Pengaruh Kualitas Pelayanan dan Kepuasan Konsumen terhadap Loyalitas Konsumen PT.Wahana Prestasi Logistik Cabang Bogor Ciriung Mayor Oking

Annisa Pratiwi Utami; Ratnawaty Marginingsih

doi:10.61132/lokawati.v2i4.998

Authors

Annisa Pratiwi Utami Universitas Bina Sarana Informatika
Ratnawaty Marginingsih Universitas Bina Sarana Informatika

DOI:

https://doi.org/10.61132/lokawati.v2i4.998

Keywords:

Service Quality, Customer Satisfaction, Customer Loyalty

Abstract

Customer loyalty is the mst important key in a company, because it can increase profits and determine the survival of a company. Loyalty can be formed by good quality service and customer satisfaction resulting from the services provided by the company. The purpose of this research is to determine the influence of service quality and customer satisfaction on customer loyalty at PT. Wahana Logistics Achievement Bogor Branch Ciriung Mayor Oking. This research uses quantitative methods with SPSS Version 25 software. The samples used for data collection were customer of PT.Wahana Achievement Logistics consisted of 60 respondents with sampling using random sampling. The coefficient of determination test results (R2) use an adjusted R-square value of 0,677, wich means that 67,7% of service quality (X1) and costomer satisfaction (X2) have an influence on costomer loyalty, and the remaining 32,3% is influenced by variables not researched by the author. The results of the f test simultaneously show that the variables of service quality and customer satisfaction and positive effect with a sig value of 0,000 < 0,05 and Fcount of 62,722 > 4,007 Ftable on the costomer loyalty variable. From the calculation of the results of the multiple linear regression test, it shows that costomer loyalty is influenced by the service quality variable equal to b1 = 0,620 and the costomer satisfaction variable b2 = 0,301

References

Abdullah, K., Jannah, M., Aiman, U., Hasda, S., Fadilla, Z., Taqwin, Ngurah Ardiawan, M. K., & Eka Sari, M. (2022). METODOLOGI PENELITIAN KUANTITATIF. In METODOLOGI PENELITIAN KUANTITATIF.

Ahsan, A. F., & Lukmandono. (2021). The influence of product quality, service quality and price on customer satisfaction and loyalty of Anita Family Bakery Sumenep products. Nasional Teknologi Industri Berkelanjutan I (SENANSTITAN I), 1(2), 35–42. https://ejurnal.itats.ac.id/senastitan/article/view/1638

Anjani Putri, N. S., & Yosepha, S. Y. (2022). Pengaruh kualitas pelayanan dan kepuasan pelanggan terhadap loyalitas pelanggan di kantor notaris dan PPAT Indah Khaerunnisa, SH., M.Kn. JIMEN Jurnal Inovatif Mahasiswa Manajemen, 2(2), 119–129.

Artameviah, R. (2022). Bab ii kajian pustaka bab ii kajian pustaka 2.1. Bab Ii Kajian Pustaka, 12(2004), 6–25.

Halim, F., Zukhruf, A., Butarbutar Efendi, M., Sudarso, A., & Purba, B. (2021). No Title.

Istiyawari, L., Hanif, M. R., & Nuswantoro, A. (2021). Pengaruh kualitas pelayanan, persepsi harga, dan kepuasan pelanggan terhadap loyalitas pelanggan. Solusi, 19(3), 191. https://doi.org/10.26623/slsi.v19i3.4053

Kurniawan, A. (2019). Pengaruh kualitas pelayanan dan kepuasan pelanggan terhadap loyalitas pelanggan Rumah Makan Pecel Ayam Pok-Pok Sidodadi Bangau Sakti Panam PekanBaru. Sustainability (Switzerland), 11(1), 1–14. http://scioteca.caf.com/bitstream/handle/123456789/1091/RED2017-Eng-8ene.pdf?sequence=12&isAllowed=y%0Ahttp://dx.doi.org/10.1016/j.regsciurbeco.2008.06.005%0Ahttps://www.researchgate.net/publication/305320484_SISTEM_PEMBETUNGAN_TERPUSAT_STRATEGI_MELESTARI

Maryati, Darna, N., & Muhidin, A. (2020). Pengaruh citra perusahaan dan kualitas layanan terhadap kepuasan konsumen (Studi pada PD. Sumber Rezeki Singaparna). Jurnal Elektronik Bisnis, Manajemen, dan Keuangan, 2. https://jurnal.unigal.ac.id/index.php/bmej/article/viewFile/2475/3244#:~:text=Menurut%20teori%20Supranto%20dalam%20Susanti,terkait%20dengan%20produk%20atau%20jasa.

Oktaviani, G. (2019). Pengaruh kepuasan konsumen terhadap loyalitas pelanggan pada PT. Gita Rifa Express (Studi Kasus Pengiriman Barang Daerah Batusangkar). Manajemen, 5(1), 1–10.

Puspita, Y., Karnawati, T. A., & Bukhori, M. (2023). Pengaruh harga, kualitas pelayanan dan pengalaman pelanggan terhadap loyalitas pelanggan di PT. Samudera Express Indonesia Logistik Jakarta. Journal of Economics and Business UBS, 12(1).

Sholikhah, A. F., & Hadita, H. (2023). Pengaruh kualitas layanan, kualitas produk dan harga terhadap loyalitas pelanggan melalui kepuasan pelanggan Mie Gacoan di Bekasi Timur. Jurnal Economina, 2(2), 692–708. https://doi.org/10.55681/economina.v2i2.352

Sugiyono. (2019). Metode Penelitian Kuantitatif, Kualitatif, dan R&D.

Warsito, C. (2021). Loyalitas Pelanggan Terhadap Merek Toko Islami. https://repository.uinsaizu.ac.id/12521/1/Buku Loyalitas Pelanggan.pdf