Pengaruh Service Quality terhadap Satisfaction, Trust, dan Loyalitas dalam Membentuk Word of Mouth (Studi pada Resto di Kota Tuban)

Sa`adah, Jahizatus (2011) Pengaruh Service Quality terhadap Satisfaction, Trust, dan Loyalitas dalam Membentuk Word of Mouth (Studi pada Resto di Kota Tuban). Magister thesis, Universitas Brawijaya.

Abstract

Penelitian ini menguji dan menganalisis pengaruh service quality terhadap satisfaction , trust , dan loyalitas konsumen, menguji dan menganalisis pengaruh satisfaction terhadap trust konsumen, menguji dan menganalisis pengaruh trust terhadap loyalitas konsumen, menguji dan menganalisis pengaruh satisfaction , trust, dan loyalitas konsumen terhadap word of mouth, serta menguji dan menganalisis pengaruh service quality terhadap word of mouth pada resto di kota Tuban. Penelitian yang dilakukan termasuk penelitian penjelasan ( explanatory research) , yaitu menjelaskan hubungan kausal antara variabel-variabel penelitian melalui pengujian hipotesa. Penelitian ini menggunakan sampel sebanyak 200 responden. Sedangkan teknik pengambilan sampel menggunakan convenience sampling. Analisis data yang digunakan adalah analisis jalur ( path analysis ). Hasil dari penelitian ini adalah (1) service quality memiliki pengaruh secara signifikan terhadap satisfaction konsumen (2) service quality memiliki pengaruh secara signifikan terhadap trust konsumen (3) service quality tidak memiliki pengaruh secara signifikan terhadap loyalitas konsumen (4) satisfaction memiliki pengaruh secara signifikan terhadap trust konsumen (5) trust memiliki pengaruh secara signifikan terhadap loyalitas konsumen (6) satisfaction tidak memiliki pengaruh secara signifikan terhadap word of mouth (7) trust tidak memiliki pengaruh secara signifikan terhadap word of mouth (8) loyalitas konsumen memiliki pengaruh secara signifikan terhadap word of mouth (9) service quality memiliki pengaruh secara signifikan terhadap word of mouth .

English Abstract

This study examines and analyzes influence of service quality on satisfaction, trust, and customer loyalty, examine and analyze influence of satisfaction on consumer trust, examine and analyze influence of trust on customer loyalty, examine and analyze influence of satisfaction, trust, and consumer loyalty to word of mouth , as well as test and analyze influence of service quality on word of mouth at restaurant in town of Tuban. Research conducted includes studies explanation (explanatory research), which describes causal relationship between variables of research by testing hypo ses. This study used a sample of 200 respondents. While sampling technique using a convenience sampling. Analysis of data used was path analysis (path analysis). results of this study were (1) service quality has a significant influence on consumer satisfaction (2) service quality has a significant influence on consumer trust (3) service quality has no significant influence on consumer loyalty (4) satisfaction has a significant influence of consumer trust (5) trust has a significant influence on consumer loyalty (6) satisfaction has no significant effect of word of mouth (7) trust has no significant effect of word of mouth (8) customer loyalty has a significant influence on word of mouth (9) service quality has a significant influence on word of mouth.

Item Type: Thesis (Magister)
Identification Number: TES/658.812/SAA/p/041103180
Subjects: 600 Technology (Applied sciences) > 658 General management > 658.8 Managemet of marketing
Divisions: S2/S3 > Magister Manajemen, Fakultas Ekonomi dan Bisnis
Depositing User: Endro Setyobudi
Date Deposited: 04 Oct 2011 11:17
Last Modified: 04 Oct 2011 11:17
URI: http://repository.ub.ac.id/id/eprint/159915
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