Pengaruh Kualitas Pelayanan dan Customer Relationship Management Terhadap Loyalitas Pelanggan Dengan Kepuasan Pelanggan Sebagai Variabel Intervening (Studi Pada Pelabuhan Cigading – PT Krakatau Bandar Samudera)

Guntur Arief Budiyanto, Djasuro Surya

Abstract


This research is due to the decreasing of cargo dry service in Cigading port which caused high queue and potency to make customers move to other port. The purpose of this study is to determine the effect of service quality and customer relationship management on customer loyalty through customer satisfaction as intervening variable. The study was conducted on 30 companies of Cargo Dry service users in Port Cigading with the number of sample units taken as many as 60 respondents. Data analysis using SEM-PLS method. The result of hypothesis test shows that there is positive and significant influence of service quality to customer satisfaction and customer loyalty, there is positive and significant influence of CRM to customer satisfaction and customer loyalty, and no influence of customer satisfaction to customer loyalty. Customer satisfaction does not prove to be an intervening between service quality and CRM to customer loyalty

Keywords


Quality of Service; Customer Relationship Management; Customer Satisfaction; Customer Loyalty

Full Text:

PDF

References


Abdullah, Thamrin dan Francis Tantri. 2014. Manajemen Pemasaran. Jakarta : Raja Grafindo Persada.

Damayanti, Suwena, K. R., & Haris, I. A. 2017.Analisis Kepuasan Masyarakat Terhadap Pelayanan Publik Berdasarkan Indeks Kepuasan Masyarakat (IKM) Kantor Kecamatan Sawan Kabupaten Buleleng. Jurnal Jurusan Pendidikan Ekonomi Volume 2

Ferdinand, Augusty. 2014. Metode Penelitian Manajemen: Pedoman Penelitian untuk Skripsi, Tesis dan Disertasi Ilmu Manajemen. Semarang: Badan Penerbit Universitas Diponegoro.

Ghozali, Imam. 2015. Structural Equation Modeling, Metode Alternatif dengan. Partial Least Square (PLS). Semarang: BPFE Undip.

Griffin, Jill. 2011. Costumer Loyalty. Menumbuhkan dan Mempertahankan Kesetiaan Pelanggan. Jakarta: Erlangga.

Hapsari, Raditha; Michael D Clemes; David Bean. 2017. The Impact Of Service Quality, Customer Engagement and Selected Marketing Constructs on Airline Passenger Loyalty. International Journal of Quality and Service Sciences, Vol. 9 Issue: 1

Hardjono, Budiono. 2017. Customer Relationship Management Implementation and Its Implication To Customer Loyalty In Hospitality Industry. Jurnal Dinamika Manajemen, 8 (1)

Indra. 2013. Pengaruh Fasilitas dan Kualitas Pelayanan Terhadap Loyalitas, Melalui Kepuasan Konsumen Sebagai VariableIntervening pada Star CleanCarWash Semarang. Diponegoro Journal Of Social And Politic

Jogiyanto dan Abdillah. 2013. Konsep dan Aplikasi PLS Untuk Penelitian Empiris. Yogyakarta : BPFE

Khilmi, Mohamad. 2013. Pengaruh Kualitas Pelayanan, Inovasi dan Citra Perusahaan Terhadap Kepuasan dan Loyalitas Pelanggan Lion Air di Surabaya. Artikel Ilmiah. Sekolah Tinggi Ilmu Ekonomi Perbanas Surabaya.

Kotler, Philip. 2012. Manajemen Pemasaran. Jakarta : Erlangga.

Kotler, Philip and Kevin Keller Lane. 2012. Manajemen Pemasaran Jilid 2. Jakarta : Erlangga.

Nazilah, Rachmi. 2015. Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pelanggan Jasa Pembiayaan PT Astra Sedaya Finance (ACC) Cabang Surabaya 1. Jurnal. Universitas Narotama Surabaya.

Nurlaila, Intan. 2014. Pengaruh Kualitas Pelayanan, Inovasi, dan Citra Perusahaan Terhadap Loyalitas Pelanggan Melalui Kepuasan Pelanggan Pada Erha Clinic di Surabaya. Diakses dari: http://repository.wima.ac.id/

Parasuraman, A., Berry, Leonard L, and Zeithaml, Vaarie A. 2012. A Conceptual Model of Service Quality and Its Implications for Future Research. Jurnal of Marketing, Vol. 49

Pasolong, Harbani. 2010. Teori Administrasi Publik. Alfabeta : Bandung

Qomariah, Nurul. 2012. Pengaruh Kualitas Layanan dan Citra Institusi Terhadap Kepuasan dan Loyalitas Pelanggan. Jurnal Aplikasi Manajemen Volume 10 Nomor 1

Sangadji, Etta Mamang dan Sopiah. 2012. Perilaku Konsumen. Yogyakarta : Andi Offset.

Schiffman dan Kanuk. 2015. Consumer Behavior. Sinagpore : Prentice Hall.

Sondakh, Conny. 2014. Kualitas Layanan, Citra Merek dan Pengaruhnya Terhadap Kepuasan Nasabah dan Loyalitas Nasabah Tabungan (Studi Pada Nasabah Taplus BNI Cabang Manado). Jurnal Riset Bisnis dan Manajemen Vol.3 No.1

Suwitho. 2014. Pengaruh Customer Relationship Management Terhadap Loyalitas Pelanggan PT Moga Djaja di Surabaya. Jurnal Ilmu & Riset Manajemen Vol. 3 No. 8

Tjiptono, Fandy. 2015. Strategi Pemasaran Jasa. Yogyakarta : Andi

Undang-Undang Republik Indonesia Nomor 17 Tahun 2008 tentang Pelayaran

Wendha, A.A Ayu Atika Paramitha. 2013. Pengaruh Kualitas Layanan Terhadap Kepuasan Dan Loyalitas Pelanggan Garuda Indonesia di Denpasar. Jurnal Manajemen Stategi Bisnis dan Kwirausahaan Vol 7 No. 1

Wijayanto, Kusuma. 2015. Pengaruh Kualitas Pelayanan Terhadap Kepuasan dan Loyalitas Nasabah Bank. Jurnal Ekonomi Manajemen Sumber Daya Vol 17 No. 1

Yazid. 2014. Pemasaran Jasa. Edisi Kedua. Yogyakarta : Ekonisia




DOI: http://dx.doi.org/10.48181/jrbmt.v3i2.9373

Refbacks

  • There are currently no refbacks.


Copyright (c) 2019 Jurnal Riset Bisnis dan Manajemen Tirtayasa

Creative Commons License
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.

........................................................................................................................

Jurnal Riset Bisnis dan Manajemen Tirtayasa (JRBMT)
ISSN (Online) : 2599-0837 
Accredited by DGHE Ministry of Education and Cultural Rep. of Indonesia: SINTA 5