Research Paper
Year: 2019 | Month: October | Volume: 6 | Issue: 10 | Pages: 194-204
Analysis on the Influence of Service Quality on Customer Loyalty with Customer Satisfaction as Intervening Variable (Case Study: PT. Xtend Integrasi Indonesia)
Ayunda Pratiwi1, Amrin Fauzi2, Beby Karina Fawzeea Sembiring3
123Master of Management, Universitas Sumatera Utara, Indonesia
Corresponding Author: Ayunda Pratiwi
ABSTRACT
In today’s digital era, the need for IT (information technology) is increasing which exists in various aspects of life. A company often needs IT consultant in the process of IT design and application. Customer satisfaction becomes the key component in maintaining its survival. Good service quality will bring about customer satisfaction which will eventually cause customer loyalty. The objective of the research was to find out and to analyze the influence of service quality (tangible, reliability, responsiveness, assurance, and empathy) on customer loyalty with customer satisfaction as intervening variable at PT Xtend Integrasi Indonesia. The research used explanatory research method which was aimed to analyze the correlation between one variable and other variables. The population was the internet users at PT Xtend Integrasi Indonesia, and the samples were taken by using simple random sampling technique. The data were gathered by using questionnaires and analyzed by using path analysis. The result of the research showed that 1) tangible and reliability partially had positive and significant influence on customer satisfaction while responsiveness, assurance, and empathy and positive but insignificant influence, 2) service quality (tangible, reliability, responsiveness, assurance, and empathy) simultaneously had significant influence on customer satisfaction, 3) tangible and reliability partially had negative and insignificant influence on customer loyalty, responsiveness and empathy had positive ad insignificant influence on customer loyalty, and assurance and customer satisfaction had positive and significant influence on customer loyalty, 4) service quality (tangible, reliability, responsiveness, assurance, and empathy) simultaneously had significant influence on customer loyalty, 5) tangible, reliability, and empathy partially had indirect and insignificant influence on customer loyalty, responsiveness had direct and insignificant influence on customer loyalty through customer satisfaction while assurance partially had had direct and significant influence on customer satisfaction.
Key words: Service Quality, Tangible, Reliability, Responsiveness, Assurance, Empathy, Customer Satisfaction, Customer Loyalty
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