PENGARUH HARGA TIKET, KUALITAS PELAYANAN DAN KEPUASAN KONSUMEN TERHADAP LOYALITAS KONSUMEN BUS TRANSJAKARTA (Studi Kasus pada Bus TransJakarta rute Manggarai - Ragunan)

RODIAH, RODIAH (2018) PENGARUH HARGA TIKET, KUALITAS PELAYANAN DAN KEPUASAN KONSUMEN TERHADAP LOYALITAS KONSUMEN BUS TRANSJAKARTA (Studi Kasus pada Bus TransJakarta rute Manggarai - Ragunan). S1 thesis, Universitas Mercu Buana Jakarta.

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Abstract

This study aimed to analyze the influence of Price, Quality of Service, Customer Satisfaction to Customer Loyalty. A sample of 100 respondents who are Customer TransJakart Bus by using purposive sampling technique. Analysis of the data used is Structural Equation Model (SEM) and for processing data using the program Partial Least Square (Smart-PLS) Versi 3.0. The results showed that: variable Price not significant impact on the Customer Loyalty ; Service Quality variable direct and significant impact on the Customer Loyalty, Customer Satisfaction variable direct and significant impact on the Customer Loyalty. Accordingly, you should TransJakarta bus continues to improve service quality. It will be able to influence customers become loyal. Keywords: Price, Quality of Service, Service Satisfaction, Customer Loyalty Penelitian ini bertujuan untuk menganalisis pengaruh harga, kualitas pelayanan dan kepuasan konsumen terhadap loyalitas konsumen. Sampel sebanyak 100 responden yang merupakan konsumen pengguna bus TransJakarta dengan menggunakan teknik purposive sampling. Analisis data yang digunakan adalah dengan Structural Equation Model (SEM) dan untuk pengolahan datanya menggunakan program Partial Least Square (Smart-PLS) Versi 3.0. Hasil penelitian menunjukkan bahwa: variabel Harga berpengaruh tidak signifikan terhadap Loyalitas Konsumen, variabel Kualitas Pelayanan berpengaruh langsung dan signifikan terhadap Loyalitas Konsumen; dan variabel Kepuasan Konsumen berpengaruh langsung dan signifikan terhadap Loyalitas Konsumen. Dengan demikian, sebaiknya bus TransJakarta jakarta terus meningkatkan kualitas pelayanan. Hal tersebut akan mampu mempengaruhi konsumen menjadi loyal. Kata Kunci : Harga, Kualitas Pelayanan, Kepuasan Konsumen, Loyalitas Konsumen

Item Type: Thesis (S1)
Call Number CD: FE/MJ 18 614
NIM: 43113120091
Uncontrolled Keywords: Harga, Kualitas Pelayanan, Kepuasan Konsumen, Loyalitas Konsumen
Subjects: 000 Computer Science, Information and General Works/Ilmu Komputer, Informasi, dan Karya Umum > 000. Computer Science, Information and General Works/Ilmu Komputer, Informasi, dan Karya Umum > 005 Computer Programmming, Programs, Data/Pemprograman Komputer, Program, Data > 005.4 System Programming and Programs/Sistem Pemrograman dan Program > 005.43 Operating System/Sistem Operasi > 005.434 Process Management Programs/Program Manajemen Proses
000 Computer Science, Information and General Works/Ilmu Komputer, Informasi, dan Karya Umum > 060 General Organizations, Foundations, and Museology/Organisasi-organisasi Umum, dan Museologi > 069 Museology (Museum science)/Museologi > 069.6 Personnel Management of Museum/Manajemen Personalia Museum > 069.63 Personnel Management/Manajemen Personalia
300 Social Science/Ilmu-ilmu Sosial > 330 Economics/Ilmu Ekonomi
400 Language/Bahasa > 400. Language/Bahasa > 406 Organizations and management/Organisasi dan Manajemen
Divisions: Fakultas Ekonomi dan Bisnis > Manajemen
Depositing User: Virda Syifa
Date Deposited: 08 Nov 2018 02:47
Last Modified: 10 Jan 2019 09:01
URI: http://repository.mercubuana.ac.id/id/eprint/45455

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