Pengaruh Kompetensi dan Kualitas Pelayanan Terhadap Loyalitas Konsumen Dengan Kepuasan Konsumen Sebagai Variabel Intervening Pada Unit Kerja Pengujian Kendaraan Bermotor Dinas Perhubungan Kabupaten Dairi

Abstract

The background in this research is because increase in the number of accidents on the Freight transport and human transport from year to year. This research have a purpose to determine the influence of competence and quality of service to customer loyalty through customer satisfaction as an intevening variable. The population in this research were the customers who feel the vehicle in Unit Kerja Pengujian Kendaraan Bermotor in Dairi Regency. The number of samples in this research determined by referring to the opinion of Wijaya (2009: 10) and Santoso (2011: 70) stating the condition of number samples must be fullfiled if using Structural Equation Model (SEM) analysis, the sample amount ranges from 100- 200 or minimal Five times the number of indicators (5x34 indicators = 170) With minimum requirements number of samples take in this study amounted to 180 respondents. Sampling technic in this research is purposive sampling. Measurement scale use Likert scale. In data analysis using structural model and goodness of fit test and application of Structural Equation Model (SEM) version 20.0 and SPSS Statistics version 20.0 application. Based on the results of the research show calculation, indirect influence of competence and quality of service to customer loyalty through customer satisfaction indicate that competence have bigger indirect effect (equal to -0,002) than service quality (equal to -0,015). Because of the direct influence of competence on customer loyalty (1,115) is greater than the indirect influence of competence on customer loyalty through consumer satisfaction (equal to -0.002) and the direct influence of service quality on customer loyalty (0,063) also greater than indirect influence from Quality of service to customer loyalty through customer satisfaction (equal to -0,015),the results of this research it can be concluded that customer satisfaction in this research is Not an Intervening Variable