The Image Models of PT East Jakarta Industrial Park (EJIP)
Keywords:
Service Quality, Customer Relationship, ImageAbstract
In an increasingly competitive market, companies are vying to meet customer needs and desires. Consequently, customer satisfaction has become the primary goal of every company. However, PT. EAST JAKARTA INDUSTRIAL PARK is facing a decline in investor shares, indicating that the company's image may need improvement. To this end, this study aims to explore the combined impact of service quality and customer relations on the image of PT. EAST JAKARTA INDUSTRIAL PARK. This implies that these elements of service quality require sustained attention. On the other hand, the tangibles dimension falls under quadrant 2 (focus here), indicating that significant efforts need to be directed towards improving this area as a top priority. PT. EJIP's commitment to fostering strong relationships with its customers is evident in various aspects. These include frequent communication with customers, ensuring product quality, fulfilling agreements with customers, building trust in the company's integrity, reputation, and reliability. Despite competition from other investment vehicles, PT. EJIP strives to retain its customers' loyalty by consistently providing exceptional service and maintaining a reputation as a trustworthy and reliable company. According to the findings of this study, the image of PT. EJIP is jointly impacted by service quality and customer relations. However, a closer analysis reveals that customer relations play a dominant role in shaping the image of the company, while service quality does not have a significant impact. Please refer to Table 4.21 for more details.
References
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Parasuraman, Zeithaml, A., Leonard L. Berry. 1990. Delivering Quality Service, Balancing Customer Perceptions And Expectations. New York: The Free Press, A Division Of Macmillan, Inc., pp. 21 – 23.
Ravald, Annika and Christian Grönroos, 1996, The value concept and relationship marketing, European Journal of Marketing, Vol. 30 No.2, pp 19-30, MCB University Press, London.
Schiffman, G., Leon, Leslie Lazar Kanuk. 2004. Consumer Behavior. New Jersey: Pearson Educational International Prentice Hall, Inc.
Wheelen, Thomas L., David J. Hunger. 1992. Strategic Management And Business Policy. Fourth Edition. USA: Addisin –Wesley Publishing Co.
Zeithaml, A., Valarie, A., Mary Joe Bitner. 2000. Service Marketing: Integrating Customer Focus The Firm. USA : Mc-Graw-Hill.
Zikmund, William G. 2000, Business Research Methods, Sixth Edition, The Dryden Press, Philadelphia.
Alain Ferrand, Monique. 1999. Organization Image : the result of service value. European Journal of Marketing. Volume 33 pages 387- 402. MCB. London.
Ataman and Burc, 2004, Consumer Equity in Relationship Marketing, Journal of Consumer Marketing, Vol.15, No.6, p.544 –557.
Avald, Annika. Christian Gronroose. 1996. The Value Concept And Relationship Marketing. European Journal of Marketing,Vol.30 No.2, pp 19-30.
Bennett, Peter D., Harold H. Kassarijan. 1987. Consumer Behavior. New Delhi : Prentice Hall Foundation of India Private Limited.
Berry, Leonard L. and A. Parasuraman, 1991, Marketing Services, Macmillan Inc., Englinton Avenue East, New York.
_______________., Manjit S., 1996, Capture and Communicate Value in The Pricing of Services, Sloan Management Review, Vol. 37, Jun 22th, p.41.
Bowden, Phil, 1998, A Practical Path to Customer Loyalty, Managing Service Quality, Vol.8, No.4, p.248 –255.
Brady, Michael K., 1999, An Explanatory Study of Service Value in The USA and Ecuador, International Journal of Service Industry Management, Vol.10, No.5, p. 469–486.
Burnett, Melissa S. and Dale A. Lunsford, 1994, Conceptualizing Guilt in theCola Masters Surfing Event at Western Australia, Managing Service Quality, Vol.9,No.3, p. 158–166.
Carpenter, Gregory S 1997, Consumer Decision-making Process,Journal of Consumer Marketing, Vol. 11. No.3, pp 33-43, MCB University Press, London.
__________________, Rashi Glazer, and Kent Nakamoto, 1997, Readings on Market Driving Strategies : Toward a New Theory of Competitive Advantage, Addison Wesley Longman, Inc, USA.
Cronin, J.Joseph, 1997, A Cross Sectional Test of The Effect and Conceptualization of Service Value, Journal of Service Marketing, Vol.11, No.6, p. 375–391.
Darian, Jean G., 2001, Perceived Salesperson Service Attributes and Retail Patronage Intentions, International Journal of Retail and Distribution Management, Vo.29, No.5, p. 205-213.
Fill, Chris. 1995. Marketing Communications:Frame works, Theories An Applications. New York: Prentice Hall., Englewood Cliffs.
Flavin, Carlos, Eduardo Tores, and Miguel Guinaliu. 2004. Corporate Image Measurement. The International Journal of Bank Marketing. Vol.22 No.5.pp. 366-384. Emerald Group Publishing Limited. London.
Fournier, Susan; Susan Dobscha and David Glen Mick, 1998,Measuring purchase decision involvement for financial services: comparison of the Zaichkowsky and Mittal scales , International Journal of Bank Marketing; Volume 16 No. 5, MCB University Press, London
Gale, Bradley T., 1994, Managing Customer Value: Creating Quality and Service That Customers Can See, New York: The Free Press.
Gargouri, Ezzedine and Alain d'Astous, 2001, Consumer evaluations of brand imitations, European Journal of Marketing, Vol 36 No. 1/2, p.p. 153-167, MCB University Press, London.
Goestsch, DL & S. Davis. (1994). Introduction to Total Quality: Quality, Productivity, Competitiveness.New Jersey: Englewood, Cliffs Prentice Hall International, Inc.
Griffin, Jill. 2003. Customer Loyalty : How to Earn It, How to Keep It. USA: Lexington Books.
Gronroos, Christian, 2001, The perceived service quality concept – a mistake?, Journal of Managing Service Quality, Volume 11 No. 3, pp. 150-152, MCB University Press, London.
Haksever, Cengiz, Berry Render, Roberta S Russel, and Robert G Murdick 2000, Service Management and Operation, Second Edition, Prentice Hall International, USA.
______________, Berry Render, Robert. S. Russell, Robert G. Murdick. 2000. Service Management and Operations. second edition.New Jersey : Prentice Matters International, Inc.
Hawkin, Del I, Roger J .Best, and Kenneth A. Coney, 2000, Consumer Behavior, Building Marketing Strategy, Eighth Edition, McGraw-Hill, United State.
___________, Roger J. Best, Kenneth A. Coney. 2001. Consumer Behavior. Building Marketing Strategy. New York : The McGraw Hill Company Hall International edition Oklahoma University.
Hesskett, L., James, W. Earl Sasser, JR., Leonard A. Schlesinger. 1997. The Service Profit Chain, How Leading Companies Link Profit And Growth To Loyalty, Stisfaction, and Value. New York : The Free Press.
Hill, Charless W., Jones Gareth R., 1996. Strategic Management Theory, An Integrated Approach. Second Edition. Boston: Houghton Company
Hoffman, & Batteson, 1997, Internal Service Quality- An Empirical Assessment, International Journal of Quality & Reliability Management, Vol. 16 No. 8, pp. 783-791, London.
Hronec, Steven M., 1993, Vital Signs : Using Quality, Time and Cost Performance Measurements to Chart Your Company's Future, Arthur Andersen & Co., Amacom.
Kanuk, Lilian, and John Schiffman, 2000, Consumer Behavior, Eighth Edition, McGraw-Hill, United State.
Kasper, Christina KCand Sharon E. Beatty, 1999,Family structure and influence in family decision making,Journal of Consumer Marketing; Volume 19 No. 1, MCB University Press, London.
Kim, Chu-Hua, Jeong. 2003, Consumer evaluations of brand imitations, European Journal of Marketing, Vol 36 No. 1/2, p.p. 153-167, MCB University Press, London.
Kotler, Philip and Armstrong, 2001, Principles of Marketing, , Prentice Hall International, Inc. A Division of Simon & Scuster, Englewood Cliffs, Nj07632.
_____________ and Kevin Lane Keller, 2006, Marketing Management, , Prentice Hall International, Inc. A Division of Simon & Scuster, Englewood Cliffs, Nj07632.
____________, 2003, Marketing Management: Analysis, Planning, Implementation, and Control, Millennium Edition, Prentice Hall International, Inc. A Division of Simon & Scuster, Englewood Cliffs, Nj07632.
Lovelock, Christopher, H and Lauren. K. Wright, 1999, Service Marketing and Management, Prentice Hall International, Inc. New Jersey.
______, 2002, Service Marketing and Management, Prentice Hall International, Inc. New Jersey.
Mittal, Banwari, 2001, Application of The Means – end Value Hierarchy Model to Understanding Logistics Service Value, International Journal of Physical Distribution and Logistics Management, Vol.27, No.9/10, p. 630 – 643.
Nguyen, Nha and Gaston LeBlanc. 1998. The Mediating Role of Corporate Image on Customer's Retention Decisions. The International Journal of Bank Marketing. Vol.16 No.2.pp. 52-65. Emerald Group Publishing Limited. London.
Nha Nguyen, Gaston LeBlanc. 1998. The mediating role of corporate image on customers' retention decisions an investigation in financial services. International Journal of Bank Marketing. Volume 16 page 52- 65. MCB. London.
Parasuraman, Zeithaml, A., Leonard L. Berry. 1990. Delivering Quality Service, Balancing Customer Perceptions And Expectations. New York: The Free Press, A Division Of Macmillan, Inc., pp. 21 – 23.
Ravald, Annika and Christian Grönroos, 1996, The value concept and relationship marketing, European Journal of Marketing, Vol. 30 No.2, pp 19-30, MCB University Press, London.
Schiffman, G., Leon, Leslie Lazar Kanuk. 2004. Consumer Behavior. New Jersey: Pearson Educational International Prentice Hall, Inc.
Wheelen, Thomas L., David J. Hunger. 1992. Strategic Management And Business Policy. Fourth Edition. USA: Addisin –Wesley Publishing Co.
Zeithaml, A., Valarie, A., Mary Joe Bitner. 2000. Service Marketing: Integrating Customer Focus The Firm. USA : Mc-Graw-Hill.
Zikmund, William G. 2000, Business Research Methods, Sixth Edition, The Dryden Press, Philadelphia.
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Published
2023-04-10
How to Cite
Suryati, L. ., Cahyono, Y. ., Sudarso, A. ., Sudaryo, Y. ., Wardana, W. ., Ayu Sofiati (Efi), N. ., … Limakrisna, N. . (2023). The Image Models of PT East Jakarta Industrial Park (EJIP). International Journal of Advanced Multidisciplinary, 2(1), 29–38. Retrieved from https://greenpub.org/IJAM/article/view/187
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