ANALYSIS OF THE INFLUENCE OF SERVICE QUALITY, PRICE, TRUST AND CORPORATE IMAGE ON SATISFACTION AND CUSTOMER LOYALTY IN PT. POS INDONESIA BANJARMASIN

Sisca Ariani, Muhammad Riza Firdaus, H. Hairudinor

Abstract


This study aims to examine and analyze the influence of service quality, price, trust, and corporate image on satisfaction and customer loyalty in PT. Pos Indonesia Banjarmasin. Samples were selected by purposive sampling method and after the outlier test conducted on the 128 respondents, 119 respondents who participated in this study were obtained. Next, hypothesis testing using SEM-GeSCA was done. The research result indicates that there are six hypotheses which are significant; namely the influence of service quality on satisfaction, the influence of service quality on customer loyalty, the influence of price on satisfaction, the influence of trust on satisfaction, the influence of corporate image on satisfaction and the influence of satisfaction on customer loyalty. However, there are three hypotheses that are not significant: the influence of price on customer loyalty, the influence of confidence on customer loyalty, and the influence of corporate image on customer loyalty.

 

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service quality, price, trust, corporate image, satisfaction, customer loyalty

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References


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Quddus, F. S., & Hudrasyah, H. (2014). The Influence of Service Quality Dimensions on Customer Satisfaction and Customer Loyalty in PT JNE North Bandung Area. Journal of Business and Management, 3 (5), 546-556.

Ravichandran, K. Mani, B. T., & Kumar, S. A. (2010). Influence of Service Quality on Customer Satisfaction Application of Servqual Model. International Journal of Business and Management, 5 (4), 117-124. https://doi.org/10.1007/s00106005 0722. Riyadi, Joko. (1999). Gate Marketing. Jakarta: Gramedia.

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Setiawan, H., & Sayuti, A. J. (2017). Effects of Service Quality, Customer Trust and Corporate Image on Customer Satisfaction and Loyalty: An Assessment of Travel Agencies Customer in South Sumatra Indonesia. IOSR Journal of Business and Management, 19 (5), 31-40. https://doi.org/10.9790/487x1905033140.

Sugiyono. (2008). Research Methods Business. Bandung: Alfabeta.

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Susanti, C. E. (2009). The Influence of Image and Customers' Satisfaction Towards Consumers' Loyalty To Traditional Foods in Surabaya. Journal of Marketing Management, 4 (1), 1-10.

Tjiptono, Fandy. (2014). Marketing Services, Principles, Application and Research. Yogyakarta: ANDI.

https://doi.org/10.9790/487X18214555.

Eid, M. I. (2011). Determinants of E-Commerce Customer Satisfaction, Trust, and Loyalty in Saudi Arabia. Journal of Electronic Commerce Research, 12 (1), 78-93.

Fasochah, and Harnoto. (2013). Analysis Effect of Belief and Quality Service To Loyalty Customers In Customer Satisfaction For Mediation Variables (Study on RS Darul Istiqomah Kaliwungu Kendal). Journals Economy Accounting Management, (34), 1-23.

Felani, M. E., & Soekotjo, H. (2017). Customer Satisfaction As An Intervening Variable. Journal of Management Studies and Research, 6 (2), 43- 48.

Fornell, C., & Wernerfelt, B. (1987). Corporate Consumer Affairs Departments: Retrospect and Prospect, & Quot; in Research in the Consumer Interest: The Frontier, E. Scott Maynes, ed. Ann Arbor, MI: Association for Consumer Research. Corporate Consumer Affairs Departments: Retrospect and Prospect, 24 (4), 337-346. Retrieved from https://pdfs.semanticscholar.org/474d/5135f6c93eafadad7fa633bae8 f207ac521a.pdf.

Gaffar, Vanessa. (2007). Customer Relationship Management and Marketing and Public Relations. Bandung: Alfabeta.

Hanif, M., Hafeez, S., & Riaz, A. (2010). Factors Affecting Customer Satisfaction. International Research Journal of Finance and Economics, 60 (December 2010), 44-52.

Hapsari, R., Clemes, M., & Dean, D. (2016). The Mediating Role of Perceived Value on the Relationship Between Service Quality and Customer Satisfaction: Evidence from Indonesian Airline Passengers. Procedia Economics and Finance, 35 (October 2015), 388-395. https://doi.org/10.1016/s22125671(16)00048-4.

Hart, A. E., & Rosenberger, P. J. (2004). The Effect of Corporate Image in The Formation of Customer Loyalty: An Australian Replication. Australasian Marketing Journal, 12 (3), 88-96. https://doi.org/10.1016/S14413582(04)70109-3.

Horsu, E. N., and Yeboah, S. T. (2015). Influence of Service Quality on Customer Satisfaction: A Study of Minicab Taxi Services in Cape Coast, Ghana. International Journal of Economics, Commerce and Management, III (5), 1451- 1464. Retrieved from http://ijecm.co.uk/wpcontent/uploads/2015/05/3595.pdf.

Hortamani, A. Ansari, A., & Akbari, M. (2013). Studying Impact of Price Satisfaction on Loyalty: A Case Study in Electric Generating Plant Snowa. International Journal of Academic Research in Accounting, Finance and Management Sciences, 3 (4), 46- 50. https://doi.org/10.6007/IJARAFM S / 3 (4) / 306.

Klementova, J., Zavadsky, J., & Zavadska, Z. (2015). The Measurement and Evaluation of the Service Quality Through Customers' Satisfaction. Procedia Economics and Finance, 26 (15), 126-130. https://doi.org/10.1016/s22125671(15)00893-x

Kotler, Philip and Kevin Lane Keller. (2007). Management of Marketing. Volume 12. Issue 1. Interpreting, Benjamin Molan (2007). Jakarta: PT. INDEX.

Kotler, Philip and Kevin Lane Keller. (2009). Marketing Management. Edition 13. Volume 1. Jakarta: Erlangga.

Laely, N. (2016). Analysis of Effect Trust and Price on Customer Loyalty Satisfaction Mediated At PT. Telkomsel in Kediri. Economics & Management, 3 (2), 61-74.

Mardalis, A. (2005). Reaching Loyalty Customer. Benefit Journals Management and Business, 9 (2), 111- 119.

Minh City, N. V., and Huu, N. H. (2016). The Relationship between Service Quality, Customer Satisfaction and Customer Loyalty: An Investigation in Vietnamese Retail Banking Sector. Journal of Competitiveness, 8 (2), 103-116.

https://doi.org/10.7441/joc.2016.0208

Montolalu, M. (2013). The Impact of Service Quality and Price To Customer Satisfaction and. EMBA Journal, 1 (4), 1491-1498.

Mosahab, R., Mahamad, O., & Ramayah, T. (2010). Service Quality, Customer Satisfaction and Loyalty: A Test of Mediation. International Business Research, 3 (4), 72-80. https://doi.org/10.5539/ibr.v3n4p72

Nguyen, N., Leclerc, A., & LeBlanc, G. (2013). The Mediating Role of Customer Trust on Customer Loyalty. Journal of Service Science and Management, 6 (1), 96-109. https://doi.org/10.4236/jssm.2013. 61010

Onditi, A. A., Oginda, M. N., Ochieng, I., & Oso, W. (2012). Implications of Service Quality on Customer Loyalty in the Banking Sector. A Survey of Banks in Homabay County, Kenya. International Journal of Business and Social Science, 3 (21), 223-233.

Osman, Z., & Sentosa, I. (2013). An Empirical Study of Direct Relationship of Service Quality, Customer Satisfaction and Customer Trust on Customer Loyalty in Malaysian Rural Tourism. Journal of Tourism, Hospitality & Culinary Arts, 6 (2), 192-206.

Quddus, F. S., & Hudrasyah, H. (2014). The Influence of Service Quality Dimensions on Customer Satisfaction and Customer Loyalty in PT JNE North Bandung Area. Journal of Business and Management, 3 (5), 546-556.

Ravichandran, K. Mani, B. T., & Kumar, S. A. (2010). Influence of Service Quality on Customer Satisfaction Application of Servqual Model. International Journal of Business and Management, 5 (4), 117-124. https://doi.org/10.1007/s00106005 0722. Riyadi, Joko. (1999). Gate Marketing. Jakarta: Gramedia.

Riyadi, Joko. (2004). Gate Marketing. Jakarta: Gramedia.

Robinette, Scott and Claire Brand. (2001). Emotion Marketing. New York: The McGraw-Hill Companies.

Sarwono, Jonathan. (2007). Analysis Paths for Business Research with SPSS. Yogyakarta: ANDI.

Setiawan, H., & Sayuti, A. J. (2017). Effects of Service Quality, Customer Trust and Corporate Image on Customer Satisfaction and Loyalty: An Assessment of Travel Agencies Customer in South Sumatra Indonesia. IOSR Journal of Business and Management, 19 (5), 31-40. https://doi.org/10.9790/487x1905033140.

Sugiyono. (2008). Research Methods Business. Bandung: Alfabeta.

Sumertana, I. W. (2016). Influence Quality Service to Loyalty Customer with Customer satisfaction as Water Park intervening variable in Seririt Singaraja Year 2014- 2015. Journal of Economic Education Program (JPPE), 7 (2), 10.

Susanti, C. E. (2009). The Influence of Image and Customers' Satisfaction Towards Consumers' Loyalty To Traditional Foods in Surabaya. Journal of Marketing Management, 4 (1), 1-10.

Tjiptono, Fandy. (2014). Marketing Services, Principles, Application and Research. Yogyakarta: ANDI.


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