Kontribusi Kualitas Layanan terhadap Kepuasan Serta Dampaknya pada Loyalitas Pelanggan

Authors

  • Cecep Hidayat Universitas Bina Nusantara
  • Putri Melinda Universitas Bina Nusantara

DOI:

https://doi.org/10.21512/tw.v10i2.707

Keywords:

service quality, consumer satisfaction, consumer loyalty

Abstract

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.

Dimensions

Plum Analytics

Author Biographies

Cecep Hidayat, Universitas Bina Nusantara

Jurusan Manajemen, Fakultas Ekonomi dan Bisnis

Putri Melinda, Universitas Bina Nusantara

Jurusan Manajemen, Fakultas Ekonomi dan Bisnis

References

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.

Downloads

Published

2009-09-30

How to Cite

Hidayat, C., & Melinda, P. (2009). Kontribusi Kualitas Layanan terhadap Kepuasan Serta Dampaknya pada Loyalitas Pelanggan. Journal The Winners, 10(2), 128-136. https://doi.org/10.21512/tw.v10i2.707
Abstract 444  .
PDF downloaded 404  .