ANALYSIS OF INFLUENCE SERVICE QUALITY TO THE CUSTOMER LOYALTY IN SAVING SIMPEDES WITH CUSTOMER SATISFACTION AS MEDIATED VARIABLE ON BRI UNIT PASAR KLECO

Muhamad Aris Munandar

Abstract


The purpose of this research was to examine the effect of: (1) service quality to the customers loyalty, (2) service quality to thr customers satisfaction and (3) customer satisfaction to the customers loyalty, and (4) service quality to the customers loyalty with service quality as mediated variable.

The population in this study were all clients of BRI SimpedesPasar Kleco. The samples used by 180 respondents taken by convenience sampling. Analysis techniques using StructutalEqueation Modeling (SEM) and path analysis with the help of LISREL program.

The analysis shows (1) Service quality has a positive effect on customer loyalty BRI Pasar Kleco, (2) Service quality has a positive effect on customer satisfaction BRI Pasar Kleco, and (3) satisfaction has a positive effect on customer loyalty BRI Pasar Kleco and (4) customers satisfaction of a mediation effect service quality on customers loyalty.

Keywords:
Service quality, satisfactionandloyalty, BRIPasar Kleco.

Full Text:

PDF

References


Blackwell, Steven A., Sheryl L. Szeinback , James H. Barnes, Dewey W. Garner, and Victoria Bush (1999) “The Antecedents of Customer Loyalty : An Empirical Investigation of the Role of Personal and Situational Aspects on Re purchase Decisions”,Journal of Service Research, Volume 1, No. 4, May

Dharmmesta, B.S. 1999. Loyalitas Pelanggan: Sebuah Kajian Konseptual Sebagai Panduan Bagi Peneliti. JurnalEkonomidanBisnis Indonesia, Vol. 14, No. 3, h. 73-88.

Dick, A.S., & K. Basu. 1994. Customer Loyalty: Toward an Integrated Conceptual Framework. Journal of the Academy of Marketing Science, Vol. 22, No. 2, pp. 99-113.

EmmaWoodhousedanNoel Y M Siu (2003)” A Study of Service Quality in Leisure Clubs” Journal Departemen of Marketing Hong Kong Baptist University

Gunawan R Sudarmanto, (2005) ”Analisis Regresi Linier Ganda dengan SPSS” Graha Ilmu, Yogyakarta

Gujarati, Damodar, 1993, Ekonometrika Dasar, Cetakan Ketiga, Erlangga, Jakarta.

Gwinner, Kevin P.,Dwayne D. Gremler, and Mary Jo Bitner (1998), “Relational Benefits in Services Industries: The Customer’s Perspective,” Journal of the Academy of Marketing Science, 26 (Spring), 101-14.

———and Kevin P. Gwinner (2000), “Customer-Employee Rapport in Service Relationships,” Journal of Service Research, 3 (August), 82-104.

Hair, et al. (1998), “ Multivariate Data Analysis “, Fifth Edition; Prentice–Hall International.Inc.

Hennig - Thurau, Gwinner.K.P.,Gremler D.D, (2002), " Understanding Relationship Marketing Outcomes : An Integration of Relational Benefits and Relationship Quality ,Journal of Service Research Vol. 4 Februry.

———, Kevin P. Gwinner, and Dwayne D. Gremler (2000), “Why Customers Build Relationships with Companies—and Why Not,” in Relationship Marketing: Gaining Competitive Advantage through Customer Satisfaction and Customer Retention, Thorsten Hennig- Thurau and Ursula Hansen, eds. Berlin, Germany: Springer, 369-91.

———, and Alexander Klee (1997), “The Impact of Customer Satisfaction and Relationship Quality on Customer Retention—A Critical Reassessment and Model Development,” Psychology & Marketing, 14 (December), 737-65.

Ka Man Sum (2003) ” The Internet As A Relationship Marketing Tool in Banking Service Industri” Journal Departemen of Business Studies The Hong Kong Polytechnic University

Kotler, Philip, 1993, Manajemen Pemasaran: Analisis, Perencanaan, Implementasi dan Pengendalian, Terjemahan Jaka Wasana, Jilid II, Edisi 6, Erlangga, Jakarta.

Kotler, Philip, 2000, Marketing Management, Hall International Inc., Millenium Edition, Prentice, New Jersey.

Makridakis, S., Whellwright, S. C, and McGree, V.E (Alihbahasaoleh : AndriyantoSusUntungdanBasith Abdul 1995 ) “ MetodedanAplikasiPeramalan ” Jilid 1, Edisikedua, PenerbitErlanggajakarta

Nirwana, (2004), ”Prinsip-Prinsip Pemasaran Jasa”, Dioma, Malang

Oliver, R.L. 1999. Whence Consumer Loyalty.Journal of Marketing, Vol. 63, pp. 33- 44.

SasimaThongsamak, Service Quality: Its Measurement and Relationship with Customer Satisfaction, Journal of reference Thesis Relationship Marketing, March 12th 2001

Sekaran, Uma (2000), Research Method for Business. Third Edition. New York; John Wiley& Sons, Inc

Singarimbun, Masri dan Sofian Effendi. (1995), Metode Penelitian Survai, Jakarta; LP3ES

Singarimbun, Masri dan Sofian Effendi, 1995, Metode Penelitian Survei, LP3ES, Jakarta.

Stanton, William J, 1996, Prinsip Pemasaran (Terjemahan), Edisi 7, Erlangga, Jakarta.

Parasuraman A, V.A Zuthaml and LL. Berry, 1985, A Conceptual Model of Service Quality and its Implication for Future Research, Journal of Marketing, Vol. 49, Fall, pp. 41-50

Tjiptono, Fandy, 2000, Manajemen Jasa, Andi Offset, Yogyakarta




DOI: https://doi.org/10.36600/rma.v8i2.29

Refbacks

  • There are currently no refbacks.