The Influence Of Service Quality, Customer Satisfaction And Company Image On Customer Loyalty At PT X
DOI:
https://doi.org/10.30587/innovation.v5i1.7790Keywords:
service quality, customer satisfaction, company image, customer loyaltyAbstract
Tujuan penelitian ini adalah untuk mengetahui dan menganalisis bagaimana Pengaruh Kualitas Pelayanan, Kepuasan Pelanggan dan Citra Perusahaan terhadap Loyalitas Pelanggan pada PT X. Pada penelitian ini peneliti menggunakan sampel yang berjumlah 32 responden. Teknik sampling dalam penelitian ini menggunakan teknik sampling jenuh. Data dalam penelitian ini diambil menggunakan kuesioner yang diukur dengan skala likert. Penelitian ini menggunakan analisis regresi linier berganda dengan bantuan software SPSS versi 25. Hasil penelitian ini menunjukkan bahwa variabel Kualitas Pelayanan berpengaruh secara parsial terhadap variabel Loyalitas Pelanggan dengan nilai t hitung 4,300 > nilai t tabel 1,694, namun variabel Kepuasan Pelanggan dengan nilai t hitung 1,463 < nilai t tabel 1,694 dan variabel Citra Perusahaan dengan nilai t hitung 0,688 < nilai t tabel 1,694 tidak berpengaruh secara parsial terhadap variabel Loyalitas Pelanggan. Hasil penelitian ini juga menunjukkan bahwa variabel Kualitas Pelayanan, variabel Kepuasan Pelanggan dan variabel Citra Perusahaan berpengaruh secara simultan terhadap variabel Loyalitas Pelanggan.
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http://repository.ipb.ac.id/handle/123456789/70331
Canton, B. (2012). Basics of Public Relations. Bandung: PT. Rosdakarya Teenager.
Dodds, W. B., Monroe, K. B., & Grewal, D. (1991). Effects of price, brand, and store information on buyers’ product evaluations. Journal of marketing research, 28(3), 307-319.
Firdaus, H. (2017). ANALYSIS OF THE INFLUENCE OF CUSTOMER SATISFACTION, QUALITY SERVICE AND TRUST IN CUSTOMER LOYALTY IN USING SERVICES GO-JEK (CASE STUDY IN THE PALEMBANG CITY PAHLAWAN KEL COMMUNITY) (Doctoral dissertation, UIN RADEN FATAH PALEMBANG).
http://repository.radenfatah.ac.id/id/eprint/989
Ismanto, J. (2020). Marketing Management. edited by WN Hidayat.
Cashmere. (2017). Customer Service Excellent Theory and Practice. Jakarta: RajaGrafindo Persada.
Kotler, Philip & Gary Armstrong. (2018). Marketing Principles. Edition. 12. Volume 1. Jakarta: Erlangga.
Mangiri, N. J. S., & Sasabone, L. (2023). The Influence of Company Image and Service Quality on Customer Loyalty at Pt. Grace of Logistics. Scientific Journal of Management, Economics & Accounting (MEA), 7(2), 1346-1352.
DOI:10.31955/mea.v7i2.3177
Maskur, M., Qomariah, N., & Nursaidah, N. (2016). Analysis of the influence of service quality, price and customer satisfaction on customer loyalty (case study at the Larasati Lumajang Car Workshop). Indonesian Journal of Management Science and Business, 6(2).
DOI: https://doi.org/10.32528/smbi.v7i2.1229
Mukarom, Z., & Laksana, M. W. (2015). Public service management.
Mowen, J. C., & Minor, M. (2002). Consumer behavior. Jakarta: Erlangga, 90, 16-38.
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1994). Reassessment of expectations as a standard of comparison in measuring service quality: Implications for further research. Marketing journal , 58 (1), 111-124.
Purnama, R., & Hidayah, A. A. (2019). The Influence of Service Quality, Company Image, and Trust on Customer Satisfaction and Their Influence on Customer Loyalty. Tirtayasa Ekonomika, 14(2), 187-203.
DOI:10.35448/jte.v14i2.6529
Purba, R. P., & Ibrahim, M. (2017). The Influence of Company Image on Customer Loyalty (Case Study of Pt. Bintang Utara Representative of Dolok Sanggul). Riau University.
Rohana, T. (2020). The Influence of Satisfaction on Customer Loyalty. Ilman Journal: Journal of Management Science, 8(1), 28–32.
Rosalina, P., & Surianto, M. A. (2024). Analysis of Price, Product Quality and Satisfaction with Mcdonald Gresik Customer Loyalty: Study of Limited Time Offer Application Users. As-Syirkah: Islamic Economic & Financial Journal, 3(1), 431-447.
https://doi.org/10.56672/syirkah.v3i1.19
Sari, S. K. (2012). The Influence of Company Image on Consumer Interest (Evaluation of Sales of Aston Karimun City Hotel Room Services).
Soemirat, S. (2012). Basics of public relations.
Su, D.N., Nguyen-Phuoc, D.Q., & Johnson, L.W. (2021). The influence of perceived safety, engagement and perceived service quality on loyalty intentions among ride-sourcing passengers. Transportation , 48 (1), 369-393.
Supertini, N. P. S., Telagawati, N. L. W. S., & Yulianthini, N. N. (2020). The influence of customer trust and satisfaction on customer loyalty at Pusaka Kebaya in Singaraja. Prospects: Journal of Management and Business, 2(1), 61-73.
DOI: 10.23887/pjmb.v2i1.26201
Tjiptono, Fandy G. C. (2016). Service, Quality and Satisfaction.
Valentino, O., & Surianto, M. A. (2022). The Influence of Service Quality, Service Innovation and Customer Value on Customer Satisfaction at Dulin Diluk Travel. AKMAMI Journal (Accounting..., 3(1), 87-96.
http://jurnal.ceredindonesia.or.id/index.php/akmami/article/view/573%0Ahttp://jurnal.ceredindonesia.or.id/index.php/akmami/article/download/573/600
Yoo, B., & Donthu, N. (2001). Developing and validating a multidimensional consumer-based brand equity scale. Journal of business research, 52(1), 1-14.
Zahara, R. (2020). The influence of service quality on customer loyalty with customer satisfaction as an intervening variable. Journal of Strategic Management and Business Applications, 3(1), 31-38.
DOI: 10.36407/jmsab.v3i1.121
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Published
2024-06-07
How to Cite
Rizqiyah, N. L., & Surianto, M. A. (2024). The Influence Of Service Quality, Customer Satisfaction And Company Image On Customer Loyalty At PT X. INNOVATION RESEARCH JOURNAL, 5(1), 41–50. https://doi.org/10.30587/innovation.v5i1.7790
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