PENGARUH KUALITAS PRODUK DAN KUALITAS LAYANAN TERHADAP LOYALITAS PELANGGAN DENGAN KEPUASAN PELANGGAN SEBAGAI VARIABLE MEDIASI DI PERUMAHAN PURI KAHURIPAN KARANGANYAR

TITAH SEPTIYANA RACHMATIKA

Abstract


Goal of the research is to knowing what satisfaction variabel to mediation influence of service quality and product head to loyalty. The research is to be research with survey method. Population target in the research is Puri Kahuripan Karanganyar customer. Sample that take is 70 people. Analysis method that is used on this research is path analysis. Path analysis is used to test relation cause and effect based on science, theory and assumption can also to this hypothesis testing is done with spss 16. Program to analyze kausalitas relation on structure model that propost. The research result is such as : 1) Quality product is positively and significant effect to satisfaction and loyalty customer of Puri Kahuripan Papahan Karangayar; 2) Customer satisfaction is positively and significant effect to loyalty customer of Puri Kahuripan Papahan Karangayar; 3) The mediation of satisfaction influences product quality variable head to customer loyalty.
Keyword : service quality, product quality, satisfaction, loyalty, property

Full Text:

PDF

References


Aydin, Serkan and Ozer, Ghokan. 2004. “The Analysis of Antecedent of Customer Loyalty in the Turkish Mobile Telecommunication Market,”. European Journal of Marketing. Vol.39.

Agyl Satrio Hutomo. 2010, Pengaruh Kualitas Produk dan Tingkat Kepuasan Konsumen terhadap Loyalitas Pelanggan pada Produk Makanan Tela Kress Cabang Bekasi, Jakarta : Universitas Gunadarma.

Akbar, Mohammad Muzahid dan Parves, Noorjahan. 2009, Impact of Service Quality, Trust, and Customer Satisfaction on Customer Loyality. ABAC Journal, 29 (1) : pp.24-38.

Alwi, Hasan. 2001. Kamus Besar Bahasa Indonesia. Jakarta : Balai Pustaka.

Anderson, E. & Sullivan, M. 1993. “The Antecedents and Consequences Of Customer Satisfaction For Firms”. Marketing Science, 12 (1):125-143.

Anderson, Eugene W., Claes Fornell & Donald R. Lehmann. 1994. “Customer Satisfaction, Market Share and Profitability : Finding From Sweden”. Journal of Marketing, Vol. 58.

Arikunto, Suharsimi. 2006. Prosedur Penelitian Suatu pendekatan Praktik., Jakarta : PT Rineka Cipta.

Araloyin, F. M.* and Olatoye O. 2011. An Analysis Of Real Estate Consumers’ Perception Of Service Quality In Estate Agency Practice In Lagos Metropolis, Nigeria. Journal of Economics and International Finance, Vol. 3(3) : 139-145.

Bei, Lien-Ti & Yu-Ching Chiao. 2001. “An integrated Model For The Effect of Perceived Product, Perceived Service Quality, and Perceived Price Fairness on Consumer Satisfaction and Loyalty”, Journal of Consumer Satisfaction, Dissatisfaction & Complaining Behavior, vol. 14 : p. 125-138.

Bolton, R. N. & Drew, J. H. 1991. “A Multistage Model of Customers’ Assessments of Service Quality and Value”. Journal of Consumer Research, 17 (January) : 375-384

Boulding, W., Kalra, A., Staelin, R. & Zeithaml, V. A. 1993. “A Dynamic Process Model of Service Quality: from Expectations to Behavioral Intentions”. Journal of Marketing Research, 30 (February) : 7-27.

Chen T.C.E, Lai L.C.F & Yeung A.C.L. 2008. The Driving Forces of Customer Loyalty : A Study of Internet Service Providers In Hongkong. International journal of Bussines Research, IGI publishing, Vol 4: P. 26-42.

Cronin Jr, J. J. & Taylor, S. A. 1992. “Measuring Service Quality: A Reexamination and Extension”. Journal of Marketing, 56 (July), 55-68.

Dharmmesta. 1999. Manajemen Pemasaran : Analisis Perilaku Konsumen. Yogyakarta : BPFE.

Ellitan, Lena. 1999. Membangun Loyalitas Melalui Costumer Satisfaction dan Customer Oriented. Kompak.

Gay, L.R. dan Diehl, P.L. 1992. Research Methods for Business and. Management. MacMillan Publishing Company. New York

Gremler, D. D. & Brown S.W. 1996. Service Loyalty: Its Nature, Importance, and Implications: in Advancing Service Quality: A Global Perspective. International Service Quality Association, 171-180.

Ghozali, Imam. 2009. Analisis Multivariate dengan Program SPSS, Edisi 1, Semarang : Universitas Diponegoro.

Griffin, Jill. 2005. Customer Loyalty. Jakarta . Erlangga

Gronross. 1990. “The Perceived Service Quality Concept a Mistake?” Managing Service Quality, 11 (3) :150-152.

Hart, C. W. & Johnson, M. D. 1999. “Growing the Trust Relationship”. Marketing Management, 14 (Spring): 8-19.

Hasan. Ali. 2009. Marketing. Cetakan Pertama. Jakarta. PT. Buku Kita.

Hermawan ,Budi. 2011. Pengaruh Kualitas Produk Terhadap Kepuasan, Reputasi Merek dan Loyalitas Konsumen Jamu Tolak Angin PT. Sido Muncul . Jurnal Manajemen Teori dan Terapan. Tahun 4 (2) : p 89-17

Hutabarat, Jemsley. 1997. Visi Kualitas Jasa. Usahawan Indonesia No 05 tahun XXVI (Mei) : 14.

Husein Umar, 2003. Metode Riset Bisnis. Jakarta: PT Gramedia Pustaka Utama

Jeanne Ananti Sutanto. 2008. Service Quality Dan Perceive Value Terhadap Kepuasan Dan Loyalitas Konsumen Apartemen Di Kota Surabaya. Majalah Ekonomi, Tahun XVIII, No 3 Desember 2008. : 286-301. Universitas Wisma Manggala. Surabaya.

Jogiyanto, 2004, Metodologi Penelitian Bisnis, Yogyakarta : BPFE UGM.

Jonathan Sarwono. 2007. Analisis Jalur Untuk Riset Bisnis. Yogyakarta : Andi. page : 1- 2.

Kartika& Patricia Harmi. 2010. Analisa Kepuasan Konsumen Terhadap Kualitas Sarana dan Prasarana Perumahan dengan Menggunakan Metode Quality Function Deployment (Studi Kasus Perumahan Permata Alam Permai Sidoarjo). Surabaya : Institut Sepuluh November

Kotler, Philip. 1997. Marketing Management, Analysis Planning, Implementation and Control. 9st Edition. New Jersey: Prentice Hall International Inc.

Kotler, Philip dan Amstrong, Gary. 2001. Principles of Marketing. Prentrice Hall. Inc. Ninth Edition. Englewood, New Jerrsey.

Kotler, Philip. 2003. Marketing Management. 11th Edition, New Jersey : Prentice Hall, Inc., Upper Saddle River.

Kotler, Philip, 2004. Marketing Management. 11st Edition. New Jersey: Prentice Hall International Inc. Market Share and Profitability : Finding From Sweden”, Journal of Marketing, Vol. 58.

Kuncoro, Mudrajat. 2003. Metode Riset untuk Bisnis & Ekonomi, Bagaimana Meneliti & Menulis Tesis. Erlangga, Jakarta.

Lupiyoadi, Rambat. 2001. Manajemen Pemasaran Jasa : Teori dan Praktek, Edisi I, Jakarta, Salemba Empat.

Oliver, R. L. 1997. Satisfaction: A Behavioral Perspective on the Consumer, McGraw-Hill. New York, NY.

Parasuraman, 1988. Servqual A. Multiple Item for Measuring Customer Perception of Service Quality. Journal of Retailing. 64. pp.12-40.

__________ 1994. The Nature and Determinants of Customer Expextations of Service. Journal of Academy of Marketing Science. 21. pp. 1-12.

__________ 1998. The Behavioral Consequences of Service Quality. Journal of Marketing. 40. pp. 31-46.

Payne, Adrian. 1993. The Essence of Service Marketing. New Jersey : Prentice Hall. Inc.

Reddy.N. R. Ramana, T. N. Reddy, and B. Andul Azeem. 2011. Influence of store satisfaction, Marchandise Quality, and Service Quality on Store Loyalty. International. Journal of Trade, Economucs and Finance, Vol. 2 (5) Oktober 2011: p 351-355

Ribbink, D., Van Riel, A.C.R., Liljander, V. & Streukens, S. 2004. “Comfort Your Online Customer: Quality, Trust and Loyalty on The Internet”. Managing Service Quality, 14, 446-456.

Selnes, Fred, 1993, “An Examination the Effect of Product Performance on Brand Reputation, Satisfaction and Loyalty”. European Journal of Marketing, vol. 27 (9) : p.19-35.

Simanungkalit, Panangian, 2012, Tahun Kebangkitan Bisnis Properti. http://www.suarapembaruan.com/ekonomidanbisnis/2012-tahun-kebangkitan-bisnis-properti/17626. Agustus, 2012.

Solimun (2002), Structural Equation Modeling LISREL dan Amos, Fakultas MIPA Universitas Brawijaya, Malang.

Spreng, R.A. & Mackoy, R. D. (1996). “An Empirical Examination Of A Model Of Perceived Service Quality And Satisfaction”. Journal of Retailing, 72 (2): p 201-14.

Supangat, Andi. 2008. Statistika dalam kajian Deskriptif Inferensi, dan Nonparametrik. Jakarta : Prenada Media Group.

Sureshchanndra, G. S., Rajendran, C. & Anantharaman, R. N. (2003). “The Relationship Between Service Quality And Customer Satisfaction - A Factor Specific Approach”. Journal of Service Marketing, 16 (4): p 363-379.

Suwarni, Septina Dwi Mayasari. 2001. Pengaruh Kualitas Produk Dan Harga Terhadap Loyalitas Melalui Kepuasan Konsumen. Jurnal Ekonomi dan Bisnis. Th 16 (1) Maret 2001 : P 76-84




DOI: https://doi.org/10.36600/rma.v7i2.47

Refbacks

  • There are currently no refbacks.