ANALISIS PENGARUH INTERNAL SERVICE QUALITY TERHADAP CUSTOMER LOYALTY MELALUI EMPLOYEES SATISFACTION, EMPLOYEES LOYALTY, EMPLOYEES PERFORMANCE DAN EXTERNAL SERVICE QUALITY SERTA CUSTOMER SATISFACTION PADA GOJEK DI KOTA SAMARINDA --

RINGKASAN
ANALISIS PENGARUH INTERNAL SERVICE QUALITY TERHADAP CUSTOMER LOYALTY MELALUI EMPLOYEES SATISFACTION, EMPLOYEES LOYALTY, EMPLOYEES PERFORMANCE DAN EXTERNAL SERVICE QUALITY SERTA CUSTOMER SATISFACTION PADA GOJEK DI KOTA SAMARINDA

FABRI SETYAWAN
Tujuan dari penelitian ini adalah untuk menganalisis dan membuktikan pengaruh internal service quality terhadap employee satisfaction pada Gojek di Kota Samarinda, pengaruh employee satisfaction terhadap employee loyalty pada Gojek di Kota Samarinda, pengaruh employee satisfaction terhadap employee performance pada Gojek, pengaruh employee loyalty terhadap external service quality pada Gojek di Samarinda, pengaruh employee performance terhadap external service quality pada Gojek di Kota Samarinda, pengaruh external service quality terhadap customer satisfaction pada Gojek di Kota Samarinda dan pengaruh customer satisfaction terhadap customer loyalty pada Gojek di Kota Samarinda. Dan penelitian ini menggunakan metode survei dengan sampel 140 yang tersebar di Kota Samarinda dengan teknik pengambilan sampel Accidental Sampling Methode. Responden hanya diwawancarai satu kali ketika bertemu (cross section). Data dari responden (Primary Data) kemudian ditabulasikan dan diuji menggunakan metode statistik. Data dikumpulkan dengan menggunakan alat bantu penelitian (kuisioner) yang telah diuji tingkat validitas dan reliabilitasnya. Dari hasil uji tersebut seluruh instrumen pertanyaan penelitian dinyatakan valid (nilai koefisien > 0.30) dan dinyatakan reliabel (nilai alpa > 0.60).
Hasil penelitian setelah dilakukan uji statistik dengan alat bantu SEM-AMOS versi 5.0 menunjukan hasil sebagai berikut internal service quality berpengaruh positif signifikan terhadap employee satisfaction pada Gojek di Kota Samarinda, employee satisfaction berpengaruh positif signifikan terhadap employee loyalty pada Gojek di Kota Samarinda, employee satisfaction berpengaruh positif signifikan terhadap employee performance pada Gojek di Kota Samarinda, employee loyalty berpengaruh positif tidak signifikan terhadap external service quality pada Gojek di Kota Samarinda, employee performance berpengaruh negatf tidak signifikan terhadap external service quality pada Gojek di Kota Samarinda, external service quality berpengaruh positif signifikan terhadap customer satisfaction pada Gojek di Kota Samarinda dan customer satisfaction berpengaruh positif signifikan terhadap customer loyalty.


Kata Kunci: internal service quality, employee satisfaction, employee loyalty, employee performance, external service quality, customer satisfaction, customer loyalty
ABSTRACT

The purpose of this study was to analyze and prove the influence of internal service quality on employee satisfaction on Gojek in Samarinda, the influence of employee satisfaction on employee loyalty on Gojek in Samarinda, the influence of employee satisfaction on employee performance on Gojek in Samarinda, the influence of employee loyalty on external service quality on Gojek in Samarinda, the influence of employee performance on external service quality on Gojek in Samarinda. The influence of external service quality on customer satisfaction on Gojek in Samarinda and the influence of customer satisfaction on customer loyalty on Gojek in Samarinda. And this study uses a survey method with 140 samples scattered in Samarinda with the sampling technique Accidental Sampling Method. Respondents were only interviewed once when meeting (cross section). Data from respondents (Primary Data) are then tabulated and tested using statistical methods. Data is collected using research aids (questionnaires) that have been tested for validity and reliability. From the results of the test all instruments of the research question were declared valid (coefficient value> 0.30) and stated reliably (negative value> 0.60).
The results of the study after a statistical test with SEM-AMOS version 5.0 shows the following results: internal service quality has a positive significant effect on employee satisfaction on Gojek in Samarinda, employee satisfaction has a positive significant effect on employee loyalty on Gojek in Samarinda, employee satisfaction has an effect positive significant effect on employee performance on Gojek in Samarinda, employee loyalty has a positive significant effect on external service quality on Gojek in Samarinda, employee performance has a negative effect not significant on external service quality on Gojek in Samarinda, external service quality has a positive significant effect on customer satisfaction on Gojek in Samarinda and customer satisfaction has a positive significant effect on customer loyalty on Gojek in Samarinda.

Keyword: internal service quality, employee satisfaction, employee loyalty, employee performance, external service quality, customer satisfaction, customer loyalty.