FATHONAH, SANTI MAODIA (2017) PENGARUH KUALITAS PELAYANAN DAN KEPUASAN KONSUMEN TERHADAP LOYALITAS KONSUMEN BUS TRANSJAKARTA KORIDOR 3 (KALIDERES-PASAR BARU). S1 thesis, Universitas Mercu Buana Jakarta.
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Abstract
Penelitian ini untuk mengetahui pengaruh kualitas pelayanan dan kepuasan konsumen terhadap loyalitas konsumen. Penelitian ini dilakukan terhadap 165 responden, dengan metode purposive sampling dengan populasi seluruh konsumen Transjakarta koridor 3 (Kalideres-Pasar Baru). Analisis data yang digunakan adalah analisis dalam bentuk Component atau Variance Based Structural Equation Modelling. Hasil penelitian menunjukkan bahwa kualitas pelayanan berpengaruh positif signifikan terhadap loyalitas pelanggan dengan nilai probabilitas signifikan sebesar 2.484 dan kepuasan konsumen berpengaruh positif signifikan terhadap loyalitas pelanggan dengan nilai probabilitas signifikan sebesar 4.503 dan dengan nilai R Square adalah 0.358, jadi dapat disimpulkan bahwa 35.8% variabel loyalitas konsumen dapat diterangkan oleh variabel kualitas pelayanan dan kepuasan konsumen.This research aims to know the influence of service quality and consumer satisfaction on consumer loyalty. This research was done to 165 respondents, with purposive sampling method with the entire population of consumers Transjakarta Corridor 3 (Kalideres-Pasar Baru). Data analysis which used is statistic analysis in the form of Component or Variance Based Structural Equation Modelling. The results of this research shows that service quality has positif significant effect on the customer loyalty with significant probability 2.484 and satisfaction has positif significant effect on the consumer loyalty with a significant probability of 4.503 and the value of R Square is 0.358, so it can be concluded that 35.8% variable consumer loyalty can be explained by variable quality of service and consumer satisfaction.
| Item Type: | Thesis (S1) |
|---|---|
| Call Number CD: | FE/MJ. 17 085 |
| NIM/NIDN Creators: | 43113010313 |
| Uncontrolled Keywords: | Kualitas Pelayanan, Kepuasan Konsumen, Loyalitas Konsumen |
| Subjects: | 200 Religion/Agama > 260 Christian Social Theology/Teologi Sosial Kristen > 268 Religious Education/Pendidikan Agama Kristen, Pengajaran Agama Kristen > 268.7 Services/Pelayanan 300 Social Science/Ilmu-ilmu Sosial > 330 Economics/Ilmu Ekonomi 600 Technology/Teknologi > 650 Management, Public Relations, Business and Auxiliary Service/Manajemen, Hubungan Masyarakat, Bisnis dan Ilmu yang Berkaitan > 658 General Management/Manajemen Umum > 658.8 Marketing, Management of Distribution/Marketing, Manajemen Distribusi |
| Divisions: | Fakultas Ekonomi dan Bisnis > Manajemen |
| Depositing User: | Admin Perpus UMB |
| Date Deposited: | 17 Mar 2017 12:20 |
| Last Modified: | 22 Feb 2024 06:43 |
| URI: | http://repository.mercubuana.ac.id/id/eprint/33437 |
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