PENGARUH KUALITAS PRODUK DAN HARGA TERHADAP LOYALITAS PELANGGAN MELALUI KEPUASAN PELANGGAN TELKOMSEL (STUDI PADA PELANGGAN TELKOMSEL DI WILAYAH JAKARTA BARAT)

ALFIYANAH, ALFIYANAH (2018) PENGARUH KUALITAS PRODUK DAN HARGA TERHADAP LOYALITAS PELANGGAN MELALUI KEPUASAN PELANGGAN TELKOMSEL (STUDI PADA PELANGGAN TELKOMSEL DI WILAYAH JAKARTA BARAT). S1 thesis, Universitas Mercu Buana Jakarta.

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Abstract

This research aims to determine how much influence the product quality and price effect to customer satisfaction and also the implications for the desire to being customer loyalty in Telkomsel provider. Data collection instrument in this research used a questionnaire to 150 respondents to Telkomsel Customer provider on the West Jakarta Area with purposive sampling method. The analytical tool used the Structural Equation Model (SEM) that using the LISREL program (Linear Structural Relationship). The results of this research indicate that the product quality variables have significant effect on the customer satisfaction, product quality variables have significant effect on customer loyalty, price have significant effect on the customer satisfaction, price variables haven’t significant effect on customer loyalty, and satisfaction variables have significant effect on customer loyalty. Keywords: product quality, price, customer satisfaction and customer loyalty. Penelitian ini bertujuan untuk mengetahui seberapa besar pengaruh kualitas produk dan harga terhadap loyalitas pelanggan melalui kepuasan pelanggan Telkomsel. Instrumen pengumpulan data dalam penelitian ini menggunakan kuesioner kepada 150 responden kepada Pelanggan Telkomsel di Wilayah Jakarta Barat dengan metode purposive sampling. Alat analisis yang digunakan adalah Structural Equation Model (SEM) dengan menggunakan program LISREL (Liniear Structural Relationship). Hasil dari penelitian ini menunjukan bahwa kualitas produk memiliki pengaruh signifikan terhadap kepuasan pelanggan, kualitas produk memiliki pengaruh signifikan terhadap loyalitas pelanggan, harga memiliki pengaruh signifikan terhadap kepuasan pelanggan, harga memiliki pengaruh tidak signifikan terhadap loyalitas pelanggan, dan yang terakhir kepuasan memiliki pengaruh signifikan terhadap loyalitas pelanggan. Kata kunci : kualitas produk, harga, kepuasan pelanggan, dan loyalitas pelanggan.

Item Type: Thesis (S1)
Call Number CD: FE/MJ. 18 580
NIM: 43114110016
Uncontrolled Keywords: kualitas produk, harga, kepuasan pelanggan, dan loyalitas pelanggan.
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: 15 Nov 2018 02:57
Last Modified: 09 Jan 2019 08:52
URI: http://repository.mercubuana.ac.id/id/eprint/45604

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