Pelayanan, Harga, dan Promosi terhadap Kepuasan Pelanggan Laundry BJR Batakan Balikpapan. Jurnal Eksekutif, 15(1), 216–243. http://jurnal.ibmt.ac.id/index.php/jeksekutif
Saad Andaleeb, S., & Conway, C. (2006). Customer satisfaction in the restaurant industry: An examination of the transaction-specific model. Journal of Services Marketing, 20(1), 3–11. https://doi.org/10.1108/08876040610646536
Seiders, K., Voss, G. B., Grewal, D., & Godfrey, A. L. (2005). Do satisfied customers buy more.pdf. Journal of Marketing, 69(October), 26–43.
Sureshchandar, G. S., Rajendran, C., & Anantharaman, R. N. (2002). Determinants of customer-perceived service quality: A confirmatory factor analysis approach. Journal of Services Marketing, 16(1), 9–34. https://doi.org/10.1108/08876040210419398
Wirtz, J., Chew, P., & Lovelock, C. H. (2012). Essentials of Services Marketing, 2nd Edition. January, 197–223. https://doi.org/10.1002/joe
BPS. (2017, September 10). Berapa Jumlah Penduduk Jakarta? Databoks.Katadata.Co.Id. https://databoks.katadata.co.id/datapublish/2018/01/24/berapa-jumlah-penduduk-jakarta#
Chomvilailuk, R., & Butcher, K. (2014). Effects of quality and corporate social responsibility on loyalty. Service Industries Journal, 34(11), 938–954. https://doi.org/10.1080/02642069.2014.915952
Davis-Sramek, B., Droge, C., Mentzer, J. T., & Myers, M. B. (2009). Creating commitment and loyalty behavior among retailers: What are the roles of service quality and satisfaction? Journal of the Academy of Marketing Science, 37(4), 440–454. https://doi.org/10.1007/s11747-009-0148-y
Harumi, S. D. (2016). Pengaruh Kepercayaan Dan Kepuasan Pelanggan Terhadap Loyalitas Pelanggan Di Perusahaan Seiko Laundry Medan. Analitika, 8(2), 115–128. http://ojs.uma.ac.id/index.php/analitika
IDN. (2020). Indonesia Millennial Report. IDN Research Institute, 01, 61. https://www.idntimes.com/indonesiamillennialreport2019
Irawan, F., Suganda, G., & Bernarto, I. (2018). The Influence of Service Quality and Customer Satisfaction toward Customer Loyalty. International Conference in Innovative Business and Entrepreneurship, 3, 149–159. http://www.thaiejournal.com
Kristanto, J. (2018). Pengaruh Kualitas Layanan, Kualitas Produk, Dan Harga Terhadap Kepuasan Pelanggan Di Cafe One Eighteenth Coffee. Agora, 6(1), 287217.
Lee, Y.-J., & Kao, P.-H. (2015). Effects of Service Quality on Customer Loyalty-A Case of Taiwanese Watson’s Personal Care Stores. Universal Journal of Management, 3(5), 187–197. https://doi.org/10.13189/ujm.2015.030503
Leninkumar, V. (2017). The Relationship between Customer Satisfaction and Customer Trust on Customer Loyalty. International Journal of Academic Research in Business and Social Sciences, 7(4), 450. https://doi.org/10.6007/IJARBSS/v7-i4/2821
Liang, X., & Zhang, S. (2009). Investigation of customer satisfaction in student food service. International Journal of Quality and Service Sciences, 1(1), 113–124. https://doi.org/10.1108/17566690910945903
Nurcahyo, S. R. B., & Nurtjahjani, F. (2018). Pengaruh Brand Image dan Kualitas Pelayanan terhadap Loyalitas Pelanggan pada Wonderwash Laundry Malang. Jurnal Aplikasi Bisnis, 4(1), 21–25.
Oliver, R. L. (1999). Whence consumer loyalty? Journal of Marketing, 63(SUPPL.), 33–44. https://doi.org/10.2307/1252099
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1985). A Conceptual Model of Service Quality and Its Implications for Future Research. Journal of Marketing, 49(4), 41. https://doi.org/10.2307/1251430
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988). SERVQUAL: A Multiple-Item Scale for Measuring Consumer Perceptions of Service Quality LEONARD L. BERRY. Journal of Retailing, 64, 12–37.
Purba, L. N. br, Wartiningsih, E., & Susyanti, D. W. (2016). Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pelanggan PT Global Knowledge. Epigram, 13(2). https://doi.org/10.32722/EPI.V13I2.817
Rashid, I. M. A., Rani, M. J. A., Yusuh, B. N. M., & Shaari, M. S. (2015). International Journal of Information ,. International Journal of Information, Business and Management, 6(3), 189–190. https://doi.org/10.1016/j.ijinfomgt.2010.11.002
Rauch, D. A., Collins, M. D., Nale, R. D., & Barr, P. B. (2015). Measuring service quality in mid-scale hotels. International Journal of Contemporary Hospitality Management, 27(1), 87–106. https://doi.org/10.1108/IJCHM-06-2013-0254
Rusmawati, & Marlindawaty. (2018). Analisis Kualitas Pelayanan, Harga, dan Promosi terhadap Kepuasan Pelanggan Laundry BJR Batakan Balikpapan. Jurnal Eksekutif, 15(1), 216–243. http://jurnal.ibmt.ac.id/index.php/jeksekutif
Saad Andaleeb, S., & Conway, C. (2006). Customer satisfaction in the restaurant industry: An examination of the transaction-specific model. Journal of Services Marketing, 20(1), 3–11. https://doi.org/10.1108/08876040610646536
Seiders, K., Voss, G. B., Grewal, D., & Godfrey, A. L. (2005). Do satisfied customers buy more.pdf. Journal of Marketing, 69(October), 26–43.
Sureshchandar, G. S., Rajendran, C., & Anantharaman, R. N. (2002). Determinants of customer-perceived service quality: A confirmatory factor analysis approach. Journal of Services Marketing, 16(1), 9–34. https://doi.org/10.1108/08876040210419398
Wirtz, J., Chew, P., & Lovelock, C. H. (2012). Essentials of Services Marketing, 2nd Edition. January, 197–223. https://doi.org/10.1002/joe