KEPUASAN PENGGUNA JASA TRANSPORTASI UNTUK MENINGKATKAN LOYALITAS
DOI:
https://doi.org/10.54324/j.mtl.v3i3.81Keywords:
service quality, ticket fare, consumer satisfaction, loyaltyAbstract
This study aims to analyze and describe the direct and indirect effects between service quality and ticket fare through customer satisfaction to achieve customer loyalty of Perum DAMRI Land Transport service at central office /Prime Pull Perum Damri in Jakarta. The population is Perum DAMRI customers who have used the services of Perum DAMRI several times for several destinations. While the sample is Perum DAMRI customers in the Region of DKI Jakarta of 125 respondents, using purposive sampling. The analysis used in this research is Path Analysis Method. The calculations indicate that the variables of service quality to customer satisfaction is significant. Based on calculations, it is indicated that the ticket fare variable to consumer satisfaction is significant. Consumer satisfaction can be an intervening variable between service quality and loyalty of consumers. Consumer satisfaction can be an intervening variable between the ticket fare to the customers’ loyalty. Based on the test results, the variable of consumer satisfaction on customer loyalty is significant, Adjusted R Square (R2) of 0.981 shows that 98.1 % of the variance or consumer loyalty is determined by the independent variables and intervening variables in the regression equationReferences
Ferdinand, Augusty T. 2006. Metode Penelitian Manajemen, Semarang: Badan Penerbit Universitas Diponegoro.
Ghozali, Imam. 2001. Aplikasi Analisis Multivariate bagi Program SPSS. Semarang: Badan Penerbit UNDIP.
Juwandi, Hendy Irawan. 2004. Kepuasan Pelayanan Jasa. Jakarta : Erlangga.
Kotler, Philip dan Keller, Kevin Lane. 2008. Manajemen Pemasaran, Edisi Ketiga Belas Jilid I, Penerbit Erlangga (Penerjemah: Bob Sabran, MM), Jakarta: PT Gelora Aksara Pratama.
Kristaung, Robert & Iskandar Tjandrawan, Denny. 2006. Upaya Memahami dan Meningkatkan Loyalitas Pelanggan Jasa. Jurnal Manajemen Krida Wacana 6 (1).
Lupiyoadi, Rambat & Hamdani, A. 2006. Manajemen Pemasaran Jasa, Jakarta: Salemba Empat.
Maylina, Wenny. 2003. 'Faktor-faktor yang Mempengaruhi Kesetiaan terhadap Merek pada Konsumen Pasta Gigi Pepsodent di Surabaya', Jurnal Ventura 6.
Parasuraman, A., Valarie A. Zeithaml and Leonard L. Berry Hendy., 1998 Service Quality: Balancing Customer Perception an Expectation, New York : Free Press.
Swastha, Basu dan Irawan. 2005. Manajemen Pemasaran Modern, Yogyakarta : Liberty.
Widyaningtyas, Richa., 2010. 'Faktor-Faktor yang Mempengaruhi Loyalitas Serta Dampaknya Pada Kepuasan Konsumen Dalam Menggunakan Jasa Kereta Api Harina di PT. Kereta Api Indonesia DAOP IV Semarang' [Thesis]. Semarang : Jurusan Manajemen Fakultas Ekonomika dan Bisnis Universitas Diponegoro.
Downloads
Published
Issue
Section
License
Authors who publish with this journal agree to the following terms:
- Authors retain copyright and grant the journal right of first publication with the work simultaneously licensed under a Creative Commons Attribution License that allows others to share the work with an acknowledgement of the work's authorship and initial publication in this journal.
- Authors are able to enter into separate, additional contractual arrangements for the non-exclusive distribution of the journal's published version of the work (e.g., post it to an institutional repository or publish it in a book), with an acknowledgement of its initial publication in this journal.
- Authors are permitted and encouraged to post their work online (e.g., in institutional repositories or on their website) prior to and during the submission process, as it can lead to productive exchanges, as well as earlier and greater citation of published work (See The Effect of Open Access).
