PENGARUH HARGA DAN KUALITAS PELAYANAN TERHADAP LOYALITAS DI MEDIASI OLEH KEPUASAN PELANGGAN PADA JASA TRANSPORTASI PT. FAJAR RIAU WISATA DUMAI-PEKANBARU
Article Sidebar
Main Article Content
Abstract
This study aims to see and determine the direct and indirect effects of price and service quality on loyalty mediated by customer satisfaction. The population in this study are customers (passengers) of PT. Fajar Riau Tourism, totaling 19,876 by using a questionnaire. This research is a quantitative research with a descriptive design. The method used in this study aims to see the relationship between variables by using probability sampling which gives equal opportunities for each element of the population to be selected as members of the sample. With the criteria for passengers who are over 17 years old and have used transportation services more than once. Determination of the sample in this study using the tables of Isaac and Michael from certain populations with a level of 10%. Price has a significant positive effect on customer satisfaction and customer loyalty. Service quality has a significant positive effect on customer satisfaction and customer loyalty. Customer satisfaction has a significant positive effect on loyalty. Customer satisfaction is able to mediate the effect of price on loyalty. Customer satisfaction is able to mediate the effect of service quality on loyalty.
Keywords: Price, Service Quality, Customer Satisfaction and Loyalty
Article Details
References
Anggriani, D. (2014) ‘Pengaruh Kualitas layanane terhadap Hedonic Shopping Motivation dan Harga, Departement of Management FEB UMM, 7, pp. 149–157.
Bavarsad, B. & Hosseinipour, G. (2013) ‘Studying the Factors Affecting the Customer Relations Management ( CRM ) in Marun Petrochemical Company’, Interdisciplinary Journal Of Contemporary Research In Business, 4(11), pp. 845–857.
Chadafi, M. (2016) ‘Pengaruh Harga , Celebrity Endorser , Kepercayaan , dan Psikologi Terhadap Keputusan Pembelian Online Shop Di Media Sosial Instagram’, UML, 5(September), pp. 1–8.
Diza, Moniharapon, dan Ogi (2016) ‘International Journal of Information Management On the motivating impact of price and online recommendations at the point of online purchase’, Elsevier, 31, pp. 103–110.
Ferdinand, A. (2016) Metode Penelitian Manajemen. 5th edn. Semarang: Badan Penerbit UNDIP.
Amri dan Siska (2016). ‘Kualitas Pelayanan dengan Kepercayaan Konsumen memediasi pengaruh harga terhadap loyalitas. UNNES, 1(1), pp. 1–7.
Garvin, David, “Managing Quality”, di dalam Nasution, M.N. 2001. Mamanejem Alutu Terpadu (Fotal Quality Management). Jakarta: Ghalia Indonesia.
Griffin. 2015. Customer Loyalty: Menumbuhkan & Mempertahankan Kesetiaan Pelanggan. Jakarta: Erlangga.
Ghozali, I. (2018) Desain Penelitian Kuantitatif dan Kualitatif. Semarang: UNDIP.
Gunawan, W., Kelly, D. S. and Tarigan, R. E. (2018) ‘The Use of Quality, Security and Trust Factors to Improve The Online Purchase Decision’, JATIT, 96(5), pp. 1436–1445.
Hoffman, K. Douglas & John E.G. Bateson. (2006). Services Marketing: Concepts, Strategies, & Cases, Third Edition. Penerbit: Thomson South Western, USA.
Kotler, Keller. 2016. Prinsip-prinsipPemasaran. Edisi13. Jilid 1. Jakarta: Erlangga.
Kotler, Philip dan Amstrong, Gary, (2016), Principles of Marketing, 12th Edition, Jilid 1 Terjemahan Bob Sabran Jakarta : Erlangga.
Mayer et. al. (2019) ‘An Integrative Model of Organizational Trust’, Academy of Management Review, 20(3), pp. 709–734.
Mohmed, S. I., Azizan, B. and Jali, Z. (2013) ‘The Impact of Trust and Past Experience on Intention to Purchase in E-Commerce’, USIM, 7(10), pp. 28–35.
Momtaz, H. and Karim, A. (2011) ‘Customers Satisfaction on Online Shopping in Malaysia’, IJBM, 6(10), pp. 162–169.
Parasuraman, et. al. (2014) ‘A Multiple-Item Scale for Assessing’, Journal of Service Research, 7(X)(February), pp. 1–21.
Schiffman, Leon G., dan Kanuk, Leslie Lazar. 2009. Perilaku Konsumen. Alih bahasa Zulkifli Kasip. Jakarta : PT. Indeks Group Gramedia.
Sugiyono (2015) Metode Penelitian Manajemen. 4th edn. Edited by Setiyawami. Bandung: Alfabeta.
Sahanggamu, Sepang, (2019)) ‘Effect of Product Quality, Perceived Price and Brand Image on Purchase Decision Mediated By Customer Trust’, Jurnal Manajemen, XXI(2), pp. 179–194.
Wyckof T, (2016). The Impact of Service Quality and Price To Customer Satisfaction and Customer Loyalty in Swiss-BelHotel Maleosan Manado. Jurnal EMBA. Vol. 1, No. 4, Hal. 1491-1498
Zeithaml, V.A., M.J. Bitner and D.D Gremler, (2014). Service Marketing:Integrating Customer Focus Across the Firm. 6e, Mc.Graw-Hill, Boston.
Zulfikar, (2018). Mengukur Kualitas Layanan. Cetakan ke 1. Yogyakarta: BPFE