Kontribusi Kualitas Layanan terhadap Kepuasan Serta Dampaknya pada Loyalitas Pelanggan
Keywords:service quality, consumer satisfaction, consumer loyalty
The purpose of this research is to find contribution of service quality towards building customer satisfaction, and the contribution of service quality towards customer loyalty, and the contribution of both service quality and customer satisfaction towards customer loyalty simultaneously, and find out whether there is any contribution of customer satisfaction to customer loyalty. The type of research used is associative survey and the analysis technique used is path analysis. The data are obtained through a survey with questionaire as the main instrument. This questionnaire is distributed to customers of Indosat BlackBerry ISATBB community. Results showed that there are positive and significant contributions of service quality towards customer satisfaction, customer satisfaction to customer loyalty, and service quality to customer loyalty all directly or indirectly.
Arief. (2007). Pemasaran jasa dan kualitas pelayanan – bagaimana mengelola kualitas pelayanan agar memuaskan pelanggan, edisi pertama, Malang: PT Bayumedia Publishing.
Chiou J. dan Droge, Cornelia. (2006). “Trust, specific asset, investment, and expertise: direct and indirect effects in a satisfaction – loyalty framework.” Journal of the Academy of Marketing Science, Vol. 8. (5), P.34.
Cronin, J.J. dan Steven A.Taylor (1992). Measuring service quality: a reexamination and extension, The Journal of Marketing Vol. 56 No. 3 P 55-68.
Griffin, J. (2005). Customer loyalty: Menumbuhkan dan mempertahankan kesetiaan pelanggan, Jakarta: Penerbit Erlangga.
Irawan, H. (2002). Sepuluh prinsip kepuasan pelanggan, Jakarta: Gramedia.
Kotler, P., dan Keller, K.L. (2009). Manajemen pemasaran, jilid pertama, edisi keduabelas, PT Indeks, Kelompok Gramedia: Jakarta.
Ningtyastuti, R. (2009). Pengaruh kualitas jasa, kepuasan dan kepercayaan terhadap kesetiaan, Depok: FISIP UI.
Riduwan dan Kuncoro, E.A. (2007). Cara menggunakan dan memakai analisis jalur (path analysis), Bandung: Penerbit Alfabeta.
Tjiptono, F. (2000). Strategi pemasaran, edisi kedua, Yogyakarta: Penerbit Andi.
Authors who publish with this journal agree to the following terms:
a. Authors retain copyright and grant the journal right of first publication with the work simultaneously licensed under a Creative Commons Attribution License - Share Alike that allows others to share the work with an acknowledgment of the work's authorship and initial publication in this journal.
b. Authors are able to enter into separate, additional contractual arrangements for the non-exclusive distribution of the journal's published version of the work (e.g., post it to an institutional repository or publish it in a book), with an acknowledgment of its initial publication in this journal.
c. Authors are permitted and encouraged to post their work online (e.g., in institutional repositories or on their website) prior to and during the submission process, as it can lead to productive exchanges, as well as earlier and greater citation of published work.
All articles published Open Access will be immediately and permanently free for everyone to read and download. We are continuously working with our author communities to select the best choice of license options, currently being defined for this journal as follows: Creative Commons Attribution-Share Alike (CC BY-SA)