PENGARUH KUALITAS PELAYANAN DAN KEUNGGULAN KOMPETITIF TERHADAP LOYALITAS PELANGGAN DENGAN KEPUASAN PELANGGAN SEBAGAI VARIABEL INTERVENING PADA PT. MULTI TERMINAL INDONESIA

Judul : PENGARUH KUALITAS PELAYANAN DAN KEUNGGULAN KOMPETITIF TERHADAP LOYALITAS PELANGGAN DENGAN KEPUASAN PELANGGAN SEBAGAI VARIABEL INTERVENING PADA PT. MULTI TERMINAL INDONESIA

Penulis : Ari Soeti Yani ari.yani@uta45jakarta.ac.id Derby Alfilah derbyalfilah@yahoo.com

Kutipan : Barney, J. A., 1997. Gaining and Sustaining Competitive Advantage.Mass: Addison Wesley Publishing Company, Inc. Basu Swastha DH. dan Irawan, 2001, Manajemen Pemasaran Modern. Liberty. Yogyakarta. Bharadwaj, Sundar G, P.Rajan Varadarajan, dan John Fahy. 1993.”Sustainable Competitive Advantage in Service Industries: a Conseptual Model and Research Propositions”, Journal of Marketing, Vol.57. Bloemer, Josee,Ko de Ruyter, dan Pascar Peeters, 1999,” Investigating Drivers of Bank Loyalty: the Complex Relationship Between Image, Service Quality, and Satisfaction”,International Journal of Bank Marketing , Vol.17,No.7. Fornel, C and wernefelt, B 1987, “Defensive Marketing Strategy by Customer Complaint Management: A Theoritical Analysis” Journal of Marketing Research Gefan, D. 2002. “Customer Loyalty in e-Commerce”, Journal of the Association of Information Systems 3, 27-51. Harper. W. Boyd, Dkk. 2006. Manajemen Pemasaran Suatu Pendekatan Strategis dengan orientasi global. Jakarta. Erlangga. Kotler, Philip, 2004, Manajemen Pemasaran, Jilid 1, Edisi Milenium, Prehallindo. Jakarta. Lupiyoadi R. dan Hamdani, A. 2009. Manajemen pemasaran jasa. Salemba empat. Jakarta. Pelham, Alfred M, 1997, ”Mediating Influences On The Relationship Market Orientation And Profitability In Small Industrial Firms” Journal of Marketing Theory and Practices Satyagraha, Hadi, 1994,”Keunggulan Bersaing dan Aliansi Strategies: Redifinisi SWOT”, Usahawan, No.4,Th.XXIII. Smith, Rodney E, and Wright, William F, 2004, “Determinants of Customer Loyalty and Financial Performance”. Journal of Management Accounting Research. Vol.16 pg. 183, 23 pgs

Penerbit : Fakultas Ekonomi UNTAG Cirebon

Edisi : JURNAL EKONOMI ISSN: 2302-7169 Vol.4 No.2-Desember 2015

ABSTRAK

This study on "The Effect of Service Quality And Competitive Advantage With Customer Loyalty Customer Satisfaction As an intervening variable in PT. Multi Terminal Indonesia ". The dependent variable in this study is the Customer Loyalty. Intervening variable in this study is Customer Satisfaction. And independent variables consisted of Service Quality and Competitive Advantage. The number of respondents surveyed population in the company of PT. Multi Terminal Indonesia is 100 subscribers, but are taken into respondents of this study were 80 customers. The sampling method is sample random sampling, the sampling technique randomized so that each case or element in the population has an equal chance to be selected as the study sample. The study was conducted with several stages. The first stage is to explore the theory of literature or by descriptive statistics and data collection of objects researched. The second stage is to test the feasibility of the data by using the test data validity and reliability testing. The third stage is the stage of hypothesis testing using t-test and F test to test the hypothesis either partially or simultaneously. Further calculated the adjusted coefficient of determination and the establishment of the regression equation. The results of this study prove: Quality Service significant and positive impact on customer satisfaction. Competitive Advantage significant and negative effect on customer satisfaction. Quality Service and Competitive Advantage jointly significant and positive impact on customer satisfaction. Quality of Service is not significant and positive effect on customer loyalty. Competitive Advantage significant and positive impact on customer loyalty. Customer satisfaction is not significant and negative effect on customer loyalty. Service Quality, Customer Satisfaction and Competitive Advantage jointly significant and positive impact on customer loyalty. Intervention Quality of Service to Customer Loyalty can add to the strength of the influence of Service Quality on Customer Loyalty through Customer Satisfaction. Intervention Competitive Advantage for Customer Loyalty can increase the strength of Competitive Advantage for Customer Loyalty through Customer Satisfaction.

Kata kunci : Customer Loyalty, Customer Satisfaction, Quality of Service, Competitive Advantage.

File : 3. Ari Soeti Yani, SE., MM..doc

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