ANALISIS PENGARUH KEPERCAYAAN, FASILITAS DAN KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN (Studi Kasus pada Konsumen PT Finansia Multi Finance Cabang Kota Tangerang)

AGUSTINANDA, JARLEST ANDINI (2020) ANALISIS PENGARUH KEPERCAYAAN, FASILITAS DAN KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN (Studi Kasus pada Konsumen PT Finansia Multi Finance Cabang Kota Tangerang). S1 thesis, Universitas Mercu Buana.

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Abstract

This study aims to analyze the effect of trust, facilities, service quality on customer satisfaction. The population in this study were 145 respondents of PT. Finansia Multi Finance Tangerang City Branch, calculated based on the Slovin formula. The sampling method uses purposive sampling, the data collection method uses the survey method, with the research instrument being a questionnaire. Data analysis method uses Partial Least Square. This research proves that trust has a positive and significant effect on customer satisfaction. Facilities a positive and significant effect on customer satisfaction. Quality of service has a negative and not significant effect on customer satisfaction. Keywords: Trust, Facilities, Service Quality, Customer Satisfaction. Penelitian ini bertujuan untuk menganalisis pengaruh kepercayaan, fasilitas, kualitas pelayanan terhadap kepuasan pelanggan. Populasi dalam penelitian ini adalah 145 responden PT. Finansia Multi Finance Cabang Kota Tangerang, dihitung berdasarkan purposive sampling. Metode penarikan sampel menggunakan Survey Mongkey, metode pengumpulan data menggunakan metode survei, dengan instrumen penelitian adalah kuesioner. Metode analisis data menggunakan Partial Least Square. Penelitian ini membuktikan bahwa kepercayaan berpengaruh positif dan signifikan terhadap kepuasan pelanggan. Fasilitas berpengaruh positif dan signifikan terhadap kepuasan pelanggan. Kualitas pelayanan berpengaruh negatif dan tidak signifikan terhadap kepuasan pelanggan. Kata Kunci : Kepercayaan, Fasilitas, Kualitas Pelayanan, Kepuasan Pelanggan.

Item Type: Thesis (S1)
Call Number CD: FE/MJ. 20 369
NIM/NIDN Creators: 43115110117
Uncontrolled Keywords: Kepercayaan, Fasilitas, Kualitas Pelayanan, Kepuasan Pelanggan.
Subjects: 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
800 Literatures/Kesusastraan > 800. Literatures/Kesusastraan > 801 Philosophy and Theory of Literatures/Filsafat dan Teori Kesusastraan > 801.3 Value, Influence, Effect/Nilai, Pengaruh, Efek
Divisions: Fakultas Ekonomi dan Bisnis > Manajemen
Depositing User: Dede Muksin Lubis
Date Deposited: 31 May 2022 06:27
Last Modified: 30 Jun 2022 02:07
URI: http://repository.mercubuana.ac.id/id/eprint/62370

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