PENGARUH KEPERCAYAAN, LOKASI DAN HARGA TERHADAP KEPUASAN PELANGGAN DAN LOYALITAS PELANGGAN (STUDI PADA PENUMPANG COMMUTERLINE JABODETABEK)

LAHTHIFAH F., SURYA (2019) PENGARUH KEPERCAYAAN, LOKASI DAN HARGA TERHADAP KEPUASAN PELANGGAN DAN LOYALITAS PELANGGAN (STUDI PADA PENUMPANG COMMUTERLINE JABODETABEK). S1 thesis, Universitas Mercu Buana Jakarta.

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Abstract

This study aims to analyze “The Effect Of Trust, Location and Price On Customer Satisfaction and Customer Loyalty (Study In Jabodetabek Commuterline Passengers). The research was aimed at Jabodetabek KRL passengers with use sample of 160 respondents. The research use quantitative research method. Data analysis use SEM-based component or variance, is Partial Least Square (PLS). The results of research trust variable positive effect and significant to customer satisfaction, but negative effect and not significant to customer loyalty. Location variable positive effect and significant to customer satisfaction and positive effect but not significant to customer loyalty. Price variable positive effect and significant to customer satisfaction, while price positive effect and not significant to customer loyalty. Customer satisfaction variable positive effect and significant to customer loyalty case study in Jabodetabek commuterline passengers. Keywords : Trust, Location, Price, Customer Satisfaction, Customer Loyalty, Structural Equation Model (SEM), Partial Least Square (PLS) Penelitian ini bertujuan untuk menganalisis “Pengaruh Kepercayaan, Lokasi dan Harga Terhadap Kepuasan Pelanggan dan Loyalitas Pelanggan (Studi Pada Penumpang Commuterline Jabodetabek)”. Penelitian ditujukan kepada penumpang KRL Jabodetabek dengan menggunakan sampel 160 responden. Penelitian ini menggunakan metode penelitian kuantitatif. Analisis data menggunakan Structural Equation Model (SEM) berbasis component atau variance yaitu Partial Least Square (PLS). Hasil penelitian ini menunjukkan bahwa variabel kepercayaan berpengaruh positif dan signifikan terhadap kepuasan pelanggan, tetapi berpengaruh negatif dan tidak signifikan terhadap loyalitas pelanggan. Variabel lokasi berpengaruh positif dan signifikan terhadap kepuasan pelanggan tetapi berpengaruh positif dan tidak signifikan terhadap loyalitas pelanggan. Variabel harga berpengaruh positif dan signifikan terhadap kepuasan pelanggan, sedangkan harga berpengaruh positif dan tidak signifikan terhadap loyalitas pelanggan. Variabel kepuasan pelanggan berpengaruh positif dan signifikan terhadap loyalitas pelanggan untuk studi kasus penumpang kereta commuterline Jabodetabek. Kata Kunci : Kepercayaan, Lokasi, Harga, Kepuasan Pelanggan, Loyalitas Pelanggan, Structural Equation Model (SEM), Partial Least Square (PLS)

Item Type: Thesis (S1)
NIM: 43115320002
Uncontrolled Keywords: Kepercayaan, Lokasi, Harga, Kepuasan Pelanggan, Loyalitas Pelanggan, Structural Equation Model (SEM), Partial Least Square (PLS)
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 > 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 > 005.435 Memory Management Programs/Program Manajemen Memori
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: 13 Jun 2019 04:07
Last Modified: 13 Jun 2019 04:07
URI: http://repository.mercubuana.ac.id/id/eprint/48879

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