Analisa hubungan antara kualitas, jasa kepuasan konsumen dan loyalitas :: Studi kasus Carrefour MT. Haryono Jakarta
NIZMAH, Bayu Sutikno, SE.,MSM
2007 | Tesis | Magister ManajemenTujuan dari penelitian ini adalah untuk menguji analisa hubungan antara Service quality, satisfaction dan store loyalty pada pelanggan Carrefour MT.Haryono. Hasil yang diperoleh menunjukan bahwa terdapat pengaruh positif antara service quality terhadap satisfaction, service quality terhadap recommendation, satisfaction terhadap store loyalty, satisfaction terhadap relative attitude, satisfaction terhadap repurchase, satisfaction terhadap recommendation, relative attitude terhadap store loyalty, repurchase terhadap store loyalty, recommendation terhadap repurchase dan recommendation terhadap store loyalty. Penelitian ini didasarkan pada penelitian sebelumnya yang dilakukan oleh Sivadas dan Baker-prewitt (2000), selanjutnya melalui pengalaman langsung diperoleh hubungan antara kualitas layanan, kepuasaan pelanggan dan loyalitas toko. Pengamatan dilakukan dengan menggunakan kuesioner yang didapat dari 100 responden yang berbelanja di Caarrefour MT.Haryono. Pengukuran kepuasan pelangggan dilakukan dengan melakukan uji statistik dengan bantuan program software SPSS 11.5. Pengujian yang dilakukan berupa uji reliabilitas, validitas, dengan tujuan mendapatkan hasil regresi yang berguna bagi pengujian hipotesis. Koefisien hasil uji regresi antara service quality terhadap satisfaction (0,533), service quality terhadap recommendation (0,187), satisfaction terhadap store loyalty (0,300), satisfaction terhadap relative attitude (0,509), service quality terhadap relative attitude (0,309), satisfaction terhadap repurchase (0,225), satisfaction terhadap recommendation (0,257), relative attitude terhadap repurchase (0,269), relative ttitude terhdap recommendation (0,437), relative attitude terhadap store loyalty (0,236), repurchase terhadap store loyalty (0,245), recommendation terhadap repurchase (0,373), recommendation terhadap store loyaty (0,208).
The objective of this research is to know the effects of examination of relationship between service quality, customer satisfaction and store loyalty of the customers Carrefour Mt.Haryono in Jakarta. The result shows that there are positive influence between service quality to satisfaction, service quality to recommendation, satisfaction to store loyalty, satisfaction to relative attitude, satisfaction to repurchase, satisfaction to recommendation, relative attitude to store loyalty, repurchase to store loyalty, recommendation to repurchase and recommendation to store loyalty. This research based on the previous research made by Sivadas dan Baker-prewitt (2000), then thru direct experience get the result of the effects of shopping motives and store attributes to shopping satisfaction. The observation was taken by using questioner from 100 respondents who shop in the Carrefour MT.Haryono Jakarta. The measurement of the customer satisfaction did by the statistical test with the software SPSS 11.5. The test are included the reliability test, validity test, classic assumption, to get the result from the regression test, which is useful to the hypothetical test. The coefficient regression of between service quality to satisfaction (0,533), service quality to recommendation (0,187), satisfaction to store loyalty (0,300), satisfaction to relative attitude (0,509), service quality to relative attitude (0,309), satisfaction terhadap repurchase (0,225), satisfaction to recommendation (0,257), relative attitude to repurchase (0,269), relative attitude to recommendation (0,437), relative attitude to store loyalty (0,236), repurchase to store loyalty (0,245), recommendation to repurchase (0,373), recommendation to store loyaty (0,208).
Kata Kunci : Kualitas Jasa,Kepuasan Pelanggan,Loyalitas,service quality, satisfaction, store loyalty
