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Handayani, Siti Dyah
Universitas Muhammadiyah Yogyakarta
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Journal : Interdisciplinary Social Studies

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Service Innnovation, Service Delivery System, and Customers’ Satisfactory’s Correlation with Official Honda’s Dealer’s Customers’ Loyalty Jati, L. Jatmiko; Nuryakin, Nuryakin; Handayani, Siti Dyah
Interdisciplinary Social Studies Vol. 1 No. 4 (2022): Reguler Issue
Publisher : International Journal Labs

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.55324/iss.v1i4.84

Abstract

Background: Consumers will be more picky in choosing services and products as a result of the tight competition and the decline in consumer spending power caused by the Covid-19 pandemic factor. Consumers will opt for high-quality services or products at reasonable costs, as well as the greatest service and promotions that can entice them. As a result, organizations must carefully assess the four areas in order to meet consumer expectations. Aim: This study aims to examine the effect of service innovation, service delivery system, and customer satisfaction on customer loyalty at Honda authorized dealers. Method: This study uses a quantitative research approach to investigate the relationship between service innovation, service delivery systems, customer satisfaction, and customer loyalty. To achieve the research objectives, data were collected from respondents, namely consumers of authorized Honda dealers in Bantul Regency. Using structural equation modeling, and after a series of exploratory and confirmatory factors were analyzed, the authors tested an integrated model of the relationship between service innovation, service delivery systems, customer satisfaction, and customer loyalty. Findings: The results of this study indicate that service innovation has a significant effect on service delivery systems, service innovations have a significant effect on customer satisfaction, service delivery systems have a significant effect on customer satisfaction, service innovations have an insignificant effect on customer loyalty, service delivery systems have an insignificant effect on customer loyalty, and customer satisfaction has a significant effect on customer loyalty.
Co-Authors 'Aini, Qurratul Argiansyah, Aris Az Zahra, Fatimah Baskara, Abdullah Dewi Kusumawati, Dewi Firman Pribadi Fitria Nur Hasanah Hendrwan, Nadiva Syabilla Sari Heru Kurnianto Tjahjono Hery Widijanto Holijah, Siti Inna Sholihati Embrik, Inna Sholihati Lagosa, I Wayan Tio Maya Lestari, Maya Mohammad Syafril Nusyirwan, Mohammad Syafril Mohandes, Raynard Haryono Mudzakir, Azis Muhammad fauzan Nihayah, Ade Isma Maula Nurhayati, Helena Nuryakin, Nuryakin Qamari, Ika Nurul Ramadhan, Najmi Hibatullah Retno Widowati Sarofah, Nafidlotul Shohibul Umam, Shohibul Sidik, Rifky Muhammad Sugeng Riyanto Susetyo, Prabowo Tejo Susilo, Ni’matul Salsabila Triana Helmawati, Triana Vega, Amelia Widyasari, Maya Yunahar, Rifqi Aulawi Yunahar, Rifqi Aulawi