KEPUASAN KONSUMEN GARUDA INDONESIA DITINJAU DARI PELAYANAN, BRAND IMAGE, FASILITAS DAN KEAMANAN (STUDI KASUS DI SURAKARTA)

Febrina Ardiyati, Sri Hartono, Supawi Pawenang

Abstract


The research aims to find out and describe the influence of simultaneously or partial service, brand image, facility and security towards Garuda Indonesia consumer satisfaction in Surakarta. This methodology research using quantitative descriptive research. The population was all Garuda Indonesia consumers in Surakarta are unknown number. The number of samples was determined with the formula Lemeshow and the result 100 respondents. Sampling method using convenience sampling. The questionnaire used for data retrieval. Data analysis technique used was statistic analysis. This test results the service, brand image, facility and security simultaneously and significance effect on Garuda Indonesia consumer satisfaction in Surakarta. Service influential positive and significance effect against the Garuda Indonesia consumer satisfaction in Surakarta. Brand image influential positive and significance effect against the Garuda Indonesia consumer satisfaction in Surakarta. Facility influential positive and significance effect against the Garuda Indonesia consumer satisfaction in Surakarta. Security influential positive and significance effect against the Garuda Indonesia consumer satisfaction in Surakarta.

Keywords : Consumer Satisfaction, Service, Brand Image, Facility, Security

References


Dewi, L.G.L.K., Puriani, D.A.P.M., & Suardana, I.W. (2017). Pengaruh Brand Image dan Kualitas Pelayanan Terhadap Kepuasan Wisatawan dalam Memilih Taksi Blue Bird di Bali. Jurnal IPTA 5(1), 1-5

Dondolo, H.B., & Madinga, N.W. (2016). Ease of use, security concerns and attitudes as antecedents of customer satisfaction in ATM banking. Banks and Bank Systems 11(4), 122-126

Engel, J.F, Blackwell, Rd, & Miniard, DW. (2015). Perilaku Konsumen. Jakarta: Bina Rupa Aksara

Fatikasari, C.D. (2018). Pengaruh Persepsi Keamanan, Persepsi Privacy, dan Brand Awareness Terhadap Kepercayaan Konsumen Online dengan Kepuasan Sebagai Variabel Mediasi (Studi Pada Pengguna Media Sosial Instagram di Yogyakarta). Jurnal Manajemen Bisnis Indonesia 2, 136-147

Ghozali, I. (2015). Aplikasi Analisis Multivariate dengan Program SPSS. Semarang: Badan Penerbit Universitas Diponegoro

Hardiyati, R. (2010). Analisis Pengaruh Kualitas Pelayanan Terhadap Kepuasan Konsumen Menggunakan Jasa Penginapan (Villa) Agrowisata Kebun The Pagilaran. Artikel Ilmiah Universitas Diponegoro, 34-41

Hudda, I.N., Nurcahyo, R., & Fitriyani, A. (2017). The Influence of Facility and Service Quality towards Customer Satisfaction and Its Impact on Customer Loyalty in Borobudur Hotel in Jakarta. Binus Business Review 8(1), 23-29

Imaroh, T.S., Setyadi, A., & Ali, H. (2017). Building Brand Image: Analysis of Service Quality and Customer Satisfaction. Saudi Journal of Business and Management Studies 2(8), 770-777

Iqbal, H.K., Malik, M.E., & Ghafoor, M.M. (2012). Impact of Brand Image, Service Quality and price on customer satisfaction in Pakistan Telecommunication sector. International Journal of Business and Social Science 3(23), 123-129

Keller, L. (2014). How to Manage Brand Equity. Jakarta: Gramedia Pustaka

Kotler, P. (2014). Manajemen Pemasaran. Jakarta : Indeks

Lupiyoadi, H. (2015). Manajemen Pemasaran Jasa. Jakarta: Penerbit Salemba Empat

Nugraha, H.S., Sofyan, I.L., & Pradhanawati, A. (2013). Pengaruh Fasilitas dan Kualitas Pelayanan Terhadap Loyalitas, Melalui Kepuasan Konsumen Sebagai Variabel Intervening pada Star Clean Car Wash Semarang. Diponegoro Journal of Social and Politic, 1-12

Nuralam, I.P., Tangguh, G.G., & Pangestuti, E. (2018). Pengaruh Citra Merek, Kualitas Layanan dan Harga Terhadap Kepuasan Pelanggan Go-Ride. Jurnal Administrasi Bisnis 61(2), 118-126

Priyono, A.A., Ruswinda, E., & Arifin, R. (2019). Pengaruh Faktor Harga, Keamanan, Kenyamanan dan Ketepatan Waktu Terhadap Pembelian Tiket Kereta Api Ekonomi Ac Penataran Jurusan Surabaya-Malang-Blitar. E-Jurnal Riset Manajemen Unisma, 37-46

Rahman, Z., Batari, A., & Bima, M.J. (2018). Pengaruh Kualitas Pelayanan dan Citra Merek Terhadap Kepuasan Konsumen Mobil Ford. Journal of Management and Business 2(1), 1-10

Sari, R.N. (2016). Pengaruh Kualitas Pelayanan dan Citra Merek Produk Terhadap Kepuasan Konsumen Pada Giant Hypermarket Mall Samarinda Central Plaza di Samarinda. E-Journal Administrasi Bisnis 4(4), 1113-1126

Schiffman, L.G., & Kanuk, L.L. (2016). Consumer Behavior. New Jersey: Pearson Education

Sinaga, A.R. (2016). Pengaruh Kualitas Pelayanan dan Citra Merek Terhadap Loyalitas Pelanggan (Studi Pelanggan KFC Metrocity Pekanbaru). JOM FISIP, 3(2), 1-19

Sondakh, C. (2014). Kualitas Layanan, Citra Merek dan Pengaruhnya Terhadap Kepuasan Nasabah dan Loyalitas Nasabah Tabungan (Studi Pada Nasabah Taplus BNI Cabang Manado). Jurnal Riset Bisnis dan Manajemen 3(1), 19-32

Sugiyono. (2016). Metode Penelitian Manajemen. Bandung : Alfabeta

Sumayang, L. (2012). Dasar-dasar Manajemen Produksi dan Operasi. Jakarta: Salemba Empat

Tjiptono, F. (2014). Strategi Pemasaran. Yogyakarta: Andi

Umar, H. (2017). Study Kelayakan Bisnis. Jakarta: Gramedia Pustaka Utama

Utomo, K.W., Hutabarat, J.P., & Bross, N. (2018). The Effect of Service Quality and Brand Image towards Customer Loyalty with Customer Satisfaction as Intervening Variable (Study on the Customer of PT Asuransi Sinarmas Depok Branch). International Journal of Novel Research in Marketing Management and Economics 5(2), 87-98

Wicaksono, A.R.A., Subaebasni, S., & Risnawaty, H. (2018). Effect of Brand Image, the Quality and Price on Customer Satisfaction and Implications for Customer Loyalty PT Strait Liner Express in Jakarta. International Review of Management and Marketing 9(1), 90-97

Wira, T.S., Rahmah, S., & Haryani, W.S. (2018). Pengaruh Fasilitas Terhadap Kepuasan Pengunjung Pada Hairos Water Park Medan. Artikel Ilmiah STIE Sukma, 1-8




DOI: http://dx.doi.org/10.29040/jie.v4i02.1242

Refbacks

  • There are currently no refbacks.