THE EFFECT OF SERVICE QUALITY AND PRICE ON CUSTOMER SATISFACTION AND ITS IMPACT ON THE LOYALTY OF SIANTAR EXPRESS TRAIN CUSTOMERS

Khadijah Nurani; Rika Widianita; Ariyun Anisah

doi:10.31955/mea.v6i3.2634

Khadijah Nurani UIN Sjech M Djamil Djambek Bukittinggi
Rika Widianita UIN Sjech M Djamil Djambek Bukittinggi
Ariyun Anisah UIN Sjech M Djamil Djambek Bukittinggi

DOI: https://doi.org/10.31955/mea.v6i3.2634

Keywords: Service quality, Price, Customer Satisfaction, Customer Loyalty

Abstract

The Siantar Express train is one of the transportations used by the people of Medan city to travel to Pematang Siantar and vice versa. The objective of this study is to test and analyze the effect of service quality, price on customer satisfaction and its impact on customer loyalty.The sampling technique used is Accidental Sampling which is sampling based on who are the members of the population who coincidentally meet the researcher who can provide the necessary information. The data analysis method is carried out by data analysis Path Analysis.Service quality has a positive and significant effect on customer satisfaction, price has a positive and significant effect on customer satisfaction, service quality has a positive and significant effect on customer loyalty, price has a positive and significant effect on customer loyalty, customer satisfaction has a positive and significant effect on customer loyalty, service quality has a positive and significant effect on customer loyalty through satisfaction customers, prices have a positive and significant effect on customer loyalty through customer satisfaction of the Siantar Express train. Siantar Express train customers will be loyal when using the Siantar Express train service, this is because the customer agrees to reuse the train service and suggests to others.

References

Abdullah, T., & Tantri, P. (2013). Manajemen pemasaran. Jakarta: PT. Raja Grafindo Persada.
Akbar M.M and Parvez. (2009). Impact of Service Quality, Trust, and Customer Satisfaction Loyalty, ABAC Journal, Vol. 29, No.1.Januari, 24-38.
Alida, Palilati. (2004). Jurnal Pengaruh Tingkat Kepuasan Terhadap Loyalitas Nasabah Tabungan Perbankan di Wilayah Etnik Bugis.
Alma, Buchari. (2011). Manajemen Pemasaran dan Pemasaran Jasa, Alfabeta: Bandung.
Almasdi, dan Jusuf Suit. 2012. Aspek Sikap Mental Dalam Manajemen Sumber Daya Manusia, Jakarta: Syiar Media.
Amanah, Dita. (2010).“Pengaruh Harga, dan Kualitas Produk terhadap Kepuasan Konsumen pada Majestyk Backry & Cake Shop Cabang H.M Yamin Medan”. Jurnal Pendidikan Ekonomi. Vol 2, No 1.
Danang, Sunyoto. (2013). Metodologi Penelitian Akuntansi. Bandung: PT Refika Aditama Anggota Ikapi
Daryanto, L. H., dan Hasiholan, L. B. (2019). The Influence Of Marketing Mix On The Decision To Purchase Martabak “Setiabudi”Pak Man Semarang. Journal of Management, Vol. 5, No. 5
Fandy Tjiptono, (2008) .Strategi Pemasaran, Edisi III, Yogyakarta : CV. Andi Offset
Greenberg. Paul. (2010). CRM at the spedd of light : Social CRM Strategies, Tool,and Techniques for Engaging Your Customer. (4th edition). New York: McGraw-Hill, Inc
Griffin , Jill. (2005). Customer Loyalty, Menumbuhkan dan Mempertahankan Kesetiaan Pelanggan. Penerbit : Erlangga, Jakarta
Hasan, Ali. (2014). Marketing dan Kasus-kasus Pilihan, Cetakan Kedua. Yogyakarta. CAPS(Center for Academic Publishing Service)
Hurriyati, Ratih. (2010). Bauran Pemasaran dan Loyalitas Konsumen. Bandung: Alfabeta
Khan, Inamullah. (2012). Impact of Customers Satisfaction And Customers Retention on Customer Loyalty. International Journal of Scientific & Technology Research Volume 1, Issue 2. No ISSN 2277-8616.
Kotler, P. & Keller, K.L. (2012). Manajemen Pemasaran Jilid I Edisi ke 12. Jakarta: Erlangga
Kotler, Philip. (2012). Manajemen Pemasaran Edisi 13, Bahasa Indonesia Jilid 1 dan 3 Cetakan. Jakarta: Rajawali
Lovelock, Christopher., et al. (2005). Service Marketing in Asia, 2nd edition, Singapore: Pearson Prentice Hall.
Mardikawati W., dan Farida N. (2013). Pengaruh Nilai Pelanggan dan Kualitas Layanan Terhadap Loyalitas Pelanggan, Melalui Kepuasan Pelanggan Pada Pelanggan Bus Efisiensi. Jurnal Administrasi Bisnis, 2(1), hal. 64-75.
Moenir. (2005). Manajemen Pelayanan Umum di Indonesia. Bumi Aksara, Jakarta
Musanto, Trisno. (2004). Faktor-faktor Kepuasan Pelanggan dan Loyalitas Pelanggan:Studi Kasus pada CV. Media Advertising Surabaya. Jurnal Manajemen dan Kewirausahaan, Vol. 6. pp. 123-136.
Putra, Nusa. (2012). Metode Penelitian Kualitatif Pendidikan. Jakarta : Rajagrafindo Persada
Riduwan dan Akdon. (2010). Rumus dan Data dalam Analisis Data Statistika. Bandung: Alfabeta
Sangadji, E. M., Sopiah, & WK, N. (2013). Perilaku Konsumen : Pendekatan Disertai Himpunan Jurnal Penelitian. Andi Offset. Yogyakarta
Sinaga, Partua Pramana Hamonangan. (2010). Analisis Pengaruh Kualitas Pelayanan, Kepuasan Pelanggan, Dan Lokasi Terhadap Loyalitas Pelanggan ( Studi Kasus Pada Warnet Chamber Semarang ), Semarang : Manajemen UNDIP
Subianto, totok. (2007). Studi Tentang Perilaku Konsumen Beserta Implikasinya Terhadap Keputusan PembeLIAN. Jurnal Ekonomi Modernisasi. Vol 3
Sugiyono.( 2012). Memahami Penelitian Kualitatif. Bandung: ALFABETA
Suharno & Sutarso, Y. (2010). Marketing in Practice. Yogyakarta: Graha Ilmu.
Tjiptono, Fandy. (2008). Strategi Pemasaran, Edisi Ketiga. Yogyakarta : Andi
Zulkarnaen, W., Amin, N. N. (2018). Pengaruh Strategi Penetapan Harga Terhadap Kepuasan Konsumen. Jurnal Ilmiah MEA (Manajemen, Ekonomi, & Akuntansi), 2(1), 106-128.