PENGARUH SERVICE QUALITY TERHADAP CUSTOMER SATISFACTION DAN CUSTOMER LOYALTY PADA RENTAL ASSA DI SURABAYA
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Keywords:
Service Quality, SERVQUAL Model, Customer satisfaction, Customer loyalty
Abstract
The research was purposed to know and analyze the preference of Service Quality (SERVQUAL) on Customer Satisfaction and Customer Loyalty in PT. Adi Sarana Armada tbk Surabaya. This study was conducted to further examine which dimensions have a major contribution to service quality. Data processing was conducted using SPSS 15 for windows and Amos Graphics 20. The sampling technique that used is non probability sampling with purposive sampling type. The samples that used in this research was 150 respondents, who qualify the specified characteristics of the population. The results of this study indicate the influence between 5 (five) dimensions of Service Quality variable to Variable Satisfaction and Loyalty Variables at PT. Adi Sarana Armada tbk Surabaya in doing car rental.
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References
AI-Hawari, M., Ward, T. and Newby, L. (2009), “The relationship between service quality and retention within the automated and traditional contexts of retail banking”, Journal of Service Management, Vol. 20 No. 4, pp. 455-472.
Bedman Narteh, (2015) "Perceived service quality and satisfaction of self-service technology: The case of automated teller machines", International Journal of Quality & Reliability Management, Vol. 32 Issue: 4, pp.361-380.
Collier, Joel E., and Carol C. Bienstock. 2006. Measuring Service Quality in E-Retailing. Journal of Service Research. Vol. 8, No. 3, pp. 260-275.
Dimitrov, Dimiter M.2006. Comparing Groups on Latent Vari ables: The Journal of Structural Equation Modeling Approach. Work26: 429-436.
Fellesson, M., and M. Friman. 2008. Perceived satisfaction with public transport services in nine European cities. The Journal of Transportation Research Forum. 47:93-103, Transit Issue Special.
Ferdinand, Augusty. 2002. Structural Equation Modelling dalam Penelitian Manajemen. Semarang:
Grove, S.J. and F isk, R.P. (1982), “The service experience as the atre”, The Journal of Advances in Consumer Research, Vol. 19 No. 1, pp.455-461.
Jurusan Management FE-UBAYA, 2008, Panduan Umum Penulisan Skripsi Jurusan Manajemen, Fakultas Ekon omi, Universitas Surabaya (www.journal.ui.ac.id).
Kernbach, S. and Schutte, N.S. (2005), “The impact of service provider emotional intelligence on customer satisfaction”, Journal of Services Marketing, Vol. 19 No. 7, pp. 438-44.
Kuncoro, Mudrajat. 2001. Metode Kuantitatif : Teori dan Aplikasi untuk Bisnis danEkonomi. Yogyakarta: UPP-AMP YKPN.
Min Zhang Yueyue Xie Lili Huang Zhen He , (2013),"Service quality evaluation of car rent al industry in China", International Journal of Quality & Reliability Management,Vol. 31 Iss 1 pp.82-102
Mohammad Al‐Hawari, Tony Ward, Leonce Newby, (2009) "The relationship between service quality and retention within the automated and traditional contexts of retail banking", Journal of Service Management, Vol. 20 Issue: 4, pp.455-472.
Nunnally, J.C. (1978). Psychometric Theory,2nd edition.New York: McGraw-Hill Book.
Parasuraman, A. Valerie. 2001. Delivering QualityService.Terjemahan Sutanto.New York: The Free Press.
Parasuraman, A., Zeithaml, V.A. and Berry, L.L. (2005), “A conceptual model of service quality and its implications for future research”, Journal of Marketing, Vol. 49 No. 4, pp. 41-50.
Parasuraman, A., Zeithaml, V. and Berry, L.L. (2005), “SERVQUAL: a multiple item scale for measuring consumer perceptions of service quality”, Journal of Retailing, Vol. 6 No. 1, pp. 12-40.
Purwanto. (2010). Evaluasi Hasil Belajar. Yogyakarta : Pustaka Pelajar. Pollack, J. M. (2009). Social Tiess & Team-Member Exchange as Antecedents toPerformance In Networking Groups. Virginia Commonwealth University :Dissertation.
Schneider, B., and S. White. 2004. Service Quality: Research Perspectives. Thousand Oaks: Sage.
Sugiyono. 2013. Metode Penelitian Pendidikan (Pendekatan Kuantitatif, Kualitatif, dan R&D).Bandung : Alfabeta.
Sugiyono. 2013. Statistika Untuk Penelitian. Bandung: Alfabeta.
Sekaran, Uma & Bougie, Roger. 2010. Research Method for Business A Skill Building Approach (5thEdition).United Kingdom: John Wiley & Sons Lt
http://eprints.dinus.ac.id/17551/1/jurnal_16431.pdf
https://www.google.co.id/?gws_rd=cr,ssl&ei=EV5wWdX7EIfH0gSC5ZsY#q=assa+rent
http://www.okkarent.com/v2/
http://assarent.co.id/bisnis-kami/assarent/
http://www.autonetrentcar.com/
https://id.wikipedia.org;www.Adi_Sarana_Armada.com
http://www.sewamobilsurabayarentcartermurah.com/
Bedman Narteh, (2015) "Perceived service quality and satisfaction of self-service technology: The case of automated teller machines", International Journal of Quality & Reliability Management, Vol. 32 Issue: 4, pp.361-380.
Collier, Joel E., and Carol C. Bienstock. 2006. Measuring Service Quality in E-Retailing. Journal of Service Research. Vol. 8, No. 3, pp. 260-275.
Dimitrov, Dimiter M.2006. Comparing Groups on Latent Vari ables: The Journal of Structural Equation Modeling Approach. Work26: 429-436.
Fellesson, M., and M. Friman. 2008. Perceived satisfaction with public transport services in nine European cities. The Journal of Transportation Research Forum. 47:93-103, Transit Issue Special.
Ferdinand, Augusty. 2002. Structural Equation Modelling dalam Penelitian Manajemen. Semarang:
Grove, S.J. and F isk, R.P. (1982), “The service experience as the atre”, The Journal of Advances in Consumer Research, Vol. 19 No. 1, pp.455-461.
Jurusan Management FE-UBAYA, 2008, Panduan Umum Penulisan Skripsi Jurusan Manajemen, Fakultas Ekon omi, Universitas Surabaya (www.journal.ui.ac.id).
Kernbach, S. and Schutte, N.S. (2005), “The impact of service provider emotional intelligence on customer satisfaction”, Journal of Services Marketing, Vol. 19 No. 7, pp. 438-44.
Kuncoro, Mudrajat. 2001. Metode Kuantitatif : Teori dan Aplikasi untuk Bisnis danEkonomi. Yogyakarta: UPP-AMP YKPN.
Min Zhang Yueyue Xie Lili Huang Zhen He , (2013),"Service quality evaluation of car rent al industry in China", International Journal of Quality & Reliability Management,Vol. 31 Iss 1 pp.82-102
Mohammad Al‐Hawari, Tony Ward, Leonce Newby, (2009) "The relationship between service quality and retention within the automated and traditional contexts of retail banking", Journal of Service Management, Vol. 20 Issue: 4, pp.455-472.
Nunnally, J.C. (1978). Psychometric Theory,2nd edition.New York: McGraw-Hill Book.
Parasuraman, A. Valerie. 2001. Delivering QualityService.Terjemahan Sutanto.New York: The Free Press.
Parasuraman, A., Zeithaml, V.A. and Berry, L.L. (2005), “A conceptual model of service quality and its implications for future research”, Journal of Marketing, Vol. 49 No. 4, pp. 41-50.
Parasuraman, A., Zeithaml, V. and Berry, L.L. (2005), “SERVQUAL: a multiple item scale for measuring consumer perceptions of service quality”, Journal of Retailing, Vol. 6 No. 1, pp. 12-40.
Purwanto. (2010). Evaluasi Hasil Belajar. Yogyakarta : Pustaka Pelajar. Pollack, J. M. (2009). Social Tiess & Team-Member Exchange as Antecedents toPerformance In Networking Groups. Virginia Commonwealth University :Dissertation.
Schneider, B., and S. White. 2004. Service Quality: Research Perspectives. Thousand Oaks: Sage.
Sugiyono. 2013. Metode Penelitian Pendidikan (Pendekatan Kuantitatif, Kualitatif, dan R&D).Bandung : Alfabeta.
Sugiyono. 2013. Statistika Untuk Penelitian. Bandung: Alfabeta.
Sekaran, Uma & Bougie, Roger. 2010. Research Method for Business A Skill Building Approach (5thEdition).United Kingdom: John Wiley & Sons Lt
http://eprints.dinus.ac.id/17551/1/jurnal_16431.pdf
https://www.google.co.id/?gws_rd=cr,ssl&ei=EV5wWdX7EIfH0gSC5ZsY#q=assa+rent
http://www.okkarent.com/v2/
http://assarent.co.id/bisnis-kami/assarent/
http://www.autonetrentcar.com/
https://id.wikipedia.org;www.Adi_Sarana_Armada.com
http://www.sewamobilsurabayarentcartermurah.com/
Published
2018-03-01
Section
Bidang Manajemen (M)
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