Analisis Pengaruh Kualitas Layanan terhadap Kepuasan dan Loyalitas Konsumen pada Perusahaan Ritel Alfamart
DOI:
https://doi.org/10.53512/valid.v20i1.255Keywords:
service quality, satisfaction, customer loyaltyAbstract
The purpose of this research is to find out whether the quality of service seen from the variable tangibles, responsive, reliability, assurance and empathy simultaneously and partially have a significant effect on customer satisfaction and loyalty. This type of research includes research associative which states the relationship between two or more variables. The population in this study are customers who make purchases of goods at Alfamart Mujur. Sampling technique using purposive sampling with a sample of 150 people. The results of this study indicate that the quality of service seen from the variable tangibles, responsive, reliability, assurance and empathy simultaneously (together) have a significant effect on customer satisfaction, then the variable Responsive (X2) is a variable which has the greatest and most significant influence on the variable of customer satisfaction. Service quality as seen from tangibles variable, responsive, reliability, assurance, empathy and consumer satisfaction simultaneously (together) have a significant effect on consumer loyalty, then the variable consumer Satisfaction (X6) is a variable that has an influence the largest and most significant variable on consumer loyalty.
References
Dewi, K. A. (2018). Pengaruh Kualitas Layanan terhadap Loyalitas Pelanggan Melalui Kepuasan Pelanggan sebagai Variabel Intervening (Studi pada Pelanggan Dunkin’Donuts di Surabaya dan Sidoarjo). BISMA (Bisnis Dan Manajemen), 9(1), 43–55.
Gozali, I. (2005). Aplikasi Analisis Multivariate dengan Program SPSS (Edisi 3) (Edisi 3). Badan Penerbit Universitas Diponegoro.
Griffin, J. (2010). Customer Loyalty How To Earn it, How Keep It I. McGraw – Hill.
Hasanah, U., & Sitohang, S. (2018). Pengaruh Kualitas Pelayanan, Kepercayaan dan Citra Perusahaan Terhadap Loyalitas Pelanggan. Jurnal Ilmu Dan Riset Manajemen (JIRM), 7(8), 1–19.
Hidayat, S. (2010). Pengaruh Harga dan Kualitas Pelayanan Terhadap Kepuasan Konsumen (Studi Pada Rumah Susu dan Capcin Lovers Yogyakarta).
Kotler, P., & Keller, K. L. (2009). Marketing Management (13th Edition). Upper Saddle River.
Parasuraman, A., Zeithaml, V. A., & Berry, L. (1988). SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality. 1988, 64(1), 12–40.
Parasuraman, A., Zeithaml, V. A., & Berry, L. (2001). The Behavioral Consequences of service Quality. Journal of Marketing.
Sugiyono, S. (2011). Statistik Untuk Penelitian. Alfabeta.
Sugiyono, S. (2012). Metode Penelitian bisnis. Alfabeta.
Tjiptono, F. (2012). Service Management Mewujdukan Pelayanan Prima. PT Andi Offset.
Tjiptono, F. (2014). Pemasaran Jasa: Prinsip, Penerapan, dan Penelitian. Andi Offset.
Umar, H. (2003). Metodelogi penelitian Untuk Skripsi dan Tesis Bisnis. PT. Gramedia Pustaka.
Wirawan, N. (2002). Statistik Inferensia (Edisi Kedua). Keraras Emas.
Yamit, Z. (2013). Manajemen Kualitas Produk dan Jasa. Ekonisia.
Zeithaml, V. A., Mary, J., B., & Gremler, D. D. (2009). Services Marketing—Integrating Customer Focus Across the Firm (5th Ed.) (5 Edition). McGraw Hill.
