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Analysis of Businesses Satisfaction and Loyalty To The Service Quality of Agriculture Tool and Machinery Testing | Wahyudi | Widyariset

Analysis of Businesses Satisfaction and Loyalty To The Service Quality of Agriculture Tool and Machinery Testing

Dedy Wahyudi, Lilik Noor Yuliati

Abstract


System standardization in testing and monitoring agricultural machinery an attempt to anticipate the increasing use of agricultural  machinerywho do not meet the technical and economical feasibility standards. At this time there are many agricultural  machinery  from foreign and domestic untested and not in accordance with the Indonesian National Standard (SNI). Agricultural Machinery Quality Testing Center (BPMA) is one organization that conducts testing agriculture machinery But since the beginning of the current set up has never conducted a survey on customer satisfaction. Yet over time, occurs complaints submitted by businesses agricultural  machinery directed to the BPMA. This research examines the relationship between service quality, satisfaction and loyalty businesses that apply for testing equipment and agricultural machinery  in the Ministry of Agriculture. Respondents were used  in this study are the businesses that produce agricultural  machinery as 88 respondents, that all respondents should be the following testing procedures from the beginning until the publication of the report of test results. Based on the results if the data using SEM-based variantis found that the quality of service (tangible, responsiveness, assurance, and empathy) a significant effect on customer satisfaction, and satisfaction significantly influence loyalty.


Keywords


Satisfaction; Loyalty; BPMA; Servqual; SEM

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DOI: http://dx.doi.org/10.14203/widyariset.18.2.2015.207-214

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