PENGARUH KUALITAS PELAYANAN TERHADAP LOYALITAS PELANGGAN DENGAN KEPUASAN PELANGGAN SEBAGAI VARIABEL INTERVENING PADA MANGGALA BEAUTY CLINIC DI KOTA BLORA
DOI:
https://doi.org/10.34127/jrlab.v13i1.1034Abstract
The purpose of this study was to analyze the effect of service quality on customer loyalty with customer satisfaction as an intervening variable at Manggala Beauty Clinic in Blora City. This research method is quantitative. The population in this study were all people or customers who had treated and used products from Manggala Beauty Clinic. The number of samples in this study were 160 respondents. The sampling technique is non-probability with purposive sampling. The data used in this study are primary data. The data collection method used in this research is through distributing questionnaires. The data analysis technique used in this research is descriptive analysis and Structural Equation Model (SEM) analysis with Smart Partial Least Square (PLS). The results of this study are that service quality has a positive impact on customer satisfaction. Service quality has a positive impact on customer loyalty. Customer satisfaction has a positive impact on customer loyalty. Customer satisfaction can partially mediate the relationship between service quality and customer loyalty. Keywords: Customer Satisfaction, Service Quality, Customer LoyaltyReferences
Albari & Kartikasari. (2019). The Influence of Product Quality, Service Quality and Price on Customer Satisfaction and Loyalty. AJEFB - Asian Journal of Entrepreneurship and Family Business, 3(1), 49–64.
Chi Minh City Quarter, H., Trung Ward, L., Duc City, T., & Chi Minh City, H. (2021). The impact of customer experience on customer satisfaction and customer loyalty. Turkish Journal of Computer and Mathematics Education, 12(14), 1027–1038.
Cuong, D. T., & Khoi, B. H. (2019). The relationship between service quality, satisfaction, trust and customer loyalty a study of convience stores in Vietnam. Journal of Advanced Research in Dynamical and Control Systems, 11(1 Special Issue), 327–333.
Dewi, M. P. (2020). Pengaruh Persepsi Harga dan Kualitas Pelayanan terhadap Loyalitas Pelanggan Dimediasi Kepuasan Konsumen Pada RM. Wongsolo Malang. Iqtishoduna, 16(2), 167–190. https://doi.org/10.18860/iq.v16i2.9242
Effendy, F. H. (2019). Effect of Quality Service, Price and Store Atmosphere on Customer Satisfaction (Study on Cangkir Coffee Shop in Surabaya). Ekspektra : Jurnal Bisnis Dan Manajemen, 3, 123–148. https://doi.org/10.25139/ekt.v3i2.2033
Fernandes, T., & Moreira, M. (2019). Consumer brand engagement, satisfaction and brand loyalty: a comparative study between functional and emotional brand relationships. Journal of Product and Brand Management, 28(2), 274–286. https://doi.org/10.1108/JPBM-08-2017-1545
Hanim, N. L., Sunaryo, H., & Athia, I. (2022). Pengaruh kualitas pelayanan, persepsi harga, cita rasa terhadap kepuasan konsumen Mie Gacoan. Jurnal Ilmiah Riset Manajemen, 11(10), 61–66.
Kotler, P., & Keller, K. L. (2016). Marketing Management (15th ed.). Pearson Education,Inc.
Le Ha Nguyen, T. (2021). Total Quality Management and Customer Loyalty: A Survey of the Quality Management. American Journal of Management Science and Engineering, 6(3), 56. https://doi.org/10.11648/j.ajmse.20210603.11
Lengkong, A. P., Pio, J. R., & Mangindaan, J. V. (2021). Pengaruh Brand Awareness dan Kualitas Produk terhadap Loyalitas Pelanggan Melalui Kepuasan Konsumen Pakaian H.A.R.V Official di Manado. Jurnal Administrasi Bisnis (JAB), 11(2), 61–68.
Lie, D., Sudirman, A., Efendi, E., & Butarbutar, M. (2019). Analysis of mediation effect of consumer satisfaction on the effect of service quality, price and consumer trust on consumer loyalty. International Journal of Scientific and Technology Research, 8(8), 421–428.
Mahendrayanti, M., & Wardana, M. (2021). the Effect of Price Perception, Product Quality, and Service Quality on Repurchase Intention. American Journal of Humanities and Social Sciences Research, 5, 182–188.
Marbun, M. B., Ali, H., & Dwikoco, F. (2022). Pengaruh Promosi, Kualitas Pelayanan Dan Keputusan Pembelian Terhadap Pembelian Ulang (Literature Review Manajemen Pemasaran). Jurnal Manajemen Pendidikan Dan Ilmu Sosial, 3(2), 716–727.
Mbete, G. S., & Tanamal, R. (2020). Effect of Easiness, Service Quality, Price, Trust of Quality of Information, and Brand Image of Consumer Purchase Decision on Shopee Online Purchase. Jurnal Informatika Universitas Pamulang, 5(2), 100. https://doi.org/10.32493/informatika.v5i2.4946
Solikha, S., & Suprapta, I. (2020). PENGARUH HARGA DAN KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN (Studi Kasus pada PT. GO-JEK). Jurnal Ekobis : Ekonomi Bisnis & Manajemen, 10(1), 67–81. https://doi.org/10.37932/j.e.v10i1.91
Sugiyono. (2017). Metode Penelitian Kuantitatif, Kualitatif, dan R&D. Alfabeta.
Sulo, H. R., Hartono, E., & Oetari, R. A. (2019). Analisis Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pasien Rawat Jalan Di Instalasi Farmasi Rumah Sakit X Kota Surakarta. Jurnal Ilmiah Manuntung, 5(1), 81–90. https://doi.org/10.51352/jim.v5i1.226
Suryani, S., & Rosalina, S. S. (2019). Pengaruh brand image , brand trust , dan kualitas layanan terhadap keputusan pembelian ulang dengan kepuasan konsumen sebagai variabel moderating. Journal of Business Studies, 04(1), 41–53.
Utama, D. R., Fikri, M. A., & Rini, P. L. (2022). the Effect Perceived of Service Quality, Perceived of Website Quality, and Perceived of Website Reputation on Purchase Intention: the Mediation Role of Trust in Online Shopping. International Journal of Economics, Business and Accounting Research (IJEBAR), 6(2), 836. https://doi.org/10.29040/ijebar.v6i2.5208
Wungkana, F. A., & Santoso, T. (2021). Pengaruh Kualitas Produk dan E-Service Quality Terhadap Kepuasan Pelanggan Pada E-Commerce Kecantikan Sociolla. Jurnal Agora, 9(2), 1–5.
Yulisetiarini, D., & Mawarni, T. D. (2021). The influence of service quality, brand image, and store atmosphere on customer loyalty through customer satisfaction at indomaret plus jember. Quality - Access to Success, 22(181), 101–104.
Downloads
Published
Issue
Section
License
Jurnal Lentera Bisnis disebarluaskan di bawah Lisensi Creative Commons Atribusi-BerbagiSerupa 4.0 Internasional.
Berdasarkan ciptaan pada https://plj.ac.id/ojs/index.php/jrlab
