PERAN CUSTOMER SATISFACTION DALAM  MEMEDIASIKAN PENGARUH SERVICE QUALITY TERHADAP CUSTOMER LOYALTY PADA  BALAI BESAR KARANTINA PERTANIAN TANJUNG PRIOK

Mardi Riyanto

doi:10.23917/dayasaing.v24i1.18922

PERAN CUSTOMER SATISFACTION DALAM MEMEDIASIKAN PENGARUH SERVICE QUALITY TERHADAP CUSTOMER LOYALTY PADA BALAI BESAR KARANTINA PERTANIAN TANJUNG PRIOK

Mardi Riyanto^(1*)

(1) Ibnu Khaldun University
(*) Corresponding Author

Abstract

The main job of the Tanjung Priok Agricultural Quarantine Center is quarantine services to the community, so it is important to examine how customers perceive services and their implications for customer loyalty. This study aims to analyze the effect of service quality on customer loyalty, either directly or indirectly. This research approach is quantitative type of causality. The research population is Balai Besar Karantina Pertanian (BBKP) Tanjung Priok customers, both for export-import and domestic purposes. The data collection technique used a survey with a closed questionnaire research instrument using a Likert Scale 1-6. The data analysis technique uses Structural Equation Modeling (SEM), in this case Partial Least Square (PLS), and path analysis. The results showed that service quality had a positive and significant effect on customer loyalty on BBKP Tanjung Priok.. The results of this study mean that the higher the level of Service Quality, the more Customer Loyalty at BBKP Tanjung Priok. Customer satisfaction partial mediates the effect of service quality on customer loyalty.

Keywords

Tanjung Priok Agricultural Quarantine Center, Service Quality, Customer Loyalty, Customer Satisfaction, Structural Equation Modeling

Full Text:

PDF

References

Afthanorhan, A., Awang, Z., Rashid, N., Foziah, H., & Ghazali, P. L. (2019). Assessing the effects of service quality on customer satisfaction. Management Science Letters, 9(1), 13–24. https://doi.org/10.5267/j.msl.2018.11.004

Cooper, D.R.; Shindler, P.S. (2014). Business Reserach Methods. Twelfth Edition. McGrawHill International Edition

Fida, B. A., Ahmed, U., Al-Balushi, Y., & Singh, D. (2020). Impact of Service Quality on Customer Loyalty and Customer Satisfaction in Islamic Banks in the Sultanate of Oman. SAGE Open, 10(2). https://doi.org/10.1177/2158244020919517

Ghozali, I. (2012). Apalikasi Analisis Multivariate dengan Program IBM SPSS (Cetakan VI). Badan Penerbit Universitas Diponegoro

Hair, J.F., Hult, G.T.M., Ringle, C.M., & Sarstedt, M. (2014). A Primer on Partial Least Squares Structural Equation Modeling. SAGE Publications, Inc.

Haryono, S. (2017). Metode SEM untuk Penelitian Manajemen AMOS, Lisrel, dan PLS (Cetakan I). Penerbit Luxima Metro Media.

Kasiri, L. A., Guan Cheng, K. T., Sambasivan, M., & Sidin, S. M. (2017). Integration of standardization and customization: Impact on service quality, customer satisfaction, and loyalty. Journal of Retailing and Consumer Services, 35(June 2016), 91–97. https://doi.org/10.1016/j.jretconser.2016.11.007

Kotler, P., & Keller, K. L. (2016). A Framework for Marketing Management. Pearson Education Limited.

Kumar, A. (2020). Effect of service quality on customer loyalty and the mediating role of customer satisfaction: An empirical investigation for the telecom service industry. Journal of Management Research and Analysis, 5(1),34–41. https://doi.org/10.18231/2394-

2018.0007

Lie, D., Sudirman, A., Efendi, E., & Butarbutar, M. (2019). Analysis of mediation effect of consumer satisfaction on the effect of service quality, price and consumer trust on consumer loyalty. International Journal of Scientific and Technology Research, 8(8), 421–428.

Liu, W. K., Lee, Y. S., & Hung, L. M. (2017). The interrelationships among service quality, customer satisfaction, and customer loyalty: Examination of the fast-food industry. Journal of Foodservice Business Research, 20(2), 146–162. https://doi.org/10.1080/15378020.2016.1201644

Mittermeier CG. 1997. Megadiversity Country. Mexico City: Agrupaciaon

Sierra Madre Ok, S., Suy, R., Chhay, L., & Choun, C. (2018). Customer Satisfaction and Service Quality in the Marketing Practice: Study on Literature Review. Asian Themes in Social Sciences Research, 1(1), 21–27. https://doi.org/10.33094/journal.139.2018.11.21.27

Oliver, R. L. (1999). Whence Consumer Loyalty? Journal of Marketing, 63, 33–44.

Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1985). A Conceptual Model of Service Quality and Its Implications for Future Research. Journal of Marketing, 49(4), 41. https://doi.org/10.2307/1251430

Pakurár, M., Haddad, H., Nagy, J., Popp, J., & Oláh, J. (2019). The service quality dimensions that affect customer satisfaction in the Jordanian banking sector. Sustainability (Switzerland), 11(4), 1–24. https://doi.org/10.3390/su1104111318

Rajeswari, S., Srinivasulu, Y., & Thiyagarajan, S. (2017). Relationship among Service Quality, Customer Satisfaction and Customer Loyalty: With Special Reference to Wireline Telecom Sector (DSL Service). Global Business Review, 18(4), 1041–1058. https://doi.org/10.1177/0972150917692405

Ranjbarian, B., & Berari, M. (2009). Relationship marketing approach to improve customer satisfaction. Journal of Executive Management, 2.

Rita, P., Oliveira, T., & Farisa, A. (2019). The impact of e-service quality and customer satisfaction on customer behavior in online shopping. Heliyon, 5(10), e02690. https://doi.org/10.1016/j.heliyon.2019.e02690

Schneider, I. (1995). Book Review: Reinventing Government. Journal of Leisure Research, 27(3), 302–304. https://doi.org/10.1080/00222216.1995.11949751

Semil, N. 2018. Pelayanan Prima Instansi Pemerintah. Cetakan Kesatu. Jakarta

Setiawan, H., & Sayuti, A. J. (2017). Effects of Service Quality, Customer Trust and Corporate Image on Customer Satisfaction and Loyalty: An Assessment of Travel Agencies Customer in South Sumatra Indonesia. IOSR Journal of Business and Management,

(05), 31–40. https://doi.org/10.9790/487x-1905033140

Sugiyono. 2013. Metode Penelitian Kombinasi (Mixed Methods). Bandung: Alfabeta.

Shahnaz, N., Jalaly, M., & Mirabdolahi, H. (2013). The Relationship between Customer Satisfaction and Loyalty with the Bank Performance in Iran. International Journal of Academic Research in Business and Social Sciences, 3(6).

Sarstedt, M., Ringle, C. M., & Hair, J. F. (2017). Partial Least Squares Structural Equation Modeling. In Handbook of Market Research (Issue September). Springer National Publishing. https://doi.org/10.1007/978-3-319-05542-8

Tabachnick, B.G.; & Fidell, Linda, S.L. (2013). Using Multivariate Statistics. Sixth edition. Boston: Pearson.

Vogel, V., Evanschitzky, H., & Ramaseshan, B. (2008). Customer equity drivers and future sales. Journal of Marketing, 72(6), 98–108. https://doi.org/10.1509/jmkg.72.6.98

Widarjono, A. (2015). Analisis Multivariat Terapan dengan Program SPSS, AMOS, dan SMARTPLS (Edisi Kedu). UPP STIM YKPN.

Zubaedah., Nely, Buchori., Damayanti, Munif., Abdul. (2015). Keefektifan Kebijakan Pembatasan Pintu Masuk Impor Hortikultura Terhadap Aspek Perlindungan Tanaman. Risalah Kebijakan Pertanian dan Lingkungan, Vol. 2 No. 2, 144-151.

DOI: 10.23917/dayasaing.v24i1.18922