PENGARUH KUALITAS PELAYANAN, DAN LOKASI TERHADAP KEPUASAN KONSUMEN SERTA IMPLIKASINYA TERHADAP LOYALITAS KONSUMEN (Studi Kasus Pada Travel PT Tripuri cabang Menara Kuningan)

NURHASANAH, HIKMA (2018) PENGARUH KUALITAS PELAYANAN, DAN LOKASI TERHADAP KEPUASAN KONSUMEN SERTA IMPLIKASINYA TERHADAP LOYALITAS KONSUMEN (Studi Kasus Pada Travel PT Tripuri cabang Menara Kuningan). S1 thesis, Universitas Mercu Buana Jakarta.

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Abstract

This study aims to examine the effect of partial service quality, and location on customer satisfaction and its implications for consumer loyalty at PT Tripuri Travel Menara Kuningan branch. This type of research is quantitative using descriptive statistical methods and using Convenience sampling sampling techniques. The data used in the study are primary data and secondary data with a total sample of 110 respondents, namely consumers of PT Tripuri Travel who have purchased umroh and hajj tickets, as well as umroh packages at least once so that consumers can truly feel the service provided and can provide an assessment of his experience. While the analysis technique used is multiple linear regression analysis. T test results indicate that the variables of service quality, and location have a significant influence on customer satisfaction, as well as variable customer satisfaction has a significant influence on consumer loyalty. Keywords: Service Quality, Location, Consumer Satisfaction, and Consumer Loyalty Penelitian ini bertujuan untuk menguji pengaruh secara parsial kualitas pelayanan, dan lokasi terhadap kepuasan konsumen serta implikasinya terhadap loyalitas konsumen pada PT Tripuri Travel cabang Menara Kuningan. Jenis penelitian ini adalah kuantitatif menggunakan metode statistik deskriptif dan menggunakan teknik pengambilan sampel Convenience sampling. Data yang digunakan dalam penelitian adalah data primer dan data sekunder dengan jumlah sampel 110 orang responden yaitu para konsumen PT Tripuri Travel yang pernah melakukan pembelian tiket umroh dan haji, serta paket umroh minimal satu kali sehingga konsumen dapat benar-benar merasakan pelayanan yang diberikan dan dapat memberikan penilaian atas pengalamannya. Sedangkan teknik analisis yang digunakan adalah analisis regresi linier berganda. Hasil Uji t menunjukkan bahwa variabel kualitas pelayanan, dan lokasi mempunyai pengaruh yang signifikan terhadap kepuasan konsumen, serta variabel kepuasan konsumen mempunyai pengaruh yang signifikan terhadap loyalitas konsumen. Kata kunci : Kualitas Pelayanan, Lokasi, Kepuasan Konsumen, dan Loyalitas Konsumen

Item Type: Thesis (S1)
Call Number CD: FE/MJ. 18 572
NIM: 43113120496
Uncontrolled Keywords: Kualitas Pelayanan, Lokasi, Kepuasan Konsumen, dan 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
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: 14 Nov 2018 02:01
Last Modified: 09 Jan 2019 08:44
URI: http://repository.mercubuana.ac.id/id/eprint/45573

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