Pengaruh Kualitas Layanan terhadap Loyalitas Pelanggan Melalui Kepuasan Pelanggan sebagai Variabel Intervening (Studi pada Pelanggan Dunkin Donuts di Surabaya dan Sidoarjo)
DOI:
https://doi.org/10.26740/bisma.v9n1.p43-55Keywords:
Service Quality, Customer Satisfaction, Customer Lyalty.Abstract
The purpose of this study is to find out is there any influence of service quality on customer loyalty through customer satisfaction as intervening variable on customer Dunkin Donuts in Surabaya and Sidoarjo. This research using non-probability sampling with judgemental sampling as sampling category. This research take 220 people as a respondents of the sample object. The respondents of this research is the customer Dunkin 'Donuts men and women aged 18-50 years who have made a purchase and consume directly at the Dunkin' Donuts at least 2 times in the last 3 months. The instruments used is an observation, documentation, interview and questionnaire that analyzed using a Likert scale. Analysis of data using path analysis. The result of this research showed that there is any influence of service quality on customer loyalty through customer satisfaction as intervening variable.
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Andreani, Fransisca, Taniaji, T.L., & Puspitasari, R.N.M. 2012. œThe Impact of Brand Image, Customer Loyalty with Customer Satisfaction as A Mediator in Mcdonalds. Jurnal Manajemen dan Kewirausahaan. Vol 14 (1): pp 63-70
Aryani, Dwi & Rosinta, Febrina. 2010. œPengaruh Kualitas Layanan terhadap Kepuasan Pelanggan dalam Membentuk Loyalitas Pelanggan. Jurnal Ilmu Administrasi dan Organisasi. Vol. 17 (2) pp: 114-126
Baron, R.M., & Kenny, D.A. 1996. œThe Moderator-Mediator Variable Distinction in Social Psychological Research: Conceptual, Strategic, and Statictical Considerations. Journal of Personality and Social Psychology. Vol. 51(6) pp: 1173-1182
Engel, J.F., Blackwell, R.D., & Miniard, P.W. 1995. Perilaku Konsumen. Jakarta : Binarupa Aksara
Ghozali, Imam. 2013. Aplikasi Analisis Multivariate Dengan Program SPSS. Edisi Keempat. Semarang: Badan Penerbit Universitas Diponegoro.
Griffin, Jill. 2005. Customer Loyalty. Jakarta: Erlangga
Hurriyati, Ratih. 2010. Bauran Pemasaran dan Loyalitas Konsumen. Bandung: CV Alvabeta.
Irawan, Deny & Japarianto, Edwin. 2013. œAnalisa Pengaruh Kualitas Produk Terhadap Loyalitas Melalui Kepuasan Sebagai Variabel Intervening Pada Pelanggan Restoran Por Kee Surabaya. Jurnal Manajemen Pemasaran. Vol. 1 (2) pp: 1-8
Irawan, Handy. 2002. 10 Prinsip Kepuasan Pelanggan. Jakarta: PT Elex Media
IvanauskienÄ—, Neringa & VolungÄ—naitÄ—, Justina. 2014. œRelations between Service Quality and Customer Loyalty: An Empirical Investigation of Retail Chain Stores in Emerging Markets. American International Journal of Social Science. Vol. 3 (2) pp: 113-120
Jajak Pendapat, (Online), http://jakpat.net/donuts-oh-donuts-dunkin-donuts-vs-j-co-donuts-in-indonesia/ , (diakses 20 april 2016)
Kotler, Philip & Keller, L Kevin. 2009. Manajemen Pemasaran Jilid 1 Edisi 13. Jakarta: Erlangga
Kuliner Kota, (Online), https://kulinerkota.wordpress.com/ alamat-restoran-waralaba/surabaya/dunkin-donuts-surabaya/ , (diakses 03 Agustus 2016)
Lupiyoadi, Rambat. 2014. Manajemen Pemasaran Jasa Berbasis Kompetensi Edisi 3. Jakarta: Salemba Empat
Malhotra, Naresh K. 2009. Riset Pemasaran Pendekatan Terapan Jilid 1 Edisi keempat.Jakarta: Indeks
Quyet, T.V., Vinh, N.Q., & Chang, Taikoo. 2015. œService Quality Effects on Customer Satisfaction in Banking Industry. International Journal of u- and e- Service, Science and Technology. Vol. 8 (8) pp: 199-206
Ramseook, Prabha & Munhurrun. 2012. œPerceived Service Quality In Restaurant Services: Evidence From Mauritius. International Journal Of Management And Marketing Research. Vol. 5 (3) pp: 1-14
Rousan, Al., M. Ramzi, Badaruddin Mohamed. 2010. œCustomer Loyalty and the Impacts of Service Quality: The Case of ive Star Hotels in Jordan. International Journal of Human and Social Sciences. Vol. 5 (13) pp: 886-892
Sachro. 2013. œThe Effect Service Quality to Customer Satisfaction and Customer Loyalty. IOSR Journal of Business and Management. Vol. 12 (1) pp: 33-38
Sarwono, Jonathan dan Tutty Martadireja. 2008. Riset Bisnis untuk Pengambilan Keputusaan. Yogyakarta: Andi.
Sarwono, Jonathan. 2010. Metode Penelitian Kuantitatif & Kualitatif. Yogyakarta: Graha Ilmu
Sasongko, Felita & Subagio, Hartono. 2013. œPengaruh Kualitas Layanan Terhadap Kepuasan Pelanggan Restoran Ayam Penyet Ria. Jurnal Manajemen Pemasaran Petra. Vol. 1 (2) pp: 1-7
Setiawan, Ivan Aries dan Ritonga, Ferdiansyah. 2011. Analisis jalur (Path Analysis) Dengan Menggunakan Program AMOS. Tangerang: Suluh Media.
Siddiqi, K Omar. 2011. œInterrelations between Service Quality Attributes, Customer Satisfaction and Customer Loyalty in the Retail Banking Sector in Bangladesh. International Journal of Business and Management. Vol. 6 (3) pp: 12-36
Simamora, Bilson. 2005. Analisis Multivariat Pemasaran. Jakarta: PT Gramedia Pustaka Utama.
Solimun. 2005. Structure Equation Modeling (SEM) lisrel & Amos. Malang: Fakultas MIPA Universitas Brawijaya Malang. Sugiyono. 2014. Metode Penelitian Bisnis. Bandung: Alfabeta. Sumarwan, Ujang. 2011. Perilaku Konsumen Teori dan Penerapannya dalam Pemasaran. Bogor: Ghalia Indonesia Tjiptono, Fandy & Chandra, Gregorius. 2007. Service, Quality & Satisfaction, Edisi 2. Yogyakarta: ANDI
Tjiptono, Fandy & Diana, Anastasia. 2015. Pelanggan Puas? Tak Cukup!. Yogyakarta: ANDI
Top Band Indeks 2015 Fase 2, (Online), http://www.topbrand-award.com/top-brand-survey/survey-result, (diakses 10 desember 2015)
Website Dunkin Donuts, (Online), http://www.dunkindonuts.co.id/about.php , (diakses 12 desember 2015)
Wijaya, Tony. 2009. Analisis Structural Equation Modelling menggunakan AMOS. Yogyakarta: Universitas Atma Jaya.
Zafar, Mohsin et. al. 2012. œService Quality, Customer Satisfaction and Loyalty: An Empirical Analysis of Banking Sector in Pakistan. Information Management and Business Review. Vol. 4 (3) pp: 159-167
www.kemenperin.go.id/artikel/10589/Target-Pertumbuhan-Industri-2015-Dipangkas-Jadi-6,1 , (diakses 7 desember 2015)
http://beritadaerah.co.id/2015/08/27/bisnis-waralaba-bertumbuh- mencapai-20-tahun-2015/, (diakses 7 desember 2015)
http://www.bungasari.com/flour_power/flour_101_detail/214/Perk embangan-Industri-Tepung-Terigu-di-Indonesia , (diakses 20 april 2016)
http://quantpsy.org/sobel/sobel.html , diakses 29 juni 2016)
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Published
2018-04-06
How to Cite
Dewi, K. A. (2018). Pengaruh Kualitas Layanan terhadap Loyalitas Pelanggan Melalui Kepuasan Pelanggan sebagai Variabel Intervening (Studi pada Pelanggan Dunkin Donuts di Surabaya dan Sidoarjo). BISMA (Bisnis Dan Manajemen), 9(1), 43–55. https://doi.org/10.26740/bisma.v9n1.p43-55
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