Faktor yang Mempengaruhi Loyalitas Pelanggan SPBU Pertamina di Jakarta

Main Article Content

Grace Rumondang Ullina Pohan
Cokki Cokki

Abstract

The purpose of this study is to test the effect of service quality, price perception, and trust directly on customer loyalty or indirectly through customer satisfaction. The population of this study was 100 Pertamina gas station customers in Jakarta. The data collection technique used is convenience sampling by distributing online questionnaires. Data analysis used the Partial Least Square-Structural Equation Modeling (PLS-SEM) technique. The results of this study are service quality and trust affect customer loyalty directly and indirectly through customer satisfaction, but price perceptions can only affect customer loyalty indirectly through customer satisfaction.

 

Tujuan dari penelitian ini adalah untuk menguji pengaruh kualitas pelayanan, persepsi harga, dan kepercayaan terhadap loyalitas pelanggan secara langsung dan tidak langsung melalui kepuasan pelanggan. Populasi dari penelitian ini adalah 100 pelanggan SPBU Pertamina di Jakarta. Teknik pengambilan data yang digunakan adalah convenience sampling dengan menyebarkan kuesioner daring. Data analisis dengan menggunakan teknik Partial Least Square-Structural Equation Modelling (PLS-SEM). Hasil penelitian ini adalah kualitas pelayanan dan kepercayaan mempengaruhi loyalitas pelanggan secara langsung dan secara tidak langsung melalui kepuasan pelanggan, tetapi persepsi harga hanya dapat mempengaruhi loyalitas pelanggansecara tidak langsung melalui kepuasan pelanggan.

Dimensions

Article Details

Section
Articles
Author Biographies

Grace Rumondang Ullina Pohan, Universitas Tarumanagara

Program Studi Manajemen, Fakultas Ekonomi dan Bisnis, Universitas Tarumanagara, Jakarta

Cokki Cokki, Universitas Tarumanagara

Program Studi Manajemen, Fakultas Ekonomi dan Bisnis, Universitas Tarumanagara, Jakarta

References

Chakraborty, D. (2019). Factors responsible for making young urban consumers brand loyal: A study on mobile network operators. Journal of Management Development, 38(7), 616-636. https://doi.org/10.1108/JMD-01-2019-0029

Cheng, B. L., & Rashid, M. Z. A. (2013). Service quality and the mediating effect of corporate image on the relationship between customer satisfaction and customer loyalty in the Malaysian hotel industry. Gadjah Mada International Journal of Business, 15(2), 99-112. https://doi.org/10.22146/gamaijb.5474

Cheng, T. C. E., Lai, L. C. F., & Yeung, A. C. L. (2008). The driving forces of customer loyalty: A study of internet service providers in Hong Kong. International Journal of E-Business Research, 4(4), 26-42. https://doi.org/10.4018/jebr.2008100103

Chung, K. H., Yu, J. E., Choi, M. G., & Shin, J. I. (2015). The effects of CSR on customer satisfaction and loyalty in China: The moderating role of corporate image. Journal of Economics, Business and Management, 3(5), 542-547. https://doi.org/10.7763/JOEBM.2015.V3.243

Hair, J. F., Ringle, C. M., & Sarstedt, M. (2011). PLS-SEM: Indeed a silver bullet. The Journal of Marketing Theory and Practice, 19(2), 139-151. https://doi.org/10.2753/MTP1069-6679190202

Hair, J. F., Risher, J. J., Sarstedt, M., & Ringle, C. M. (2019). When to use and how to report the results of PLS-SEM. European Business Review, 31(1), 2-24. https://doi.org/10.1108/EBR-11-2018-0203

Han, H., & Ryu, K. (2009). The roles of the physical environment, price perception, and customer satisfaction in determining customer loyalty in the restaurant industry. Journal of Hospitality & Tourism Research, 33(4), 487-510. https://doi.org/10.1177/1096348009344212

Henseler, J., Ringle, C. M., & Sarstedt, M. (2015). A new criterion for assessing discriminant validity in variance-based structural equation modeling. Journal of the Academy of Marketing Science, 43(1), 115-135. https://doi.org/10.1007/s11747-014-0403-8

Homburg, C., & Giering, A. (2001). Personal characteristics as moderators of the relationship between customer satisfaction and loyalty: An empirical analysis. Psychology & Marketing, 18(1), 43-66. https://doi.org/10.1002/1520-6793(200101)18:1<43::AIDMAR3>3.0.CO;2-I

Hur, W. M., Park, J., & Kim, M. (2010). The role of commitment on the customer benefits loyalty relationship in mobile service industry. The Service Industries Journal, 30(14), 2293-2309. https://doi.org/10.1080/02642060802629877

Iglesias, M. P., & Guillen, M. J. Y. (2004). Perceived quality and price: Their impact on the satisfaction of restaurant customers. International Journal of Contemporary Hospitality Management, 16(6), 373-379. https://doi.org/10.1108/09596110410550824

Ing, P. G., Lin, N. Z., Xu, M., & Thurasamy, R. (2019). Customer loyalty in Sabah full service restaurant. Asia Pacific Journal of Marketing and Logistics. Advance online publication. https://doi.org/10.1108/APJML-07-2019-0437

Izogo, E. E., & Ogba, I. E. (2015). Service quality, customer satisfaction and loyalty in automobile repair services sector. International Journal of Quality & Reliability Management, 32(3), 250-269. https://doi.org/10.1108/IJQRM-05-2013-0075

Katarina, S., & Saini, V. (2020). The mediating impact of customer satisfaction in relation of brand equity and brand loyalty: An empirical synthesis and re-examination. South Asian Journal of Business Studies, 9(1), 62-87. https://doi.org/10.1108/SAJBS-03-2019-0046

Kim, H. J. (2011). Service orientation, service quality, customer satisfaction, and customer loyalty: Testing a structural model. Journal of Hospitality Marketing & Management, 20(6), 619-637. https://doi.org/10.1080/19368623.2011.577698

Kitapci, O., Dortyol, I. T., Yaman, Z., & Gulmez, M. (2013). The paths from service quality dimensions to customer loyalty: An application on supermarket customers. Management Research Review, 36(3), 239-255. https://doi.org/10.1108/01409171311306391

Kotler, P., & Armstrong, G. (2010). Principles of Marketing (13th ed.). Pearson Prentince Hall.

Lin, H. H. (2015). The effects of price-matching guarantees on consumer response in an online retail context: The moderating role of consumer search costs. Journal of Service Theory and Practice, 25(6), 658-679. https://doi.org/10.1108/JSTP-05-2014-0100

Makanyeza, C., & Chikazhe, L. (2017). Mediators of the relationship between service quality and customer loyalty: Evidence from the banking sector in Zimbabwe. International Journal of Bank Marketing, 35(3), 540-556. https://doi.org/10.1108/IJBM-11-2016-0164

Mathieu, J. E., & Zajac, D. M. (1990). A review and meta-analysis of the antecedents, correlates, and consequences of organizational commitment. Psychological Bulletin, 108(2), 171-193. https://doi.org/10.1037/0033-2909.108.2.171

Moorman, C., Despande, R., & Zaltman, G. (1993). Factor affecting trust in market research relationships. Journal of Marketing, 57(1), 81-101.https://doi.org/10.1177/002224299305700106

Oliver, R. L. (1999). Whence consumer loyalty? Journal of Marketing, 63, 33-44. https://doi.org/10.1177/00222429990634s105

Oliver, R. L. (2015). Satisfaction: A Behavioral Perspective on The Customer (10th ed.). Routledge.

Omoregie, O. K., Addae, J. A., Coffie, S., Ampong, G. O. A., & Ofori, K. S. (2019). Factors influencing consumer loyalty: Evidence from the Ghanaian retail banking industry. International Journal of Bank Marketing, 37(3), 798-820. https://doi.org/10.1108/IJBM-04-2018-0099

Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1985). A conceptual model of service quality and its implications for future research. Journal of Marketing, 49(4), 41-50. https://doi.org/10.1177/002224298504900403

Patrick, A. S. (2002). Building trustworthy software agents. IEEE Internet Computing, 6(6), 46-53. https://doi.org/10.1109/MIC.2002.1067736

Prakash, A., & Mohanty, R. P. (2012). Understanding service quality. Production Planning & Control, 24(12), 1-16. https://doi.org/10.1080/09537287.2011.643929

Prayitno, T. H. (2016). The effect of price perception and convenience online shopping towards customer satisfaction of batik products in Indonesia. International Journal of Recent Advances in Multidisciplinary Research, 3(12), 2086-2091.

Quoquab, F., Sadom, N. Z. M., & Mohammad, J. (2019). Driving customer loyalty in the Malaysian fast food industry: The role of halal logo, trust and perceived reputation. Journal of Islamic Marketing. Advance online publication. https://doi.org/10.1108/JIMA-01-2019-0010

Rahmawati, V. (2013). Intention to purchase the private label brand: The Roles of financial risk perception, price, and value consciousness for consumers of hypermarket in Surabaya. Journal of Economics, Business, and Accountancy Ventura, 16(1), 119-134. http://dx.doi.org/10.14414/jebav.v16i1.129

Ramaseshan, B., Rabbanee, F. K., & Hui, L. T. H. (2013). Effects of customer equity drivers on customer loyalty in B2B context. Journal of Business & Industrial Marketing, 28(4), 335-346. https://doi.org/10.1108/08858621311313929

Rotter, J. B. (1967). A new scale for the measurement of interpersonal trust. Journal of Personality, 35(4), 651-665. https://doi.org/10.1111/j.1467-6494.1967.tb01454.x

Samah, I. H. A., Rashid, I. M. A., Rani, M. J. A., Rahman, N. I. A., Ali, M. A., & Abdullah, M. F. S. (2015). The roles of price perception and physical environment in determining customer loyalty: Evidence from fast food restaurant of Malaysia. International Journal of Development Research, 5(5), 4366-4370.

Slack, N. J., & Singh, G. (2020). The effect of service quality on customer satisfaction and loyalty and the mediating role of customer satisfaction: Supermarkets in Fiji. The TQM Journal, 32(3), 543-558. https://doi.org/10.1108/TQM-07-2019-0187

Solimun, & Fernandes, A. A. R. (2018). The mediation effect of customer satisfaction in the relationship between service quality, service orientation, and marketing mix strategy to customer loyalty. Journal of Management Development, 37(1), 76-87. https://doi.org/10.1108/JMD-12-2016-0315

Thakur, R. (2016). Understanding customer engagement and loyalty: A case of mobile devices for shopping. Journal of Retailing and Consumer Services, 32, 151-163. https://doi.org/10.1016/j.jretconser.2016.06.004

Widyastutir, S., & Said, M. (2017). Consumer consideration in purchase decision of SPECS sports shoes product through brand image, product design and price perception. International Journal of Supply Chain Management, 6(4), 199-207.

Zhang, M., Xie, Y., Huang, L., & He, Z. (2014). Service quality evaluation of car rental industry in China. International Journal of Quality & Reliability Management, 31(1), 82-102. https://doi.org/10.1108/IJQRM-11-2012-0146

Zietsman, M. L., Mostert, P., & Svensson, G. (2019). Perceived price and service quality as mediators between price fairness and perceived value in business banking relationships: A micro-enterprise perspective. International Journal of Bank Marketing, 37(1), 2-19. https://doi.org/10.1108/IJBM-07-2017-0144