期刊名称：Indonesian Journal of Business and Entrepreneurship
印刷版ISSN：2407-5434
电子版ISSN：2407-7321
出版年度：2018
卷号：4
期号：1
页码：75-87
DOI：10.17358/ijbe.4.1.75
语种：English
出版社：Bogor Agricultural University
摘要：This research aimed to measure the Customer Satisfaction Index (CSI) and Customer Loyalty Index (CLI),analyze the effects of service quality and corporate image on customer satisfaction,analyze the effects of service quality and corporate image on customer loyalty,analyze the effects of customer satisfaction on customer loyalty,analyze the indicators of service quadrants required to be improved by using the Cartesian diagram,and analyze the managerial implications for the company in an effort to improve customer satisfaction and customer loyalty.The method used in the research was surveys supported by questionnaires to the customers of importers of KSO SCISI.The determination of the respondents was carried out using the nonprobability sampling,and the data were analyzed using CSI (Customer Satisfaction Index),CLI (Customer Loyalty Index),Structural Equation Modeling Linear Structural Relationship (SEM LISREL) and IPA (Importance Performance Analysis).The results of the research show that service quality had positive effects on customer satisfaction,the corporate image had positive effects on customer satisfaction,the service quality had positive and significant effects on customer loyalty,and the corporate image had positive effects on customer loyalty while customer satisfaction had no positive effects on loyalty.The Customer Satisfaction Index indicates that the customers were satisfied with the services provided by KSO SCISI,and the Customer Loyalty Index also indicates that the customers were loyal to the services provided by KSO SCISI.
其他摘要：Penelitian ini bertujuan mengukur Indeks Kepuasan Pelanggan (CSI ) dan Indeks Loyalitas Pelanggan (CLI),menganalisis pengaruh kualitas pelayanan dan citra perusahaan terhadap kepuasan pelanggan,menganalisis pengaruh kualitas pelayanan dan citra perusahaan terhadap loyalitas pelanggan,menganalisis pengaruh kepuasan pelanggan terhadap loyalitas pelanggan,menganalisis indikator kuadran layanan yang harus diperbaiki dengan menggunakan diagram kartesius dan implikasi manajerial bagi perusahaan dalam upaya meningkatkan kepuasan pelanggan dan loyalitas pelanggan.Metoda penelitian dengan melakukan suvai kepada importir pelanggan KSO SCISI yang dipandu dengan kuisioner.Penentuan responden dilakukan secara non probability sampling.Teknik analisis data menggunakan CSI (Customer Satisfaction Index),CLI (Customer Loyalty Index),Structural Equation Modelling Linear Structural Relationship (SEM LISREL) dan IPA (Importance Performance Analysis).Hasil Penelitian menunjukkan bahwa kualitas pelayanan berpengaruh positif signifikan terhadap kepuasan pelanggan,citra perusahaan berpengaruh positif signifikan terhadap kepuasan pelanggan,kualitas layanan berpengaruh positif signifikan terhadap loyalitas pelanggan,citra perusahaan berpengaruh positif signifikan terhadap loyalitas pelanggan,kepuasan pelanggan berpengaruh signifikan positif terhadap loyalitas.Indeks Kepuasan Pelanggan menunjukkan bahwa pelanggan puas dengan pelayanan yang dilakukan KSO SCISI dan Indeks loyalitas pelanggan juga menunjukkan bahwa pelanggan termasuk loyal terhadap layanan yang dilakukan oleh KSO SCISI.
