ANALISIS KUALITAS PELAYANAN DAN REPUTASI PERUSAHAAN TERHADAP LOYALITAS PELANGGAN DENGAN KEPERCAYAAN (TRUST) SEBAGAI VARIABEL INTERVENING
DOI:
https://doi.org/10.56606/albama.v14i1.33Keywords:
Service Quality, Company Reputation, Trust, Customer LoyaltyAbstract
This study uses a sampling technique with purposive sampling method with the criteria of customers who have used tour and travel services 2 times, the sample in this study amounted to 100 respondents. The type of data used in this study is primary data sourced from questionnaires. The instrument test tool uses SPSS for Windows 17.0 while the inferential analysis tool uses Partial Least Square (PLS). The results show that service quality and company reputation have a positive and significant effect on trust and loyalty. Trust mediates the effect of service quality and company reputation on customer loyalty.Downloads
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Ghozali .(2008). Structure Equation Modeling, Metode Alternatif dengan Partial Least Square. Semarang. Badan Penerbit Undip.
Griffin, Jill . (2003). Menimbulkan dan Mempertahankan Kesetiaan Pelenggan. Edisi Revisi dan Terbaru. Alih Bahasa Dr. Dwi Kartini Yahya. Erlangga.Jakarta
Hurriyati, R. (2010). Bauran Pemasaran dan Loyalitas Konsumen.Cetakan Pertama.CV Alfabeta.Bandung.
Jatmico., Rosidah .(2011). Kajian Citra Perusahaan Melalui Kegiatan Corporate Social Responsibility pada Bank “Xâ€. Skripsi Program Sarjanalih Jenis Manjemen Departemen ManajeAmen Fakultas Ekonomi dan Manajemen. Institut Pertanian Bogor.Bogor.
Kamaludin. (2010). Pengaruh Pengungkapan Corporate Social Responsibility Terhadap Profitabilitas dan Reputasi Perusahaan. Skripsi. Fakultas Ekonomi dan Bisnis Universitas Islam Negeri Syarif Hidayatullah Jakarta
Kotler, Philip.(2005).Manajemen Pemasaran.Edisi kesebelas, Jilid Dua. Jakarta : PT Indeks Kelompok Gramedia.
McKnight, et.all .(2002). Developing and Validiting Trust Measures foe e-Comerce: An Integrative Typology Information System Research. dalam Brachman & Zaheer (2006). Initial Trust Formation in New Organizational Relationships. Academy of Management Review.
Mowen Jhon C & Minor Michael .(2002). Perilaku Konsumen . Binarupa Aksara. Jakarta.Hal.312.
Nuraini. (2009). Analisis Pengaruh Kualitas Produk, Kualitas Pelayanan, Desain Produk, Harga dan Kepercayaan Terhadap Loyalitas Pelanggan. Skripsi Fakultas Ekonomi Universitas Diponegoro.
Parasuraman. A, V.A Zeithami and L Berry .(1988). A Conceptual Mode of Service Quality and Its Implications for Future Researchâ€. Journal of Marketing. Vol. 49.
Robinette, Scott .(2001). Emotion Marketing. MC Grow. Hill Book Company.
Jakarta.
Setiaji .(2004). Panduan Riset Dengan Pendekatan Kuantitatif. Program Pascasarjana, Universitas Muhammadiyah, Surakarta.
Sulastiyono, Agus., (2011). Manajemen Penyelenggaraan Hotel. Bandung. Alfa Beta.Hal.35-36
Tjiptono, Fandy. (2000). Riset Pemasaran Dan Perilaku Konsumen, Edisi Kedua, Gramedia Pustaka Ukarta.
Walsh, Mitchell V.W., Jackson, P.R. dan Betty, S.E. (2008). Examining the Antecendent and Consequences of Corporate Reputation: A Customer Perspective. British Journal of Management, 20:pp:187-203.
Yazid (2006). Pemasaran Jasa Konsep dan Implementasi. Cet.I. Yogyakarta:Ekonisia FE UII.
Yin, Yee and T.M. Faziharudean.(2010) .Factors Affecting Customer Loyalty of Using Internet Banking in Malaysia.Journal of Electronic Banking Systems Faculty of Business and Accountancy. University of Malaya.
Zikmund, William G .(2003). Business Research Method. 7th edition USA. Thomson Learning TM.Hal. 72.
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Published
2021-04-30
How to Cite
mindie, giebriel rakha. (2021). ANALISIS KUALITAS PELAYANAN DAN REPUTASI PERUSAHAAN TERHADAP LOYALITAS PELANGGAN DENGAN KEPERCAYAAN (TRUST) SEBAGAI VARIABEL INTERVENING. ALBAMA: JURNAL BISNIS ADMINISTRASI DAN MANAJEMEN, 14(1), 1–10. https://doi.org/10.56606/albama.v14i1.33
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