The Effect of Service Quality on Satisfaction and Impact on Loyalty User Transportation Service CV Sempati Star Medan-Banda Aceh

摘要

The growing and increasing role of the service sector in the future is mainly driven by rapid advances in telecommunications and information technology. The challenge for the service management today is how to integrate all the elements that exist in the consumer service to fit the strategy of the company's operations that have been set. This study aims to determine the effect of quality of service to satisfaction and its impact on the loyalty of transport users cv. Sempati star majanan medan - banda aceh. Type of research is quantitative research using survey method. The number of samples in this study as many as 100 respondents. The sampling technique used is accidental sampling. Methods of data collection is done by observation, interview, questionnaire. Data analysis method is done by data analysis of path diagram (path analysis). The results showed that tangible partially have a positive and significant influence on satisfaction, responsiveness partially have a positive and significant influence on satisfaction, partial reliability has a positive and significant impact on satisfaction, assurance partially have a positive and significant influence on satisfaction, Partial has a positive and significant influence on satisfaction, partial satisfaction has a positive and significant impact on loyalty of users of CV bus services. Sempati Star, while simultaneously obtained results that the quality of service (Tangible, Responsiveness, Reliability, Assurance, emphaty) and satisfaction together have a positive and significant influence on loyalty The results of research using path analysis showed that tangible directly affect loyalty, responsiveness influence Directly to loyalty, reliability directly affects loyalty, assurance directly affects loyalty, empaty indirectly affects loyalty, that satisfaction is an intervening variable.