Pengaruh Kualitas Kepuasan dan Pelayanan terhadap Loyalitas Pengguna Kawasan Industri

Hendra Lesmana

Abstract


This study aimed to examine the influence of satisfaction and service the industrial estates to the loyalty of the user of industrial estates. The methods using Structural Equation Model (SEM). Primary data obtained directly from the respondents by filling the questionnaire, the method of filling the questionnaire conducted by direct interview with the respondents. Primary data contains the company’s perception the users of industrial estatesto various services provided by the company’s industrial estates. Research findings indicate the Government is very concerned about growth and development of industrial estates throughout the country. These interests can be viewed directly or indirectly. Direct interest shown in State revenue, more and more industrial estates grow and develop, then the more taxes to be gained. While the indirect presence of an industrial estates can open wide enough jobs for all the people and driven economic growth more broadly. Based on the findings of which have been disclosed previously, user loyalty of industrial estates is not only determined by the quality of services provided by the company but also the industrial estates influenced by external factors, including government support. Therefore, the government is expected to provide support for the growth and development of industrial estates through the issuance of legal rules which protect the entrepreneurs and companies in a fair and transparent. 


Keywords


quality, satisfaction, service, loyalty, industrial estates

Full Text:

PDF

References


Abdullah, Ismeth. 2005. Meneguhkan Niat Indonesia sebagai Destinasi Investasi Utama di Kawasan Industrial Asia. Usahawan. No. 05. Tahun XXXIV, Mei, hal. 36-44; Jakarta.

Asongu, J.J. 2010. The History of Corporate Social Responsibility, http://www.jbpponline.com/article/view/ 1104/842), diakses pada 7 maret 2010.

Aykac, D.S.O., Aydin, S., Ates, M., & Cetil, A.T. ——. Effects of Service Quality on Customer Satisfaction and Customer Loyalty: Marmara University Hospital”, www.selcen.org/personal/articles/ AykacAydin AtesCetin_Mar09.pdf, diakses pada 7 Januari 2010.

Algifari. 1997. Analisis Regresi. Yogyakarta: BPFE.

Arikunto, Suharsimi. 1998. Prosedur Penelitian Suatu Pendekatan Praktek. Jakarta: Rineka Cipta.

Assael, H. 1995. Consumer Behavior and Marketing Action, 5th edition, South Western College Publishing, Cincinnati.

Assauri, Sofian. 2003. Customer Service yang Baik Landasan Pencapaian Customer Satisfaction. Usahawan. No. 01. Tahun XXXII, Januari, hal. 25-30; Jakarta.

Bahar, T., Tamin, O.Z., Kusbiantoro, B.S., dan Frazila, R.B. 2009. Pengaruh Kualitas Pelayanan Terhadap Kepuasan dan Loyalitas Penggunaan Moda Angkutan Umum Informal (Studi Kasus Ojek Sepedamotor), Makalah Simposium XII FSTPT, Universitas Kristen Petra Surabaya.

Bastos, J.A.R., & Gallego, P.M. 2008, Pharmacies Customer Satisfaction and Loyalty–A Framework Analysis, Documentos de Trabajo”Nuevas Tendencias en Direccion de Empresas” DT 01/08. Departamento de Administracióny Economia de la Empresa, Campus “Miguel de Unamuno” 37007 Salamanca (Espana). Diakses pada 7 Januari 2010 dari : http://www.uva.es/ empresa.

Babakus, E., and Boller, G. 1992. An Empirical Assessment of The SERVQUAL Scale, Journal of Bussines Research 24 (3): 253-268.

Beatty, S.E., Kahle, L.R., and Homer, P. 1988, The Involvement- Commitment Model: Theory and Implications, Journal of Business Research, 16 (2), 149-167.

Bienstock, C.C., Mentzer, J., and Bird, M.M. 1997. Measuring Physical Distribution Service, Journal off The Academy of Marketing Science, 25(1): 31-44.

Carman, J.M. 2000, Theoritical Papers: Patient Perceptions of Service Quality: Combining The Dimensions. Journal of Management in Madicine 14(5/6): 339-356.

Chen, Ching-Fu. 2008. Investigating Structural Relationships Between Service Quality, Perceived Value, Satisfaction and Behavioral Intentions for Air Passengers, Transp. Research Part A 42.

Cronin, J.J., and S.A. Taylor. 1992. Measuring Service Quality: A Reexamination and Extension, Journal of Marketing 56: 55-68.

Darsono, L.I., & B.S. Dharmmesta. 2001. Kontribusi Involvement dan Trust in a Brand dalam Membangun Loyalitas Pelanggan. Jurnal Ekonomi dan Bisnis Indonesia, UGM, Vol. 20, No. 3, hal. 237–304.

Darsono, L.I. 2008, Hubungan Perceived Service Quality dan Loyalitas: Peran Trust dan Satisfaction Sebagai Mediator, The 2nd National Conference Unika Widya Mandala, Surabaya.

Dewi, N.M.A.K. 2008. Hubungan Kualitas Pelayanan Jasa dengan Tingkat Kepuasan Konsumen, Thesis Program Magister Manajemen, Program Pascasarjana Fakultas Ekonomi, Universitas Lampung, Tidak dipublikasikan.

Dharmmesta, B.S. 1999. Loyalitas Pelanggan: Sebuah Kajian Konseptual Sebagai Panduan Bagi Peneliti, Jurnal Ekonomi dan Bisnis Indonesia, Vol. 14, No. 3, halaman 73-78.

Dick, A.S., and Basu, K. 1994. Customer Loyalty: Toward an Integrated Conseptual Framework, Journal of The Academy of Marketing Science, 22 (2), 99-113.

Djarwanto & Subagyo, Pangestu. 1993. Statistik Induktif, Yogyakarta: BPFE.

Durvasula, S., Lysonski, S., Mehta, S.C. 1999. Testing The SERVQUAL Scale in The Business to Business Sector: The Case of Ocean Fright Shipping Services. Journal of Marketing Service, 13,2: 132-130.

Engel, J.F., Blackwell, R.D., and Miniard, P.W. 1993. Consumer Behavior, Florida, 7th Edition, The Dryden Press.

Evans, J.R., & Laskin, R.L. 1994, The Relationship Marketing Process: A Conseptualization and Application, Industrial Marketing Management 23: 439-452.

Falck, O., & Heblich, S. 2007. Corporate Social Responsibility: Doing Well by doing Good, Business Horizons (2007) 50, 247 – 254.

Fornell, C. 1992. A. National Customer Satisfaction Barometer: The Swedish Experience, Journal of Marketing.

Fen, Y.S., & Lian, K.M. ______. Service Quality and Customer Satisfaction: Antecedents of Customer’s Re- Patronage Intentions, Sunway Academic Journal 4, www.sunway.edu.my/others/vol4/service_quality. pdf diakses pada 25 November 2009.

Gaspersz, Vincent. 2002. Manajemen Kualitas dalam Industri Jasa. Jakarta: Gramedia.

Getty, J.M., and Thompson, K.N. 1994. The Relationship Between Quality, Satisfaction and Recommending Behaviour in Lodging Decision, Journal Hospitality & Leisure Marketing, Vol. 2 No. 3, p. 3-22.

Griffin, J. 2003. Customer Loyalty. Jakarta: Erlangga.

Gronross, C. 1990, Strategic Management and Marketing in The Service Sector, Research Reports No. B, Swedish School of Economics and Business Administration, Helsinki.

Hakim, Abdul, 2001, Statistika Deskriptif untuk Ekonomi dan Bisnis, Yogyakarta: Ekonesia.

Hallowell, Roger.1996. The Relationships of Customer Satisfaction, Customer Loyalty, and Profitability: an Empirical Study, International Journal of Service Industry Management, Vol. 7 No. 4, 1996, pp 17-42, MCB University Press.

Hill, N., Brierley, J., and MacDougall, R. 2003. How to Measure Customer Satisfaction, 2th Edition, England: Gower Publishing. Indriantoro, Nur, & Supomo, Bambang. Metodologi Penelitian Bisnis. Yogyakarta: BPFE.

Irawan, Ronny. 2008. Corporate Social Responsibility: Tinjauan Menurut Peraturan Perpajakan di Indonesia, The 2nd National Conference UKWMS Surabaya, 6 September 2008.

Jayawardhena, C., Souchon, A.L., Farrell, A.M., Glanville, K. 2007. Outcomes of Service Encounter Quality in a Business-To-Business Context, Industrial Marketing Management 36 (2007), 575–588.

Johnson, C., & Mathews, B.P. 1997. The Influence of Experience On Service Expectations, International Journal of Service Industry Mangement, Vol. 8 No. 4, 1997, pp. 290-235, MCB Univercity Press

Joewono, T.B., dan Kubota, H. 2007. User Perception of Private Paratransit Operation in Indonesia, Jurnal of Public Transportation Vol. 10 No. 4.

Kalangit, H.K.M. 2009. Konsep Corporate Social Responsibility, Pengaturan dan pelaksanaannya di Indonesia, www.csrindonesia.com/data/articlesother/ 20090202132726-a.pdf -, diakses pada 7 Maret 2010.

Kara, A. et al. 2005. A Paradox of Service Quality in Turkey: The Seemingly Contradictory Rel ative Importance of Tangible and Intangible Determinants of Service Quality, European Bussiness Review 17(1).

Karsono. 2008. Pengaruh Customer Satisfication dan Trust Terhadap Customer Loyalty dengan Switching Cost sebagai Variabel Cost Sebagai Moderasi, Jurnal Bisnis dan Manajemen, Program Magister Manajemen, Universitas Sebelas Maret, Surakarta.

Kastawindiyanti, D.E., dkk. 2005. Analisis Tingkat Kepuasan Pelayanan di PT. Bank Syariah Mandiri Malang, Prosiding Seminar Nasional Manajemen Teknologi I, Program Studi Magister Manajemen Teknologi, Institut Teknologi Sepuluh Nopember, Surabaya.

Kong, R., and Mayo, M. 1993. Measuring Services Quality in Business to Business Context, Journal of Business & Industrial Marketing 8 (2, 5-15).

Kotler, Philip. 2000. Marketing Management. (Edisi Indonesia oleh Hendra Teguh, Ronny dan Benjamin Molan). Jakarta: PT Indeks.

_______. 2003. Manajemen Pemasaran. Prentice Hall, New Jersey.

Leverin, A., & Liljander, V. 2006. Does Relationship Marketing Improve Customer Relationship Satisfaction and Loyalty? International Journal of bank Marketing, Vol. 24 No. 4, 2006, pp. 232-251.

Lee, H., Lee, Y., & Yoo, H. 2000. The Determinants of Perceived Service Quality and Its Relationship with Satisfaction, Journal of Servive Marketing Vol. 14 No. 3, 2000, pp. 217-231, MCB University Press.

Lovelock, C.H., dan Wright, L.H. 2007. Manajemen Pemasaran Jasa (Edisi Terjemahan), Judul Asli: Principles of Service Marketing and Management, PT. Indeks.

Lusa, J.S. 2010. Mencari Bentuk Ideal Tanggung Jawab Sosial Perusahaan, http://jsofian.wordpress.com/ 2007/06/10/ diakses pada 22 April 2010.

Majalah Trust. 2009, Semua Pengusaha Sudah Berpikir Hengkang dari Indonesia, Majalahtrust.com, (www. majalahtrust.com/bisnis/interview/96.php) diakses pada 25 Desember 2009.

Mardalis, A. 2005. Meraih Loyalitas Pelanggan, Benefit Jurnal Manajemen dan Bisnis, Vol. 9 No. 2.

Mittal, B., & Lassar, W.M. 1998. Why Do Customers Switch? The Dynamics of Satisfaction Versus Loyalty, Journal of Servive Marketing Vol. 12 No. 3, 1998, pp. 177-194, MCB University Press.

Moore, S.A., and Schlegelmich, B.B. 1994. Improving Service Quality in a Industrial Setting, Industrial Marketing Management 23: 83-92.

Muhammad. 2008. Metodologi Penelitian Ekonomi Islam Pendekatan Kuantitatif, Jakarta: Rajawali Press.

Musanto, Trisno. 2004. Faktor-Faktor Kepuasan Pelanggan dan Loyalitas Pelanggan: Studi Kasus pada CV. Sarana Media Advertising Surabaya, Jurnal Manajemen dan Kewirausahaan Vol. 6, No. 2, september 2004: hal 123-136, diakses dari http:// puslit.petra.ac.id/journals/management/ pada 24 November 2009.

Nawawi, Hadari. 2006. Pengaruh Kualitas Pelayanan Terhadap Kepuasan Jemaah Haji di Kota Bandung, diakses dari www.yai.ac.id/UPI/index.php?hal=6 pada tanggal 25 November 2009.

Nursilawati, E., Sudjadi, A., dan Istoqomah. 2007. Pengaruh Dimensi Servqual Terhadap Dimensi Kualitas Relasional Serta Perannya dalam Menimbulkan Niat Beli Ulang dan Loyalitas, Jurnal Ekonomi Perusahaan, Kampus Institut Bisnis dan Informatika Indonesia, Jakarta.

Okidarsyah, M. 2008. Pengaruh Kualitas Pelayanan, Citra Perusahaan, Switching Barrier dan Kepuasan Pelanggan terhadap Loyalitas Pelanggan (Studi Kasus di Perusahaan Asuransi Kerugian), Prosiding Seminar Nasional Manajemen Teknologi VIII, Program Studi MMT-Institut Teknologi Surabaya.

Parasuraman, A., Valarie, A., Zeithaml, and Leonard, L. Barry. 1990. Delivering Quality Service: Balancing Customer Perceptions and Expectations. The Free Press, New York.

Parasuraman, A., Zeithaml, V.A., Barry, L. 1994. Alternative Scales for Measuring Servive Quality: A Comparative Assessment Based on Psychometric and Diagnostic Criteria, Journal of Retailing, Vol. 70 (3), pp. 201-230.

Purnama. 2006. Manajemen Kualitas Perspektif Global. Edisi Pertama, Cetakan Pertama. Penerbit Ekonisia Kampus Fakultas Ekonomi UII Yogyakarta.

Petruzzellis, L., Romanazzi, S. & Gurrueri, A.R. ——. Loyalty and Satisfaction in Retail Banking. The Role of Social Network. www.escp-eap.net/conferences/ .../ Petruzzellis_Romanazzi_Gurrieri.pdf, diakses pada 7 Januari 2010

Pitt, L., Morris, and Osthuizen, P. 1996. Expextations of Service Quality as an Industrial Market Segmentation Variable, Services Industrial Journal Vol. 16 No. 1. 1-9.

Richard Cross dan Janet Smith. 1995. Customer Bonding: Pathways to Lasting Customer Loyalty, lincolnwood, IL. NTC Business Book.

Spiller, A., Bolten, J., & Kennerknecht. 2006. Customer Satisfaction and Loyalty as Succes Factors in Organic Food Retailing. The 16th Annual Word Forum and Symposium “Agribusiness, Food, Health, and Nutrition”, IAMA Conference, June 10–13, 2006 in Buenos Aires, Argentina.

Singarimbun, Masri dan Effendi, Sofian. 2001. Metode Penelitian Survei, Jakarta: LP3S.

Sudarmiatin. 2009. Pengaruh Kualitas Layanan terhadap Perilkau Pembelian melalui Image Konsumen (Studi Empiris pada Sanggar Senam Sangga di Kota Malang, Jurnal Aplikasi Manajemen, Vol 7 No. 4, Nopember 2009, Hal. 775-783, Jurusan Manajemen Fakultas Ekonomi, Universitas Brawijaya Malang.

Sugiharto, Y. 2007. Pengaruh Kepuasan Terhadap Loyalitas Pelanggan. Visi Edisi XVIII/2007.

Sugiyono. 1999. Statistik Non Parametrik untuk Penelitian. Bandung: Alfabeta.

Suprapto, Johanes. 1997. Pengukuran Tingkat Kepuasan Pelanggan. Jakarta: Rineka Cipta.

Susiloadi, Priyanto. 2008. Implementasi Corporate Social Responsibility untuk Mendukung Pembangunan Berkelanjutan, Jurnal Spirit Publik, Volume 4, Nomor 2, Oktober 2008, Halaman 123–130.

Sutopo, H.B. 1998. Penelitian Kualitatif. Puslit UNS Surakarta.

Tjiptono, Fandi dan Gregorius Candra. 2005. Service, Quality, and Satisfaction. Yogyakarta: Andi Offset.

Undang-Undang Nomor 40 Tahun 2007 tentang Perseroan Terabatas.

Wibisono, Y. 2007, Membedah Konsep dan Aplikasi CSR, Fascho Publishing, Gresik.

Wibowo, H.A.L. 2009. Pengaruh Relationship Marketing terhadap Loyalitas Pelanggan melalui Kepuasan Pelanggan pada PT. Astra Internasional, Jurnal Aplikasi Manajemen, Vol 7 No. 4, Nopember 2009, Hal. 818-823, Jurusan Manajemen Fakultas Ekonomi, Universitas Brawijaya Malang.

Winarto. 2008. Analisis Kualitas Layanan dan Kepuasan Konsumen Warung Internet di Salatiga, Prosiding pada The 2nd National Conference UKWMS Surabaya, 6 September 2008. Universitas Kristen Widya Mandala Surabaya.

Wirat. 2007. Analisis Pengaruh Kinerja Pelayanan Terhadap Kepuasan dan Loyalitas Palanggan Industrial, Disertasi Program Doktor Ilmu Ekonomi Minat Studi Ilmu Ekonomi Manajemen, Universitas Brawijaya Malang, Tidak dipublikasikan.

Yamit, Zulian. 1996. Manajemen Produksi dan Operasi, Edisi Pertama, Penerbit Ekonisia Kampus Fakultas Ekonomi UII Yogyakarta.

______. 2005. Manajemen Kualitas Produk dan Jasa, Edisi Pertama, cetakan keempat, Penerbit Ekonisia Kampus Fakultas Ekonomi UII Yogyakarta.

Zahara, Zakiyah. 2007. Peran Kualitas Layanan Terhadap Kepuasan, Kepercayaan, Komitmen dan Loyalitas Nasabah dalam Hubungan Kemitraan (Studi pada Bank Syariah di Makasar). Disertasi Program Doktor Ilmu Ekonomi Minat Studi Ilmu Ekonomi Manajemen, Universitas Brawijaya Malang, Tidak dipublikasikan.

Zeithaml, V.A., Barry, L.L., and Bittner, M.J. 1996. Service Marketing, McGraw Hill Companies, New York.

Zeithaml, V.A., & Bitner, M.J. 2000, Services Marketing: Integrating Customer Focus Across the Firm, Second Edition, The McGraw-Hill Companies, Inc.

Zeithaml, V.A., Bitner, M.J., and Gremler, D.D. 2009. Services Marketing, 5th Edition, McGraw-Hill Singapore.




DOI: http://dx.doi.org/10.18202/jam23026332.14.4.19

Refbacks

  • There are currently no refbacks.