Pengaruh Kinerja Pelayanan Terhadap Loyalitas Pelanggan
Main Article Content
Abstract
This study aims to determine the performance of services and customer loyalty mail and parcel as well as how much the influence of service performance to customer loyalty of mail and parcel in PT Pos Indonesia Bandung. Quota sampling technique was used to collect data through questionnaires to 115 people who use the services of courier mail and parcel post with Likert scale. The analysis method used is the multiple regression. The results showed that the performance of services in PT Pos Indonesia are in the category of good/high in terms of interaction quality, physical environment quality, and outcome quality. While customer loyalty mail and parcel that are in the category of average in terms of repeat purchase, purchases across product and service line, refers others and demonstrates immunity to the pull of the competition. The conclusion is the performance of services significantly affect customer loyalty mail and parcel in PT Pos Indonesia Bandung amounted to 54.7%.
Downloads
Article Details
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.
Authors who publish with this journal agree to the following terms:
a. Authors retain copyright and grant the journal right of first publication, with the work after publication simultaneously licensed under a Creative Commons Attribution License that allows others to share the work with an acknowledgment of the work's authorship and initial publication in this journal.
b. Authors are able to enter into separate, additional contractual arrangements for the non-exclusive distribution of the journal's published version of the work (e.g., post it to an institutional repository or publish it in a book), with an acknowledgment of its initial publication in this journal.
c. Authors are permitted and encouraged to post their work online (e.g., in institutional repositories or on their website) prior to and during the submission process, as it can lead to productive exchanges, as well as earlier and greater citation of published work (See The Effect of Open Access).
References
Bohl, P. (2012). The Effect of Store Atmosphere on Shopping Behaviour. International Journal of Carvinus Marketing Studies, Vol. 6.
Griffin, J. (2005). Customer Loyalty: Menumbuhkan dan Mempertahankan Kesetiaan Pelanggan. Diterjemahkan oleh: Dwi Kartini Yahya. Jakarta: Erlangga.
Purwanto, A. B. (2015). Pengaruh Service Performance dan Relationship Marketing terhadap Loyalitas Konsumen. Jurnal Ekonomi. Vol 10, hal 89.
Laksmi, F. G., & Budiantoro. (2015). Manajemen Perkantoran Modern. Jakarta: PT Rajagrafindo Persada.
Lovelock, C., & Wirtz, J. (2011). Service Marketing: People, Technology, Strategy 7th Edition. New Jersey: Prentice Hall.
Lucas, R. W. (2015). Customer Service: Skills for Success, Sixth Edition. New York: MC Graw-Hill Educatiion.
Marbun, S., & Suardhika, I. N. (2013). Pengaruh Service Performance terhadap Nilai Institusi dan Kepuasan Mahasiswa (Studi pada Stipar Triatma Jaya). Jurnal Manajemen dan Akuntansi. Vol 19, hal 54-60.
Rahayu, S. (2015). Faktor-faktor yang mempengaruhi Loyalitas Pelanggan Minuman Jamu Gendong di Surakarta. Jurnal Bhirawa. Vol 2, hal. 55.
Rahmayanty, N. (2010). Manajemen Pelayanan Prima. Yogyakarta: Graha Ilmu.
Sangadji, M., & Sopiah. (2013). Perilaku Konsumen: Pendekatan Praktis disertai Himpunan Jurnal Penelitian. Yogyakarta: Andi.
Sudaryono. (2014). Perilaku Konsumen: dalam Persepektif Pemasaran. Jakarta: Lentera Ilmu Cendekia
PT Pos Indonesia. (2015). Annual Report. Change Management Office.
PT Pos Indonesia. (2015). Complain Handling Pos. Bagian Pengaduan dan Solusi Pelanggan.
Purwanto, A. B. (2015). Pengaruh Service Performance dan Relationship Marketing terhadap Loyalitas Konsumen. Jurnal Ekonomi, Vol 10, hal. 89.
Tjiptono, F. (2012). Service Management: Mewujudkan Layanan Prima. Yogyakarta: Andi.
Sudaryono. (2014). Perilaku Konsumen: dalam Persepektif Pemasaran. Jakarta: Lentera Ilmu Cendekia.
Sugiyono. (2014). Metode Penelitian Bisnis. Bandung: Alfabeta.
Sultan, P., & Wong, H. (2010). Performance-based Service Quality Model: an Empirical Study on Japanese Universities. International Journal of Quality Assurance in Education. Vol 18, hal. 128.
Wijaya, T. (2011). Manajemen Kualitas Jasa. Jakarta: PT Indeks.