Pengaruh Kualitas Pelayanan Islam terhadap Loyalitas Pelanggan dengan Mediasi Kesenangan Pelanggan pada Penginapan Syariah di Mojokerto
Abstract
This study's objective is to investigate the relationship between the quality of sharia-compliant customer service and the degree of customer loyalty, with the satisfaction of customers serving as a moderating variable. The participants in this study were customers who had previously utilised the services provided by sharia inns in Mojokerto. The research was carried out in a number of sharia inns in Mojokerto. The data analysis technique uses Regression Path Analysis. The empirical research results prove that service quality influences customer loyalty and customer satisfaction, and customer satisfaction influences customer loyalty. The results of the study also found that customer satisfaction mediates the effect of service quality on customer loyalty. In an increasingly competitive business era, service quality and customer satisfaction play a very important role for a company's success. Good service quality and customer delight can help build long-term relationships with customers. When customers are satisfied with the services provided, they tend to remain loyal and not switch to competitors.
Keywords: Customer Loyalty, Customer Satisfaction, Islam Service Quality
References
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Finn, Adam. 2006. “Generalizability modeling of the foundations of customer delight.” Journal of Modelling in Management 1 (1). Emerald Group Publishing Limited: 18–32.
Ghozali, Imam. 2018. Aplikasi Analisis Multivariate dengan Program IBM SPSS 25. 9th ed. Semarang: Badan Penerbit Universitas Diponegoro.
Griffin, R. W. 2008. Management. USA: Mc-Graw Hill.
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Hu, Yu-Jia. 2012. “The moderating effect of brand equity and the mediating effect of marketing mix strategy on the relationship between service quality and customer loyalty: The case of retail chain stores in Taiwan.” International Journal of Organizational Innovation 5 (1): 155–162.
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Othman, A, dan Lynn Owen. 2001. “Developing an instrument to measure customer service quality SQ in Islamic banking.” International Journal of Islamic Financial Services 3 (1): 1–26.
Parasuraman, A Zeithaml, dan LL Berry. 1985. “A conceptual model of service quality for future research.” Journal of Marketing 49 (4): 41–50.
Preko, Alexander, Samuel Kwami Agbanu, dan Mawuli Feglo. 2014. “Service delivery, customer satisfaction and customer delight in the real estate business. Evidence from Elite Kingdom investment and consulting company Ghana.” European Journal of Business and Management 6 (3): 71–83.
Purohit, Gaurav, dan Divya Purohit. 2013. “From customer satisfaction to customer delight: a new trend in hospitality industry.” Global Journal of Management and Business Studies 3 (5): 545–548.
Putra, I Gusti Jaya Khrisna, dan Gede Suparna. 2020. “Pengaruh service quality terhadap customer loyalty dengan customer delight sebagai variabel mediasi.” Udayana University.
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Schneider, Benjamin, dan David E Bowen. 1999. “Understanding customer delight and outrage.” Sloan management review 41 (1). Boulder: 35–45.
Sugiyono, Dr. 2013. “Metode penelitian pendidikan pendekatan kuantitatif, kualitatif dan R&D.” Alfabeta.
Suprapti, Ni Wayan Sri. 2010. “Perilaku Konsumen: Pemahaman dasar dan aplikasinya dalam strategi pemasaran.” Bali: Universitas Udayana Bali.
Surahman, I Gusti Ngurah, Putu Ngurah Suyatna Yasa, dan Ni Made Wahyuni. 2020. “The Effect of Service Quality on Customer Loyalty Mediated by Customer Satisfaction in Tourism Villages in Badung Regency.” Jurnal Ekonomi & Bisnis JAGADITHA 7 (1): 46–52.
Surianto, Allan Richardo. 2017. “Analisa Pengaruh Service Quality Terhadap Customer Loyalty Dengan Customer Satisfaction Sebagai Variabel Intervening Pada Salon Madass.” Jurnal Strategi Pemasaran 4 (2): 8.
Tideswell, C. 2005. “Loyalty Behaviour And Relationship Commitment Towards Hotel Services Carmen Tideswell.” Southern Cross University, 80–86.
Widyastuti, Sri, dan Asri Mu’afiah. 2015. “Assessing the effects of service quality and customer delight toward customer loyalty of Small Medium Entreprise Blenger Burger.” Jurnal Ilmiah STIE MDP. Universitas Pancasila 4 (2).
Wilson, Alan, Valarie Zeithaml, Mary Jo Bitner, dan Dwayne Gremler. 2016. Services Marketing: Integrating customer focus across the firm. McGraw Hill.
Yuanitasari, Adinda Rizki, Ratih Jualiati, dan Ardik Praharjo. 2022. “The Influence of Service Quality on Customer Loyalty Mediated by Customer Satisfaction at Janji Jiwa Coffee Shop Malang.” Jurnal Manajemen Bisnis dan Kewirausahaan (JAMANIKA) 2 (04): 280–289.
Ansori, M. Mabrur. 2014. “Pengaruh Customer Delight terhadap Customer Loyalty pada Bank BRI Syariah di Kota Semarang.” Jurnal Ekonomi dan Bisnis, 1–13.
Barnes, Donald C, Joel E Collier, dan Stacey Robinson. 2014. “Customer delight and work engagement.” Journal of Services Marketing 28 (5). Emerald Group Publishing Limited: 380–390.
Bloemer, JoséM M, dan Hans D P Kasper. 1995. “The complex relationship between consumer satisfaction and brand loyalty.” Journal of economic psychology 16 (2). Elsevier: 311–329.
Chu, Po-Young, Gin-Yuan Lee, dan Yu Chao. 2012. “Service quality, customer satisfaction, customer trust, and loyalty in an e-banking context.” Social Behavior and Personality: an international journal 40 (8). Scientific Journal Publishers: 1271–1283.
Deng, Zhaohua, Yaobin Lu, Kwok Kee Wei, dan Jinlong Zhang. 2010. “Understanding customer satisfaction and loyalty: An empirical study of mobile instant messages in China.” International journal of information management 30 (4). Elsevier: 289–300.
Finn, Adam. 2006. “Generalizability modeling of the foundations of customer delight.” Journal of Modelling in Management 1 (1). Emerald Group Publishing Limited: 18–32.
Ghozali, Imam. 2018. Aplikasi Analisis Multivariate dengan Program IBM SPSS 25. 9th ed. Semarang: Badan Penerbit Universitas Diponegoro.
Griffin, R. W. 2008. Management. USA: Mc-Graw Hill.
Hariri, Afwan, dan Putri Anindita. 2014. “Pengaruh Customer Delight Terhadap Customer Loyalty Pada Siswa LBPP-LIA Malang.” Jurnal Ekonomi Bisnis2 1: 70–79.
Hu, Yu-Jia. 2012. “The moderating effect of brand equity and the mediating effect of marketing mix strategy on the relationship between service quality and customer loyalty: The case of retail chain stores in Taiwan.” International Journal of Organizational Innovation 5 (1): 155–162.
Kotler, Philip, dan Gary Armstrong. 2008. Prinsip-prinsip pemasaran. Vol. 1. Jilid.
Kotler, Philip, dan Gary Armstrong. 2012. Marketing Management. Diedit oleh New Jersey. 14th ed. Prentice Hall.
Kotler, Philip, dan Kevin Lane Keller. 2009. “Manajemen pemasaran.” edisi.
Liu, Maggie Wenjing, dan Hean Tat Keh. 2015. “Consumer delight and outrage: scale development and validation.” Journal of Service Theory and Practice 25 (6). Emerald Group Publishing Limited: 680–699.
Lovelock, Christopher, Wirtz, dan Jochen. 2011. Service Marketing. Diedit oleh Pearson. Global Edi.
Mangkunegara, A A Anwar Prabu. 2011. “Manajemen sumber daya manusia perusahaan.” Remaja Rosdakarya.
Mansyuroh, Firqah Annajiyah. 2018. “Peluang Dan Tantangan Bisnis Hotel Syariah Pada Masyarakat Kosmopolitan.” Jurnal Studi Ekonomi 9 (2): 91–103.
Mascarenhas, Oswald A, Ram Kesavan, dan Michael Bernacchi. 2004. “Customer value‐chain involvement for co‐creating customer delight.” Journal of consumer marketing 21 (7). Emerald Group Publishing Limited: 486–496.
Oliver, Richard L, Roland T Rust, dan Sajeev Varki. 1997. “Customer delight: foundations, findings, and managerial insight.” Journal of retailing 73 (3). Elsevier: 311–336.
Othman, A, dan Lynn Owen. 2001. “Developing an instrument to measure customer service quality SQ in Islamic banking.” International Journal of Islamic Financial Services 3 (1): 1–26.
Parasuraman, A Zeithaml, dan LL Berry. 1985. “A conceptual model of service quality for future research.” Journal of Marketing 49 (4): 41–50.
Preko, Alexander, Samuel Kwami Agbanu, dan Mawuli Feglo. 2014. “Service delivery, customer satisfaction and customer delight in the real estate business. Evidence from Elite Kingdom investment and consulting company Ghana.” European Journal of Business and Management 6 (3): 71–83.
Purohit, Gaurav, dan Divya Purohit. 2013. “From customer satisfaction to customer delight: a new trend in hospitality industry.” Global Journal of Management and Business Studies 3 (5): 545–548.
Putra, I Gusti Jaya Khrisna, dan Gede Suparna. 2020. “Pengaruh service quality terhadap customer loyalty dengan customer delight sebagai variabel mediasi.” Udayana University.
Sari, A A Ayu Mutiara, dan Tjokorda Gede Raka Sukawati. 2020. “Pengaruh Customer Delight Terhadap Customer Loyalty Denganservice Quality Sebagai Variabel Moderasi.” Udayana University.
Schiffman, dan L Kanuk. 2007. Customer Behavior (Internatio). Prentice: Hall Inc.
Schneider, Benjamin, dan David E Bowen. 1999. “Understanding customer delight and outrage.” Sloan management review 41 (1). Boulder: 35–45.
Sugiyono, Dr. 2013. “Metode penelitian pendidikan pendekatan kuantitatif, kualitatif dan R&D.” Alfabeta.
Suprapti, Ni Wayan Sri. 2010. “Perilaku Konsumen: Pemahaman dasar dan aplikasinya dalam strategi pemasaran.” Bali: Universitas Udayana Bali.
Surahman, I Gusti Ngurah, Putu Ngurah Suyatna Yasa, dan Ni Made Wahyuni. 2020. “The Effect of Service Quality on Customer Loyalty Mediated by Customer Satisfaction in Tourism Villages in Badung Regency.” Jurnal Ekonomi & Bisnis JAGADITHA 7 (1): 46–52.
Surianto, Allan Richardo. 2017. “Analisa Pengaruh Service Quality Terhadap Customer Loyalty Dengan Customer Satisfaction Sebagai Variabel Intervening Pada Salon Madass.” Jurnal Strategi Pemasaran 4 (2): 8.
Tideswell, C. 2005. “Loyalty Behaviour And Relationship Commitment Towards Hotel Services Carmen Tideswell.” Southern Cross University, 80–86.
Widyastuti, Sri, dan Asri Mu’afiah. 2015. “Assessing the effects of service quality and customer delight toward customer loyalty of Small Medium Entreprise Blenger Burger.” Jurnal Ilmiah STIE MDP. Universitas Pancasila 4 (2).
Wilson, Alan, Valarie Zeithaml, Mary Jo Bitner, dan Dwayne Gremler. 2016. Services Marketing: Integrating customer focus across the firm. McGraw Hill.
Yuanitasari, Adinda Rizki, Ratih Jualiati, dan Ardik Praharjo. 2022. “The Influence of Service Quality on Customer Loyalty Mediated by Customer Satisfaction at Janji Jiwa Coffee Shop Malang.” Jurnal Manajemen Bisnis dan Kewirausahaan (JAMANIKA) 2 (04): 280–289.
Published
2023-09-28
How to Cite
KURNIA, Fachreza Eka et al.
Pengaruh Kualitas Pelayanan Islam terhadap Loyalitas Pelanggan dengan Mediasi Kesenangan Pelanggan pada Penginapan Syariah di Mojokerto.
Jurnal Ekonomi Akuntansi dan Manajemen, [S.l.], v. 22, n. 2, p. 161-176, sep. 2023.
ISSN 2459-9816.
Available at: <https://jurnal.unej.ac.id/index.php/JEAM/article/view/39501>. Date accessed: 05 may 2024.
doi: https://doi.org/10.19184/jeam.v22i2.39501.
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