Moderation Of Consumer Values And Service Quality to Increasing Customer Loyalty
Keywords:
Kualitas layanan, Kepuasan Konsumen, Nilai Konsumen dan Loyalitas PelangganAbstract
Industri jasa perawatan kecantikan di Indonesia mengalami perkembangan yang sangat pesat. Hal ini menunjukan bahwa semakin banyak wanita yang sadar akan pentingnya kecantikan. Fenomena ini yang melatarbelakangi dilakukannya penelitian ini yang bertujuan untuk menganalisis pengaruh kualitas layanan, kepuasan konsumen dan nilai konsumen terhadap loyalitas pelanggan. Nilai konsumen menjadi moderasi pengalaman konsumen dan kualitas layanan terhadap loyalitas pelanggan. Penelitian ini menggunakan teknik purposive sampling dengan responden yang merupakan konsumen klinik kecantikan yang telah berlangganan selama 1 tahun. Data kuesioner diolah menggunakan analisis Partial Least Square (PLS) dengan pengujian model pengukuran (outer) model dan inner model dengan koefisien jalur. Hasil analisis menunjukan bahwa kualitas layanan dan nilai konsumen berpengaruh positif terhadap loyalitas pelanggan. Kepuasan konsumen tidak berpengaruh terhadap loyalitas pelanggan. Variabel nilai konsumen tidak memoderasi kualitas layanan dan kepuasan konsumen terhadap loyalitas pelanggan.
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Harga Dan Promosi Terhadap Loyalitas Pelanggan Dengan Kepuasan Pembelian
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Sirojudin,Tembalang Semarang),” Ilmu dan Ris. Manaj., vol. 5, no. 5, pp. 1–16, 2018.
[29] E. D. Rachelia, “Pengaruh Kualitas Pelayanan, Nilai Pelanggan Terhadap Loyalitas
Pelanggan Melalui Kepuasan Pelanggan Pada Pelanggan Taksi Konvensional,” Adm.
Bisnis, pp. 1–12.
[30] K. Ariningsih and M. Rahayu, “Analisa Customer Value dan Customer Experience
terhadap Customer Loyalty dengan Customer Satisfaction sebagai variabel
intervening,” UMP, 2015.
2020, 2020. [Online]. Available: https://kemenperin.go.id/artikel/21460/Perubahan-
Gaya-Hidup-Dorong-Industri-Kosmetik. [Accessed: 25-Aug-2021].
[2] S. Akter, Personal Gets Revenue Glamour: Earnings Rise to Tk. 5.30 Crore. The
Daily Star, 2009.
[3] N. Berliana, “Pemakaian kosmetik terhadap kepercayaan diri remaja putri,”
UNIVERSITAS ISLAM NEGERI AR-RANIRY DARUSSALAM-BANDA, 2018.
[4] P. Young, “Facial Physical Attractiveness, Its Importance and How It Is Part of Our
DNA. Retrieved from http://www.articlesbase.com/beautyarticles/facial-physicalattractiveness-
its-importance-and-howit-is-part-of-our-dna-by-philipyoungmd-
4377637.html,” ArticlesBase.com., 2011.
[5] T. A. Gilmore, D.C., Beehr and K. . Love, “Effects of Applicant Sex, Applicant
Physical Attractiveness, Type of Rater and Type of Job on Interview Decisions.,” J.
Occup. Psychol., vol. 59, pp. 103–109, 1986.
[6] P. I. Khan and A. Tabassum, “Service Quality and Customer Satisfaction of the
Beauty-Care Service Industry in Dhaka : a Study on High-End Women’s Parlors,” J.
Bus. Dev. Nations, vol. 12, pp. 1–27, 2010.
[7] L. A. Kasiri, K. T. Guan Cheng, M. Sambasivan, and S. M. Sidin, “Integration of
standardization and customization: Impact on service quality, customer satisfaction,
and loyalty,” J. Retail. Consum. Serv., vol. 35, no. November 2016, pp. 91–97, 2017,
doi: 10.1016/j.jretconser.2016.11.007.
[8] K. Kouthouris, C., & Alexandris, “Can Service Quality Predict Customer Satisfaction
and Behavioral Intentions in the Sport Tourism Industry? An Application of the
SERVQUAL Model in an Outdoors Setting.,” J. Sport Tour., vol. 10, no. 2, pp. 101–
111, 2005.
[9] M. Srivastava and D. Kaul, “Exploring the link between customer experienceloyalty-
consumer spend,” J. Retail. Consum. Serv., vol. 31, pp. 277–286, 2016, doi:
10.1016/j.jretconser.2016.04.009.
[10] G. Cetin and F. I. Dincer, “Influence of customer experience on loyalty and word-ofmouth
in hospitality operations,” Anatolia, vol. 25, no. 2, pp. 181–194, 2014, doi:
10.1080/13032917.2013.841094.
[11] A. Rohman, Rachma, and A. Slamet, “PENGARUH NILAI, KEPUASAN, DAN
INERSIA TERHADAP LOYALITAS PELANGGAN YANG BERBELANJA
MELALUI E- COMMERCE PADA MAHASISWA FEB UNIVERSITAS ISLAM
MALANG,” J. Ris. Manajmen Prodi Manaj. Unisma, pp. 82–94, 2019.
[12] H. Qiu, B. H. Ye, B. Bai, and W. H. Wang, “Do the roles of switching barriers on
customer loyalty vary for different types of hotels?,” Int. J. Hosp. Manag., vol. 46, pp.
89–98, 2015, doi: 10.1016/j.ijhm.2015.01.015.
[13] H. S. Medari, W. S. Sri, and E. Widajanti, “Pengaruh harga, loyalitas merek,
kepercayaan dan promosi terhadap keputusan perpindahan merek pada konsumen
kartu seluler telkomsel,” J. Ekon. dan Kewirausahaan, vol. 17, pp. 175–185, 2017.
[14] C. Xu, D. Peak, and V. Prybutok, “A customer value, satisfaction, and loyalty
perspective of mobile application recommendations,” Decis. Support Syst., vol. 79, pp.
171–183, 2015, doi: 10.1016/j.dss.2015.08.008.
[15] J. E. Panjaitan and A. L. Yuliati, “Pengaruh Kualitas Pelayanan Terhadap
Kepuasan Pelanggan Pada JNE Cabang Bandung [The Influence of Service Quality
on Customer Satisfaction at JNE Branch in Bandung],” DeReMa (Development Res.
Manag. J. Manaj., vol. 11, no. 2, p. 265, 2016, doi: 10.19166/derema.v11i2.197.
[16] P. Kotler and K. L. Keller, Manajemen Pemasaran, 2nd ed. New Jersey: INDEKS,
2018.
[17] E. M. dan S. Sangadji, “Perilaku Konsumen : Pendekatan Praktis Disertai
Himpunan Jurnal Penelitian.,” Penerbit Salemba, 2013.
[18] H. Sang, F. Xue, and J. Zhao, “What Happens When Satisfied Customers Need
Variety? –Effects Of Purchase Decision Involvement and Product Category on
Chinese Consumers’ Brand-Switching Behavior,” J. Int. Consum. Mark., vol. 30, no.
3, pp. 148–157, 2018, doi: 10.1080/08961530.2018.1423662.
[19] H. J. Astuti and K. Nagase, “A framework for conceptualizing patient loyalty to
healthcare organizations,” Heal. Serv. Manag. Res., vol. 29, no. 3, pp. 70–78, 2016,
doi: 10.1177/0951484816663562.
[20] A. Muzammil, M. Yunus, and N. Darsono, “Magister Manajemen Fakultas Ekonomi
dan Bisnis Universitas Syiah Kuala 2,3) Fakultas Ekonomi dan Bisnis Universitas
Syiah Kuala,” J. Manajmen dan Inov., vol. 8, no. 3, pp. 104–133, 2017.
[21] F. Tjiptono, “Pemasaran Jasa - Prinsip, Penerapan, dan Penelitiab,” in 1, 2014.
[22] K. F. Salim, Catherine, and F. Andreani, “Pengaruh Customer Experience dan
Kepercayaan terhadap Kepuasan Konsumen di TX Travel Klampis,” J. Manaj.
Perhotelan, pp. 322–340, 2015.[23] R. Hijjah and A. Ardiansari, “Pengaruh Customer Experience dan Customer Value
Terhadap Customer Loyalty Melalui Customer Satisfaction,” Manaj. Anal. J., vol. 4,
no. 4, pp. 281–288, 2015.
[24] Sugiyono, “Teknik Pengumpulan Data,” Metod. Penelit. Kuantitatif, Kualitatif dan
R&D, 2014, doi: 10.3354/dao02420.
[25] I. Ghozali, Structural Equation Modeling, 4th ed. Semarang: BP UNDIP, 2015.
[26] Sugiyono, “Metode Penelitian Kuantitatif, Kualitatif dan R & D.Bandung:Alfabeta.,”
Metod. Penelit. Kuantitatif, Kualitatif dan R D.BandungAlfabeta., 2012, doi:
10.1017/CBO9781107415324.004.
[27] S. Paendong, J. L. Sepang, and A. S. Soegoto, “Promosi Terhadap Loyalitas Nasabah
Bank Bri Unit Kawangkoan Effect of Product Usage Experience , Product Quality
and Promotion on Customer Loyalty of Bank Bri Unit Kawangkoan,” J. EMBA, vol.
5, no. 3, pp. 3498–3507, 2017.
[28] K. Khoirulloh, A. T. Haryono, and H. S. Wulan, “Pengaruh Kualitas Pelayanan,
Harga Dan Promosi Terhadap Loyalitas Pelanggan Dengan Kepuasan Pembelian
Sebagai Variabel Intervening ( Studi Pada Roti Bakar Breadhouse
Sirojudin,Tembalang Semarang),” Ilmu dan Ris. Manaj., vol. 5, no. 5, pp. 1–16, 2018.
[29] E. D. Rachelia, “Pengaruh Kualitas Pelayanan, Nilai Pelanggan Terhadap Loyalitas
Pelanggan Melalui Kepuasan Pelanggan Pada Pelanggan Taksi Konvensional,” Adm.
Bisnis, pp. 1–12.
[30] K. Ariningsih and M. Rahayu, “Analisa Customer Value dan Customer Experience
terhadap Customer Loyalty dengan Customer Satisfaction sebagai variabel
intervening,” UMP, 2015.
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2021-12-08
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Karnowati, N. B., & Astuti, H. J. (2021). Moderation Of Consumer Values And Service Quality to Increasing Customer Loyalty. Prosiding University Research Colloquium, 159–166. Retrieved from https://repository.urecol.org/index.php/proceeding/article/view/1681
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