QUALITY CONTROL OF ELEVATOR AND ESCALATOR MAINTENANCE SERVICES AT PT ABC SURABAYA
DOI:
https://doi.org/10.31933/dijms.v2i6.860Keywords:
Service Quality, Product Quality, Trust, Brand Image, Usage DecisionAbstract
This study aims to analyze the relationship between service quality, product quality and trust in the decision to use brand image as an intervening medium inservice providers elevator and escalator. This type of research is an explanatory research type using quantitative descriptive research methods. The sample used was 70 respondents. The data was processed using themethod Structural Equation Model-Partial Least Square. The results showed that: (1) service quality and product quality had a positive and significant effect on brand image; (2) service quality, brand image and trust have a positive and significant effect on usage decisions; (3) there is a positive and significant influence between service quality and product quality on the decision to use brand image as a mediating variable.
References
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Christie H. K. Pasaribu., Sugiyono Madelan., Saluy,Ahmad Badawi., (2021)” Single and Multifactor Productivity Analysis of Manual and Automatic Machines at Powder Coating Company PT. TKM in Bekasi” International Journal of Innovative Science and Research Technology, International Journal of Innovative Science and Research Technology, Vol.6, Issue, 2. Page, 518-524.
Dicky Darmajaya, I. B., & Sukawati, T. G. R. (2018). Peran Citra Merek Memediasi Pengaruh Kualitas Produk Terhadap Keputusan Pembelian. E-Jurnal Manajemen Universitas Udayana, 7(12), 6931. https://doi.org/10.24843/ejmunud.2018.v07.i12.p01
Doddy Agustiandi., Sugiyono Madelan., Saluy,Ahmad Badawi.,(2021).” Quality Control Analysis Using Six Sigma Method to Reduce Post Pin Isolator Riject in Natural Drying Pt Xyz”. International Journal of Innovative Science and Research Technology.Vol.6.Issu,1.Page, 1417-1426.
Fahrian, F., Hasiolan, L. B., & Haryono, A. T. (2015). Pengaruh Citra Merek, Lokasi, Kepercayaan Dan Kualitas Pelayanan Terhadap Minat Membeli Bbm Di Spbu Gasindo Mekar Putra Semarang. Journal of Management, 1(1), 110. http://jurnal.unpand.ac.id/index.php/MS/article/view/261
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Ghazali, D., Magister, P., Industri, T., Sarjana, P. P., & Buana, U. M. (2018). Desain Peningkatan Kepuasan Pelanggan Dalam Industri Jasa Pemeliharaan Lift Dan Eskalator.
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Liu, C., Bao, Z., & Zheng, C. (2019). Exploring Consumers’ Purchase Intention in Social Commerce?: An Empirical Study Based on Trust, Argument Quality, and Social Presence. Asia Pacific Journal of Marketing and Logistics, 31(2), 378–397. https://doi.org/10.1108/APJML-05-2018-0170
Phung, M. T., Ly, P. T. M., & Nguyen, T. T. (2019). The Effect of Authenticity Perceptions and Brand Equity on Brand Choice Intention. Journal of Business Research, 101(19), 726–736. https://doi.org/10.1016/j.jbusres.2019.01.002
Putri, L. G. D. anggara, & Sukaatmadja, I. P. G. (2018). Peran Kepercayaan Memediasi Citra Merek Terhadap Niat Beli Pada Produk Smartphone Samsung Di Kota Denpasar. E-Jurnal Manajemen Universitas Udayana, 7(5), 2470. https://doi.org/10.24843/ejmunud.2018.v07.i05.p06
Raditya, B., Yuliati, L. N., & Krisnatuti, D. (2019). Analysis of the Effect of Brand Image, Product Quality and After-Sales Service on Repurchase Decision of Samsung Smartphones. Russian Journal of Agricultural and Socio-Economic Sciences, 92(8), 19–32. https://doi.org/10.18551/rjoas.2019-08.03
Ray, A., Kumar, P., Chakraborty, S., & Dasgupta, S. A. (2020). Exploring The Impact of Different Factors on Brand Equity and Intention to Take up Online Courses From e-Learning Platforms. Journal of Retailing and Consumer Services, October, 102351. https://doi.org/10.1016/j.jretconser.2020.102351
Rusdiana, H., Moh Ali Ramdhani, P. H., & Guru Besar UIN Sunan Gunung Djati Bandung, M. (2014). Manajemen Operasi. http://digilib.uinsgd.ac.id/8788/1/Buku Manajemen Operasi.pdf
Saleem, M. A., Zahra, S., & Yaseen, A. (2017). Impact of Service Quality and Trust on Repurchase Intentions – The Case of the Pakistan Airline Industry. Asia Pacific Journal of Marketing and Logistics, 29(5), 1136–1159. https://doi.org/10.1108/APJML-10-2016-0192
Saluy, A. B., & Kemalasari, N. W. (2017, July). Analisis Pengaruh Kualitas Pelayanan, Kualitas Produk, Dan Harga Terhadap Keputusan Pembelian Pelanggan PT. XYZ. In Seminar Ekonomi dan Bisnis (SNEBIS) (Vol. 1, No. 1).
Santoso, A., & Harmoni. (2016). Pengaruh Kualitas Produk Dan Ekuitas Merek Terhadap Keputusan Pembelian. Ekuilibrium?: Jurnal Ilmiah Bidang Ilmu Ekonomi, 11(1), 43. https://doi.org/10.24269/ekuilibrium.v11i1.112
Shi, S., Mu, R., Lin, L., Chen, Y., Kou, G., & Chen, X.-J. (2018). The Impact of Perceived Online Service Quality on Swift Guanxi?: Implications for Customer Repurchase Intention. Internet Research, 28(2), 432–455. https://doi.org/10.1108/intr-12-2016-0389
Sinaga, D., Madelan, S., & Saluy, A. B., (2021). Analysis Supply Chain Management Performance Using SCOR Method in Compressor Distributor Company at PT. Pola Petro Development. International Journal of Innovative Science and Research Technology, Volume 6, Issue 2, February – 2021,Page 91-102.
Slack, N., Brandon-Jones, A., & Jhonston, Ro. (2013). Operations Management, Seventh Edition. In Pearson Education. https://doi.org/10.4135/9781446262733
Slack, N., & Lewis, M. (2008). Operations strategy, Second Edition. In Pearson Education. https://doi.org/10.4324/9780203361528_chapter_11
Stevenson, W. J., & Chuong, S. C. (2013). Manajemen Operasi Perspektif Asia. Analisis Pendapatan Dan Tingkat Kesejahteraan Rumah Tangga Petani, 53(9), 1689–1699.
Sugiyono. (2010). Metode Penelitian Bisnis (Pendekatan Kuantitatif, Kualitatif dan R&D).
Sugiyono. (2020). Optimalisasi Ekspor Produk Ekonomi Kreatif Indonesia Menuju Peningkatan Dayasaing. Business Economic, Communication, and Social Sciences, 2(3), 33–44.
Susilana, R. (n.d.). Modul Populasi dan Sampel. http://file.upi.edu/Direktori/DUAL-MODES/PENELITIAN_PENDIDIKAN/BBM_6.pdf
Tong, X., & Su, J. (2018). Exploring Young Consumers’ Trust and Purchase Intention of Organic Cotton Apparel. Journal of Consumer Marketing, 35(5), 522–532. https://doi.org/10.1108/JCM-04-2017-2176
Aks, S. M. Y., & Prasetyo, B. S. (2019). Pengaruh Kualitas Jasa Pelayanan Dan Citra Merek Perusahaan Terhadap Minat Konsumen Pada Penggunaan Jasa PT Quest Geophysical Asia. 1–13.
Amalia Utami Dewi., Madelan, Sugiyono., Ahmad Badawi saluy., (2021)” Analysis of the Application of Total Quality Management in Lens Products in PT. XYZ” Scholars Bulletin, Scholars Bulletin. Vol.7, Issu,3. Page, 14-20
Amron. (2018a). The Influence of Brand Image, Brand Trust, Product Quality, and Price on the Consumer’s Buying Decision of MPV Cars. European Scientific Journal, ESJ, 14(13), 228. https://doi.org/10.19044/esj.2018.v14n13p228
Amron, A. (2018b). Effects of Product Quality, Price, and Brand Image on the Buying Decision of City Car Product. Archives of Business Research, 6(4), 1–8. https://doi.org/10.14738/abr.64.4374
Aptaguna, A., & Pitaloka, E. (2016). Pengaruh Kualitas Layanan Dan Harga Terhadap Minat Beli Jasa Go-Jek. Widyakala Journal, 3(2012), 49. https://doi.org/10.36262/widyakala.v3i0.24
Ariani, D. W. (2014). Manajemen Operasional dan Strategi Operasional. In Lingkarlsm.Com. http://lingkarlsm.com/manajemen-operasional-dan-strategi-operasional/
Christie H. K. Pasaribu., Sugiyono Madelan., Saluy,Ahmad Badawi., (2021)” Single and Multifactor Productivity Analysis of Manual and Automatic Machines at Powder Coating Company PT. TKM in Bekasi” International Journal of Innovative Science and Research Technology, International Journal of Innovative Science and Research Technology, Vol.6, Issue, 2. Page, 518-524.
Dicky Darmajaya, I. B., & Sukawati, T. G. R. (2018). Peran Citra Merek Memediasi Pengaruh Kualitas Produk Terhadap Keputusan Pembelian. E-Jurnal Manajemen Universitas Udayana, 7(12), 6931. https://doi.org/10.24843/ejmunud.2018.v07.i12.p01
Doddy Agustiandi., Sugiyono Madelan., Saluy,Ahmad Badawi.,(2021).” Quality Control Analysis Using Six Sigma Method to Reduce Post Pin Isolator Riject in Natural Drying Pt Xyz”. International Journal of Innovative Science and Research Technology.Vol.6.Issu,1.Page, 1417-1426.
Fahrian, F., Hasiolan, L. B., & Haryono, A. T. (2015). Pengaruh Citra Merek, Lokasi, Kepercayaan Dan Kualitas Pelayanan Terhadap Minat Membeli Bbm Di Spbu Gasindo Mekar Putra Semarang. Journal of Management, 1(1), 110. http://jurnal.unpand.ac.id/index.php/MS/article/view/261
Fatihudin, D., Mochklas, M., & Suryati, D. A. (2020). The Effect of Brand Image Perception and Product Quality Toward the Interest to Buy Consumer Pre-Pay IM3 Ooredoo. 436, 53–57. https://doi.org/10.2991/assehr.k.200529.011
Ghazali, D., Magister, P., Industri, T., Sarjana, P. P., & Buana, U. M. (2018). Desain Peningkatan Kepuasan Pelanggan Dalam Industri Jasa Pemeliharaan Lift Dan Eskalator.
Heizer, J., & Render, B. (n.d.). Operations Management -10th Edition 2011 - JayHeizer & Barry Render.pdf.
Heizer, J., Render, B., & Munson, C. (2017). Operations Management: Sustainability and Supply Chain Management. In Pearson Education.
Illah, M. M., & Nugraha, S. A. (2020). Pengaruh Promosi , Harga dan Citra Merek Terhadap Minat Pemakaian Jasa Fotografi. 3, 120–133.
Levyda, L., Ramadhanty, N. N., & ... (2015). Pengaruh Kualitas Pelayanan terhadap Citra Merek: Studi Kasus Pada Long-Stay Guest Oakwood Premier Cozmo Jakarta. Seminar Nasional & …, November 2015. http://repository.usahid.ac.id/563/1/18. Pengaruh Kualitas Pelayanan Terhadap Citra Merek.pdf
Lien, C. H., Wen, M. J., Huang, L. C., & Wu, K. L. (2015). Online hotel booking: The effects of brand image, price, trust and value on purchase intentions. Asia Pacific Management Review, 20(4), 210–218. https://doi.org/10.1016/j.apmrv.2015.03.005
Liu, C., Bao, Z., & Zheng, C. (2019). Exploring Consumers’ Purchase Intention in Social Commerce?: An Empirical Study Based on Trust, Argument Quality, and Social Presence. Asia Pacific Journal of Marketing and Logistics, 31(2), 378–397. https://doi.org/10.1108/APJML-05-2018-0170
Phung, M. T., Ly, P. T. M., & Nguyen, T. T. (2019). The Effect of Authenticity Perceptions and Brand Equity on Brand Choice Intention. Journal of Business Research, 101(19), 726–736. https://doi.org/10.1016/j.jbusres.2019.01.002
Putri, L. G. D. anggara, & Sukaatmadja, I. P. G. (2018). Peran Kepercayaan Memediasi Citra Merek Terhadap Niat Beli Pada Produk Smartphone Samsung Di Kota Denpasar. E-Jurnal Manajemen Universitas Udayana, 7(5), 2470. https://doi.org/10.24843/ejmunud.2018.v07.i05.p06
Raditya, B., Yuliati, L. N., & Krisnatuti, D. (2019). Analysis of the Effect of Brand Image, Product Quality and After-Sales Service on Repurchase Decision of Samsung Smartphones. Russian Journal of Agricultural and Socio-Economic Sciences, 92(8), 19–32. https://doi.org/10.18551/rjoas.2019-08.03
Ray, A., Kumar, P., Chakraborty, S., & Dasgupta, S. A. (2020). Exploring The Impact of Different Factors on Brand Equity and Intention to Take up Online Courses From e-Learning Platforms. Journal of Retailing and Consumer Services, October, 102351. https://doi.org/10.1016/j.jretconser.2020.102351
Rusdiana, H., Moh Ali Ramdhani, P. H., & Guru Besar UIN Sunan Gunung Djati Bandung, M. (2014). Manajemen Operasi. http://digilib.uinsgd.ac.id/8788/1/Buku Manajemen Operasi.pdf
Saleem, M. A., Zahra, S., & Yaseen, A. (2017). Impact of Service Quality and Trust on Repurchase Intentions – The Case of the Pakistan Airline Industry. Asia Pacific Journal of Marketing and Logistics, 29(5), 1136–1159. https://doi.org/10.1108/APJML-10-2016-0192
Saluy, A. B., & Kemalasari, N. W. (2017, July). Analisis Pengaruh Kualitas Pelayanan, Kualitas Produk, Dan Harga Terhadap Keputusan Pembelian Pelanggan PT. XYZ. In Seminar Ekonomi dan Bisnis (SNEBIS) (Vol. 1, No. 1).
Santoso, A., & Harmoni. (2016). Pengaruh Kualitas Produk Dan Ekuitas Merek Terhadap Keputusan Pembelian. Ekuilibrium?: Jurnal Ilmiah Bidang Ilmu Ekonomi, 11(1), 43. https://doi.org/10.24269/ekuilibrium.v11i1.112
Shi, S., Mu, R., Lin, L., Chen, Y., Kou, G., & Chen, X.-J. (2018). The Impact of Perceived Online Service Quality on Swift Guanxi?: Implications for Customer Repurchase Intention. Internet Research, 28(2), 432–455. https://doi.org/10.1108/intr-12-2016-0389
Sinaga, D., Madelan, S., & Saluy, A. B., (2021). Analysis Supply Chain Management Performance Using SCOR Method in Compressor Distributor Company at PT. Pola Petro Development. International Journal of Innovative Science and Research Technology, Volume 6, Issue 2, February – 2021,Page 91-102.
Slack, N., Brandon-Jones, A., & Jhonston, Ro. (2013). Operations Management, Seventh Edition. In Pearson Education. https://doi.org/10.4135/9781446262733
Slack, N., & Lewis, M. (2008). Operations strategy, Second Edition. In Pearson Education. https://doi.org/10.4324/9780203361528_chapter_11
Stevenson, W. J., & Chuong, S. C. (2013). Manajemen Operasi Perspektif Asia. Analisis Pendapatan Dan Tingkat Kesejahteraan Rumah Tangga Petani, 53(9), 1689–1699.
Sugiyono. (2010). Metode Penelitian Bisnis (Pendekatan Kuantitatif, Kualitatif dan R&D).
Sugiyono. (2020). Optimalisasi Ekspor Produk Ekonomi Kreatif Indonesia Menuju Peningkatan Dayasaing. Business Economic, Communication, and Social Sciences, 2(3), 33–44.
Susilana, R. (n.d.). Modul Populasi dan Sampel. http://file.upi.edu/Direktori/DUAL-MODES/PENELITIAN_PENDIDIKAN/BBM_6.pdf
Tong, X., & Su, J. (2018). Exploring Young Consumers’ Trust and Purchase Intention of Organic Cotton Apparel. Journal of Consumer Marketing, 35(5), 522–532. https://doi.org/10.1108/JCM-04-2017-2176
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Published
2021-08-15
How to Cite
Harris, A. ., Madelan, S. ., & Badawi Saluy, A. . (2021). QUALITY CONTROL OF ELEVATOR AND ESCALATOR MAINTENANCE SERVICES AT PT ABC SURABAYA. Dinasti International Journal of Management Science, 2(6), 874–888. https://doi.org/10.31933/dijms.v2i6.860
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