ANALISIS KUALITAS LAYANAN TERHADAP LOYALITAS MELALUI KEPUASAN KONSUMEN PENGGUNA JASA TRANSPORTASI KRL COMMUTER LINE

Farhan Atha Syarif; Alfatih S. Manggabarani

doi:10.29040/jap.v23i1.5260

ANALISIS KUALITAS LAYANAN TERHADAP LOYALITAS MELALUI KEPUASAN KONSUMEN PENGGUNA JASA TRANSPORTASI KRL COMMUTER LINE

Farhan Atha Syarif, Alfatih S. Manggabarani

Abstract

This study uses quantitative methods because to determine the effect of service quality and customer satisfaction on the loyalty of KRL Commuter Line users in DKI Jakarta. KRL Commuter Line is the mainstay of transportation for DKI Jakarta residents. The population of this research is the KRL Commuter Line users in DKI Jakarta. The number of samples used is 100 respondents with purposive sampling method and distributing questionnaires through google form. The analysis technique uses descriptive and inferential analysis with SmartPLS 3.2.9 software. The results of R Square Adjusted for the consumer satisfaction variable are 0.734 or 73.4% and the consumer loyalty variable is 0.606 or 60.6%. The results of hypothesis testing are (1) service quality has a positive and significant effect on customer satisfaction with a value of 0.859, (2) customer satisfaction has a positive and significant effect on consumer loyalty with a value of 0.505, (3) there is a positive and significant effect on service quality on consumer loyalty with value of 0.306, and (4) service quality through satisfaction has a positive and significant effect on consumer loyalty with a value of 0.434.

Full Text:

PDF

References

Ananda dan Radhita. (2014). Effect of Customer Value and Experiential Marketing to Customer Loyalty with Customer Satisfaction as Intervening Variabel (Case Study on Gojek Makassar Consumers). The Asian Journal of Technology Management, 82-97.

Caturani, Suseno, dan Widajanti . (2021). The Role of Customer Satisfaction in Mediating the Influence of Service Quality and Perceived Value on Brand Loyalty. International Research Journal of Management, IT & Social Sciences, 315-328.

Deccasari. (2018). Pemasaran :Eesensi & Aplikasi. Yogyakarta: Andi Offset.

Euis Saribanon. (2016). Pengaruh Kualitas Pelayanan Terhadap Kepuasan Dan Loyalitas Mahasiswa (Studi pada Mahasiswa Strata I Fakultas Ilmu Sosial dan Ilmu PolitikUniversitas Merdeka Malang). Jurnal Bisnis dan Manajemen , 120-134.

Firmansyah, D., & Prihandono, D. (2018). Pengaruh Kualitas Pelayanan dan Perceived Value Terhadap Loyalitas Pelanggan Dengan Kepuasan. Management Analysis Journal, 120-128.

Gafar. (2016). Analisis Kualitas Layanan, Kepuasan Konsumen, Dan Loyalitas Konsumen Online Shop Nwe Label. KORELASI, 822-838.

Herlin Widasiwi Setianingrum. (2018). How Quality, Value And Satisfaction Create Passenger Loyalty: An Empirical Study On Indonesia Bus Rapid Transit Passenger. The International Journal of Accounting and Business Society, 95-115.

Jeremia dan Djurwati. (2019). Partial Least Squares Structural Equation Modeling: Recent Advances in Banking and Finance:International Series in Operations Research & Management Science. Switzerland: Springer International Publishing AG.

Kotler, P., & Keller, K. L. (2017). Manajemen Pemasaran. Edisi 1. Jakarta: Erlangga.

Kusumaningrum, A. E., & Asfirotun, J. (2013). Analisis Kepuasan Pengguna Jasa Terhadap Kinerja Pt.Kereta Api Indonesia (Persero) (Krl Commuter Line Jakarta Kota – Bogor) . PESAT, 350-357.

Lusiah (2019). Analysis of Mediation Effect Of Consumer Satisfaction On The Effect Of Service Quality, Price and Consumer Trust On Consumer Loyalty. INTERNATIONAL JOURNAL OF SCIENTIFIC & TECHNOLOGY RESEARCH, 421-428.

Rahmat Riwayat Abadi,dkk. (2020). The Effect of Service Quality toward Customer Satisfaction of Go-Jek Online Transportation: A Case Study of Students at Syiah Kuala University, Indonesia. Journal of Physics, 1-4.

Shahin et al. (2011). Structural Equation Modeling Metode Alternatif dengan Partial Least Square (PLS). Semarang: Universitas Diponegoro.

Sugiyono. (2017). Metode Penelitian Kuantitatif Kualitatif dan R&D. Bandung: Alfabeta.

DOI: http://dx.doi.org/10.29040/jap.v23i1.5260