Pengaruh Kualitas Pelayanan, Harga, dan Kepuasan Pelanggan Terhadap Loyalitas Pelanggan Motor

  • Felix Wijaya Universita Dinamika Bangsa, Jambi, Indonesia
  • Herry Mulyono Universita Dinamika Bangsa, Jambi, Indonesia
  • Febby Nanda Utami Universita Dinamika Bangsa, Jambi, Indonesia
  • Benediktus Rolando * Mail Universitas Dinamika Bangsa, Jambi, Indonesia
Keywords: Customer Loyalty Repeat; Customer Satisfaction; Effect Of Service Quality; Purchase Price

Abstract

This study aims to determine the effect of service quality, price, and customer satisfaction on customer loyalty at Champion Motor Mayang branch, Jambi city with 168 respondents. Sample collection was carried out by distributing questionnaires with the Accidental sampling technique to 168 customers of the Mayang branch of the Champion Motor who were deemed suitable as a data source. This research is descriptive research with quantitative methods. This study uses Partial Least Square (PLS) analysis tools. The entire analysis was calculated using the smart PLS version 4 program. The result of the study indicates that service quality has a significant effect on customer satisfaction, price has a significant effect on customer satisfaction, customer satisfaction has a significant effect on customer loyalty, service quality has a significant effect on customer loyalty, price has a significant effect on customer loyalty.

References

Andi, U., Palopo, D., & Pelanggan, L. (2023). Jurnal Manajemen dan Ekonomi Terapan. 1(April).

Aprileny, I., & Apri Emarawati, J. (2019). Pengaruh Kualitas Pelayanan, Harga dan Kepuasan Konsumen terhadap Loyalitas Pelanggan di Tip Top Swalayan Pondok Bambu. Jurnal Akuntansi Dan Manajemen, 16(02), 237–254. https://doi.org/10.36406/jam.v16i02.246

Fachruddin, Pahlevi, M. R., Ismail, M., & Rasywir, E. (2020). Pengujian Implementasi Sistem Pengelolaan Keuangan Masjid Berbasis Web Dan Android. Jurnal Paradigma UBSI, 22(2), 124–131.

Fachruddin, Pahlevi, M. R., Ismail, M., Rasywir, E., & Pratama, Y. (2020). Analisis Usability Pada Implementasi Sistem Pengelolaan Keuangan Masjid Menggunakan USE Questionnaire. Jurnal Media Informatika Budidarma, 4, 1216–1224. https://doi.org/10.30865/mib.v4i4.2518

Ghozali. (2020). ANALISIS MULTIVARIAT STRUCTURAL EQUATION MODELING ( SEM ) DENGAN PARTIAL LEAST B I KO PAR ARE E ( ( PL PLS ) ARE.

Hair et al. 2022. (n.d.). Partial Least Squares Structural Equation Modeling ( PLS-SEM ) Using R.

Halim, A., & Ferils, M. (2023). SEIKO : Journal of Management & Business Pengaruh Motivasi Kerja , Disiplin Kerja Dan Gaya Kepemimpinan Terhadap Kinerja Pegawai Pada Universitas Muhammadiyah Mamuju. 6(2), 326–334.

Hartiwi, Y., Rasywir, E., Pratama, Y., & Jusia, P. A. (2020). Sistem Manajemen Absensi dengan Fitur Pengenalan Wajah dan GPS Menggunakan YOLO pada Platform Android. Jurnal Media Informatika Budidarma, 4, 1235–1242. https://doi.org/10.30865/mib.v4i4.2522

Herman Sofyandi dan Iwa Garniwa. (2023). Manajement Sumber Daya Manusia. In Fakultas Bisnis dan Manajement Universitas Widyatama.

Ismail, T., & Yusuf, R. (2021). Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pelanggan Kantor Indihome Gegerkalong Di Kota Bandung. Jurnal Ilmiah MEA (Manajemen, Ekonomi, Dan Akuntansi), 5(3), 413–423.

Ismayati, & Tahir, S. (2021). Pengaruh Lingkungan Kerja , Disiplin Kerja Dan Gaya Kepemimpinan Terhadap Kinerja Pegawai Pada Kantor Kecamatan Bekasi Utara. Kinerja, 3(02), 230–244. https://doi.org/10.34005/kinerja.v3i02.1554

Marsam. (2020). Pengaruh Gaya Kepemimpinan, Kompetensi, dan Komitmen Terhadap Kinerja Pegawai pada Unit PelaksananTeknis di Lingkungan Yapis Cabang Kabupaten Biak Numfor. Qiara Media.

Misnanto, R., & Istiyanto, B. (2021). Pengaruh Harga, Kualitas Produk, Dan Celebrity Endorser Terhadap Minat Beli Produk Scarlett Whitening (Studi Kasus Pada Perempuan Di Surakarta). Jurnal Ekobis Dewantara, 4(2), 78–88.

Raschintasofi, M., Khumairo, N., Rasywir, E., & Feranika, A. (2022). Analisis Tingkat Pemahaman Mahasiswa Universitas Dinamika Bangsa Dalam Pembelajaran Daring Menggunakan Algoritma K-Nearst Neighbor. Jurnal Manajemen Teknologi Dan Sistem Informasi (JMS), 2(1), 69–77. https://doi.org/10.33998/jms.2022.2.1.29

Riyanto, S., & Hatmawan, A. A. (2020). Metode riset penelitian kuantitatif penelitian di bidang manajemen, teknik, pendidikan dan eksperimen. Deepublish.

Rolando, B. (2024). The Role Of Artificial Intelligence In Personalized And Customized Engagement Marketing: A Comprehensive Review. Economics and Business Journal (ECBIS), 2(3), 301–316.

Rolando, B., & Mulyono, H. (2024a). Managing Risks In Fintech: Applications And Challenges Of Artificial Intelligence-Based Risk Management. Economics and Business Journal (ECBIS), 2(3), 249–268.

Rolando, B., & Mulyono, H. (2024b). Unlocking The Power Of Data: Effective Data-Driven Marketing Strategies To Engage Millennial Consumers. Bisnis Dan Keuangan TRANSEKONOMIKA | VOLUME, 4(3). https://transpublika.co.id/ojs/index.php/Transekonomika

Rolando, B., & Pasaribu, J. P. K. (2024). The Role of Brand Equity and Perceived Value on Student Loyalty: A Case Study of Private Universities in Indonesia. Jurnal Ilmiah Manajemen Dan Kewirausahaan (JUMANAGE), 3(1), 359–369.

Saripudin, A., Oktriawan, W., & Kurniasih, N. (2021). Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pelanggan Restoran Saung Manglid. 1(1), 48–57.

Sebastian, N., & Rojuaniah. (2020). Pengaruh Kualitas Pelayanan Dan Harga Pelanggan Pada Bengkel Astra Honda Authorized Servis Station Sarana Motor Di Tangerang. Journal of Contemporary Accounting Ekonomi, 1(2), 444–453.

Subawa, I. G. B., & Sulistyawati, E. (2020). Populasi dalam penelitian ini adalah pelanggan yang loyal menggunakan jasa Lila. 9(2), 718–736.

Dimensions Badge
Published
2024-06-30
Section
Articles