ANALISIS PENGARUH KUALITAS LAYANAN TERHADAP KEPUASAN DAN KEPERCAYAAN PASSANGER PT GARUDA INDONESIA (PERSERO)
Keywords:
service quality, satisfaction, trustAbstract
This study aims to describe the effect of service quality toward satisfaction and confidence of passengers. This research is included in the explanatory research category. Sample in this research counted 99 people. The analytical technique uses path analysis. The main thing that can increase customer trust is the ability to interact. Quality of service can improve passenger satisfaction, which means that the better the quality of service provided by Garuda Indonesia Yogyakarta can increase passenger satisfaction. Quality of service can improve passenger's confidence, which means that the better quality of service provided by Garuda Indonesia Yogyakarta can improve passenger's confidence. Trust can increase passenger satisfaction, which means that increased confidence in passengers can improve passenger satisfaction. Trust can increase passenger satisfaction, which means that the higher the trust the passengers have, the higher the passenger's satisfaction level. Quality of service through empathy efforts that attention to customers more influential to create passenger confidence than on passenger satisfaction. Among the trust and satisfaction, satisfaction factors include suitability of expectations, interest in visiting again, willingness to recommend more precisely related to aspects of service at Garuda Indonesia Airlines Yogyakarta
References
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Chu, Po-Young dan Lee, Gin-Yuan, 2012. Service Quality, Customer Satisfaction, Customer Trust, And Loyalty In An E Banking, Social Behavior and Personality, 40(8):pp:1271-1283.
Cronin, Joseph Jr., Steven A. Taylor, 1992, “Measuring Service Quality : A Rexamination and Extention”, Journal of Marketing, Vol. 56.
Crosby, L.A., Evans, K.R. dan Cowles, D. 1990, Relationship quality in service selling: an interpersonal influence perspective, Journal of Marketing, Vol. 54, pp. 68-81
Doney, P. dan Cannon, J.P. 1997. An examination of the nature of trust in buyer-seller relationships, Jornal of Marketing, Vol 61 No.2, pp. 35-51
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Ghozali, Imam. 2007. Aplikasi Analisis Multivariat dengan Program SPSS. Semarang: Badan Penerbit Universitas Diponogoro
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Mcknight, D. H., V. Choudury., dan C. J. Kacmar. (2002a). Developing and Validating Trust Measure for E-Commerce: An Integrative Typology. Informatin System Research. 13(3), 334-59.
Moorman, Christin, Gerald Zaltman dan Rohit Desphande (1992) Relationships Beetwen Provider and Users of Market Researt : The Dinamics Of Trust Withim and Between Organizations, Journal Marketing Research, vol XXIX, 314-28
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Morgan, R.M.dan Hunt, S.D.1994. The commitment-trust theory of relationship marketing, Journal of Marketing, Vol. 58 No.3, pp. 20-38.
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Parasuraman, A. Valerie, A Zeuthaml and Leonard L Berry (2010) A Multiple Item Scale for Measuring Customer Perception or Future Research, Journal of Marketing, Vol. 49
Parasuraman, V.,A. 1985. The Nature and Deesminant of Consumer Expectations Of Service. Journal Of Academy of Marketing Science.21.pp.1-12.
Parasuraman, A., Valerre A Zeithmal and Leonardo Berry., 1988. Servqual : A Multiple Item Scale for Measuring Consumer Perseptions of Service Quality, Journal of Refailing. Vol. 64 Spring, pp.12-40.
Rangkuti, Freddy., 2003. Measuring Customer Satisfaction. Cetakan kedua, Edisi pertama, PT. Gramedia Pustaka Utama. Jakarta
Rousseau, D.M., Sitkin, S., Burt, R.S., dan Camerer, C.F. 1998. ‘Not So Different After All: a Cross-discipline View of Trust‘, Academy of Management Review,vol. 23, no. 3, pp. 393–404.
Siddiqi, K.O. 2011. Between Service Quality Attributes, Customer Satisfaction and Customer Loyalty in the Retail Banking Sector in Bangladesh, International Journal of Business and Management, Vol. 6, No. 3, pp. 12 - 36.
Simamora, Bilson. 2004. Panduan Riset Perilaku Konsumen : PT. Gramedia Pusat Utama, Jakarta.
Singarimbun, Masri dan Sofian Effendi. 1995. Metode Penelitian Survei. Jakarta
Srinivasan,S. 2004. Peran kepercayaan dalam e-bisnis sukses, Manajemen Informasi & Keamanan Komputer, Vo. 12 No.1 pp. 66-72
Sugiyono. 2002. Metode Penelitian Administrasi. Bandung.
Suharto dan Anita Widayanti., 2004. Analisis Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pelanggan (Studi Pada Pelanggan PT.Telkom Kantor Cabang Tulungagung). Jurnal Arthavidya, Tahun 5, Nomor 3. Hal. 690-699
Sudjana. 2008. Teknik Analisis Regresi dan Korelasi. Bandung: Tarsito.
Tjiptono, F. 2006. Manajemen Jasa. Edisi Keempat. Yogyakarta: Andi Offet
Tse, K.K., Wilton, P.C. (2001),”Models of consumer satisfaction formation: an extension”, Journal of Marketing Research, Vol. 25 No.May, pp.204-12
Zeithaml, V.A.2009. Consumer perceptions of price, quality and value a means: a means-end model and synthesis of evidence, Journal of Marketing, Vol. 52 No.3, pp. 2-22.
Arikunto, Suharsimi. 1998. Prosedur Penelitian (Suatu Pendekatan). Bina Aksara. Jakarta.
______. 2009. Prosedur Penelitian Suatu Pendekatan Praktis. Bina Aksara. Jakarta.
Barnes, James G., (2003). Secrets Of Customer Relationship Management, ANDI, Yogyakarta.
Ba, S. and Pavlou, P.A. 2002. “Evidence of the effect of trust building technology in electronic markets: price premiums and buyer behaviour”. MIS Quarterly, Vol. 26, No. 3
Bigne, Enrique. dan Blesa, Andreu. 2003. Market orientation, trust and satisfaction in dyadic relationship: a manufacturer-retailer analysis, International Journal of Retail & Distribution Management Vol. 31 Nou 11. pp. 574-590.
Chu, Po-Young dan Lee, Gin-Yuan, 2012. Service Quality, Customer Satisfaction, Customer Trust, And Loyalty In An E Banking, Social Behavior and Personality, 40(8):pp:1271-1283.
Cronin, Joseph Jr., Steven A. Taylor, 1992, “Measuring Service Quality : A Rexamination and Extention”, Journal of Marketing, Vol. 56.
Crosby, L.A., Evans, K.R. dan Cowles, D. 1990, Relationship quality in service selling: an interpersonal influence perspective, Journal of Marketing, Vol. 54, pp. 68-81
Doney, P. dan Cannon, J.P. 1997. An examination of the nature of trust in buyer-seller relationships, Jornal of Marketing, Vol 61 No.2, pp. 35-51
Engel, F. James; Roger D. Blackwell; Paul W. Miniard. 1990. Perilaku Konsumen. Jakarta : Binarupa Aksara.(jilid 1)
Faisal, Sanapiah. 1982. Metodologi Penelitian Pendidikan. Usaha Nasional. Surabaya.
Geykens, I., Steenkamp, J.B.E.M. dan Kumar, N.1999. A-meta-analysis of satisfactio in marketing channel relationship, Journal of Marketing Research, Vol. 36 No.2 pp.223-38.
Ghozali, Imam. 2007. Aplikasi Analisis Multivariat dengan Program SPSS. Semarang: Badan Penerbit Universitas Diponogoro
Hasan Yusuf (2002), “Analisa Pengaruh Kualitas Layanan Terhadap Tingkat Kepuasan Konsumen : Studi Kasus pada PT. Mc Donald Indonesia cabang Palembang,”Tesis: Universitas Sriwijaya, Palembang
Hutabarat, Jemsly. 2000. Visi kualitas jasa: “membahagiakan pelanggan”, kunci sukses bisnis jasa. Manajemen & Usahawan Indonesia. Vol. 26, No. 5
Indra dan Tri Gunarsih. 2005 Pengaruh Kualitas Pelayanan Terhadap Kepuasan Nasabah Kredit Perorangan dan Kelompok pada PD BPR Bank Pasar Kabupaten Karanganyar. Program Pascasarjana Uiversitas Muhammadiyah Surakarta
Jones, T.O. dan Sasser, W.E., Jr 1995. Why satisfied customer defect, Havard Business Review, Vol. 73, pp. 88-101.
Kotler, P., 2000. Manajemen Pemasaran. Edisi 1 dan 2. Terjemahan Hendra Teguh, SE.AK dan Ronny, SE.AK,: Penhalindo, Jakarta
Kotler, Philip, 1996, Manajemen Pemasaran Analisis Perencanaan dan Implementasi dan Pengendalian, Penterjemah: Hendra Teguh, Edisi ke-9, PT.Prenhalindo
Kotler Philip dan Kevin Lane Keller (2006). Marketing Management.12th Edition. Prentice Hall, Jakarta
Kotler dan Armstrong. 2001. Prinsip-Prinsip Pemasaran Jilid I. Jakarta: Erlangga.
----------. 2004. Manajemen Pemasaran Edisi Millenium. Jakarta : Indeks.
----------. 2005. Manajemen Pemasaran Edisi Kesebelas Jilid 2. Jakarta : Indeks.
Ladhari, R., Ladhari, I., dan Morales, M. 2011. Bank Services Quality: Comparing Canadian and Tunisian Customer Perceptions, International Journal of Bank Marketing, Vol. 29, No. 33, pp. 224-246.
Lau, Geok Then dan Sook Han Lee. 1999. Customer’s Trust in a Brand and the Link to Loyalty, Journal of Market Focussed Management, 4
Lewis dan Boom (2012), Service, Quality & Satisfaction. Edisi ke 3. Fandy Tjiptono& Gregorius Chandra, Yogyakarta: Penerbit Andi
Lovelock, C.H dan Wright, L.K. 2007. Manajemen Pemasaran Jasa. Edisi Bahasa Indonesia. Jakarta: PT Indeks.
Lupiyoadi, Rambat dan Hamdani. 2006. Manajemen Pemasaran Jasa. Jakarta: Salemba Empat.
Lovelock, Christopher. 1994. Product Plus : How Product + service = Competitive Advantage. New York: McGraw-Haill,Inc.
Mayer, R.C., Davis, J. H., dan Schoorman, F. D. (1995). An Integratif Model of Organizational Trust, Academy of Management Review. 30 (3): 709-734.
Misbach, Irwan;Surachman;Hadiwidjojo,Djumilah;Armanu. 2013. Islamic Bank Service Quality and Trust: Study on Islamic Bank in Makassar Indonesia, International Journal of Business and Management, 8(5),pp:48-61.
Munusamy Jayaraman, Shankar Chelliah and Hor Wai Mun. 2010. “Service Quality Delivery and Its Impact on Customer Satisfaction in the BankingSector in Malaysia”. International Journal of Innovation, Management and Technology, Vol. 1, No. 4, October 2010.
Mcknight, D. H., V. Choudury., dan C. J. Kacmar. (2002a). Developing and Validating Trust Measure for E-Commerce: An Integrative Typology. Informatin System Research. 13(3), 334-59.
Moorman, Christin, Gerald Zaltman dan Rohit Desphande (1992) Relationships Beetwen Provider and Users of Market Researt : The Dinamics Of Trust Withim and Between Organizations, Journal Marketing Research, vol XXIX, 314-28
Moorman, C., Deshpdane, R. dan Zaltman, G.1993. Factors affecting trust in market research relationship, Journal of Marketing, Vol. 57, January, pp. 81-101.
Morgan, R.M.dan Hunt, S.D.1994. The commitment-trust theory of relationship marketing, Journal of Marketing, Vol. 58 No.3, pp. 20-38.
Nasir, Moch, 2008. Metode Penelitian. Jakarta: Ghalia Indonesia
Nurgiyantoro, Burhan. Gunawan dan Marzuki. 2000. Statistik Terapan untuk Penelitian Ilmu-ilmu Sosial. Cetakan 1. Gadjah Mada University Press. Yogyakarta.
Parasuraman, A. Valerie, A Zeuthaml and Leonard L Berry (2010) A Multiple Item Scale for Measuring Customer Perception or Future Research, Journal of Marketing, Vol. 49
Parasuraman, V.,A. 1985. The Nature and Deesminant of Consumer Expectations Of Service. Journal Of Academy of Marketing Science.21.pp.1-12.
Parasuraman, A., Valerre A Zeithmal and Leonardo Berry., 1988. Servqual : A Multiple Item Scale for Measuring Consumer Perseptions of Service Quality, Journal of Refailing. Vol. 64 Spring, pp.12-40.
Rangkuti, Freddy., 2003. Measuring Customer Satisfaction. Cetakan kedua, Edisi pertama, PT. Gramedia Pustaka Utama. Jakarta
Rousseau, D.M., Sitkin, S., Burt, R.S., dan Camerer, C.F. 1998. ‘Not So Different After All: a Cross-discipline View of Trust‘, Academy of Management Review,vol. 23, no. 3, pp. 393–404.
Siddiqi, K.O. 2011. Between Service Quality Attributes, Customer Satisfaction and Customer Loyalty in the Retail Banking Sector in Bangladesh, International Journal of Business and Management, Vol. 6, No. 3, pp. 12 - 36.
Simamora, Bilson. 2004. Panduan Riset Perilaku Konsumen : PT. Gramedia Pusat Utama, Jakarta.
Singarimbun, Masri dan Sofian Effendi. 1995. Metode Penelitian Survei. Jakarta
Srinivasan,S. 2004. Peran kepercayaan dalam e-bisnis sukses, Manajemen Informasi & Keamanan Komputer, Vo. 12 No.1 pp. 66-72
Sugiyono. 2002. Metode Penelitian Administrasi. Bandung.
Suharto dan Anita Widayanti., 2004. Analisis Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pelanggan (Studi Pada Pelanggan PT.Telkom Kantor Cabang Tulungagung). Jurnal Arthavidya, Tahun 5, Nomor 3. Hal. 690-699
Sudjana. 2008. Teknik Analisis Regresi dan Korelasi. Bandung: Tarsito.
Tjiptono, F. 2006. Manajemen Jasa. Edisi Keempat. Yogyakarta: Andi Offet
Tse, K.K., Wilton, P.C. (2001),”Models of consumer satisfaction formation: an extension”, Journal of Marketing Research, Vol. 25 No.May, pp.204-12
Zeithaml, V.A.2009. Consumer perceptions of price, quality and value a means: a means-end model and synthesis of evidence, Journal of Marketing, Vol. 52 No.3, pp. 2-22.
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Published
2019-07-26
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Fajariah, F. (2019). ANALISIS PENGARUH KUALITAS LAYANAN TERHADAP KEPUASAN DAN KEPERCAYAAN PASSANGER PT GARUDA INDONESIA (PERSERO). Valid: Jurnal Ilmiah, 16(2), 136–151. Retrieved from https://journal.stieamm.ac.id/valid/article/view/91
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