VALUATION OF SERVICE QUALITY AND INNOVATION OF BOGOR CITY PUBLIC SERVICE MALL

Angga Alan Surawijaya, Pudji Muljono, Mukhamad Najib

Abstract


The purpose of this study was to determine the effect of service quality and innovation on visitor satisfaction and loyalty in Bogor City Public Service Mall. Another thing that also needs to be answered from this study is whether there is an effect of customer satisfaction on loyalty in using the services of the Bogor City Public Service Mall. This study used primary data that were collected via interviews and questionnaires distribution to 81 MPP Kota Bogor visitors who were selected by purposive sampling method. The analysis used in this research is modeling analysis using Structural Equation Modeling with the Partial Least Square (PLS) method. The results of this study indicate that service quality has a significant effect on visitor satisfaction and loyalty. Another result is that innovation has a significant effect on visitor satisfaction, but has no significant effect on visitor loyalty. This study also shows that visitor satisfaction has a significant effect on visitor loyalty. Further research is needed with a broader model to explain the diversity of satisfaction and loyalty variables. It is also necessary to conduct a study comparing the services in the Bogor City MPP with the services in the original institution in terms of the level of satisfaction and loyalty of the community.

Keywords


Innovation; loyalty; PLS; satisfaction; service quality

Full Text:

PDF

References


Abdillah, W. and Hartono, J. 2015. Partial Least Square (PLS) Alternatif Structural equation modeling (SEM) dalam Penelitian Bisnis. Yogyakarta: ANDI.

Adil, A., Syamsun, N. and Najib, M. 2016. Pengaruh Kualitas Pelayanan dan Biaya terhadap Kepuasan dan Loyalitas pengunjung RSUD Kota Bogor. Jurnal Aplikasi Manajemen (JAM) Vol 14 No 3. http:/ /dx.doi.org/10.18202/ jam23026332.14.3.04.

Alruwaiea, M., El-Haddadeh, R. and Weerakkody, V. 2020. Citizens’ Continuous Use of E-Government Services: The Role of Self-Efficacy, Outcome Expectations, and Satisfaction. Government Information Quarterly. 37:1-11. DOI: https://doi.org/10.1016/j.giq. 2020.101485.

Ashari, H., Sumarwan, U. and Kirbrandoko. 2013. Kepuasan Pelaku Usaha Terhadap Kualitas Layanan Perizinan Pupuk di Kementerian Pertanian. Jurnal Manajemen & Agribisnis 10(3):156–164.

Despriyatmoko, G., Syarief, R. and Maulana A. 2016. Tingkat Kepuasan terhadap Kualitas Pelayanan Pemeliharaan Data Pendaftaran Tanah di Kantor Pertanahan Kabupaten Bogor. Jurnal Aplikasi Bisnis dan Manajemen 2(2):172–182.

Hair, J. F., Hult, G. T. M., Ringle, C. M. and Sarstedt M. 2014. A Primer on Partial Least Squares Structural Equation Modeling (PLS-SEM). California: SAGE Publication, Inc.

Kasiri, L. A., Cheng, K. T. G., Sambasivan, M., and Sidin, S. M. 2017. Integration of Standardization and Customization: Impact On Service Quality, Customer Satisfaction, and Loyalty. Journal of Retailing and Consumer Services. 35:91-97. DOI: http:// dx.doi.org/ 10.1016/j.jretconser.2016.11.007.

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

Muluk, K. 2008. Knowledge Management: Kunci Sukses Inovasi Pemerintahan Daerah. Malang: Bayumedia Publishing.

Muslichati, E. and Wartini, S. 2015. Pengaruh Kualitas Layanan dan Inovasi Layanan terhadap Kepuasan Konsumen pada Rumah Sakit Buah Hati Kudus. MAJ [Online]. from: https://journal.unnes.ac.id/sju/ index.php/maj/ article/view/8887 [August 1, 2020].

Ristanti, V., Shihab, M. S., and Rekarti, E. 2011. Pengaruh Dimensi Kualitas Pelayanan dan Loyalitas terhadap Loyalitas Pelanggan. Jurnal Manajemen dan Bisnis Sriwijaya 9(17):1–12. Palembang: JMBS.

Sasmiyarsi, W. and Meliana, V. 2019. Pengaruh Inovasi Proses T-Cash Tap terhadap Kepuasan Pelanggan serta Dampaknya terhadap Loyalitas Pelanggan Telkomsel. Jurnal Bisnis dan Komunikasi, Volume 6 No. 1. Jakarta: Kalbiscio.

Sharma, S. 1996. Applied Multivariable Techniques. New York: John Wiley and Sons, Inc.

Sholihin, M. and Ratmono, D. 2013. Analisis SEM-PLS dengan WarpPLS 3.0 untuk Hubungan Nonlinier dalam Penelitian Sosial dan Bisnis. Yogyakarta: ANDI.

Sinurat, E. S. M., Lumanauw, B., and Roring, F. 2017. Pengaruh Inovasi Produk, Harga, Citra Merek dan Kualitas Pelayanan terhadap Loyalitas Pelanggan Mobil Suzuki Ertiga. Jurnal EMBA Vol.5 No.2 Juni 2017, Hal. 2230 – 2239.

Wikhamn. 2019. Innovation, Sustainable HRM, and Customer Satisfaction. International Journal of Hospitality Management. 76:102-110. DOI: https:// doi.org/10.1016/ j.ijhm.2018.04.009.

YuSheng, Kong and Ibrahim, Masud. 2018. Service Innovation, Service Delivery, and Customer Satisfaction and Loyalty in the Banking Sector of Ghana. International Journal of Bank Marketing. 37(5):12151233. doi:10.1108/IJBM-06-2018-0142.

Zhang, Chunqin, Yong Liu, Weite Lu, and Guangnian Xiao. 2019. Evaluating Passenger Satisfaction Index Based on PLS-SEM Model: Evidence from Chinese Public Transport Service. Transportation Research Part A. 120: 149-164. DOI: https://doi.org/ 10.1016/j.tra.2018.12.013.




DOI: http://dx.doi.org/10.21776/ub.jam.2021.019.01.05

Refbacks

  • There are currently no refbacks.