ANALISA PENGARUH SERVICE QUALITY TERHADAP CUSTOMER LOYALTY DENGAN CUSTOMER SATISFACTION SEBAGAI VARIABEL INTERVENING PADA SALON MADASS

Allan Richardo Surianto

Abstract


Penelitian membahas pengaruh service quality terhadap customer loyatly dengan customer satisfaction sebagai variabel intervening di Salon Madass Surabaya. Sampel penelitian ini berjumlah 100 responden pelanggan Salon Madass yang sudah pernah melakukan transaksi lebih dari 3 kali. Pengukuran dilakukan dari variabel service quality (X1) dengan indikator Reliability, Responsiveness, Assurance, Empathy, Tangible, variabel customer satisfaction (Y1) dengan indikator Fulfillment, Pleasure, Ambivalance, sedangkan customer loyalty (Z1) memiliki indikator Word of Mouth, Future Purchase Intention dan Price sensitive, hasil penelitian menunjukkan: (1) service quality berpengaruh signifikan terhadap customer satisfaction; (2) service quality berpengaruh signifikan terhadap customer loyalty; (3) customer satisfation berpengaruh signifikan terhadap customer loyalty.   

Keywords


Service Quality, Customer Satisfaction, Customer Loyalty

Full Text:

PDF

References


Abdillah, W., & Hartono, J. (2015). Partial Least Square (PLS) - Alternatif Stuctural Equation Modeling (SEM) dalam Penelitian Bisnis (Cetakan 1). Yogyakarta: Penerbit Andy.

Abdurrahman, T (2009). Terhadap Customer Loyalty (Studi pada Pelanggan Telepon Bergerak di Kota Malang), 7.

Arnould, E., Price, L., & Zinkhan, G. (2004). Consumer 2nd ed. Boston, Massachusetts: The McGraw-Hill Companies.

Aryani, D., & Rosinta, F.(2010). Pengaruh Kualitas Layanan terhadap Kepuasan Pelanggan dalam Membentuk Loyalitas Pelanggan. Jurnal Ilmu Administrasi Dan Organisasi, 17(2), 114-126.

Cengiz, E. (2010). Measuring Customer Satisfaction : Must or Not? Journal of Naval Science and Engineering, 62), 76-88.

Churchill, G.A. (2005). Dasar-dasar riset pemasaran Jilid 1 Ed.4. Jakarta: Erlangga.

Deng, Z., Lu, Y., Wei, K. K, & Zhang, J. (2010). Understanding customer satisfaction and loyalty:An empirical study of mobile instant messages in China. International Journal of Information Management, 30(4), 289-300.

Edvardsson, B. (1998). Service quality improvement. Managing Service Quality, 8(2), 142-149.

Kheng, L. L. (2010). The Impact of Service Quality on Customer Loyalty : A Study of. Internatioal Journal of Marketing Studies, 2(2), 57-66.

Kotler, P., & Keller. K. L. (2006). Manajemen Pemasaran. (J. Purba, Ed.) (12th ed.). New Jersey: Prentice Hall.

Kotler, P., & Keller, K. L. (2012). Marketing Management (14th ed.). New Jersey: Prentice Hall.

Kurniasih, I. D. (2012). Pengaruh Harga dan Kualitas Pelayanan Terhadap Loyalitas Pelanggan Melalui Variabel Kepuasan (Studi Pada Bengkel AHASS 0002-Astra Motor Siliwangi Semarang). Jurnal Administrasi Bisnis, 1(1), 37-45.

Mendoza, A. M. (2014). Correlation Analysis of Customer Satisfaction and Loyalty in Carlito Pena Reyes Hospital. Asia Pacific Journal of Multidisciplinary Research, 2(4), 39-45.

Oliver, Richard. 1996, Satisfaction a Behaviour Perspective on The Customer, New York : McGraw Hill, Inc.

Parasuraman, A., Zeithaml, V.A. and Berry, L.L. (1985), “ A conceptual model of service quality and its implication for future research:, Journal of Marketing, Vol. 49 No. 4, pp.41-50

Parasuraman,A, Zeithaml, V. A., & Berry, L. L. (1998). SERVQUAL- A Multiple-Item Scale for Measuring Consumer Perceptions of Service Quality. Journal of Retailing, 64(1), 12-40.

Sugiyono. (2007). Statistika untuk penelitian (Cetakan 10). Bandung: Alfabeta.

Tideswell, C. (2005). Loyalty Behaviour And Relationship Commitment Towards Hotel Services Carmen Tideswell, Southern Cross University, 80-86.

Tjiptono, F., & Chandra, G. (2005). Service Quality, & Satisfaction (1st ed.). Yogyakarta: Andi.

Wahdi, M. (2011). Riset pemasaran : teori dan aplikasi untuk pengambilan keputusan cet. 1. Jakarta: Caps (Center for Academic Publishing Service).

Zeithaml, V. A., Berry, L. L., & Parasuraman, A. (1988). The Behavioral Consequences of Service Quality. The Journal of Marketing, 60(2),31–46.


Refbacks

  • There are currently no refbacks.