THE CUSTOMER LOYALTY OF PATAS PURWAKARTA TRAIN SERVICE USERS
Abstract
The aim of this research is to find out the influence of service quality, ticket price, and customer satisfaction to the customer loyalty. It is a quantitative research using the data analysis method of Path Analysis. The results indicate that both variables of Service Quality (X1) and Ticket Price (X2) have a significant direct influence to the variable of Customer Satisfaction (Y1), whereas the variable of customer satisfaction has a significant indirect influence to the variable of Customer Loyalty (Y2) [through intervening the variable of customer satisfaction]. It is found in a sequence that the variables most influential to the increase of Customer Loyalty are: Service Quality, Customer Satisfaction, and the Ticket Price in the last rank.
The results of path analysis indicate that service quality can directly influence the customer loyalty. It can be optimistically improved as maximal as possible through 5 factors having positive influences in enhancing customer loyalty. Meanwhile, Ticket Price still indirectly influences the customer loyalty and it can pesimistically still be enhanced through the policy on tariff and it is difficult to implement, only can be driven if the ticket price provided by the transport service provider is more competitive and more various as well as affordable for the consumer purchase power of that transport sevice.
Keywords
Full Text:
PDFReferences
Angin, Jasanta Perangin., ”Studi Peningkatan Loyalitas Pelanggan Ritel (Studi Kasus Toko Amelia)”, Thesis for Magister Program in Management, Universitas Diponogoro Semarang 2009. Unpublished.
Arikunto, Suharsimi., Prosedur Penelitian. Bina Aksara. Jakarta. 2005.
Aritonang, Lerbin, Penelitian Pemasaran, UPT Penerbitan Universitas Tarumanagara, Jakarta, 1998.
Ferdinand, Augusty T., Metode Penelitian Manajemen, Badan Penerbit Universitas Diponegoro. Semarang 2006.
Fernell, C. and Wernerfelt, B. (1987), “Defensive Marketing Strategy by Costumer Complain Management : A theoretical analysis”. Journal of marketing research, vol 24 no 4, p.337-346”.
Ghozali, Imam., Aplikasi Analisis Multivariate bagi Program SPSS. Badan Penerbit UNDIP. Semarang, 2001.
Hadi, Sutrisno., Metodologi Research. UGM. Yogyakarta, 2001.
Hair, JR, Joseph F, Rolp E. Andeson,Ropnald L. Tathan and William C.Black, 1995, Multivariate Data Analysis with Reading, Forth Ed, Prentice Hall International, Inc.
Juwandi, Hendy Irawan., Kepuasan Pelayanan Jasa. Erlangga. Jakarta, 2004.
Kotler, Philip., Manajemen Pemasaran di Indonesia: Analisis, Perencanaan, Implementasi dan Pengendalian, Salemba Empat, Jakarta. 2002.
Lupiyoadi, Rambat and Hamdani, A., Manajemen Pemasaran Jasa, Salemba Empat, Jakarta 2001.
Lupiyoadi, Rambat and Hamdani, A., Manajemen Pemasaran Jasa. Salemba Empat. Jakarta 2006.
Maylina, Wenny., Faktor-faktor yang Mempengaruhi Kesetiaan terhadap Merek pada Konsumen Pasta Gigi Pepsodent di Surabaya, Jurnal Ventura, Volume 6. Surabaya 2003.
Parasuraman, A, Berry L.L. and Zeithaml, V.A 1985, “Conceptual Model of Service Quality and its Implications for Future Research”, Journal of Marketing, Vol 49, Autumm, p.41-50.
Parasuraman, A., Valarie A. Zeithaml and Leonard L. Berry, (1988)., “SERVQUAL: A Multiple- Item Scale for Measuring Consumer Perceptions of Service Quality,” Journal of Retailing, Vol 64 No 1, Spring, p12-40
Putra, Febri Tri Bramasta dan Raharja, Edy., “Analisis Pengaruh Kualitas Pelayanan, Harga Dan kepuasan Pelanggan Terhadap Loyalitas Pelanggan Di Bengkel Mobil Rapiglass Autocare Semarang”, Thesis for Bachelor Degree, Management Department, Faculty of Economics and Business, Diponegoro University 2010 (DIPONEGORO JOURNAL OF MANAGEMENT, http://ejournal-s1.undip.ac.id/index.php/dbr: Volume 1, Nomor 1, Tahun 2012).
Rachel., Faktor-faktor yang mempengaruhi loyalitas konsumen dengan kepuasan konsumen Sebagai variabel intervening, Thesis for Bachelor Degree, Management Department, Faculty of Economics and Business, Diponegoro University, Semarang 2007. Unpublished.
Setya Ningtyas, Ambar 2008. Analisis Pengaruh Persepsi Harga, Kebiasaan, Brand Image, dan Komitmen Konsumen terhadap Keputusan Pembelian Rokok Gudang Garam. Unpublished Thesis.
Santoso, Singgih. 2001. Panduan LengkapMenguasai SPSS 16. Jakarta: Elex Media Komputindo. Tjiptono, Fandy. 2000. Prinsip & Dinamika Pemasaran. First edition. Yogyakarta: J & J Learning.
Tjiptono, Fandy., Prinsip & Dinamika Pemasaran. First edition. J & J Learning. Yogyakarta, 2000.
Tjiptono, Fandy., Strategi Pemasaran, First edition, Andi Ofset, Yogyakarta 2007.
Widyaningtyas, Richa., ”Faktor-Faktor yang Mempengaruhi Loyalitas Serta Dampaknya Pada Kepuasan Konsumen Dalam Menggunakan Jasa Kereta Api Harina di PT. Kereta Api Indonesia DAOP IV Semarang”. Management Department, Faculty of Economics and Business, Diponegoro University, 2010. Unpublished Thesis.
Zeithaml, Valarie A., A Parasuraman, Berry, Leonard L., Service Quality: Balancing Customer Perception an Expectation, Free Press, New York, 1990.
DOI: http://dx.doi.org/10.54324/j.mtl.v3i1.139
Refbacks
- There are currently no refbacks.
Copyright (c) 2017 JURNAL MANAJEMEN TRANSPORTASI DAN LOGISTIK

This work is licensed under a Creative Commons Attribution-NonCommercial 4.0 International License.
Jurnal Manajemen Transportasi & Logistik (JMTRANSLOG) is licensed under a Creative Commons Attribution-NonCommercial 4.0 International License.