PENGARUH KUALITAS PELAYANAN JASA TERHADAP KEPUASAN PELANGGAN (STUDI ORENZTAXI DI SURABAYA)
DOI:
https://doi.org/10.26740/bisma.v9n2.p80-90Abstract
Purpose of this study for examine and analyze the influence of the quality of service that consists of physical evidence, reliability, responsiveness, assurance and empathy for customers satisfaction Orenztaxi. This study used a quantitative research using surveys and questionnaires to 100 Orenztaxi customers in Surabaya. The data analysis technique used in this study is multiple linear regression analysis. It was found that the variable quality of services consisting of physical evidence, reliability, responsiveness, assurance, and empathy simultaneously have an influence on customers satisfaction at Orenztaxi Surabaya and the variable quality of services consisting of physical evidence, reliability, responsiveness, assurance, and empathy partially positive and significant effect on customers satisfaction at Orienztaxi Surabaya.
References
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Widjoyo, O.I., Rumambi, J. L., & Kunto, S.Y. 2013. Analisa pengaruh kualitas layanan terhadap kepuasan konsumen pada layanan drive thru McDonalds Basuki Rahmat di Surabaya, Jurnal Manajemen Pemasaran Vol. 1, No. 1, p. 1-12.
Wijayanto, K. 2015. Pengaruh kualitas pelayanan terhadap kepuasan dan loyalitas nasabah bank,Jurnal Ekonomi Manajemen Sumber Daya, Vol. 17, No. 1, p. 38-45.
Yee, R. W. Y., Yeung, A. C. L., & Edwin Cheng, T. C. 2010. An empirical study ofemployee loyalty, service quality and firm performance in the service industry, International Journal of Production Economics,Vol. 124, No. 1, p. 109-120. doi:10.1016/j.ijpe.2009.10.015.
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Akhtar, M. N., Hunjra, A. I., Akbar, S. W., Kashif-Ur-Rehman, & Niazi, G. S. K. 2011. Relationship between customer satisfaction and service quality of Islamic banks, World Applied Sciences Journal, Vo. 13, No. 3,p. 453-459.
Aryani, D & Rosinta, F. 2010.Pengaruh Kualitas Layanan terhadap Kepuasan Pelanggandalam Membentuk Loyalitas Pelanggan, Jurnal Ilmu Administrasi dan Organisasi, Vol.17,No. 2, p.114-126.
Belás, J., & GabÄová, L. 2014. Reasons for Satisfaction and Dissatisfaction ofBank Customers: Study from Slovakia and the Czech Republic. International Journal of Entrepreneurial Knowledge, Vo. 2, No. 1, p. 4-13.doi:10.15759/ijek/2014/v2i1/53759.
Chaniotakis, Ioannis. E. and Constantine Lymperopoulos. 2009. Service quality effect on satisfaction and word of mouth in the Health Care Industry,Journal Managing Service Quality, Vol, 2, No. 19, p. 229 242.
Chavan, J., & Ahmad, F. 2013. Factors Affecting On Customer Satisfaction inRetail Banking: An Empirical Study,International Journal of Business and Management Invention, Vol. 2, No. 1, p. 55-62.
Dabbolkar, P. A. 1995. A contingency framework for predicting causality between customer satisfaction and service quality, Advances in Consumer Research, Vol. 22, No. 1, p. 101-108.
Ghozali, Imam. 2013. AplikasiAnalisis Multivariate SPSS. Badan Penerbit Universitas Diponegoro, Semarang.
Ganguli, S.,&Roy, S, J. 2011.Generic technology-based servicequality dimensions in bankingImpact on customer satisfaction and loyalty, International Journal of BankMarketing,Vo. 29, No. 2, p. 168-189.
Hussain, R., Nasser, A., & Hussain, Y. 2014. Service quality and customer satisfaction of a UAE-based airline: An empirical investigation, Journal of Air Transport Management, Vol. 35, p. 102-107.
Istianto, J., & Tyra, J. 2011. Analisis pengaruh kualitas pelayanan terhadap kepuasan pelanggan rumah makan Ketty Resto Palembang,Jurnal Ekonomi & Informasi Akuntansi, Vol. 1, No. 3, p. 275- 293.
Koestanto, H.T., &Yuniati, T. 2014. Pengaruh kualitas pelayanan trehadap kepuasan pelanggan pada bank Jatim cabang Klampis Surabaya,Jurnal Ilmu & Riset Manajemen,Vol. 3, No. 10, p. 1-18.
Lam, S.-Y., Lee, V.-H., Ooi, K.-B. & Lin, B. 2011. The relationship between TQM, learning orientation and market performance in service organisations: an empirical analysis,Total Quality Management & Business Excellence, Vol. 22, No. 12, p. 1277-1297.
Liang, X. & Zhang, S. 2009. Investigation of customer satisfaction in student food service,International Journal of Quality and Service Sciences, Vol. 1, No. 1, p. 113-124.
Lin, R.J., Chen, R.H. & Chiu, K.K.S. 2010. Customerrelationship management and innovation capability:an empirical study,Industrial Management & Data Systems, Vol. 101, No.1, p. 111-133.
McAlexander, J. H., Kaldenberg, D. O., & Koenig, H. F. 1994. Service quality measurement, Journal of Health Care Marketing, Vol. 14, No. 3, p. 34-40.
Naik, C. N. K., Gantasala, S. B., & Prabhakar, G. V. 2010. SERVQUAL, customer satisfaction and behavioural intentions in retailing, European Journal of Social Sciences, Vol. 17, No. 2, p. 200-213.
Parasuraman, A., Zeithaml, V. and Berry, L. 1985. A conceptual model of service quality and itsimplications for future research, Journal of Marketing, Vol. 49, p. 41-50.
Putri, S., & Nurcahya.2011. Pengaruh dimensi kualitas pelayanan jasa terhadap kepuasan pelanggan D&I Skin Centre Denpasar, Jurnal Manajemen, Fakultas Ekonomi Universitas Udayana, p. 918 - 937.
Qin, H. and Prybutok, V.R. 2009.Service quality, customer satisfaction, andbehavioralintentions in fast-food restaurants,International Journal of Quality and Service Sciences,Vol. 1, No. 1, p. 78-95.
Senic, V& MarinkoviÌc, V. 2014.Examining the effect of different components of customer value on attitudinal loyalty and behavioral intentions,International Journal of Quality and Service Sciences, Vol. 6 Nos 2/3, p. 134-142.
Sugiyono. 2015. Statistik untuk Penelitian, Bandung. Alfabeta.
Tjiptono, Fandy. 2012. Service, Quality & Satisfaktion.Penerbit Andi Offset, Yogyakarta.
Utami, S., & Jatra, M. 2015. Pengaruh kualitas layanan terhadap kepuasan pelanggan restoran Baruna Sanur, E-Jurnal Manajemen Unud, Vol. 4, No. 7, p. 1984-2000.
Widjoyo, O.I., Rumambi, J. L., & Kunto, S.Y. 2013. Analisa pengaruh kualitas layanan terhadap kepuasan konsumen pada layanan drive thru McDonalds Basuki Rahmat di Surabaya, Jurnal Manajemen Pemasaran Vol. 1, No. 1, p. 1-12.
Wijayanto, K. 2015. Pengaruh kualitas pelayanan terhadap kepuasan dan loyalitas nasabah bank,Jurnal Ekonomi Manajemen Sumber Daya, Vol. 17, No. 1, p. 38-45.
Yee, R. W. Y., Yeung, A. C. L., & Edwin Cheng, T. C. 2010. An empirical study ofemployee loyalty, service quality and firm performance in the service industry, International Journal of Production Economics,Vol. 124, No. 1, p. 109-120. doi:10.1016/j.ijpe.2009.10.015.
Yuniar, V&Setyorini, R. Pengaruh kualitas pelayanan terhadap kepuasan konsumen pada perusahaan jasa EMKL Saputra Trans Abadi Cirebon, https://open library.telkomuniversity.ac.id.
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2018-04-06
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Noerchoidah, N. (2018). PENGARUH KUALITAS PELAYANAN JASA TERHADAP KEPUASAN PELANGGAN (STUDI ORENZTAXI DI SURABAYA). BISMA (Bisnis Dan Manajemen), 9(2), 80–90. https://doi.org/10.26740/bisma.v9n2.p80-90
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