ADI, GOLLDEN SANCOYO (2014) PENGARUH KUALITAS LAYANAN PERSEPSI HARGA DAN GAYA HIDUP TERHADAP KEPUASAN PELANGGAN DI PEGADAIAN BSD CITY. S2 thesis, Universitas Mercu Buana.
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Abstract
This study aims to determine the perception of price, quality of service and Lifestyle effect on Customer Satisfaction in Pegadaian BSD City . Independent variables were examined in this study is the variable Price Perception, Quality of Service and Lifestyle. While customer satisfaction becomes the dependent variable. The research object is never society and who are using the services of PT Pegadaian (Persero) Branch BSD City with research time for 1 (one) month. Based on population size and sample size recommendations in the use of SPSS, the researcher uses Slovin formula in determining the number of samples to be studied were a number of 300 respondents in this study, data collection was conducted through survey methods. To determine the validity and reliability of the questionnaire should be tested on a questionnaire by using test validity and reliability of the results obtained data processing variable Price Perception, Quality of Service and Lifestyle positive influence on Customer Satisfaction Variable Quality of Service has the strongest association with the dimensions of the use of the pawnbroking service Customer satisfaction regularly variable with a value of 79.4% ie the Technical Quality dimension. While the lifestyle variables that have an influence on Customer Satisfaction with, or 88.8% is a variable that diri.Disamping orientation there is also a simultaneous influence of lifestyle variables, Perceptions of Price and Quality of Service to Customer Satisfaction. The conclusion of this study, in order to improve customer satisfaction, then Pegadaian BSD City should increase the perception of price, quality of service, and style of living. Keywords: Perceptions of Price, Quality of Service, Lifestyle, Customer Satisfaction, Pegadaian BSD City. Penelitian ini bertujuan untuk mengetahui Persepsi Harga, Kualitas Layanan dan Gaya Hidup yang berpengaruh terhadap Kepuasan Pelanggan di Pegadaian BSD City. Variabel independent yang diteliti dalam penelitian ini adalah variable Persepsi Harga, Kualitas Layanan dan Gaya Hidup. Sedangkan Kepuasan Pelanggan menjadi variabel terikat. Objek penelitian adalah masyarakat yang pernah dan yang sedang menggunakan jasa gadai PT Pegadaian (Persero) Cabang BSD City dengan waktu penelitian selama 1 (satu) bulan. Berdasarkan jumlah populasi dan rekomendasi ukuran sampel dalam menggunakan SPSS maka peneliti menggunakan rumus perhitngan slovin dalam menentukan jumlah sampel yang akan diteliti yaitu sejumlah 300 responden Dalam penelitian ini, pengumpulan data dilakukan melalui metode survey. Untuk mengetahui validitas dan reliabilitas kuesioner perlu dilakukan pengujian atas kuisioner dengan menggunakan uji validitas dan uji reliabilitas Dari hasil pengolahan data didapatkan variabel Persepsi Harga, Kualitas Layanan dan Gaya Hidup berpengaruh positif terhadap Kepuasan Pelanggan Variabel Kualitas Layanan memiliki hubungan paling kuat dengan dimensi penggunaan jasa gadai secara teratur pada variabel Kepuasan Pelanggan dengan nilai 79,4 %Yaitu pada dimensi Technical Quality. Sedangkan Pada Variabel Gaya hidup yang memiliki pengaruh terhadap Kepuasan Pelanggan dengan atau 88,8% adalah variabel orientasi diri.Disamping itu terdapat pula pengaruh simultan dari variabel Gaya hidup, Persepsi Harga dan Kualitas Layanan terhadap Kepuasan Pelanggan. Kesimpulan dari penelitian ini, untuk dapat meningkatkan Kepuasan Pelanggan, maka Pegadaian BSD City harus meningkatkan Persepsi Harga, Kualitas layanan, dan Gaya hidup. Kata kunci : Persepsi Harga, Kualitas Layanan, Gaya Hidup, Kepuasan Pelanggan, Pegadaian BSD City
| Item Type: | Thesis (S2) |
|---|---|
| Call Number CD: | CD/551. 14 017 |
| Call Number: | TM/51/14/063 |
| NIM/NIDN Creators: | 55111120140 |
| Uncontrolled Keywords: | Persepsi Harga, Kualitas Layanan, Gaya Hidup, Kepuasan Pelanggan, Pegadaian BSD City |
| Subjects: | 600 Technology/Teknologi > 650 Management, Public Relations, Business and Auxiliary Service/Manajemen, Hubungan Masyarakat, Bisnis dan Ilmu yang Berkaitan > 657 Accounting/Akuntansi > 657.4 Specific Fields of Accounting/Bidang Akuntansi Tertentu > 657.47 Fiduciary Accounting/Akuntansi Gadai 600 Technology/Teknologi > 650 Management, Public Relations, Business and Auxiliary Service/Manajemen, Hubungan Masyarakat, Bisnis dan Ilmu yang Berkaitan > 658 General Management/Manajemen Umum > 658.6 Quality Management/Manajemen Kualitas |
| Divisions: | Pascasarjana > Magister Manajemen |
| Depositing User: | Admin Perpus UMB |
| Date Deposited: | 05 Nov 2014 16:54 |
| Last Modified: | 15 Jan 2025 07:30 |
| URI: | http://repository.mercubuana.ac.id/id/eprint/13987 |
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