The effect of service quality and brand trust on loyalty through customer satisfaction in transportation service Go-jek (go-ride) in Palembang City

Yuni Adinda Putri, Zakaria Wahab, Muchsin Saggaff Shihab, Agustina Hanafi Yuni Adinda Putri
Zakaria Wahab
Muchsin Saggaff Shihab
Agustina Hanafi

Abstract


The objective of this study to analyze the effect of service quality and brand trust on
loyalty through customer satisfaction. The Go-Jek (Go-Ride) users in Palembang
were taken as respondents. This research used purposive sampling technique; the
number respondents were collected, 100 respondents. The data analyzedby using
Structural Equation Modeling (SEM). The results of this study indicate that brand
trust does not affect consumer loyalty. The suggestions in this study that the
management is expected to conduct a survey to determine the needs of the desired
customer and provide promotions related to the desired requirements.


Full Text:

PDF

References


American Society For Quality.2010. “Quality Cost – What and How” Milwaukee WI: ASQC Quality Cost Committee

Akbar, M. Muzahid., Parvez, Noorjahan. 2009. Impact of service quality, trust, and customer satisfaction on consumer loyalty,

ABAC Journal, Vol. 29, No.1, pp. 24-38.

Anderson, J.C., and Narus, J.A.1990. "A model of distributor firm and manufacturer firm working partnerships," Journal of

Marketing, Vol. 54 No. 1, pp. 42-58. Service quality 859

Asep Saipuddin dkk. 2009; Statista Dasar. PT Grasindo, Jakarta.

Bakti dan Sumaedi. 2015. "P-TRANSQUAL: a service quality model of public land transport services," International Journal

of Quality & Reliability Management, Vol.32 No.6, pp.534-558

Bowen, J.T. and Chen, S.L. 2001. "The relationship between customer loyalty and customer satisfaction," International Journal

of Contemporary Hospitality Management, Vol. 13 No. 5, pp. 213-7.

Caruana, Albert, 2002. Service Loyalty The Effects of service quality and the mediating role of customer satisfaction, European

Journal of Marketing, Vol. 36, No.7/8, 2002, pp.811-828

Chaudhuri dan Holbrook. 2002. The Chain of Effect from Brand Trust and brand effect to Brand Performance: The Role of

Brand Loyalty (Jurnal,),hlm.27

Cooper, D., & Schindler. P. 2006, Marketing Research: McGraw-Hill

Cronin and Taylor. 2001. Measuring Service Quality: Reexamination and Extension, Journal of Marketing

Daryanto. 2013. Sari Kuliah Manajemen Pemasaran. Cetakan II. Satu Nusa. Bandung.

David A. Aaker. 2013, Manajemen Pemasaran Strategis, Salemba Empat, Jakarta

Delgado-Ballester, Elena, Munuera-Aleman, Jose Louis & Yague-Guillen, Maria Jesus. 2003. Development and Validation of

A Brand Trust Scale”, International, Journal of Market Research, vol. 45/1, p. 35-53

Ferdinand, A.T. 2005. Structural Equation Modelling. Badan Penerbit Universitas Diponegoro, Semarang, Indonesia.

Ganguli, S. and Kumar Roy, S. 2010. "Service quality dimensions of hybrid services," Managing Service Quality: An

International Journal, Vol. 20 Issue: 5, pp.404-424,

Giese and Cole. 2000, “Defining consumer satisfaction," Academy of Marketing Science Review, Vol.2000 No.1.

Ghozali. 2008. Model Persamaan Struktural Konsep dan Aplikasi denngan Program AMOS. Badan Penerbit Universitas

Diponegoro, Semarang.

Ghozali, I. dan H. Latan. 2012. Partial Least Squares. Badan Penerbit Universitas Diponegoro, Semarang, Indonesia.

Gro¨nroos, C. 1984, "A service quality model and its marketing implications," European Journal of Marketing, Vol. 18 No. 4,

pp. 36-44.

Gunarto, M. 2013. Membangun Model Persamaan SEM Dengan Program Lisrel. Tunas Gemilang Press, Palembang,

Indonesia.

Hair, J.F. Jr., R.E. Anderson, J.B. Barry, R.L. Tatham, and W.C. Black.2006. Multivariate Data Analysis (6th Ed). Pearson

Education Inc, New Jersey, USA.

Hallowell, Roger. 1996. The Relationships Of Customer Satisfaction, Customer Loyalty, And Profitability: An Empirical

Study. International Journal Of Service Industry Management, Vol. 7, No. 4, pp. 27-42.

http://id.wikipedia.org/wiki/Go-Jek.html, pada tanggal 21 Juni 2017.

Husein Umar.2012 .Studi Kelayakan Bisnis Edisi kelima .Gramedia Pustaka Utama .Jakarta.

Ibáñez, Apaolaza V., Hartmann, P & Calvo, Zorilla. 2007. “Antecedents of customer loyalty in residential energy markets:

Service quality, satisfaction, trust, and switching costs." The Service Industries Journal, 26:6, 633-650.

Izleem Gozukaradan Nurdan Culakoglu. 2016“ A Research on Generation Y Students: Brand Innovation, Brand Trust and

Brand Loyalty ”Journal of Business Management and Economic Research (IJBER) Vol. 7, 2016, Number 603-611

Lai, Fujun., Griffin, Mitch., Babin, Barry J. 2009.How Quality, Value, Image, and satisfaction Create Loyalty At A Chinese

telecom, Journal of Business Research 62(2009) 980–986.

Luce, Mary Frances.1998, “Choosing to Avoid: Coping With Negatively Emotion-Laden Customer Decision”. Journal of

Customer Research 24 (March) : 409-424

Lupiyoadi, R. 2013. Manajemen Pemasaran Jasa; Berbasis Kompetensi. Edisi ketiga. Penerbit PT. Salemba Empat. Jakarta.

Lovelock, C dan J. Wright. 2010. Pemasaran Jasa Manusia, Teknologi, Strategi. Jilid Satu. Edisi Ketujuh. Penerbit Prehalindo.

Jakarta.

Maholtra, N. K. 2004. Marketing Research: An Applied Orientation. New Jersey: Pearson Educational International.

Marina, G 2013, “The Quality value, satisfaction, loyalty chain: relationships and impacts” tourism review, Vol. 68 Iss 1 pp.3-

, 2013

McDaniel, C., & Gates, R. 2002. Marketing Research: The impact of the Internet (5 ed. Vol. 5th). South Western.

Moorman, C., Deshpande´, R. and Zaltman, G. 1993. “Factors affecting trust in market research relationships," Journal of

Marketing, Vol. 57 No. 1, pp. 81-101.

Morgan and Hunt.1994, The Commitment -Trust Theory of Relationship Marketing, Journal of Marketing, him 20-38

Nasution 2011, Pengantar Manajemen Mutu Edisi Ketiga. Erlangga, Jakarta.

Ojo, Mireku, Dauda, Nutsogbodo.2014. “Service Quality and Customer Satisfaction of Public Transport on Cape Coast-Accra

Route, Ghana." Developing Country Studies, Vol.4, No.18, 2014.

Parasuraman, A., Zeithaml, V.A. and Berry, L.L. 1985, “A conceptual model of service quality and its implications for future

research," Journal of Marketing, Vol. 49 No. 4, pp. 41-50.

Rangkuti, Freddy. 2013. Riset Pemasaran . CV Pustaka Media, Bandung.

Ricky W. Griffin, 2010. Manajemen. Edisi 7 Jilid 1 Erlangga, Jakarta.

Ririn Tri Ratnasari, 2011. Manajemen Pemasaran Jasa. Indo Citra Media. Bogor

Rosinta, dkk., 2010. Pengaruh Kualitas Layanan terhadap Kepuasan Pelanggan dalam membentuk Loyalitas Pelanggan, Mei-

Agus 2010, Jurnal Ilmu Administrasi dan Organisasi, hlm. 114-126 ISSN 0854-3844. Universitas Indonesia

Rully, Arlan. 2009, Manajemen Kewirausahan .CV Pustaka Setia, Bandung.

Saifuddin Azwar, 2014. Metode Penelitian Cetakan XV .: Pustaka Pelajar, Yogyakarta.

Schnaars, S.P. 1998. Marketing Strategy: A Customer-Driven Approach. The Free Press. New York.

Siddiqi, Omar K. 2011. “Interrelations Between Service Quality Attributes, Customer Satisfaction, and Customer Loyalty In

Retail Banking Sector in Bangladesh. International Journal of Business and Management Vol. 6, No. 3; March 2011.

Simonson, Itamar. 1992. “The Influence of Anticipating Regret and Responsibility on Purchase Decisions." Journal of

Marketing Research 19:105-118

Spekman, 2003. Kepercayaan Konsumen Dalam pemasaran. Alfabeta, Bandung.

Sugiyono, 2010. Metode penelitian Kuantitatif dan Kualitatif .Alfabeta, Bandung.

Sumaedi, S.; Bakti, I.G.M.Y.; Carmen, M.2012. "The Empirical Study of Public Transport Passengers' Behavioral Intentions;

The Roles of Service Quality Perceived Sacrifice, Perceived Value, and Satisfaction (Case Study Paratransit Passengers in

Jakarta Indonesia." International Journal for Traffic and Transport Engineering, 2012, 2(1): 83 – 97.

Tjiptono, Fandy. 2015. Strategi Pemasaran Edisi 4 ANDI, Yogyakarta

Umar Husein , 2010. Metode Riset dan Perilaku Konsumen .Erlangga, Jakarta.

Wolfinbarger, M.F. and Gilly, M.C. 2003. ''EtailQ: dimensionality, measuring and predicting detail quality'', Journal of

Retailing, Vol. 79 No. 3, pp. 183-98.

Website

https://dailysocial.id/post/aplikasi-mobile-go-jek/

http://ylki.or.id/2017/07/warta-konsumen-transportasi-online-kawan-atau-lawan/

Yıldırım, F., Çengel, Demirli, C., Biçer, Sağlam, M. 2016. Comprehensive analysis of inter-relationship among overall service

quality, trust, satisfaction and learner's loyalty within the supportive vocational education and International Journal of

Commerce and Finance, Vol. 2, Issue 1, 2016, 103-111

Zeithaml, V.A. 1988. “Consumer perceptions of price, quality and value: a means and model and synthesis of evidence," Journal of

Marketing, Vol. 52 No. 3, pp. 2-22




DOI: http://dx.doi.org/10.29406/jmm.v14i1.1028

Refbacks

  • There are currently no refbacks.




License URL: https://creativecommons.org/licenses/by-sa/4.0/

Creative Commons License

The Copyright is reserved to the Jurnal Manajemen Motivasi that is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License .

website statistics website statistics