BibTex Citation Data :
@article{JIAB37778, author = {Ajeng Zahra and Sari Listyorini and Andi Wijayanto}, title = {Pengaruh Kualitas Pelayanan terhadap Kepuasan Konsumen melalui Customer Experience sebagai Variabel Mediasi (Studi pada Konsumen Nasmoco Siliwangi Semarang)}, journal = {Jurnal Ilmu Administrasi Bisnis}, volume = {12}, number = {2}, year = {2023}, keywords = {Customer Experience; Kepuasan Konsumen; Kualitas Pelayanan}, abstract = { The development of people's mobility has resulted in the automotive industry in Indonesia always experiencing an increase, which is marked by the large number of private car users to carry out daily activities. Competition between companies is becoming more intense, so marketing strategies need to be implemented, one of which is to prioritize consumer satisfaction. PT. Nasmoco Siliwangi has carried out various forms of services, but every year there are still consumers who make complaints related to company services. Factors that are thought to affect Nasmoco Siliwangi's customer satisfaction are the quality of service and customer experience. This type of research uses explanatory research with a total sample of 97 respondents who are consumers at Nasmoco Siliwangi Semarang. The sampling technique uses nonprobability sampling with accidental sampling and purposive sampling methods. Data analysis uses simple linear regression analysis and mediation analysis using SPSS 26.0 for Windows software. The results of this study show that service quality has a significant effect on customer experience. Service Quality has a significant effect on customer satisfaction. Customer experience has a significant effect on customer satisfaction. Customer experience is able to partially mediate the effect of service quality on customer satisfaction. Perkembangan mobilitas masyarakat mengakibatkan industri otomotif di Indonesia selalu mengalami peningkatan, yang ditandai dengan banyaknya pengguna mobil pribadi untuk menjalankan aktivitas sehari-hari. Persaingan antar perusahaan menjadi semakin ketat, sehingga strategi pemasaran perlu untuk diterapkan, salah satunya adalah dengan mengutamakan kepuasan konsumen. PT. Nasmoco Siliwangi telah melakukan berbagai bentuk pelayanan, namun disetiap tahunnya masih terdapat konsumen yang melakukan komplain terkait dengan pelayanan perusahaan. Faktor yang diduga mempengaruhi kepuasan konsumen Nasmoco Siliwangi adalah kualitas pelayanan dan customer experience . Tipe penelitian ini menggunakan explanatory research dengan jumlah sampel sebanyak 97 responden yang merupakan konsumen di Nasmoco Siliwangi Semarang. Teknik pengambilan sampel menggunakan nonprobability sampling dengan metode accidental sampling dan purposive sampling . Pada analisis data menggunakan analisis regresi linear sederhana dan analisis mediasi dengan menggunakan software SPSS 26.0 for Windows . Hasil penelitian ini menunjukkan bahwa kualitas pelayanan berpengaruh signifikan terhadap customer experience . Kualitas Pelayanan berpengaruh signifikan terhadap kepuasan konsumen. Customer experience berpengaruh signifikan terhadap kepuasan konsumen. Customer experience mampu memediasi secara parsial pengaruh kualitas pelayanan terhadap kepuasan konsumen. }, issn = {2746-1297}, pages = {484--492} doi = {10.14710/jiab.2023.37778}, url = {https://ejournal3.undip.ac.id/index.php/jiab/article/view/37778} }
Refworks Citation Data :
The development of people's mobility has resulted in the automotive industry in Indonesia always experiencing an increase, which is marked by the large number of private car users to carry out daily activities. Competition between companies is becoming more intense, so marketing strategies need to be implemented, one of which is to prioritize consumer satisfaction. PT. Nasmoco Siliwangi has carried out various forms of services, but every year there are still consumers who make complaints related to company services. Factors that are thought to affect Nasmoco Siliwangi's customer satisfaction are the quality of service and customer experience. This type of research uses explanatory research with a total sample of 97 respondents who are consumers at Nasmoco Siliwangi Semarang. The sampling technique uses nonprobability sampling with accidental sampling and purposive sampling methods. Data analysis uses simple linear regression analysis and mediation analysis using SPSS 26.0 for Windows software. The results of this study show that service quality has a significant effect on customer experience. Service Quality has a significant effect on customer satisfaction. Customer experience has a significant effect on customer satisfaction. Customer experience is able to partially mediate the effect of service quality on customer satisfaction.
Perkembangan mobilitas masyarakat mengakibatkan industri otomotif di Indonesia selalu mengalami peningkatan, yang ditandai dengan banyaknya pengguna mobil pribadi untuk menjalankan aktivitas sehari-hari. Persaingan antar perusahaan menjadi semakin ketat, sehingga strategi pemasaran perlu untuk diterapkan, salah satunya adalah dengan mengutamakan kepuasan konsumen. PT. Nasmoco Siliwangi telah melakukan berbagai bentuk pelayanan, namun disetiap tahunnya masih terdapat konsumen yang melakukan komplain terkait dengan pelayanan perusahaan. Faktor yang diduga mempengaruhi kepuasan konsumen Nasmoco Siliwangi adalah kualitas pelayanan dan customer experience. Tipe penelitian ini menggunakan explanatory research dengan jumlah sampel sebanyak 97 responden yang merupakan konsumen di Nasmoco Siliwangi Semarang. Teknik pengambilan sampel menggunakan nonprobability sampling dengan metode accidental sampling dan purposive sampling. Pada analisis data menggunakan analisis regresi linear sederhana dan analisis mediasi dengan menggunakan software SPSS 26.0 for Windows. Hasil penelitian ini menunjukkan bahwa kualitas pelayanan berpengaruh signifikan terhadap customer experience. Kualitas Pelayanan berpengaruh signifikan terhadap kepuasan konsumen. Customer experience berpengaruh signifikan terhadap kepuasan konsumen. Customer experience mampu memediasi secara parsial pengaruh kualitas pelayanan terhadap kepuasan konsumen.
Article Metrics:
Last update:
