P-ISSN: 2808-0467
E-ISSN: 2808-5051
Homepage: https://iss.internationaljournallabs.com/index.php/iss
403 This work is licensed under CC BY-SA 4.0
SERVICE INNNOVATION, SERVICE DELIVERY SYSTEM, AND
CUSTOMERS’ SATISFACTORY’S CORRELATION WITH OFFICIAL
HONDA’S DEALER’S CUSTOMERS’ LOYALTY
L. Jatmiko Jati
*
, Nuryakin, Siti Dyah Handayani
Muhammadiyah University of Yogyakarta, Indonesia
*
jatmikojati63@gmail.com
PAPER INFO ABSTRACT
Received:
December 2021
Revised: January
2022
Approved:
January 2022
Background: Consumers will be more picky in choosing services and
products as a result of the tight competition and the decline in consumer
spending power caused by the Covid-19 pandemic factor. Consumers will
opt for high-quality services or products at reasonable costs, as well as the
greatest service and promotions that can entice them. As a result,
organizations must carefully assess the four areas in order to meet consumer
expectations.
Aim: This study aims to examine the effect of service innovation, service
delivery system, and customer satisfaction on customer loyalty at Honda
authorized dealers.
Method: This study uses a quantitative research approach to investigate the
relationship between service innovation, service delivery systems, customer
satisfaction, and customer loyalty. To achieve the research objectives, data
were collected from respondents, namely consumers of authorized Honda
dealers in Bantul Regency. Using structural equation modeling, and after a
series of exploratory and confirmatory factors were analyzed, the authors
tested an integrated model of the relationship between service innovation,
service delivery systems, customer satisfaction, and customer loyalty.
Findings: The results of this study indicate that service innovation has a
significant effect on service delivery systems, service innovations have a
significant effect on customer satisfaction, service delivery systems have a
significant effect on customer satisfaction, service innovations have an
insignificant effect on customer loyalty, service delivery systems have an
insignificant effect on customer loyalty, and customer satisfaction has a
significant effect on customer loyalty.
KEYWORDS
Service Innovation, Service Delivery System, Customer Satisfaction, Customer
Loyalty
INTRODUCTION
Customer satisfaction is motivated by service innovation (Owano, Alala, & Musiega,
2014). Customer satisfaction is a reflection of the performance of a business, because customer
satisfaction is used as a measure of whether the product or service provided by the company
does not meet customer expectations, meet expectations, or exceed customer expectations. The
existence of competition conditions that are quite tight and the decrease in consumer
purchasing power due to the Covid-19 pandemic factor certainly causes consumers will be
more selective in choosing services and products. Consumers will choose quality services or
products at affordable prices and the best service; and promotions that can captivate consumers.
Therefore, companies need to evaluate the four categories well to meet consumer expectations
(Dzulfikar, Jahroh, & Ali, 2021).
Service Innnovation, Service Delivery System, and Customers’ Satisfactory’s Correlation with Official
Honda’s Dealer’s Customers’ Loyalty
404 Interdisciplinary Social Studies, 1(4), Jan 2022
Quality of service, customer satisfaction, and loyalty programs are important factors that
can increase customer loyalty (Hafeez & Muhammad, 2012). Companies should focus on
improving the quality of their services for better and greater customer satisfaction and loyalty.
Competitors have the opportunity to steal a company's customers if the company is unable to
satisfy its customers.
Service innovation, service quality, perceived customer value, and customer satisfaction
have a direct impact on customer loyalty (Seesaiprai, 2016). The research was conducted at a
car maintenance services business in Bangkok. Car maintenance companies must improve the
quality of their services through the creation of new service innovations to increase customer
loyalty. This customer loyalty can build a sustained competitive advantage to compete in
today's competitive and aggressive marketplace.
YuSheng and Masud (2019) in their research entitled "Service innovation, service delivery
and customer satisfaction and loyalty in the banking sector of Ghana" also examined the same
variables. In this study, researchers tried to do novelty by examining the same variables in
different businesses, namely in motorcycle maintenance services at Authorized Honda Dealers
(PT. AHM).
Quoted from Zigwheels (2020), Johannes Loman, Executive Vice President of PT. Astra
Honda Motor (AHM) predicts a decline in motorcycle sales nationwide. Data from the Ministry
of Industry, recorded total motorcycle production during 2019 reached 7,297,648 units with
domestic sales of 6,487,460 units. At the beginning of the year the national sales target was 6.4
million units, but the pandemic forced it down to 3.6 million to 3.9 million units or down about
40-45 percent. Various innovations and new strategies are needed that are adapted to new
normal conditions in order for PT. AHM can maximize sales of its products and services.
This research can test the influence of service innovation, service delivery systems, and
customer satisfaction on customer loyalty of authorized Honda Bantul Regency dealers. The
results of this study can be utilized by PT. AHM Bantul Regency to find out what factors affect
their customer loyalty and increase their customer loyalty. In addition, this research can also
be a reference for further researchers who want to research about the influence of service
innovation, service delivery systems, and customer satisfaction on customer loyalty.
METHOD
Types and Sources of Data
The population in this study is all customers of PT. AHM is domiciled in Bantul Regency,
while the sample in this study is a portion of PT. AHM domiciled in Bantul regency which has
used motorcycle products from PT. AHM is more than a month old and has been carrying out
vehicle maintenance at authorized Honda dealerships. The type of data in this study is primary
data. Where the data obtained is the result of questionnaire documentation filled directly by
customers of PT. AHM was the respondent in the study.
Data Analysis Methods
In this study the sampling technique will be devoted to purposive sampling techniques,
because sampling is done with certain considerations. The sample criteria in this study are
people who have used motor products from PT. AHM for more than one month and uses motor
Service Innnovation, Service Delivery System, and Customers’ Satisfactory’s Correlation with Official
Honda’s Dealer’s Customers’ Loyalty
405 Interdisciplinary Social Studies, 1(4), Jan 2022
maintenance services from PT. AHM. This criterion is used to ensure that the research sample
has felt and knows how the services provided by PT. AHM.
The testing of the research hypothesis was conducted with the Structural Equation
Modeling (SEM) approach using AMOS 23 Reasons for the use of this analysis tool due to the
existence of several complex relationships of several variables tested in this study, so the use
of AMOS 23 combines several techniques that include factor analysis, path analysis and
regression analysis. The use of SEM can expand the ability to explain and the existence of
statistical efficiency as a model that tests with a single overarching method (Haryono, 2017).
RESULTS AND DISCUSSION
Validity Test
The regression weight output of AMOS 23 about the estimated value indicates the entire
load value of the standard factor (Standardized Regression) ≥ 0.6. Thus, it can be concluded that
all dimensions and indicators on Full Model_Fit significant and valid. The results of the Validity
Evaluation are summarized in Table 1.
Table 1. Indicators of Validity Test Results in Full Model_Fit
No.
Latent Variable (1stCFA)
Variable
Manifest
Std. Loading
Factor
1
Service_Innovation
ILY10
.778
ILY9
.853
ILY8
.770
ILY5
.813
ILY4
.820
ILY2
.787
2
Delivery_System
SPJ12
.840
SPJ11
.785
SPJ10
.859
SPJ8
.848
SPJ6
.856
SPJ2
.855
SPJ3
.785
SPJ17
.829
SPJ16
.847
SPJ15
.797
SPJ14
.848
3
Customers_Satisfaction
KPL5
.867
KPL4
.806
KPL3
.734
KPL2
.827
4
Customers_Loyalty
LPL1
.785
Service Innnovation, Service Delivery System, and Customers’ Satisfactory’s Correlation with Official
Honda’s Dealer’s Customers’ Loyalty
406 Interdisciplinary Social Studies, 1(4), Jan 2022
LPL2
.764
LPL3
.814
LPL4
.779
Reliability Test
Reliability indicates the extent to which a measuring device can give relatively similar
results when re-measured on the same subject.
Table 2. Construct Reliability (CR) and Variance Extract (VE) Test Results
l ?
l
2
Error
=1-l
2
CR=(Ʃl)
2
((Ʃl)
2
+ƩE
rror)
VE=(Ʃλ
2
)
Conclusion
((Ʃl2)+
ƩError)
l ≥ 0,5
CR ≥ 0,7
AND ≥
0.5
1stCFA
Service
Innovation
Ʃ
4.821
3.879
2.121
0.916
0.646
Good
Reliability
1stCFA
Service
Delivery
System
Ʃ
10.016
8.369
3.630
0.965
0.697
Good
Reliability
1stCFA
Customer
Satisfaction
Ʃ
3.152
2.489
1.511
0.867
0.622
Reliability
is good
1stCFA
Customer
Loyalty
Ʃ
3.193
2.522
1.447
0.875
0.638
Reliability
is good
Source: Primary data processed by researchers with AMOS version 23.0
From the calculation of Construct Reliability and Variance Extract above, shows that the
Construct Reliability (CR) of all constructs and dimensions has met the recommended value
(CR ≥ 0.7). Variance Extract (VE) asa large construct and itsdimensions have also met the
recommended value (VE ≥ 0,5). Overall,it can be concluded that all constructs and dimensions
in Full Model_Fit have good reliability.
Structural Model Analysis
Structural model analysis deals with the evaluation of coefficients or paraemeter-
parameters that show causal relationships or the effect of one latent variable on another latent
variable. It is these causal relationships that are hypothesized in the study.
Table 3. Hypothesis Test Results
Hypothesis
Path
Estimate
SE
C.R. /
T-
value
P-
value
Conclusion
Service Innnovation, Service Delivery System, and Customers’ Satisfactory’s Correlation with Official
Honda’s Dealer’s Customers’ Loyalty
407 Interdisciplinary Social Studies, 1(4), Jan 2022
H1
Delivery System
Service Innovation→
0,728
0,053
13,059
0,000
Significant
Positives
H2
Customer
Satisfaction Service
Innovation→
0,584
0,058
8,919
0,000
Significant
Positives
H3
Customer
Satisfaction Delivery
System→
0,295
0,055
4,989
0,000
Significant
Positives
H4
Customer Loyalty
Service Innovation→
0,165
0,050
2,631
0,009
Significant
Positives
H5
Customer Loyalty
Delivery System→
0,322
0,043
6,391
0,000
Significant
Positives
H6
Customer
Satisfaction
Customer Loyalty→
0,525
0,064
7,447
0,000
Significant
Positives
Source: Primary data processed by researchers with AMOS version 23.0
Based on table 3.above will further test the research hypothesis that has been submitted in
the previous chapter. Tests were conducted on six research hypotheses. The limit of the
hypothesis test value is that the t-value of the factor charge (Factor loadings) is greater than the
critical value of ≥ 1.96, or with a p value less than 0.05.
The tests of all hypotheses proposed in this study are as follows:
1) The first hypothesis, which states that there is a positive influence between service
innovations to service delivery systems can be accepted with a standardized direct
influence regression coefficient (Estimate) of 0.728 at the significant level () with a sig
value of 0.000 ≤ 0.05 and or with a statistical t value of 13,059 greater than 1.96.
2) The second hypothesis, which states that there is a positive influence between service
innovation on customer satisfaction can be accepted with a standardized direct influence
regression coefficient (Estimate)of0.584 at the level of significant () with a sig value of
0.000 ≤ 0.05 and or with a statistical t value of 8,919 greater than 1.96.
3) The third hypothesis, which states that there is apositive influence between the service
delivery system to customer satisfaction can be accepted with a standardized direct
influence regression coefficient (Estimate) of 0.295 at the level of significant () with a
sig value of 0.000 ≤ 0.05 and or with a statistical t value of 4,989 greater than 1.96.
4) The fourth hypothesis, which states that there is a positive influence between service
innovation on customer loyalty can be accepted with a standardized direct influence
regression coefficient (Estimate) of 0.165 at the level of signficant () with a sig value of
0.009 ≤ 0.05 and or with a statistical value of 2,631 greater than 1.96.
5) The fifth hypothesis, which states that there is apositive influence between service
delivery systems to customer loyalty can be accepted with a standardized direct influence
regression coefficient (Estimate) of 0.332 at the level of signficant () with a sig value of
0.000 ≤ 0.05 and or with a statistical t value of 6,391 greater than 1.96.
6) The sixth hypothesis, which states that there is a positive influence between customer
Service Innnovation, Service Delivery System, and Customers’ Satisfactory’s Correlation with Official
Honda’s Dealer’s Customers’ Loyalty
408 Interdisciplinary Social Studies, 1(4), Jan 2022
satisfaction and customer loyalty can be accepted with a standardized direct influence
regression coefficient (Estimate) of 0.525 at the level of significant () with a sig value of
0.000 ≤ 0.05 and or with a statistical value of 7,447 greater than 1.96.
Effect of Service Innovation on Service Delivery Systems
The following are some previous studies that examine the influence of service innovation
on service delivery systems, among others by Ameme & Wireko (2016) which shows the results
of service innovation research have a positive and significant influence on service delivery
systems and customer satisfaction. YuSheng & Ibrahim's research (2019) shows similar results,
namely there is a positive and direct relationship between service innovation to service delivery
systems. Based on the conclusions of Wulandari & Susanty research (2017), showing that
service innovation produces a service delivery system in the form of Delivery Service Birth
Certificate in bandung. Furthermore, Prawira, Noor, & Nurani research (2014) also shows that
SPGDT 119 Call Center is a service delivery system that is the result of service innovation.
In this study, the results of the analysis found that service innovations have a positive and
significant effect on the service delivery system for Honda Authorized Dealer customers
domiciled in Bantul Regency, Yogayakarta. The results of this study support and are in
accordance with the results of several previous studies that generally state that there is a very
close influence between service innovation and the formation of a service delivery system. It
can be seen that some service delivery systems formed are the result of a service innovation
carried out by the company.
Effect of Service Innovation on Customer Satisfaction
The following are some of the previous research and experts who state that there is a
positive relationship between service innovation and customer satisfaction,amongothers: Weng,
Ha, Wang, & Tsai (2012) who reveal according to customers, the thing that helps improve
customer satisfaction is service innovation in terms of organizational innovation, process
innovation, and production innovation. Further research that states that there is an influence of
service innovation on customer satisfaction is also shown in the results of Owano, Alala,
&Musiega research (2014). Nanda in his research stated that there is a significant relationship
between the innovation factors studied and customer satisfaction so that it confirms that service
innovation tends to increase customer satisfaction. The results are consistent with Naveed,
Akhtar, Cheema (2012), Asmoro & Maftukhah (2017), and YuSheng &Ibrahim (2019) which
showed a positive and significant relationship between service innovation and customer
satisfaction.
In this study, the results of the analysis found that service innovations have a positive and
significant effect on customer satisfaction of Honda Authorized Dealers domiciled in Bantul
Regency, Yogayakarta. The results of this study are in accordance with and support the opinions
of experts and some previous studies, which generally state that there is an influence between
service innovation and customer satisfaction.
Effect of Service Delivery System on Customer Satisfaction
Some previous studies have stated that there is a positive relationship between the service
delivery system and customer satisfaction, namely: YuSheng &Ibrahim (2019) which states that
Service Innnovation, Service Delivery System, and Customers’ Satisfactory’s Correlation with Official
Honda’s Dealer’s Customers’ Loyalty
409 Interdisciplinary Social Studies, 1(4), Jan 2022
there is a positive and direct relationship between the service delivery system and customer
satisfaction. Research by Asih & Malihah (2013) shows that service delivery systems have a
significant effect on satisfaction. The corresponding results were also shown by the results of
research by Nkrumah, Yeboah, & Adiwokor (2015), Haile (2018), and Preko, Agbanu, & Feglo
(2014) which showed a relationship between service delivery systems and customer satisfaction.
Based on the results of the analysis, in this study obtained the results that the service
delivery system has a positive and significant effect on customer satisfaction of Honda
Authorized Dealers domiciled in Bantul Regency, Yogayakarta. The results of this study are in
accordance with and support some previous research and also the opinion of experts, who
generally state that there is an influence between service delivery systems on customer
satisfaction.
Effect of Service Innovation on Customer Loyalty
Innovations that havethe possibility of creating customer loyalty need to be prioritized by
the company because it will be beneficial for the company for the long term. Companies must
understand that some service innovations can also negatively impact a company if those
service innovations fail (Witell, et al., 2015).
Based on the results of the analysis, in the study obtained the results that service innovations
have a positive and significant effect on customer loyalty of Honda Authorized Dealers
domiciled in Bantul Regency, Yogayakarta. The results of this study are appropriate and support
some of the previous studies outlined above, where their results state that service innovation has
a significant effect on customer loyalty.
The Effect of Service Delivery Systems on Customer Loyalty
Based on the results of the analysis, in the study obtained the results that the service delivery
system has a positive and significant effect on customer loyalty of Honda Authorized Dealers
domiciled in Bantul Regency, Yogayakarta. The results of this study are in accordance with and
support previous research by Syahrul and Verinita (2014) which stated that the operating system
and service delivery have a simultaneous effect on customer loyalty. Ekasari (2012) concluded
that service delivery has a significant effect on customer loyalty. As well as several other studies
such as Rohmial (2018), Monica, Oktini and Septiana (2017), as well as YuSheng and Ibrahim
(2019).
The Effect of Customer Satisfaction on Customer Loyalty
Several previous studies, among others by: Iddrisu (2011), revealed that customer
satisfaction variables have a positive influence on customer loyalty. Nafisa & Sukresna (2018)
also showed that there is a positive influence between customer satisfaction and customer
loyalty. Then, Fauzi & Mandala (2019), Seesaiprai (2016), and YuSheng & Ibrahim (2019) also
showed that customer satisfaction has a positive and significant influence on customer loyalty.
Izogo & Ogba (2014) further explained that in order to gain customer loyalty to the car repair
service industry, the company needs to improve customer satisfaction through improving the
quality of service provided.
Based on the results of the analysis, in this study obtained the results that customer
satisfaction has a positive and significant effect on customer loyalty of Honda Authorized
Dealers domiciled in Bantul Regency, Yogayakarta. The results of this study are appropriate
Service Innnovation, Service Delivery System, and Customers’ Satisfactory’s Correlation with Official
Honda’s Dealer’s Customers’ Loyalty
410 Interdisciplinary Social Studies, 1(4), Jan 2022
and support some previous research as well as the opinions of experts, who generally state that
there is an influence between customer satisfaction and customer loyalty.
Managerial Implications
Based on the results of analysis and discussion it can be formulated that the managerial
implications explain the following steps: First, the company must focus on developing service
innovation and educating consumers about the service innovation owned by the company so
that consumers can make the most of it which will ultimately affect customer satisfaction and
loyalty to the company. Evidence from this study shows that service innovation affects customer
satisfaction and loyalty.
Second, service delivery systems are also important to increase customer satisfaction and
loyalty. The company needs to improve its service delivery system, ensure the company's
service delivery system can operate with minimal constraints, and introduce it to customers.
The evidence in this study shows that service delivery systems affect customer satisfaction and
loyalty.
CONCLUSION
In an effort to increase customer loyalty, PT. AHM Bantul Regency needs to improve the
satisfaction of its customers. Customer satisfaction should be a priority and a concern to win the
increasingly fierce competition today. Customer satisfaction in this research can be improved
by the creation of new service innovations that meet customer needs and expectations and ensure
a good service delivery system to customers. Customer satisfaction with the services they buy
makes them loyal and will reuse the service. In this study, customer satisfaction was measured
by some of the remaining indicators that were used as a good gauge of customer satisfaction,
including: Returning to use the product only, the existence of promos, recommending
products/services to others, and telling their good experiences.
REFERENCES
Ameme, B., & Wireko, J. (2016). Impact of technological innovations on customers in the
banking industry in developing countries. The Business and Management Review, 7(3),
388-397.
Asih, M., & Malihah, E. (2013). Pengaruh service delivery terhadap kepuasan wisatawan
dalam menggunakan paket outbound di objek wisata Linggarjati Indah Kabupaten
Kuningan (Survey pada wisatawan yang menggunakan paket outbound di objek wisata
Linggarjati Indah Kabupaten Kuningan). Tourism and Hospitality Essentials Journal
(THE Journal), 3(2), 577.
Asmoro , D. R., & Maftukhah, I. (2017). Pengaruh Kualitas Layanan, Citra Merk dan Inovasi
Layanan terhadap Kepuasan Pasien Rawat Inap pada RS Keluarga Sehat di Kab Pati.
Management Analysis Journal, 6(1).
Dotzel, T., Shankar , V., & Berry, L. L. (2013). Service innovativeness and firm value. Journal
of Marketing Research, 50(2), 259-276 .
Service Innnovation, Service Delivery System, and Customers’ Satisfactory’s Correlation with Official
Honda’s Dealer’s Customers’ Loyalty
411 Interdisciplinary Social Studies, 1(4), Jan 2022
Dzulfikar, A., Jahroh, S., & Ali, M. M. (2021, September). Strategi Peningkatan Kepuasan
Konsumen Jahe Sang Jawara di Masa Pandemi Covid-19 dengan Pendekatan
Importance Performance Analysis. Jurnal Aplikasi Manajemen dan Bisnis, 7(3), 681-
693. doi: http://dx.doi.org/10.17358/jabm.7.3.681
Ekasari, N. (2012). Pengaruh service delivery dan service quality terhadap loyalitas pelanggan
pada PT.BFI Finance cabang Jambi. Mankeu, 1(1), 51-62.
Fauzi, M. R., & Mandala, K. (2019). Pengaruh Kualitas Pelayanan, Kualitas Produk dan
Inovasi Produk Terhadap Kepuasan untuk Meningkatkan Loyalitas Pelanggan. E-
Jurnal Manajemen, 8(11), 6741-6761.
Febrian, R. (2020, 06 11). Dampak COVID-19, AHM: Penjualan Motor Tahun Ini Turun
Sampai 45%. Retrieved 10 27, 2020, from Zigwheels:
https://www.zigwheels.co.id/motovaganza/dampak-covid-19-ahm-penjualan-motor-
tahun-ini-turun-sampai-45/
Hafeez, S., & Muhammad, B. (2012). The impact of service quality, customer satisfaction and
loyalty programs on customer’s loyalty: Evidence from banking sector of Pakistan.
International Journal of Business and Social Science, 3(16).
Haile, T. (2018). The Challenges of Service Delivery and Customer Satisfaction in the Public
Sector (The Case of Adama Transport Authority). International Journal of Advanced
Research (IJAR), 6(3), 487-493. doi:10.21474/IJAR01/6696
Haryono, S. (2017). Metode SEM Untuk Penelitian Manajemen Amos Lisrel PLS. Jakarta:
Luxima.
Iddrisu, A. M. (2011). Service quality and customer loyalty: The case of the mobile
telecommunication industry in Ghana. Doctoral dissertation, Institute of Distance
Learning, Kwame Nkrumah University of Science and Technology.
Izogo, E. E., & Ogba, I. E. (2014). Service quality, customer satisfaction and loyalty in
automobile repair services sector. International Journal of Quality & Reliability
Management, 32(3), 250-269.
Kusmayadi, T. (2012, Mei). Sistem penyampaian jasa (service delivery) sebagai salah satu
faktor pembentuk citra perusahaan atau organisasi. Jurnal Sains Manajemen &
Akuntansi, 4(1).
Monica, I. A., Oktini, D. R., & Septiana, E. (2017). Pengaruh service delivery system terhadap
loyalitas pelanggan Pizza Hut cabang dago Bandung. Prosiding Manajemen.
Nafisa, J., & Sukresna , I. M. (2018). Analisis Pengaruh Kualitas Layanan, Harapan Kinerja
dan Citra Perusahaan terhadap Loyalitas Pelanggan melalui Kepuasan Pelanggan
sebagai Variabel Intervening (Studi pada Rumah Sakit Islam Sultan Agung Semarang).
Diponegoro Journal of Management, 7(3), 1.
Nanda, N., Kuruvilla, S. J., & Murty, B. V. (2013). Role of service innovation in customer
satisfaction and customer loyalty: A study on organized retail in India. International
Journal of Business Insights & Transformation, 6(2), 53-63.
Naveed, T., Akhtar, I., & Cheema, K. U. (2012). The impact of innovation on customer
satisfaction and brand loyalty: A study of the students of Faisalabad. International
Journal of Management and Organizational Studies, 2(2), 62-68.
Service Innnovation, Service Delivery System, and Customers’ Satisfactory’s Correlation with Official
Honda’s Dealer’s Customers’ Loyalty
412 Interdisciplinary Social Studies, 1(4), Jan 2022
Nkrumah, S., Yeboah, F. B., & Adiwokor, E. (2015). Client Satisfaction with Service Delivery
in the Health Sector: The Case of Agogo Presbyterian Hospital. International Journal
of Business Administration, 6(4). Retrieved from http://ijba.sciedupress.com
Owano, L. A., Alala, O., & Musiega, D. (2014). Relationship between customer service
innovation and customer satisfaction in the banking industry: A case study of Kenya
commercial bank. IOSR Journal of Business and Management, 16(6), 22-31. Retrieved
from www.iosrjournals.org
Prawira, M. A., Noor, I., & Nurani, F. (2014). Inovasi Layanan (Studi Kasus Call Center
SPGDT 119 sebagai Layanan Gawat Darurat pada Dinas Kesehatan Provinisi DKI
Jakarta). Jurnal Administrasi Publik (JAP), 2(4), 715-721.
Preko, A., Agbanu, S. K., & Feglo, M. (2014). Service Delivery, Customer Satisfaction and
Customer Delight in the Real Estate Business. Evidence from Elite Kingdom
Investment and Consulting Company Ghana. European Journal of Business and
Management, 6(3). Retrieved from www.iiste.org
Rohmial. (2018). Pengaruh service delivery system terhadap loyalitas nasabah penabung
(Suatu survey pada Bank Rakyat Indonesia cabang Palembang). Jurnal Keuangan dan
Bisnis, 16(2), 90-112.
Seesaiprai, S. (2016). The effects of service innovation and service quality on customer’s
loyalty in small service enterprise: A case study on car care business in Bangkok.
Review of Integrative Business and Economics Research, 5(1), 296-305.
Syahrul, L., & Verinita. (2014). Sistem Operasi dan Penyampaian Jasa terhadap Loyalitas
Pelanggan (Suatu Survey pada Hotel Melati di Kota Padang). Universitas Andalas,
Fakultas Ekonomi. Padang: Document Repository Universitas Andalas. Retrieved from
http://repo.unand.ac.id/id/eprint/961
Weng, M. H., Ha, J. L., Wang, Y. C., & Tsai, C. L. (2012). A study of the relationship among
service innovation, customer value and customer satisfaction: An empirical study of the
hotel industry in Taiwan. The International Journal of Organizational Innovation ,
4(3), 100-112.
Witell, L., Anderson, L., Brodie, R., Colurcio, M., Edvardsson, B., Kristensson, P., . . .
Andreassen, T. W. (2015). Exploring dualities of service innovation: implications for
service research. Journal of Services Marketing, 29, 436-441.
Wulandari, P., & Susanty, Y. (2017, Juni). Strategi Pengembangan Inovasi Delivery Service
Akta Kelahiran di Kota Bandung. Jurnal Ilmu Administrasi, 14(1).
YuSheng, K., & Ibrahim, M. (2019). Service innovation, service delivery and customer
satisfaction and loyalty in the banking sector of Ghana. International Journal of Bank
Marketing, 37(5), 1215-1233.