PENGARUH KUALITAS PELAYANAN TERHADAP KEPERCAYAAN PUBLIK MELALUI KOMITMEN
Abstract
pengaruh kualitas pelayanan terhadap komitmen dan
kepercayaan masyarakat Penelitian ini menggunakan pendekatan
kuantitatif dengan menggunakan instrumen berupa angket.
Sampel dalam penelitian ini berjumlah 57 orang yang merupakan
perangkat desa. Metode analisis penelitian ini adalah analisis
deskriptif dan Partial Least Square (PLS). Hasil penelitian ini
menunjukkan bahwa kualitas pelayanan berpengaruh positif dan
signifikan terhadap kepercayaan masyarakat, kualitas pelayanan
berpengaruh positif dan signifikan terhadap komitmen,
kepercayaan masyarakat berpengaruh positif dan signifikan
terhadap komitmen dan kualitas pelayanan berpengaruh positif
dan signifikan terhadap kepercayaan masyarakat melalui
komitmen penggunaan.
Keywords
Full Text:
PDF (Bahasa Indonesia)References
Aboramadan, M., Dahleez, K. and Hamad, M.H. (2020), Servant leadership and
academics outcomes in higher education: the role of job satisfaction, International
Journal of Organizational Analysis, Vol. ahead-of-print No. ahead-of-print.
https://doi.org/10.1108/IJOA-11-2019-1923
Alketbi, Salama., Muhammad Alshurideh and Barween Al Kurdi. (2020) The Influence
of Service Quality on Customers' Retention and Loyalty in the UAE Hotel Sector
with Respect to the Impact of Customer’ satisfaction, Trust, and Commitment: A
Qualitative Study. International Journal of Innovation, Creativity and Change.
www.ijicc.net. Volume 14, Issue 7.
Barry L.L., Parasuraman.A, and Zeithaml V.A, (1991). Understanding Customer
Expectations of Service, MIT Sloan Management Review. MacMillan Publishing
Co., New York
Batinggi dan Badu Ahmad, (2009), Manajemen Pelayanan Publik, Yogyakarta,. CV
Andi Ofset.
Colquitt, Jason A., Jeffery A. Lepine dan Michael J. Wesson (2015). Organizational
Behavior Improving performance and commitment in the workplace 4 edition. Mc
Graw Hill. New York.
Cox, E. (2012), Individual and organizational trust in a reciprocal peer coaching context,
Mentoring and Tutoring: Partnership in Learning, Vol. 20 No. 3, pp. 427-443.
Cravens David W. dan Nigel F. Peircy. (2009), Strategic Marketing, Ninth Edition,
McGraw Hill.
Eliza, M., Idrus. M.S., Eka Afnan Troena dan Margono Setiawan (2014). Pengaruh
Komitmen Pegawai dan Kualitas Pelayanan Terhadap Kinerja, Kepuasan
Konsumen dan Kepercayaan Masyarakat. Jurnal Aplikasi Manajemen. Volume 9
Nomor 4 Juli 2011.
Haron, R., Abdul Subar, N. and Ibrahim, K. (2020), Service quality of Islamic banks:
satisfaction, loyalty and the mediating role of trust, Islamic Economic Studies,
Vol. 28 No. 1, pp. 3-23. https://doi.org/10.1108/IES-12-2019-0041
Høgevold, N., Svensson, G. and Otero-Neira, C. (2020), Trust and commitment as
mediators between economic and non-economic satisfaction in business
relationships: a sales perspective, Journal of Business & Industrial Marketing,
Vol. 35 No. 11, pp. 1685-1700. https://doi.org/10.1108/JBIM-03-2019-0118
Lee, Hyuk Jin dan Seong, Myeong Hee (2020). A Study on the Effects of Business
Service Quality on Satisfaction, Commitment, Performance, and Loyalty at a
Private University. Journal of Asian Finance, Economics and Business Vol 7 No
(2020) 439–453
Islam, R., Ahmed, S., Rahman, M. and Al Asheq, A. (2020), Determinants of service
quality and its effect on customer satisfaction and loyalty: an empirical study of
private banking sector, The TQM Journal, Vol. ahead-of-print No. ahead-of-print.
https://doi.org/10.1108/TQM-05-2020-0119.
Kant, R. and Jaiswal, D. (2018), The impact of perceived service quality dimensions on
customer satisfaction: an empirical study on public sector banks in India,
International Journal of Bank Marketing, Vol. 35 No. 3, pp. 411-430.
Kotler, Philip and Keller, Kevin Lane, 2016. Marketing Managemen, 15th Edition,
Pearson Education,Inc.
Lanin, D. and Hermanto, N. (2019), The effect of service quality toward public
satisfaction and public trust on local government in Indonesia, International
Journal of Social Economics, Vol. 46 No. 3, pp. 377-392.
https://doi.org/10.1108/IJSE-04-2017-0151
Malhorta, Naresh (2010). Marketing Research, an Applid Orientantion. The Prentice-
Hall. Inc., New Jersey.
Meyer, J. P., & Allen, N. J. (1991). A three-component conceptualization of
organizational commitment. Human Resource Management Review, 1(1), 61e89.
Mirza Tabrani, Muslim Amin, Ahmad Nizam, (2018) Trust, commitment, customer
intimacy and customer loyalty in Islamic banking relationships, International
Journal of Bank Marketing, Vol. 36 Issue: 5, pp.823-848,
https://doi.org/10.1108/IJBM-03-2017-0054
Morgan, R. and Hunt, S. (1994), The commitment-trust theory of relationship marketing,
Journal of Marketing, Vol. 58, No. 3, pp. 20-38.
Mukherjee, A. and Nath, P. (2007), Role of electronic trust in online retailing: a re-
examination of the commitment-trust theory, European Journal of Marketing,
Vol. 41 Nos 9/10, pp. 1173-1202.
Ndubisi, N.O. 2012, Building customer loyalty in the digital age through relationship
marketing (RM) and the mediation effect of trust, Proceedings of the 5th
International Conference on Operations and Quantitative Management, Seoul,
South Korea, Korea, pp. 293-302.
Nurhadi & Azis, Asriel (2018). Pengaruh Kualitas Pelayanan Terhadap Kepercayaan Dan
Kesetiaan Konsumen. Jurnal Economia, Volume 14, Nomor1, April 2018.
Parasuraman, Valarie A. Zeithaml, and Leonard L. Berry. 1988. SERVQUAL: A
Multiple-Item Scale for Measuring Consumer Perceptions of Service Quality.
Journal of Retailing. Vol 64 (1) pp 12- 37.
Rifa’i, Muhamad., Wisari Yati dan Riski Aprilia Dwi Susanti (2020). Pengaruh
Komitmen Dan Kepuasan Terhadap Loyalitas Konsumen Melalui Kepercayaan
Dalam Menggunakan Produk Jasa Titip Toko Online. Jurnal Ilmu Manajemen dan
Akuntansi Vol. 8, No.1, 2020. Hal 61-72
Robbins Stephen P and Timothy A. Judge, (2018). Organizational Behavior (18th
Edition), Publisher 18 edition (January 14, 2018), England: Perason.
Rusfiadi, La Hatani dan Nursaban Rommy Suleman (2021). Peningkatan Kepuasan Dan
Kepercayaan Publik: Berdasarkan Prespektif Kualitas Pelayanan Dan Komitmen
(Studi Pada Pemerintahan Desa/Kelurahan Se-Kecamatan Wangi-Wangi
Selatan). JUMBO Vol. 5, No.2, Agustus 2021, hal.281-302. e-ISSN 2502-4175
Sekaran, U. and Bougie, R. (2016). Research Methods for Business: A Skill-Building
Approach. 7th Edition, Wiley & Sons, West Sussex.
Shukla, P., Banerjee, M. and Singh, J. (2016), Customer commitment to luxury brands:
antecedents and consequences, Journal of Business Research, Vol. 69 No. 1, pp.
-331.
Simone Donati, Salvatore Zappalà and Vicente González-Romá (2020), The double-edge
sword effect of interorganizational trust on involvement in interorganizational networks: The mediator role of affective commitment Author links open overlay
panel. European Management Journal, Volume 38, Issue 4, Pages 613-622.
Tjiptono, Fandy. 2014, Pemasaran Jasa – Prinsip, Penerapan, dan Penelitian,
Yogyakarta: Andi Offset.
Van Vuuren, T., Roberts-Lombard, M. and Van Tonder, E. (2013), Customer satisfaction,
trust and commitment as predictors of customer loyalty within an optometric
practice environment, Southern African Business Review, Vol. 16 No. 3, pp. 81-
Yusuf (2017). Effect of Public Services Quality on Satisfaction and Its Implication on
Public Trust. IOSR Journal of Business and Management (IOSR-JBM) e-ISSN:
-487X, p-ISSN: 2319-7668. Volume 19, Issue 2. Ver. I (Feb. 2017), PP 14-
Zanini, M. T. F., & Migueles, C. P. (2013). Trust as an element of informal coordination
and its relationship with organizational performance. EconomiA,14(2), pp 77-87.
Zeithaml, V. A., Bitner, M. J., & Gremler, D. D. (2013). Services Marketing-Integrating
Customer Focus Across the Firm. Singapore: McGraw-Hill International Edition.
Zineldin, Mosad dan Patrik Johnson, (2000). An Examination of the Main Factors
Affecting Trust/Commitment In Supplier-Dealer Relationships, The TQM
Magazine, Vol.12. hal 245-265
DOI: http://dx.doi.org/10.32833/majem.v12i2.447
Refbacks
- There are currently no refbacks.
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.