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Kunartinah .
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PENGARUH KUALITAS LAYANAN DAN BAURAN PEMASARAN TERHADAP KEPUASAN DAN DAMPAKNYA TERHADAP LOYALITAS (Studi Kasus pada Astra Motor Weleri) Gatot Ragil Saputro, 09.05.51.0035; ., Kunartinah
Students Journal of Economic and Management Vol 2, No 1 (2013): VOL. 2 NO. 1 EDISI PERTAMA 2013
Publisher : Students Journal of Economic and Management

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This study analyzes the relationship between service quality and customer satisfaction marketing mix in the form of customer loyalty. The object of this study is Astra Motor Weleri. Problems in the study refers to the phenomenon of the fall in sales of motorcycle dealers motorcycle astra Weleri significantly in March, August and September 2012. purpose of the study was formulated to examine factors - factors that affect customer loyalty.Models that were formulated in this study aims to provide a critical understanding of the concept and measurement of customer loyalty. Researchers incorporate elements of quality of services, marketing mix and customer satisfaction as the mediation and have significant consequences for customer loyalty. In addition to a theoretical modeling, this study has formulated five hypotheses. Purposive sampling method was chosen to obtain the required data in this study. The study used 84 respondents and all respondents were clients Astra Motor Weleri customers. Data analysis using regression analysis with SPSS.Test results showed that the f in say marketing mix, service quality and satisfaction with the same effect on customer loyalty. Test the hypothesis that all the variables have a positive and significant impact on customer satisfaction and loyalty. Multiple regression analysis of the quality of service expressed a greater effect on satisfaction in the appeal of the marketing mix, and satisfaction greater influence on loyalty than quality of service and the marketing mix. Test of mediation states that the indirect effect of service quality and greater marketing mix appeal direct effect, so the satisfaction of a mediating variable.The final conclusion of this study can be recommended as an input to management. Researchers believe that an approach that deals with dimensions of service quality and customer satisfaction can help managers improve customer loyalty, because the two most important veriabel to increase customer loyalty and customer satisfaction first must feel to be loyal.Key words: Quality Service, marketing mix, and Customer Satisfaction And Loyalty customers
PENGARUH DIMENSI KUALITAS LAYANAN TERHADAP KEPUASAN PELANGGAN SWALAYAN ADA SILIWANGI SEMARANG Ikfi Khayati, 09.05.51.0097; ., Kunartinah
Students Journal of Economic and Management Vol 2, No 1 (2013): VOL. 2 NO. 1 EDISI PERTAMA 2013
Publisher : Students Journal of Economic and Management

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The study entitled Effect Dimension of Quality of Service Supermarket Customer Satisfaction Siliwangi Semarang There is research to investigate and analyze whether the variables of tangible, reliability, responsiveness, assurance and empathy on the quality of services provided by the Supermarket There Siliwangi partially or jointly have an influence on customer satisfaction, the researchers took the title of "THE INFLUENCE DIMENSION OF SERVICE QUALITY CUSTOMER SATISFACTION IS SILIWANGI SUPERMARKETS SEMARANG". The number of samples used in this study were 100 respondents. The sampling technique used is purposive sampling or by selecting the respondents according to the requirements to become a respondent a scale meet by accident is at least have shopped more than three times and age above 18 years.The result is dimension tangible (X1), reliability (X2), responsiveness (X3), assrance (X4), and empathy (X5) and siginfikan positive effect on customer satisfaction (Y). From the results of the regression equation that has the greatest influence on empathy and responsiveness possessed the smallest influence. This study has limitations that the variables used was limited to the dimensions of quality of service, while there are many other factors that can affect a customers satisfaction. Therefore, further research is suggested to consider other variables that have not been found in this study and a wider sampling.Key words: Variable dimension service quality tangible, Reliability, Responsiveness, Assurance, Empathy and Customer Satisfaction
Co-Authors 09.05.51.0035 Gatot Ragil Saputro 09.05.51.0097 Ikfi Khayati Fajar Sukoco Kis Indriyaningrum Muhaimin .