NURLAELA, NURLAELA (2017) PENGARUH PERSEPSI HARGA, KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN DALAM MEMBENTUK LOYALITAS PELANGGAN (Studi Kasus pada Bus Pariwisata PO Putra Remaja). S1 thesis, Universitas Mercu Buana Jakarta.
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Abstract
Penelitian ini bertujuan untuk menganalisis pengaruh persepsi harga dan kualitas pelayanan terhadap kepuasan pelanggan dalam membentuk loyalitas pelanggan. Jenis Penelitian yang digunakan adalah penelitian penjelasan (explanatory research) dengan pendekatan kuantitatif. Sampel sebanyak 125 responden yang merupakan Pelanggan Bus Pariwisata PO Putra Remaja dengan menggunakan teknik purposive sampling. Analisis data yang digunakan adalah analisis deskriptif dan analisis jalur (Path Analysis). Hasil penelitian menunjukkan bahwa: variabel Kualitas Pelayanan berpengaruh langsung dan signifikan terhadap variabel Kepuasan; variabel Kualitas Pelayanan berpengaruh langsung dan signifikan terhadap kepuasan pelanggan; variabel persepsi harga berpengaruh langsung dan signifikan terhadap kualitas pelanggan; variabel kepuasan pelanggan berpengaruh tidak signifikan terhadap loyalitas pelanggan; variabel kualitas pelayanan berpengaruh langsung dan signifikan terhadap loyalitas pelanggan. dengan demikian, sebaiknya bus pariwisata po putra remaja jakarta terus meningkatkan kualitas pelayanan. hal tersebut akan mampu mempengaruhi kepuasan pelanggan dan membuat pelanggan menjadi loyal.This study aimed to analyze the influence of the perception of price and quality of service to customer satisfaction in the form of customer loyalty. Research type used is explanatory research (explanatory research) with quantitative approach. A sample of 125 respondents who are Customer PO Putra Remaja Tourism Bus using purposive sampling technique. Analysis of the data used is descriptive analysis and path analysis (path analysis). The results showed that: Service Quality variable direct and significant impact on the variable satisfaction; Service Quality variable direct and significant impact on the Customer Satisfaction; Perception variable price direct and significant impact on the Quality of Customer; Customer Satisfaction variables not significant effect on Customer Loyalty; Service Quality variable direct and significant impact on the Customer Loyalty. Accordingly, you should Putra Youth Tourism Bus PO Putra Remaja Jakarta continues to improve service quality. It will be able to influence customer satisfaction and make customers become loyal.
| Item Type: | Thesis (S1) |
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| Call Number CD: | FE/MJ. 17 305 |
| NIM/NIDN Creators: | 43114110201 |
| Uncontrolled Keywords: | Harga, Kualitas Pelayanan, Kepuasan Pelayanan, Loyalitas Pelanggan |
| Subjects: | 100 Philosophy and Psychology/Filsafat dan Psikologi > 120 Epistemology/Epistemologi > 121 Theory of Knowledge/Teori Pengetahuan > 121.3 Origin, Sources, Means of Knowledge/Asal, Sumber, Sarana Pengetahuan > 121.34 Perception/Persepsi 200 Religion/Agama > 260 Christian Social Theology/Teologi Sosial Kristen > 268 Religious Education/Pendidikan Agama Kristen, Pengajaran Agama Kristen > 268.7 Services/Pelayanan |
| Divisions: | Fakultas Ekonomi dan Bisnis > Manajemen |
| Depositing User: | Admin Perpus UMB |
| Date Deposited: | 23 Mar 2017 15:41 |
| Last Modified: | 07 Feb 2024 03:47 |
| URI: | http://repository.mercubuana.ac.id/id/eprint/33679 |
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