Analisis Pengaruh Kualitas Pelayanan dan Nilai yang dirasakan Terhadap Kepuasan Konsumen dan Intensitas Pembelian

  • Leonora Ferdinandus Politeknik Negeri Ambon
  • Stevanus Johan Gomies Politeknik Negeri Ambon
Keywords: Quality of Service, Value in feeling, Consumer Satisfaction, Intensity Purchases

Abstract

This research aims to analyze the impact of service quality and value in consumer satisfaction and feel the intensity of purchases on PT.Mulia Travel in Ambon, the instrument used was a questionnaire distributed to consumers PT. Travel noble by random sampling on the 300 respondents who met on the field during the period of this study. Data analysis methods used is to use the technique (Confirmatory Factor Analysis / CFA) to validate the questions on the questionnaire. The data collected were analyzed using multiple regression analysis, F test, t test and determination.

The results showed that service quality variables are positive and significant effect on customer satisfaction, as well as the variable value in feeling positive and significant effect on customer satisfaction. Then the results of the study also showed that service quality variables are positive and significant effect on the intensity of consumer purchases, as well as the variable value in feeling positive and significant effect on the intensity of consumer purchases. So is the consumer satisfaction is positively and significantly affect the intensity of consumer purchases. Thus concluded the entire hypothesis is accepted.

Keywords

;

Quality of Service, Value in Feeling, Consumer Satisfaction, Intensity of Purchases

Downloads

Download data is not yet available.

References

Arikunto Suharsimi. (2013). Prosedur Penelitian Suatu Pendekatan Praktik. Jakarta: PT. Rineka Cipta Bangun.

Assael, H. (2001). Consumer Behavior and Marketing Action (6th ed.). Singapore: Thomson Learning.

Bitner, M. J. and Hubbert, A. R. (1994). in Service Quality: new Directions in Theory and Practice (1st ed.). New York: The Mc Graw Hill Companies Inc.

Bolton, R. and Drew, J. H. (1991). a Multistage Model of Customer Assessments Of Service Quality and Value. Ournal of Consumer Research, 17, 375–384.

Dharmmesta, B. S. (2003). Sikap dan Perilaku Konsumen Dalam Pemasaran: Sebuah Tinjauan Sosial Kognitif. Jurnal Kajian Bisnis, (29), 1–25.

Diputra Yudha Bagja. (2007). Analisis Pengaruh Kualitas Pelayanan Jasa dan Penetapan Harga Terhadap Loyalitas Konsumen pada Hotel Arwana di Jakarta. Universitas Sebelas Maret.

Eduard Yohannis Tamaela. (2015). Determinan Dimensi Kepercayaan Merek Terhadap Keputusan Pembelian Kaos Merek Gagartang di Kota Ambon - PDF. Benchmark, 4(1), 48–61. Retrieved from https://www.academia.edu/42295768/Determinan_Dimensi_Kepercayaan_Merek_Terhadap_Keputusan_Pembelian_PDF

Fandi Tjiptono dan Antasia, D. (2001). Total Quality Management. Yogyakarta: Andi.

Fandy Tjiptono dan Gregorius Chandra. (2005). Manajemen Kualitas Jasa. Yogyakarta: Andi.

Ghozali, I. (2006). Aplikasi Analisa Multivariate dengan Program SPSS (4th ed.). Semarang: Badan Penerbit Universitas Diponegoro.

Handriana, T. (1998). Analisa Perbedaan Harapan Kualitas Pelayanan pada Lembaga Pendidikan Tinggi di Surabaya. Universitas Gadjah Mada.

Iswayanti, I. P. (2010). Analisis PengaruhKualitas Produk,Kualitas Pelayanan,Harga dan Tempat Terhadap Keputusan Pembelian (Studi Kasus pada Rumah Makan “Soto Angkring Mas Boed” di Semarang). UNIVERSITAS DIPONEGORO SEMARANG.

Lee, G. G. And Lin, H. F. (2005). Customer Perception of e-Service Quality in Online Shopping, International. Journal of Retail & Distribution Management, 33(2), 161–176.

Leslie de Chernatony, F. H. and F. D. R. (2000). Added Value; Its Nature, Roles and Sustainability. . . European Jurnal of Marketing.

Llusar, J. C. B.; Zornoza, C. C. and Tena, A. B. E. (2001). Measuring the Relatioship Beetwen Firm Perceived Quality and Customer Satisfaction and its Influence on Purchase Intentions. Total Quality Management, 12(6), 119–134.

Olsen, S. O. (2002). Comparative evaluation and the relationship between quality, satisfaction, and repurchase loyalty. Journal of the Academy of Marketing Science, 30(3), 240–249. https://doi.org/10.1177/00970302030003005

Parasuraman, A., Zeithaml, V. A. And Berry, L. L. (1988). Servqual: A Multiple Item Scale for Measuring Customer Perception of Service Quality.

Rust, R. T. and Oliver, R. L. (1994). Service Quality, New Directions in the Theory and Practice (2nd ed.). London: Sage.

Rust, R. T. and Zahorik, A. (1993). Customer Satisfaction, Customer Retention, and Market Share. Journal of Retailing, 69(4105–113).

Setiawati, E., & Murwanti, S. (2006). Pelanggan Dalam Pembentukan. Benefit, 10(1), 79–92.

Singarimbun, M. dan S. E. (2006). Metode Penelitian Survei. Jakarta: , LP3ES.

Taylor, S. A. and T. L. B. (1994). An Assessment of the Relationship Between Service Quality and Customer Satisfaction in the Formation of Consumer Purchase Intention. Journal of Retailing, 70, 163–178.

Widijanarko, A. (2007). Analisis Pengaruh Produk dan Nilai yang dirasakan Terhadap Kepuasan Pelanggan Dalam Meningkatkan Citra Perusahaan. UNIVERSITAS DIPONEGORO.

Wilkie, W. L. (1990). Consumer Behaviour (2nd ed.). New York: Wiley & Sons.

Woodside, A. G.; Lisa, L. and Daly, R. T. (1989). Linking Service Quality, Customer Satisfaction, and Behavioral Intentions. Journal of Health Care Marketing, 9, 133–138.

Zeithaml, Valarie A. and Bitner, M. J. (2000). Service Marketing (1st ed.). New York: McGraw Hill Inc.

Published
2021-03-30
How to Cite
Ferdinandus, L., & Gomies, S. (2021). Analisis Pengaruh Kualitas Pelayanan dan Nilai yang dirasakan Terhadap Kepuasan Konsumen dan Intensitas Pembelian. PUBLIC POLICY (Jurnal Aplikasi Kebijakan Publik & Bisnis), 2(1), 122-141. https://doi.org/10.51135/PublicPolicy.v2.i1.p122-141