NOVIAWAN, ELVI (2016) PENGARUH KUALITAS PRODUK, KUALITAS PELAYANAN DAN KEPUASAN PELANGGAN TERHADAP KEPUTUSAN PEMBELIAN E-TICKETING TRANSJAKARTA (STUDI KASUS JAKCARDBANK DKI). S2 thesis, Universitas Mercu Buana Jakarta-Menteng.
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Abstract
This study aims to examine and analyze The Effect of Product Quality, Service Quality and Customer Satisfaction Towards Purchase Decision Transjakarta E-Ticketing. The research approach used in this study is a quantitative approach, this type of research is the survey method used is descriptive. The data in this study were collected through questionnaires and interviews. The sampling technique used is the technique of random sampling (random sampling) with the sample are those customers who have used the E-Ticketing transjakarta the number of 100 subscribers. Analysis of the data used in this thesis is a simple linear regression analysis. The results showed the product quality, service quality and customer satisfaction simultaneously positive and significant impact on the purchase decision. This means that the product quality, service quality and customer satisfaction should be considered and enhanced by the company in order to enhance the buying decision. Keywords: Product Quality, Service Quality, Customer Satisfaction, Purchase Decision Penelitian ini bertujuan menguji dan menganalisis Pengaruh Kualitas Produk, Kualitas Pelayanan dan Kepuasan Pelanggan terhadap Keputusan Pembelian E-Ticketing Transjakarta.Pendekatan penelitian yang digunakan dalam penelitian ini adalah pendekatan kuantitatif, jenis penelitiannya adalah survey dengan metode yang digunakan adalah deskriptif. Data dalam penelitian ini dikumpulkan melalui pengisian kuesioner dan wawancara.Teknik sampling yang digunakan adalah teknik sampling random (sampel acak) dengan sampel adalah para pelanggan yang telah menggunakan E-Ticketing Transjakarta dengan jumlah 100 orang pelanggan.Analisis data yang digunakan dalam penulisan tesis ini adalah analisis regresi linier sederhana.Hasil penelitian menunjukan Kualitas produk, Kualitas Pelayanan dan Kepuasan pelanggan secara bersama-sama berpengaruh positif dan signifikan terhadap Keputusan Pembelian. Artinya Kualitas produk, Kualitas Pelayanan dan Kepuasan pelanggan harus lebih diperhatikan dan ditingkatkan oleh pihak perusahaan agar bisa meningkatkan Keputusan Pembelian. Kata kunci : Kualitas Produk, Kualitas Pelayanan, Kepuasan Pelanggan, Keputusan Pembelian
| Item Type: | Thesis (S2) |
|---|---|
| NIM/NIDN Creators: | 55111120043 |
| Uncontrolled Keywords: | Product Quality, Service Quality, Customer Satisfaction, Purchase Decision Kualitas Produk, Kualitas Pelayanan, Kepuasan Pelanggan, Keputusan Pembelian |
| 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: | Maulana Arif Hidayat |
| Date Deposited: | 31 May 2022 08:38 |
| Last Modified: | 31 May 2022 08:38 |
| URI: | http://repository.mercubuana.ac.id/id/eprint/62408 |
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