Peran Kualitas Layanan dan Kepercayaan pada Loyalitas dengan Kepuasan Nasabah Sebagai Variabel Intervening pada KSP. Perkasa Djaya Mandiri Jemer
Abstract
The aim of this research is to determine directly or indirectly the influence of service quality and trust on loyalty through customer satisfaction as an intervening variable in KSP. Perkasa Djaya Mandiri Jember. The data analysis method in this research uses quantitative methods using WarpPLS 7.0. The results of data analysis show that service quality and trust have a positive and significant effect on customer loyalty through satisfaction. It can be concluded that service quality and trust have a positive and significant effect on customer loyalty through satisfaction.
Keywords: Loyalty, Service, Trust, Satisfaction
References
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Ghozali, dan L. (2015). Partial Least Squares Konsep, Teknik dan Aplikasi Menggunakan SmartPLS 3.0 (5th ed.). Universitas Diponegoro.
Gill, H., Boies, K., Finegan, J. E., & McNally, J. (2005). Antecedents of trust: Establishing a boundary condition for the relation between propensity to trust and intention to trust. Journal of Business and Psychology, 19(3), 287–302. https://doi.org/10.1007/s10869-004-2229-8
Gremler, D. D., & Brown, S. W. (1996). Service loyalty: Its Nature, Importance, and Implications. Advancing Service Quality: A Global Perspective, June, 171–180.
Amin, M., & Isa, Z. (2008). An examination of the relationship between service quality perception and customer satisfaction: A SEM approach towards Malaysian Islamic banking. International Journal of Islamic and Middle Eastern Finance and Management, 1(3), 191–209. https://doi.org/10.1108/17538390810901131
Andala. (2001). Model Kepuasan (Abshor (ed.)). Penerbit Adab.
Asta, I. N., & Jaya, G. (2019). Kualitas Layanan Terhadap Loyalitas Pelanggan Fakultas Ekonomi dan Bisnis Universitas Udayana ( Unud ), Bali , Indonesia Perkembangan industri otomotif di Indonesia sangat cepat dan cenderung meningkat tiap tahunnya , seiring dengan kebutuhan dan perminta. 8(1), 7458–7485.
Aswan. (2013). Pengaruh Kepuasan Nasabah Atas Dimensi Kualitas Pelayanan Terhadap Loyalitas Nasabah Tabungan Sikoci Pada Bank Negeri Cabang Lubuk Sikaping. Jurnal Manajemen, 2(1), 1–16.
Authors, F. (2006). Article information : The Determinants Of Customer Loyalty : An Analysis Of.
Bocherens, H., Drucker, D. G., Billiou, D., Patou-Mathis, M., & Vandermeersch, B. (2005). Isotopic evidence for diet and subsistence pattern of the Saint-Césaire I Neanderthal: Review and use of a multi-source mixing model. Journal of Human Evolution, 49(1), 71–87. https://doi.org/10.1016/j.jhevol.2005.03.003
Brady, M. K., & Cronin, J. J. (2001). Algunas ideas nuevas sobre la conceptualización de la calidad de servicio percibida: un enfoque jerárquico . Journal of Marketing, 65(3), 34–49. Journal of Interventional Cardiac Electrophysiology, 65(3), 34–49.
Brookfield, S. (1984). from the SAGE Social Science Collections . All Rights. Hispanic Journal of Behavioral Sciences, 9(2), 183–205.
Bungin. (2005). Metode Penelitian Kuantitatif. Prenadamedia.
C. Mowen, J. dan M. M. (2002). Perilaku Konsumen. Erlangga.
Chen, A. Y., Levy, L., Goepfert, H., Brown, B. W., Spitz, M. R., & Vassilopoulou-Sellin, R. (2001). The development of breast carcinoma in women with thyroid carcinoma. Cancer, 92(2), 225–231. https://doi.org/10.1002/1097-0142(20010715)92:2<225::AID-CNCR1313>3.0.CO;2-B
Chuang, L. M., Tsai, M. T., Wu, Z. X., & Shiu, J. J. (2012). The impact of customer interaction on customer loyalty in Taiwan’s international tourist hotels: The mediating effect of service quality and trust. Innovative Marketing, 8(2), 33–45.
Citra Novita1, A., Tumbuan2, W. J. F. A., Tielung3, M. V. J., Manajemen, J., Ekonomi, F., & Bisnis, D. (2016). Pengaruh kualitas produk, kualitas pelayanan,dan komunikasi interpersonal terhadap loyalitasnasabah pada pt. bank sulutgo cabang utamamanado. Jurnal Berkala Ilmiah Efisiensi, 16(01), 728–737. https://ejournal.unsrat.ac.id/index.php/jbie/article/view/11655/11247
Cronin, J. J., & Taylor, S. A. (1992). Measuring Service Quality: A Reexamination and Extension. Journal of Marketing, 56(3), 55. https://doi.org/10.2307/1252296
Cuong, D. T., & Khoi, B. H. (2019). The relationship between service quality, satisfaction, trust and customer loyalty a study of convience stores in Vietnam. Journal of Advanced Research in Dynamical and Control Systems, 11(1 Special Issue), 327–333.
Ekawati. (2020). Pengaruh Inovasi Produk, Harga, Citra Merek Dan Kualitas Pelayanan Terhadap Loyalitas Pelanggan Sepeda Motor Vespa. E-Jurnal Manajemen Universitas Udayana, 6(3), 255365.
Ekonomi, I., Maulidah, I., Widodo, J., Zulianto, M., Studi, P., Ekonomi, P., Pelayanan, K., & Ayam, R. M. (2019). Pengaruh kualitas produk dan kualitas pelayanan terhadap kepuasan konsumen di rumah makan ayam goreng nelongso jember. 13, 26–29. https://doi.org/10.19184/jpe.v13i1.10416
Fajarini, A., & Meria, L. (2020). Pengaruh Kualitas Pelayanan Terhadap Kepercayaan dan Loyalitas Pelanggan Dimediasi Kepuasan Pelanggan ( Studi Kasus Klinik Kecantikan Beauty INC ). Jurnal, 1(2), 481–491.
Fasochah, & Harnoto. (2013). Analisis Pengaruh Kepercayaan dan Kualitas Layanan terhadap Loyalitas Pelanggan dengan Kepuasan Konsumen sebagai Variabel Mediasi (Studi pada RS Darul Istiqomah Kaliwungu Kendal) Hartono. Jurnal Ekonomi Manajemen Akuntansi, 20(34), 1–14.
Fatimah, E. (2017). Pengaruh Kualitas Pelayanan Dan Kepercayaan Pelanggan Terhadap Loyalitas Pelanggan, Melalui Kepuasan Pelanggan (Studi Pada Pelanggan Klinik Hewan Happy Petty Semarang). Jurnal Ekonomi Universitas Negeri Semarang. http://lib.unnes.ac.id/30657/
Ghozali. (2011). Aplikasi Analisis Multivariate Dengan Program SPSS. Universitas Diponegoro.
Ghozali, dan L. (2015). Partial Least Squares Konsep, Teknik dan Aplikasi Menggunakan SmartPLS 3.0 (5th ed.). Universitas Diponegoro.
Gill, H., Boies, K., Finegan, J. E., & McNally, J. (2005). Antecedents of trust: Establishing a boundary condition for the relation between propensity to trust and intention to trust. Journal of Business and Psychology, 19(3), 287–302. https://doi.org/10.1007/s10869-004-2229-8
Gremler, D. D., & Brown, S. W. (1996). Service loyalty: Its Nature, Importance, and Implications. Advancing Service Quality: A Global Perspective, June, 171–180.
Published
2023-12-31
Section
Articles
Copyright (c) 2023 Raihul Firdaus, Toni Herlambang, Nurul Qomariah
This work is licensed under a Creative Commons Attribution-NonCommercial 4.0 International License.
