Melola Discovery

← Melola Discovery

Jurnal

PENGARUH KUALITAS LAYANAN TERHADAP KEPUASAN KONSUMEN YANG DIMEDIASI OLEH CITRA PERUSAHAAN

Jurnal Manajemen, Bisnis dan Organisasi (JUMBO) · Vol. 3 No. 2 (2019) · pp. 158–169

DOI
10.33772/jumbo.v3i2.8551
ISSN
2502-4175
Published
2019-08-15
Publisher
Pascasarjana Universitas Halu Oleo
Language
eng

Abstract

The objective of this research is to find out the effect of service quality and company image on customer satisfaction and also to see the effect of mediation of corporate image on the correlation between service quality and customer satisfaction of Wakatobi Regency PDAM.This research was conducted at Wakatobi Regency PDAM using quantitative approach. The population of this study is 4974 and the sample used is 155 people with purposive sampling technique. Data was collected using questionnaires and analyzed using structural equation modeling (SEM).The result of this research concludes that service quality has positive and significant effects on customer satisfaction, service quality has positive and significant effects on corporate image, corporate image has positive and significant effects on customer satisfaction and the corporate image partially mediates the correlation between service quality and customer satisfaction at Wakatobi Regency PDAM.Keywords: service quality, corporate image, and consumer satisfaction.

Collaboration network of the authors

40 authors · 139 co-authorship links · 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
  • Affiliation unknown
  • Different organisations
  • Same organisation
  • Affiliation unknown
  • Thicker line = more joint articles · bigger circle = more articles
Show as table
Co-authorOrganisationJoint articles
Sujono SujonoAffiliation unknown5
Buyung SaritaAffiliation unknown4
Nuryamin BudiAffiliation unknown3
Dedy Takdir SyaifuddinAffiliation unknown3
Endro SukotjoAffiliation unknown3
Riski Amalia MadiAffiliation unknown3
Wahyuniati HamidAffiliation unknown2
Sudirman ZaidAffiliation unknown2
Krisna KrisnaAffiliation unknown1
Rachmat Riyaldi HasanAffiliation unknown1
Putu SumarniwatiAffiliation unknown1
Sulisnawati SulisnawatiAffiliation unknown1
Valentinus Amstrong T. NempungAffiliation unknown1
Farhan Ramadhani IstiandarAffiliation unknown1
Ade Rahayu NataliaAffiliation unknown1
Valentinus AmstrongAffiliation unknown1
Aminun NisaAffiliation unknown1
Faisal MaarifAffiliation unknown1
Masra MasraAffiliation unknown1
Kardita BasirAffiliation unknown1
La Hatani La HataniAffiliation unknown1
Andi FirayantiAffiliation unknown1
Salni SulasriAffiliation unknown1
Agustinus TangalayukAffiliation unknown1
Adnan HakimAffiliation unknown1
La Ode TarsanAffiliation unknown1
La Ode Abdul NatsirAffiliation unknown1
Muh Ashar AzhariAffiliation unknown1
Nasrul NasrulUniversitas Halu Oleo1
Hayat YusufAffiliation unknown1
Irma Sri WahyuniAffiliation unknown1
Samdin SamdinAffiliation unknown1
Muksin MuksinAffiliation unknown1
Al Hadis T. Al HadisAffiliation unknown1
Marliati MarliatiAffiliation unknown1
Murdjani KamaluddinAffiliation unknown1
Hadi WahyudiAffiliation unknown1

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/JUMBO/oai, first harvested 31 Okt 2026, last seen 31 Okt 2026.
Original metadata (oai_dc) 
<oai_dc:dc xmlns="http://www.openarchives.org/OAI/2.0/" xmlns:dc="http://purl.org/dc/elements/1.1/" xmlns:oai_dc="http://www.openarchives.org/OAI/2.0/oai_dc/" xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xsi:schemaLocation="http://www.openarchives.org/OAI/2.0/oai_dc/  http://www.openarchives.org/OAI/2.0/oai_dc.xsd">
	<dc:title xml:lang="en-US">PENGARUH KUALITAS LAYANAN TERHADAP KEPUASAN KONSUMEN YANG DIMEDIASI OLEH CITRA PERUSAHAAN</dc:title>
	<dc:creator>Kusuma, Luki</dc:creator>
	<dc:creator>Saleh, Salma</dc:creator>
	<dc:creator>Sinarwati, Sinarwati</dc:creator>
	<dc:description xml:lang="en-US">The objective of this research is to find out the effect of service quality and company image on customer satisfaction and also to see the effect of mediation of corporate image on the correlation between service quality and customer satisfaction of Wakatobi Regency PDAM.This research was conducted at Wakatobi Regency PDAM using quantitative approach. The population of this study is 4974 and the sample used is 155 people with purposive sampling technique. Data was collected using questionnaires and analyzed using structural equation modeling (SEM).The result of this research concludes that service quality has positive and significant effects on customer satisfaction, service quality has positive and significant effects on corporate image, corporate image has positive and significant effects on customer satisfaction and the corporate image partially mediates the correlation between service quality and customer satisfaction at Wakatobi Regency PDAM.Keywords: service quality, corporate image, and consumer satisfaction. </dc:description>
	<dc:publisher xml:lang="en-US">Pascasarjana Universitas Halu Oleo</dc:publisher>
	<dc:contributor xml:lang="en-US"></dc:contributor>
	<dc:date>2019-08-15</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:format>application/pdf</dc:format>
	<dc:identifier>https://ojs.uho.ac.id/index.php/JUMBO/article/view/8551</dc:identifier>
	<dc:identifier>10.33772/jumbo.v3i2.8551</dc:identifier>
	<dc:source xml:lang="en-US">Jurnal Manajemen, Bisnis dan Organisasi (JUMBO); Vol 3, No 2 (2019): Jurnal Jumbo Vol 3 No 2; 158-169</dc:source>
	<dc:source>2502-4175</dc:source>
	<dc:source>10.33772/jumbo.v3i2</dc:source>
	<dc:language>eng</dc:language>
	<dc:relation>https://ojs.uho.ac.id/index.php/JUMBO/article/view/8551/pdf</dc:relation>
	<dc:rights xml:lang="en-US">Copyright (c) 2019 Jurnal Manajemen, Bisnis dan Organisasi (JUMBO)</dc:rights>
</oai_dc:dc>