Irawan, Bambang (2011) Kualitas Layanan dan Pengaruhnya terhadap Kepuasan Kepercayaan dan Loyalitas Pengguna Jasa Moda Transportasi Kereta Api Kelas Eksekutif (Studi pada PT. Kereta Api Indonesia Daops VIII dan Daops IX). Doctor thesis, Universitas Brawijaya.
Abstract
Tujuan penelitian adalah mengukur, mengidentifikasi dan membuktikan: pengaruh kualitas layanan indikator ROPMIS yang meliputi: resource, outcome, process, management, image, dan social responsibility terhadap kepuasan, kepercayaan dan loyalitas pengguna jasa moda transportasi kereta api Mutiara Timur eksekutif yang beroperasi di Daop VIII dan Daop IX. Pengambilan sampel penelitian menggunakan teknik purposive sampling . Ukuran sampel penelitian 120 responden. Motode analisis ialah Structural Equation Model ( SEM ) dengan menggunakan Program AMOS 6.0. Variabel penelitian meliputi: kualitas layanan, kepuasan, kepercayaan dan loyalitas. Hasil analisis menunjukkan mutu sumberdaya, kepuasan terhadap mutu layanan, persepsi terhadap risiko, dan niat konsumen untuk melakukan pembelian ulang merupakan indicator-indikator yang paling kuat merefleksikan variabel: kualitas layanan, kepuasan, kepercayaan, dan loyalitas. Kualitas layanan yang baik terbukti memengaruhi loyalitas baik langsung maupun dimediasi oleh kepuasan dan kepercayaan. Kepuasan dan kepercayaan merupakan variabel mediasi yang meningkatkan pengaruh kualitas layanan terhadap loyalitas.
English Abstract
The objective of research is to measure, identify and prove the effect of service quality of the ROPMIS indicator which include: resources, outcome, process, management, image, and social responsibility on satisfaction, trust and loyalty of the user of transportation mode of executive class train Mutiara Timur which operates in Daop VIII (Operating Area VIII) and Daop IX (Operating Area IX). The research sample was selected using purposive sampling technique. The size of research sampling is 120 respondents. The analysis methods used is Structural Equation Model (SEM ) supported by AMOS 6.0. Program. The research variables involve service quality, satisfaction, trust, and loyalty. The result of analysis showed the quality of resources, satisfaction with service quality, perceptions of risk, and consume intentions to make repeat purchases are the indicators that most strongly reflect variables: service quality, satisfaction, trust, and loyalty. Good service quality is validated obviously as influencing loyalty directly and mediated by satisfaction and trust. Satisfaction and trust is a mediating variable that increases the influence of service quality on loyalty.
| Item Type: | Thesis (Doctor) |
|---|---|
| Identification Number: | DES/658.812/IRA/k/061105107 |
| Subjects: | 600 Technology (Applied sciences) > 658 General management > 658.8 Managemet of marketing |
| Divisions: | S2/S3 > Doktor Kimia, Fakultas MIPA |
| Depositing User: | Endro Setyobudi |
| Date Deposited: | 27 Dec 2011 10:21 |
| Last Modified: | 27 Dec 2011 10:21 |
| URI: | http://repository.ub.ac.id/id/eprint/161292 |
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