Conclusions Implication CONCLUSION AND IMPLICATION

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CHAPTER V CONCLUSION AND IMPLICATION

A. Conclusions

Based on the results of analysis and discussion in the previous chapter then obtained conclusions regarding, Analysis Service Quality, Sales Promotion and Customer Satisfaction toward Customer Loyalty. These conclusions include: 1. There is significant influence between Service Quality and Customer Loyalty on Carrefour Lebak Bulus. 2. There is significant influence between Sales Promotion and Customer Loyalty on Carrefour Lebak Bulus. 3. There is significant influence between Customer Satisfaction and Customer Loyalty on Carrefour Lebak Bulus. 4. There are significant influence between Service Quality, Sales Promotion, and Customer Satisfaction to Customer Loyalty on Carrefour Lebak Bulus.

B. Implication

Based on the conclusions obtained in the study, then there are various suggestions put forward by the researchers based on the results of the study as follows: 1. In terms of service quality, Carrefour Lebak Bulus is good enough in providing services to consumers. Based on the Recapitulation of the value Agreed Lowest found in research 116 on the statement by the questionnaire Shopping in Carrefour is safe from pickpocketing on table 4,16, the Researchers suggest that the company can improve its security e.g by installing more CCTV in every aisle and add security guards around in the shopping areas. 2. In terms of sales promotion, Carrefour Lebak Bulus good enough in determining the strategy to promote its products. Based on the Recapitulation agree Lowest value found in research on the statement by the questionnaire Discount 10 with credit card mega bank is profitable on table 4,29, companies need to increase promotion of the mega bank credit card at Carrefour Lebak Bulus. For example, giving shopping vouchers in Carrefour when creating the member first time. Provide convenience when making of the card, customers no need to fill out a form and only need to provide personal data only, so customers do not have to wait long time of making the card. Opened branch office mega bank in Carrefour Lebak Bulus area to facilitate customers seeking more information in making credit card 3. In terms of customer satisfaction, satisfaction its the one factor for a customer repurchases of the make the product. Based on the Recapitulation agree Lowest value found in research on the statement by the questionnaire Products that I 117 bought meet my expectation on table 4.33, Carrefour Lebak should improve customer satisfaction by adjusting the products sold with the product the most demanding customers. By the way: do a customer survey, the survey shows about which products should be provided Carrefour. 118 REFERENCES Choua, Pin Fenn, Chin-Shan Lub and Yu- Hern Changc 2015, ‗Effects of service quality and customer satisfaction on customer loyalty in high-speed rail services in Taiwan ‘, Vol. 10, No. 10, 917–945. El Salam, Eman Mohammed Abd, Ayman Yehia Shawky and Tawfik El Nahas 2013, ‗The Impact of Corporate Image and Reputation on Service quality, Customer Satisfaction and Customer Loyalty: Testing the Mediating Role Case Analysis in an International Service Company ‘, The Business and Management Review, Vol 3, 2013. Ghozali, Imam 2011, Aplikasi Analisis Multivariate dengan Program IBM SPSS 19, Edisi ke-5, Badan Penerbit Universitas Diponegoro, Semarang. Griffin, Jill. 2009. Customer Loyalty: How to Learn It, How to Keep It. Jakarta. Erlangga. Johan, Mohd Remie Mohd, Noor Anida Zaria Mohd Noor, Nurhidayah Bahar, Liu Mei Yan and Low Hwei Ping 2014, ‗Factors Affecting Customer Loyalty Towards Airlines Industry in Malaysia: An Exploratory Analysis ‘, October 2014 Vol. 6, No 6. Khan, Mubbsher Munawar, Mariam Fasih 2014, ‗Impact of Service Quality on Customer Satisfaction and Customer Loyalty: Evidence from Banking Sector ‘, Pakistan Journal of Commerce and Social Sciences 2014, Vol. 8 2, 331- 354. Kotler, Philip, dan Gary Armstrong 2014, Principles of Marketing, 15th Edition, Global Edition, Pearson Education, London. Kumaradeepan, V1 and Pathmini 2015 ‗A Review of Literature on Service Strategies for Customer Satisfaction and Customer Loyalty in Store Supermarkets ‘, Journal of Management Matters Volume 2 Number 1- September 2015. _____, dan Kevin Lane Keller 2012, Marketing Management, 14th Edition, Global Edition, Prentice Hall, New Jersey. Lovelock, Christopher and Jochen Wirtz. ―Services Marketing‖. Global Edition. Pearson, England, 2011. Malhotra, Naresh K. 2009. Riset Pemasaran Pendekatan Terapan Jilid 1. Jakarta:PT Index. Omotayo, Oyeniyi 2011, ‗Sales Promotion and Consumer Loyalty: A Study of Nigerian Tecommunication Industry ‘, Journal of Competitiveness, Issue 42011. 119 Poku, Kofi, Mariama Zakari, and Ajara Soali 2013, ‗Impact of Service Quality on Customer Loyalty in the Hotel Industry: An Empirical Study from Ghana ‘, International Review of Management and Business Research, Vol. 2 Issue.2. Putri, Aditya ‗Transmart Carrefour Terima Penghargaan CSR dari Pemprov Jawa Barat‘, 2 Maret 2016, diakses pada 17 Januari 2016 http:finance.detik.comread2016030215085431557334transmart- carrefour-terima-penghargaan-csr-dari-pemprov-jawa-barat Riduwan 2013, Rumus dan Data dalam Analisis Statistika, Alfabeta, Bandung. Saeed, Rashid, Fareeha Nisar, Rab Nawaz Lodhi, Moeed Ahmad and Hafiz Muhammad Arshad 2013, ‗Impact of Sales Promotion on the Consumer Loyalty in the Telecommunication Industry in Pakistaní ‘, J. Basic. Appl. Sci. Res., 35901-907, 2013, J. Basic. Appl. Sci. Res., 35901-907, 2013. Santouridis, Ilias and Panagiotis Trivellas 2010, ―Investigating the Impact of Service Quality and Customer Satisfaction on Customer Loyalty in Mobile Telephony in Greece ‖. The TQM Journal. Vol. 22 No. 3, 2010. Sugiyono 2013, Metode Penelitian Bisnis, Cetakan ke-12. CV. Alfabeta, Bandung. Tanoso, Harry ‗Di Carrefour, Setiap Minggu Harga Bisa Berubah‘, 6 oktober 2014, http:www.marketing.co.iddi-carrefour-setiap-minggu-harga-bisa- berubah Thakur, Satendra, and DR. A. P Singh. ‗Brand Image, Customer Satisfaction and Loyalty Intention: A Study in the Context of Cosmetic Product among the People of Central India ‘, International Journal, Vol.2, 2012. Yusuf, Zainul Arifin 2011, ‗Perbandingan Kartu Kredit dan Kartu Kredit Berbasis Syariah di Indonesia ‘, Vol. III, No. 2, Juli 2011. Zakaria , Ibhrahim, Baharom Ab. Rahman, Abdul Kadir Othman, Noor Azlina, Mohamed Yunus, Mohd Redhuan Dzulkipli and Mohd Akmal Faiz Osman 2014, ‗The Relationship between Loyalty Program, Customer Satisfaction and Customer Loyalty in Retail Industry: A Case Study ‘, Procedia - Social and Behavioral Sciences Vol. 129, 15 May 2014, Pages 23-30. https:www.cermati.comartikel5-kartu-kredit-belanja-supermarket-terbaik diakses pada 4 Februari 2016 http:duniaindustri.comdownloadsdata-industri-minimarket-supermarket- hypermarket-di-indonesia ‗Data Industri Minimarket, Supermarket, Hypermarket di Indonesia‘, diakses pada 7 Agustus 2016 https:www.ipotnews.comindex.php?jdl=Penjualan_Carrefour_Indonesia_Turun 120 _2_9325level2=newsandopinionlevel3=level4=INDONESIAne ws_id=316898group_news=CLIPPINGtaging_subtype=INDONESIA popular=search=yq=INDONESIA.V6heevl97IV ‗Penjualan Carrefour Indonesia Turun 2,93‘, diakses pada 29 Juli 2016 http:www.teropongbisnis.comteropong-perbankaninfo-kartu- kreditkeuntungan-menggunakan-kartu-kredit-carrefour-mega-card ‗Keuntungan Menggunakan Kartu Kredit Carrefour Mega Card‘, diakses pada 16 Februari 2016 diakses pada 17 Januari 2016 Www.carrefoud.co.id 121 ATTACHMENT I QUESTIONNAIRE RESEARCH Dear Respondent, Herewith, I : Nama : Dita Nahlati NIM : 1112081100004 A student S1 International Marketing Management, Faculty of Economics and Business Universitas Islam Negeri Syarif Hidayatullah Jakarta who was doing research for a thesis entitled Influence of Service Quality, Sales Promotion and Customer Satisfaction to Customer Loyalty Case Study on Carrefour Lebak Bulus. Therefore, I beg willingness you to be a responder to fill out a questionnaire. All the information from this questionnaire are confidential. Given the data I collected this enormous significance and influence on the results of this study, then I ask the respondent to fill out this questionnaire honestly and correctly. Do not forget to thank you for your willingness and support research respondents to fill out this questionnaire. Regards, Dita Nahlati 122

A. Profile of Respondent