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PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN, NILAI, KEPERCAYAAN DAN LOYALITAS PELANGGAN RUMAH TANGGA PADA PERUSAHAAN DAERAH AIR MINUM KOTA KENDARI

Journal Publicuho · Vol. 1 No. 1 (2018) · pp. 28–37

DOI
10.35817/jpu.v1i1.7297
ISSN
2621-1351, 2685-0729
Published
2018-04-10
Publisher
Universitas Halu Oleo
Language
eng
License
creativecommons.org/licenses/by/4.0

Abstract

This study aims to determine the effect of service quality on customer loyalty mediated by Customer satisfaction and customer value addition, it also examines, the effect of service quality on customer satisfaction, which is mediated by the effect of customer value and customer satisfaction and customer value on customer loyalty mediated by trust. The population in this study are household customers in Kendari who use the services of PDAM for 17,607 households spread are over 10 (ten) districts. The samples in this study are 391 household customers are taken with a precision of 5 % Data Collection techniques utility questionnaire. Data are analyzed by using. Structural Equation Modelling (SEM) with the help of the program, some of the important findings in this study are: (1) better service improvement of Kendari Regional causes trust, (2) customer loyalty improvement is also achievable of the provided service is able to enhance customer value. Besides, this research also proves that trust has a mediating role between satisfaction and loyalty of our customers as well as between customer value and loyalty.Keywords: service quality, customer satisfaction, customer value, customer trust and customer loyalty.

Keywords

Collaboration network of the authors

40 authors · 95 co-authorship links · 13 across different organisations · showing the 40 most connected

Hover or tap a name to highlight its co-authors. Double-click to open the author's page.

  • Universitas Halu Oleo
  • Institut Agama Islam Negeri Kendari
  • Universitas Muhammadiyah Parepare
  • Universitas Raharja
  • State University of Semarang
  • Affiliation unknown
  • Different organisations
  • Same organisation
  • Affiliation unknown
  • Thicker line = more joint articles · bigger circle = more articles
Show as table
Co-authorOrganisationJoint articles
Aminuddin AminuddinInstitut Agama Islam Negeri Kendari4
Syamsul AlamAffiliation unknown3
Akhyar AbdullahUniversitas Halu Oleo3
Edward NgiiUniversitas Halu Oleo2
Arifin UthaUniversitas Halu Oleo2
Mustakim MustakimUniversitas Muhammadiyah Parepare2
Wiwik HidayatiState University of Semarang2
Jopang JopangUniversitas Halu Oleo2
Liwaul LiwaulUniversitas Halu Oleo2
Holis HermansyahUniversitas Halu Oleo1
Mustarum MusaruddinUniversitas Halu Oleo1
Hasmina Tari MokuiUniversitas Halu Oleo1
Muh. Nadzirin Anshari NurUniversitas Halu Oleo1
Tahir ZulqarnainInstitut Agama Islam Negeri Kendari1
Amiruddin TakdaUniversitas Halu Oleo1
JahidinUniversitas Halu Oleo1
Muhammad Shaleh AssingkilyInstitut Agama Islam Negeri Kendari1
Mustapa AhmadAffiliation unknown1
LM. Fid AksaraUniversitas Halu Oleo1
Nur Fajriah MuchlisUniversitas Halu Oleo1
Muh. SholehAffiliation unknown1
M Reza AmriUniversitas Halu Oleo1
Siti Nurjanah AhmadUniversitas Halu Oleo1
Utomo Pranata HardiansyahUniversitas Halu Oleo1
Laode Muh. Nurrakhmad ArsyadAffiliation unknown1
Adris Ade PutraUniversitas Halu Oleo1
Deni AnggrainiUniversitas Halu Oleo1
Nur AzizahUniversitas Raharja1
Mirsan DahsyatAffiliation unknown1
Sundi KombaAffiliation unknown1
Abdul Salam SahadiaAffiliation unknown1
Senggo SenggoAffiliation unknown1
Muh Nur YaminAffiliation unknown1
Adrian TawaiUniversitas Halu Oleo1
Eriyanti EriyantiAffiliation unknown1
Syahrul SultanAffiliation unknown1
Akhmad SukardiInstitut Agama Islam Negeri Kendari1

Affiliations come from OpenAlex; journal OAI-PMH metadata carries none. Authors without an OpenAlex ID are matched by name, which can merge or split people.

Metadata source: OAI-PMH (metadata jurnal) https://ojs.uho.ac.id/index.php/PUBLICUHO/oai, first harvested 31 Okt 2026, last seen 1 Nov 2026.
Original metadata (oai_dc) 
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	<dc:title xml:lang="en-US">PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN, NILAI, KEPERCAYAAN DAN LOYALITAS  PELANGGAN RUMAH TANGGA PADA PERUSAHAAN DAERAH AIR MINUM KOTA KENDARI</dc:title>
	<dc:creator>Kadir, Abdul</dc:creator>
	<dc:creator>Basri, Muhammad</dc:creator>
	<dc:creator>Rodi, Rodi</dc:creator>
	<dc:subject xml:lang="en-US"></dc:subject>
	<dc:subject xml:lang="en-US">service quality, customer satisfaction, customer value, customer trust and customer loyalty</dc:subject>
	<dc:description xml:lang="en-US">This study aims to determine the effect of service quality on customer loyalty mediated by Customer satisfaction and customer value addition, it also examines, the effect of service quality on customer satisfaction, which is mediated by the effect of customer value and customer satisfaction and customer value on customer loyalty mediated by trust. The population in this study are household customers in Kendari who use the services of PDAM for 17,607 households spread are over 10 (ten) districts. The samples in this study are 391 household customers are taken with a precision of 5 % Data Collection techniques utility questionnaire. Data are analyzed by using. Structural Equation Modelling (SEM) with the help of the program, some of the important findings in this study are : (1) better service improvement of Kendari  Regional causes trust, (2) customer loyalty improvement is also achievable of the provided service is able to enhance customer value. Besides, this research also proves that trust has a mediating role between satisfaction and loyalty of our customers as well as between customer value and loyalty.Keywords: service quality, customer satisfaction, customer value, customer trust and customer loyalty.</dc:description>
	<dc:publisher xml:lang="en-US">Universitas Halu Oleo</dc:publisher>
	<dc:contributor xml:lang="en-US"></dc:contributor>
	<dc:date>2018-04-10</dc:date>
	<dc:type>info:eu-repo/semantics/article</dc:type>
	<dc:type>info:eu-repo/semantics/publishedVersion</dc:type>
	<dc:type xml:lang="en-US">Peer-reviewed Article</dc:type>
	<dc:type xml:lang="en-US"></dc:type>
	<dc:format>application/pdf</dc:format>
	<dc:identifier>https://ojs.uho.ac.id/index.php/PUBLICUHO/article/view/7297</dc:identifier>
	<dc:identifier>10.35817/jpu.v1i1.7297</dc:identifier>
	<dc:source xml:lang="en-US">Journal Publicuho; Vol 1, No 1 (2018): February - April; 28-37</dc:source>
	<dc:source>2621-1351</dc:source>
	<dc:source>2685-0729</dc:source>
	<dc:source>10.35817/jpu.v1i1</dc:source>
	<dc:language>eng</dc:language>
	<dc:relation>https://ojs.uho.ac.id/index.php/PUBLICUHO/article/view/7297/5337</dc:relation>
	<dc:rights xml:lang="en-US">Copyright (c) 2019 Abdul Kadir, Muhammad Basri, Rodi Rodi</dc:rights>
	<dc:rights xml:lang="en-US">http://creativecommons.org/licenses/by/4.0</dc:rights>
</oai_dc:dc>