Service Quality Dan Customer Satisfaction Serta Pengaruhnya Terhadap Loyalitas Konsumen Pada CV Jaya Motor Bekasi

Nurvi Oktiani, Indyah Setyorini

Abstract


Services are activities undertaken by a person or group of people on the basis of a material factor through certain system, procedures and methods in order to fulfill the interest of others in accordance with their rights. To find out customer response will service motorcycle service at CV Jaya Motor, the authors conducted quantitative research three variables consist of Service Quality, Customer Satisfaction, through the method of distributing questionnaires from 50 respondents. The research uses calculations through software SPSS version 23, for the analytic of data is used Multiple Regression consist of the Classical assumption test, multikolinearitas, Normality, Heteroskedastisitas, Autokorelasi, from the Classical assumption test can describe there is no multikolinearitas, Normality, Heteroskedastisitas, Autokorelasi symptoms, partial correlations independen variabels can be describe between service quality and customer satisfaction have low correlation, which is consist of 0.098 and 0,107, beside that for coefficient determination can be explained 58,7%, and regression model can be describe for service quality variables  Ү : 7,916 + 0,264 Customer Satisfaction: Ү : (7,916 + 0,264) + 0,264 X2, and model regression for service quality and customer satisfaction toward loyality can be explained : Y: 7,916 + 0,264 X1+0,264 X2 , the finally CV Jayaa Motor Bekasi must give attention toward service quality and customer satisfaction, because the result have been low correlation and give more impact for loyality 

Full Text:

PDF

References


Daryanto, dan Ismanto Setyobudi. 2014. Konsumen dan Pelayanan Prima. Yogyakarta: Gava Media.

Hidayat, SAkhmad, Machmud.2015.Effects Of Service Quality, Customer Trust And Customer Religious Commitment On Customer Satisfaction And Loyalty Of Islamic Banks In East Java. Al-Iqtishad: Vol. VII No. 2, Juli 2015

Oktiani, N., & Apriyanti, I. (2016). Analisis Pengaruh Kualitas Pelayanan Terhadap Upaya Peningkatan Kepuasan Pelanggan Pada Penguna Jasa Pt. Tiki Jne Cabang Depok. Widya Cipta-Jurnal Sekretari Dan Manajemen, 8(2).

Priyatno, Duwi. 2014. SPSS 22 Mengolah Data Terpraktis. Yogyakarta: CV Andi Offset.

Rangkuti, Freddy. 2017. Customer Care Excellence. Jakarta: PT Gramedia.

Sangadji, Etta Mamang, dan Sopiah. 2010. Metodologi Penelitian: Pendekatan Praktis dalam Penelitian. Yogyakarta: CV Andi Offset.

Santoso, Singgih. 2013. Menguasai SPSS 21 Di Era Informasi. Jakarta: PT Elex Media Komputindo.

Sugiyono. 2015. Metode Penelitian Kuantitatif Kualitatif dan R&D. Bandung: Alfabeta.

Sunyoto, Danang. 2014. Konsep Dasar Riset Pemasaran Dan Perilaku Konsumen. Yogyakarta: CAPS (Center For Academic Publishing Service).

Tjiptono, Fandy dan Chandra Gregorius. 2012. Pemasaran Strategik Edisi 2. Yogyakarta: Andi.

Windasuri, Heria, Hyacintha Susanti dan BusinessGrowth Team. 2017. ExcellentService. Jakarta: PT Gramedia Pustaka Utama.

Yap, B. W., Ramayah, T., & Shahidan, N. W.. 2012. Satisfaction and Trust on Customer Loyalty:A PLS Approach. Emerald Group Publishing Limited




DOI: https://doi.org/10.31294/widyacipta.v2i1.2620

DOI (PDF): https://doi.org/10.31294/widyacipta.v2i1.2620.g2028

 dipublikasikan oleh LPPM UBSI

Jl. Kamal Raya No. 18 Cengkareng, Jakarta Barat

Creative Commons License

This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License