ANTESEDEN LOYALITAS PELANGGAN DOMESTIK GARUDA INDONESIA DI KOTA AMBON
Corresponding Author(s) : Saul Ronald Jacob Saleky
Jurnal Minds: Manajemen Ide dan Inspirasi,
Vol. 4 No. 1 (2017): June
Abstract
Penelitian ini bertujuan untuk menganalisis anteseden yang berpengaruh terhadap loyalitas pelanggan Garuda Indonesia pada rute domestik di Kota Ambon, Data dikumpulkan menggunakan kuesioner yang dibagikan kepada 135 orang pelanggan yang menggunakan penerbangan Garuda Indonesia dari dan ke Ambon. Data yang dikumpulkan selanjutnya diolah dan dihitung menggunakan SPSS 21 dan selanjutnya dianalisis menggunakan analisis regresi. Hasilnya menunjukan variabel kuaitas layanan berpengaruh positif dan signifikan baik secara langsung maupun tidak langsung terhadap komitmen, kepercayaan, dan loyalitas pelanggan Garuda Indonesia. Selanjutnya, variabel kepercayaan juga berpengaruh positif dan signifikan baik secara langsung maupun tidak langsung terhadap komitmen dan loyalitas pelanggan Garuda Indonesia. Demikian pula variabel komitmen pelanggan memiliki pengaruh yang positif dan signifikan terhadap loyalitas pelanggan Garuda Indonesia. Selanjutnya, dari hasil tersebut penelitian ini merekomendasikan agar dalam usaha untuk membangun kepercayaan, komitmen dan loyalitas, Garuda Indonesia hendaknya dapat terus meningkatkan pelayanan yang berkualitas secara terus-menerus di masa mendatang
Keywords
Kualitas Layanan
Kepercayaan
Komitmen
Loyalitas Pelanggan
Saleky, S. R. J. (2017). ANTESEDEN LOYALITAS PELANGGAN DOMESTIK GARUDA INDONESIA DI KOTA AMBON. Jurnal Minds: Manajemen Ide Dan Inspirasi, 4(1), 1–15. https://doi.org/10.24252/minds.v4i1.3134
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References
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Barnes, J. G., 2003. Establishing meaningful customer relationships: why some companies and brands mean more to their customers. Managing Service Quality: An International Journal, 13(3), 178-186.
Bendapundi, B., Berry, L.L. 1997. Customers’ Motivation for Maintaining
Relationship with Service Providers, Journal of Retailing, 73(1).
Bloemer, J. and Oderkerken-Schroder, G. (2003). Antecedents and
Consequences of Affective Commitment. Australasian Marketing
Journal, 11(3), 33-43.
Chu, P.Y., Lee, G.Y., and Chao, Y., 2012. Service quality, customer satisfaction, customer trust, and loyalty in an e-banking context. Social Behavior and Personality: an international journal, 40(8), 1271-1283.
Cooper, R.D dan Emory W.C., 1995. Business Research Methods, 5th. London: Richard D Irwin, Inc.
Crosby, Lawrence, Evans, Kenneth & Cowles, Deborah. 1990. Relationships quality in services selling: an interpersonal influence perspective. Journal of
Marketing, 54 (July), 68-81.
Dwyer, F. Robert, Shurr, Paul H. & Oh, Sejo. 1987. Developing buyer-seller relationships. Journal of Marketing, 51 (2), 11-27.
Folkman, Curasi C. and Norman Kennedy, K., 2002. From prisoners to apostles:
a typology of repeat buyers and loyal customers in service businesses.
Journal of Services Marketing, 16(4), 322-341.
Fornell, C., and Wernerfelt, B., 1987. Defensive marketing strategy by customer
complaint management; a theoretical analysis, Journal of Marketing
Research, Vol.24, 337-46.
Garbarino, Ellen and Johnson, Mark S., 1999. The Different Roles of Satisfaction, Trust, and Commitment in Customer relationships, Journal of Marketing,
Vol. 63, April, 70-87
Griffin, Jill, 1995. Customer Loyalty : How to Earn It, How to Keep It, New York: Simon and Chuster, Inc
Grönroos, C., 1983. Strategic Management and Marketing in the Service Sector, Boston, MA: Makeence Institute.
.................. 1990. Relationship approach to marketing in service contexts. Journal
of Business Research, 20(1), 3-11.
Indriantoro, Nur, 1999. Metodologi Penelitian Bisnis : Untuk Akuntansi dan
Manajemen ”, Edisi Pertama ,BPFE, Yogyakarta
Kotler, Philip, & Armstrong, Gary, 1991. Principles of Marketing, 5th ed., Engelwood Cliffs, NJ: Prentice-Hall, Inc
Listiyarini, Tri., 2011. Penumpang Lion Air Masih teratas, Air Asia Menyalip
Garuda, trilistiyarini.blogspot.co.id, diakses Juni 2017
Morgan, Robert M. & Hunt, Shelby D. 1994. The commitment-trust theory of relationship marketing. Journal of Marketing, 58, 20-38
Moorman, C., Zaltman G., Deshpande, R. 1992. Relationships between providers and users of market research: The dynamics of trust within and between organizations. J. Mark. Res., 29, 314–328.
Oliver, Richard L, 1993. A Conceptual Model of Service Quality and Service Satisfaction : Compatible Goals, Different Concept, Advance in Service Marketing and Management, Vol.2, 65-85.
Parasuraman, A., Zeithaml, V. A. & Berry, L. L. 1988. SERVQUAL: A multiple- item scale for measuring consumer perceptions of service quality. Journal of Retailing, 64(1), 12-40.
Ramsey, R.P., and Sohi, R.S., 1997. Listening to your customers: The impact of perceived salesperson listening behavior on relationship outcomes. Journal of the Academy of marketing Science, 25(2), 127-137.
Reischheld, F.F., & Sasser, W.E. Jr., 1990. Zero Deffections: Quality Comes to
Services, Harvard Business Review, September-October, 105-11
Roberts, K., Varki, S., and Brodie, R., 2003. Measuring the quality of relationships in consumer services: an empirical study, European Journal of Marketing, Vol. 37, No.1/2.
Sekaran, Uma, 1992., Research Methods for Business: A Skill Building Approach, Second ed. Singapore :John Willey and Sons inc.
Shamdasani, P.N. & Balakrishnan, A.A. 2000. Determinants of relationship quality and loyalty in personalized services. Asia Pacific Journal of
Management, 17(3), 189-200.
Singh, Jagdip and Deepak Sirdeshmukh, 2000. Agency and Trust Mechanisms in Relational Exchanges, Journal of the Academy of Marketing Science, 28
(Winter), 150-167.
Singarimbun, Masri, Sofian Effendi 1989, Metode Penelitian Survai, LP3ES, Jakarta.
Tjiptono, 2004. Manajemen Jasa, Yogyakarta : Andi
Zeithaml, V.A., and Bitner, M.J., 1996, Service Marketing, Singapore : The
McGraw-Hill Companies, Inc.
Zeithaml, V. A., Berry, L. L. & Parasuraman A. 1996. The Behavioral
Consequences of Service Quality. Journal of Marketing, 60(2), 31-46.
References
Barnes, J. G., 2003. Establishing meaningful customer relationships: why some companies and brands mean more to their customers. Managing Service Quality: An International Journal, 13(3), 178-186.
Bendapundi, B., Berry, L.L. 1997. Customers’ Motivation for Maintaining
Relationship with Service Providers, Journal of Retailing, 73(1).
Bloemer, J. and Oderkerken-Schroder, G. (2003). Antecedents and
Consequences of Affective Commitment. Australasian Marketing
Journal, 11(3), 33-43.
Chu, P.Y., Lee, G.Y., and Chao, Y., 2012. Service quality, customer satisfaction, customer trust, and loyalty in an e-banking context. Social Behavior and Personality: an international journal, 40(8), 1271-1283.
Cooper, R.D dan Emory W.C., 1995. Business Research Methods, 5th. London: Richard D Irwin, Inc.
Crosby, Lawrence, Evans, Kenneth & Cowles, Deborah. 1990. Relationships quality in services selling: an interpersonal influence perspective. Journal of
Marketing, 54 (July), 68-81.
Dwyer, F. Robert, Shurr, Paul H. & Oh, Sejo. 1987. Developing buyer-seller relationships. Journal of Marketing, 51 (2), 11-27.
Folkman, Curasi C. and Norman Kennedy, K., 2002. From prisoners to apostles:
a typology of repeat buyers and loyal customers in service businesses.
Journal of Services Marketing, 16(4), 322-341.
Fornell, C., and Wernerfelt, B., 1987. Defensive marketing strategy by customer
complaint management; a theoretical analysis, Journal of Marketing
Research, Vol.24, 337-46.
Garbarino, Ellen and Johnson, Mark S., 1999. The Different Roles of Satisfaction, Trust, and Commitment in Customer relationships, Journal of Marketing,
Vol. 63, April, 70-87
Griffin, Jill, 1995. Customer Loyalty : How to Earn It, How to Keep It, New York: Simon and Chuster, Inc
Grönroos, C., 1983. Strategic Management and Marketing in the Service Sector, Boston, MA: Makeence Institute.
.................. 1990. Relationship approach to marketing in service contexts. Journal
of Business Research, 20(1), 3-11.
Indriantoro, Nur, 1999. Metodologi Penelitian Bisnis : Untuk Akuntansi dan
Manajemen ”, Edisi Pertama ,BPFE, Yogyakarta
Kotler, Philip, & Armstrong, Gary, 1991. Principles of Marketing, 5th ed., Engelwood Cliffs, NJ: Prentice-Hall, Inc
Listiyarini, Tri., 2011. Penumpang Lion Air Masih teratas, Air Asia Menyalip
Garuda, trilistiyarini.blogspot.co.id, diakses Juni 2017
Morgan, Robert M. & Hunt, Shelby D. 1994. The commitment-trust theory of relationship marketing. Journal of Marketing, 58, 20-38
Moorman, C., Zaltman G., Deshpande, R. 1992. Relationships between providers and users of market research: The dynamics of trust within and between organizations. J. Mark. Res., 29, 314–328.
Oliver, Richard L, 1993. A Conceptual Model of Service Quality and Service Satisfaction : Compatible Goals, Different Concept, Advance in Service Marketing and Management, Vol.2, 65-85.
Parasuraman, A., Zeithaml, V. A. & Berry, L. L. 1988. SERVQUAL: A multiple- item scale for measuring consumer perceptions of service quality. Journal of Retailing, 64(1), 12-40.
Ramsey, R.P., and Sohi, R.S., 1997. Listening to your customers: The impact of perceived salesperson listening behavior on relationship outcomes. Journal of the Academy of marketing Science, 25(2), 127-137.
Reischheld, F.F., & Sasser, W.E. Jr., 1990. Zero Deffections: Quality Comes to
Services, Harvard Business Review, September-October, 105-11
Roberts, K., Varki, S., and Brodie, R., 2003. Measuring the quality of relationships in consumer services: an empirical study, European Journal of Marketing, Vol. 37, No.1/2.
Sekaran, Uma, 1992., Research Methods for Business: A Skill Building Approach, Second ed. Singapore :John Willey and Sons inc.
Shamdasani, P.N. & Balakrishnan, A.A. 2000. Determinants of relationship quality and loyalty in personalized services. Asia Pacific Journal of
Management, 17(3), 189-200.
Singh, Jagdip and Deepak Sirdeshmukh, 2000. Agency and Trust Mechanisms in Relational Exchanges, Journal of the Academy of Marketing Science, 28
(Winter), 150-167.
Singarimbun, Masri, Sofian Effendi 1989, Metode Penelitian Survai, LP3ES, Jakarta.
Tjiptono, 2004. Manajemen Jasa, Yogyakarta : Andi
Zeithaml, V.A., and Bitner, M.J., 1996, Service Marketing, Singapore : The
McGraw-Hill Companies, Inc.
Zeithaml, V. A., Berry, L. L. & Parasuraman A. 1996. The Behavioral
Consequences of Service Quality. Journal of Marketing, 60(2), 31-46.
Bendapundi, B., Berry, L.L. 1997. Customers’ Motivation for Maintaining
Relationship with Service Providers, Journal of Retailing, 73(1).
Bloemer, J. and Oderkerken-Schroder, G. (2003). Antecedents and
Consequences of Affective Commitment. Australasian Marketing
Journal, 11(3), 33-43.
Chu, P.Y., Lee, G.Y., and Chao, Y., 2012. Service quality, customer satisfaction, customer trust, and loyalty in an e-banking context. Social Behavior and Personality: an international journal, 40(8), 1271-1283.
Cooper, R.D dan Emory W.C., 1995. Business Research Methods, 5th. London: Richard D Irwin, Inc.
Crosby, Lawrence, Evans, Kenneth & Cowles, Deborah. 1990. Relationships quality in services selling: an interpersonal influence perspective. Journal of
Marketing, 54 (July), 68-81.
Dwyer, F. Robert, Shurr, Paul H. & Oh, Sejo. 1987. Developing buyer-seller relationships. Journal of Marketing, 51 (2), 11-27.
Folkman, Curasi C. and Norman Kennedy, K., 2002. From prisoners to apostles:
a typology of repeat buyers and loyal customers in service businesses.
Journal of Services Marketing, 16(4), 322-341.
Fornell, C., and Wernerfelt, B., 1987. Defensive marketing strategy by customer
complaint management; a theoretical analysis, Journal of Marketing
Research, Vol.24, 337-46.
Garbarino, Ellen and Johnson, Mark S., 1999. The Different Roles of Satisfaction, Trust, and Commitment in Customer relationships, Journal of Marketing,
Vol. 63, April, 70-87
Griffin, Jill, 1995. Customer Loyalty : How to Earn It, How to Keep It, New York: Simon and Chuster, Inc
Grönroos, C., 1983. Strategic Management and Marketing in the Service Sector, Boston, MA: Makeence Institute.
.................. 1990. Relationship approach to marketing in service contexts. Journal
of Business Research, 20(1), 3-11.
Indriantoro, Nur, 1999. Metodologi Penelitian Bisnis : Untuk Akuntansi dan
Manajemen ”, Edisi Pertama ,BPFE, Yogyakarta
Kotler, Philip, & Armstrong, Gary, 1991. Principles of Marketing, 5th ed., Engelwood Cliffs, NJ: Prentice-Hall, Inc
Listiyarini, Tri., 2011. Penumpang Lion Air Masih teratas, Air Asia Menyalip
Garuda, trilistiyarini.blogspot.co.id, diakses Juni 2017
Morgan, Robert M. & Hunt, Shelby D. 1994. The commitment-trust theory of relationship marketing. Journal of Marketing, 58, 20-38
Moorman, C., Zaltman G., Deshpande, R. 1992. Relationships between providers and users of market research: The dynamics of trust within and between organizations. J. Mark. Res., 29, 314–328.
Oliver, Richard L, 1993. A Conceptual Model of Service Quality and Service Satisfaction : Compatible Goals, Different Concept, Advance in Service Marketing and Management, Vol.2, 65-85.
Parasuraman, A., Zeithaml, V. A. & Berry, L. L. 1988. SERVQUAL: A multiple- item scale for measuring consumer perceptions of service quality. Journal of Retailing, 64(1), 12-40.
Ramsey, R.P., and Sohi, R.S., 1997. Listening to your customers: The impact of perceived salesperson listening behavior on relationship outcomes. Journal of the Academy of marketing Science, 25(2), 127-137.
Reischheld, F.F., & Sasser, W.E. Jr., 1990. Zero Deffections: Quality Comes to
Services, Harvard Business Review, September-October, 105-11
Roberts, K., Varki, S., and Brodie, R., 2003. Measuring the quality of relationships in consumer services: an empirical study, European Journal of Marketing, Vol. 37, No.1/2.
Sekaran, Uma, 1992., Research Methods for Business: A Skill Building Approach, Second ed. Singapore :John Willey and Sons inc.
Shamdasani, P.N. & Balakrishnan, A.A. 2000. Determinants of relationship quality and loyalty in personalized services. Asia Pacific Journal of
Management, 17(3), 189-200.
Singh, Jagdip and Deepak Sirdeshmukh, 2000. Agency and Trust Mechanisms in Relational Exchanges, Journal of the Academy of Marketing Science, 28
(Winter), 150-167.
Singarimbun, Masri, Sofian Effendi 1989, Metode Penelitian Survai, LP3ES, Jakarta.
Tjiptono, 2004. Manajemen Jasa, Yogyakarta : Andi
Zeithaml, V.A., and Bitner, M.J., 1996, Service Marketing, Singapore : The
McGraw-Hill Companies, Inc.
Zeithaml, V. A., Berry, L. L. & Parasuraman A. 1996. The Behavioral
Consequences of Service Quality. Journal of Marketing, 60(2), 31-46.