Menguji Dimensi Kualitas Layanan Terhadap Kepuasan Konsumen Callalily Wedding Organizer Serta Dampaknya Pada Wom Intention
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Oct 13, 2024
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Abstract
Kepuasan merupakan hasil penting yang harus diraih oleh perusahaan penyedia jasa, termasuk jasa wedding organizer. Penelitian ini menginvestigasi pengaruh dimensi-dimensi kualitas terhadap WoM intention melalui kepuasan konsumen studi pada wedding organizer Callalily di Jogjakarta. Sebanyak 100 responden digunakan pada penelitian ini. Teknik pengambilan data dengan menggunakan purposive sampling, kemudian diolah dengan bantuan software SPSS 28 dan dianalisis dengan regresi linear berganda. Penelitian menunjukkan hasil bahwa tangible, responsiveness, reliability, empathy, dan assurance terbukti berpengaruh terhadap kepuasan konsumen. Selain itu, variabel tangible, reliability, dan empathy terbukti signifikan terhadap WoM intention tetapi responsiveness dan assurance tidak signifikan terhadap WoM intention. Temuan lain berhasil membuktikan bahwa variabel kepuasan konsumen secara signifikan mampu memberikan pengaruh tehadap WoM intention. Kontribusi praktis dari hasil penelitian adalah dapat dijadikan sebagai bahan referensi bagi wedding organizer callalily dalam memberikan dan meningkatkan pelayanan yang terbaik kepada klien.
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This work is licensed under a Creative Commons Attribution-NonCommercial 4.0 International License.
LPPM Politeknik Piksi Ganesha Indonesia
How to Cite
Susanti, D. N., & Riptiono, S. (2024). Menguji Dimensi Kualitas Layanan Terhadap Kepuasan Konsumen Callalily Wedding Organizer Serta Dampaknya Pada Wom Intention. Jurnal E-Bis, 8(2), 629-641. https://doi.org/10.37339/e-bis.v8i2.1714
References
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Ahmad, W., & Zhang, Q. (2020). Green purchase intention: Effects of electronic service quality and customer green psychology. Journal of Cleaner Production, 267(May), 122053. https://doi.org/10.1016/j.jclepro.2020.122053
Ainun Rachmawati dan Yuni Nurhamida. (2018). The Impact of Service Quality, Patient Satisfaction, and Trust on Positive Word of Mouth (WOM) of Dental Clinic’s Patients. Journal of International Conference Proceedings, 06(1), 68–72.
Ajzen, I. (2015). Consumer attitudes and behavior : The theory of planned behavior applied to food consumption decisions . Icek Ajzen Consumer attitudes and behavior : the theory of planned behavior applied to food consumption decisions. Rivista Di Economia Agraria, LXX(2), 121–138. https://doi.org/10.13128/REA-18003
Alrwashdeh, M., Jahmani, A., Ibrahim, B., & Aljuhmani, H. Y. (2020). Data to model the effects of perceived telecommunication service quality and value on the degree of user satisfaction and e-WOM among telecommunications users in North Cyprus. Data in Brief, 28, 104981. https://doi.org/10.1016/j.dib.2019.104981
Altunel, M. C., & Erkut, B. (2015). Cultural Tourism in Istanbul: The Mediation Effect of Tourist Experience and Satisfaction on the Relationship Between Involvement and Recommendation Intention. Journal of Destination Marketing & Management, 1–9. https://doi.org/10.1016/j.jdmm.2015.06.003
Anita, T. L. (2019). The Effect of Perceived Quality in E-commerce to Customer Loyalty (WOM, INTENT, TRUST) Through Customer Satisfaction. Jurnal Hospitality Dan Pariwisata, 4(1), 29–39. https://journal.ubm.ac.id/index.php/hospitality-pariwisata/article/view/1520%0Ahttps://journal.ubm.ac.id/index.php/hospitality-pariwisata/article/viewFile/1520/1293
Asnawi, N., Sukoco, B. M., & Fanani, M. A. (2019). The role of service quality within Indonesian customers satisfaction and loyalty and its impact on Islamic banks. Journal of Islamic Marketing, 11(1), 192–212. https://doi.org/10.1108/JIMA-03-2017-0033
Butt, M. M., & Aftab, M. (2013). Incorporating attitude towards Halal banking in an integrated service quality, satisfaction, trust and loyalty model in online Islamic banking context. International Journal of Bank Marketing, 31(1), 6–23. https://doi.org/10.1108/02652321311292029
El-Adly, M. I. (2019). Modelling the relationship between hotel perceived value, customer satisfaction, and customer loyalty. Journal of Retailing and Consumer Services, 50(July 2018), 322–332. https://doi.org/10.1016/j.jretconser.2018.07.007
Gholipour Soleimani, A., & Einolahzadeh, H. (2018). The influence of service quality on revisit intention: The mediating role of WOM and satisfaction (Case study: Guilan travel agencies). Cogent Social Sciences, 4(1), 1–14. https://doi.org/10.1080/23311886.2018.1560651
Haryoko, U. B., Delimah Pasaribu, V. L., & Ardiyansyah, A. (2020). Pengaruh Harga Dan Kualitas Pelayanan Terhadap Kepuasan Konsumen Pada Firman Dekorasi (Wedding Organizer). Point:Jurnal Ekonomi Dan Manajemen, 2(1). https://doi.org/10.46918/point.v2i1.566
Hikmah, A. N., & Riptiono, S. (2020). Pengaruh Customer Engagement Dan E-Service Quality Terhadap Online Repurchase Intention Dengan Customer Satisfaction Sebagai Variabel Intervening Pada Marketplace Shopee. Jurnal Ilmiah Mahasiswa Manajemen Bisnis Dan Akuntansi, 2(1), 89–100.
Idris, M., Maupa, H., Muis, M., & Pono, M. (2020). The Mediation of Brand Religiosity Image between Customer Satisfaction and Loyalty at Islamic Bank in Makassar, South Sulawesi, Indonesia. International Journal of Multicultural and Multireligious Understanding, 445–455. https://doi.org/http://dx.doi.org/10.18415/ijmmu.v7i2.1481
Ifie, K., Simintiras, A. C., Dwivedi, Y., & Mavridou, V. (2018). How service quality and outcome confidence drive pre-outcome word-of-mouth. Journal of Retailing and Consumer Services, 44, 214–221. https://doi.org/10.1016/j.jretconser.2018.07.002
Jiewanto, A., Laurens, C., & Nelloh, L. (2012). Influence of Service Quality, University Image, and Student Satisfaction toward WOM Intention: A Case Study on Universitas Pelita Harapan Surabaya. Procedia - Social and Behavioral Sciences, 40, 16–23. https://doi.org/10.1016/j.sbspro.2012.03.155
Karami, M., & Elahinia, N. (2019). The influence of service quality on Iranian students satisfaction, loyalty and WOM: A case study of North Cyprus. Pressacademia, 6(1), 21–34. https://doi.org/10.17261/pressacademia.2019.1031
Kusumawati, A., Utomo, H. S., Suharyono, S., & Sunarti, S. (2020). Effects of sustainability on WoM intention and revisit intention, with environmental awareness as a moderator. Management of Environmental Quality: An International Journal, 31(1), 273–288. https://doi.org/10.1108/MEQ-03-2019-0064
Meesala, A., & Paul, J. (2018). Service Quality, Consumer Satisfaction and Loyalty in Hospitals: Thinking for the Future. Journal of Retailing and Consumer Service, 40, 261–269. https://doi.org/http://dx.doi.org/10.1016/j.jretconser.2016.10.011
Mihić, M., & Milaković, I. K. (2017). Examining shopping enjoyment : personal factors , word of mouth and moderating effects of demographics. Economic Research-Ekonomska Istraživanja, 30(1), 1300–1317. https://doi.org/10.1080/1331677X.2017.1355255
Milliman, J., Gatling, A., & Sunny, J. (2018). The effect of workplace spirituality on hospitality employee engagement, intention to stay, and service delivery. Journal of Hospitality and Tourism Management, 35, 56–65. https://doi.org/10.1016/j.jhtm.2018.03.002
Min Tun, P. (2021). The Effects of Service Quality and Positive Recommendation on Trust Building in Mobile Banking Adoption Among the Customers of Private Banks in Myanmar. Journal of Accounting and Strategic Finance, 4(2), 152–171. https://doi.org/10.33005/jasf.v4i2.192
Mukerjee, K. (2018). The impact of brand experience, service quality and perceived value on word of mouth of retail bank customers: Investigating the mediating effect of loyalty. Journal of Financial Services Marketing, 23(1), 12–24. https://doi.org/10.1057/s41264-018-0039-8
Prayogo, R. R., & Kusumawardhani, A. (2016). Examining Relationships of Destination Image, Service Quality, e-WOM, and Revisit Intention to Sabang Island, Indonesia. Asia Pacific Management and Business Application, 5(2), 85–96. https://doi.org/10.21776/ub.apmba.2016.005.02.3
Rasoolimanesh, S. M., Seyfi, S., Rather, R. A., & Hall, C. M. (2021). Investigating the mediating role of visitor satisfaction in the relationship between memorable tourism experiences and behavioral intentions in heritage tourism context. Tourism Review. https://doi.org/10.1108/TR-02-2021-0086
Süer, S. (2021). The Relationship between Tourist Satisfaction and Service Quality with Recommendation Intention: Study of a Cultural Heritage Site. Journal of Tourism and Gastronomy Studies, 9(2), 710–724. https://doi.org/10.21325/jotags.2021.812
Sulistiyawan, E., Salim, U., Rofiq, A., & Rofiaty. (2019). The role of the sharia banking service quality in creating customers’ satisfaction and happiness (a survey of state-owned sharia banks in Indonesia). Banks and Bank Systems, 14(4), 69–77. https://doi.org/10.21511/bbs.14(4).2019.07
Syah, T. Y. R., & Wijoyo, C. K. (2021). Service Quality and Customer Satisfaction on WOM a Private Hospital in Indonesia. JMMR (Jurnal Medicoeticolegal Dan Manajemen Rumah Sakit), 10(1), LAYOUTING. https://doi.org/10.18196/jmmr.v10i1.10141
Tantu, A. (2013). Asbar Tantu Arti Pentingnya Pernikahan ARTI PENTINGNYA PERNIKAHAN Oleh: Drs. Asbar Tantu, MH 1 . Al Hikmah, XIV No. 2, 257–265.
Tenreng, M., Idrus, A., Lalo, A., & Badruddin, S. (2019). Perceived service quality, supply chain collaboration, supply chain management as antecedents of loyalty and customer satisfaction: Exploring moderating role of WOM. International Journal of Supply Chain Management, 8(6), 412–419.
Van Tonder, E., Petzer, D. J., Van Vuuren, N., & De Beer, L. T. (2018). Perceived value, relationship quality and positive WOM intention in banking. International Journal of Bank Marketing., 1–23.
Wahyoedia, S., Sudiro, A., Sunaryo, S., & Sudjatno, S. (2021). The effect of religiosity and service quality on customer loyalty of Islamic banks mediated by customer trust and satisfaction. Managment Science Letters, 11, 187–194. https://doi.org/10.5267/j.msl.2020.1.004
Wulandari, J., & Komalasari, E. (2022). Pengaruh Strategi Pemasaran Usaha Jasa Wedding Organizer Terhadap Kepuasan Konsumen Pada Ud. Julia Pelaminan Pekanbaru. Valuta, 8(1), 68–76.
Zeithaml, V., Parasuraman, A., & Berry, L. (1993). More on improving service quality measurement. Journal of Retailing, 69(1), 140–147.
Ahmad, W., & Zhang, Q. (2020). Green purchase intention: Effects of electronic service quality and customer green psychology. Journal of Cleaner Production, 267(May), 122053. https://doi.org/10.1016/j.jclepro.2020.122053
Ainun Rachmawati dan Yuni Nurhamida. (2018). The Impact of Service Quality, Patient Satisfaction, and Trust on Positive Word of Mouth (WOM) of Dental Clinic’s Patients. Journal of International Conference Proceedings, 06(1), 68–72.
Ajzen, I. (2015). Consumer attitudes and behavior : The theory of planned behavior applied to food consumption decisions . Icek Ajzen Consumer attitudes and behavior : the theory of planned behavior applied to food consumption decisions. Rivista Di Economia Agraria, LXX(2), 121–138. https://doi.org/10.13128/REA-18003
Alrwashdeh, M., Jahmani, A., Ibrahim, B., & Aljuhmani, H. Y. (2020). Data to model the effects of perceived telecommunication service quality and value on the degree of user satisfaction and e-WOM among telecommunications users in North Cyprus. Data in Brief, 28, 104981. https://doi.org/10.1016/j.dib.2019.104981
Altunel, M. C., & Erkut, B. (2015). Cultural Tourism in Istanbul: The Mediation Effect of Tourist Experience and Satisfaction on the Relationship Between Involvement and Recommendation Intention. Journal of Destination Marketing & Management, 1–9. https://doi.org/10.1016/j.jdmm.2015.06.003
Anita, T. L. (2019). The Effect of Perceived Quality in E-commerce to Customer Loyalty (WOM, INTENT, TRUST) Through Customer Satisfaction. Jurnal Hospitality Dan Pariwisata, 4(1), 29–39. https://journal.ubm.ac.id/index.php/hospitality-pariwisata/article/view/1520%0Ahttps://journal.ubm.ac.id/index.php/hospitality-pariwisata/article/viewFile/1520/1293
Asnawi, N., Sukoco, B. M., & Fanani, M. A. (2019). The role of service quality within Indonesian customers satisfaction and loyalty and its impact on Islamic banks. Journal of Islamic Marketing, 11(1), 192–212. https://doi.org/10.1108/JIMA-03-2017-0033
Butt, M. M., & Aftab, M. (2013). Incorporating attitude towards Halal banking in an integrated service quality, satisfaction, trust and loyalty model in online Islamic banking context. International Journal of Bank Marketing, 31(1), 6–23. https://doi.org/10.1108/02652321311292029
El-Adly, M. I. (2019). Modelling the relationship between hotel perceived value, customer satisfaction, and customer loyalty. Journal of Retailing and Consumer Services, 50(July 2018), 322–332. https://doi.org/10.1016/j.jretconser.2018.07.007
Gholipour Soleimani, A., & Einolahzadeh, H. (2018). The influence of service quality on revisit intention: The mediating role of WOM and satisfaction (Case study: Guilan travel agencies). Cogent Social Sciences, 4(1), 1–14. https://doi.org/10.1080/23311886.2018.1560651
Haryoko, U. B., Delimah Pasaribu, V. L., & Ardiyansyah, A. (2020). Pengaruh Harga Dan Kualitas Pelayanan Terhadap Kepuasan Konsumen Pada Firman Dekorasi (Wedding Organizer). Point:Jurnal Ekonomi Dan Manajemen, 2(1). https://doi.org/10.46918/point.v2i1.566
Hikmah, A. N., & Riptiono, S. (2020). Pengaruh Customer Engagement Dan E-Service Quality Terhadap Online Repurchase Intention Dengan Customer Satisfaction Sebagai Variabel Intervening Pada Marketplace Shopee. Jurnal Ilmiah Mahasiswa Manajemen Bisnis Dan Akuntansi, 2(1), 89–100.
Idris, M., Maupa, H., Muis, M., & Pono, M. (2020). The Mediation of Brand Religiosity Image between Customer Satisfaction and Loyalty at Islamic Bank in Makassar, South Sulawesi, Indonesia. International Journal of Multicultural and Multireligious Understanding, 445–455. https://doi.org/http://dx.doi.org/10.18415/ijmmu.v7i2.1481
Ifie, K., Simintiras, A. C., Dwivedi, Y., & Mavridou, V. (2018). How service quality and outcome confidence drive pre-outcome word-of-mouth. Journal of Retailing and Consumer Services, 44, 214–221. https://doi.org/10.1016/j.jretconser.2018.07.002
Jiewanto, A., Laurens, C., & Nelloh, L. (2012). Influence of Service Quality, University Image, and Student Satisfaction toward WOM Intention: A Case Study on Universitas Pelita Harapan Surabaya. Procedia - Social and Behavioral Sciences, 40, 16–23. https://doi.org/10.1016/j.sbspro.2012.03.155
Karami, M., & Elahinia, N. (2019). The influence of service quality on Iranian students satisfaction, loyalty and WOM: A case study of North Cyprus. Pressacademia, 6(1), 21–34. https://doi.org/10.17261/pressacademia.2019.1031
Kusumawati, A., Utomo, H. S., Suharyono, S., & Sunarti, S. (2020). Effects of sustainability on WoM intention and revisit intention, with environmental awareness as a moderator. Management of Environmental Quality: An International Journal, 31(1), 273–288. https://doi.org/10.1108/MEQ-03-2019-0064
Meesala, A., & Paul, J. (2018). Service Quality, Consumer Satisfaction and Loyalty in Hospitals: Thinking for the Future. Journal of Retailing and Consumer Service, 40, 261–269. https://doi.org/http://dx.doi.org/10.1016/j.jretconser.2016.10.011
Mihić, M., & Milaković, I. K. (2017). Examining shopping enjoyment : personal factors , word of mouth and moderating effects of demographics. Economic Research-Ekonomska Istraživanja, 30(1), 1300–1317. https://doi.org/10.1080/1331677X.2017.1355255
Milliman, J., Gatling, A., & Sunny, J. (2018). The effect of workplace spirituality on hospitality employee engagement, intention to stay, and service delivery. Journal of Hospitality and Tourism Management, 35, 56–65. https://doi.org/10.1016/j.jhtm.2018.03.002
Min Tun, P. (2021). The Effects of Service Quality and Positive Recommendation on Trust Building in Mobile Banking Adoption Among the Customers of Private Banks in Myanmar. Journal of Accounting and Strategic Finance, 4(2), 152–171. https://doi.org/10.33005/jasf.v4i2.192
Mukerjee, K. (2018). The impact of brand experience, service quality and perceived value on word of mouth of retail bank customers: Investigating the mediating effect of loyalty. Journal of Financial Services Marketing, 23(1), 12–24. https://doi.org/10.1057/s41264-018-0039-8
Prayogo, R. R., & Kusumawardhani, A. (2016). Examining Relationships of Destination Image, Service Quality, e-WOM, and Revisit Intention to Sabang Island, Indonesia. Asia Pacific Management and Business Application, 5(2), 85–96. https://doi.org/10.21776/ub.apmba.2016.005.02.3
Rasoolimanesh, S. M., Seyfi, S., Rather, R. A., & Hall, C. M. (2021). Investigating the mediating role of visitor satisfaction in the relationship between memorable tourism experiences and behavioral intentions in heritage tourism context. Tourism Review. https://doi.org/10.1108/TR-02-2021-0086
Süer, S. (2021). The Relationship between Tourist Satisfaction and Service Quality with Recommendation Intention: Study of a Cultural Heritage Site. Journal of Tourism and Gastronomy Studies, 9(2), 710–724. https://doi.org/10.21325/jotags.2021.812
Sulistiyawan, E., Salim, U., Rofiq, A., & Rofiaty. (2019). The role of the sharia banking service quality in creating customers’ satisfaction and happiness (a survey of state-owned sharia banks in Indonesia). Banks and Bank Systems, 14(4), 69–77. https://doi.org/10.21511/bbs.14(4).2019.07
Syah, T. Y. R., & Wijoyo, C. K. (2021). Service Quality and Customer Satisfaction on WOM a Private Hospital in Indonesia. JMMR (Jurnal Medicoeticolegal Dan Manajemen Rumah Sakit), 10(1), LAYOUTING. https://doi.org/10.18196/jmmr.v10i1.10141
Tantu, A. (2013). Asbar Tantu Arti Pentingnya Pernikahan ARTI PENTINGNYA PERNIKAHAN Oleh: Drs. Asbar Tantu, MH 1 . Al Hikmah, XIV No. 2, 257–265.
Tenreng, M., Idrus, A., Lalo, A., & Badruddin, S. (2019). Perceived service quality, supply chain collaboration, supply chain management as antecedents of loyalty and customer satisfaction: Exploring moderating role of WOM. International Journal of Supply Chain Management, 8(6), 412–419.
Van Tonder, E., Petzer, D. J., Van Vuuren, N., & De Beer, L. T. (2018). Perceived value, relationship quality and positive WOM intention in banking. International Journal of Bank Marketing., 1–23.
Wahyoedia, S., Sudiro, A., Sunaryo, S., & Sudjatno, S. (2021). The effect of religiosity and service quality on customer loyalty of Islamic banks mediated by customer trust and satisfaction. Managment Science Letters, 11, 187–194. https://doi.org/10.5267/j.msl.2020.1.004
Wulandari, J., & Komalasari, E. (2022). Pengaruh Strategi Pemasaran Usaha Jasa Wedding Organizer Terhadap Kepuasan Konsumen Pada Ud. Julia Pelaminan Pekanbaru. Valuta, 8(1), 68–76.
Zeithaml, V., Parasuraman, A., & Berry, L. (1993). More on improving service quality measurement. Journal of Retailing, 69(1), 140–147.