Analysis of Service Quality, Trust and Commitment to Customer Satisfaction and Loyalty in Madura Batik Products

Moh Jufriyanto, Rifky Maulana Yusron


Batik is a part of Indonesian culture. Since long ago, Batik cloth is still a fabric representing Indonesian culture. Batik cloth is also a national cloth that provides special features for Indonesia. In this research conducting analysis of service quality, consumer confidence, commitment to customer satisfaction and customer loyalty in Madura batik products. The method used is PLS (Part Least Square).  Models formed with PLS can be optimal in predictness accuracy has a large complexity and samples ranging from 30 to 100 samples. This research is done in one of the districts in Madura Island, Bangkalan regency. In the district Bangkalan many SME batik that sells Madura batik products. Samples of consumers taken as much as 100. his research consists of two models namely model 1 about service quality, consumer confidence, commitment to customer satisfaction. Model 2 on service quality, consumer confidence, and commitment towards customer satisfaction to customer  loyalty. From the results of The value of coefficient of determination of model 1 is 0.888 or 88.8%. In Model 2 the value of coefficient of determination of the Model 2 is 0.906 or at 90.6%.  From the hypothesis test results that from Models 1 and 2 that have a significant influence is the commitment variable, while other variables have no effect. From the measurement goodness of fit acquired that the Model 1 and 2 is said to be a good overall model prediction


Madura Batik; Part Least Square; goodness of fit

Full Text:



Kristiyanti and S. Lisda Rahmasari, “Website sebagai Media Pemasaran Produk-Produk Unggulan UMKM di Kota Semarang,” Juni, vol. 13, no. 2, p. 186, 2015.

S. Adhi Prasetyo, “Karakteristik Motif Batik Kendal Interpretasi dari Wilayah dan Letak Geografis,” J. Imajin., vol. XI, no. 1, pp. 69–76, 2017.

K. Winarso and M. Jufriyanto, “Analisis Kualitas Pelayanan Internet Indihome Pada Pt. X Dengan Pendekatan Part Least Square,” Matrik, vol. 20, no. 1, p. 77, 2019.

A. H. Rangkuti, Z. E. Rasjid, and D. J. Santoso, “Batik Image Classification Using Treeval and Treefit as Decision Tree Function in Optimizing Content Based Batik Image Retrieval,” Procedia Comput. Sci., vol. 59, no. Iccsci, pp. 577–583, 2015.

P. Rita, T. Oliveira, and A. Farisa, “The impact of e-service quality and customer satisfaction on customer behavior in online shopping,” Heliyon, vol. 5, no. 10, p. e02690, 2019.

J. Di Zhao, J. S. Huang, and S. Su, “The effects of trust on consumers’ continuous purchase intentions in C2C social commerce: A trust transfer perspective,” J. Retail. Consum. Serv., vol. 50, no. January, pp. 42–49, 2019.

S. Maliyah, “Pengaruh Citra Merek , Kepercayaan ( Trrust ) dan Komitmen Terhadap Loyalitas Nasabah Pada PT. Henan Putihrai Asset Management,” Ilm. Manaj. dan Bisnis, vol. 1, pp. 9–21, 2015.

Suparmi and K. Handhoko, “Pengaruh Kepuasan , Kepercayaan dan Komitmen Terhadap Loyalitas Pelanggan Pada PT . Yodya Karya ( Persero ) Cabang Utama Semarang,” J. Ilm. UNTAG Semarang, vol. 7, no. 1, 2018.




Copyright (c) 2020 International journal of science, engineering, and information technology

Creative Commons License
This work is licensed under a Creative Commons Attribution-NonCommercial 4.0 International License.