Main Article Content
Abstract
Tujuan dari penelitian ini adalah untuk menguji pengaruh kualitas pelayanan dan kepuasan pelanggan terhadap niat beli ulang. Konsumen merupakan aset penting dan menentukan keberhasilan suatu bisnis. Konsumen yang puas akan membeli ulang di toko tersebut. Indikator kepuasan pelanggan harus seiring dengan peningkatan kualitas pelayanan. Oleh karena itu, kualitas pelayanan yang baik akan membuat konsumen merasa puas dan akhirnya melakukan pembelian ulang. Kualitas pelayanan diukur dengan menggunakan RSQS (Retail Service Quality Scale) yang dianggap lebih tepat karena objek penelitiannya adalah konsumen hypermart Penelitian ini merupakan penelitian kuantitatif. Jumlah responden sebanyak 148 orang. Hasil penelitian menemukan bahwa kualitas pelayanan tidak berpengaruh terhadap niat beli ulang, kepuasan pelanggan tidak berpengaruh terhadap niat beli ulang. Secara simultan kualitas pelayanan dan kepuasan pelanggan berpengaruh terhadap niat beli ulang.
Kata Kunci: Niat Beli Ulang; Kualitas Layanan; Kepuasan Pelanggan
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References
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- Abbas, Salim.(2000). Manajemen Transportasi. Cetakan Pertama. Edisi Kedua. Ghalia Indonesia. Jakarta
- Anggraeni, M. F., dan Listyorini, S. (2015). “Pengaruh Perceived Value dan Brand Image Terhadap Repurchase Intention Melalui Word Of Mouth Sebagai Variabel Intervening Smartphone Samsung Galaxy Series (Studi Kasus Pada Mahasiswa S1 FISIP UNDIP)”, Diponegoro Journal of Social and Political of Science. Pp 1-9
- Assael, Henry. (1998). Consumer Behavior and Marketing Action 6th Edition, New. York: South Western College Publishing
- Berman, B. and Evans, J.R.. (2001).Retail Management. 10th Edition. USA: Macmillian Publising Company.
- Bitner, M.J. (1990). Ëvaluating Service Encounters: The Effects of Physical Surruondings and Employee Responses”, Journal of Marketing. 58(1), 125-131
- Bolton, R.N., dan Drew, J.H. (1991). “A Multistage Model of Customers’Assessments of Service Quality and Value”, Journal of Consumer Research. 17(4), 375-384
- Cooper, D.R., dan Schindler, P.S. (2014). Business Research Methods, 12th ed. Mc. Graw Hill, Amerika
- Cronin, J.J., dan Taylor, S.A. (1992). “Measuring Service Quality. A Reexamination and Extension”, Journal of Marketing. 58(1), 125-131
- Cronin, J.J., dan Taylor, S.A. (1994). “Servperf versus Servqual: Reconciling Performance-Based And Perceptions-Minus-Expectations Measurement of Service Quality”, Journal of Marketing. 56(3)
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- Gilbert, David. (2003). Retail Marketing Management. Financial Times Prentice Hall.
- Ghozali, Imam. (2011). Aplikasi Analisis Multivariate dengan Program IMB SPSS 19, Semarang: Badan Penerbit Undip
- Kotler, Philip. (1997). Manajemen Pemasaran: Analisis Perencanaan dan Implementasi dan Kontrol, Jakarta: Prenhalindo
- Lovelock, C, dan John Wirtz. (2011). Pemasaran Jasa Perspektif edisi 7. Jakarta : Erlangga.
- Parasuraman, A., Zeithaml, V.A., dan Berrt, L.L. (1988). “SERVQUAL: A Multiple-Item Scale for Measuring Consumer Perceptions of Service Quality”, Journal of Retailing. 12-40
- Purbasari, D.M., dan Purnamasari, D.L. (2018). “Pengaruh Kualitas Pelayanan dan Kepuasan Pelanggan Terhadap Pembelian Ulang”, Jurnal Inspirasi Bisnis dan Manajemen. 2(1), 43-54
- Risch, Ernest H. (1991). Retail Merchandising (2th ed.). Macmillan Publishing Company a division of Macmillan, Inc.
- Sujarweni, V. Wiratna. (2014). SPSS untuk Penelitian, Yogyakarta; Pustaka Baru Press
- Sugiyono (2009). Metode Penelitian Kuantitatif, Kualitatif dan R&D, Bandung : Alfabeta
- Wibowo, S.W., Ruswanti, E., & Januarko, U. (2013). “Pengaruh Persepsi Kualitas Pelayanan Terhadap Niat Pembelian Ulang Pada Toko Buku Gramedia Yogyakarta”, Jurnal Ekonomi, Volume 4 No 1, 56-64
- Wulandari, S., dan Marlena, N. (2020). “Pengaruh Kualitas Layanan Terhadap Minat Beli Ulang Dengan Kepuasan Konsumen Sebagai Variabel Intervening Pada Pengguna Transportasi Migo Di Surabaya”, Jurnal Pendidikan Tata Niaga, Vol.8(2), 791-797
- Woodside, A.G., Frey, L.L., dan Daly, R.T. (1989). “Linking Service Quality, Customer Satisfaction, and Behavioral Intention”, Journal of Health Care Marketing. 9(4), 5-17
References
Anderson, E.W., dan Sullivan, M.W. (1993). “The Antecedents and Consequences of Customer Satisfaction For Firms”, Marketing Science. Vol.12, No. 2. pp.125-143
Abbas, Salim.(2000). Manajemen Transportasi. Cetakan Pertama. Edisi Kedua. Ghalia Indonesia. Jakarta
Anggraeni, M. F., dan Listyorini, S. (2015). “Pengaruh Perceived Value dan Brand Image Terhadap Repurchase Intention Melalui Word Of Mouth Sebagai Variabel Intervening Smartphone Samsung Galaxy Series (Studi Kasus Pada Mahasiswa S1 FISIP UNDIP)”, Diponegoro Journal of Social and Political of Science. Pp 1-9
Assael, Henry. (1998). Consumer Behavior and Marketing Action 6th Edition, New. York: South Western College Publishing
Berman, B. and Evans, J.R.. (2001).Retail Management. 10th Edition. USA: Macmillian Publising Company.
Bitner, M.J. (1990). Ëvaluating Service Encounters: The Effects of Physical Surruondings and Employee Responses”, Journal of Marketing. 58(1), 125-131
Bolton, R.N., dan Drew, J.H. (1991). “A Multistage Model of Customers’Assessments of Service Quality and Value”, Journal of Consumer Research. 17(4), 375-384
Cooper, D.R., dan Schindler, P.S. (2014). Business Research Methods, 12th ed. Mc. Graw Hill, Amerika
Cronin, J.J., dan Taylor, S.A. (1992). “Measuring Service Quality. A Reexamination and Extension”, Journal of Marketing. 58(1), 125-131
Cronin, J.J., dan Taylor, S.A. (1994). “Servperf versus Servqual: Reconciling Performance-Based And Perceptions-Minus-Expectations Measurement of Service Quality”, Journal of Marketing. 56(3)
Dabholkar, P.A., Thorpe,D.I., dan Rentz, J.O. (1996). Ä Measure of Service Quality for Retail Stores: Scale Development and Validation”, Journal of The Academy of Marketing Science. 24(1), 3-16
Davidson, William. R., et, al. (1998), Retailing Management, Sixth Edition, John Willey & Sons: New York.
Gilbert, David. (2003). Retail Marketing Management. Financial Times Prentice Hall.
Ghozali, Imam. (2011). Aplikasi Analisis Multivariate dengan Program IMB SPSS 19, Semarang: Badan Penerbit Undip
Kotler, Philip. (1997). Manajemen Pemasaran: Analisis Perencanaan dan Implementasi dan Kontrol, Jakarta: Prenhalindo
Lovelock, C, dan John Wirtz. (2011). Pemasaran Jasa Perspektif edisi 7. Jakarta : Erlangga.
Parasuraman, A., Zeithaml, V.A., dan Berrt, L.L. (1988). “SERVQUAL: A Multiple-Item Scale for Measuring Consumer Perceptions of Service Quality”, Journal of Retailing. 12-40
Purbasari, D.M., dan Purnamasari, D.L. (2018). “Pengaruh Kualitas Pelayanan dan Kepuasan Pelanggan Terhadap Pembelian Ulang”, Jurnal Inspirasi Bisnis dan Manajemen. 2(1), 43-54
Risch, Ernest H. (1991). Retail Merchandising (2th ed.). Macmillan Publishing Company a division of Macmillan, Inc.
Sujarweni, V. Wiratna. (2014). SPSS untuk Penelitian, Yogyakarta; Pustaka Baru Press
Sugiyono (2009). Metode Penelitian Kuantitatif, Kualitatif dan R&D, Bandung : Alfabeta
Wibowo, S.W., Ruswanti, E., & Januarko, U. (2013). “Pengaruh Persepsi Kualitas Pelayanan Terhadap Niat Pembelian Ulang Pada Toko Buku Gramedia Yogyakarta”, Jurnal Ekonomi, Volume 4 No 1, 56-64
Wulandari, S., dan Marlena, N. (2020). “Pengaruh Kualitas Layanan Terhadap Minat Beli Ulang Dengan Kepuasan Konsumen Sebagai Variabel Intervening Pada Pengguna Transportasi Migo Di Surabaya”, Jurnal Pendidikan Tata Niaga, Vol.8(2), 791-797
Woodside, A.G., Frey, L.L., dan Daly, R.T. (1989). “Linking Service Quality, Customer Satisfaction, and Behavioral Intention”, Journal of Health Care Marketing. 9(4), 5-17