Pengaruh Kualitas Pelayanan Dan Penanganan Komplain Terhadap Loyalitas Pelanggan PT. First Media Di Sidoarjo
Abstract views: 529
,
Full Text (PDF) downloads: 2982
Abstract
The purpose of this study was to analyze the effect of service quality and complaint handling on customer loyalty. The research was conducted using causal quantitative research methods. Causal research is used to prove the relationship between cause and effect of several variables. Data analysis used multiple linear analysis, and used statistical tests of T-test and F-test for hypothesis testing. The results show that service quality has a partial effect on customer loyalty and complaint handling does not partially affect customer loyalty. Simultaneous test results show that service quality and complaint handling have a joint influence on customer loyalty, while the dominant test cannot be tested because one of the research variables has no effect on customer loyalty variables.
References
Bambang Prasetyo dan Lina Miftahul Jannah (2005), Metode Penelitian Kuantitatif, Edisi Pertama, PT. Grafindo Persada.
Buchari Alma (2006), Manajemen Pemasaran dan Pemasaran Jasa, Edisi Revis, Cetakan Keenam, Alfabeta, Bandung,
Christoper Lovelock, Jochen Wirtz, dan Jacky Mussry (2010), Pemasaran Jasa, Edisi ke 7, Erlangga.
Danang Sunyoto (2009), Uji KHI Kuadrat & Regresi Untuk Penelitian, Edisi Pertama, Graha Ilmu, Yogyakarta.
Fajar Laksana (2008), Manajemen Pemasaran (Pendekatan Praktis), Edisi Pertama, Cetakan ke 9, Graha Ilmu, Yogyakarta.
Fandy Tjiptono (2002), Strategi Bisnis, Edisi 1, Andi, Yogyakarta.
, (2009), Service Marketing, Esensi & Aplikasi, Edisi Pertama, Yogyakarta, Markenis.
, (2014), Pemasaran Jasa, Prinsip, Penerapan, Penelitian, Edisi Pertama, Andi, Yogyakarta.
, (2004) Manajemen Jasa, Edisi Pertama, Yogyakarta, Andi Offset
Fandy Tjiptono dan Gregorius Chandra (2012). Service, Quality Satisfaction.
Jogjakarta: Andi Offset.
Kamaruddin Sellang, Jamaluddin, Ahmad Mustanir (2019), Strategi Dalam Peningkatan Kualitas Pelayanan Publik : Dimensi, Konsep, Indikator, Dan Implementasinya, Qiara Media, Surabaya.
Kasmir (2005) Pemasaran Jasa. Jakarta: Graya Grafindo Persada
Lusiah (2018), Loyalitas Pelanggan, Cetakan Pertama, Deepublish.
Muhtosim Arief (2006), Pemasaran Jasa & Kualitas Pelayanan, Edisi Pertama, Cetakan Pertama, Bayumedia Publishing, Malang.
Philip Kotler (2000) Prinsip – Prinsip Pemasaran Manajemen, Jakarta : Prenhalindo
Sugiyono (2017), Metode Penelitian Kombinasi (Mixed Methods), Edisi cetakan ke 9, Alfabeta Bandung.
Copyright (c) 2022 isro ani, Wahyu Jatmiko
This work is licensed under a Creative Commons Attribution-NonCommercial-ShareAlike 4.0 International License.
Authors who publish with Inform: JIABI: Jurnal Ilmiah Administrasi Bisnis dan Inovasi agree to the following terms:
Authors retain copyright and grant the journal right of first publication with the work simultaneously licensed under a Creative Commons Attribution License (CC BY-SA 4.0) that allows others to share the work with an acknowledgment of the work's authorship and initial publication in this journal.
Authors are able to enter into separate, additional contractual arrangements for the non-exclusive distribution of the journal's published version of the work (e.g., post it to an institutional repository or publish it in a book), with an acknowledgment of its initial publication in this journal.
Authors are permitted and encouraged to post their work online (e.g., in institutional repositories or on their website) prior to and during the submission process, as it can lead to productive exchanges, as well as earlier and greater citation of published work.
