PENGARUH KUALITAS PELAYANAN DAN PROMOSI TERHADAP KEPUASAN PELANGGAN DAN DAMPAKNYA TERHADAP MINAT PEMBELIAN ULANG (Studi Kasus Pengguna Moda Transportasi Umum Jak Lingko Rute Jak-30)

NURAINI, AJENG IRMA (2020) PENGARUH KUALITAS PELAYANAN DAN PROMOSI TERHADAP KEPUASAN PELANGGAN DAN DAMPAKNYA TERHADAP MINAT PEMBELIAN ULANG (Studi Kasus Pengguna Moda Transportasi Umum Jak Lingko Rute Jak-30). S1 thesis, Universitas Mercu Buana.

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Abstract

This study aims to identify the effect of Service Quality and Promotion Toward Customer Satisfaction and The Impact on Repurchase Intention. The subjects in this study were public who have used Jak Lingko transportation mode. The sample used in this study was 190 respondents. The sampling method is done by convenience sampling method. This study is using SEM data analysis techniques and data processing using Partial Least Square (PLS). The results of this study showed that Service Quality positive does not have significant effect on Customer Satisfaction, Promotion has a significant positive effect on Customer Satisfaction, Service Quality has a significant positive effect on Repurchase Intention, Promotion has a significant positive effect on Repurchase Intention, Customer Satisfaction positive does not have effect on Repurchase Intention. Keywords : Service Quality, Promotion, Customer Satisfaction, Repurchase Intention, Transportation. Penelitian ini untuk mengetahui Pengaruh Kualitas Pelayanan dan Promosi Terhadap Kepuasan Pelanggan dan Dampaknya Terhadap Minat Pembelian Ulang. Subjek pada penelitian ini adalah masyarakat yang telah menggunakan moda transportasi umum Jak Lingko untuk berpergian. Sampel yang digunakan dalam penelitian ini adalah sebanyak 190 responden. Metode pengambilan sampel dilakukan dengan metode convenience sampling. Penelitian ini menggunakan teknik analisis data SEM dan pengolahan data menggunakan Partial Least Square (PLS). Hasil penelitian ini menunjukkan bahwa Kualitas Pelayanan berpengaruh positif tidak signifikan terhadap Kepuasan Pelanggan, Promosi berpengaruh positif signifikan terhadap Kepuasan Pelanggan, Kualitas Pelayanan berpengaruh positif signifikan terhadap Minat Pembelian Ulang, Promosi berpengaruh positif signifikan terhadap Minat Pembelian Ulang, Kepuasan Pelanggan berpengaruh positif signifikan terhadap Minat Pembelian Ulang. Kata kunci : Kualitas Pelayanan, Promosi, Kepuasan Pelanggan, Minat Pembelian Ulang, Transportasi.

Item Type: Thesis (S1)
Call Number CD: FE/MJ. 20 183
NIM/NIDN Creators: 43116010326
Uncontrolled Keywords: Kualitas Pelayanan, Promosi, Kepuasan Pelanggan, Minat Pembelian Ulang, Transportasi.
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
Divisions: Fakultas Ekonomi dan Bisnis > Manajemen
Depositing User: Dede Muksin Lubis
Date Deposited: 14 Mar 2022 02:43
Last Modified: 13 Apr 2022 03:02
URI: http://repository.mercubuana.ac.id/id/eprint/57876

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