PENGARUH KUALITAS PELAYANAN TERHADAP LOYALITAS KONSUMEN DENGAN KEPUASAN KONSUMEN SEBAGAI VARIABEL INTERVENING PADA BENGKEL BODY & PAINT PT WAHANA SENJAYA JAKARTA

Penulis

  • Prawiniko Sugistianto Sekolah Tinggi Ilmu Ekonomi Muhammadiyah Jakarta
  • Heri Ispriyahadi

DOI:

https://doi.org/10.37932/j.e.v11i1.203

Kata Kunci:

Service Quality, Customer Satisfaction, Customer Loyalty

Abstrak

Abstract            This study investigates the effect of service quality on consumer loyalty at PT Wahana Senjaya Jakarta Body & Paint workshop (Indomobil Nissan Datsun Warung Buncit) by using the intervening variable customer satisfaction. The sample used in the study was 100 customers as respondents. The data were obtained by distributing questionnaires to selected respondents, who were then analyzed using the instrument used in the form of a questionnaire to get primary data for the PLS (Partial Least Square) analysis technique. The results showed that the variable service quality positively and significantly affected the consumer loyalty variable (dependent) either directly or indirectly through the variable customer satisfaction (intervening). Likewise, the consumer satisfaction variable also has a positive and significant effect on consumer loyalty. Excellent service quality will increase customer satisfaction, which becomes the driving force for increased consumer loyalty.

Biografi Penulis

Prawiniko Sugistianto, Sekolah Tinggi Ilmu Ekonomi Muhammadiyah Jakarta

Dr. Heri Ispriyahadi SE MBA saat ini dosen STIE Muhammadiyah Jakarta pada program Studi Manajemen. Latar belakang pendidikan  lulusan S3 -spesialisasi manajemen keuangan  dari IPB - Bogor. Pengalaman praktek kerja di Bank Indonesia selama 28 tahun dan juga menjadi dosen bidang keuangan, membuat saya tertarik untuk fokus penelitian pada bidang keuangan.

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Diterbitkan

2021-03-31

Cara Mengutip

Sugistianto, P., & Ispriyahadi, H. (2021). PENGARUH KUALITAS PELAYANAN TERHADAP LOYALITAS KONSUMEN DENGAN KEPUASAN KONSUMEN SEBAGAI VARIABEL INTERVENING PADA BENGKEL BODY & PAINT PT WAHANA SENJAYA JAKARTA. Jurnal Ekobis : Ekonomi Bisnis &Amp; Manajemen, 11(1), 92–106. https://doi.org/10.37932/j.e.v11i1.203

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Vol 11 No 1 (2021): Jurnal Ekobis: Ekonomi Bisnis dan Manajemen

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