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PENGARUH KINERJA PELAYANAN CUSTOMER SERVICE TERHADAP LOYALITAS PELANGGAN

Jurnal Dinamika Manajemen · Vol. 6 No. 4 (2018) · hlm. 171–178

DOI
10.22437/jdm.v6i4.16944
ISSN
2355-8148, 2338-123X
Terbit
2018-12-30
Penerbit
Prodi Magister Manajemen Fakultas Ekonomi dan Bisnis Universitas Jambi
Bahasa
en

Abstrak

This study aimed to determine the effect of customer service performance on customer loyalty in Astra Credit Companies Jambi. This study employs survey research using a questionnaire instrument. The samples taken in this study are a customer in Astra Credit Companies Jambi. The data analysis technique uses multiple regression to test the absolute value of the difference. This study shows that customer service performance (believable, enthusiastic, responsive, the best solution, professional) affects customer loyalty. The impact of customer service performance (credible, passionate, responsive, the best solution, professional) on customer loyalty has powerful coefficient determination. Based on this study, the advice that the authors can give is that the Astra Credit Companies are expected to increase the dimensions of reliability further because this dimension is the average lower than another dimension, namely by expanding the knowledge of customer service officers on work procedures concerning all customer needs who came to his desk and more able to interact with customers.

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  • Hasanuddin University
  • Universitas Gadjah Mada
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Rekan penulisOrganisasiArtikel bersama
Dahmiri DahmiriAfiliasi tidak diketahui4
Ade OctaviaAfiliasi tidak diketahui3
Yenny YuniartiAfiliasi tidak diketahui3
Ade Titi NifitaAfiliasi tidak diketahui3
Zulfanetti ZulfanettiAfiliasi tidak diketahui2
Sry RositaAfiliasi tidak diketahui2
Ade TitinifitaAfiliasi tidak diketahui2
Elesabet Octaria LimbongAfiliasi tidak diketahui2
Rista Aldilla SyafriAfiliasi tidak diketahui1
Idham KhalikAfiliasi tidak diketahui1
Husni HasbullahAfiliasi tidak diketahui1
Johanes SimatupangAfiliasi tidak diketahui1
Pradita Eko Prasetyo UtomoUniversitas Gadjah Mada1
Dedy SetiawanAfiliasi tidak diketahui1
Lucky Enggraini FitriAfiliasi tidak diketahui1
Sumarni SumarniHasanuddin University1
Johannes JohannesAfiliasi tidak diketahui1
Ari Sonang RangkutiAfiliasi tidak diketahui1
RAJA SARAH FATRICIAAfiliasi tidak diketahui1
AGESHA MARSYAFAfiliasi tidak diketahui1
Ahmad SubhiAfiliasi tidak diketahui1
Arbi MusaAfiliasi tidak diketahui1
Habibbullah HabibbullahAfiliasi tidak diketahui1
M. Dede RiandyAfiliasi tidak diketahui1
Nefi Agus Wahyu NingsihAfiliasi tidak diketahui1
Puput FitriyaniAfiliasi tidak diketahui1
Syahra MaulaniAfiliasi tidak diketahui1
Sigit IndrawijayaAfiliasi tidak diketahui1
Deldi AbdilahAfiliasi tidak diketahui1
Fitri WidiastutiAfiliasi tidak diketahui1
Firmansyah FirmansyahHasanuddin University1
Maulidia Imastary TanAfiliasi tidak diketahui1
Adi Ikhsan Syukri AmriAfiliasi tidak diketahui1

Afiliasi berasal dari OpenAlex; metadata OAI-PMH jurnal tidak memuatnya. Penulis tanpa ID OpenAlex dicocokkan berdasarkan nama, sehingga dua orang bisa tergabung atau satu orang bisa terpisah.

Sumber metadata: OAI-PMH (metadata jurnal) https://online-journal.unja.ac.id/index.php/jmbp/oai, pertama di-harvest 6 Nov 2026, terakhir terlihat 8 Nov 2026.
Metadata asli (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">PENGARUH KINERJA PELAYANAN CUSTOMER SERVICE TERHADAP LOYALITAS PELANGGAN</dc:title>
	<dc:creator xml:lang="en">Magdalena, Maria</dc:creator>
	<dc:creator xml:lang="en">Erida, Erida</dc:creator>
	<dc:creator xml:lang="en">Bhayangkari, Sylvia Kartika Wulan</dc:creator>
	<dc:subject xml:lang="en">believable</dc:subject>
	<dc:subject xml:lang="en">enthusiastic</dc:subject>
	<dc:subject xml:lang="en">responsive</dc:subject>
	<dc:subject xml:lang="en">customer loyalty</dc:subject>
	<dc:description xml:lang="en">This study aimed to determine the effect of customer service performance on customer loyalty in Astra Credit Companies Jambi. This study employs survey research using a questionnaire instrument. The samples taken in this study are a customer in Astra Credit Companies Jambi. The data analysis technique uses multiple regression to test the absolute value of the difference. This study shows that customer service performance (believable, enthusiastic, responsive, the best solution, professional) affects customer loyalty. The impact of customer service performance (credible, passionate, responsive, the best solution, professional) on customer loyalty has powerful coefficient determination. Based on this study, the advice that the authors can give is that the Astra Credit Companies are expected to increase the dimensions of reliability further because this dimension is the average lower than another dimension, namely by expanding the knowledge of customer service officers on work procedures concerning all customer needs who came to his desk and more able to interact with customers.</dc:description>
	<dc:publisher xml:lang="en">Prodi Magister Manajemen Fakultas Ekonomi dan Bisnis Universitas Jambi</dc:publisher>
	<dc:date>2018-12-30</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">Peer-reviewed Article</dc:type>
	<dc:format>application/pdf</dc:format>
	<dc:identifier>https://online-journal.unja.ac.id/jmbp/article/view/16944</dc:identifier>
	<dc:identifier>10.22437/jdm.v6i4.16944</dc:identifier>
	<dc:source xml:lang="en">Jurnal Dinamika Manajemen; Vol. 6 No. 4 (2018): Jurnal Dinamika Manajemen; 171-178</dc:source>
	<dc:source>2355-8148</dc:source>
	<dc:source>2338-123X</dc:source>
	<dc:language>en</dc:language>
	<dc:relation>https://online-journal.unja.ac.id/jmbp/article/view/16944/20652</dc:relation>
	<dc:rights xml:lang="en">Copyright (c) 2018  </dc:rights>
	<dc:rights xml:lang="en"> </dc:rights>
</oai_dc:dc>