PENGARUH DIMENSI SERVICE QUALITY TERHADAP CUSTOMER LOYALTY MELALUI CUSTOMER SATISFACTION SUPERMARKET SUPER INDO SATELIT UTARA DI SURABAYA

  • Billy Soemenap Jurusan Manajemen Pemasaran Fakultas Bisnis dan Ekonomika Universitas Surabaya
Abstract Views: 259 times
PDF - FULL TEXT Downloads: 237 times
Keywords: Responsiveness, Empathy, Customer Satisfaction, Repurchase Intention, Positive Word of Mouth

Abstract

Pada era moderen saat ini, dimana persaingan dalam dunia bisnis semakin ketat, salah satunya adalah bisnis ritel. perusahaan dituntut untuk bisa mempertahankan pelanggannya dan mempunyai daya saing dibandingkan dengan kompetitornya. Oleh karena itu meningkatkan kepuasan pelanggan dan memberikan service quality yang lebih baik dari kompetitor akan membantu perusahaan dalam membedakan penawarannya.   Penelitian ini bertujuan untuk mengetahui dan menganalisis pengaruh tangibles, reliability, responsiveness, assurance, empathy terhadap repurchase intention  dan positive word of mouth (p-WOM) melalui customer satisfaction di Supermarket Super Indo Satelit Utara di Surabaya. Data diperoleh melalui riset 165 pelanggan Super Indo Satelit Utara yang setidaknya berbelanja minimal tiga kali dalam tiga bulan terakhir dan pernah merekomendasikan Super Indo Satelit Utara kepada orang lain, dan data dianalisis menggunakan SEM dengan software Lisrel versi 8.70. Teknik pengambilan sampel yang digunakan dalam penelitian ini adalah teknik non probability sampling.  Hasil dari penelitian ini menunjukkan tangibles, reliability, responsiveness, dan empathy memiliki pengaruh positif dan signifikan terhadap customer satisfaction Supermarket Super Indo Satelit Utara. Sedangkan assurance tidak berpengaruh signifikan terhadap customer satisfaction Supermarket Super Indo Satelit Utara. Variabel customer satisfaction akan membentuk customer loyalty berupa repurchase intention dan positive word of mouth (p-WOM) pada Supermarket Super Indo Satelit Utara.

Downloads

Download data is not yet available.

References

Anderson, E.W., (1998), “Customer Satisfaction and Word of Mouth”, Journal of Service Research, Volume 1, no.1

Bougoure, U. and Lee, B. (2009), “Service quality in Hong Kong: wet markets vs supermarkets”, British Food Journal, Vol. 111 No. 1, pp. 70-9.

Chaniotakis Ioannis E., Constantine Lymperopoulos, (2009) Service quality effect on satisfaction and word of mouth in the health care industry, Managing Service Quality, 19(2), 2009, 229-242

Cronin, Brady, Hult. (2000), “Assessing the Effects of Quality, Value, and Customer Satisfaction on Consumer Behavioral Intentions in Service Environments”, Journal of Retailing. Vol. 76 pg.193-218

Davidow, and Moshe, (2003), “Have You Heard The Word? The Effect Of Word Of Mouth On Perceived Justice, Satisfaction And Repurchase Intentions Following Komplain Handling”, Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior. Provo: 2003. Vol. 16 pg. 67

Duffy, J.A., Duffy, M. and Kilbourne, W. (1997), “Cross national study of perceived service quality in long-term care facilities”, Journal of Aging Studies, Vol. 11 No. 4, pp. 327-36.

Ghobadian, A., Speller, S. and Jones, M. (1994), “Service quality: concepts and models”, International Journal of Quality & Reliability Management, Vol. 11 No. 9, pp. 43-66.

Gounaris, S.P., Stathakopoulos, V. and Athanassopoulos, A.D. (2003), “Antecedents to perceived service quality: an exploratory study in the banking industry”, International Journal of Bank Marketing, Vol. 21 No. 4, pp. 168-90

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

Gronroos, C. (2001), “The perceived service quality concept – a mistake?”, Managing Service Quality, Vol. 11 No. 3, pp. 150-2.

Harrison, L. Jean-Walker, 2001, “The Measurement Of Word Of Mouth Communication And An Investigation Of Service Quality And Customer Commitment As Potential Antecedents”, Journal of Service Research, Vol. 4, No. 1, pp. 60-75

Hellier, P.K., Geursen, G.M., Carr, R.A., Rickard, J.A., “Customer repurchase intention: A general structural equation model”, European Journal of Marketing Vol. 37 No. 11/12, 2003 pp. 1762-1800

Huang, Y.K., (2009), “The Effect of Airline Service Quality on Passengers’ Behavioural Intentions Using SERVQUAL Scores: A TAIWAN Case Study”, Journal of the Eastern Asia Society for Transportation Studies, Vol.8, 2009
Published
2017-09-01
Issue
Vol. 6 No. 2 (2018): Calyptra : Jurnal Ilmiah Mahasiswa Universitas Surabaya (Maret)
Section
Bidang Manajemen (M)

Creative Commons License

  • Articles published in CALYPTRA are licensed under a Creative Commons Attribution-ShareAlike 4.0 International license. You are free to copy, transform, or redistribute articles for any lawful purpose in any medium, provided you give appropriate credit to the original author(s) and the journal, link to the license, indicate if changes were made, and redistribute any derivative work under the same license.
  • Copyright on articles is retained by the respective author(s), without restrictions. A non-exclusive license is granted to CALYPTRA to publish the article and identify itself as its original publisher, along with the commercial right to include the article in a hardcopy issue for sale to libraries and individuals.
  • By publishing in CALYPTRA, authors grant any third party the right to use their article to the extent provided by the Creative Commons Attribution-ShareAlike 4.0 International license.