Analisis Dimensi Kualitas Pelayanan dan Pengaruhnya Terhadap Loyalitas Wajib Pajak Restoran dengan Kepuasan Sebagai Variabel Mediator  

Oleh:

Sefnedi ; Indra

Jenis: Article from Journal - ilmiah nasional
Dalam koleksi: Jurnal Universitas Paramadina vol. 10 no. 03 (Dec. 2013), page 864-877.
Topik: service quality; customer satisfaction; restaurant taxing customer loyalty
Fulltext: JJ11486410032013.pdf (93.39KB)

Ketersediaan

Perpustakaan Pusat (Semanggi) Nomor Panggil: JJ114 Non-tandon: 1 (dapat dipinjam: 0) Tandon: tidak ada

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Isi artikel

Taxing revenue plays important role in budgeting of every country and region. One of regions that depends on its revenue from restaurant taxing sector is regency of West Pasaman. Therefore, regional taxing management becames more crutial and affected by the customer loyalty. Among the broad factors that are able to impact restourant taxing customer namely service quality and customer satisfaction. The purpose of this research is to inversigate the mediating role of customer satisfaction on the relationship between service quality dimensions and customer loyalty. This research conceptualizes the service quality consists of five dimensions namely tangibles, empathy, reliability, responsiveness and assurance. The research population is all restaurant taxing customers located in regency of West Pasaman which accounted for 98 people and considered as research respondent. In order to test hypotheses development, this research performs multiple and hierarchical regressions by performing Statistical Package for Social Science (SPSS) version 19.0. The result of analysis shows that 1) Dimensions of empathy, reliability, responsiveness and assurance significantly influence restaurant taxing customer loyalty, while dimension of tangible did not have significant effect. 2) Dimensions of tangibles, empathy, reliability, responsiveness and assurance significantly influence restaurant taxing customer satisfaction. 3) Customer satisfaction significantly influences restaurant taxing customer loyalty. 4) Customer satisfaction plays as mediating variable on the relationship between dimensions of empathy, reliability, responsiveness, assurance and restaurant taxing customer loyalty. 5) The results of analysis provide practical contribution and recommendation to enhancing customer satisfaction by implementing better service quality.

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