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All Journal MAGISTRA: Media Pengembangan Ilmu Pendidikan Dasar dan Keislaman Economic Education Analysis Journal Edulingua: Jurnal Linguistiks Terapan dan Pendidikan Bahasa Inggris Sosio Dialektika SELL (Scope of English Language Teaching, Linguistics, and Literature) Journal Jurnal CULTURE (Culture, Language, and Literature Review) ELECTRUM: The English Language and Education Spectrum MAGISTRA: Media Pengembangan Ilmu Pendidikan Dasar dan Keislaman J-ABDIPAMAS (Jurnal Pengabdian Kepada Masyarakat) Jurnal Pengabdian Kepada Masyarakat Jurnal Pengabdian Masyarakat dan Riset Pendidikan Jurnal Progress: Wahana Kreativitas dan Intelektualitas SELL (Scope of English Language Teaching, Linguistics, and Literature) Journal
Ulya Himawati
Universitas Wahid Hasyim
Religion Humanities Economics, Econometrics & Finance Education Languange, Linguistic, Communication & Media Library & Information Science Mathematics Social Sciences Other

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Journal : Economic Education Analysis Journal

 1 
PENGARUH KUALITAS LAYANAN, KEPUASAN PELANGGAN DAN BUDAYA GUSJIGANG TERHADAP LOYALITAS PELANGGAN Himawati, Ulya; Prajanti, Sucihatiningsih Dian Wisika
Economic Education Analysis Journal Vol 6 No 3 (2017): Economic Education Analysis Journal
Publisher : Department of Economics Education, Faculty of Economics, Universitas Negeri Semarang

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Abstract

penelitian ini adalah untuk mengetahui bagaimana pengaruh positif dan signifikan kualitas layanan, kepuasan pelanggan dan budaya gusjigang terhadap loyalitas pelanggan secara parsial maupun secara simultan. Populasi penelitian ini adalah pelanggan dari toko grosir pada Pasar Kliwon Kudus. Pelanggan yang tidak terdeteksi jumlahnya maka dalam penelitian ini diambil jumlah sampel sebanyak 200 orang (Hair, et. al) untuk dijadikan sebagai responden dari penelitian ini. Metode pengumpulan data menggunakan angket. Sedangkan untuk metode analisis data menggunakan Analisis Statistik Deskriptif. Hasil penelitian menunjukkan bahwa kualitas layanan berpengaruh terhadap loyalitas pelanggan sebesar 18,14 %. Kepuasan pelanggan mempengaruhi loyalitas pelanggan sebesar 49,84 % dan budaya gusjigang berpengaruh terhadap loyalitas pelanggan sebesar 15,05 %. Berdasarkan hasil penelitian, dapat disimpulkan bahwa kualitas layanan, kepuasan pelanggan dan budaya gusjigang memberikan pengaruh positif dan signifikan terhadap loyalitas pelanggan baik secara parsial maupun secara simultan. purpose of this research is to determine how the positive and significant impact of service quality, customer satisfaction, customer loyalty and gusjigang culture partially or simultaneously to customer loyalty. The population in this research was a customer of the grocery store in the Pasar Kliwon Kudus. As the amount of customers were not detected in this research, so it was chosen 200 persons as the sample of this research (Hair, et. al) to be the respondents on this reseach. The method of data collection was questionnaire. The method of data analysis was descriptive statistics analysis. The results show that the service quality influence 18.14% on customer loyalty. Customer satisfaction influence 49.84% on customer loyalty and culture gusjigang influence on customer loyalty 15.05%. Based on the results, it can be concluded that the service quality, customer satisfaction and culture gusjigang have effect and significant impact on customer loyalty either partially or simultaneously.
Co-Authors Drajat Wibowo Ersila Devy Rinjani Eva Fatimah Fadhilatul Amalya Azizah Firsa Ulfiana fitria Martanti Gadis Herningtyasari Hamidatur Rohmah Hayu Dian Yulistianti M. Ahsanul Husna Man Sakrany Masfa Maiza, Masfa Nailil Hikmah Hikmah Nugroho Prima Indra Jaya Pratama Irwin Talenta Santi Andriyani Sucihatiningsih Dian Wisika Prajanti Tahta Al Fina