PENGARUH KUALITAS PRODUK DAN KUALITAS LAYANAN TERHADAP LOYALITAS PELANGGAN PT. GLOBAL SHINSEI INDONESIA

Ismail Razak, Ryan Ichwanto

Abstract


The aim of this study was to analize the influence of product quality and service quality on customers loyalty. Secondary data was obtained from PT. Global Shinsei Indonesia, while primary data was obtained from customers of PT. Global Shinsei Indonesia, Tbk through admission filling of questionnaire by using scale of Likert. In this study, accident sampling method was used and data analysis method was simple linear regression and multiple linear regression. The results of this study indicated that product quality no significant and service quality significant influenced the customers loyalty. The conclution of this study is that service quality was dominant than the product quality in influencing customers loyalty

Keywords


Kualitas produk; kualitas layanan ; loyalitas pelanggan; Ekonomi; Manajemen Bisnis; Pemasaran; PT. GLOBAL SHINSEI INDONESIA

Full Text:

PDF

References


Aaker, D, A and Keller, K. L., 2000. Consumer Evolutions of Brand Extention, Journal of Marketing, 54, Januari, pp. 27-41.

Dharmesta, B. S. 2004. Loyalitas Pelanggan: Sebuah Kajian Konseptual sebagai Panduan bagi Peneliti. Jurnal Ekonomi dan Bisnis Indonesia. Vol. 14, No. 3, hal; 73-88.

Dharmesta, B. S. 2005. Kontribusi Involvement dan trust in a Brand dalam Membangun Loyalitas Pelanggan. Jurnal Ekonomi dan Bisnis Indonesia. Vol. 20, No. 3, hal; 287-304.

Ehsani, Z and Ehsani, M. H, 2015. Effect of Quality and Price on Customer Satisfaction and Commitment in Iran Auto Industry. International Journal of Service Sciences, Management and Engineering. 1(5), 52-56.

Garvin, D. A, 1987. Competing on the Eight Dimensions of Quality. Harvard Business Review, November-December, pp. 101-109.

Ghozali, I. 2006. Aplikasi Analisis Multivariat dengan Program SPSS. Semarang. Badan Penerbit Universitas Diponegoro.

Griffin, J. 2002. Customer Loyalty. Jakarta. Erlangga.

Indriantoro dan Supomo. 2002. Metodologi Penelitian untuk Akuntansi dan Manajemen. Cetakan Kedua. Yogyakarta. BPFE

Irawan, H. 2008. Sepuluh Prinsip Loyalitas pelanggan Pelanggan. Jakarta. Penerbit Elex Media Komputindo Kelompok Gramedia.

Kotler, P., and Amstrong, G, 2012, Principle of Marketing, 14th Edition, New Jersey, Published by Prentice Hall.

Kotler, P., and Keller, K. L, 2009. Marketing Management. 14th Edition. New Jersey, Published by Prentice Hall.

Lupiyadi, R. 2001. Manajemen Pemasaran Jasa. Jakarta. Salemba Empat.

Parasuraman, A, Zeithaml, V, A, and Berry, L, L., 1998, SERVQUAL: A Multiple-Item Scale for Measuring Consumer Perceptions of Service Quality, Journal of Retailing, Vol. 64, No.1.

Saidani, B dan Arifin, S. 2012. Pengaruh Kualitas Produk dan Kualitas Layanan Terhadap Kepuasan Konsumen dan Loyalitas pelanggan pada Ranch Market. Jurnal Riset Manajemen Sains Indonesia. Vol.3, No.1, hal;1-22.

Sunyoto, D. 2014. Dasar-Dasar Manajemen Pemasaran. Jakarta. Center of Academic Publishing Service.

Tjiptono, F. 2005. Pemasaran Jasa. Malang. Bayumedia.

Tjiptono, F. 2008. Strategi Pemasaran. Edisi Ketiga.Yogyakarta. Andi.

Umar, H. 2004. Metode Penelitian untuk Skripsi dan Tesis Bisnis. Jakarta. Raja Grafindo Persada.




DOI: http://dx.doi.org/10.35137/jmbk.v4i3.61

Copyright (c) 2016 Ismail Razak, Ryan Ichwanto



Editorial Office
Jurnal Manajamen Bisnis Krisnadwipayana (JMBK)

Universitas Krisnadwipayana
Kampus Unkris Jatiwaringin Pondok Gede Jakarta Timur 17411
Phone: 0816 1353 180
Email: jmbk.fe@gmail.com

 


Creative Commons Licence

This work is licensed under a Creative Commons Attribution-NonCommercial-ShareAlike 4.0 International License.