PENGARUH EMPLOYEE SATISFACTION TERHADAP CUSTOMER SATISFACTION DAN CUSTOMER LOYALTY RESTORAN KELUARGA DI SURABAYA

  • Dion Heggie Hartono Goey Jurusan Manajemen Fakultas Bisnis dan Ekonomika Universitas Surabaya
Abstract Views: 96 times
PDF - FULL TEXT Downloads: 576 times
Keywords: employee satisfaction, customer satisfaction dan customer loyalty

Abstract

Penelitian ini bertujuan untuk membuktikan pengaruh antara employee satisfaction terhadap customer satisfaction dan customer loyalty restoran keluarga di Surabaya. Jenis penelitian yang digunakan adalah penelitian kausal dengan pendekatan kuantitatif. Penelitian ini menggunakan pendekatan purposive sampling yang merupakan teknik pengambilan sampel berdasarkan pertimbangan atau penilaian pribadi peneliti terkait dengan karakteristik populasi yang sesuai untuk dijadikan sampel penelitian. Responden dalam penelitian ini berjumlah 210 orang. Analisis dalam penelitian ini menggunakan SEM (Structural Equation Modeling) dan diolah menggunakan software SPSS versi 18.0 for Windows serta AMOS versi 22.0 for Windows untuk pengujian Model Measurement dan Structural.Hasil penelitian ini menunjukkan bahwa hipotesis 1 dan 3 telah terdukung dan berpengaruh positif signifikan yaitu employee satisfaction berpengaruh positif signifikan terhadap customer satisfaction,  Customer satisfaction berpengaruh positif signifikan terhadap customer loyalty. Sedangkan hiptesis 2 tidak terdukung dan tidak signifikan yaitu  employee satisfaction berpengaruh positif signifikan terhadap customer satisfaction    

Downloads

Download data is not yet available.

References

Ahearne, M., Bhattacharya, C.B., Gruen, T., 2005. Antecedents and consequences of customer-company identification: expanding the role of relationship marketing. Journal of Applied Psychology 90 (3), 574– 585.

Allen, N.J., Grisaffe, D.B., 2001.Employee commitment to the organization and customer reactions: mapping the linkages. Human Resource Management Review11 (3), 209–236.

Bernhardt, K.L., Donthu, N., Kennett, P.A., 2000. A longitudinal analysis of satisfaction and profitability. Journal of Business Research 47 (2), 161–171

Bolton, R.N., Kannan, P.K., Bramlet, M.D., 2000. Implications of loyalty program membership and service experiences for customer retention and value. Journal of Academy Marketing Science 28 (1), 95–108.

Brown, S.P., Lam, S.K., 2008. A meta-analysis of relationships linking employee satisfaction to customer responses. Journal of Retailing 84 (3), 243–255.

Chi, C.G., Gursoy, D., 2009.Employee satisfaction, customer satisfaction, and Financial performance: an empirical examination. International Journal of Hospitality Management 28 (2), 245–253.

Dick, A.S., Basu, K., 1994. Customer loyalty: toward an integrated conceptual framework. Journal of the Academy of Marketing Science 22 (2), 99– 113.

Hair, J.F., Black, W.C., Babin, B.J., dan Anderson, R.E., 2010, Multivariate Data Analysis: A global perspective, 7th edition, New Jersey: Pearson Prentice Hall. Jones, M. A., Reynolds, K. E., & Arnold, M. (2006). Hedonic and utilitarian shopping value: investigating differential effects on retail outcomes. Journal of Business Research, 59(9), 974-981

Harter, J.K., Schmidt, F.L., Hayes, T.L., 2002. Business-unit-level relationship Between employee satisfaction, employee engagement, and business outcomes: a meta analysis. Journal of Applied Psychology 87 (2), 268–279.

Iacobucci D. (2009).Structural equations modeling: Fit Indices, sample size, and advanced topics. Journal of Consumer Pshycology 20 (2010) 90–98

Indrawati,A.D., 2013. Pengaruh Kepuasan Kerja terhadap Kinerja Karyawan dan kepuasan Pelanggan di Rumah Sakit Swasta di Kota Denpasar. Jurnal Management, StrategiBisnis, dan Kewirausahaan, Vol.7, No.2, 135-142

Jung, H.S.,Yoon, H.H., 2012. Why do satisfied customer switch? Focus on the restaurant patron variety-seeking orientation and purchase decision involvement. International Journal of Hospitality Management 31 (3), 875–884.

Jung, H.S.,Yoon, H.H.,2013. Do employees’ satisfied customers respond with an satisfactory relationship?The effects of employees’ satisfaction oncustomers’ satisfaction and loyalty in afamily restaurant. International Journal of Hospitality Management, Vol. 34,1-8.

Loveman, G.W., 1998. Employee satisfaction, customer loyalty and financial Performance :an empirical examination of the service profit chain in retail banking. Journal of Service Research 1 (1), 18–31.

Marsum A.W., 2005. Restoran dan Segala Permasalahannya, Edisi IV. Yogyakarta: Andi.

Oliver, R., 1980. A cognitive model of the antecedents and consequences of Satisfaction decisions. Journal of Marketing Research 17 (4), 460–469.

Randy, B., 2000. Why loyal employees and customers improve the bottom line. Journal for Quality and Participation 23 (2), 40–44.

Rucci, A.J., Kirn, S.P., Quinn, R.T., 1998. The employee-customer-profit chain at Sears. Harvard Business Review January/February, 82–97.
Published
2018-03-01