SERVICE QUALITY AND CUSTOMER SATISFACTION INCREASING LOYALTY OF PASSENGERS RO-RO FERRY BAKAUHENI
This study uses a quantitative method with descriptive analysis, distributing questionnaires to passengers or users of the roro ship in Bakaheuni, Merak. This research was conducted with the objectives of the research being: To find out how the online ticket sales system is based, To find out the handling of delays on ro-ro ferries, To find out how to set up parking management at the wharf, To find out how to optimize the dock operation, To find out the process of managing the operating fleet. Result of this research the magnitude of the positive relationship of service quality and customer satisfaction with service passenger loyalty of 75.8%, while the rest is the relationship of other factors that are not analyzed in this model.
- Akdon & Riduwan. 2010. Rumus dan Data Dalam Analisis Statistika. Bandung: Alfabeta
- Anderson E. W., dan M. Sullivan. 1993. The Antecedents and Consequences of Customer Satisfaction for Firms, Marketing Science, 12 (2), 125-43.
- Crosby dan Taylor. 1983. dalam Dharmmesta, B.S., (1999) Loyalitas Pelanggan: Sebuah Kajian Konseptual sebagai Panduan bagi Peneliti, Jurnal Ekonomi dan Bisnis Indonesia, Vol. 14, No. 3. Pp. 73-88.
- Komaruddin. 2007. Pendekatan Strategi Peningkatan Kualitas Barang. Jakarta: Gunung Agung
- Marwan. 2012. Manajemen Pemasaran. Jakarta: Elex Media Komputindo
- Marpaung. 2002. Trik Penjualan Barang dan Jasa. Jakarta: Mitra Wacana Media
- Saryono. 2009. Customer Loyalty. Menumbuhkan dan Mempertahankan Kesetiaan Pelanggan. Jakarta: Erlangga
- Handoko. 2009. Refungsionalisasi Pengaturan Penjualan Untuk Meningkatkan Ekonomi Nasional. Jakarta: Raja Grafindo Perkasa
- Mulyadi. 2014. Manajemen Bisnis. Jakarta: APE Publishing
- Mowen, J.C. dan M. Minor .1998. Consumer Behavior, 5th Ed. Upper Saddle River, NJ: Prentice Hall,Inc.
- Rumpea, Sagala. 2006. Total Quality Management. Bogor: Baranangsiang
- Hamdani. 2007. Manajemen Aplikasi Perkantoran. Jakarta: Bumi Aksara
- Saladin, Djasmin. 2008. Paradigma Bisnis. Jakarta: Grasindo
- Harini. 2008. Manajemen Pemasaran. Yogyakarta: BPFE Yogyakarta
- Jones dan Sasser Oliver, Richard L. 1999. “Whence Consumer Loyalty Journal of Marketing, Vol 63 (special issue) pp. 33-44.
- Koontz O’Donnel. 2002. Definisi Manajemen Penjualan. Jakarta: Bina Insani
- Kotler, Philip. 2002. Manajemen Pemasaran I. New Jersey: Pearson Edu Inc
- -----------------; 2007. Manajemen Pemasaran II. New Jersey: Pearson Edu Inc
- -----------------; 2006. Marketing Management The Millenium Edition. Upper Saddle River New Jersey Prentice Hall International Inc
This work is licensed under a Creative Commons Attribution-NonCommercial-ShareAlike 4.0 International License.