The Effects of VPTI's Corporate Image and Service Quality on Satisfaction And Loyalty of The KSO SCISI Customers

Arie Satryo Wibowo, Heny K Suwarsinah, Lilik Noor Yuliati

Abstract


This research aimed to measure the Customer Satisfaction Index (CSI) and Customer Loyalty Index (CLI), analyze the effects of service quality and corporate image on customer satisfaction, analyze the effects of service quality and corporate image on customer loyalty, analyze the effects of customer satisfaction on customer loyalty, analyze the indicators of service quadrants required to be improved by using the Cartesian diagram, and analyze the managerial implications for the company in an effort to improve customer satisfaction and customer loyalty. The method used in the research was surveys supported by questionnaires to the customers of importers of KSO SCISI. The determination of the respondents was carried out using the non-probability sampling, and the data were analyzed using CSI (Customer Satisfaction Index), CLI (Customer Loyalty Index), Structural Equation Modeling Linear Structural Relationship (SEM LISREL) and IPA (Importance Performance Analysis). The results of the research show that service quality had positive effects on customer satisfaction, the corporate image had positive effects on customer satisfaction, the service quality had positive and significant effects on customer loyalty, and the corporate image had positive effects on customer loyalty while customer satisfaction had no positive effects on loyalty. The Customer Satisfaction Index indicates that the customers were satisfied with the services provided by KSO SCISI, and the Customer Loyalty Index also indicates that the customers were loyal to the services provided by KSO SCISI.

Keywords: KSO SCISI, VPTI, customer satisfaction, customer loyalty, SEM, lisrel


Full Text:

PDF

References


Afsar A, Nasiri ZMO. 2013. E-Loyalty Model in E-Commerce . Mediterranean Journal of Social Science. MCSER Publishing Rome-Italy 4(9): 547–553.

Anzie LP, Arifin Z. 2015. Pengaruh kualitas layanan terhadap citra perusahaan, kepuasan dan loyalitas pelanggan( Studi pada Nasabah Pengguna Produk Tabungan BCA di Wilayah Rungkut Mapan, Surabaya. E-Journal Fakultas Ilmu Administrasi Universitas Brawijaya 9(2): 9–22.

Annisa AR 2014. Pengaruh kualitas pelayanan jasa verifikasi impor terhadap kepuasan dan loyalitas pelanggan di PT. Surveyor Indonesia (Persero). [tesis]. Bogor: Institut Pertanian Bogor

Dhiranty A, Saharjo B, Supriyatno G. 2017. An analysis on customer satisfaction, trust and loyalty toward online shop (a case study of tokopedia.com). Indonesian Journal Of Business And Entrepreneurship (IJBE) 3(2):102–110. doi:http://dx.doi.org/10.17358/ijbe.3.2.102

Ferdinand A. 2006. Metode Penelitian Manajemen. Ed ke- 2. Semarang: Universitas Diponegoro.

Ghozali I. 2006. Aplikasi Aplikasi Analisis Multivariate dengan program SPSS. Semarang:Penerbit Universitas Diponegoro.

Gultom WST, Yuliati LN, Djohar S. 2016. Pengaruh service quality, product quality and perceived value terhadap kepuasan dan loyalitas pelanggan industri kayu Perhutani. Jurnal Manajemen & Agribisnis 13(2):109–121.

Hami MLS, Suharyono, Hidayat K. 2016. Analisis pengaruh nilai pelanggan terhadap kepuasan pelanggan dan dampaknya pada loyalitas pelanggan (survei pada pengguna sepeda motor honda Vario All Variant di Service Center Honda AHASS Sukma Motor Jalan Sigura-gura Barat Kota Malang). Jurnal Administrasi Bisnis (JAB) 39(1).

Hidayat DR, Firdaus MR. 2014. Analisis pengaruh kualitas layanan, harga, kepercayaan, citra perusahaan dan kepuasan pelanggan terhadap loyalitas pelanggan (Studi pada pelanggan Telkom Speedy di Palangkaraya. Jurnal Wawasan Manajemen 2(3): 237–249.

Ikawati NL.Sumarwan U. Yuliati LN 2011. Analisis kepuasan dan loyalitas pengunjung departement store pasaraya Blok M [tesis]. Bogor: Institut Pertanian Bogor.

[KEMENDAG] Kementerian Perdagangan Republik Indonesia. 2014. Permendag 48/M-DAG/PER/7/2015 tentang Ketentuan Umum di bidang impor. Jakarta: KEMENDAG.

Kotler P, Garry A. 2001. Prinsip-prinsip Pemasaran. Edisi 8. Jakarta : Erlangga.

KSO SCISI [Kerjasama Operasi Sucofindo – Surveyor Indonesia]. Profil. http://scisi.co.id/scisi/id/ [10 Oktober 2017].

Manu VM. 2016. Analisis persepsi nilai pelanggan dan persepsi nilai program terhadap kepuasan pelanggan dan pengaruhnya pada loyalitas pelanggan dan niat pembelian kembali: studi frequent flyer program Garuda Miles [thesis]. Yogyakarta: Universitas Gadjah Mada.

Nugroho NT. 2015. Pengaruh Kualitas Pelayanan terhadap Kepuasan dan Loyalitas Pelanggan (Survey pada Pelanggan Speedy Telkom di Kota Surakarta. Jurnal Paradigma 12(2): 114–122.

Nurfina O. Haryono AT. Minarsih MM. 2016 Analisis pengaruh e-commerce strategy, service performance terhadap loyalitas pelanggan dan kepuasan pelanggan sebagai variable intervening (studi empiris Garuda Online Shop. Journal of Management Vl 2(2).

Ong JO, Pambudi J. 2014. Analisis kepuasan pelanggan dengan Importance Performance Analysis di SBU Laboratory Cibitung PT. Sucofindo (Persero). Jurnal J@TI Undip IX(1): 1–10.

Panjaitan FAB. 2014. Analisis kepuasan pelanggan PT. Sucofindo (Persero) melalui kualitas layanan dan citra perusahaan. Jurnal Ilmu Ekonomi & Manajemen 1(2): 140–150.

Parasuraman, A. Zeitthaml VA. Berry LL.1985. A Conceptual Model of Service quality and it’s implacation for future research. Journal of Marketing 49: 41–50. https://doi.org/10.2307/1251430.

Prihanto A. 2013. Kepuasan dan loyalitas konsumen korporat untuk acara mice terhadap kualitas pelayanan Hotel HSTH. Journal Manajemen dan Kewirausahaan 15(2): 165–178. https://doi.org/10.9744/jmk.15.2.165-178.

Rifai A, Suryani A. 2016. Peran customer perceived value pada kepuasan pelanggan tiket online. E-Journal Manajemen UNUD 5(6): 3305–3304.

Safitri E. 2016. Pengaruh kualitas pelayanan dan citra perusahaan terhadap kepuasan pelanggan dan loyalitas pelanggan service center (studi pada pelanggan samsung service center di Kota Malang). Jurnal Ekonomi Bisnis 21(1): 91–104.

Seffy VT, Suwignjo P, Santosa B. 2014. Analisa pengaruh kualitas pelayanan, kepercayaan, komplain dan kepuasan pelanggan terhadap loyalitas pelanggan (studi kasus: PT. Garuda Indonesia Palembang). ITS Journal 2014: 1–16.

Seravine IA. 2016. Pengaruh kualitas pelayanan, kepercayaan, komplain dan kepuasan pelanggan terhadap loyalitas pelanggan bengkel Toyota Nasmoco Solo Baru [tesis]. Yogyakarta: Universitas Atmajaya Yogyakarta.

Sevilla CG, Ochave JA, Punsalan TG, Regala BP, Uriarte GG. 1960. Research Methods. Quezon city: Rex printing Company.

Subagio H, Saputra R. 2012. Pengaruh perceived service quality, perceived value, satisfaction dan image terhadap customer loyalty (studi kasus Garuda Indonesia). Jurnal Manajemen Pemasaran 7(1): 42-52. doi: 10.9744/pemasaran.7.5.42-52.

Sudikan. 2010. Studi tentang Kualitas Pelayanan PT. PLN (Persero) unit Pelayanan dan Jaringan Semarang Barat [tesis]. Semarang: Undip.

Sugiyono. 2013. Metode Penelitian Pendidikan Pendekatan Kuantitatif, Kualitatif, dan R&D. Bandung: Alfabeta.

Wahyudi D. Hartoyo. Yuliati LN. 2015. Analisis Kepuasan dan Loyalitas Pelaku usaha terhadap Mutu Pelayanan Pengujian Alat dan Mesin Pertanian. Jurnal Widyariset 18(2): 207–214.

Wendha AP, Rahyuda IK, Suasana IGAK. 2013. Pengaruh citra perusahaan dan kualitas pelayanan terhadap kepuasan dan loyalitas pelanggan Garuda Indonesia di Denpasar. Journal Manajemen Kewirausahan 7(1):31–46.

Yesenia, Siregar EH. 2014. Pengaruh kualitas layanan dan produk terhadap kepuasan serta loyalitas pelanggan KFC di Tangerang Selatan. Jurnal Manajemen dan Organisasi 5( 3): 184–199.




DOI: http://dx.doi.org/10.17358/ijbe.4.1.75

Refbacks

  • There are currently no refbacks.


View My Stats