Pengaruh Kualitas Layanan Terhadap Loyalitas Melalui Kepuasan Tenant Di Mall Ciputra World Surabaya

Rizka Novianty Haninda

Abstract


The purpose of this study was to analyze the effect of service quality on tenant satisfaction and loyalty at Ciputra World Mall Surabaya; analyze the effect of satisfaction on tenant loyalty at Mall Ciputra World Surabaya; and analyze the effect of service quality on loyalty through tenant satisfaction at Ciputra World Surabaya Mall. This research uses a quantitative research approach. The population in this study were all tenants in Mall Ciputra World Surabaya as many as 453 people. While the samples used in this study were 82 tenants at Mall Ciputra World Surabaya. The analysis technique used in this study is Path Analysis. The results of the analysis that have been carried out can be concluded that the service quality variable directly affects the satisfaction and loyalty of tenants at Ciputra World Surabaya Mall with a positive direction; satisfaction variable influences tenant loyalty in Ciputra World Surabaya Mall directly in a positive direction, where the relationship is proven that satisfaction has a significant effect on tenant loyalty at Ciputra World Surabaya Mall with a significance value of less than 0.05; while service quality variables affect loyalty indirectly through tenant satisfaction at Ciputra World Surabaya Mall.

 

Keywords: Service Quality; Customer Satisfaction; Customer Loyalty


Full Text:

PDF

References


Andrianto, R., R. & N. Widyawati. 2014. Pengaruh Kualitas Pelayanan Terhadap Loyalitas Dimediasi Kepuasan konsumen Pada PT. JNE Surabaya. Jurnal Ilmu & Riset Akuntansi Vol. 3 No. 9

Kotler P, Keller KL. 2009. Manajemen Pemasaran, Ed. Ke-13 Jilid 1. Jakarta: Erlangga.

Putri, R. W., Suharyono., & D. Fanani. 2015. “Pengaruh Kualitas Pelayanan Terhadap Kepuasan Dan Loyalitas Pelanggan (Survey Pada Pelanggan Auto2000 Waru Surabaya)”. Jurnal Administrasi Bisnis (JAB)| Vol. 1 No. 1

Ramenusa, O. 2013. “Kualitas Layanan Dan Kepuasan Pelanggan Pengaruhnya Terhadap Loyalitas Pelanggan Pada PT. DGS Manado. Jurnal EMBA Vol.1 No.3, Hal. 1193-1202

Sekaran, U. 2006, Metodologi Penelitian untuk Bisnis, Edisi 4, Buku 2, Jakarta: Salemba Empat.

Sugiyono. 2016. Metode Penelitian Kuantitatif, Kualitatif dan R&D. Bandung: PT Alfabet.

Tjiptono, F. & G. Chandra. 2011. Service, Quality and Satisfaction. (ed 3). Yogyakarta. Andi.

Tjiptono, F. 2011. Pemasaran Jasa, Bayumedia, Malang.

Wendha, A. A. A. A. P., I. K. Rahyuda., & I. Gst. A. Kt. G. Suasana. 2013. “Pengaruh Kualitas Layanan Terhadap Kepuasan dan Loyalitas Pelanggan Garuda Indonesia di Denpasar”. Jurnal Manajemen, Strategi Bisnis, dan Kewirausahaan Vol. 7, No. 1

Widiyanto. A. M. 2013. Statistika Terapan. Konsep dan Aplikasi dalam. Penelitian Bidang Pendidikan, Psikologi dan Ilmu Sosial Lainnya. Jakarta: PT Elex Media Komputindo.

Zakiy, M., & E. P. Azzahroh. 2017. Pengaruh Kualitas Layanan Terhadap Loyalitas Nasabah Bank Syariah Dengan Kepuasan Nasabah Sebagai Variabel Intervening. Jurnal Ekonomi dan Bisnis Islam, Vol. 3, No. 1


Refbacks

  • There are currently no refbacks.


  • Penerbit : Fakultas Ekonomi Universitas Yos Soedarso Surabaya
  • ISSN 2684-9720
  • Alamat : Jl. Dukuh Kupang Barat I No. 216-218 Surabaya