THE EFFECT OF SERVICE QUALITY FOR CUSTOMER SATISFACTION TO CREATE SUSTAINABLE GROWING COMPANIES
Abstract
The purpose of this study is to determine the effect of service quality on customer satisfaction to create a sustainable growth enterprise. The issue of the research is based on an interesting event in the airline industry, which experienced an increase in passengers. Yet, there is different situation in the company who sold tickets for this airline industry. Population of the study was customers of PT. Java Holiday Tour and Travel Service. Simple Random sampling method has been applied. It was obtained a sample of 240 respondents. The result showed, the value of the determination coefficient (R2) of 0.761 which means that the independent variables (tangible, reliability, responsiveness, assurance, and empathy) had significant effect of consumer satisfaction (Y) 76.1 percent. The variable quality of service attributes into customer preferences ware responsiveness (0,102), empathy (0,098), reliability (0.095), tangible (0.073) and assurance (0.063). New customers will pay more attention to tangible attributes. On the other hand, the old customer in the A segment will require a higher empathy attribute rather than customer in segment below it.
Keywords
Full Text:
PDFReferences
Arikunto, (1995). Manajemen Penelitian. Jakarta: Rineka Cipta.
Aristonandri, P .,(2006). Marketing Research for Beginner. Yogyakarta: Penerbit Andi
Astuti, W., (2002). Pengaruh Pengembangan Nilai Pelanggan Melalui Multiguna Produk, Relasional dan Citra Usaha Terhadap Aktivitas Menabung Pada Bank Umum (Di Wilayah Kerja Bank Indonesia Malang), Disertasi (Tidak dipublikasi), Pasca Sarjana Universitas Airlangga Surabaya.
Bernadine., (2005). Analisis Pengaruh Kualitas Layanan terhadap Kepuasan Pelanggan: Studi Kasus pada Rumah Makan Pondok Laras di Kelapa Dua, Depok, Jurnal Ekonomi Perusahaan, Volume 12 No.3 September 2005: 318-336.
Brady, M. K. dan Cronin Jr. (2001). Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach, Journal of Marketing, July, Vol. 65:
Cronin, Jr., and Steven A. T. ,(1992). Measuring Service Quality: A Re-examination and Extension, Journal of Marketing, vol. 56: 55 — 68.
Forman, E and Selly, M. A. , (2004). Decision by Objective, How to Convince Others that You are Right, Management of Science. George Washington University.
Gujarati, D., (1991). Ekonometrik Dasar. Terjemahan. Jakarta: Penerbit Erlangga.
Hafer, G.B., (1980). A Look Back, A Look Ahead. Chicago: American Marketing Association.
Howard, J. A. , and Sheth. J.N., (1967). Theory of Buyer Behavior, Changing Market Systems, R. Moyer: 253 - 262.
Irawan, H. , (2005). Indonesian Customer Satisfaction: Membedah Strategi Kepuasan Pelanggan Merek Pemenang ICSA. Jakarta: PT. Elex Media Komputindo.
Jawa Pos, (2007). Perlu Merger dan Konsolidasi Antarmaskapai. 'Jawa Pos 31 Desember 2007: 8.
Lupiyoadi, R., (2006). Manajemen Pemasaran Jasa, edisi 2. Jakarta: Salemba Empat.
Kotler, P., (2005). Manajemen Pemasaran Jilid 1. Jakarta: PT. Indeks
McDougall G.H. and Levesque, T.J. (1994). Benefit Segmentation by Factor Analysis: An Improved Method of Targeting Customers for Financial Services, International Journal of Bank Marketing, vol. 14, No.3: 3 — 13.
O'Donnell, A. and Cummins, D. (1999). The Use of Qualitative Methods to Research Networking in SMEs, Qualitative Market Research, Vol. 2. No.2, 1999: 82 — 91.
Palmerino, M.B. (1999). Take a Quality Approach to Qualitative Research, Marketing News, Vol. 33 No. 12, 35-36.
Parasuraman, A., Zeithaml, V. A and Berry L.L., (1985). A Conceptual Model of Service Quality and Its Implication for Future Research, Journal of Marketing, vol 49 (Fall): 41 - 50.
Saaty, T. L., (1988). Decision Making for Leader, The Analytical Hierarchical Process and Decision in Complex World. University of Pittsburgh.
Secord , P.F., and Backman C.W., (1964). Social Psychology. New York: McGraw- Hill.
Singarimbun, M and Effendi, S (Editor). (1995). Metode Penelitian Survey. Jakarta: LEES.
Tjiptono, F. (2005). Pemasaran Jasa. Malang: Bayumedia Publishing.
Underwood, R.L. (2003). The Communicative Power of Product Packaging Creating Brand Identity Via Leved and Mediated experience, Journal of Marketing Theory and Practice, Vol. 11, No. 1, 62 - 76.
Wahyono, T. E., (2006). Pengaruh Kualitas Layanan dan Kepuasan Pelanggan Terhadap Minat Pembelian Ulang Pada Industri Retail, Jurnal Manajemen dan Bisnis, Volume 5, No 2, 154 — 168.
Zeithaml, V. A., Berry, L and Parasuraman, A., (1996). The Behavioral Consequence of Service Quality, Journal of Marketing, vol 60.
Zeithaml, V. A., and Bitner, M.J. (2000). Marketing Services, 2nd edition. New York: Me. Graw Hill.
DOI: http://dx.doi.org/10.12962/j24609463.v7i1.2429
Refbacks
- There are currently no refbacks.
Jurnal Teknobisnis by LPPM ITS is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.
Based on a work at https://iptek.its.ac.id/index.php/tekno/index.