ANALISIS SUSTAINABLE CUSTOMER LOYALTY: STUDI KASUS PADA PT HYDROMART UTAMA INDONESIA
Schlagworte:
Service Innovation, Product Quality, Corporate Image, Customer Satisfaction, Customer LoyaltyAbstract
Penelitian ini bertujuan untuk menganalisis pengaruh Service Innovation , product quality, dan Corporate Image terhadap Customer Satisfaction serta Sustainable Customer loyalty pada pelanggan PT Hydromart Utama Indonesia (HUI). Sebagai perusahaan yang bergerak di sektor pengolahan air, HUI memiliki peran penting dalam menyediakan solusi air bersih dan pengelolaan limbah industri. Dengan adanya tantangan internal dan dinamika kebutuhan pelanggan, penelitian ini difokuskan untuk memahami faktor-faktor yang dapat meningkatkan kepuasan dan loyalitas pelanggan secara berkelanjutan. Pendekatan penelitian menggunakan metode kuantitatif dengan teknik purposive sampling, melibatkan 160 responden yang merupakan pelanggan HUI dengan jabatan manajerial. Data dikumpulkan melalui kuesioner daring berbasis skala Likert lima poin dan dianalisis menggunakan Partial Least Squares–Structural Equation Modeling (PLS-SEM). Hasil penelitian menunjukkan bahwa Service Innovation , product quality, dan Corporate Image masing-masing berpengaruh positif terhadap Customer Satisfaction dan Sustainable Customer Loyalty. Selain itu, Customer Satisfaction juga berpengaruh positif terhadap Sustainable Customer loyalty serta terbukti memediasi hubungan antara ketiga variabel independen (Service Innovation , product quality, dan corporate image) dengan Sustainable Customer Loyalty. Temuan ini menegaskan bahwa peningkatan inovasi layanan, kualitas produk, dan citra perusahaan merupakan strategi kunci dalam memperkuat kepuasan serta loyalitas pelanggan secara berkelanjutan di sektor pengolahan air.
Literaturhinweise
Al-Shormana, H., Al-Zyadat, A., Khalayleh, M., Al-Quran, A. Z., Alhalalmeh, M. I., Mohammad, A., & Al-Hawary, S. (2022). Digital service quality and customer loyalty of commercial banks in Jordan: The mediating role of corporate image. Information Sciences Letters, 11(6), 1887–1896.
Bappenas & UNICEF. (2021). Studi Penilaian Kesenjangan Pembiayaan Air Minum dan Sanitasi di Indonesia. Jakarta: Kementerian PPN/Bappenas.
Brontowiyono, W., Boving, T., Asmara, A. A., Rahmawati, S., Yulianto, A., Wantoputri, N. I., ... & Andriansyah, Y. (2022). Communal wastewater treatment plants’ effectiveness, management, and quality of groundwater: A case study in Indonesia. Water, 14(19), 3047.
https://doi.org/10.3390/w14193047
Cahaya, Y. F., Siswanti, I., Putra, Y. M., & Pattiwael, A. C. (2023). Contributions to Customer Satisfaction from product quality, promotion and price. Journal of Economics, Finance and Management Studies, 6(6), 2434–2440.
Chen, C. C., & Chen, P. H. (2023). The effects of Service Innovation and service quality on Customer Satisfaction: A case of residential security service. Modern Economy, 14(5), 629 648.
Diputra, I. G. A. W., & Yasa, N. N. (2021). The influence of product quality, brand image, brand trust on Customer Satisfaction and loyalty. American International Journal of Business Management (AIJBM), 4(1), 25–34.
Hall, S. (2022). Innovative B2B marketing: New models, processes and theory. Kogan Page Publishers.
Horizon. (2025). Indonesia Industrial Water Treatment Chemicals Market Size & Outlook. https://www.grandviewresearch.com/horizon/outlook/industrial-water-treatment-chemicals market/indonesia
Khoo, K. L. (2022). A study of service quality, corporate image, Customer Satisfaction, revisit intention and word-of-mouth: Evidence from the KTV industry. PSU Research Review, 6(2), 105–119.
Kosasih, O., Hidayat, K., Hutahayan, B., & Sunarti. (2024). Achieving Sustainable Customer loyalty in the petrochemical industry: The effect of Service Innovation , product quality, and Corporate Image with Customer Satisfaction as a mediator. Sustainability, 16(16), 7111.
Kowalkowski, C., Wirtz, J., & Ehret, M. (2024). Digital Service Innovation in B2B markets. Journal of Service Management, 35(2), 280–305.
Mutambik, I. (2024). The role of strategic partnerships and digital transformation in enhancing supply chain agility and performance. Systems, 12(11), 456.
Naini, N. F., Santoso, S., Andriani, T. S., Claudia, U. G., & Nurfadillah, N. (2022). The effect of product quality, service quality, Customer Satisfaction on customer loyalty. Journal of Consumer Sciences, 7(1), 34–50.
Nguyen, H. M., Ho, T. K. T., & Ngo, T. T. (2024). The impact of Service Innovation on Customer Satisfaction and customer loyalty: A case in Vietnamese retail banks. Future Business Journal, 10(1), 61.
Nwachukwu, C., & Vu, H. M. (2022). Service Innovation , marketing innovation and Customer Satisfaction: Moderating role of competitive intensity. Sage Open, 12(2), 21582440221082146.
Pemerintah Republik Indonesia. (2020). Peraturan Presiden Republik Indonesia Nomor 18 Tahun 2020 tentang Rencana Pembangunan Jangka Menengah Nasional 2020–2024.
Raišienė, A. G., & Raišys, S. J. (2022). Business Customer Satisfaction with B2B consulting services: AHP-based criteria for a new perspective. Sustainability, 14(12), 7437.
Rosillo-Díaz, E., Blanco-Encomienda, F. J., & Muñoz-Rosas, J. F. (2022). Analysis of the evolution and impact of Product Quality in business. Total Quality Management & Business Excellence, 33(7–8), 907–928.
Sambo, E., Ukpata, I. S., Atiga, M. M., & Fumba, J. (2022). Impact of Product Quality on Customer Satisfaction and loyalty. Nigerian Academy of Management Journal, 17(2), 145–155.
United Nations. (2015). Transforming our world: The 2030 Agenda for Sustainable Development. https://sdgs.un.org/2030agenda
UN-Water. (2023). Summary Progress Update 2023: SDG 6 — Water and sanitation for all. https://www.unwater.org/publications/summary-progress-update-2023-sdg-6
Woo, H., Kim, S. J., & Wang, H. (2021). Understanding the role of Service Innovation behavior on business customer performance and loyalty. Industrial Marketing Management, 93, 41–51.
Yazid, A. S., Mkheimer, I. B. R. A. H. I. M., & Mahmud, M. S. (2020). The effect of Corporate Image on customer loyalty: The mediating effect of Customer Satisfaction. Journal of Research on the Lepidoptera, 51(2), 124–138.
Downloads
Veröffentlicht
Ausgabe
Rubrik
Lizenz
Dieses Werk steht unter der Lizenz Creative Commons Namensnennung - Weitergabe unter gleichen Bedingungen 4.0 International.
