Kualitas Pelayanan dan Citra Perusahaan Terhadap Kepuasan Dampaknya Terhadap Loyalitas Pelanggan Studi Pada Sekolah Bola Voli Bandung Tectona
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Dec 1, 2019
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Penelitian ini adalah untuk mengetahui fenomena dan mendapatkan bukti empiris, juga kesimpulan yang menggambarkan masalah pada sekolah bola voli Bandung Tectona mengenai pengaruh kualitas pelayanan dan citra perusahaan terhadap kepuasan pelanggan dan dampaknya terhadap loyalitas pelanggan di sekolah bola voli Bandung Tectona. Penelitian ini menggunakan metode deskriptif dan verifikatif . Penelitian ini melakukan survey terhadap 107 responden yang dimana merupakan populasi atlet sekolah bola voli Bandung Tectona. Metode analisis data pada penelitian ini menggunakan analisis jalur. Hasil penelitian mengungkapkan bahwa kualitas pelayanan dan citra perusahaan yang dimiliki sekolah bola voli Bandunng Tectona berada dalam kategori baik, Kepuasan dan loyalitas pelanggan sekolah bola voli Bandung Tectona dalam kategori baik, dan terdapat pengaruh kualitas pelayanan dan citra perusahaan terhadap kepuasan dan dampaknya pada loyalitas pelanggan sekolah Bola Voli Bandung Tectona
Kata kunci : Kualitas pelayanan, citra perusahaan, kepuasan pelanggan, loyalitas pelanggan
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References
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Satryo Arie Wibowo, Heny K Suwarsinah, and Lilik Noor Yuliati. 2018. The Effects of VPTI’s Corporate Image and Service Quality on Satisfaction and Loyalty of The KSO SCISI Customers. Indonesian Journal of Business and Entrepeneurship. Vol. 4 No. 1.
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Sugiyono. 2017. Metode Penelitian Pendidikan: Pendekatan Kuantitatif, Kualitatif, dan R&D. Bandung : Alfabeta.
Sulistio Heri, Andi Tri Haryono, dan Moh Mukeri. 2018. Analisis Pengaruh Harga, Kualitas Pelayanan, Promosi dan Kepercayaan Terhadap Kepuasan Konsumen dengan Keputusan Berkunjung Sebagai Variabel Intervening di Hotel Hills Bandungan. Journal of Management. Vol. 4 No. 4.
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Boon Cheng Liat, Shaheen Mansori, and Cham Tat Huei. 2014. The Associations Between Service Quality, Corporate Image, Customer Satisfaction, and Loyalty: Evidence from the Malaysian Hotel Industry. Journal of Hospitality Marketing & Management. Vol. 23 No. 3.
Buchari Alma. 2014. Manajemen Pemasaran dan Pemasaran Jasa. CV. Alfabeta. Bandung.
Chung Ki-Han, Ji-Eun Yu, Myeong-Guk Choi, and Jae-Ik Shin. 2015. The Effects of CSR on Customer Satisfaction and Loyalty in China: The Moderating Role of Corporate Image. Journal of Economics, Business and Management, Vol. 3, No.5.
Fandy Tjiptono. 2014. Pemasaran Jasa, Cetakan ke-4, CV Andi Offset, Yogyakarta.
Giovanis Apostolos N., Dimitris Zondiros, Petros Tomaras. 2014. The Antecedents of Customer Loyalty for Broadband Services: the role of Service Quality, Emotional Satisfaction, and Corporate Image. Procedia – Social and Behavioral Sciences 148 (2014) 236-244.
Gregory. R. James and Jack G. Wiechman. 2011. Marketing Corporate Image: The Company as Your Number One Product. New York : McGraw Hill.
H. Sallahudin, S.M. Farid, M Ishamuddin, S Athirah, A. Rohaizan, B.R. Roslan, A. W.M. Ikbar, A. K. Firdaus, Z. M. Haziq dan J.Jimisiah. 2018. A Proposed Framework of Relationship Between Service Quality, Corporate Image, Satisfaction, and Loyalty in Higer TVET Universities. Journal of Fundamental and Applied Sciences 2018, vol.10 no.6.
Hawkins, D.I., Mothersbaugh, D. L., and Best, R. J. 2001. Consumer Behaviour: Building Marketing Strategy. New York : McGraw Hill Company Inc.
Huang Chun-chen, Szu-Wei Yen, Cheng-Yi Liu and Pei-Chen Huang. 2014. The Relationship Among Corporate Social Responsibility, Service Quality, Corporate Image and Purchase Intention. The International Journal of Organizational Innovation.
Juanim. 2017. Metodologi Penelitian Ekonomi dan Bisnis. Bandung : Fakultas Ekonomi & Bisnis Universitas Pasundan.
Juanim. 2004. Analisis Jalur Dalam Riset Pemasaran. Bandung : Fakultas Ekonomi Universitas Pasundan.
Khasimah Nor Aliman and Wan Normala Mohammad. 2016. Linking Service Quality, Patients Satisfaction and Behavioral Intentions: An investigation on Private Healthcare in Malaysia. Journal Social and Behavioral Sciences 224 (2016) 141-148.
Khazaei Javad P, Ali Dehghan, Hadi B Jamkhaneh, Akbar Jaberi, and Maryam Sharifkhani. 2016. The Effect of E-Service Quality on Football Fan Satisfaction and Fan Loyalty toward the Websites of Their Favorable Football Teams. International Journal of E-Business Research. Vol. 12 No. 1.
Kotler Philip dan Gerry Armstrong. 2014. Principle Of Marketing, 15th edition, Pearson Pretice Hall, New Jersey.
Kotler Philip and Kevin Lane Keller. 2016. Marketing Management, 15th Edition, Pearson Education,Inc.
Lee Siew-Peng and Sedigheh Moghavvemi. 2015. The Dimension od Service Quality and its Impact on Customer Satisfaction, Trust, and Loyalty: A case of Malaysian Banks. Asian Journal of Business and Accounting vol. 8(2).
Listyan Brilly Pratama Putra. 2018. Pengaruh Kualitas Pelayanan dan Harga Terhadap Loyalitas Dengan Keputusan Pembelian Sebagai Variabel Intervening. Jurnal Ilmu Manajemaen. Vol. 6. No. 1.
Lovelock Christoper dan Jochen Wirtz. 2011. Service Marketing. New Jersey USA : Pearson.
Lunarindiah Gatri. 2016. The Influence of Corporate Image, Service Quality, Perceived Value Toward Student Satisfaction and Student Lotalty. Jurnal Manajemen dan Pemasaran Jasa. Vol. 9 No. 2.
Meesala Appalayya and Justin Paul. 2018. Service Quality, Consumer Satisfaction and Loyality in Hospitals. Journal of Retailing and Consumer Service 40 (2018) 261-269.
Muszammil Abdul, Mukhlis Yunus, dan Nurdasila Darsono. 2017. Pengaruh Kualits Pelayanan dan Citra Perusahaan trhadap Loyalitas Pelanggan Indihome PT.Telkom Indonesia di Banda Aceh dengan Kepuasan dan Kepercayaan Pelanggan sebagai Variabel Mediasi. Jurnal Manajemen dan Inovasi. Vol. 8 No. 3.
Nilam Sari. 2018. Service Quality, Company Image, Trust, and ist influace on Customers Satisfaction and Loyalty at Bank Shariah Mandiri (BSM) Meulaboh Branch Office. The International journal of social vol.6, no.2.
Rambat Lupiyoadi. 2013. Manajemen Pemasaran Jasa. Jakarta: Salemba Empat.
Rini Rahayu Kurniati, Suharyono, Djambur Hamid, Zainul Arifin. 2015. The Effect of Customer Relationship Marketing (CRM) and Service Quality to Corporate Image, Value, Customer Satisfaction, and Customer Loyalty. European Journal of Business and Management Vol.7, No.11.
Safitri Erwina, MIntarti Rahayu, dan Nur Khuniyah. 2016. Pengaruh KUalitas Pelayanan dan Citra Perusahaan Terhadap Kepuasan Pelanggan dan Loyalitas Pelanggan Service Center Samsung di Kota Malang. Jurnal Ekonomi Bisnis. Vol. 21 No. 1.
Satryo Arie Wibowo, Heny K Suwarsinah, and Lilik Noor Yuliati. 2018. The Effects of VPTI’s Corporate Image and Service Quality on Satisfaction and Loyalty of The KSO SCISI Customers. Indonesian Journal of Business and Entrepeneurship. Vol. 4 No. 1.
Sofjan Assauri. 2013. Manajemen Pemasaran. Jakarta Rajawali Pers. Jakarta.
Stanton, William J. 2012. Prinsip Pemasaran, alih bahasa : Yohanes Lamarto. Jakarta : Erlangga.
Sugiyono. 2017. Metode Penelitian Pendidikan: Pendekatan Kuantitatif, Kualitatif, dan R&D. Bandung : Alfabeta.
Sulistio Heri, Andi Tri Haryono, dan Moh Mukeri. 2018. Analisis Pengaruh Harga, Kualitas Pelayanan, Promosi dan Kepercayaan Terhadap Kepuasan Konsumen dengan Keputusan Berkunjung Sebagai Variabel Intervening di Hotel Hills Bandungan. Journal of Management. Vol. 4 No. 4.
Syarif Ade Maulana. 2016. Pengaruh Kualitas Pelayanan dan Harga Terhadap Kepuasan Pelanggan PT.Toi. Jurnal Ekonomi Universitas Esa Unggul. Vol. 7 No. 2.