ANALISIS PENGARUH HARGA DAN KUALITAS PELAYANAN DALAM KEPUASAN PELANGGAN DAN IMPLIKASINYA TERHADAP LOYALITAS PELANGGAN JASA PENGANGKUTAN LIMBAH B3 DI PT. ARAH ENVIRONMENTAL INDONESIA

CHANDRA, RIZKI (2020) ANALISIS PENGARUH HARGA DAN KUALITAS PELAYANAN DALAM KEPUASAN PELANGGAN DAN IMPLIKASINYA TERHADAP LOYALITAS PELANGGAN JASA PENGANGKUTAN LIMBAH B3 DI PT. ARAH ENVIRONMENTAL INDONESIA. S2 thesis, Universitas Mercu Buana Jakarta-Menteng.

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Abstract

This research is aimed to study and analyse the relationship between price and service quality on customer satisfaction and its implications for customer loyalty in business to business. This research was conducted at PT. Arah Environmental Indonesia Jabodetabek Branch that provides hazardous waste transportation services. The data used are primary data and secondary data. Secondary data were obtained from PT. Arah Environmental Indonesia Direction and primary data obtained through questionnaires for invited customers. The number of samples used was 53 companies. The sampling technique is done by the method of Accidental Purposive Sampling, the data is processed with multiple linear regression equations to find out the percentage of the contribution of independent variables on the dependent variable. The results showed that the variable price, service quality was partly positive and significant to customer satisfaction. While variables together depend on customer loyalty. At the managerial level, this research can be used as an assessment for PT. Arah Environmental Indonesian in order to increase customer satisfaction and customer loyalty for hazardous waste transportation. Keywords: price, service quality, customer satisfaction, customer loyalty Penelitian ini bertujuan untuk mengetahui dan menganalisis hubungan antara harga dan kualitas pelayanan pada kepuasan pelanggan dan implikasinya terhadap loyalitas pelanggan pada bisnis ke bisnis. Penelitian ini dilakukan di PT. Arah Environmental Indonesia Cabang Jabodetabek yang menyediakan jasa pengangkutan Limbah B3. Data yang digunakan adalah data primer dan data sekunder. Data sekunder diperoleh dari data manajemen PT. Arah Environmental Indonesia dan data primer diperoleh melalui penyebaran kuisioner kepada pelanggan yang telah bekerjasama. Jumlah sampel yang digunakan adalah 53 perusahaan. Teknik pengambilan sampel dilakukan dengan cara Metode Accidental Purposive Sampling, data diolah dengan persamaan regresi linier berganda untuk mengetahui besaran prosentase sumbangan pengaruh variabel independen pada variabel dependen. Hasil penelitian menunjukan bahwa variabel harga, kualitas pelayanan secara partial berpengaruh positif dan signifikan terhadap kepuasan pelanggan. Sedangkan secara bersama-sama variabel dependen tersebut berpengaruh terhadap loyalitas pelanggan. Pada tingkat manajerial, penelitian ini dapat digunakan sebagai rekomendasi untuk PT. Arah Environmental Indonesia dalam rangka meningkatkan kepuasan pelanggan dan loyalitas pelanggan untuk jasa pengangkutan Limbah B3. Kata Kunci: Harga, Kualitas Pelayanan, Kepuasan Pelanggan dan Loyalitas Pelanggan

Item Type: Thesis (S2)
Call Number CD: CDT-551-20-002
NIM/NIDN Creators: 55117110227
Uncontrolled Keywords: price, service quality, customer satisfaction, customer loyalty, Harga, Kualitas Pelayanan, Kepuasan Pelanggan dan Loyalitas Pelanggan,
Subjects: 600 Technology/Teknologi > 650 Management, Public Relations, Business and Auxiliary Service/Manajemen, Hubungan Masyarakat, Bisnis dan Ilmu yang Berkaitan > 658 General Management/Manajemen Umum
Divisions: Pascasarjana > Magister Manajemen
Depositing User: MYTHA ALVIANA SARI
Date Deposited: 16 Feb 2022 07:10
Last Modified: 18 Jun 2022 02:12
URI: http://repository.mercubuana.ac.id/id/eprint/56200

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