Main Article Content

  • Milcha Handayani Tammubua
    Universitas Terbuka

Abstract

This study aims to examine whether self image congruity, retail service quality, perceived service quality influence customer satisfaction and test the role of customer satisfaction mediation variable at customer loyalty distro Urban Surf and Planet Surf in Jayapura. data analysis in this research used multiple regression analysis and hierarical regression to measure independent variable in dependent variable with mediation variable. The results show that customer satisfaction fully mediates the relationship of self image congruity and retail service quality to customer loyalty. Meanwhile customer satisfaction also mediates partially customer relationship perceived service quality to customer loyalty.


Penelitian ini bertujuan untuk mengkaji apakah self image congruity, retail service quality, perceived service quality berpengaruh pada customer satisfaction dan menguji peran mediasi variable customer satisfaction pada customer loyalty distro Urban Surf dan Planet Surf di Jayapura. Analisis data dalam penelitian ini digunakan analisis multiple regression dan hierarical regression untuk mengukur variable independen pada variable dependen dengan variable mediasi. Hasil penelitian menunjukkan bahwa customer satisfaction memediasi secara penuh hubungan self image congruity dan retail service quality terhadap customer loyalty. Sementara itu customer satisfaction juga memediasi secara parsial hubungan customer perceived service quality terhadap customer loyalty.

Keywords

customer loyalty, customer perceived service quality, customer satisfaction, retail service quality, self image congruity

References

Anantha Raj A. Arokiasamy. (2013). The Impact of Customer Satisfaction on Customer Loyalty and Intention to Switch in The Banking Sector in Malaysia. Journal of Commerce, Jan 2013, Vol 5. Issue 1, p14.

Beneke J.,et al. (2012). Examining the Effect of Retail Service Quality Dimensions on Customer Satisfaction and Loyalty: The Case of he Supermaket Shopper. Independent Research Journal in The Management Sciences. Vol 12, No 1 (2012). Acta Commercii. AOSIS Publishing.

Bitner, M. & Zeithaml, V. (2003). Service Marketing (3rd ed.). New Delhi: Tata McGraw Hill.

Cooper, D. R. & Schindler, P.S. (2006). Business Research Methods 9th ed, New York; McGraw Hill.

Hartini Sri. (2012). Self-Image Congruity: Role in The Formation of Consumer Attitudes. Entrepreneur Journal. Vol 3, No 1. Unipdu.

https://id.wikipedia.org/wiki/Distro_pakaian

Jamal, Ahmad & Mark M. H. Goode. (2001). Consumers and Brands: A Study of Self Image Congruence on Brand Preference and Satisfaction. Marketing Intelligence & Planning. Vol.19/7. pp: 482-492.

Livia Margarita Widjiono & Edwin Japarianto. (2015). Analisa Pengaruh Self Image Congruity, Retail Service Quality, Dan Customer Perceived Service Quality Terhadap Repurchase Intention Dengan Customer Satisfaction Sebagai Variabel Intervening Di Broadway Barbershop Surabaya. Jurnal Manajemen Pemasaran, vol 9, No 1, April 2015, ISSN 1907-235X.

Mehdi Zaibal et al. (2013). Effect Perceived Service Quality on Customer Satisfaction in Hospitality Industry: Gronroos’ Service Quality Model Development. Journal of Hospitality Marketing & Management. Vol 22, Issue 5, 2013.

Mohsan Faizan et al.,(2011). Impact of Customer Satisfaction on Customer Loyalty and Intention to Switch: Evidence From Banking Sector of Pakistan. International Journal of Business & Social Science, 2011, Vol. 2 Issue 16, p263.
papua.bps.go.id

Park S.Y. & Lee E.M. (2005). Congruencevbetween brand personality and self-image, and the mediating roles of satisfaction and consumer-brand relationship on brand loyalty. Asia-Pacific Advances in Consumer Research, Vol 6, 39-45.
Schiffman Leon & Kanuk Leslie. (2007). Consumer Behaviored10 , Prentice Hall Cloth.

Sekaran, U. (2006). Metodologi Penelitian untuk Bisnis, edisi 4. Jakarta: Salemba Empat.

Tjiptono, Fandy. (2010). Strategi Pemasaran, Yogyakarta: Penerbit Andi.

Ushantha Chanaka et al. (2014). An Assessment of Retail Service Quality: An Empirical Study of the RSQS in Sri Lanka Supermarkets. Developing Country Studies, 4(3), 78-90, 2014. Social Sience Electronic Publishing, Inc.

Article Sidebar

Published Sep 7, 2017
How to Cite
TAMMUBUA, Milcha Handayani. ANALISA PENGARUH SELF IMAGE CONGRUITY, RETAIL SERVICE QUALITY, DAN CUSTOMER PERCEIVED SERVICE QUALITY TERHADAP CUSTOMER LOYALTY YANG DIMEDIASI CUSTOMER SATISFACTION URBAN SURF/DISTRO DI JAYAPURA. Jurnal Organisasi Dan Manajemen, [S.l.], v. 13, n. 2, p. 166-179, sep. 2017. ISSN 2442-9155. Available at: <http://jurnal.ut.ac.id/index.php/JOM/article/view/580>. Date accessed: 17 dec. 2017.
Section
Articles