PENGARUH DIMENSI KUALITAS LAYANAN TERHADAP LOYALITAS PELANGGAN MELALUI KEPUASAN PELANGGAN SEBAGAI VARIABEL INTERVENING DENGAN METODE STRUCTURAL EQUATION MODELING (SEM)
| Main Author: | Rakafathia, Fesa |
|---|---|
| Format: | Thesis NonPeerReviewed Book |
| Bahasa: | ind |
| Terbitan: |
, 2014
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| Subjects: | |
| Online Access: |
https://eprints.untirta.ac.id/4284/1/Pengaruh%20dimensi%20kualitas%20layanan%20terhadap%20loyalitas%20pelanggan%20melalui%20kepuasan%20pelanggan.pdf https://eprints.untirta.ac.id/4284/ |
Daftar Isi:
- Interrelations of Service Quality Dimensions To Customer Loyalty Through Customer Satisfaction As an intervening variable With Methods Structural Equation Modelling (SEM) Fesa Rakafathia vii 1 , Putiri B.Katili 2 , Sirajuddin 3 1,2,3 Department Of Industrial Engineering Faculty Of Engineering University Of Sultan Ageng Tirtayasa Fesa_Raka@yahoo.com 1 , nori_satrio@yahoo.com 2 , Sirajd_udin@yahoo.com 3 ABSTRACT One of the emerging business in Indonesia is a modern retail business. The development happens fast enough that it is marked by the increasing number of modern retail presence in Indonesia such as minimarkets, supermarkets, and hypermarkets which lately has shifted the role of the traditional market. Such a situation poses a very tight competition among retail in Indonesia. PT. X is a services company that sells basic food needs, a variety of breads and pastries, baking ingredients, as well as various plastic or supplies / equipment cakes. This study aims to determine the effect of service quality dimensions on customer satisfaction in PT.X and determine the effect of customer satisfaction on customer loyalty in PT.X. Respondents in this study is that consumers who shop at PT.X with a sample of 115. To find out the customer satisfaction approach PT.X used SERVQUAL dimensions (Reliability, Responsiveness, Assurance, Tangible and Emphaty) and generate customer loyalty. This study uses SEM (Structural Equation Modeling) were processed using computer software LISREL 8.70. The results showed that the reliability of the effect of customer satisfaction of 0.07. Responsiveness to customer satisfaction effect of 0.95. Assurance does not affect the customer satisfaction of -0.01. Tangible not affect the customer satisfaction of -0.21. Empathy towards customer satisfaction impact 0.28. And customer satisfaction to customer loyalty effect at 0.38. Keywords: Structural Equation Modeling, Customer Satisfaction, Customer Loyalty, Servqual, LISREL