Pengaruh Kualitas Pelayanan Service Terhadap Loyalitas Pelanggan Mobil Terios Melalui Kepuasan Pelanggan
Competition among automotive manufacturers in Indonesia, especially in the four-wheeled sector, is becoming increasingly fierce. This has prompted companies to not only focus on production but also on customer loyalty aspects. This research analyzes the influence of service quality on cus...
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| Format: | Article |
| Language: | Indonesian |
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Politeknik Negeri Bali
2024-03-01
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| Series: | Jurnal Bisnis dan Kewirausahaan |
| Subjects: | |
| Online Access: | https://ojs2.pnb.ac.id/index.php/JBK/article/view/1364/830 |
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| _version_ | 1832594083649945600 |
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| author | Raihan Rasyid Amir Sonny Taufan |
| author_facet | Raihan Rasyid Amir Sonny Taufan |
| author_sort | Raihan Rasyid Amir |
| collection | DOAJ |
| description | Competition among automotive manufacturers in Indonesia, especially in the four-wheeled sector, is becoming increasingly fierce. This has prompted companies to not only focus on production but also on customer loyalty aspects. This research analyzes the influence of service quality on customer loyalty for Terios car owners through customer satisfaction at PT Tunas Mobilindo Perkasa -Tunas Daihatsu Pondok Bambu. We used a quantitative method with observations and questionnaires from 137 respondents who had serviced their Terios cars more than once in 2022. Data analysis was conducted using path analysis with the assistance of SPSS v.26. The results indicate that: 1) Service quality has a direct and significant impact on customer satisfaction. 2) Service quality has a direct and significant impact on customer loyalty. 3) Customer satisfaction also has a direct and significant impact on customer loyalty. 4) Service quality has an indirect and significant impact on customer loyalty through customer satisfaction. The recommendations from this research are for companies to improve service quality and customer satisfaction to strengthen customer loyalty in the future. |
| format | Article |
| id | doaj-art-8b0809e0e95a4aa7bbba51ada2f60e19 |
| institution | Kabale University |
| issn | 0216-9843 2580-5614 |
| language | Indonesian |
| publishDate | 2024-03-01 |
| publisher | Politeknik Negeri Bali |
| record_format | Article |
| series | Jurnal Bisnis dan Kewirausahaan |
| spelling | doaj-art-8b0809e0e95a4aa7bbba51ada2f60e192025-01-20T05:00:14ZindPoliteknik Negeri BaliJurnal Bisnis dan Kewirausahaan0216-98432580-56142024-03-01201404710.31940/jbk.v20i1.40-47Pengaruh Kualitas Pelayanan Service Terhadap Loyalitas Pelanggan Mobil Terios Melalui Kepuasan PelangganRaihan Rasyid Amir0Sonny Taufan1Admisnistrasi Bisnis Otomotif, Politeknik STMI Jakarta, IndonesiaAdmisnistrasi Bisnis Otomotif, Politeknik STMI Jakarta, IndonesiaCompetition among automotive manufacturers in Indonesia, especially in the four-wheeled sector, is becoming increasingly fierce. This has prompted companies to not only focus on production but also on customer loyalty aspects. This research analyzes the influence of service quality on customer loyalty for Terios car owners through customer satisfaction at PT Tunas Mobilindo Perkasa -Tunas Daihatsu Pondok Bambu. We used a quantitative method with observations and questionnaires from 137 respondents who had serviced their Terios cars more than once in 2022. Data analysis was conducted using path analysis with the assistance of SPSS v.26. The results indicate that: 1) Service quality has a direct and significant impact on customer satisfaction. 2) Service quality has a direct and significant impact on customer loyalty. 3) Customer satisfaction also has a direct and significant impact on customer loyalty. 4) Service quality has an indirect and significant impact on customer loyalty through customer satisfaction. The recommendations from this research are for companies to improve service quality and customer satisfaction to strengthen customer loyalty in the future.https://ojs2.pnb.ac.id/index.php/JBK/article/view/1364/830service qualitycustomer satisfactioncustomer loyalty |
| spellingShingle | Raihan Rasyid Amir Sonny Taufan Pengaruh Kualitas Pelayanan Service Terhadap Loyalitas Pelanggan Mobil Terios Melalui Kepuasan Pelanggan Jurnal Bisnis dan Kewirausahaan service quality customer satisfaction customer loyalty |
| title | Pengaruh Kualitas Pelayanan Service Terhadap Loyalitas Pelanggan Mobil Terios Melalui Kepuasan Pelanggan |
| title_full | Pengaruh Kualitas Pelayanan Service Terhadap Loyalitas Pelanggan Mobil Terios Melalui Kepuasan Pelanggan |
| title_fullStr | Pengaruh Kualitas Pelayanan Service Terhadap Loyalitas Pelanggan Mobil Terios Melalui Kepuasan Pelanggan |
| title_full_unstemmed | Pengaruh Kualitas Pelayanan Service Terhadap Loyalitas Pelanggan Mobil Terios Melalui Kepuasan Pelanggan |
| title_short | Pengaruh Kualitas Pelayanan Service Terhadap Loyalitas Pelanggan Mobil Terios Melalui Kepuasan Pelanggan |
| title_sort | pengaruh kualitas pelayanan service terhadap loyalitas pelanggan mobil terios melalui kepuasan pelanggan |
| topic | service quality customer satisfaction customer loyalty |
| url | https://ojs2.pnb.ac.id/index.php/JBK/article/view/1364/830 |
| work_keys_str_mv | AT raihanrasyidamir pengaruhkualitaspelayananserviceterhadaployalitaspelangganmobilteriosmelaluikepuasanpelanggan AT sonnytaufan pengaruhkualitaspelayananserviceterhadaployalitaspelangganmobilteriosmelaluikepuasanpelanggan |