Analysis of Dominant Factors in the Supply Chain Man-agement Process that Affect Consumer Loyalty in Student Cooperatives
DOI:
https://doi.org/10.55606/bijmt.v5i2.4539Keywords:
Customer, Loyalty, Supply Chain ManagementAbstract
Supply Chain Management (SCM) plays a strategic role in improving competitiveness and consumer loyalty. This study aims to analyze the SCM factors that influence consumer loyalty to the BS UPI Student Cooperative (Kopma). The approach used is quantitative with a survey method, involving 40 respondents who are students of the University of Education Indonesia who have made purchases at Kopma in the past three months. Data was collected through questionnaires and analyzed using confirmatory factor analysis. The results of the study indicate that product variety, price, timeliness, facilities, availability, and product quality are important factors influencing consumer loyalty. From the analysis, it was found that product variety is the dominant factor most influencing consumer loyalty. The decline in Kopma's sales over the past two months underscores the need to enhance SCM strategies to maintain and improve consumer loyalty. These findings are expected to serve as a reference for Kopma managers in formulating more effective SCM strategies to address competitive challenges and meet consumer expectations optimally.
References
A. A. Febryanti, S. P. Hadi, and S. Listyorini, “Pengaruh Kualitas Produk Dan Kualitas Pelayanan Terhadap Loyalitas Pelanggan (Studi Pada Konsumen Dak Nalgae Tembalang Kota Semarang),” Jurnal Ilmu Administrasi Bisnis, vol. 13, no. 1, pp. 30–39, 2024.
E. Novijanti, M. Hubeis, and F. R. Zakaria, “Strategi Pengembangan Loyalitas Anggota Koperasi Karyawan Danakita Syariah,” Manajemen IKM: Jurnal Manajemen Pengembangan Industri Kecil Menengah, vol. 15, no. 2, pp. 102–109, 2020.
E. Siswati, S. N. Iradawati, and N. Imamah, Customer Relationship Management dan Implementasinya Pada Perusahaan Kecil, 2024.
F. Tjiptono, Pemasaran Jasa. Bayumedia Publishing, 2004.
H. Sirine, Manajemen Rantai Pasok Adaptif: Teori dan Praktik. Widina Media Utama, 2024.
I. N. Pujawan and M. Er, Supply Chain Management, 3rd ed. Penerbit Andi, 2017.
J. Griffin and R. T. Herres, Customer Loyalty: How To Earn It, How To Keep It. Jossey-Bass, 2007.
J. Heizer and B. Render, Operations Management, 11th ed. Jakarta: Salemba Empat, 2015.
K. Rifa’i, Membangun Loyalitas Pelanggan. Pustaka Ilmu Yogyakarta, 2019.
M. A. P. Chatra, A. Syamil, S. Subawa, and I. Budaya, Manajemen Rantai Pasok. ResearchGate, 2023.
N. Risnawati, “Implementasi Customer Relationship Management (CRM) Pada Koperasi Untuk Meningkatkan Loyalitas Pelanggan,” in Pengembangan Kinerja Manajemen Organisasi, Keuangan dan Usaha Koperasi & UMKM, pp. 49–58, 2022.
N. Y. Melville and Weybridge, “Study Shows Two-Thirds Of Consumers Prepared To Flee To Brands Offering Superior Service,” Verint, 2019.
P. K. Kristanto, “Pengaruh Kualitas, Harga, Dan Pengalaman Pelanggan Terhadap Loyalitas Pelanggan Pada Rumah Makan Leko,” Agora, vol. 6, no. 1, pp. 287272, 2018.
P. O. Oiku, O. O. Obafemi, and O. Obiekwe, “Impact Of Customer Loyalty On Organizational Performance,” International Journal of Management Studies and Social Science Research, vol. 4, no. 2, pp. 77–85, 2022.
R. E. Crandall, W. R. Crandall, and C. C. Chen, Principles of Supply Chain Management, 2nd ed. Taylor & Francis Group, 2015.
R. I. Akbar, Manajemen hubungan pelanggan (Customer Relationship Management). Yayasan Sahabat Alam Rafflesia, 2021.
R. Suriansha, “The Role Of Customer Loyalty on Customer Retention in Retail Companies,” 2023.
S. Chopra and P. Meindl, Supply Chain Management: Strategy, Planning, and Operation, 6th ed. Pearson, 2016.
S. Zaid, A. Palilati, R. Madjid, and S. Abadi, “The Effect Of Supply Chain Integration on Customer Loyalty: The Mediating Roles Of Operational Performance And Customer Satisfaction,” Uncertain Supply Chain Management, vol. 9, no. 4, pp. 867–876, 2021, doi: 10.5267/j.uscm.2021.8.002.
Sugiyono, Metode Penelitian Kuantitatif, Kualitatif, dan R&D. Alfabeta, 2019.
W. Hussain, J. Hussain, S. Akbar, N. A. Sulehri, and Z. Maqbool, “The Effects Of Supply Chain Management Practices (Strategic Suppliers’ Partnership, Information Sharing, And Postponement) on Organizational Performance in Consumer Goods Manufacturing Industry Of Pakistan,” International Journal of Management Sciences, vol. 2, no. 8, pp. 351–361, 2014.
W. Merdiani, Pengaruh Pemasaran Hubungan Pelanggan Dan Citra Merek Terhadap Nilai Pelanggan Dan Keunggulan Bersaing Serta Implikasinya Pada Loyalitas Pelanggan, Disertasi Doktoral, Universitas Pasundan, 2021.
Downloads
Published
How to Cite
Issue
Section
License
Copyright (c) 2025 Brilliant International Journal Of Management And Tourism
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.
