Pengaruh Kualitas Pelayanan Dan Kepuasan Terhadap Loyalitas Pelanggan (Studi Usaha Kuliner di Jakarta)
Keywords:
Service Quality, Satisfaction, Customer loyalty
Abstract
Restaurants in Jakarta is flourishing making tight competition among culinary businesses and they strive to race in winning the competition. The tough rivalry is because the business owner is striving to have service excellence, top quality and deliver customer satisfaction. Quality and customer satisfaction are the primary factors to gain customer loyalty. This will influence demand to make sure that the target customer does not look away and choose similar product. The population of the research is 150 respondents taken from restaurants spread over the five regions in DKI Jakarta. The research is using Structural Equation Modelling (SEM) method. The result indicates that service quality influence satisfaction, satisfaction influence customer loyalty and service quality influence customer loyalty.
References
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Lin, C. ., & Ding, C. (2006). Evaluating the Group Differences in Gender During the Formation of Relationship Quality and Loyalty in ISP Service. Journal of Organizational and End User Computing, 18, 38–62.
Lovelock, C. (2011). Service Marketing In Asia. Singapore: Prentice Hall Inc.
Malhotra, N.K., & Birks, D.F. (2016). Marketing Research: An Applied Approach Updated Second European Edition. England: Pearson Education Limited.
Murad, S., & Ali, M. (2015). Impact of Service Quality and Customer Satisfaction in Restaurant Industry. Singaporean Journal of Business Economic and Management Studies, 4(6), 71–81.
Oliver, R. L. 2010. Satisfaction, A Behavioral Perspective on The Customer. New York: Mc Graw-Hill. Companies Inc.
Parasuraman, A., Zeithaml, V. ., & Berry, L. (1988). SERQUAL A Multiple Aitem Scale for Measuring Consumer Perceptions of Service Quality. Journal of Retailing. Vol.64. p.12-40.
Rashid, I. M. ., Rani, M. J. ., Yusuf, Y. N. ., & Shaari, M. (2015). The Impact of Service Quality and Customer Satisfaction on Customers Loyalty : Evidence from Fast Food Restaurant of Malaysia. International Journal of Information, Business and Management, 7(August), 202–236.
Stemvelt, R.C. (2004). Perception of Service Quality (Diterjemahkan oleh Purwoko). Allyn and Bacon, Massachusetts.
Syah, T. Y. R. (2014). Fasilitas Partisipasi Provider Sebagai Pembentuk Loyalitas Pelanggan, dengan Mediasi Kualitas Relasional, dan Dimoderasi Implicit Self Theorist. Disertasi pada Program Doktoral Universitas Indonesia. Depok._2013.pdf
Chiguvi, D., & Gurowo, P. (2018). Impact of Customer Satisfaction on Customer Loyalty in the Banking Sector. International Journal of Scientific Engineering and Research, 5(April), 55–63.
Engel, F. J., Blackwell, R.D., & Miniard, P.W. (2013). Perilaku Konsumen. Jakarta: Binarupa Aksara.
Ferdinand, A. (2011). Metode Penelitian Manajemen Pedoman Penelitian untuk Penulisan Skripsi, Tesis, dan Disertasi Ilmu Manajemen. Edisi 3. Semarang: AGF Books, Fakultas Ekonomika dan Bisnis Universitas Diponegoro.
Griffin, J. (2010). Customer Loyalty, Menumbuhkan dan Mempertahankan Kesetiaan Pelanggan. Jakarta: Erlangga.
Gronroos, C. (2000). Service Management and Marketing: A Customer Relationship Management Approach, 2nded. Chichester: John Wiley & Sons, Ltd.
Hair, J.F., Anderson, R.E., Tatham, R.L., & Black, W.C. (2008). Multivariate Data Analysis, Fifth Edition. USA: Prentice Hall International.
Ibojo, B. ., & Asabi, O. (2015). Impact of Customer Satisfaction on Customer Loyalty : A Case Study of a Reputable Bank in Oyo , Oyo State , Nigeria. Journal of Managerial Studies and Research, 3(2), 59–69.
Ivanauskiene, N., & Volungenaite, J. (2014). Relations between Service Quality and Customer Loyalty : An Empirical Investigation of Retail Chain Stores in Emerging Markets Neringa Ivanauskien ė Doctor of Social Sciences Vice-Dean for Academic Affairs ISM University of Management and Economics Master. American International Journal of Social Science, 3(2), 113–120.
Kotler, P., & Keller, K.L. (2012). Marketing Management 13. New Jersey: Pearson Prentice Hall, Inc.
Kusumasasti, A., & Hadiwidjojo, D. (2017). Pengaruh Kualitas Produk dan Layanan terhadap Loyalitas Pelanggan Coffe Shop. Ekonomi Bisnis, 22, 123–129.
Lin, C. ., & Ding, C. (2006). Evaluating the Group Differences in Gender During the Formation of Relationship Quality and Loyalty in ISP Service. Journal of Organizational and End User Computing, 18, 38–62.
Lovelock, C. (2011). Service Marketing In Asia. Singapore: Prentice Hall Inc.
Malhotra, N.K., & Birks, D.F. (2016). Marketing Research: An Applied Approach Updated Second European Edition. England: Pearson Education Limited.
Murad, S., & Ali, M. (2015). Impact of Service Quality and Customer Satisfaction in Restaurant Industry. Singaporean Journal of Business Economic and Management Studies, 4(6), 71–81.
Oliver, R. L. 2010. Satisfaction, A Behavioral Perspective on The Customer. New York: Mc Graw-Hill. Companies Inc.
Parasuraman, A., Zeithaml, V. ., & Berry, L. (1988). SERQUAL A Multiple Aitem Scale for Measuring Consumer Perceptions of Service Quality. Journal of Retailing. Vol.64. p.12-40.
Rashid, I. M. ., Rani, M. J. ., Yusuf, Y. N. ., & Shaari, M. (2015). The Impact of Service Quality and Customer Satisfaction on Customers Loyalty : Evidence from Fast Food Restaurant of Malaysia. International Journal of Information, Business and Management, 7(August), 202–236.
Stemvelt, R.C. (2004). Perception of Service Quality (Diterjemahkan oleh Purwoko). Allyn and Bacon, Massachusetts.
Syah, T. Y. R. (2014). Fasilitas Partisipasi Provider Sebagai Pembentuk Loyalitas Pelanggan, dengan Mediasi Kualitas Relasional, dan Dimoderasi Implicit Self Theorist. Disertasi pada Program Doktoral Universitas Indonesia. Depok._2013.pdf
Published
2021-06-21
Section
Articles
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