Since 2014
Analisis Pengaruh Dimensi Kualitas Jasa pada Loyalitas Pelanggan
Binus Business Review
View Archive Info| Field | Value | |
| Title |
Analisis Pengaruh Dimensi Kualitas Jasa pada Loyalitas Pelanggan
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| Creator |
Rita, Rita; Bina Nusantara University
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| Subject |
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service quality, reliability, responsiveness, assurance, empathy, and tangibles — |
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| Description |
This study evaluates the influence of service quality on customer loyalty in motorbike and saloons hairdressing shops in Yogyakarta. The service quality is measured using five dimensions: reliability, responsiveness, assurance, empathy, and tangibles. The service quality is indeed considered the strongest competitive weapon by many organizations with respect to service. Sample is chosen utilizing purposive sampling method. 220 respondents of motorbike and 215 respondents of saloons hairdressing shops are employed. Data analysis is then conducted using regression analysis. This research finds that the five dimensions of service quality significantly influence the customer loyalty to employees and customer loyalty to the business. The dimension of tangibles strongly influences the customer loyalty to the business. To marketers, this finding provides for a long-term perspective of service management. In the conclusion, several suggestions for future research are given, which is to broaden service types so as to acquire higher generalization with more varied population.
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| Publisher |
Bina Nusantara University
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| Contributor |
Faculty of Economics and Business
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| Date |
2011-05-30
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| Type |
info:eu-repo/semantics/article
info:eu-repo/semantics/publishedVersion Peer-reviewed Article — |
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| Format |
application/pdf
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| Identifier |
http://journal.binus.ac.id/index.php/BBR/article/view/1142
10.21512/bbr.v2i1.1142 |
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| Source |
Binus Business Review; Vol 2, No 1 (2011): Binus Business Review; 356-369
2476-9053 2087-1228 |
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| Language |
eng
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| Relation |
http://journal.binus.ac.id/index.php/BBR/article/view/1142/1009
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| Coverage |
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| Rights |
The Authors submitting a manuscript do so on the understanding that if accepted for publication, copyright of the article shall be assigned to Binus Business Review and Research and Technology Transfer (RTTO) Bina Nusantara University as publisher of the journal.Copyright encompasses exclusive rights to reproduce and deliver the article in all form and media, including reprints, photographs, microfilms and any other similar reproductions, as well as translations. The reproduction of any part of this journal, its storage in databases and its transmission by any form or media, such as electronic, electrostatic and mechanical copies, photocopies, recordings, magnetic media, etc., will be allowed only with a written permission from Binus Business Review and Research and Technology Transfer (RTTO) Bina Nusantara University.Binus Business Review and Research and Technology Transfer Office Bina Nusantara University, the Editors and the reviewer make every effort to ensure that no wrong or misleading data, opinions or statements be published in the journal. In any way, the contents of the articles and advertisements published in the Binus Business Review are sole and exclusive responsibility of their respective authors and advertisers. USER RIGHTS All articles published Open Access will be immediately and permanently free for everyone to read and download. We are continuously working with our author communities to select the best choice of license options, currently being defined for this journal as follows:• Creative Commons Attribution (CC-BY)• Creative Commons Attribution-Share alike (CC BY-SA)
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