MENINGKATKAN KEPUASAN PELANGGAN MELALUI PERAN KUALITAS PELAYANAN: KEPUTUSAN PEMBELIAN SEBAGAI MEDIATOR:Riset Pelanggan Ammal Marwah Tour (Pembelian Tiket Maskapai Penerbangan)
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Sep 8, 2022
Keywords:
quality of service , decisions of purchising , satisfaction of customer
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Abstract
This research is entitled “Improving Customer Satisfaction Through the Role of Service Quality: Purchasing Decisions as Mediator: Ammal Marwah Tour Customer Research (Purchase of Airline Tickets). Aims to analyze the effect of service quality on satisfaction and is mediated by purchasing decisions. Collecting data by distributing questionnaires to Ammal Marwah Tour customers by applying purposive sampling criteria with the criteria of customers who have purchased airline tickets at least twice. Samples obtained from distributing questionnaires were 135 and those who passed the sample test for data processing were 117 and 20 were used as sampling. The data were processed with the Smart PLS program. It is concluded from the research results that service quality has an influence on purchasing decisions and customer satisfaction as well as purchasing decisions as a mediator.
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References
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Anggita, R., & Ali, H. (2017). The Influence of Product Quality, Service Quality and Price to Purchase Decision of SGM Bunda Milk (Study on PT. Sarihusada Generasi Mahardika Region Jakarta, South Tangerang District). Scholars Bulletin (A Multidisciplinary Journal), 3(6), 261–272. https://doi.org/10.21276/sb
Caruana, A. (2002). Service loyalty: The effect of service quality and the mediating role of customer satisfaction. European Journal of Marketing, 36(7/8), 811–828. https://doi.org/10.1108/03090560210430818
Carvalho, H. D. F., Saldanha, E. D. S., & Amaral, A. M. (2020). The Mediation Effects of Customer Satisfaction on the Relations Between Product Price, Service Quality and Purchasing Decision. Timor Leste Journal of Business and Management, 2(1), 14–26. https://doi.org/10.51703/bm.v2i2.18
Chaerudin, S. M., & Syafarudin, A. (2021). The Effect Of Product Quality, Service Quality, Price On Product Purchasing Decisions On Consumer Satisfaction. Ilomata International Journal of Tax and Accounting, 2(1), 61–70. https://doi.org/10.52728/ijtc.v2i1.202
Dapas, C. C., Sitorus, T., Purwanto, E., & Ihalauw, J. J. O. I. (2019). The effect of service quality and website quality of zalora.Com on purchase decision as mediated by purchase intention. Quality - Access to Success, 20(169), 87–92.
Dianah, N., & Welsa, H. (2017). Pengaruh Kualitas Produk Dan Citra Merek Terhadap Keputusan Pembelian Smartphone Xiaomi Serta Dampaknya Pada Kepuasan Konsumen (Studi Kasus Pada Mahasiswa Fakultas Ekonomi Universitas Sarjanawiyata Tamansiswa). Jurnal Manajemen, 7(1), 16–26.
Dyatmika, S. W., & Firdaus, L. M. (2021). the Effect of Price , Service Quality , and Company Image on Purchase Decisions on Jalanjalan . Id Gresik. International Journal of Economics, Bussiness and Accounting Research, 5(2), 304–317. https://jurnal.stie-aas.ac.id/index.php/IJEBAR
Fauzi Baskara, R., Dwi Anastasia Mardiatmi, B., & Gunaedi Argo, J. (2021). Analisis Pengaruh Kualitas Pelayanan Terhadap Pembelian Ulang Melalui Kepuasan Pelanggan Pada Aplikasi Traveloka. Korelasi, 2, 1645–1659.
Firmansyah, A. (2018). perilaku konsumen. In deepublish (Issue December).
Galih Jananuraga, P., & Nina Eka Lestari, N. P. (2020). Iklan, Citra Merek, Kualitas Pelayanan Terhadap Kepuasan Konsumen dan Keputusan Pembelian. Jurnal Manajemen Bisnis, 17(1), 133. https://doi.org/10.38043/jmb.v17i1.2347
Hair, J. F., Hult, G. T. M., Ringle, C. M., Sarstedt, M., & Thiele, K. O. (2017). Mirror, mirror on the wall: a comparative evaluation of composite-based structural equation modeling methods. Journal of the Academy of Marketing Science, 45(5), 616–632. https://doi.org/10.1007/s11747-017-0517-x
Hasanuddin, M. (2016). Analisis Pengaruh Kualitas Pelayanan, Lokasi Dan Harga Terhadap Kepuasan Nasabah Melalui Keputusan Pembelian Sebagai Variabel Intervening Pada Penjualan Logam Mulia Emas. Jurnal Riset Bisnis Dan Manajemen UNSRAT, 4(1), 128464.
Hasibuan, S. T., Siregar, Z. M. E., & Harahap, A. (2022). The Effect of Service Quality, Price, Customer Satisfaction on Purchase Decisions at Usman Wholesale. Budapest International Research and Critics Institute, 5(1), 6232–6242. https://doi.org/10.33258/birci.v5i1.4343
Hermawan, W., Hakim, D. B., & Hutagaol, M. P. (2016). Analisis Kepuasan Masyarakat terhadap Kualitas Pelayanan dalam Pendaftaran Tanah Pertama kali Pada Kantor Pertanahan Kabupaten Bogor. Jurnal Ilmu Keluarga Dan Konsumen, 9(1), 65–75. https://doi.org/10.24156/jikk.2015.9.1.65
Hu, L., & Bentler, P. M. (1999). Cutoff criteria for fit indexes in covariance structure analysis: Conventional criteria versus new alternatives. Structural Equation Modeling: A Multidisciplinary Journal, 6(1), 1–55. https://doi.org/10.1080/10705519909540118
Irawan. (2002). 10 Prinsip Kepuasan Pelanggan (Irawan (ed.); 4th ed.). PT Elex Media Komputindo.
Izogo, E. E., & Ogba, I. E. (2015). Service quality, customer satisfaction and loyalty in automobile repair services sector. International Journal of Quality and Reliability Management, 32(3), 250–269. https://doi.org/10.1108/IJQRM-05-2013-0075
Jackson R.S. Weenas. (2013). Kualitas Produk, Harga, Promosi Dan Kualitas Pelayanan Pengaruhnya Terhadap Keputusan Pembelian Spring Bed Comforta., 1(4), 607–618. https://doi.org/2303-1174
Kartajaya. (2018). Planet OMNI (Kartajaya (ed.)). PT Gramedia Pustaka Utama.
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(November 2016), 91–97. https://doi.org/10.1016/j.jretconser.2016.11.007
Kotler & Amstrong. (1997). Principle of marketing.Jakarta. Prenhallindo.
Kotler, P. (1997). Manajemen Pemasaran. Jakarta.Prenhallindo.
Kotler, P. (1998). Manajemen Pemasaran (6th ed.). Jakarta.Penerbit Erlangga.
Kotler, P., & Keller, K. L. (2016). Marketing Management (15th ed.)New Jersey.Pearson Pretice hall Inc.
Lee, J.-H. (2016). A Study on the Impact of Social Commerce Purchase Decision Factors on Customer Satisfaction, Customer Loyalty and Repurchase Intention. Indian Journal of Science and Technology, 9(26), 1–6. https://doi.org/10.17485/ijst/2016/v9i26/97387
Lenka, U., Suar, D., & Mohapatra, P. K. J. (2009). Service quality, customer satisfaction, and customer loyalty in Indian commercial banks. Journal of Entrepreneurship, 18(1), 47–64. https://doi.org/10.1177/097135570801800103
Lupiyoadi. (2001). Manajemen Pemasaran Jasa (Lupiyoadi (3rd ed.). Jakarta.Salemba Empat.
Mosahab, R. (2010). Service Quality, Customer Satisfaction and Loyalty: A Test of Mediation. International Business Research, 3(4), 72–80.
Nasution, H., Maksum, C., & Derriaawan. (2018). Pengaruh Kualitas Pelayanan Dan Harga terhadap Keputusan Pembelian Customer Serta Dampaknya pada Kepuasan Pelanggan ( Studi Kasus : Maskapai PT . Lion Air Jakarta ). Universitas Pancasila, 3(2), 175–191.
Niode, I. Y., Mendo, Y., & Rauf, F. R. (2020). Role of Purchase Decision As a Mediation That Influences Atmosphere Store on Customer Satisfaction. Russian Journal of Agricultural and Socio-Economic Sciences, 103(7), 37–44. https://doi.org/10.18551/rjoas.2020-07.06
Normasari, S., Kumadji, S., & Kusumawati, A. (2013). Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pelanggan, Citra Perusahaan Dan Loyalitas Pelanggan. Jurnal Administrasi Bisnis (JAB), 6(2), 1–9.
Ofela, H., & Agustin, S. (2017). Pengaruh harga, kualitas produk dan kualitas pelayanan terhadap kepuasan konsumen kebab kingabi. Jurnal Ilmu Dan Riset Manajemen, 5(1), 1–15.
Parasuraman, A., Valerie A, Z., & Leonard I, B. (1988). SERVQUAL- A Multiple-Item Scale for Measuring Consumer Perceptions of Service Quality. In Journal of Retailing (Vol. 64, pp. 21–40).
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
Prianggoro, N. F., & Sitio, A. (2020). Effect of Service Quality and Promotion on Purchase Decisions and Their Implications on Customer Satisfaction. International Journal of Engineering Technologies and Management Research, 6(6), 51–62. https://doi.org/10.29121/ijetmr.v6.i6.2019.393
Putra, M. S. R., & Hartono, S. (2020). The Influence of Price, Brand Image, and Time Pressure against Purchase Decision and Customer Satisfaction (Case Study on Terminal 3 Departure’s Passenger at Soekarno-Hatta International Airport). International Journal of Innovative Science and Research Technology, 5(8), 1269–1275. https://doi.org/10.38124/ijisrt20aug673
Putro, C. H., & Nurmahdi, A. (2020). Analysis of Purchase Decision and its Impacts towards Honda Beat Motorcycle’s Customer Satisfaction Viewed through Product Quality and Price Perception Variables at Tangerang City Area. International Journal of Innovative Science and Research Technology, 5(6), 1222–1229. https://doi.org/10.38124/ijisrt20jun1012
Rahman, H. A., & Sitio, A. (2020). the Effect of Promotion and Product Quality Through Purchase Decision on the Customer Satisfaction of Bohemian Project.Id Products. International Journal of Engineering Technologies and Management Research, 6(1), 55–72. https://doi.org/10.29121/ijetmr.v6.i1.2019.346
Reva Rizkiyanti, Andika, M. Y., Saskya, A. P., Wijaya, A., & Nurnnisha, G. A. (2020). The Impact of Brand Image, Price, and Service Quality on Purchase Decisions in Memos Travel. Solid State Technology, 63(3), 5031–5037. https://doi.org/10.35877/454RI.qems360
Rigopoulou, I. D., Chaniotakis, I. E., Lymperopoulos, C., & Siomkos, G. I. (2008). After-sales service quality as an antecedent of customer satisfaction: The case of electronic appliances. Managing Service Quality, 18(5), 512–527. https://doi.org/10.1108/09604520810898866
Rofiandi Muharram, F. (n.d.)2021. Pengaruh Harga dan Kualitas Pelayanan Terhadap Kepuasan Pelanggan Tiket.Com di Surabaya.Vo.1No.8.Jurnal Ilmu & Riset Manajemen.
Saldanha, E. D. S., Silva, A., Seran, A. N., & Brites da Silva, H. (2021). The Empirical Model on The Relationship among Price, Service Quality and Customer Purchasing Decision: The Case of the Dili Tais Market in Timor-Leste. Timor Leste Journal of Business and Management, 3(2), 17–25. https://doi.org/10.51703/bm.v3i2.51
Saputra, G. W., & Ardani, I. G. A. K. S. (2020). Pengaruh Digital Marketing, Word of Mouth, Dan Kualitas Pelayanan Terhadap Keputusan Pembelian. E-Jurnal Manajemen Universitas Udayana, 9(7), 2596. https://doi.org/10.24843/ejmunud.2020.v09.i07.p07
Setiawan, A., Qomariah, N., & Hermawan, H. (2019). Pengaruh Kualitas Pelayanan Terhadap Kepuasan Konsumen Popolo Coffee. Sains Manajemen Dan Bisnis Indonesia, 9(2), 114–126. http://jurnal.unmuhjember.ac.id/index.php/SMBI/article/view/2819/2206
Shanka, M. S. (2012). Bank Service Quality, Customer Satisfaction and Loyalty in Ethiopian Banking Sector. Journal of Business Administration and Management Sciences Research, 1(1), 1–9. http://www.apexjournal.org/JBAMSR
Sugiyono. (2016). Metode Penelitian,Kualitatif DAN R&D. Bandung.ALFABETA.
Sumarwan, U. (2020). Modul: Model Keputusan Konsumen dan Strategi Pemasaran. 1–68.
Susanto, A. H. (2013). The Influence Of Customer Purchase Decision On Customer Satisfaction. Jurnal EMBA, 1(4), 1659–1666.
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