Analisis Pengaruh Service Quality dan Biaya Terhadap Kepuasan pelanggan (Study Kasus Pada PT. Mustikasakti Sarana Kencana)
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Mar 2, 2020
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Abstract
The aim study to analize influence service quality to customer satisfaction on PT. Mustikasakti Sarana Kencana. Method use by corelation, data collecting by survey on 49 respondent. The result point out that service quality influenced to customer satisfaction, then customer satisfaction influenced to customer loyalty. tant, spesific, or representative for the article.
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References
Anderson, E.W., Fornell, C., and Lehmann, D.R., (1994). Customer satisfaction, market share and profitability, Journal of Marketing, 58 (3): 53-66.
Bitner, M.J., (1990). Evaluating service encounters: the effects of physical surroundings and employee responses, Journal of Marketing, 54 (2): 69-82.
Bitner, M.J., Booms, B.H., and Mohr, L.A., (1994). Critical service encounters: the employees viewpoint, Journal of Marketing, 58 (4): 95-106.
Carman, J.M., (1990). Consumer perceptions of service quality: an assessment of the SERVQUAL dimensions, Journal of Retailing, 66 (1): 33-55.
Christopher, M., (2011). Logistics & Supply Chain Management, Forth Edition. Harlow: Prentice Hall.
Cronin, J.J., Taylor, S.A., (1992). Measuring servicequality: a reexamination and extension, Journal of Marketing, 56 (3): 55-68.
Diller, H., (2008). Price fairness, Journal of Product & Brand Management, 17 (5): 353 – 355.
Evangelista, P., and Morvillo, A., (1999). Alliances in liner shipping: an instrument to gain operational efficiency or supply chain integration ?, International Journal of Logistics: Research and Applications, 2 (1): 21-38.
Hermawan, A., (2007). Pedoman Praktis Metodologi Penelitian Bisnis, LPFE.
Kotler, P., Amstrong, G., (1994). Principles of Marketing, Englewood Cliffs: Prentice- Hall.
Kotler, P., Keller, K.L., (2012). Marketing Management, New Jersey: Prentice Hall Inc.
Lambert, D.M., Stock, J.R., Elram, L.M., (1998). Fundamentals of Logistics Management, Boston: McGraw-Hill.
Lasse, D.A., (2016). Manajemen Muatan – Aktivitas Rantai Pasok di Area Pelabuhan, Jakarta: RajaGrafindo Persada.
Levesque, T., and McDougall, G.H.G., (1996). Determinants of customer satisfaction in retail banking, International Journal of Bank Marketing, 14 (7): 12-20.
Lichtenstein, D.R., Ridgway, N.M., and Netemeyer, R.G., (1993). Price perceptions and consumer shopping behavior: a field study, Journal of Marketing Research, 30, (2): 234-245.
Lovelock, C., and Wirtz, J., (2004). Services Marketing, Fifth Edition. Singapore: Pearson Prentice Hall.
Matzler, K., Wurtele, A., and Renzl, B., (2006). Dimensions of price satisfaction: a study in the retail banking industry, International Journal of Bank Marketing, 24 (4): 216-231.
Mowen, J.C., dan Minor, M., (2001). Perilaku Konsumen, (Terjemahan), Bandung: PT. Penerbit Erlangga.
Oliver, R.L., (1980). A cognitive model of the antecedent and consequences of satisfaction decisions, Journal of Marketing, 17 (10): 460-469.
Oliver, R.L. (1999). Whence Consumer Loyalty?, Journal of Marketing, 63 (4): 33-44.
Parasuraman, A., Berry, L., and Zeithaml, V.A., (1985). A conceptual model of SQ and its implications for future research, Journal of Marketing, 49: 41-50.
Parasuraman, A., Zeithaml, V.A., and Berry, L.L., (1988). SERVQUAL: a multiple-item scale for measuring consumer perceptions of service quality, Journal of Retailing, 64 (1): 12-40.
Parasuraman, A., Berry, L. and Zeithaml, V.A., (1991). Perceived service quality as a customer-based performance measure: an empirical examination of organizational barriers using an extended service quality model, Human Resource Management, 30 (3): 335-364.
Parasuraman, A., Berry, L. and Zeithaml, V.A., (1994). Reassessment of expectations as a comparison standard in measuring SQ: implications for future research, Journal of Marketing, 58 (1): 111-124.
Porter, M.E., (1980), Competitive Strategy : Techniques for Analyzing Industries and Competitors, New York: The Free Press.
Rodrigue, , J.P., Comtois, C., and Slack, B., (2006). The Geography of Transport System, New York: Routledge.
Sekaran, U., (2003), Research Methods for Business: A Skill Building Approach. New York: John Wiley & Sons.
Schiffman, G.L., and Kanuk L.L, (2014). Consumer Behavior, Englewood Cliffs: Prentice- Hall.
Suyono, R.P., (2005). Shipping Pengangkutan Intermodal Ekspor Impor Melalui Laut, Jakarta: PPM.
Taylor, S.A. and Baker, T.L., (1994). An assessment of the relationship between service quality and customer satisfaction in the formation of consumer’s purchase intentions, Journal of Retailing, 70 (2):163-178.
Zeithaml, V.A., Bitner, M.J., Gremler, D.D., (2006). Services Marketing – Integrating Customer Focus Across the Firm, New York: McGraw-Hill.
Undang-Undang Nomor 17 Tahun 2008 tentang Pelayaran.
Peraturan Menteri Perhubungan Nomor 49 Tahun 2017 tentang Penyelenggaraan dan Pengusahaan Jasa Pengurusan Transportasi.
Bitner, M.J., (1990). Evaluating service encounters: the effects of physical surroundings and employee responses, Journal of Marketing, 54 (2): 69-82.
Bitner, M.J., Booms, B.H., and Mohr, L.A., (1994). Critical service encounters: the employees viewpoint, Journal of Marketing, 58 (4): 95-106.
Carman, J.M., (1990). Consumer perceptions of service quality: an assessment of the SERVQUAL dimensions, Journal of Retailing, 66 (1): 33-55.
Christopher, M., (2011). Logistics & Supply Chain Management, Forth Edition. Harlow: Prentice Hall.
Cronin, J.J., Taylor, S.A., (1992). Measuring servicequality: a reexamination and extension, Journal of Marketing, 56 (3): 55-68.
Diller, H., (2008). Price fairness, Journal of Product & Brand Management, 17 (5): 353 – 355.
Evangelista, P., and Morvillo, A., (1999). Alliances in liner shipping: an instrument to gain operational efficiency or supply chain integration ?, International Journal of Logistics: Research and Applications, 2 (1): 21-38.
Hermawan, A., (2007). Pedoman Praktis Metodologi Penelitian Bisnis, LPFE.
Kotler, P., Amstrong, G., (1994). Principles of Marketing, Englewood Cliffs: Prentice- Hall.
Kotler, P., Keller, K.L., (2012). Marketing Management, New Jersey: Prentice Hall Inc.
Lambert, D.M., Stock, J.R., Elram, L.M., (1998). Fundamentals of Logistics Management, Boston: McGraw-Hill.
Lasse, D.A., (2016). Manajemen Muatan – Aktivitas Rantai Pasok di Area Pelabuhan, Jakarta: RajaGrafindo Persada.
Levesque, T., and McDougall, G.H.G., (1996). Determinants of customer satisfaction in retail banking, International Journal of Bank Marketing, 14 (7): 12-20.
Lichtenstein, D.R., Ridgway, N.M., and Netemeyer, R.G., (1993). Price perceptions and consumer shopping behavior: a field study, Journal of Marketing Research, 30, (2): 234-245.
Lovelock, C., and Wirtz, J., (2004). Services Marketing, Fifth Edition. Singapore: Pearson Prentice Hall.
Matzler, K., Wurtele, A., and Renzl, B., (2006). Dimensions of price satisfaction: a study in the retail banking industry, International Journal of Bank Marketing, 24 (4): 216-231.
Mowen, J.C., dan Minor, M., (2001). Perilaku Konsumen, (Terjemahan), Bandung: PT. Penerbit Erlangga.
Oliver, R.L., (1980). A cognitive model of the antecedent and consequences of satisfaction decisions, Journal of Marketing, 17 (10): 460-469.
Oliver, R.L. (1999). Whence Consumer Loyalty?, Journal of Marketing, 63 (4): 33-44.
Parasuraman, A., Berry, L., and Zeithaml, V.A., (1985). A conceptual model of SQ and its implications for future research, Journal of Marketing, 49: 41-50.
Parasuraman, A., Zeithaml, V.A., and Berry, L.L., (1988). SERVQUAL: a multiple-item scale for measuring consumer perceptions of service quality, Journal of Retailing, 64 (1): 12-40.
Parasuraman, A., Berry, L. and Zeithaml, V.A., (1991). Perceived service quality as a customer-based performance measure: an empirical examination of organizational barriers using an extended service quality model, Human Resource Management, 30 (3): 335-364.
Parasuraman, A., Berry, L. and Zeithaml, V.A., (1994). Reassessment of expectations as a comparison standard in measuring SQ: implications for future research, Journal of Marketing, 58 (1): 111-124.
Porter, M.E., (1980), Competitive Strategy : Techniques for Analyzing Industries and Competitors, New York: The Free Press.
Rodrigue, , J.P., Comtois, C., and Slack, B., (2006). The Geography of Transport System, New York: Routledge.
Sekaran, U., (2003), Research Methods for Business: A Skill Building Approach. New York: John Wiley & Sons.
Schiffman, G.L., and Kanuk L.L, (2014). Consumer Behavior, Englewood Cliffs: Prentice- Hall.
Suyono, R.P., (2005). Shipping Pengangkutan Intermodal Ekspor Impor Melalui Laut, Jakarta: PPM.
Taylor, S.A. and Baker, T.L., (1994). An assessment of the relationship between service quality and customer satisfaction in the formation of consumer’s purchase intentions, Journal of Retailing, 70 (2):163-178.
Zeithaml, V.A., Bitner, M.J., Gremler, D.D., (2006). Services Marketing – Integrating Customer Focus Across the Firm, New York: McGraw-Hill.
Undang-Undang Nomor 17 Tahun 2008 tentang Pelayaran.
Peraturan Menteri Perhubungan Nomor 49 Tahun 2017 tentang Penyelenggaraan dan Pengusahaan Jasa Pengurusan Transportasi.