PENGARUH KUALITAS PRODUK DAN KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN SERTA IMPLIKASINYA TERHADAP LOYALITAS PELANGGAN PADA KLINIK ESTHEDICA DI TANGERANG

PUSPITASARI, VIONA (2017) PENGARUH KUALITAS PRODUK DAN KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN SERTA IMPLIKASINYA TERHADAP LOYALITAS PELANGGAN PADA KLINIK ESTHEDICA DI TANGERANG. S2 thesis, Universitas Mercu Buana Jakarta-Menteng.

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Abstract

This study examined and analyzed the effect of product quality and service quality to customer satisfaction and its implications to customer loyalty in Esthedica Clinic at Tangerang. The research data is the data of customers who meet the criteria Esthedica clinic at least once in therapy twice in the last three months at the time the study was conducted. The sampling method used is non probability sampling with purposive sampling. From 250 questionnaire, 215 fulfill the criteria as a sample. The analytical method used is quantitative descriptive analysis using SPSS Program. The results showed a significant positive impact product quality to customer satisfaction, service quality affect positive significant to customer satisfaction, and customer satisfaction has a significant positive effect on customer loyalty. Keywords: product quality, service quality, customer satisfaction, customer loyalty. Penelitian ini menguji dan menganalisis pengaruh kualitas produk dan kualitas pelayanan terhadap kepuasan pelanggan serta implikasi terhadap loyalitas pelanggan pada Klinik Esthedica di Tangerang. Data penelitian merupakan data pelanggan klinik Esthedica yang memenuhi kriteria paling sedikit pernah menjalani terapi dua kali dalam tiga bulan terakhir pada saat penelitian ini dilakukan. Metode sampling yang digunakan adalah non probability sampling dengan purposive sampling. Dari 250 kuesioner yang disebarkan, 215 memenuhi kriteria sebagai sampel. Metode analisis yang digunakan adalah analisis deskriptif kuantitatif dengan menggunakan Program SPSS. Hasil penelitian menunjukkan kualitas produk berpengaruh signifikan positif terhadap kepuasan pelanggan, kualitas pelayanan berpengauh signifikan positif terhadap kepuasan pelanggan, dan kepuasan pelanggan berpengaruh signifikan positif terhadap loyalitas pelanggan. Kata kunci: kualitas produk, kualitas pelayanan, kepuasan pelanggan, loyalitas pelanggan.

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