PENGARUH SERVICE QUALITY TERHADAP CUSTOMER SATISFACTION DAN DAMPAKNYA PADA REUSE INTENTION BUS PARIWISATA DI KOTA SURABAYA
DOI:
https://doi.org/10.32524/jkb.v21i2.948Keywords:
Service Quality, Customer Satisfaction, Reuse IntentionAbstract
This research is conducted to examine the influence of Service Quality and Customer Satisfaction on Reuse Intention on Tourism Bus in the City of Surabaya (Study on: Surabaya Heritage Track Bus). The questionnaire is distributed to 92 respondents that lived in Surabaya and Outside Surabaya and have used Surabaya Heritage Track Bus more than once. The type of research is casual research that using Partial Least Square analysis method - Structural Equation Model (PLS-SEM). The result shows that Service Quality has a significant effect on Customer Satisfaction, and Customer Satisfaction has a significant effect on Reuse Intention. Meanwhile, Customer Satisfaction has a mediating role from Service Quality to Reuse Intention.
References
Ali, F., Kim, W. G., Li, J., & Jeon, H. M. (2018). Make it delightful: Customers' experience, satisfaction and loyalty in Malaysian theme parks. Journal of Destination Marketing & Management, 7, 1-11.
Arikunto, S. (2010). Prosedur Penelitian: Suatu Pendekatan Praktik (Rev. ed.). Jakarta: Rineka Cipta.
Aydin, S., Aksoy, A., Aydin, S., Kalayci, M., Yilmaz, M., Kuloglu, T., Catak, Z., & Citil,
C. (2015). Today’s and yesterday’s of pathophysiology: Biochemistry of metabolic syndrome and animal models. Nutrition, 30(1), 1–9. DOI: 10.1016/j.nut.2013.05.013
Azis, M. D. (2014, July). Pengaruh Kualitas Layanan, Kompetensi Tenaga Penjual dan Citra Perusahaan terhadap Keputusan Menggunakan Kembali Jasa pada PT. Mandala Multifinance Cabang Palu. e-Jurnal Katalogis, 2(7), 58-67.
Fang, Y. H., Chiu, C. M., & Wang, E. T. G. (2011). Understanding Customers' Satisfaction and Repurchase Intention. Internet Research, 21(4), 479-503. DOI: 10.1108/10662241111158335
Firmansyah, F., & Haryanto, R. (2019). Manajemen Kualitas Jasa: Peningkatan Kepuasan dan Loyalitas Pelanggan. Sleman: Deepublish.
Imanuel, B. H., & Tanoto, S. (2019). Pengaruh Kualitas Layanan terhadap Kepuasan Pelanggan Di PT Hastaco Tour and Travel. AGORA, 7(1).
Japutra, A., Keni, K., & Nguyen, B. (2015). The impact of brand logo identification and brand logo benefit on Indonesian consumers’ relationship quality. Asia-Pacific
Journal of Business Administration, 7(3), 237-252. DOI: 10.1108/APJBA-102014-0124
Kadir, H. A., Rahmani, N., & Masinaei, R. (2011). Impact of Service Quality on Customer Satisfaction: Study of Online Banking and ATM Service in Malaysia. International Journal of Trade, Economics and Finance, 2(1).
Karya, D.K. (2020, July). Analisis Reuse Intention Pelanggan Tour dan Travel “X”.
Accounting and Management Journal,4(1). https://doi.org/10.5539/ijms.v13n2p53
Kotler, P., & Keller, K. L. (2009). Marketing Management (13th ed.). Person Prentice Hall.
Kotler, P., & Keller, K. L. (2012). Marketing Management (14th ed.). Prentice Hall. Laisak, A. H., Rosli, A, & Sa’adi, N. (2021). The effect of Service Quality on Customers’
Satisfaction of Inter-District Public Bus Companies in the Central Region of Sarawak, Malaysia. International Journal of Marketing Studies, 13(2). DOI:
5539/ijms.v13n2p53
Mahardika, D. V., & Supriyono. (2016, March). Pengaruh Kualitas Pelayanan Terhadap Kepuasan Konsumen Jasa Transportasi Kereta Api Indonesia (KAI) Daerah Operasi 6 Yogyakarta. Advance 3(1).
Malhotra, N., Sahadev, S., & Purani, K. (2017, June). Psychological Contact Violation and Customer Intention to Reuse Online Retailers: Exploring Mediating and Moderating Mechanisms. Journal of Business Research, 75, 17-28. https://doi.org/10.1016/j.jbusres.2017.01.013
Oliver, R. L. (2014). Satisfaction: A Behavioral Perspective on the Consumer (0 ed.). Routledge.
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988). SERVQUAL: A Multiple-Item Scale for Measuring Consumer Perceptions of Service Quality. Journal of Retail, 64, 12–40.
Saleem, H., & Raja, N. S. (2014). The Impact of Service Quality on Customer Satisfaction, Customer Loyalty and Brand Image: Evidence from Hotel Industry of Pakistan. Middle-East Journal of Scientific Research, 19(5), 706-711. DOI: 10.5829/idosi.mejsr.2014.19.5.21018
Shofia, Syai Sabila Elita. (2018). Surabaya Heritage Track Sebagai Atraksi Wisata City Tour Di Surabaya (Studi Deskriptif Analisis Surabaya Heritage Track Sebagai AtraksiWisata Perkotaan), from URI: http://repository.unair.ac.id/id/eprint/73231
Supiani., & Ardiansyah, I. (2013). Analisis Kualitas Pelayanan Jasa Pengiriman Paket
Barang dan Dokumen dengan Metode Servperf dalam Upaya Meningkatkan Kinerja Pelayanan (Studi Kasus Pada Agen Utama JNE Margonda Raya, Depok). UG Jurnal, 7(1).
Suryaningtiyas, D., Harahab, N., & Riniwati, H. (2013). Analisis Kualitas Pelayanan Karyawan terhadap Kepuasan Pelanggan (Nelayan) di UPTD Pangkalan Pendaratan Ikan (PPI) Popoh, Desa Besole Kecamatan Besuki Tulungagung, Jawa Timur. Jurnal ECSOFim, 1(1).
Tjiptono, F. (2014). Pemasaran Jasa: Prinsip, Penerapan, dan Penelitian. Yogyakarta: Andi Offset.
Wang, Y., Zhang, Z., Zhu, M., & Wang, H. (2020). The Impact of Service Quality and Customer Satisfaction on Reuse Intention in Urban Rail Transit in Tianjin, China.
Sage Open, p. 7. https://doi.org/10.1177/2158244019898803
_1.png)
