Pengaruh Service Quality pada Customer Loyalty yang Dimediasi oleh Corporate Image, Customer Satisfaction, dan Trust (Studi pada Konsumen Biro Perjalanan Umum Rosalia Indah)
Penulis Utama
:
Bambang Wijanarko
NIM / NIP
:
F0207045
×Penelitian ini bertujuan untuk menguji hubungan antara service quality dan corporate image, service quality dan customer satisfaction, service quality dan trust, service quality dan customer loyalty, customer satisfaction dan corporate image, customer satisfaction dan customer loyalty, customer satisfaction dan trust, corporate image dan customer loyalty, trust dan customer loyalty. Penelitian ini juga menguji pengaruh mediasi corporate image, customer satisfaction, dan trust pada customer loyalty.
Penelitian ini menggunakan pendekatan model kausal. Sampel yang digunakan dalam penelitian ini adalah konsumen yang berniat loyal kepada biro perjalanan umum Rosalia Indah. Sampel yang diambil sebanyak 200 responden menggunakan teknik purposive judgement sampling. Penelitian ini menggunakan Structural Equation Model (SEM) untuk menganalisis data.
Hasil pengujian mediasi mengindikasi bahwa corporate image, customer satisfaction, dan trust memediasi customer loyalty secara parsial. Selanjutnya, pada pengujian hipotesis mengindikasi bahwa terdapat hubungan yang signifikan positif yaitu: service quality dan corporate image, service quality dan customer satisfaction, service quality dan trust, service quality pada customer loyalty, customer satisfaction pada corporate image, customer satisfaction dan customer loyalty, customer satisfaction dan trust, corporate image dan customer loyalty, dan trust dan customer loyalty.
Hasil pengujian ini diharapkan dapat menjelaskan pengaruh service quality, corporate image, customer satisfaction, dan trust pada customer loyalty. Hasil penelitian ini juga diharapkan dapat memberikan pemahaman bagi pemasar terkait stimulus-stimulus yang disarankan untuk meningkatkan loyalitas konsumen.
Kata kunci: service quality, corporate image, customer satisfaction, trust, customer loyalty.
This study aims to examine the relationship between service quality and corporate image, service quality and customer satisfaction, service quality and trust, service quality and customer loyalty, customer satisfaction and corporate image, customer satisfaction and customer loyalty, customer satisfaction and trust, corporate image and customer loyalty, trust and customer loyalty. The study also examines the effect mediation of corporate image, customer satisfaction, and trust on customer loyalty.
This study uses a causal model approach. The sample of this research is consumers who intend to loyal toward Rosalia Indah travel agency. 200 respondents were taken as sample using purposive judgment sampling technique. This study uses Structural Equation Modeling (SEM) to analyze the data.
The mediation tests indicated that the corporate image, customer satisfaction, and trust partially mediated the model on customer loyalty. Furthermore, the hypothesis testing indicate that there is a significant positive relationship, namely: service quality and corporate image, service quality and customer satisfaction, service quality and trust, service quality and customer loyalty, customer satisfaction and corporate image, customer satisfaction and customer loyalty, customer satisfaction and trust, corporate image and customer loyalty, and trust and customer loyalty.
The test results are expected to explain the influence of service quality, corporate image, customer satisfaction, and trust on customer loyalty. This study results also expected gives to marketers an understanding of related suggested stimuli to increase customer loyalty.
Keywords: service quality, corporate image, customer satisfaction, trust, customer loyalty.
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Penulis Utama
:
Bambang Wijanarko
Penulis Tambahan
:
-
NIM / NIP
:
F0207045
Tahun
:
2011
Judul
:
Pengaruh Service Quality pada Customer Loyalty yang Dimediasi oleh Corporate Image, Customer Satisfaction, dan Trust (Studi pada Konsumen Biro Perjalanan Umum Rosalia Indah)
Edisi
:
Imprint
:
Surakarta - F. ekonomi - 2011
Program Studi
:
S-1 Manajemen
Kolasi
:
Sumber
:
UNS-F. Ekonomi Jur. Manajemen-F.0207045-2011
Kata Kunci
:
Jenis Dokumen
:
Skripsi
ISSN
:
ISBN
:
Link DOI / Jurnal
:
-
Status
:
Public
Pembimbing
:
1. Dr Budhi Haryanto, MM
Penguji
:
Catatan Umum
:
Fakultas
:
Fak. Ekonomi dan Bisnis
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File
:
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