Adi, R. P. (2013). Pengaruh Kualitas Produk dan Kewajaran Harga Terhadap Loyalitas dengan Kepuasan Konsumen Sebagai Variabel Intervening. Management Analysis Journal, 2(1).
Adellaine, M., Santoso, A. T., & Wijaya, S. 2016. Pengaruh Motif Hedonis Terhadap Loyalitas Perilaku di Domicile Kitchen and Lounge Surabaya: Kepuasan Konsumen Sebagai Variabel Mediasi. Jurnal Hospitally dan Manajemen Jasa. 4 (2), 29-41.
Septeria, P. A., & Ika, Y. M. (2017). MEMBANGUN LOYALITAS KONSUMEN WARDAH COSMETICS MELALUI HEDONICDAN UTILITARIAN VALUEPADA MAHASISWI FAKULTAS EKONOMI DAN BISNIS ISLAM IAIN SURAKARTA (Doctoral dissertation, IAIN Surakarta).
Astuti, Wellyanti Wira. 2012. Analisis Kepuasan Pelanggan Mengenai Kualitas Pelayanan Service Excellent Komputer Semarang. Management Analysis Journal. 1 (1).
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.
Basaran, U., and Buyukyilmas, O. 2015. The Effects of Utilitarian and Hedonic Values on Young Consumers’ Satisfaction and Behavioral Intentions. Eurasian Journal of Business and Economics. 8 (16), 1-18.
Familiar, K., & Maftukhah, I. 2015. Pengaruh Kualitas Produk dan Kualitas Pelayanan terhadap Loyalitas Pelanggan Melalui Kepuasan Pelanggan. Management Analysis Journal. 4 (4).
Farida, N. (2014). Analisis model kepuasan terhadap pembelian ulang. Jurnal Dinamika Manajemen, 5(2).
atona, S. (2010). Kualitas jasa yang mempengaruhi loyalitas dan relevansinya terhadap kepuasan. Jurnal Dinamika Manajemen, 1(1).
Ghozali, I. (2018). Aplikasi analisis multivariete dengan program IBM SPSS 23..
Hanzaee, K. H., & Rezaeyeh, S. P. (2013). Investigation of the effects of hedonic value and utilitarian value on customer satisfaction and behavioural intentions. African Journal of Business Management, 7(11), 818-825.
Hu, F. L., & Chuang, C. C. (1970). A study of the relationship between the value perception and loyalty intention toward an e-retailer website. The Journal of Internet Banking and Commerce, 17(1), 1-18.
Hussain, K. & Rizwan, M. 2014. Customer Loyalty and Switching Behavior of Customer for Pepsi in Pakistan. Journal of Public Administration and Governance. Vol. 4, No. 2, 2161-7104.
Kartika, G. W. (2012). Analisis Pengaruh Hedonic Value dan Utilitarian Value Terhadap Kepuasan Konsumen, dan Behavioral Intentions, Pada Industri Fast-Casual Restaurant Studi Pada Restoran Social House (Doctoral dissertation, Tesis).
Kim, H. S. (2006). Using hedonic and utilitarian shopping motivations to profile inner city consumers. Journal of Shopping Center Research, 13(1), 57-79.
Kotler, P., & Keller, K. L. (2007). Manajemen Pemasaran edisi 12 jilid 1. Jakarta: Indeks.
Kuikka, A., & Laukkanen, T. 2012. Brand Loyalty and The Role of Hedonic Value. Journal of Product and Brand Management. Vol. 21, No. 7, pp. 529-537
Lee, E. J. (2005). Creating value for online shoppers: implications for satisfaction and loyalty. ACR Asia-Pacific Advances.
Lupiyoadi, R. (2013). Manajemen Pemasaran Jasa (Edisi Ketiga). Jakarta: Salemba Empat.
Mehmood, K. K., & Hanaysha, J. (2015). The strategic role of hedonic value and utilitarian value in building brand loyalty: Mediating effect of customer satisfaction. Pakistan Journal of Social Sciences (PJSS), 35(2).
Muhammad, N. S., Musa, R., & Ali, N. S. (2014). Unleashing the effect of store atmospherics on hedonic experience and store loyalty. Procedia-Social and Behavioral Sciences, 130, 469-478.
Murwatiningsih & Yulianto, A. 2017. The Use of Technology of Acceptance Model (Tam) to Recognize the Graduate Students’ Behaviours in Using Sistem Akademik Terpadu (The Integrated Academic System/ Sikadu). International Journal of Economic Research. Vol. 14 No. 12, Hal: 415-422.
Nejati, M., & Moghaddam, P. P. 2013. The Effect of Hedonic and Utilitarian Values on Satisfaction and Behavioural Intentions for Dining in Fast-Casual Restaurants in Iran. British Food Journal. Vol. 115 No. 11, pp. 1583-1596.
Ohy, I. J. (2010). Masih Relevankah Strategi Marketing Mix Meningkatkan Kepuasan Pelanggan?. Jurnal Dinamika Manajemen, 1(2).
Permana, M. V. (2013). Peningkatan Kepuasan Pelanggan melalui Kualitas Produk dan Kualitas Layanan. Jurnal Dinamika Manajemen, 4(2).
Purwanto, K., & Kuswandi, N. Sunjoto (2015). Role of demanding customer: The influence of utilitarian and hedonic values on loyalty customer. Journal of Arts, Science & Commerce, 6(1), 1-11.
Sakitri, W., Arief, S., & Maftukhah, I. (2017). Strategies Used by Indonesia Businessmen for Communication via Email in Global Trade Era. Senior Editors, 29.
Samirna, I., & Zuhra, S. E. (2016). Pengaruh Nilai Belanja Hedonis dan Utilitarian terhadap Loyalitas Destinasi Wisata dengan Kepuasan Belanja Secara Keseluruhan Sebagai Variabel Mediasi pada Destinasi Wisata Kota Sabang. Jurnal Ilmiah Mahasiswa Ekonomi Manajemen. Vol. 1, No. 1, 110-125.
Santoso, I. (2016). Peran Nilai Utilitarian dan Hedonis terhadap Kepuasan dan Loyalitas Konsumen Minuman Probiotik. Jurnal Manajemen & Agribisnis, 13(3), 183.
Sari, S. D. (2015). Pengaruh Hedonic Valus dan Utilitarian Value Terhadap Kepuasan Pelanggan dan Behavioral Intentions Pada Restoran Boncafe.
Sari, Sinta Puspita. 2014. Faktor Utilitarian dan Hedonis terhadap Loyalitas Melalui Kepuasan Pelanggan pada Hotel Ibis. Jurnal Ilmu dan Riset Manajemen. Vol. 3 No. 6.
Seiler, V., Rudolf, M., & Krume, T. (2013). The influence of socio-demographic variables on customer satisfaction and loyalty in the private banking industry. International Journal of Bank Marketing, 31(4), 235-258.
Setianto, G., & Wartini, S. (2017). Pengaruh Bukti Fisik dan Empati terhadap Loyalitas Konsumen melalui Kepuasan Konsumen. Management Analysis Journal, 6(4), 367-376.
Setiyanto, C., Ariningsih, E. P., & Utami, E. M. 2016. Pengaruh Hedonic Value dan Utilitarian Value terhadap Behavioral Intentions dengan Customer Satisfaction sebagai Variabel Mediasi (Studi pada Pelanggan Plaza Ambarrukmo). SEGMEN-Manajemen. 13 (2C)
Subagio, H. (2011). Pengaruh atribut supermarket terhadap motif belanja hedonik motif belanja utilitarian dan loyalitas konsumen. Jurnal Manajemen Pemasaran, 6(1), 8-21.Motif Belanja Utilitarian dan Loyalitas Konsumen. Jurnal Manajemen Pemasaran. Vol.6 No. 1, 8-21.
Sujadi, T. P., & Wahyono, W. (2015). Pengaruh Inovasi dan Kualitas Produk terhadap Loyalitas Konsumen Teh Botol Sosro dengan Kepuasan sebagai Variabel Intervening. Management Analysis Journal, 4(4).
Purwanto, T. (2016). KEPUASAN PEMBELANJA SUPERMARKET YANG DIPENGARUHI MOTIF BELANJA HEDONIK DAN UTILITARIAN MAHASISWA UNIVERSITAS PGRI ADI BUANA SURABAYA. Majalah Ekonomi, 21(2 Desember), 264-274..
Sukardi, S (2015). Pengaruh Perilaku Pembelian Hedonic dan Ultilitarian terhadap Store Loyalty di Matahari Department Store Makassar. E-Jurnal Stienobel Indonesia. 4(2).
Swari, N. L. A. P., & Giantari, I. G. A. K. PERAN KEPUASAN KONSUMEN MEMEDIASI HUBUNGAN NILAI UTILITARIAN DAN NILAI HEDONIK DENGAN LOYALITAS KONSUMEN. E-Jurnal Manajemen, 6(3), 1194-1220.
Thalib, S. (2015). The Effect of Services Marketing Mix and Customer Value on Satisfaction, Trust, and Loyalty. International Journal of Advanced Research (2015), 3(9), 935-949.
Tanisah, T., & Maftukhah, I. (2015). The Effects of Service Quality, Customer Satisfaction, Trust, and Perceived Value towards Customer Loyalty. Jurnal Dinamika Manajemen, 6(1).
Schiffman, L. G., & Kanuk, L. L. (2000). Consumer behavior, 7th. NY: Prentice Hall, 15-36.
Babin, B. J., Darden, W. R., & Griffin, M. (1994). Work and/or fun: measuring hedonic and utilitarian shopping value. Journal of consumer research, 20(4), 644-656.
Nejati, M., & Parakhodi Moghaddam, P. (2013). The effect of hedonic and utilitarian values on satisfaction and behavioural intentions for dining in fast-casual restaurants in Iran. British Food Journal, 115(11), 1583-1596.
Sahin Dölarslan, E. (2014). Assessing the effects of satisfaction and value on customer loyalty behaviors in service environments: High-speed railway in Turkey as a case study. Management Research Review, 37(8), 706-727.
Adellaine, M., Santoso, A. T., & Wijaya, S. 2016. Pengaruh Motif Hedonis Terhadap Loyalitas Perilaku di Domicile Kitchen and Lounge Surabaya: Kepuasan Konsumen Sebagai Variabel Mediasi. Jurnal Hospitally dan Manajemen Jasa. 4 (2), 29-41.
Septeria, P. A., & Ika, Y. M. (2017). MEMBANGUN LOYALITAS KONSUMEN WARDAH COSMETICS MELALUI HEDONICDAN UTILITARIAN VALUEPADA MAHASISWI FAKULTAS EKONOMI DAN BISNIS ISLAM IAIN SURAKARTA (Doctoral dissertation, IAIN Surakarta).
Astuti, Wellyanti Wira. 2012. Analisis Kepuasan Pelanggan Mengenai Kualitas Pelayanan Service Excellent Komputer Semarang. Management Analysis Journal. 1 (1).
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.
Basaran, U., and Buyukyilmas, O. 2015. The Effects of Utilitarian and Hedonic Values on Young Consumers’ Satisfaction and Behavioral Intentions. Eurasian Journal of Business and Economics. 8 (16), 1-18.
Familiar, K., & Maftukhah, I. 2015. Pengaruh Kualitas Produk dan Kualitas Pelayanan terhadap Loyalitas Pelanggan Melalui Kepuasan Pelanggan. Management Analysis Journal. 4 (4).
Farida, N. (2014). Analisis model kepuasan terhadap pembelian ulang. Jurnal Dinamika Manajemen, 5(2).
atona, S. (2010). Kualitas jasa yang mempengaruhi loyalitas dan relevansinya terhadap kepuasan. Jurnal Dinamika Manajemen, 1(1).
Ghozali, I. (2018). Aplikasi analisis multivariete dengan program IBM SPSS 23..
Hanzaee, K. H., & Rezaeyeh, S. P. (2013). Investigation of the effects of hedonic value and utilitarian value on customer satisfaction and behavioural intentions. African Journal of Business Management, 7(11), 818-825.
Hu, F. L., & Chuang, C. C. (1970). A study of the relationship between the value perception and loyalty intention toward an e-retailer website. The Journal of Internet Banking and Commerce, 17(1), 1-18.
Hussain, K. & Rizwan, M. 2014. Customer Loyalty and Switching Behavior of Customer for Pepsi in Pakistan. Journal of Public Administration and Governance. Vol. 4, No. 2, 2161-7104.
Kartika, G. W. (2012). Analisis Pengaruh Hedonic Value dan Utilitarian Value Terhadap Kepuasan Konsumen, dan Behavioral Intentions, Pada Industri Fast-Casual Restaurant Studi Pada Restoran Social House (Doctoral dissertation, Tesis).
Kim, H. S. (2006). Using hedonic and utilitarian shopping motivations to profile inner city consumers. Journal of Shopping Center Research, 13(1), 57-79.
Kotler, P., & Keller, K. L. (2007). Manajemen Pemasaran edisi 12 jilid 1. Jakarta: Indeks.
Kuikka, A., & Laukkanen, T. 2012. Brand Loyalty and The Role of Hedonic Value. Journal of Product and Brand Management. Vol. 21, No. 7, pp. 529-537
Lee, E. J. (2005). Creating value for online shoppers: implications for satisfaction and loyalty. ACR Asia-Pacific Advances.
Lupiyoadi, R. (2013). Manajemen Pemasaran Jasa (Edisi Ketiga). Jakarta: Salemba Empat.
Mehmood, K. K., & Hanaysha, J. (2015). The strategic role of hedonic value and utilitarian value in building brand loyalty: Mediating effect of customer satisfaction. Pakistan Journal of Social Sciences (PJSS), 35(2).
Muhammad, N. S., Musa, R., & Ali, N. S. (2014). Unleashing the effect of store atmospherics on hedonic experience and store loyalty. Procedia-Social and Behavioral Sciences, 130, 469-478.
Murwatiningsih & Yulianto, A. 2017. The Use of Technology of Acceptance Model (Tam) to Recognize the Graduate Students’ Behaviours in Using Sistem Akademik Terpadu (The Integrated Academic System/ Sikadu). International Journal of Economic Research. Vol. 14 No. 12, Hal: 415-422.
Nejati, M., & Moghaddam, P. P. 2013. The Effect of Hedonic and Utilitarian Values on Satisfaction and Behavioural Intentions for Dining in Fast-Casual Restaurants in Iran. British Food Journal. Vol. 115 No. 11, pp. 1583-1596.
Ohy, I. J. (2010). Masih Relevankah Strategi Marketing Mix Meningkatkan Kepuasan Pelanggan?. Jurnal Dinamika Manajemen, 1(2).
Permana, M. V. (2013). Peningkatan Kepuasan Pelanggan melalui Kualitas Produk dan Kualitas Layanan. Jurnal Dinamika Manajemen, 4(2).
Purwanto, K., & Kuswandi, N. Sunjoto (2015). Role of demanding customer: The influence of utilitarian and hedonic values on loyalty customer. Journal of Arts, Science & Commerce, 6(1), 1-11.
Sakitri, W., Arief, S., & Maftukhah, I. (2017). Strategies Used by Indonesia Businessmen for Communication via Email in Global Trade Era. Senior Editors, 29.
Samirna, I., & Zuhra, S. E. (2016). Pengaruh Nilai Belanja Hedonis dan Utilitarian terhadap Loyalitas Destinasi Wisata dengan Kepuasan Belanja Secara Keseluruhan Sebagai Variabel Mediasi pada Destinasi Wisata Kota Sabang. Jurnal Ilmiah Mahasiswa Ekonomi Manajemen. Vol. 1, No. 1, 110-125.
Santoso, I. (2016). Peran Nilai Utilitarian dan Hedonis terhadap Kepuasan dan Loyalitas Konsumen Minuman Probiotik. Jurnal Manajemen & Agribisnis, 13(3), 183.
Sari, S. D. (2015). Pengaruh Hedonic Valus dan Utilitarian Value Terhadap Kepuasan Pelanggan dan Behavioral Intentions Pada Restoran Boncafe.
Sari, Sinta Puspita. 2014. Faktor Utilitarian dan Hedonis terhadap Loyalitas Melalui Kepuasan Pelanggan pada Hotel Ibis. Jurnal Ilmu dan Riset Manajemen. Vol. 3 No. 6.
Seiler, V., Rudolf, M., & Krume, T. (2013). The influence of socio-demographic variables on customer satisfaction and loyalty in the private banking industry. International Journal of Bank Marketing, 31(4), 235-258.
Setianto, G., & Wartini, S. (2017). Pengaruh Bukti Fisik dan Empati terhadap Loyalitas Konsumen melalui Kepuasan Konsumen. Management Analysis Journal, 6(4), 367-376.
Setiyanto, C., Ariningsih, E. P., & Utami, E. M. 2016. Pengaruh Hedonic Value dan Utilitarian Value terhadap Behavioral Intentions dengan Customer Satisfaction sebagai Variabel Mediasi (Studi pada Pelanggan Plaza Ambarrukmo). SEGMEN-Manajemen. 13 (2C)
Subagio, H. (2011). Pengaruh atribut supermarket terhadap motif belanja hedonik motif belanja utilitarian dan loyalitas konsumen. Jurnal Manajemen Pemasaran, 6(1), 8-21.Motif Belanja Utilitarian dan Loyalitas Konsumen. Jurnal Manajemen Pemasaran. Vol.6 No. 1, 8-21.
Sujadi, T. P., & Wahyono, W. (2015). Pengaruh Inovasi dan Kualitas Produk terhadap Loyalitas Konsumen Teh Botol Sosro dengan Kepuasan sebagai Variabel Intervening. Management Analysis Journal, 4(4).
Purwanto, T. (2016). KEPUASAN PEMBELANJA SUPERMARKET YANG DIPENGARUHI MOTIF BELANJA HEDONIK DAN UTILITARIAN MAHASISWA UNIVERSITAS PGRI ADI BUANA SURABAYA. Majalah Ekonomi, 21(2 Desember), 264-274..
Sukardi, S (2015). Pengaruh Perilaku Pembelian Hedonic dan Ultilitarian terhadap Store Loyalty di Matahari Department Store Makassar. E-Jurnal Stienobel Indonesia. 4(2).
Swari, N. L. A. P., & Giantari, I. G. A. K. PERAN KEPUASAN KONSUMEN MEMEDIASI HUBUNGAN NILAI UTILITARIAN DAN NILAI HEDONIK DENGAN LOYALITAS KONSUMEN. E-Jurnal Manajemen, 6(3), 1194-1220.
Thalib, S. (2015). The Effect of Services Marketing Mix and Customer Value on Satisfaction, Trust, and Loyalty. International Journal of Advanced Research (2015), 3(9), 935-949.
Tanisah, T., & Maftukhah, I. (2015). The Effects of Service Quality, Customer Satisfaction, Trust, and Perceived Value towards Customer Loyalty. Jurnal Dinamika Manajemen, 6(1).
Schiffman, L. G., & Kanuk, L. L. (2000). Consumer behavior, 7th. NY: Prentice Hall, 15-36.
Babin, B. J., Darden, W. R., & Griffin, M. (1994). Work and/or fun: measuring hedonic and utilitarian shopping value. Journal of consumer research, 20(4), 644-656.
Nejati, M., & Parakhodi Moghaddam, P. (2013). The effect of hedonic and utilitarian values on satisfaction and behavioural intentions for dining in fast-casual restaurants in Iran. British Food Journal, 115(11), 1583-1596.
Sahin Dölarslan, E. (2014). Assessing the effects of satisfaction and value on customer loyalty behaviors in service environments: High-speed railway in Turkey as a case study. Management Research Review, 37(8), 706-727.
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Affiliations
Ayuk Nurmalita Sari
Universitas Negeri Semarang
Anindya Ardiansari
Universitas Negeri Semarang
How to Cite
1.
Sari A, Ardiansari A. The Influence of Utilitarian Value and Hedonical Values on Customer Loyalty through Customer Satisfaction. MAJ [Internet]. 20Jun.2019 [cited 25Apr.2024];8(2):146-55. Available from: https://journal.unnes.ac.id/sju/maj/article/view/26061
The Influence of Utilitarian Value and Hedonical Values on Customer Loyalty through Customer Satisfaction
Vol 8 No 2 (2019): Management Analysis Journal
Submitted: Sep 25, 2018
Published: Jun 20, 2019
Abstract
This study aims to determine the direct indirect influence of utilitarian value, hedonic value and customer satisfaction as an intervening variable on customer loyalty. The population of this research is customer of D’Bill Coffee & Resto. The number of sample is 107 respondents with purpose sampling technique through likert scale questionnaire. Data analysis using descriptive percentage and path analysis. The results show that utilitarian value affect customer loyalty, hedonic value affect customer loyalty and customer satisfaction influence customer loyalty and mediate the influence of utilitarian value and hedonic value on customer loyalty.