Pengaruh Kualitas Layanan dan Kepuasan Pelanggan terhadap Loyalitas Pelanggan (Studi pada Kereta Api Eksekutif Argo Bromo Anggrek Jurusan Jakarta-Surabaya)

Sachro (2011) Pengaruh Kualitas Layanan dan Kepuasan Pelanggan terhadap Loyalitas Pelanggan (Studi pada Kereta Api Eksekutif Argo Bromo Anggrek Jurusan Jakarta-Surabaya). Doctor thesis, Universitas Brawijaya.

Abstract

Tujuan penelitian adalah untuk menganalisis, mengidentifikasi dan membuktikan pengaruh kualitas layanan terhadap kepuasan; pengaruh kualitas Pelayanan terhadap loyalitas pelanggan; pengaruh kepuasan pelanggan terhadap loyalitas pelanggan. Sampel penelitian pengguna jasa Transportasi Kereta Api Argo Bromo Anggrek Jakarta-Surabaya ketika berada di atas Kereta api. Sampel diambil dengan menggunakan teknik purposive samping yaitu keberadaan populasi tidak bisa diperkirakan. Setelah quesioner dibagikan ternyata jumlah sampel yang terkumpul sebanyak 300 responden dengaan cara diserahkan di atas Kereta api Jakarta-Surabaya dan Surabaya-Jakarta. Metode analisis data menggunakan SEM (Structural Equation Model). Alasan penggunaan SEM adalah penelitian ini menggunakan 3 variabel penelitian yaitu Kualitas Pelayanan, Kepuasan Pelanggan, dan Loyalitas Pelanggan. Hasil penelitian menunjukkan bahwa dimensi empati pada variabel kualitas pelayanan berpengaruh positif terhadap loyalitas pelanggan. Kualitas Pelayanan yang baik terbukti mempengaruhi Loyalitas Pelanggan melalui variabel mediator Kepuasan Pelanggan. Kepuasan Pelanggan berpengaruh terhadap Loyalitas Pelanggan.

English Abstract

The objective of the study is to analyze, identify and prove the influence of service quality on satisfaction; the influence of service quality on customer loyalty; the influence of customer satisfaction on customer loyalty. The research sample was the passengers of Argo Bromo Anggrek Train Service, Jakarta-Surabaya, while they were on the train. The sample was taken by using purposive sampling method. After the questionnaires were distributed, 300 respondents returned the questionnaires on the train of Jakarta-Surabaya and Surabaya-Jakarta. The data were analyzed using SEM (a Structural Equation Model), because the study used 3 (three) research variable, i.e. service quality, customer satisfaction and customer loyalty. The findings of the research showed that the empathy dimension on the service quality variable positively influenced the customer loyalty. The good service quality was proved to influenced the customer loyalty. The good service quality was proved to influence customer loyalty through the mediator variable, i.e. customer satisfaction. The customer satisfaction influenced customer loyalty.

Item Type: Thesis (Doctor)
Identification Number: DES/658.812/SAC/p/061200959
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: 21 Sep 2012 11:12
Last Modified: 21 Sep 2012 11:12
URI: http://repository.ub.ac.id/id/eprint/161296
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