Suharto (2011) Pengaruh Service Quality terhadap Loyalitas Dimediasi Customer Value, Customer Trust (Studi pada Pengguna Jasa PT. Pos Indonesia Persero Malang 65100). Doctor thesis, Universitas Brawijaya.
Abstract
Tujuan penelitian ini mendeskripsikan persepsi pengguna jasa PT. Pos Indonesia (Persero) Malang 65100 atas: (1) Service quality customer value , customer trust , Loyalitas pengguna jasa PT. Pos Indonesia (Persero) Malang 65100. (2) Menganalisis indikator-indikator pembentuk variabel yang paling dominan sebagai pembentuk varibel service quality, customer value customer trust dan loyalitas. (3) Menjelaskan pengaruh variabel service quality terhadap customer value, customer trust dan loyalitas serta pengaruh service quality terhadap loyalitas yang dimediasi customer value dan customer trust. Pendekatan penelitian positivis (kuantitatif), populasi pengguna jasa PT. Pos Indonesia (Persero) Malang 65100 yang sedang melakukan antrian di loket pelayanan, sampel sebanyak 170 responden. Teknik analisis data secara deskriptif dan inferensial dengan Structural Equation Modeling (SEM). Hasil penelitian menunjukkan: (1) persepsi pengguna jasa atas service quality baik, lingkungan fisik kantor merupakan faktor yang dinilai dominan mempengaruhi. (2) customer value tinggi, karena pengorbanan customer dirasakan sebanding dengan harapan, merupakan pengaruh yang dinilai paling dominan. (3) Customer trust dipersepsi tinggi, terbentuk atas kemampuan personal yang memadai. (4) Loyalitas konsumen terkatagori tinggi, (5) Service quality berpengaruh positif dan signifikan terhadap cutomer value, customer trust dan loyalitas . (6) Customer value berpengaruh positif dan signifikan terhadap customer trust dan loyalitas serta Customer trust berpengaruh positif dan signifikan terhadap loyalitas. Implikasi teoritis penelitian ini dapat menjelaskan bahwa service quality yang dipersepsi baik oleh customer belum cukup untuk membangun loyalitas. Service quality yang baik harus dapat menjadikan customer value dan customer trust yang baik juga agar loyalitasnya semakin tinggi. Sebagai implikasi praktis, dalam situasi persaingan yang sangat ketat PT. Pos Indonesia (Persero) Malang 65100 harus selalu melakukan pelayanan yang consumer oriented dan customer oriented agar dapat mencapai customer value dan customer trust sehingga PT. Pos dapat memiliki competitive advantage dibanding dengan industri jasa substitusi, agar supaya loyalitas customer tinggi.
English Abstract
This study aimed at describing the customer service quality perception of PT. Pos Indonesia (Persero) Malang on: (1) the service quality, customer value, customer trust, as well as customer loyalty to PT. Pos Indonesia Malang 65100. (2) Analyzing the indicators constructing the dominant variable among the variables of service quality, customer value, customer trust, and loyalty. (3) Explaining the effect of the variable of service quality on customer value, customer trust, and loyalty as well as the effect of service quality on the loyalty mediated by customer value and customer trust. The study used positivist (quantitative) approach; the population was the customers of PT. Pos Indonesia Malang 65100 who were queuing on the service counter, numbered samples of 170. The sampling technique was carried out descriptively and inferentially by using Structural Equation Modeling (SEM). The findings show that: (1) the customer perception of the service users on the service quality was good and the factor of office physical environment was regarded the dominant effect. (2) The customer value was high; the tradeoff matched the expectation and was regarded had mainly affected. (3) The customer trust was perceived high, constructed by the good personal skills. (4) The loyalty was categorized high. (5) Service quality had positive and significant effects on customer value, customer trust, and loyalty. (6) Customer value had positive and significant effects on customer trust and loyalty, and customer trust had positive and significant effects on the customer loyalty. The theoretical implication in the study can explain that customer wellperceived service quality is inadequate to gain customer loyalty. Good quality service should be capable in gaining high customer value and customer trust to boost the customer loyalty. The practical implication is that in a fierce competition PT. Pos Indonesia (Persero) Malang 65100 should always perform consumer-oriented and customer-oriented service to achieve the customer value and customer trust, therefore, PT. Pos will have a competitive advantage compared to other substitutive service providers to build high customer loyalty.
| Item Type: | Thesis (Doctor) |
|---|---|
| Identification Number: | DES/658.812/SUH/p/061200041 |
| 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: | 18 Sep 2012 11:07 |
| Last Modified: | 18 Sep 2012 11:07 |
| URI: | http://repository.ub.ac.id/id/eprint/161298 |
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