PENGARUH KUALITAS LAYANAN TERHADAP KEPUASAN PELANGGAN DALAM MEMBENTUK LOYALITAS PELANGGAN McDONALD’S BASUKI RAHMAT SURABAYA
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Keywords:
kualitas pelayanan, kepuasan pelanggan, loyalitas pelanggan
Abstract
Tujuan dari penelitian ini adalah untuk menganalisa bagaimana kualitas pelayanan dapat mempengaruhi kepuasan pelanggan dalam membentuk loyalitas pelanggan terhadap McDonald Basuki Rahmat Surabaya. Penelitian ini menggunakan Structural Equation Modeling (SEM) dengan software AMOS versi 18.0. Teknik pengambilan sampel dalam penelitian ini adalah teknik non probability sampling dengan jenis convenience sampling. Penelitian ini menggunakan survei untuk mengumpulkan data dengan bertanya secara langsung kepada responden melalui kuesioner. Jumlah sampel dalam penelitian ini adalah 155 responden. Hasil penelitian menunjukkan bahwa lima dimensi, tangibility, empati, reliability, responsiveness, dan assurance, mempengaruhi kualitas pelayanan. Hasil lain menunjukkan bahwa kepuasan pelanggan tidak mempengaruhi loyalitas pelanggan. Pengaruh langsung kualitas pelayanan terhadap loyalitas pelanggan tidak mempertahankan penelitian, karena peneliti tidak menemukan hubungan langsung yang signifikan antara kualitas pelayanan dan loyalitas pelanggan.
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References
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Wijaya, Serli., 2005. Studi Eksploratorif Perilaku Mahasiswa UK Petra Dalam memilih fast food Restaurant dan Non Fast Food Restaurant di Surabaya, Jurnal Manajemen Perhotelan, Vol 1, No 2, September 2005:80-86
Wang I-Ming dan Chich-Jen Shieh., 2006. The Relationship Between Service Quality and Customer Satisfaction : the example of CJCU library.
Wijayanto, Setyo .H., 2008. Structural Equation Modelling dengan Lisrel 8.8, Graha Ilmu, Yogyakarta.
Zeithaml, V .A., Berry, L.L., Parasuraman, A., 1990. Delivering Quality Service : Balancing Customer Perception and Expectation, the Free Press, New York
Zeithaml, V .A., Mary Jo Bittner, and Dwayne D. Gremler.,2006. Service Marketing: Integrity Customers Focus Accros the Firm. 4th Edition. New York: McGraw-Hill
Blumberg, Donald,F., 1991. Managing Service as a Strategic Profit Center, International Edition, Mc Graw-Hill Inc.,New York
Boone, Louis E. dan David L.Kurtz.,1995. Contemporary Marketing Plus, 8th Edition. Florida: The Dryden Press
Dutka, Alan., 1994. AMA Handbook for Customer Satisfaction : A Complete guide to Research, Planning and Implementation, International Edition, NTC Business Book,Lincolnwood, Illionis : New York
Ferdinand,Agusty.,2002. Structural Equation ModelingDalam Penelitian Manajemen Aplikasi Model-Model Rumit Dalam Penelitian Untuk Tesis Magister dan Disertasi Doktor, Fakultas Ekonomi UNDIP, Semarang
Griffin, Jill., 1995. Consumer Loyalty : How To Earn It, How To Keep It, A Divisionor Simon And Schuster Inc, New York
Hasan, Ali., 2008. Marketing, Media Presindo, Jakarta
Kotler,Philip.,2003. Marketing Management : Eleventh Edition, Upper Saddle River: Prentice Hall
Kotler, Philip., 2001 . Marketing Management Milenium Edition, Tenth Edition., Prentice Hall International Inc., Upper Sadle River , New Jersey
Kotler, Philip., 1997. Marketing Management : Analysis, Planning, Implementation, and Control, 9th Edition., Prentice Hall International, Inc., Upper Sadle River, New Jersey
Kotler, Philip., Bowen, John., and Makens, James., 1999. Marketing for Hospitality and Tourism , 2nd Edition., Prentice Hall International, Inc., Englewood Cliffs, New Jersey.
Lupiyoadi, Rambat., A.Hamdani., 2006. Manajemen Pemasaran Jasa, Edisi kedua . Jakarta : Penerbit : Salemba Empat.
Musanto, Trisno., 2004. Faktor-faktor Kepuaan Pelanggan dan Loyalitas Pelanggan: Studi Kasus pada CV. Sarana Media Advertising Surabaya.
Nasution M.N., 2004. Management Jasa Terpadu: Total Service Management. Bogor: Gahlia Indonesia
Rahayu,D.S., 2008. Pengaruh Kepuasan Pelanggan Terhadap Loyalitas Pelanggan di Restoran Panda Kitchen di G-Walk, Citraland, Surabaya, Universitas Surabaya
Segoro, Waseo., 2011. Pengaruh Persepsi Kualitas Pelayanan, Faktor Penambat Dan Kualitas Hubungan Relasional Terhadap Kepuasan Dan Loyalitas Pelanggan:Suatu Penelitian Pada Penyedia Jasa Telepon Selular Di Jawa Barat, Jurnal Telekomunikasi dan Komputer, vol 2, no2, 181-198
Wijaya, Serli., 2005. Studi Eksploratorif Perilaku Mahasiswa UK Petra Dalam memilih fast food Restaurant dan Non Fast Food Restaurant di Surabaya, Jurnal Manajemen Perhotelan, Vol 1, No 2, September 2005:80-86
Wang I-Ming dan Chich-Jen Shieh., 2006. The Relationship Between Service Quality and Customer Satisfaction : the example of CJCU library.
Wijayanto, Setyo .H., 2008. Structural Equation Modelling dengan Lisrel 8.8, Graha Ilmu, Yogyakarta.
Zeithaml, V .A., Berry, L.L., Parasuraman, A., 1990. Delivering Quality Service : Balancing Customer Perception and Expectation, the Free Press, New York
Zeithaml, V .A., Mary Jo Bittner, and Dwayne D. Gremler.,2006. Service Marketing: Integrity Customers Focus Accros the Firm. 4th Edition. New York: McGraw-Hill
Published
2013-09-20
Section
Bidang Manajemen (M)
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