ANALISIS PENGARUH KUALITAS PELAYANAN DAN KUALITAS PRODUK TERHADAP LOYALITAS PELANGGAN YANG DIMEDIASI OLEH KEPUASAN PELANGGAN  (Studi Pada Perumda Air Minum Tirta Moedal Kota Semarang)

Dyah Ramadhanty

doi:10.29040/jap.v23i2.7332

ANALISIS PENGARUH KUALITAS PELAYANAN DAN KUALITAS PRODUK TERHADAP LOYALITAS PELANGGAN YANG DIMEDIASI OLEH KEPUASAN PELANGGAN (Studi Pada Perumda Air Minum Tirta Moedal Kota Semarang)

Dyah Ramadhanty

Abstract

The purpose of this study was to examine the effect of service quality and product quality on customer loyalty mediated by customer satisfaction. This research is based on a research gap so that further research is still needed. The population of this study is all customers of the Tirta Moedal Regional Drinking Water Company (PDAM), totaling 180,520 customers as of March 2022. The method of taking respondents uses non-probability sampling with a purposive sampling technique. The research data is in the form of primary data and secondary data. Methods of data collection using questionnaire techniques, interviews and observation. The data analysis technique used in this study is the SEM (Structural Equation Model) method with the help of the Analysis of Moment Structures (AMOS) program. Based on the results of the analysis that has been carried out, the results show that service quality has a positive and significant effect on customer satisfaction, product quality has a positive and significant effect on customer satisfaction, service quality has a positive and significant effect on customer loyalty, product quality has no significant effect on customer loyalty, and satisfaction customers have a positive and significant effect on customer loyalty. The research results are expected to answer the problems formulated in this study.

Keywords: service quality; product quality; customer loyalty; customer satisfaction

References

Abdullah, D., and F. Rozario. 2009. Influence of service and product quality towards customer satisfaction: A case study at the staff cafeteria in the hotel industry. World Academy of Science, Engineering and Technology 53:185-190.

Adamu, M. 2017. An Overview Of Service Quality, Customer Satisfaction And Customer Loyalty; A Literature Review. Austin J Bus Adm Manage 1 (4):1-4.

Akbar, M. M., and N. Parvez. 2009. Impact of service quality, trust, and customer satisfaction on customers loyalty. ABAC journal 29 (1).

Alinaung, I. A., and I. W. Ogi. 2016. Analisis Citra Merek, Kualitas Layanan Dan Tarif Terhadap Kepuasan Konsumen Pengguna Jasa Di RSUP Prof. Dr. RD Kandou Manado. Jurnal EMBA: Jurnal Riset Ekonomi, Manajemen, Bisnis dan Akuntansi 4 (3).

Alireza, F., K. Ali, and F. Aram. 2011. How quality, value, image, and satisfaction create loyalty at an Iran telecom. International Journal of Business and Management 6 (8):271.

Amryyanti, R., and I. P. G. Sukaatmadja. 2012. Pengaruh kualitas layanan, produk, dan kewajaran harga terhadap kepuasan dan loyalitas pelanggan pada lnc skin care Singaraja. E-Jurnal Ekonomi dan Bisnis Universitas Udayana.

Bennett, R., and S. Rundle-Thiele. 2002. A comparison of attitudinal loyalty measurement approaches. Journal of brand management 9 (3):193-209.

Bloemer, J., d. R. Ko, and P. Peeters. 2008. Drivers of Bank Loyalty : the Complex Relationship Between Image, Service Quality, and Satisfaction. International Journal of Bank Marketing 17 (7).

Bowen, J. T., and S. L. Chen. 2001. The relationship between customer loyalty and customer satisfaction. International Journal of Contemporary Hospitality Management.

Cai, R., W. Ma, and Y. Su. 2016. Effects of member size and selective incentives of agricultural cooperatives on product quality. British Food Journal.

Caruana, A. 2002. Service loyalty: The effects of service quality and the mediating role of customer satisfaction. European journal of marketing.

Chandio, Z. U., M. A. Qureshi, and S. Ahmed. 2015. Brand trust, customer satisfaction and brand loyalty-A cross examination. Journal of Business Strategies 9 (1):62.

Cheshin, A., A. Amit, and G. A. Van Kleef. 2018. The interpersonal effects of emotion intensity in customer service: Perceived appropriateness and authenticity of attendants' emotional displays shape customer trust and satisfaction. Organizational Behavior and Human Decision Processes 144:97-111.

Chien, L., and S. Chi. 2019. Corporate image as a mediator between service quality and customer satisfaction: difference across categorized exhibitors. Heliyon 5 (3):e01307.

Cronin Jr, J. J., M. K. Brady, and G. T. M. Hult. 2000. Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments. Journal of retailing 76 (2):193-218.

Daryanto. 2011. ManajemenPemasaran. Vol. Sari Kuliah,Cetakan I: Bandung:SatuNusa.

Day, G. S. 1976. A two-dimensional concept of brand loyalty. In Mathematical models in marketing: Springer, 89-89.

Dedeoğlu, B. B., and H. Demirer. 2015. Differences in service quality perceptions of stakeholders in the hotel industry. International Journal of Contemporary Hospitality Management.

Dehghan, A., B. Zenouzi, and A. Albadvi. 2012. An investigation on the relationship between service quality and customer satisfaction: In the case of CCG CO. International business research 5 (1):3.

Dick, A. S., and K. Basu. 1994. Customer loyalty: toward an integrated conceptual framework. Journal of the academy of marketing science 22 (2):99-113.

Engel, F. J., B. D. Roger, and M. W. Paul. 2010. Perilaku Konsumen. 1 ed: Binarupa Aksara-Jakarta.

Evans, J. R., and W. M. Lindsay. 2013. Managing for quality and performance excellence: Cengage Learning.

Fata, K. 2015. Pengaruh Harga, Citra Merek, Dan Fitur Terhadap Kepuasan pelanggan Serta Dampaknya Pada Loyalitas Merek (Studi Kasus Produk Handphone Samsung Di Banda Aceh). Jurnal Kebangsaan 4 (7):40-46.

Foedjiawati, F., and H. Samuel. 2005. Pengaruh Kepuasan Konsumen Terhadap Kesetian Merek (Studi Kasus Restoran The Prime Steak & Ribs Surabaya). Jurnal Manajemen Dan Kewirausahaan (Journal of Management and Entrepreneurship) 7 (1):74-82.

Gefen, D. 2002. Customer loyalty in e-commerce. Journal of the association for information systems 3 (1):2.

Griffin, J. 2005. Customer Loyalty: Growing and Keeping Customers: publisher, Jakarta.

Handoko, H., and B. Swasta. 2000. Manajemen Pemasaran Analisis Prilaku Konsumen: Yogyakarta: BPEE.

Harianto, D. 2013. Analisa pengaruh kualitas layanan, brand image, dan atmosfer terhadap loyalitas konsumen dengan kepuasan konsumen sebagai variabel intervening konsumen kedai deja-vu Surabaya. Jurnal Strategi Pemasaran 1 (1).

Hasan, S. 2014. Analisis nilai pelanggan terhadap kepuasan dan loyalitas (Studi Kasus Pada BMT Cengkareng). Caraka Tani: Journal of Sustainable Agriculture 29 (1):1-16.

Heskett, J. L. 2002. Beyond customer loyalty. Managing Service Quality: An International Journal.

Hidayat, R. 2009. Pengaruh kualitas layanan, kualitas produk dan nilai nasabah terhadap kepuasan dan loyalitas nasabah Bank Mandiri. Jurnal Manajemen dan Kewirausahaan 11 (1):59-72.

Irawan, D., and E. Japarianto. 2013. Analisa Pengaruh Kualitas Produk Terhadap Loyalitas Melalui Kepuasan Sebagai Variabel Intevening Pada Pelanggan Restoran Por Kee Surabaya. Jurnal Manajemen Pemasaran 1 (2):1-8.

Jahanshahi, A. A., M. A. H. Gashti, S. A. Mirdamadi, K. Nawaser, and S. M. S. Khaksar. 2011. Study the effects of customer service and product quality on customer satisfaction and loyalty. International Journal of Humanities and Social Science 1 (7):253-260.

Jahanzeb, S., T. Fatima, and M. B. Khan. 2011. An empirical analysis of customer loyalty in Pakistan's telecommunication industry. Journal of Database Marketing & Customer Strategy Management 18 (1):5-15.

Kaura, V., C. S. D. Prasad, and S. Sharma. 2015. Service quality, service convenience, price and fairness, customer loyalty, and the mediating role of customer satisfaction. International journal of bank marketing.

Khan, M. T. 2013. Customers loyalty: Concept & definition (a review). International Journal of Information, Business and Management 5 (3):168.

Kotler, P. 2002. Manajemen Pemasaran: PT Prenhallindo, Jakarta

Kotler, P., and G. Amstrong. 2011a. Principle of Marketing: New Jersey: Prentice Hall.

———. 2011b. Prinsip-prinsip Pemasaran. 1 ed: Jakarta : Erlangga.

Kotler, P., and K. L. Keller. 2009. Manajemen Pemasaran,diterjemehkan oleh Bob sabran. 12 ed. Vol. 1: Jakarta: Erlangga.

Kruger, L.-M., S. W. Kuhn, D. J. Petzer, and P. G. Mostert. 2013. Investigating brand romance, brand attitude and brand loyalty in the cellphone industry. Acta Commercii 13 (1):1-10.

Kumar, V., and W. J. Reinartz. 2006. Customer relationship management: A databased approach: Wiley Hoboken.

Kurniawati, D., Suharyono, and A. Kusumawati. 2014. Pengaruh citra merek dan kualitas produk terhadap kepuasan dan loyalitas pelanggan (studi pada pelanggan KFC cabang Kawi Malang), Brawijaya University.

Lasander, C. 2013. Citra Merek, Kualitas Produk, dan Promosi Pengaruhnya Terhadap Kepuasan Konsumen Pada Makanan Tradisional. Jurnal EMBA 1 (3).

Lei, S., and L. Chu. 2015. The mediating role of consumer satisfaction in the relationship between brand equity and brand loyalty based on PLS-SEM Model. International business research 8 (2):62.

Lumintang, G., and J. J. Rotinsulu. 2015. Analisis Kualitas Produk Dan Kualitas Layanan Terhadap Kepuasan Konsumen Pada Holland Bakery Boulevard Manado. Jurnal EMBA: Jurnal Riset Ekonomi, Manajemen, Bisnis dan Akuntansi 3 (1).

Mardikawati, W., and N. Farida. 2013. Pengaruh Nilai Pelanggan dan Kualitas Layanan terhadap Loyalitas Pelanggan, melalui kepuasan pelanggan pada Pelanggan bus efisiensi (studi po efisiensi jurusan yogyakarta-cilacap). Jurnal Administrasi Bisnis 2 (1):64-75.

Martin, J., M. Elg, and I. Gremyr. 2020. The many meanings of quality: Towards a definition in support of sustainable operations. Total Quality Management & Business Excellence:1-14.

Meesala, A., and J. Paul. 2018. Service quality, consumer satisfaction and loyalty in hospitals: Thinking for the future. Journal of Retailing and Consumer Services 40:261-269.

Morano, R. S., A. Barrichello, R. R. Jacomossi, and J. R. D’Acosta-Rivera. 2018. Street food: factors influencing perception of product quality. RAUSP Management Journal 53:535-554.

Mowen, J. C., and M. Minor. 2002. Perilaku konsumen. Jakarta: Erlangga 90.

Närvänen, E., H. Kuusela, H. Paavola, and N. Sirola. 2020. A meaning-based framework for customer loyalty. International Journal of Retail & Distribution Management.

Octavia, A. 2021. Service Quality Gap Analysis of Water Supply in Urban Areas: Water Supply Company, Bogor Regency. In ICSDEMS 2019: Springer, 47-57.

Orel, F. D., and A. Kara. 2014. Supermarket self-checkout service quality, customer satisfaction, and loyalty: Empirical evidence from an emerging market. Journal of Retailing and Consumer Services 21 (2):118-129.

Osman, Z., and I. Sentosa. 2014. Influence of customer satisfaction on service quality and customer loyalty relationship in Malaysian commercial banking industry. International Journal of Economics, Finance and Management 3 (2).

Palilati, A. 2007. Pengaruh Nilai Pelanggan, Kepuasan terhadap Loyalitas Nasabah Tabungan Perbankan di Sulawesi Selatan. Jurnal Manajemen dan Kewirausahaan 9 (1).

Parasuraman, V. A. Zeithaml, and L. Berry. 1988. SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality. 1988 64 (1):12-40.

Peter, J. P., J. C. Olson, and K. G. Grunert. 1999. Consumer behaviour and marketing strategy: McGraw-hill London, UK:.

Pizam, A., V. Shapoval, and T. Ellis. 2016. Customer satisfaction and its measurement in hospitality enterprises: a revisit and update. International Journal of Contemporary Hospitality Management.

Polyorat, K., and S. Sophonsiri. 2010. The Influence of Service Quality Dimensions on Customer Satisfaction And Customer Loyalty In The Chain Restaurant Context: A Thai Case. Journal of Global Business & Technology 6 (2).

Rahmayanti, L. 2009. Pengaruh Kualitas Layanan Rawat Inap Terhadap Kepuasan Pasien Rumah Sakit Bunda Margonda Depok.

Rauyruen, P., and K. E. Miller. 2007. Relationship quality as a predictor of B2B customer loyalty. Journal of Business Research 60 (1):21-31.

Rimawan, E., A. Mustofa, and A. D. Mulyanto. 2017. The influence of product quality, service quality and trust on customer satisfaction and its impact on customer loyalty (case study PT ABC Tbk). International Journal of Scientific & Engineering Research 8 (7):2330-2336.

Rod, M., N. J. Ashill, J. Shao, and J. Carruthers. 2009. An examination of the relationship between service quality dimensions, overall internet banking service quality and customer satisfaction: A New Zealand study. Marketing Intelligence & Planning.

Sachro, and S. R. Pudjiastuti. 2013. The Effect Service Quality to Cus-tomer Satisfaction and Customer Loyalty of Argo Bromo Anggrek Train Jakarta Surabaya in Indonesia. IOSR Journal of Business and Management 12 (1).

Saha, P., and Y. Zhao. 2005. Relationship between online service quality and customer satisfaction: a study in internet banking.

Saidani, B., and S. Arifin. 2012. Pengaruh Kualitas Produk dan Kualitas Layanan Terhadap Kepuasan pelanggan Dan Minat Beli Pada Ranch Market. Jurnal Riset Manajemen Sains Indonesia (JRMSI) 3 (1).

Sakhaei, S. F., A. Afshari, and E. Esmaili. 2014. The impact of service quality on customer satisfaction in Internet banking. Journal of mathematics and computer science 9 (1):33-40.

Schiffman, and Kanuk. 2007. Perilaku Konsumen. 7 ed: PT. Indeks, Jakarta.

Setiadi, N. J. 2008. Perilaku Konsumen: Konsep dan Implikasi untuk Strategi dan Penelitian Pemasaran: Jakarta: Kencana.

Shaharudin, M. R., A. A. Hassan, S. W. Mansor, S. J. Elias, E. H. Harun, and N. A. Aziz. 2010. The relationship between extrinsic attributes of product quality with brand loyalty on Malaysia national brand motorcycle/scooter. Canadian social science 6 (3):165-175.

Silvestro, R., and L. T.H. The asymmetric relationship between customer satisfaction, dissatisfaction, loyalty and financial performance in B2B companies. . Operations Management Group. University of Warwick, Singapore 2006 [cited.

Sivadas, E., and J. L. Baker‐Prewitt. 2000. An examination of the relationship between service quality, customer satisfaction, and store loyalty. International Journal of Retail & Distribution Management.

Slack, N. J., and G. Singh. 2020. The effect of service quality on customer satisfaction and loyalty and the mediating role of customer satisfaction: Supermarkets in Fiji. The TQM Journal.

Smith, R. E., and W. F. Wright. 2004. Determinants of customer loyalty and financial performance. Journal of management accounting research 16 (1):183-205.

Sumarwan, U. 2014. Model keputusan konsumen. Perilaku konsumen 5:1-41.

Sunyoto, D. 2012. Teori, Kuesioner, dan Analisis Data Sumber Daya Manusia (Praktik Penelitian). 1 ed: Yogyakarta : CAPS.

Suwarni, and S. D. Mayasari. 2011. Pengaruh kualitas produk dan harga terhadap loyalitas melalui kepuasan konsumen. Jurnal Ekonomi Bisnis 16 (1):76-84.

Tjahjaningsih, E., and M. Yuliani. 2009. Analisis kualitas produk dan citra merek dalam mempengaruhi keputusan pembelian dan dampaknya terhadap loyalitas merek HP Nokia. Telaah Manajemen 6 (2):249314.

Torres‐Moraga, E., A. Z. Vásquez‐Parraga, and J. Zamora‐González. 2008. Customer satisfaction and loyalty: start with the product, culminate with the brand. Journal of consumer marketing.

Tumangkeng, G. A. 2013. Kualitas Produk, Suku Bunga danKualitas Pelayanan Pengaruhnyaterhadap Kepuasan Pelanggan KPR Bank BTN Cabang Manado. Jurnal EMBA 1 (4).

Vykydal, D., P. Halfarová, and J. Nenadál. 2013. Customer Loyalty Measurement at Czech Organizations. Quality Innovation Prosperity 17 (1):28-38.

Wedarini, N. M. S. 2013. Pengaruh kualitas produk terhadap kepuasan dan loyalitas pelanggan telkom flexi, Udayana University.

Wells, J. D., J. S. Valacich, and T. J. Hess. 2011. What signal are you sending? How website quality influences perceptions of product quality and purchase intentions. MIS quarterly:373-396.

Wendi, W., and R. Chandra. 2020. Effect of service quality, price on satisfaction and loyalty customer (Study on Born Fit Thamrin, Central Jakarta). ISTEI:1-16.

Wicaksono, D. A. 2022. Faktor – Faktor Yang Mempengaruhi Loyalitas Pelanggan (Suatu Kajian Teoritis). ULIL ALBAB : Jurnal Ilmiah Multidisiplin 1 (3):504-509.

Wu, K.-W. 2011. Customer loyalty explained by electronic recovery service quality: Implications of the customer relationship re-establishment for consumer electronics e-tailers. Contemporary management research 7 (1).

Yoo, M., and B. Bai. 2013. Customer loyalty marketing research: A comparative approach between hospitality and business journals. International Journal of Hospitality Management 33:166-177.

Zeithaml, V. A., L. L. Berry, and A. Parasuraman. 1996. The behavioral consequences of service quality. Journal of marketing 60 (2):31-46.

Zygiaris, S., Z. Hameed, A. Alsubaie, and U. Rehman. 2022. Service Quality and Customer Satisfaction in the Post Pandemic World: A Study of Saudi Auto Care Industry. Frontiers in Psychology 13:842141-842141.

DOI: http://dx.doi.org/10.29040/jap.v23i2.7332