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PENGARUH KUALITAS LAYANAN, KEPUASAN PELANGGAN DAN BUDAYA GUSJIGANG TERHADAP LOYALITAS PELANGGAN

Economic Education Analysis Journal · Vol. 6 No. 3 (2018) · pp. 865–876

ISSN
2502-356X, 2252-6544
Published
2018-01-08
Publisher
Universitas Negeri Semarang
Language
eng

Abstract

penelitian ini adalah untuk mengetahui bagaimana pengaruh positif dan signifikan kualitas layanan, kepuasan pelanggan dan budaya gusjigang terhadap loyalitas pelanggan secara parsial maupun secara simultan. Populasi penelitian ini adalah pelanggan dari toko grosir pada Pasar Kliwon Kudus. Pelanggan yang tidak terdeteksi jumlahnya maka dalam penelitian ini diambil jumlah sampel sebanyak 200 orang (Hair, et. al) untuk dijadikan sebagai responden dari penelitian ini. Metode pengumpulan data menggunakan angket. Sedangkan untuk metode analisis data menggunakan Analisis Statistik Deskriptif. Hasil penelitian menunjukkan bahwa kualitas layanan berpengaruh terhadap loyalitas pelanggan sebesar 18,14 %. Kepuasan pelanggan mempengaruhi loyalitas pelanggan sebesar 49,84 % dan budaya gusjigang berpengaruh terhadap loyalitas pelanggan sebesar 15,05 %. Berdasarkan hasil penelitian, dapat disimpulkan bahwa kualitas layanan, kepuasan pelanggan dan budaya gusjigang memberikan pengaruh positif dan signifikan terhadap loyalitas pelanggan baik secara parsial maupun secara simultan. purpose of this research is to determine how the positive and significant impact of service quality, customer satisfaction, customer loyalty and gusjigang culture partially or simultaneously to customer loyalty. The population in this research was a customer of the grocery store in the Pasar Kliwon Kudus. As the amount of customers were not detected in this research, so it was chosen 200 persons as the sample of this research (Hair, et. al) to be the respondents on this reseach. The method of data collection was questionnaire. The method of data analysis was descriptive statistics analysis. The results show that the service quality influence 18.14% on customer loyalty. Customer satisfaction influence 49.84% on customer loyalty and culture gusjigang influence on customer loyalty 15.05%. Based on the results, it can be concluded that the service quality, customer satisfaction and culture gusjigang have effect and significant impact on customer loyalty either partially or simultaneously.

Collaboration network of the authors

40 authors · 88 co-authorship links · 2 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.

  • State University of Semarang
  • Universitas Sumatera Utara
  • Universitas Media Nusantara Citra
  • Affiliation unknown
  • Different organisations
  • Same organisation
  • Affiliation unknown
  • Thicker line = more joint articles · bigger circle = more articles
Show as table
Co-authorOrganisationJoint articles
R Benny RiyantoAffiliation unknown3
Edi KurniawanUniversitas Sumatera Utara3
Talitha WidiatningrumAffiliation unknown3
Widiyanto WidiyantoAffiliation unknown3
Shanty OktaviliaAffiliation unknown3
Etty SoesilowatiAffiliation unknown2
Etty Puji LestariAffiliation unknown2
Arief YuliantoUniversitas Media Nusantara Citra2
Fauzul AdzimAffiliation unknown2
Eko HandoyoAffiliation unknown2
Amin PujiatiAffiliation unknown2
Kardoyo KardoyoAffiliation unknown2
Moh Yasir AlimiAffiliation unknown2
Subiyanto SubiyantoState University of Semarang1
Nur Azis SalimState University of Semarang1
Setya Budi Arif PrabowoState University of Semarang1
Deyndrawan SutrisnoState University of Semarang1
Andika AnantyoState University of Semarang1
Dewi AnggrianiState University of Semarang1
Nana Kariada Tri MartutiState University of Semarang1
Margareta RahayuningsihAffiliation unknown1
S MartonoAffiliation unknown1
Herlin PujiartiAffiliation unknown1
Aldias BahatmakaAffiliation unknown1
Markus DiantoroAffiliation unknown1
Prihatini RetnaningsihAffiliation unknown1
Aji Prasetya WibawaAffiliation unknown1
Mutiara KiranawatiAffiliation unknown1
Lukluk Ul MuyassarohAffiliation unknown1
Andryan SetyadharmaAffiliation unknown1
Dini Mellinda KrisnawatiAffiliation unknown1
Said Nur OctaviantoAffiliation unknown1
Khafid IsmailAffiliation unknown1
Retno GinanjarAffiliation unknown1
Arum Kartika WulandariAffiliation unknown1
Murtaziqotul KhoirohAffiliation unknown1
Lukmanul HakimAffiliation unknown1
Rizka ApiatunAffiliation 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://journal.unnes.ac.id/sju/index.php/eeaj/oai, first harvested 5 Nov 2026, last seen 5 Nov 2026.
Original metadata (oai_dc) 
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	<dc:title xml:lang="en-US">PENGARUH KUALITAS LAYANAN, KEPUASAN PELANGGAN DAN BUDAYA GUSJIGANG TERHADAP LOYALITAS PELANGGAN</dc:title>
	<dc:creator>Himawati, Ulya</dc:creator>
	<dc:creator>Prajanti, Sucihatiningsih Dian Wisika</dc:creator>
	<dc:description xml:lang="en-US">penelitian ini adalah untuk mengetahui bagaimana pengaruh positif dan signifikan kualitas layanan, kepuasan pelanggan dan budaya gusjigang terhadap loyalitas pelanggan secara parsial maupun secara simultan. Populasi penelitian ini adalah pelanggan dari toko grosir pada Pasar Kliwon Kudus. Pelanggan yang tidak terdeteksi jumlahnya maka dalam penelitian ini diambil jumlah sampel sebanyak 200 orang (Hair, et. al) untuk dijadikan sebagai responden dari penelitian ini. Metode pengumpulan data menggunakan angket. Sedangkan untuk metode analisis data menggunakan Analisis Statistik Deskriptif. Hasil penelitian menunjukkan bahwa kualitas layanan berpengaruh terhadap loyalitas pelanggan sebesar 18,14 %. Kepuasan pelanggan mempengaruhi loyalitas pelanggan sebesar 49,84 % dan budaya gusjigang berpengaruh terhadap loyalitas pelanggan sebesar 15,05 %. Berdasarkan hasil penelitian, dapat disimpulkan bahwa kualitas layanan, kepuasan pelanggan dan budaya gusjigang memberikan pengaruh positif dan signifikan terhadap loyalitas pelanggan baik secara parsial maupun secara simultan.
purpose of this research is to determine how the positive and significant impact of service quality, customer satisfaction, customer loyalty and gusjigang culture partially or simultaneously to customer loyalty. The population in this research was a customer of the grocery store in the Pasar Kliwon Kudus. As the amount of customers were not detected in this research, so it was chosen 200 persons as the sample of this research (Hair, et. al) to be the respondents on this reseach. The method of data collection was questionnaire. The method of data analysis was descriptive statistics analysis. The results show that the service quality influence 18.14% on customer loyalty.&amp;nbsp; Customer satisfaction influence 49.84% on customer loyalty and culture gusjigang influence on customer loyalty 15.05%. Based on the results, it can be concluded that the service quality, customer satisfaction and culture gusjigang have effect and significant impact on customer loyalty either partially or simultaneously.</dc:description>
	<dc:publisher xml:lang="en-US">Universitas Negeri Semarang</dc:publisher>
	<dc:date>2018-01-08</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://journal.unnes.ac.id/sju/eeaj/article/view/20332</dc:identifier>
	<dc:source xml:lang="en-US">Economic Education Analysis Journal; Vol 6 No 3 (2017): Economic Education Analysis Journal; 865-876</dc:source>
	<dc:source>2502-356X</dc:source>
	<dc:source>2252-6544</dc:source>
	<dc:language>eng</dc:language>
	<dc:relation>https://journal.unnes.ac.id/sju/eeaj/article/view/20332/9647</dc:relation>
	<dc:rights xml:lang="en-US">Copyright (c) 2018 Economic Education Analysis Journal</dc:rights>
</oai_dc:dc>