PENGARUH KUALITAS PELAYANAN, HARGA, PROMOSI, CITRA MEREK, DAN KEPERCAYAAN TERHADAP KEPUASAN KONSUMEN KERETA API BANDARA SOEKARNO HATTA

SIAGIAN, ROY DARWIS (2022) PENGARUH KUALITAS PELAYANAN, HARGA, PROMOSI, CITRA MEREK, DAN KEPERCAYAAN TERHADAP KEPUASAN KONSUMEN KERETA API BANDARA SOEKARNO HATTA. S2 thesis, Universitas Mercu Buana Jakarta.

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Abstract

This study aims to analyze the effect of service quality, price, promotion, brand image and trust on consumer satisfaction. The phenomenon that occurs today is the development of transportation, which is high in the importance of maintaining customer satisfaction, what happens is the development of the number of visitors at Soekarno - Hatta airport which continues to rise accompanied by other transportation of various kinds, therefore the importance of the Soekarno - Hatta Airport Kerati Api to maintain customer satisfaction because of customer satisfaction. can cause several impacts and can also be used as a reference related to the amount of income, and profits that will be received by the company if the company is not able to maintain customer satisfaction, it is possible that the income earned will also decrease. The object of this research is the consumers of the Soekarno-Hatta airport train, and the number of samples determined is 220 respondents using the calculation method based on the heir formula multiplied by 5. The sampling method is purposive sampling, the data collection method uses a questionnaire, and the data analysis uses Partial Least Square (PLS). The results showed that service quality affects customer satisfaction, price affects customer satisfaction, promotions affect brand image, and trust has an effect on customer satisfaction. Keywords: Quality of service, price, promotion, brand image, trust, and consumer satisfactionKeywords: Service quality, Price, Promotion, Brand image, Trust, and Consumer satisfaction Penelitian ini bertujuan menganalisis pengaruh kualitas pelayanan, harga, promosi, citra merek dan kepercayaan terhadap kepuasan konsumen. Fenomena yang terjadi saat ini yaitu perkembangan transportasi yang tinggi pentingnya menjaga kepuasan konsumen,yang terjadi adalah perkembangan jumlah pengunjung dibandara soekarno hatta yang terus naik diiring juga transportasi lainya yang berbagai macam banyaknya oleh karna itu pentingnya kerati api bandara soekarna hatta menjaga kepuasan konsumen karna kepuasan konsumen dapat menimbulkan beberapa dampak dan juga dapat dijadikan sebagai acuan terkait dengan besarnya pendapatan, dan laba yang akan diterima oleh perusahaan jika perusahan tidak mampu menjaga kepuasan konsumen tidak menutup kemungkinan bahwa pendapatan yang didapatkan juga menurun. Objek penelitian ini adalah konsumen kereta api bandara soekarna hatta, dan jumlah sempel yang ditentukan adalah 220 responden dengan menggunakan metode perhitungan berdasarkan rumus heir yang dikalikan 5. Metode penarikan sampel purposive sampling, metode pengumpulan data menggunakan kusioner, dan analisis data menggunakan Partial Least Square (PLS). Hasil penelitian diketahui bahwa kualitas pelayanan berpengaruh terhadap kepuasan pelanggan, harga berpengaruh terhadap kepuasan pelanggan, promosi berpengaruh terhadap citra merek, dan kepercayaan terhadap kepuasan konsumen. Kata kunci: Kualitas pelayanan, Harga, Promosi, Citra merek, Kepercayaan, dan Kepuasan konsumen

Item Type: Thesis (S2)
Call Number CD: CD/551. 22 021
Call Number: TM/51/22/012
NIM/NIDN Creators: 55118110130
Uncontrolled Keywords: Kualitas pelayanan, Harga, Promosi, Citra merek, Kepercayaan, dan Kepuasan konsumen
Subjects: 300 Social Science/Ilmu-ilmu Sosial > 380 Commerce, Communications, Transportation (Perdagangan, Komunikasi, Transportasi) > 385 Railroad Transportation/Transportasi Kereta Api
300 Social Science/Ilmu-ilmu Sosial > 380 Commerce, Communications, Transportation (Perdagangan, Komunikasi, Transportasi) > 385 Railroad Transportation/Transportasi Kereta Api > 385.2 Activities and Services/Kegiatan dan Layanan
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 > 658.6 Quality Management/Manajemen Kualitas
600 Technology/Teknologi > 650 Management, Public Relations, Business and Auxiliary Service/Manajemen, Hubungan Masyarakat, Bisnis dan Ilmu yang Berkaitan > 658 General Management/Manajemen Umum > 658.8 Marketing, Management of Distribution/Marketing, Manajemen Distribusi
700 Arts/Seni, Seni Rupa, Kesenian > 710 Civic and Lanscape Art/Seni Perkotaan dan Pertamanan > 711 Area Planning/Perencanaan Wilayah Perkotaan dan Pertamanan > 711.7 Plans for Transportation Facilities/Perencanaan untuk Fasilitas Transportasi > 711.75 Railroad Transportation Facilities/Fasilitas Transportasi Kereta Api
Divisions: Pascasarjana > Magister Manajemen
Depositing User: Putra Arsy Anugrah
Date Deposited: 09 Sep 2022 02:56
Last Modified: 09 Sep 2022 02:56
URI: http://repository.mercubuana.ac.id/id/eprint/60300

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