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All Journal Journal of Innovation Research and Knowledge Jurnal Pengabdian Masyarakat Indonesia Sejahtera
Nanang Andhiyan Mergining Mei
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Religion Humanities Computer Science & IT Economics, Econometrics & Finance Education Electrical & Electronics Engineering Health Professions Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Public Health Social Sciences

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Sosialisasi Pengaruh Kualitas Layanan dan Kepuasan Konsumen Terhadap Loyalitas Konsumen pada Perusahaan Jasa Perjalanan Wisata Mojopahit Tour & Travel di Mojokerto Nanang Andhiyan Mergining Mei; Wahyu Adhafiya; Maersa Berlina Putri Rifai
Jurnal Pengabdian Masyarakat Indonesia Sejahtera Vol. 3 No. 4 (2024): Desember: Jurnal Pengabdian Masyarakat Indonesia Sejahtera
Publisher : STAI YPIQ BAUBAU, SULAWESI TENGGARA

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.59059/jpmis.v3i4.1784

Abstract

The high number of domestic (domestic) tourists increases competition between travel entrepreneurs in providing satisfaction to consumers. Satisfied consumers will recommend to others. This is what is called loyalty. Between service quality, customer satisfaction and loyalty are a series. Majapahit tour & travel as one of the travel service providers does not yet know the relationship and influence between service quality, consumer satisfaction and consumer loyalty. The problem that partners often encounter is a lack of understanding of the service quality factors that determine consumer satisfaction and loyalty to their business so that partners only carry out routine activities. The importance of service quality is proven by research which is followed by outreach to partners so that partners better understand and know which parts to focus on to provide more satisfaction to consumers.
PENGARUH KUALITAS LAYANAN TERHADAP LOYALITAS KONSUMEN MELALUI KEPUASAN KONSUMEN SEBAGAI VARIABEL INTERVENING PADA MAJAPAHIT TOUR AND TRAVEL MOJOKERTO Nanang Andhiyan Mergining Mei; Anna Kridaningsih; Wahyu Adhafiya; Berlina Putri Rifai
Journal of Innovation Research and Knowledge Vol. 4 No. 7: Desember 2024
Publisher : Bajang Institute

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.53625/jirk.v4i7.9065

Abstract

The high number of domestic (domestic) tourists increases competition between travel entrepreneurs in providing satisfaction to consumers. Satisfied consumers will recommend to others. This is what is called loyalty. Between service quality, customer satisfaction and loyalty are a series. From this explanation, this research was carried out which aims to test and prove the influence of service quality on consumer loyalty through consumer satisfaction at Majapahit Tour & Travel Mojokerto.There are 3 variables, namely service quality variables, consumer satisfaction and consumer loyalty. Data processing uses SmartPLS 4.1. The results of the hypothesis test showed that there is an influence of service quality on consumer satisfaction (P values 0.000 < 0.05), there is an influence of service quality on consumer loyalty (P values 0.001 < 0.05), there is an influence of consumer satisfaction on consumer loyalty (P values 0.015 < 0.05) , and a significant influence of service quality on consumer loyalty through consumer satisfaction (P value 0.011 < 0.05). From the adjusted R square value, it is known that the influence of service quality on consumer satisfaction is 68.3%, the influence of service quality and satisfaction on consumer loyalty is 79.5%.
Co-Authors Berlina Putri Rifai Kridaningsih, Anna Maersa Berlina Putri Rifai Wahyu Adhafiya