Investigasi Peran Kepuasan Dalam Penciptaan Loyalitas Wisatawan Di Klenteng Sam Poo Kong Kota Semarang

Aprih Santoso, Emaya Kurniawati

Abstract

The purpose of this study was to examine the role of satisfaction in mediating the influence of trust and service quality on loyalty in creating tourist loyalty at Sam Poo Kong Temple in Semarang City. The method used in this study is quantitative. Based on calculations using the Slovin formula, the sample of this study was 100 respondents. The results of the study showed that partially and simultaneously there was a positive and significant influence of trust and service quality on tourist satisfaction and loyalty at Sam Poo Kong Temple in Semarang City. Satisfaction has a positive and significant effect on tourist loyalty at Sam Poo Kong Temple in Semarang City. Satisfaction is able to mediate the influence of trust and service quality on tourist loyalty at Sam Poo Kong Temple in Semarang City.

Keywords

Loyalty, Trust Service, Satisfaction

Full Text:

PDF

References

Aryani,D & Febrina R. (2010). Pengaruh Kualitas Layanan terhadap Kepuasan Pelanggan dalam Membentuk Loyalitas Pelanggan. Bisnis & Birokrasi, Jurnal Ilmu Administrasi dan Organisasi, 17 (2), pp : 114-126.

Cetin, G., & Dincer, F. I. (2014). Influence of customer experience on loyalty and word-of-mouth in hospitality operations. Anatolia. An International Journal of Tourism and Hospitality Research Vol. 25 No. 2, 181–194. Https://Doi.Org/10.1080/13032917.2013.841094.

Dominici, G. & Guzzo, R., (2010). Customer Satisfaction in the Hotel Industry: A Case Study from Sicily. International Journal of Marketing Studies, 2(2), pp. 3-12. Kazi, O.S. 2011.Interrelations between Service Quality Attributes, Customer Satisfaction and Customer Loyalty in the Retail Banking Sector in Bangladesh. International Journal of Business and Management Vol. 6, No. 3.pp.12-36.

Fandy, T. (2011). Service management mewujudkan layanan prima.

Fasochah dan Harnoto. (2013). Analisis pengaruh kepercayaan dan kualitas layanan terhadap loyalitas pelanggan dengan kepuasan konsumen sebagai variabel mediasi (Studi pada RS Darul Istiqoma Kaliwangu Kendal). Jurnal Ekonomi Manajemen Akuntansi No.34.

Kim Y., & Hyung S.L. (2016). Quality, Perceived Usefulness, User Satisfaction, and Intention to Use: An Empirical Study of Ubiquitous Personal Robot Service. Asian Social Science. Vol.10. No. 11. pp.1-16

Kolonio, J. & D. soepeno. (2019). Pengaruh service quality, trust dan consumer satisfaction terhadap consumer loyalty pada CV Sarana Marine Fiberglass. Jurnal EMBA Vol. 7, No. 1.

Kotler, P. dan K. L. K. (2016). Manajemen Pemasaran.

Malik, Saif Ullah. (2012). Customer Satisfaction, Perceived Service Quality and Mediating Role of Perceived Value, 4 (1). Miller, R.E., & Brooks, N.J. 2010. Class Service Quality: Moving Beyond SERVQUAL. Paper presented at Information Systems Educators Conference, Nashville Tennessee, USA

Pasaribu, H. F. (2018). Penerapan analisis SWOT dalam strategi pemasaran pada PT. Arma Anugerah Abadi Medan. Skripsi: Fakultas Ekonomi Dan Bisnis Islam Universitas Islam Negeri Sumatera Utara Medan.

Purbasari, D. et all. (2018). Pengaruh kualitas pelayanan dan kepuasan pelanggan terhadap pembelian ulang. Jurnal Inspirasi Bisnis Dan Manajemen, Vol 2, (1).

Quyet, Tran V., Nguyen, Q. V., & Taikoo, C. (2015). Service Quality Effects on Customer Satisfaction in Banking Industry. International Journal of uand e- Service, Science and Technology Vol.8, No. 8, pp.199-206.

Ravichandran, K., Mani B T., Kumar S A., & S Prabhakaran. (2010). Influence of Service Quality on Customer Satisfaction Application of Servqual Model. International Journal of Business and Management Vol. 5, No. 4.

Singh, A. P dan Satendra Thakur. (2012). Impact of Service Quality on Costomer Satisfaction and Loyalty : In The Context of Retail Outlets in DB City Shopping Mall Bhopal. Internasional Journal of Management Research and Review, 2 (12).

Sumarwan, U. (2011). Perilaku Konsumen: Teori dan Penerapannya dalam Pemasaran.Bogor: Ghalia Indonesia.

Tjiptono, F. dan G. C. (2012). Service management meningkatkan layanan prima.Yogyakarta: Andi Ofset Zare, M., & Mahmoudi, R. (2020). The effects of the online customer experience on customer loyalty in e-retailers. International Journal of Advanced Engineering, Management and Science (IJAEMS), 6(5), 208–214. Doi:10.22161/Ijaems.65.2

DOI: https://doi.org/10.35475/riptek.v19i2.303

Refbacks

  • There are currently no refbacks.