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.
Highlights
Perusahaan Daerah Air Minum (PDAM) Kota Kendari adalah Perusahaan Milik Pemerintah Daerah
This study aims to determine the effect of service quality on customer loyalty mediated by Customer satisfaction and customer value eddition, it also examines, the effect of service quality on customer satisfaction, which is mediated by the effect of costumer value and customer satisfaction and customer value on customer loyalty mediated by trust
Peran Kualitas Layanan terhadap Kepuasan, Kepercayaan, Komitmen, dan Loyalitas Nasabah dalam Hubungan Kemitraan, Disertasi, Program Pascasarjana, Fakultas Ekonomi Universitas Brawijaya, Malang
Summary
Perusahaan Daerah Air Minum (PDAM) Kota Kendari adalah Perusahaan Milik Pemerintah Daerah. Dalam operasionalnya sebagai institusi pelayanan masyarakat akan kebutuhan air bersih, PDAM harus dikelola dengan baik berdasarkan asas manfaat ekonomi dan manfaat sosial. Sebagai perusahaan yang menghasilkan produk berupa air bersih, kualitas pelayanan merupakan aspek penting dalam mencapai tujuan Perusahaan. Namun demikian kualitas pelayanan sangat dipengaruhi oleh berbagai aspek layanan terkait dengan kepuasan pelanggan. Fenomena empirik yang terjadi pada PDAM Kota Kendari adalah pelanggan yang menunggak pembayaran rekening air bersih dariu tahun ke tahun semakin meningkat seperti Tabel 1 berikut : Tabel 1.
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