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Pengaruh kualitas layanan terhadap kepuasan pelanggan dan loyalitas pelanggan: Studi pada Perpustakaan Institut Pertanian Bogor
Jurnal Pustakawan Indonesia
View Archive Info| Field | Value | |
| Title |
Pengaruh kualitas layanan terhadap kepuasan pelanggan dan loyalitas pelanggan: Studi pada Perpustakaan Institut Pertanian Bogor
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| Creator |
Siswadi, Fery
Hari, Muharam Sufrin , Hannan |
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| Subject |
service quality, customer satisfaction, customer loyalty, library, structural equation modeling (SEM), lisrel 8.80
: kualitas pelayanan, kepuasan pelanggan, loyalitas pelanggan, perpustakaan, structural equation modeling (SEM), lisrel 8.80 |
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| Description |
Penelitian ini bertujuan mengetahui pengaruh Kualitas Pelayanan terhadap Kepuasan Pelanggan dan Loyalitas Pelanggan. Penelitian ini di laksanakan di Perpustakaan Institut Pertanian Bogor (IPB) pada tahun 2018. Responden dalam penelitian ini adalah pengunjung Perpustakaan IPB yang telah lebih dari satu kali, Jumlah responden dalam penelitian ini ditetapkan 262 responden dengan menggunakan teknik pengambilan sampel yang disebut purposive sampling. Teknis analisis yang di gunakan pada Penelitian ini menggunakan analisis Structural Equation Modeling (SEM) dengan bantuan program LISREL 8.80. Hasil penelitian ini menunjukkan bahwa: Terdapat pengaruh positif langsung Kualitas Pelayanan terhadap Kepuasan. Terdapat Pengaruh positif langsung Kepuasan terhadap Loyalitas. Terdapat pengaruh positif langsung Kualitas Pelayanan terhadap Loyalitas. Terdapat pengaruh positif tidak langsung Kualitas Pelayanan berpengaruh terhadap Loyalitas. Kata Kunci : kualitas pelayanan, kepuasan pelanggan, loyalitas pelanggan, perpustakaan, structural equation modeling (SEM), lisrel 8.80 The purpose of study was to determine the effect of Service Quality on Customer Satisfaction and Customer Loyalty. This research was carried out in Bogor Agriculture University Library (IPB) in 2018. Respondents in this study were IPB library visitors who have more than one time, The number of respondents in this study set 262 respondents by using sampling technique called purposive sampling. Technical analysis used in this study using Structural Equation Modeling (SEM) analysis with the help of LISREL 8.80 program. The results of this study indicate that: There is a direct positive effect Direct Service Quality directly affects the Satisfaction. There is a direct positive Influence Satisfaction on Loyalty. There is a direct positive effect of Quality of Service on Loyalty. There is an indirect positive influence Quality of Service affect Loyalty. Keywords: service quality, customer satisfaction, customer loyalty, library, structural equation modeling (SEM), lisrel 8.80 |
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| Publisher |
Perpustakaan IPB
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| Date |
2020-08-19
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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 |
https://journal.ipb.ac.id/index.php/jpi/article/view/29246
10.29244/jpi.18.1.42-53 |
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| Source |
Jurnal Pustakawan Indonesia; Vol. 18 No. 1 (2019): Jurnal Pustakawan Indonesia; 42-53
2686-1879 1410-5551 |
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| Language |
eng
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| Relation |
https://journal.ipb.ac.id/index.php/jpi/article/view/29246/20284
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| Rights |
Copyright (c) 2020 Jurnal Pustakawan Indonesia
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