PENGARUH KUALITAS PRODUK, KUALITAS PELAYANAN DAN CUSTOMER VALUE TERHADAP KEPUASAN KONSUMEN PENGGUNA INDIHOME PT. TELKOM INDONESIA (PERSERO) TBK DI JAKARTA

CUNG, KEVIN CANDRA (2020) PENGARUH KUALITAS PRODUK, KUALITAS PELAYANAN DAN CUSTOMER VALUE TERHADAP KEPUASAN KONSUMEN PENGGUNA INDIHOME PT. TELKOM INDONESIA (PERSERO) TBK DI JAKARTA. S1-Sarjana thesis, Universitas Mercu Buana Jakarta.

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Abstract

The main objective of this study is to determine the effect of product quality, service quality and customer value on consumer satisfaction with IndiHome customers in Jakarta by using a quantitative descriptive approach. Data in the study were obtained from 155 respondents who were IndiHome users in Jakarta. Data analysis in this study uses an alternative method of structural equation modeling (SEM), namely partial least square (PLS). The first stage in this study was to test the validity of the questions of each of the following variables with their reliability. The second stage examines the relationship between product quality, service quality and customer value on customer satisfaction. The results of this study state that product quality and service quality variables have a positive and significant effect on customer satisfaction while customer value does not significant effect on customer satisfaction. Keywords: Product Quality, Service Quality, Customer Value, Consumer Satisfaction Tujuan utama dari penelitian ini adalah untuk mengetahui pengaruh kualitas produk, kualitas pelayanan dan customer value terhadap kepuasan konsumen pada pelanggan IndiHome di Jakarta dengan menggunakan pendekatan deskriptif kuantitatif. Data dalam penelitian diperoleh dari 155 responden yang merupakan pengguna IndiHome di Jakarta. Analisis data dalam penelitian ini menggunakan metode alternatif dari structural equation modeling (SEM) yaitu partial least square (PLS). Tahap pertama dalam penelitian ini untuk menguji validitas pertanyaan setiap variabel berikut dengan reliabilitasnya. Tahap kedua menguji hubungan antara kualitas produk, kualitas pelayan dan customer value terhadap kepuasan konsumen. Hasil dari penelitian ini menyatakan bahwa variabel kualitas produk dan kualitas pelayanan berpengaruh positif dan signifikan terhadap kepuasan pelanggan sementara variabel customer value tidak berpengaruh signifikan terhadap kepuasan konsumen. Kata Kunci: Kualitas Produk, Kualitas Pelayanan, Customer Value, Kepuasan Konsumen

Item Type: Thesis (S1-Sarjana)
Call Number: SE/31/19/441
NIM: 43114110170
Uncontrolled Keywords: Kualitas Produk, Kualitas Pelayanan, Customer Value, Kepuasan Konsumen
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
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
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
Divisions: Fakultas Ekonomi dan Bisnis > Manajemen
Depositing User: Virda Syifa
Date Deposited: 17 Oct 2020 06:32
Last Modified: 17 Oct 2020 06:32
URI: http://repository.mercubuana.ac.id/id/eprint/52337

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