IJSTR

International Journal of Scientific & Technology Research

Home About Us Scope Editorial Board Blog/Latest News Contact Us
0.2
2019CiteScore
 
10th percentile
Powered by  Scopus
Scopus coverage:
Nov 2018 to May 2020

CALL FOR PAPERS
AUTHORS
DOWNLOADS
CONTACT

IJSTR >> Volume 8 - Issue 8, August 2019 Edition



International Journal of Scientific & Technology Research  
International Journal of Scientific & Technology Research

Website: http://www.ijstr.org

ISSN 2277-8616



Analysis of Mediation Effect Of Consumer Satisfaction On The Effect Of Service Quality, Price and Consumer Trust On Consumer Loyalty

[Full Text]

 

AUTHOR(S)

Darwin Lie, Acai Sudirman, Efendi, Marisi Butarbutar

 

KEYWORDS

Service Quality, Price, Consumer Trust, Consumer Satisfaction, Consumer Loyalty

 

ABSTRACT

This research aims to test the influence of services quality, price, and consumer trust in the consumer loyalty of user-based transport applications (Go-Jek), case studies on students of STIE Sultan Agung Pematangsiantar with consumers satisfaction as mediation variables. The number of samples in this study was as many as 322 students acquired through non-probability sampling techniques by the purposive sampling method. The instrument used is an online questionnaire that is shared through social media and chat apps in the form of links. The test tool uses SEM analysis with the help of AMOS software. The results of the research and the hypothesis test show that variable price and consumer trust have a positive and significant impact on consumer loyalty. Furthermore, service quality variables are negatively influential and insignificant towards consumer loyalty. Consumer satisfaction variables are a variable of mediation between service quality relationships and consumer trust in consumer loyalty. Furthermore, consumer satisfaction is not able to do the price relationship to customer loyalty. The empirical findings indicate that to increase customer satisfaction and loyalty. The Go-Jek company should pay attention to the supporting factors in the selection of transportation services for consumers, such as service quality, price, and consumer trust. In the aspect of service quality, Go-Jek company need to design a sophisticated system as an effort to integrate the identity of Go-Jek service users with attention to consumer convenience procedures. Furthermore, the company should still maintain an existing pricing system and to maintain the trust of consumers should review the driver's hiring mechanism as a partner.

 

REFERENCES

[1] Abidin, A. Z., Asmie, P. & Bramastyo, K. N. (2017). Pengaruh kualitas pelayanan, harga dan ketepatan pengiriman terhadap kepuasan konsumen pada PT. Go-Jek di Surabaya. Jurnal Manajemen Branchmark, 3(3), 826-837.
[2] Agussalim, S. O. & Arazzi, B. H. (2018). Pengaruh harga dan kualitas layanan terhadap kepuasan konsumen jasa transportasi online Go-Jek di Manado. Jurnal EMBA, 6(4), 2318-2327.
[3] Anggia, T. R., Kawet, L. & Imelda, O. (2015). Analisis pengaruh strategi promsi, harga dan kepuasan terhadap loyalitas konsumen surat kabar Manado Post. Jurnal EMBA, 3(2), 1041-1050.
[4] Amanah, Dita. (2010). Pengaruh harga dan kualitas produk terhadap kepuasan konsumen pada Majestyk Bakery & Cake Shop Cabang H.M. Yamin Medan. Jurnal Keuangan dan Bisnis, 2(1), 71-87.
[5] Bharwana, T. K., Mohsin, B. & Muhammad, M. (2013). Impact of service quality on customers satisfaction: A study from service sector especially private colleges of Faisalabad, Punjab, Pakistan. International Journal of Scientific and Research Publications, 3(15, 1-7.
[6] Bailia, Jefry. F, T., Agus, S, S. & Sjendry, R, L. (2014). Pengaruh kualitas produk, harga dan lokasi terhadap kepuasan konsumen pada warung-warung makan Lamongan di Kota Manado. Jurnal EMBA, 2(3), 1768-1780.
[7] Bostanji, G. M. (2013). The impact of service quality on customers loyalty: A study on five stars hotelís in Riyadh, KSA. European Journal of Business and Management, 5(31), 230-240.
[8] Brata, B. H., Shilvana, H. & Hapzi, Ali (2017). The influence of quality products, price, promotion, and location to product purchase decision on Nitchi at PT. Jaya Swarasa Agung in Central Jakarta. Saudi Journal of Business and Management Studies, 2(4), 433-445.
[9] Bucak, T. (2014). The effect of service quality on customer satisfaction: A research on Hotel Business. International Journal of Education and Research, 2(1), 1-12.
[10] Chiguvi, D. & Paul, T. G. (2017). Impact of customer satisfaction on customer loyalty in the banking sector. Internasional Journal of Scientific Engineering and Research, 5(2), 55-63.
[11] Dewi, W, A. (2013). Pengaruh persepsi konsumen tentang harga, kualitas produk dan kualitas pelayanan terhadap loyalitas konsumen pada PT. Multi Beton Karya Mandiri. Thesis, Brawijaya University.
[12] Dubey, A. & Srivastava (2016). Impact of service on customer loyalty- A study on Telecom Sector in India. IOSR Journal of Business and Management, 2(1), 45-55.
[13] Griffin, J. (2009). Customer loyalty: Menumbuhkan dan mempertahankan pelanggan. Erlangga: Jakarta.
[14] Guspul, A. (2014). Pengaruh kualitas pelayanan dan kepercayaan terhadap kepuasan nasabah (Studi kasus pada nasabah Kospin Jasa Cabang Wonosobo). Jurnal PPKM, 1(1), 40-54.
[15] Ho, C. I. & Yi, L. L. (2007). The development of an e-travel service quality scale. Tourism Management, 1(1), 1434-1449.https://www.go-jek.com
[16] Huang, E. Y. & Chia, Y. L. (2015). Customer oriented financial service personalization. Journal Industrial Management & Data System, 105(1), 26-44.
[17] Iqbal, M. & Anura, B. A. (2016). The impact of customer satisfaction on customer loyalty: Mediating role of customer trust. Journal of Business Management and Economics Studies, 1(1), 1-15.
[18] Jasfar, F. (2005). Manajemen jasa pendekatan terpadu. Ghalia Indonesia: Jakarta.
[19] Kheng, L. L. et al., (2010). The impact of service quality on customer loyalty: A study of banks in Penang, Malaysia. Internasional Journal of Marketing Studies, 2(2), 57-66.
[20] Kotler, P. (2002). Manajemen pemasaran, Jilid 1, Edisi Ketiga belas. PT Indeks: Jakarta.
[21] Kotler, P. & Gary, A. (2008). Prinsip-prinsip pemasaran, Edisi Kedua belas. Erlangga: Yogyakarta.
[22] Kotler, P. & Kevin. L. K. (2009). Manajemen pemasaran, Jilid 2, Edisi Ketiga belas. Erlangga: Jakarta.
[23] Lupiyoadi, R. & Hamdani (20096. Manajemen pemasaran jasa, Edisi Kedua. Salemba Empat: Jakarta.
[24] Mahaputra, M. R. (2017). The influence of trust and customer value to customer satisfaction on bank BRI Branch Soetomo Jambi. Saudi Journal of Business and Management, 2(8), 737-743.
[25] Mahmud, A., Kamaruzaman, J. & Hadijah. (2013). The effect of service quality and price on satisfaction and loyalty of customer of commercial flight service industry. World Applied Sciences Journal, 23(3), 354-359.
[26] Maríati, C. M. & Tri, S. (2016). Pengaruh kualitas layanan dan harga terhadap kepuasan konsumen jasa transportasi ojek online: Studi pada konsumen Go-Jek di Surabaya..Jurnal Pendidikan Tata Niaga, 3(3), 37-47.
[27] Mohsan, D. et al., (2011). Impact of customer satisfaction on customer loyalty and intentions to switch: Evidence from banking sector of Pakistan. Internasional Journal of Business and Social Science, 5(2), 263-270.
[28] Mowen, J. C. & Michael, M. (2002). Perilaku konsumen, Jilid 2, Edisi Kelima. Erlangga: Yogyakarta.
[29] Novixoxo, J. D. et al., (2018). The influence of price on customer loyalty in the retail industry. An official Publication of Scholars Middle East Publishers, 4(11), 860-873.
[30] Nugroho, A. W. & Budi, S. (2013). Pengaruh kinerja layanan, kepercayaan dan kepuasan terhadap loyalitas konsumen dalam menggunakan jasa pengiriman barang .Diponegoro Journal of Management, 2(3), 1-9.
[31] Oduniami, I. B. & Asabi, O. M. (2015). Impact of customer satisfaction on customer loyalty: A case study of a reputable bank in Oyo, Oyo State, Nigeria. International Journal of Managerial Studies and Research, 3(2), 59-69.
[32] Panjaitan, I. (2014). Pengaruh pelayanan dan harga pada Go-Jek terhadap kepuasan konsumen dengan minat sebagai variabel intervening. Media Studi Ekonomi, 19(2), 43-55.
[33] Pontoh, M. B., Lotje, K. & Willem , A. T. (2014). Kualitas Layanan, Citra Perusahaan dan Kepercayaan Pengaruhnya Terhadap Kepuasan Nasabah Bank BRI Cabang Manado. Jurnal EMBA, 2(3), 285-297.
[34] Priansa, D. J. (2017). Perilaku konsumen dalam persaingan bisnis kontemporer. Alfabeta: Jakarta.
[35] Putri, G. D. & Suryono, B. D. (2018). Analisis pengaruh kualitas jasa, nilai yang dirasakan, citra merek melalui kepuasan pelanggan terhadap loyalitas pelanggan: Studi pada PT. Pos Indonesia. Diponegoro Journal of Management, 7(1), 1-13.
[36] Putro, S. W., Hatanel, S. & Riztky, M. R., Brahmana. (2017). Pengaruh kualitas layanan dan kualitas produk terhadap kepuasan pelanggan dan loyalitas konsumen restoran happy garden surabaya. Jurnal Manajemen Pemasaran, 2(1), 1-9.
[37] Rahayu, (2015). The influence of service quality, trust and brand image toward customer satisfaction and its impact to brand loyalty. International Journal of Advanced Research, 3(1), 1084-1095.
[38] Rasyid, H. (2017). Pengaruh kualitas layanan dan pemanfaatan teknologi terhadap kepuasan dan loyalitas pelanggan Go-Jek. Jurnal Ecodemica, 1(2), 210-223.
[39] Razak, I., Nazief, N. & Boge, T. (2016) The impact of product quality and price on customer satisfaction with the mediator of customer value. Journal of Marketing and Consumer Research, 30(1), 59-68.
[40] Safitri, Y. A. (2011). Kepercayaan, komitmen, komunikasi, penanganan konflik, dan perannya terhadap kepuasan terhadap loyalitas nasabah Bank BCA di Surabaya. Journal of Business and Banking, 1(2), 117-130.
[41] Sahanggamu, S., Lisbeth, M. & Jantje, T. (2015). Analisis Kualitas Layanan, servicescape dan kepercayaan terhadap kepuasan nasabah pada PT. Bank Sinar mas Bitung. Jurnal EMBA, 2(3), 285-297.
[42] Sangadji, E. M. &Sopiah. (2013). Perilaku konsumen: Pendekatan praktis disertai himpunan jurnal penelitian, Andi: Yogyakarta.
[43] Sarker, A. S. & Borhan, U. (2013). Influence of service quality on customer satisfaction in retail banking: A study on some private commercial banks in Bangladesh. Green University Review, 4(1), 68-77.
[44] Sudirman, A. et al., (2017). Pengaruh harga dan ekuitas merek terhadap keputusan pembelian konsumen pada PT Sinar Siantar Sari Pematangsiantar. Jurnal Maker, 3(1), 1-9.
[45] Sumarwan, U. (2004). Perilaku konsumen: Teori dan penerapannya dalam pemasaran. Ghalia Indonesia: Jakarta
[46] Swastha, B. & Irawan (2008). Manajemen pemasaran modern, Edisi Kedua, Cetakan Ketiga belas. Liberty: Yogyakarta.
[47] Tjiptono, F. & Gregorious, C. (2012). Pemasaran strategik, Edisi Kedua. Andi: Yogyakarta.
[48] Tjiptono, F. (2014). Pemasaran Jasa, Edisi Pertama. Andi: Yogyakarta.
[49] Upamannyu, N. K. et al., (2015). The effect of customer trust on consumer loyalty and repurchase intention: The moderating influence of perceived CSR. International Journal of Research in IT, Management and Engineering, 5(4), 1-31.
[50] Unidha, M. (2017). The effect of service quality on trust and loyalty for giant customers ini Malang city. Arabian Journal of Business and Management Review, 7(5), 1-5.
[51] Utami, S. (2015). The influence of customers trust on customer loyalty. International Journal of Economics, Commerce and Management, 3(7), 638-653.
[52] Victor, C., Rotinsulu, J. & Jacky, S. B. (2015). Pengaruh customer relationship management dan kepercayaan terhadap kepuasan serta dampaknya terhadap loyalitas konsumen PT. Bank BCA Tbk. Di Manado. Jurnal EMBA, 3(2), 671-683.
[53] Wahab, N. & Lailatul, F. A. (2015). The influence of marketing mix and customer satisfaction on customer loyalty among hijab consumers. Advances in Business Research International Journal, 1(1), 70-76.
[54] Wallsten, S. (2015). The competitive effects of the sharing economy: How is uber changing taxis. Studying The Global Information Economy, 1(1), 1-22.
[55] Wungow, R. (2013). Kualitas layanan, citra, nilai dan kepuasan pengaruhnya terhadap loyalitas pelanggan Hotel Rock Rand Manado. Jurnal EMBA, 1(3), 90-98.
[56] Yanti, Novi & Yati, F. (2017). Pengaruh lokasi, persepsi harga dan kelengkapan produk terhadap loyalitas pelanggan pada CS Minimarket Pauh Kambar Nan Sabaris. Jurnal Menara Ilmu, 11(2), 133-146.
[57] Young, H. K. & Dan, J. K. (205). A study of online transaction self efficiacy, consumers trust, and uncertainty reduction in electronic commerce transaction. Department of Telecommunication, Michigan State University.