The Effect of Service Quality on Satisfaction and Impact on Loyalty User Transportation Service CV Sempati Star Medan-Banda Aceh

Abstract

Abstract-The growing and increasing role of the service sector in the future is mainly driven by rapid advances in telecommunications and information technology. The challenge for the service management today is how to integrate all the elements that exist in the consumer service to fit the strategy of the company's operations that have been set. This study aims to determine the effect of quality of service to satisfaction and its impact on the loyalty of transport users cv. Sempati star majanan medan -banda aceh. Type of research is quantitative research using survey method. The number of samples in this study as many as 100 respondents. The sampling technique used is accidental sampling. Methods of data collection is done by observation, interview, questionnaire. Data analysis method is done by data analysis of path diagram (path analysis). The results showed that tangible partially have a positive and significant influence on satisfaction, responsiveness partially have a positive and significant influence on satisfaction, partial reliability has a positive and significant impact on satisfaction, assurance partially have a positive and significant influence on satisfaction, Partial has a positive and significant influence on satisfaction, partial satisfaction has a positive and significant impact on loyalty of users of CV bus services. Sempati Star, while simultaneously obtained results that the quality of service (Tangible, Responsiveness, Reliability, Assurance, emphaty) and satisfaction together have a positive and significant influence on loyalty The results of research using path analysis showed that tangible directly affect loyalty, responsiveness influence Directly to loyalty, reliability directly affects loyalty, assurance directly affects loyalty, empaty indirectly affects loyalty, that satisfaction is an intervening variable.

The Influence of Service Quality, Customer Orientation of Service Employees and Perceived Price on Customer Loyalty with Customer Satisfaction as Mediation

“…This means that customer satisfaction significantly acts as a variable that mediates the indirect influence on customer loyalty. Aramita et al, (2018) prove that customer satisfaction can play a mediating role in the relationship between quality and customer loyalty. These results are also in line with research by Novandy and Rastini (2018) which found that customer satisfaction was able to significantly and positively mediate the influence of service quality on customer loyalty in their research also obtained results that customer satisfaction was able to mediate between service quality and customer loyalty.…”

Pengaruh Kualitas Pelayanan Service Terhadap Loyalitas Pelanggan Mobil Terios Melalui Kepuasan Pelanggan

“…Menurut Mansouri et al (2022), pelanggan yang loyal adalah mereka yang secara berulang menggunakan produk atau layanan yang ditawarkan oleh suatu perusahaan. Pelanggan yang setia menjadi sebuah aset bernilai tinggi bagi perusahaan, menjaga pelanggan yang loyal dapat menjaga kelangsungan kegiatan perusahaan dan meningkatkan citra merek (Aramita et al, 2018).…”

PENGARUH KUALITAS PELAYANAN TERHADAP LOYALITAS PELANGGAN (Studi Pada UD. Nealma Food Sumbawa Besar)

“…Oliver (dalam Sangadji dan Sopiah, 2013) menyatakan bahwa loyalitas pelanggan adalah komitmen pelanggan bertahan secara mendalam untuk berlangganan kembali atau melakukan pembelian ulang produk terpilih secara konsisten dimasa yang akan datang, meskipun pengaruh situasi dan usaha-usaha pemasaran mempunyai potensi untuk menyebabkan perubahan perilaku. Loyalitas pelanggan memiliki peranan penting dalam sebuah usaha, karena loyalitas pelanggan akan sangat mempengaruhi laba perusahaan melalui efek dari pengurangan biaya dan penambahan pendapatan pelanggan (Aramita, 2018). Artinya, mempertahankan pelanggan yang loyal berarti meningkatkan kinerja keuangan dan mempertahankan kelangsungan hidup usaha.…”