The Influence of Antecedent Dimensions of Service Quality on Customer Satisfaction Towards Customer Loyalty

Mayrichael Bryanviko; Meitiana Meitiana; Vivy Kristinae; Ina Karuehni

doi:10.31004/riggs.v4i1.421

Authors

Mayrichael Bryanviko University of Palangka Raya
Meitiana University of Palangka Raya
Vivy Kristinae University of Palangka Raya
Ina Karuehni University of Palangka Raya

DOI:

https://doi.org/10.31004/riggs.v4i1.421

Keywords:

Dimensions of Service Quality, Customer Satisfaction, Customer Loyalty

Abstract

The purpose of this study was to determine the effect of antecedent dimensions of service quality on customer satisfaction towards customer loyalty at Perumdam Maruang Duhung. The population in this study were customers of Perumdam Maruang Duhung. The sample determination was carried out by multiplying the number of indicators by 5 and obtaining a sample of 80 respondents. The method of data collection was through surveys and distributing questionnaires to consumers as respondents for 1 week. The data analysis technique used was Structural Equation Modeling (SEM) Analysis with Partial Least Square (PLS). The results showed that the variables of Physical Evidence, Responsiveness, Assurance, Reliability, and Empathy had a positive and significant effect on Customer Satisfaction. Customer Satisfaction had a positive and significant effect on customer loyalty.

Downloads

Download data is not yet available.

References

P. Kotler dan K. L. Keller, Marketing Management, 15 ed. Erlangga, 2018.

U. R. Christa dan R. Sambung, “ANALISIS PENGARUH DIMENSI MODAL INTELEKTUAL TERHADAP KINERJA PELAYANAN PERGURUAN TINGGI DI KALIMANTAN TENGAH,” 2021.

R. Nurul Ichsan dan A. Karim, “KUALITAS PELAYANAN TERHADAP KEPUASAN NASABAH PT. JASA RAHARJA MEDAN,” 2021.

T. W. K. A. Negara, A. Suddin, dan U. Sriwidodo, “PENGARUH KUALITAS PELAYANAN TERHADAP LOYALITAS PELANGGAN PDAM DI KOTA SURAKARTA DENGAN KEPUASAN PELANGGAN SEBAGAI VARIABEL INTERVENING,” Jurnal Manajemen Sumber Daya Manusia, vol. 14, no. Juni, hlm. 16–28, 2020.

Budiarno, I. Bagus Nyoman Udayana, dan A. Lukitaningsih, “PENGARUH KUALITAS LAYANAN KUALITAS PRODUK TERHADAP KEPUASAN PELANGGAN DALAM MEMBENTUK LOYALITAS PELANGGAN,” Equilibrium: Jurnal Penelitian Pendidikan dan Ekonomi, vol. 19, Jul 2022, [Daring]. Tersedia pada: https://journal.uniku.ac.id/index.php/Equilibrium

A. Risdyanto dan Asmu’i, “Pengaruh Dimensi Kualitas Pelayanan Terhadap Loyalitas Pelanggan Melalui Kepuasan Pelanggan Pada Yayasan Agaphe Banjarmasin,” vol. 12, no. 1, 2023.

A. H. Khoiri, “PENGARUH KUALITAS PELAYANAN DAN PENANGANAN KELUHAN TERHADAP KEPUASAN DAN LOYALITAS NASABAH PADA BANK BNI SYARIAH SEMARANG,” Jurnal Syarikah P, vol. 7, no. 2, Des 2021.

V. Kristinae dan U. R. Christa, “PENGARUH INOVASI RESONANSI MEREK DALAM MEMEDIASI KUALITAS PELAYANAN TERHADAP KEPUTUSAN PEMBELIAN PRODUK SMARTPHONE IPHONE DI-KOTA PALANGKA RAYA,” 2022.

P. A. Situmeang, B. Nainggolan, dan A. A. Kristiadi, “PENGARUH KUALITAS PRODUK, KUALITAS PELAYANAN, DAN KEPERCAYAAN TERHADAP KEPUASAN PELANGGAN DI RESTORAN SUSHIMAS,” EDUTURISMA, vol. IV, no. 1, hlm. 32–55, 2019.

Mahira, P. Hadi, dan H. Nastiti, “PENGARUH KUALITAS PRODUK DAN KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN INDIHOME,” vol. 2, hlm. 1267–1283, 2021.

E. Gonu, P. M. Agyei, O. K. Richard, dan M. Asare-Larbi, “Customer orientation, service quality and customer satisfaction interplay in the banking sector: An emerging market perspective,” Cogent Business and Management, vol. 10, 2023, doi: 10.1080/23311975.2022.2163797.

M. F. Benaglia, M. H. C. Ho, dan T. Tsai, “Drivers of customer satisfaction with restaurants during COVID-19. A survey of young adults in Taiwan and Indonesia,” Asia Pacific Management Review, 2023, doi: 10.1016/j.apmrv.2023.08.001.

M. Diffa Ulhaq, R. Al Bayhaqi, L. Agusinta, dan P. Fachrial, “CUSTOMER SATISFACTION OF PT. JNE EXPRESS JAKARTA DURING COVID-19 SITUATION,” 2020.

A. Kusumawati dan K. S. Rahayu, “The effect of experience quality on customer perceived value and customer satisfaction and its impact on customer loyalty,” vol. 32, no. 6, hlm. 1525–1540, 2020, doi: 10.1108/TQM-05-2019-0150.

M. H. U. Rashid, M. Nurunnabi, M. Rahman, dan M. A. K. Masud, “Exploring the relationship between customer loyalty and financial performance of banks: Customer open innovation perspective,” Journal of Open Innovation: Technology, Market, and Complexity, vol. 6, no. 4, hlm. 1–19, Des 2020, doi: 10.3390/joitmc6040108.

A. Wardhana, CONSUMER BEHAVIOR IN THE DIGITAL ERA 4.0-EDISI INDONESIA PENERBIT CV. EUREKA MEDIA AKSARA. Jawa Tengah: EUREKA MEDIA AKSARA, 2024.