R, Shelfy Indah (2013) ANALISIS PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN PENYEWA DALAM UPAYA MENINGKATKAN LOYALITAS PENYEWA (Studi kasus : PT. GRAND INDONESIA). S2 thesis, Universitas Mercu Buana Jakarta-Menteng.
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Abstract
The research aims are to analyze influance of Serve Quality toward to Costumer Satisfaction in effort to increase Customer Loyalty. Data was collected through questioner and it was implemented to PT Grand Indonesia Shopping Mall 100 stores at PT Grand Indonesia Shopping Mall. This research sampling technique used explanatory research method and used validity test by product moment and alfa cronbach reliability test. This research also used Path Analysis to verify and to prove research analysis. Analysis result demonstrate that Service Quality has positive significant toward to Customer Satisfaction and increase Customer Loyalty PT Grand Indonesia Shopping Mall. Keyword : Service Quality, Customer Satisfactions, Customer Loyalty Penelitian ini bertujuan untuk menganalisis pengaruh kualitas pelayanan terhadap kepuasan pelanggan dalam rangka meningkatkan loyalitas pelanggan di PT Grand Indonesia Shopping Mall. Pengumpulan data dilakukan melalui penyebaran kuesioner dan dilaksanakan pada 100 toko PT Grand Indonesia Shopping Mall. Teknik sampling yang dipakai adalah metode explanatory research, sedang teknik pengujian data meliputi uji validitas dengan analisis product moment dan uji reliabilitas dengan alfa cronbach. Analisa data dilakukan dengan menggunakan Path Analysis untuk menguji dan membuktikan hasil hipotesis. Hasil analisis menunjukkan bahwa kualitas pelayanan berpengaruh positif terhadap kepuasan pelanggan dalam meningkatkan loyalitas pelanggan PT. Grand Indonesia Shopping Mall. Kata Kunci : kualitas pelayanan, kepuasan pelanggan, loyalitas pelanggan
| Item Type: | Thesis (S2) |
|---|---|
| Call Number CD: | CDT-551-14-200 |
| NIM/NIDN Creators: | 55111120003 |
| Additional Information: | ADA BEBERAPA NIM DALAM CD NO: CDT-551-14-200 (ORYZA/01/11/2022) |
| Uncontrolled Keywords: | Service Quality, Customer Satisfactions, Customer Loyalty, kualitas pelayanan, kepuasan pelanggan, 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: | 10 May 2022 03:34 |
| Last Modified: | 01 Nov 2022 03:13 |
| URI: | http://repository.mercubuana.ac.id/id/eprint/60890 |
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