Dampak Kualitas Pelayanan, Persepsi Nilai Serta Citra Perusahaan Terhadap Peningkatan Kepuasan Pelanggan Bandar Udara Internasional Sentani-Jayapura
Abstract
The aim of this research is to see how big a role service quality, company image and perceived value play in customer satisfaction at Sentani-Jayapura International Airport. This research uses a quantitative approach using SEM-PLS analysis. The research results show that there is a significant influence of Service Quality and Value Perception on Customer Satisfaction through Company Image. Conclusion, Service Quality and Perceived Value of Customer Satisfaction and Company Image are important aspects in increasing customer satisfaction.
Keywords: Company Image, Service Quality, Perceived Value, Customer Satisfaction
References
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Subekti, S. (2019). Analisis Kualitas Pelayanan Terminal Bandar Udara Berdasarkan Persepsi Penumpang (Studi Kasus: Bandar Udara Sentani Jayapura). Warta Penelitian Perhubungan, 26(5), 275. https://doi.org/10.25104/warlit.v26i5.897
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Suroto, H. (t.t.). Sejarah Panjang Bandara Sentani di Papua. CNN Indonesia. Diambil dari https://www.cnnindonesia.com/edukasi/20180223102456-445-278261/sejarah-panjang-bandara-sentani-di-papua
Sweeney, J. C., & Soutar, G. N. (2021). Consumer Perceived Value: The Development of a Multiple Item Scale. Journal of Retailing, 77(2), 203–220.
Wibowo, A. S., Suwarsinah, H. K., & Yuliati, L. N. (2018). The Effects of VPTI’s Corporate Image and Service Quality on Satisfaction And Loyalty of The KSO SCISI Customers. Indonesian Journal of Business and Entrepreneurship, 4(1), 75–87. https://doi.org/10.17358/ijbe.4.1.75
Wijaya, A. F. B., Surachman, S., & Mugiono, M. (2020). The Effect of Service Quality, Perceived Value and Mediating Effect of Brand Image on Brand Trust. Jurnal Manajemen Dan Kewirausahaan, 22(1), 45–56. https://doi.org/10.9744/jmk.22.1.45- 56
Yang, Z., & Peterson, R. . (2017). Customer Persepsi Nilai,Satisfaction, and Loyalty: The Role of Switching Costs.
Yilmaz, I. (2019). Measurement of service quality in the hotel industry. Anatolia, 20(2), 375–386. https://doi.org/10.1080/13032917.2009.10518915
Zusmawati, Z., Magdalena, M., Fernos, J., & Ramadhani, A. S. (2023). Pengaruh Citra Perusahaan dan Kualitas Pelayanan terhadap Kepuasan Nasabah Menabung. Economics and Digital Business Review, 4(1), 470–482. https://doi.org/10.37531/ecotal.v4i1.371
Azzani, I. F., Khatibah, K., & Ritonga, E. Y. (2023). Urgensi Public Relation dalam Membangun Citra Yayasan Nurhayati Bersama pada Masyarakat Tembung. YASIN, 3(6), 1241–1251. https://doi.org/10.58578/yasin.v3i6.1628
Budi, N. A., & Sutedjo, B. (2022). Pengaruh Citra Perusahaan, Suasana Toko Dan Kepuasan Pelanggan Terhadap Loyalitas Pelanggan (Studi Pada Pelanggan Aluna Home Spa Semarang). Jurnal Ekonomi & Ekonomi Syariah, 5(2), 2288-2298. https://stiealwashliyahsibolga.ac.id/jurnal/index.php/jesya/article/view/823
Choi, E. J., & Kim, S. H. (2019). The study of the impact of perceived quality and value of social enterprises on customer satisfaction and repurchase intention. International Journal of Smart Home, 7(1), 239–252. https://gvpress.com/journals/IJSH/vol7_no1/22.pdf
Dam, S. M., & Dam, T. C. (2021). Relationships between Service Quality, Brand Image, Customer Satisfaction, and Customer Loyalty. Journal of Asian Finance, Economics and Business, 8(3), 585–593. https://doi.org/10.13106/jafeb.2021.vol8.no3.0585
Dinata, A. I., Achmad, G. N., & Za, S. Z. (2020). The Influence of Corporate Social Responsibility On Corporate Image And Corporate Reputation And Implications For Purchase Intention (Studies in Samarinda AQUA customers). International Journal of Economics, Business and Accountung Research (IJEBAR), 2020(4), 1200–1206. https://jurnal.stie-aas.ac.id/index.php/IJEBAR%0A
Emre Şirin, M. (2016). Otel İşletmelerinde Hizmet Kalitesinin Müşteri Memnuniyeti, Tekrar Satın Alma ve Tavsiye İsteği Üzerine Etkisi: Trabzon Ortahisar Örneği. Journal of Humanities and Tourism Research (Online), 6(6–2), 522–536. https://doi.org/10.14230/joiss231
Fakhrudin, A. (2020). Pengaruh Citra Perusahaan Dan Kualitas Pelayanan Terhadap Kepuasan Pelanggan Pada Maskapai Sriwijaya Air Di Bandar Udara Internasional Adisutjipto Yogyakarta. Jurnal Optimal, 17(1), 51-72. https://jurnal.stieieu.ac.id/index.php/opt/article/view/153
Gil, S. M., Hudson, S., & Quintana, T. A. (2016). The influence of service recovery and loyalty on perceived service quality: A study of hotel customers in Spain. Journal of Hospitality and Leisure Marketing, 14(2), 47–68. https://doi.org/10.1300/J150v14n02_04
Gunawan, D. (2020). The Role of Marketing Mix, Corporate Image dan Brand Equity in Purchase Decision of Daihatsu Ayla. Journal of Management and Business Environment (JMBE), 2(1), 94. https://doi.org/10.24167/jmbe.v2i1.2687
Husodho, W. R. (2015). Pengaruh Kepuasan Pelanggan Terhadap Loyalitas Pelanggan Pada Obyek Wisata Dumilah Water Park Madiun. Equilibrium: Jurnal Ilmiah Ekonomi Dan Pembelajarannya, 3(2). https://doi.org/10.25273/equilibrium.v3i2.667
Khorif, M. (2021). The Effect of Service Quality on Customer Satisfaction of Sate H. Pardi Restaurant Branch Dr. M. Isa. International Journal of Marketing & Human Resource Research, 2(April 2021). https://journal.jis-institute.org/index.php/ijmhrr/article/view/234
Mahmud, M. S., Mohd Tahir, M. A., Mohammed Foziah, N. H., & Ghazali, P. L. (2019). Customers Satisfaction and Citra Perusahaan in Government Initiative Influencing Customers Loyalty in Terengganu, Malaysia. February 2020. https://doi.org/10.2991/agc-18.2019.44
Mcdougall, G. H. g, & Levesque, T. (2020). Customer satisfaction with services: putting perceived value into the equation. Journal of Services Marketing.
Mowen, John, C., & Minor, M. (2019). Consumer Behavior. Prentice Hall, Inc.
Narteh, B. (2018). Relationship marketing and customer satisfaction in the Ghanaian banking sector. Journal of Retailing Marketing Management Research, 2(16), 15.
Nyan, L.M., Rockson, S. B., & Addo, P. K. (2020). The Mediation Effect of Customer Satisfaction on the Relationship Between Service Quality and Customer Loyalty. Journal of Management and Strategy, 11(3), 13. https://doi.org/10.5430/jms.v11n3p13
Rahayu, F. A., . F., & Zanky, M. N. (2018). The Effects of Corporate Image, User Image, and Product Image Towards Purchasing Interest of Suzuki Motorcycle. KnE Social Sciences, 3(3), 104. https://doi.org/10.18502/kss.v3i3.1877
Roig, J., Garcia, J., & Tena. (2017). Perceived Value and Customer Loyalty in Financial Service. Service Industries Journal, 29, 775–789.
Rodin, R. (2015). URGENSI KUALITAS PELAYANAN PERPUSTAKAAN PERGURUAN TINGGI. Al-Kuttab : Jurnal Perpustakaan Dan Informasi, 2(1), 1–20. https://doi.org/10.24952/ktb.v2i1.547
Sari, M. P., Rachman, L. A., & Ronaldi, D. (2020). Pengaruh Harga, Promosi Dan Kepercayaan Terhadap Keputusan Pembelian Produk Y.O.U. Jurnal Enterpreneur dan Bisnis (JEBI), 1(2). Diambil dari https://jurnal.umitra.ac.id/index.php/JEBI/article/view/513
Selnes, F. (2017). An Examination of the Effect of Product Performance on Brand Reputation, Satisfaction and Loyalty. European Journal of Marketing, 27(9).
Subekti, S. (2019). Analisis Kualitas Pelayanan Terminal Bandar Udara Berdasarkan Persepsi Penumpang (Studi Kasus: Bandar Udara Sentani Jayapura). Warta Penelitian Perhubungan, 26(5), 275. https://doi.org/10.25104/warlit.v26i5.897
Sutia, S., Riadi, R., & Fahlevi, M. (2020). The influence of supply chain performance and motivation on employee performance. International Journal of Supply Chain Management, 9(2), 86–92.
Suroto, H. (t.t.). Sejarah Panjang Bandara Sentani di Papua. CNN Indonesia. Diambil dari https://www.cnnindonesia.com/edukasi/20180223102456-445-278261/sejarah-panjang-bandara-sentani-di-papua
Sweeney, J. C., & Soutar, G. N. (2021). Consumer Perceived Value: The Development of a Multiple Item Scale. Journal of Retailing, 77(2), 203–220.
Wibowo, A. S., Suwarsinah, H. K., & Yuliati, L. N. (2018). The Effects of VPTI’s Corporate Image and Service Quality on Satisfaction And Loyalty of The KSO SCISI Customers. Indonesian Journal of Business and Entrepreneurship, 4(1), 75–87. https://doi.org/10.17358/ijbe.4.1.75
Wijaya, A. F. B., Surachman, S., & Mugiono, M. (2020). The Effect of Service Quality, Perceived Value and Mediating Effect of Brand Image on Brand Trust. Jurnal Manajemen Dan Kewirausahaan, 22(1), 45–56. https://doi.org/10.9744/jmk.22.1.45- 56
Yang, Z., & Peterson, R. . (2017). Customer Persepsi Nilai,Satisfaction, and Loyalty: The Role of Switching Costs.
Yilmaz, I. (2019). Measurement of service quality in the hotel industry. Anatolia, 20(2), 375–386. https://doi.org/10.1080/13032917.2009.10518915
Zusmawati, Z., Magdalena, M., Fernos, J., & Ramadhani, A. S. (2023). Pengaruh Citra Perusahaan dan Kualitas Pelayanan terhadap Kepuasan Nasabah Menabung. Economics and Digital Business Review, 4(1), 470–482. https://doi.org/10.37531/ecotal.v4i1.371
Published
2023-10-18
Section
Articles
