PENGARUH KUALITAS LAYANAN, KEPUASAN RELASI, KEPERCAYAAN, DAN KOMITMEN TERHADAP LOYALITAS BISNIS PT MITRA PLASTINDO MAS DI SIDOARJO
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Abstract
Penelitian ini meneliti mengenai pengaruh yang dimiliki oleh kualitas layanan, kepuasan relasi, kepercayaan dan komitmen terhadap loyalitas bisnis PT Mitra Plastindo Mas di Sidoarjo. Penelitian ini mereplikasi penelitian yang berjudul replikasi “Service quality, relationship statisfaction, trust, commitment and business to bussines loyalty” oleh Ruben Chumpitaz Caceres dan Nicholas G. Paparoidamis (2007). Penelitian ini menggunakan objek industri manufaktur karung plastik di Indonesia dan berbeda dengan penelitian sebelumnya yang menggunakan objek industri advertising. Proses pengumpulan data yang dilakukan adalah dengan cara menyebarkan kuesioner kepada pelanggan PT Mitra Plastindo Mas di Sidoarjo, dengan jumlah sampel sebanyak 73 responden. Terbatasnya jumlah populasi pelanggan PT Mitra Plastindo Mas yang di bawah 100, membuat metode pengolahan data yang digunakan peneliti adalah Analisa Regresi Linear Berganda dengan bantuan program SPSS 16. Temuan yang didapatkan dalam penelitian ini bahwa kualitas teknis berpengaruh negatif terhadap kepuasan relasi, kualitas fungsional berpengaruh positif terhadap kepuasan relasi, sedangakan kepuasan relasi berdampak positif terhadap kepercayaan maupun juga komitmen, kepercayaan juga berpengaruh positif terhadap komitmen. Pada akhirnya kepuasan relasi, komitmen serta kepercayaan berpengaruh positif terhadap loyalitas bisnis PT Mitra Plastindo Mas di Sidoarjo.
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