ANALISIS KEPUASAN PELANGGAN BERDASARKAN NILAI PELANGGAN DENGAN METODE SERVICE QUALITY (Studi Kasus Pada Divisi Marketing Conveyor Belt)

WIJAYA, RINO SURYA (2019) ANALISIS KEPUASAN PELANGGAN BERDASARKAN NILAI PELANGGAN DENGAN METODE SERVICE QUALITY (Studi Kasus Pada Divisi Marketing Conveyor Belt). S2 thesis, Universitas Mercu Buana Jakarta.

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Abstract

This study analyzes customer value as a strategic step in building customer interest and satisfaction. Problems experienced at PT. Bando Indonesia as a conveyor belt manufacturer for dissatisfied customers for the products produced. There are 6 hypotheses discussed in this study, which are related to service quality variables, customer value and customer satisfaction. The data collection technique was taken by purposive sampling as many as 125 respondents from customer service users at PT. Bando Indonesia Jakarta. This analysis is carried out by Structural Equation Modeling in the AMOS program. The results of this data analysis show that the model and results of this study are well received. Regarding the results of dimensions, responsiveness, assurance and empathy have a positive value on customers. And customer value has a significant positive effect on customer satisfaction. One of the results of an increased index value is responsive value from PT. Bando Indonesia provides responses and requests from invited customers on managerial implications. Keywords: Tangible, Reliability, Responsiveness, Assurance, Empathy, Customer Value, and Customer Satisfaction Penelitian ini menganalisis pengaruh nilai pelanggan sebagai langkah strategik dalam membangun minat dan kepuasan pelanggan. Permasalahan yang dihadapi pada PT. Bando Indonesia sebagai produsen conveyor belt terhadap ketidakpuasan pelanggan atas produk yang dihasilkan. Terdapat 6 hipotesis yang diuji dalam penelitian ini, terkait tentang variable kualitas layanan, nilai pelanggan dan kepuasan pelanggan. Adapun teknik pengambilan data diambil melalui purposive sampling sebanyak 125 responden dari cutomer pengguna jasa pada PT. Bando Indonesia Jakarta. Analisa tersebut diproses dengan Structural Equation Modelling pada program AMOS. Hasil analisis data penelitian ini menunjukkan model serta hasil dari penelitian ini dapat diterima dengan baik. Adapun hasil dimensi kehandalan, responsif, jaminan dan empati memiliki pengaruh positif terhadap nilai pelanggan. Dan nilai pelanggan memiliki berpengaruh positif secara signifikan terhadap kepuasan pelanggan. Salah satu dari hasil nilai indeks yang menurun yaitu nilai responsif dari PT. Bando Indonesia dalam merespon keluhan serta keinginan dari pelanggan yang dibahas pada Implikasi manjerial. Kata Kunci : Berwujud, Kehandalan, Responsif, Jaminan, Empati, Nilai Pelanggan, serta Kepuasan Pelanggan

Item Type: Thesis (S2)
Call Number: TI/53/19/013
NIM: 55313110015
Uncontrolled Keywords: Berwujud, Kehandalan, Responsif, Jaminan, Empati, Nilai Pelanggan, serta Kepuasan Pelanggan
Subjects: 600 Technology/Teknologi > 650 Management, Public Relations, Business and Auxiliary Service/Manajemen, Hubungan Masyarakat, Bisnis dan Ilmu yang Berkaitan
600 Technology/Teknologi > 650 Management, Public Relations, Business and Auxiliary Service/Manajemen, Hubungan Masyarakat, Bisnis dan Ilmu yang Berkaitan > 658 General Management/Manajemen Umum
600 Technology/Teknologi > 650 Management, Public Relations, Business and Auxiliary Service/Manajemen, Hubungan Masyarakat, Bisnis dan Ilmu yang Berkaitan > 658 General Management/Manajemen Umum > 658.6 Quality Management/Manajemen Kualitas
700 Arts/Seni, Seni Rupa, Kesenian > 700. Arts/Seni, Seni Rupa, Kesenian > 700.1-700.9 Standards Subdivisions of The Arts/Subdivisi Standard dari Karya Seni > 700.4 Special Topics in The Arts/Topik Tertentu dalam Karya Seni > 700.41 Arts Displaying Specific Qualities of Style, Mood, Viewpoint/Seni Menampilkan Kualitas Gaya Tertentu, Suasana Hati, Sudut Pandang
Divisions: Pascasarjana > Magister Teknik Industri
Depositing User: Dede Muksin Lubis
Date Deposited: 10 Oct 2019 06:54
Last Modified: 10 Oct 2019 06:54
URI: http://repository.mercubuana.ac.id/id/eprint/50385

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