Service Quality, Satisfaction, Trust, Reputation, Switching cost, dan Loyalty

KETERKAITAN
SERVICE QUALITY, SATISFACTION, TRUST, REPUTATION,
SWITCHING COSTS & LOYALTY
(Studi kasus Pelayanan Jasa Logistik Pos Indonesia Unit Bisnis Logistik Bandung)

Oleh : Suparno Saputra, SE.,MM.

Summary

The main objective of this study is to verify the relationships of service quality, satisfaction, trust, corporate reputation, switching costs and loyalty in postal service that lead by Post of Indonesia Unit Business Logistic Branch Office Bandung. Samples for this study are the customers of Postal service of Post of Indonesia Unit Business Logistic Branch Office Bandung. Questionnaires were distributed to 360 customers. Collected data of service quality dimensions were analyzed by descriptive statistic, and to observe the effects of each variable using structural equation model. For evaluating service quality performance using dimensions of servqual (proposed by Parasuraman, et al, 1990), and servperf model proposed by Cronin and Taylor (1992). Assessing the hypothesis, path analysis is used. Results of analysis provided some support to prove simultaneous and partial hypothesis, those are; service quality, satisfaction, trust, reputation, and switching costs have significant impact simultaneously on loyalty. And partially, service quality has significant impact on reputation, satisfaction, trust, loyalty, and switching costs. Others are; satisfaction has significant impact on trust, reputation on loyalty, and switching costs on loyalty. On the other hands are not supported the hypothesis such as; reputation on trust, satisfaction on loyalty, trust on loyalty, trust on switching costs, and switching costs on trust.
Keywords: Service quality, Satisfaction, Trust, Reputation, Switching costs, and Loyalty.

Catatan:
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