PENGARUH KUALITAS PELAYANAN DAN PERSEPSI HARGA TERHADAP LOYALITAS PELANGGAN (Studi Kasus Pada Pelanggan PT. First Media Di Perumahan Villa Indah Permai)

YUNITA, ITA (2019) PENGARUH KUALITAS PELAYANAN DAN PERSEPSI HARGA TERHADAP LOYALITAS PELANGGAN (Studi Kasus Pada Pelanggan PT. First Media Di Perumahan Villa Indah Permai). S1 thesis, Universitas Mercu Buana Jakarta.

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Abstract

This study aims to examine of influence of service quality and price perception on customer loyalty PT. First Media Branch Bekasi. Research was conducted on Villa Indah Permai in Bekasi. This research uses descriptive quantitative method. The study was conducted by distributing questionnaires to 126 customers PT. First Media Branch Bekasi. Sample was taken using a nonprobability sampling with purposive sampling technique. Data analysis techniques in this study using multiple linear regression analysis with SPSS 23.0 for Windows. Results showed service quality has a positive and significant influence on customer loyalty, price perception has a positive and significant influence on customer loyalty. Variable quality of service and price perception have positive and significant effect to customer loyalty as a simultaneously. Keywords: Service Quality, Perceived Price, Customer Loyalty, PT. First Media Bekasi Branch. Penelitian ini bertujuan untuk menguji pengaruh kualitas pelayanan dan persepsi harga berpengaruh terhadap loyalitas pelanggan pada PT. First Media Cabang Bekasi. Penelitian ini dilakukan pada Perumahan Villa Indah Permai yang berada di Bekasi. Penelitian ini menggunakan metode deskriptif kuantitatif. Penelitian dilakukan dengan cara menyebarkan kuesioner kepada 126 pelanggan PT. First Media Cabang Bekasi. Pengambilan sampel penelitian menggunakan non probability sampling dengan teknik purposive sampling. Teknik analisis data dalam penelitian ini menggunakan analisis regresi linier berganda dengan bantuan program SPSS 23.0 for Windows. Hasil penelitian menunjukkan bahwa kualitas pelayanan memiliki pengaruh positif dan signifikan terhadap loyalitas pelanggan, persepsi harga memiliki pengaruh positif dan signifikan terhadap loyalitas pelanggan. Secara bersama-sama variable kualitas pelayanan dan persepsi harga berpengaruh positif dan signifikan terhadap loyalitas pelanggan. Kata Kunci : Kualitas Pelayanan, Persepsi Harga, Loyalitas Pelanggan, PT. First Media Cabang Bekasi.

Item Type: Thesis (S1)
Call Number: SE/31/18/190
NIM: 43110120146
Uncontrolled Keywords: Kualitas Pelayanan, Persepsi Harga, Loyalitas Pelanggan, PT. First Media Cabang Bekasi.
Subjects: 200 Religion/Agama > 260 Christian Social Theology/Teologi Sosial Kristen > 268 Religious Education/Pendidikan Agama Kristen, Pengajaran Agama Kristen > 268.7 Services/Pelayanan
600 Technology/Teknologi > 650 Management, Public Relations, Business and Auxiliary Service/Manajemen, Hubungan Masyarakat, Bisnis dan Ilmu yang Berkaitan > 657 Accounting/Akuntansi
600 Technology/Teknologi > 650 Management, Public Relations, Business and Auxiliary Service/Manajemen, Hubungan Masyarakat, Bisnis dan Ilmu yang Berkaitan > 657 Accounting/Akuntansi > 657.8 Accounting for Enterprises Enganged in Specific Kinds of Activities/Akuntansi Usaha yang Bergerak dalam Jenis Kegiatan Tertentu
600 Technology/Teknologi > 650 Management, Public Relations, Business and Auxiliary Service/Manajemen, Hubungan Masyarakat, Bisnis dan Ilmu yang Berkaitan > 657 Accounting/Akuntansi > 657.8 Accounting for Enterprises Enganged in Specific Kinds of Activities/Akuntansi Usaha yang Bergerak dalam Jenis Kegiatan Tertentu > 657.83 Service and Professionals Activities/Kegiatan Pelayanan dan Profesional
Divisions: Fakultas Ekonomi dan Bisnis > Manajemen
Depositing User: Dede Muksin Lubis
Date Deposited: 03 May 2019 03:56
Last Modified: 03 May 2019 03:56
URI: http://repository.mercubuana.ac.id/id/eprint/48238

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