Influence Of Facility and Quality Of Service On Customer Loyalty Through Customer Satisfaction

Abstrak

ABSTRACT

This study aims to analyze the effect of facilities and service quality on customer loyalty through customer satisfaction as an intervening variable at PT WAI bonded warehouses. Facilities in bonded warehouses are very important to improve the company's services to customers so that customers feel satisfied and lead to customer loyalty. Service quality can also affect customer loyalty. With good service quality, customers will believe in the company, resulting in customer loyalty. Customer satisfaction with a product or service can have an impact on subsequent purchases, which can also increase customer loyalty. This study uses quantitative methods with a research sample of 40 companies. The research technique used is path analysis. The results showed that the facility variable did not have a direct influence on customer satisfaction and loyalty. The service quality variable has a direct influence on customer satisfaction and loyalty. Customer satisfaction variable has a direct influence on customer loyalty. The customer satisfaction variable is not able as a mediator or mediation of the indirect effect of facilities on customer loyalty, but the customer satisfaction variable is able to be a mediator or mediation for the service quality variable on customer loyalty PT WAI bonded warehouse (Persero). Keywords: Facilities, service quality, customer satisfaction, customer loyalty

Abstrak

Penelitian ini bertujuan untk menganalisis pengaruh fasilitas dan kualitas pelayanan terhadap loyalitas pelanggan melalui kepuasan pelanggan sebagai variabel intervening pada Gudang berikat PT WAI. Fasilitas dalam Gudang berikat sangatlah penting untuk meningkatkan layanan perusahaan kepada pelanggan sehingga pelanggan merasa puas dan menimbulkan loyalitas pelanggan. Kualitas pelayanan dapat pula mempengaruhi loyalitas pelanggan. Dengan adanya kualitas pelayanan yang baik, pelanggan akan percaya kepada perusahaan sehingga menimbulkan loyalitas pelanggan. Kepuasan pelanggan terhadap suatu produk atau jasa dapat memberikan dampak pada pembelian selanjutnya, dimana hal tersebut dapat pula meningkatkan loyalitas pelanggan. Penelitian ini menggunakan metode kuantitatif dengan sempel penelitian 40 perusahaan. Teknik penelitian yang digunakan adalah path analisis. Hasil penelitian menunjukkan bahwa variabel fasilitas tidak memiliki pengaruh langsung terhadap kepuasan dan loyalitas pelanggan. Variabel kualitas pelayanan memiliki pengaruh langsung terhadap kepuasan dan loyalitas pelanggan. Variabel kepuasan pelanggan memiliki pengaruh langsung terhadap loyalitas pelanggan. Variabel kepuasan pelanggan tidak mampu berfungsi sebagai mediator atau mediasi pengaruh tidak langsung fasilitas terhadap loyalitas pelanggan, namun variabel kepuasan pelanggan mampu menjadi mediator atau mediasi untuk variabel kualitas pelayanan terhadap loyalitas pelanggan Gudang berikat PT WAI. Kata kunci: Fasilitas, Kualitas pelayanan, kepuasan pelanggan, loyalitas pelanggan.