PENGARUH DIMENSI-DIMENSI SERVICE QUALITY TERHADAP LOYALTY MELALUI CUSTOMER SATISFACTION PADA TOKO BUKU CENTRA MEDIA SIDOARJO
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Keywords:
service quality dimensions, customer satisfaction, repurchase intention, word of mouth
Abstract
Tujuan penelitian ini adalah untuk membuktikan pengaruh dari dimensi service quality terhadap loyalty melalui customer satisfaction pada Toko Buku Centra Media. Responden dalam penelitian berjumlah 150 orang. Analisis dalam penelitian ini menggunakan SEM (Structural Equation Modeling) dan diolah menggunakan software SPSS versi 21.0 for Windows serta AMOS versi 22.0 for Windows. Hasil penelitian menunjukkan dari 7 hipotesis terdapat 4 hipotesis telah terdukung dan berpengaruh positif signifikan dan tiga hipotesis tidak terdukung dan tidak signifikan.
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References
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Lee, J., Kim, H., Ko, Y.J. and Sagas, M, 2011, The influence of service quality on satisfaction and intention: a gender segmentation strategy, Sport Management Review, Vol. 14, pp. 54-63.
Aryadi, Doddy F, 2013, Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pelanggan (Studi pada Giant Supermarket Dinoyo Malang), Jurnal Universitas Brawijaya Malang.
Carol Lu., Celine Berchoux., Michael W Marek and Brendan Chen, 2015, Service quality and customer satisfaction: qualitative research implications for luxury hotels, International Journal of Culture, Tourism and Hospitality Research, Vol. 9 Iss 2 pp. 168 – 182.
Dunne, Patrick M. dan Lusch, Robert F., 2008, Edisi-6. Retailing. China: Thomson South Western.
Fandy Tjiptono, 2005. Pemasaran Jasa, Malang: Bayumedia Publishing.
Gremler, and Brown, 1999, The loyalty ripple effect: Appreciating the full value of customers, International Journal of Service Industry Management, Vol. 10 No.3, 1999, pp. 271-291.
Jamal, A. and Anastasiadou, K., 2007, Investigating the effects of service quality dimensions and expertise on loyalty, European Journal of Marketing, Vol. 43 Nos 3/4, pp. 398-420.
Jayawedhena, C, Wright, L.T., 2008, An empirical investigation into e-shopping excitement: antecedents and effects, European Journal of Marketing Vol. 43 No. 9/10, 2009 pp 1171-1187.
Kassim, N. and Abdullah, N.A., 2010, The effect of perceived service quality dimensions on customer satisfaction, trust, and loyalty in e-commerce settings, Asia Pacific Journal of Marketing, Vol. 22 No. 3, pp. 351-71.
Kandampully, J. and Suhartanto, D., 2000, Customer loyalty in the hotel industry: the role of customer satisfaction and image, International Journal of Contemporary Hospitality Management, Vol 12 No.6, pp. 346-51.
Kitapci, O., Dortyol, I.T., Yaman, Y., and Gulmez, Y., 2013, The Paths From Service Quality Dimensions to Customer Loyalty: An application on supermarket customers. Management Research Review, vol. 36 no.3.
Kitapci, O., Akdogan, C., Dortyol, I.T, 2014, The Impact of Service Quality Dimensions on Patient Satisfaction, Repurchase Intention and Word-of-Mouth Communication in The Public Healthcare Industry. Social and Behavioral Sciences 148 (161-169).
Kotler, Philip, 2003, Marketing Management: Analysis Planning, Implementation and Control. 9th Edition, Englewood Cliffs, New Jersey: Prentice-Hall Inc.
Kotler, Philip., & Keller, K. L, 2012, Manajemen Pemasaran (1st ed.). Jakarta: Erlangga.
Lee, J., Kim, H., Ko, Y.J. and Sagas, M, 2011, The influence of service quality on satisfaction and intention: a gender segmentation strategy, Sport Management Review, Vol. 14, pp. 54-63.
Published
2018-03-01
Section
Bidang Manajemen (M)
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