PENGARUH KUALITAS PELAYANAN DAN KEPUASAN TERHADAP LOYALITAS ANGGOTA KOPERASI MEKAR SURYA KABUPATEN KARANGANYAR
Abstract
This study aims to determine the effect of service quality and satisfaction on member loyalty in the Mekar Surya Cooperative, Karanganyar Regency. The population in this study amounted to 253 members of the Mekar Surya Cooperative, Karanganyar Regency recorded in December 2020. The sampling technique in this study used a proportional random sampling technique, the sample was taken by 25% of the population, namely 59 respondents who met the sample selection criteria. The data analysis technique used in this research is multiple linear regression test and hypothesis testing using t-statistics and F- statistics with a significance level of 5%. The results show that the service quality variable partially affects member loyalty with a value of 3.740 which is greater than the t-table value of 2.003 with a significance of 0.000 and the satisfaction variable partially also affects member loyalty with a value of 5.749 greater than the t-table value. 2,003 with a significance of 0.000 as well. Service quality and satisfaction variables simultaneously affect member loyalty with a calculated F value of 75.150 and this is greater than F table 3.15 and a significant value of 0.000 <0.05.
This study aims to determine the effect of service quality and satisfaction on member loyalty in the Mekar Surya Cooperative, Karanganyar Regency. The population in this study amounted to 253 members of the Mekar Surya Cooperative, Karanganyar Regency recorded in December 2020. The sampling technique in this study used a proportional random sampling technique, the sample was taken by 25% of the population, namely 59 respondents who met the sample selection criteria. The data analysis technique used in this research is multiple linear regression test and hypothesis testing using t-statistics and F- statistics with a significance level of 5%. The results show that the service quality variable partially affects member loyalty with a value of 3.740 which is greater than the t-table value of 2.003 with a significance of 0.000 and the satisfaction variable partially also affects member loyalty with a value of 5.749 greater than the t-table value. 2,003 with a significance of 0.000 as well. Service quality and satisfaction variables simultaneously affect member loyalty with a calculated F value of 75.150 and this is greater than F table 3.15 and a significant value of 0.000 <0.05.
Keywords
Full Text:
PDFReferences
Arikunto, Suharsimi, 2012, Prosedur Penelitian Suatu Pendekatan Praktek,Rineka Cipta, Jakarta.
Durianto, Darmadi dkk. 2004. Brand Equity Ten. Jakarta: PT Gramedia Pustaka Utama.
Haryadi. 2011. “Aplikasi analisis multivariate dengan proses SPSS”. Semarang: Badan Penerbit Universitas Diponegoro.
Hasan, Ali, S.E. 2013. Marketing. Penerbit Media Presindo. Yogyakarta.
Kotler, Philip, dan Kevin Keller, 2012. Manajemen pemasaran. Penerbit Indeks, Jakarta.
Kumalaningrum, F. 2016. Analisis Pengaruh Kualitas Pelayanan Terhadap Loyalitas Konsumen Dengan Kepuasan Konsumen Sebagai Variabel Moderasi (Studi Pada Konsumen CS Kopi Tubruk Surakarta). Jurnal Ekonomi dan Kewirausahaan Vol. 16 No. 2 Juni 2016: 226 – 233
Mardikawati Woro. 2013. Pengaruh Nilai Pelanggan dan Kualitas Layanan terhadap Loyalitas Pelanggan, melalui kepuasan pelanggan pada Pelanggan bus efisiensi (studi po efisiensi jurusan yogyakarta-cilacap). Semarang: Universitas Diponegoro.
Prayitno, D. 2015. Pengaruh Kualitas Pelayanan dan Reputasi Perusahaan Terhadap Kepuasan Konsumen Dengan Kepercayaan Sebagai Varaibel Moderasi. Jurnal Ekonomi dan Kewirausahaan Vol. 15 No. 3 September 2015: 321 – 328.
Rohmat N., 2015. Pengaruh Kualitas Pelayanan dan Lokasi Ageng Terhadap Loyalitas Pelanggan PO. Rosalia Dengan Harga Sebagai Variabel Moderasi. Jurnal Ekonomi dan Kewirausahaan Vol. 15 Edisi Khusus April 2015: 173 – 180.
Rohwiyati. 2019. Pengaruh E-Quality Service dan Harga terhadap Intensitas Pembelian Ulang dengan Kepuasan Pelanggan sebagai Variabel Mediasi. Indonesian Journal of Contemporery Management Research. Vol. 1 No. 1.
Sugiyono, 2015, Metode Penelitian Bisnis, Alfabeta, Bandung.
, 2015, Statistik Untuk Penelitian, Alfabeta, Bandung.
Tjiptono, fandy, 2013. Strategi Pemasaran. Penerbit Andi, Yogyakarta.
Tjiptono, Fandy, dan G Chandra, 2012. Service Quality & satisfaction. Penerbit Andi, Yogyakarta.
Utami, W. 2017. Pengaruh Kualitas Layanan Elektronik Pada Loyalitas Elektronik (Kepuasan Elektronik Sebagai Variabel Media dan Kepercayaan yang Dirasakan Sebagai Variabel Moderasi). Jurnal menara Ekonomi, ISSN : 2407-8565; E-ISSN: 2579-5295 Volume III No. 6 -
Oktober 2017.
Utami, IK. Suryoko, S., Nurseto S. 2013. Pengaruh nilai pelanggan dan kualitas pelayanan terhadap kepuasan pelanggan (studi kasus pada penumpang ka kaligung mas di stasiun poncol semarang). Semarang: Universitas Diponegoro.
Wibowo, HA. 2016. Peran Biaya Beralih Pada Hubungan Klasik Kualitas Pelayanan, Kepauasan dan Loyalitas Pelanggan di Industri Pendidikan Tinggi (Studi Pada PTS X). Jurnal Sains Manajemen Vol. 2 No.1 Januari 2016.
Wulandari. R. 2016. Pengaruh Kualitas Produk, Kualitas Pelayanan dan Promosi Terhadap Loyalitas Konsumen Dengan Kepuasan Sebagai Variabel Moderasi (Studi Pada Konsumen Larissa Aesthetic Center Solo). Jurnal Ekonomi dan Kewirausahaan Vol. 1 6 No. 2 Juni 2016: 242 – 252
DOI: http://dx.doi.org/10.52429/smj.v3i2.775
Refbacks
- There are currently no refbacks.
This work is licensed under a Creative Commons Attribution-NonCommercial 4.0 International License.