Pengaruh Kualitas Layanan Terhadap Loyalitas Pelanggan yang Dimediasi oleh Kepuasan Pelanggan pada Sales Person Dealer Honda Studi WOM Cabang Jatibarang
Abstract
WOM Finance is one of the multi-finance companies in Indonesia whose growth continues to increase. To be able to survive in the increasing competition in the field of financing services, Wom Finance continues to improve service quality which is expected to provide satisfaction value for customers and impact on customer loyalty to continue using financing services from Wom Finance. The purpose of this study was to determine and analyze the effect of service quality variables on customer loyalty mediated by customer satisfaction with a focus study on sales persons at Honda dealers in collaboration with the Jatibarang branch of Wom Finance. The number of respondents in this study were 73 respondents. The analysis technique used in this study is Path Analysis. The results of the analysis show that service quality has a positive effect on customer satisfaction and customer loyalty, customer satisfaction has a positive effect on customer loyalty but is not proven to have a positive effect on mediation relationships. The results of this study are expected to be a reference for Wom Finance and for companies in similar fields so that they are able to maintain and always improve service quality so that it has an impact on customer satisfaction and loyalty.â€
Keywords
Full Text:
PDFReferences
Akbar, A., Pradana, M., Wardhana, A., & Adhiim, M. 2021. The Effect of E-Service Quality on E-Customer Loyalty of a Financial Technology Applications through e-Customer Satisfaction as Intervening Variable, 11(2).
Caruana, A., Money, A. H., & Berthon, P. R. 2000. Service Quality and Satisfaction: The Moderating Role of Value. European Journal of Marketing, 34, 1338-1352.
Engel, James F; Blackwell, Roger D; Miniard, P. W., 2017. Consumer Behaviour.
Fida, B. A., Ahmed, U., Al-Balushi, Y., & Singh, D. 2020. Impact of Service Quality on Customer Loyalty and Customer Satisfaction in Islamic Banks in the Sultanate of Oman. SAGE Open, 10(2).
Gaffar, V. 2007. Customer Relationship Management and Marketing Public Relation.
Hendri, H., Haryono, B., & Saparso, S. 2021. Effect of Service Quality on Customer Loyalty Mediated by Customer Satisfaction PT. Maybank Indonesia Finance Jakarta Branch. Journal of Humanities, Social Science, Public Administration and Management, 1(4), 202–211.
Kotler, P., & Amstrong, G. 2014). Principle of Marketing.
Liu, C. M., & Wang, T. Y. 2017. A study on the effect of service quality on customer loyalty and corporate performance in financial industry. Problems and Perspectives in Management, 15(2), 355–363.
Lupiyoadi, R. 2013. Manajemen Pemasaran Jasa.
Parasuraman A., Valarie A. Zeithaml, and Leonard L. Berry. 1913. Servqual: A Multiple-Item Scale for Measuring Consumer Perceptions of Service Quality. Journal of Retailing. 64(1), 12-37
Rauyruen, P. and Miller, K.E. 2007, Relationship Quality as a Predictor of B2B Customer Loyalty. Journal of Business Research, 60, 21-31.
Sugiyono, 2015. Metode Penelitian.
Sulaiman, S. M., Muhammad, M. A., Muhammad, A. D., & Sabiu, T. T. (2021). Mediating Role of Customer Satisfaction between Service Quality and Customer Loyalty with Non-Interest Bank in Nigeria. International Journal of Islamic Economics and Finance (IJIEF), 4(1).
Srivastava, M. 2015. Influencers of customer satisfaction – customer loyalty, relationship: a conceptual research mode
DOI: http://dx.doi.org/10.33087/jiubj.v24i1.4285
Refbacks
- There are currently no refbacks.
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.
|
