Investigasi Loyalitas Pelanggan Kereta Api Bandara di Medan

Abstract

This study aims to determine the effect of service quality on customer satisfaction, the perceived value on customer satisfaction, customer satisfaction on customer loyalty, service quality on customer loyalty, the perceived value on customer loyalty, service quality on customer loyalty through customer satisfaction as an intervening variable, and the perceived value on customer loyalty through customer satisfaction as an intervening variable. Data collection is done with survey methods, and the instruments used were questionnaires. The number of samples used in this study was 311 respondents in the form of customers which used KA Bandara Railink Kualanamu. Data analysis uses SPSS version 24 and LISREL version 8.9 techniques to process the research data. Then, the study revealed that service quality and perceived value positively and significantly influence customer satisfaction. Customer satisfaction, service quality, and perceived value affect customer loyalty, meanwhile service quality and perceived value have a positive and significant effect on customer loyalty through customer satisfaction as an intervening variable.
 
 Penelitian ini bertujuan untuk mengetahui pengaruh service quality terhadap customer satisfaction, perceived value terhadap customer satisfaction, customer satisfaction terhadap customer loyalty, service quality terhadap customer loyalty, perceived value terhadap customer loyalty, service quality terhadap customer loyalty melalui customer satisfaction sebagai intervening, perceived value terhadap customer loyalty melalui customer satisfaction sebagai intervening, Pengumpulan data dilakukan dengan metode survei, dan instrumen yang digunakan berupa kuesioner. Jumlah sampel yang digunakan pada penelitian ini sebanyak 311 responden berupa penumpang yang menggunakan Kereta Api Bandara Railink Kualanamu. Analisis data menggunakan teknik SPSS versi 24 dan LISREL versi 8.9 untuk mengolah data hasil penelitian. Maka, penelitian mengungkap bahwa service quality dan perceived value secara positif dan signifikan berpengaruh terhadap customer satisfaction. Service quality, perceived value dan customer satisfaction berpengaruh terhadap customer loyalty, sementara service quality dan perceived value berpengaruh positif dan signifikan terhadap customer loyalty melalui variabel customer satisfaction sebagai intervening.

The Effect of Service Quality and Store Image on Customer Loyalty Mediated by Perceived Value and Customer Satisfaction at Indomaret Stores in Kediri City

“…Consumer satisfaction with Indomaret Stores does not make the store the main choice of consumers in shopping nor does it become a loyal customer. The results of this study are not in accordance with research conducted by (Santouridis & Trivellas, 2010;Syahzan et al, 2022;Yang & Peterson, 2004) which shows that customer satisfaction has no significant effect on customer loyalty.…”

“…Results from previous research conducted by (Santouridis & Trivellas, 2010;Syahzan et al, 2022;Yang & Peterson, 2004) showing that customer satisfaction has a significant effect on customer loyalty H8: Customer Satisfaction has a significant effect on customer loyalty…”