PRATIKNYO, AGUS (2010) KUALITAS PELAYANAN DAN KEPUTUSAN KONSUMEN UNTUK MEMILIH KEMBALI PERUSAHAAN JASA PEMBIAYAAN KREDIT. S2 thesis, Universitas Mercu Buana Jakarta - Menteng.
|
Text (Cover)
cover luar.pdf Download (456kB) | Preview |
|
|
Text (Abstract)
abstract Inggris.pdf Download (446kB) | Preview |
|
|
Text (Abstrak)
abstrak Indonesia.pdf Download (449kB) | Preview |
|
|
Text (Lembar Pengesahan)
pengesahan.pdf Download (443kB) | Preview |
|
|
Text (Surat Pernyataan)
pernyataan.pdf Download (444kB) | Preview |
|
|
Text (Kata Pengantar)
kata pengantar.pdf Download (451kB) | Preview |
|
|
Text (Daftar Isi)
daftar isi.pdf Download (506kB) | Preview |
|
![[img]](https://repository.mercubuana.ac.id/style/images/fileicons/text.png) |
Text (Bab 2)
bab 1.pdf Restricted to Registered users only Download (461kB) |
|
|
Text (Bab 2)
bab 2.pdf Restricted to Registered users only Download (485kB) |
|
|
Text (Bab 3)
bab 3.pdf Restricted to Registered users only Download (585kB) |
|
|
Text (Bab 4)
bab 4.pdf Restricted to Registered users only Download (526kB) |
|
|
Text (Bab 5)
bab 5.pdf Restricted to Registered users only Download (784kB) |
|
|
Text (Bab 6)
bab 6.pdf Restricted to Registered users only Download (454kB) |
|
|
Text (Daftar Pustaka)
daftar pustaka.pdf Download (447kB) | Preview |
|
|
Text (Lampiran)
lampiran 1.pdf Restricted to Registered users only Download (451kB) |
Abstract
This research issue are how (1) influence of service quality dimension tangibles, reliability, responsiveness, assurance and empathy in partial to consumer decision select service firm of credit finance (2) influence of service quality dimension tangibles, reliability, responsiveness, assurance and empathy in simultant to consumer decision select service firm of credit finance. Research Method that used by research method survey. Population is all man and woman consumers, that have the age up 18 years old. sample research is taken with purposive sampling method, with 100 responders. Data collecting Instrument is compiled in questionnaire that use model Likert scale. Analysis is conducted in level significance 95 %. Research finding are follows: influence of service quality dimension tangibles, reliability, responsiveness, assurance and empathy in partial to consumer decision select service firm of credit finance. This condition are shown by correlation value from each. Dimension of service quality that generally entered category very strong (tangibles= 0,836, reliability= 0,843, responsiveness= 0,842, assurance= 0,731 and empathy= 0,854) and with test result t, where all test statistics prove that t count have level significance below 0,05 that mean existed significant influence between dimension of service quality to consumer decision select service firm of credit finance. Double Correlation dimension of service quality in simultant to consumer decision select service firm of credit finance produces correlation coefficient is R = 0,892. Coefficient determinant is 79,5% variation that happened at consumer decision select service firm of credit finance is contribution by dimension of service quality. Test F is 72,981 > F table = 3,25, so dimension service quality with simultant have an effect on to consumer decision select service firm of credit finance. Conclusion from there research are influence of service quality dimension tangibles, reliability, responsiveness, assurance and empathy in partial and simultant to consumer decision select service firm of credit finance Masalah dalam penelitian ini bagaimanakah (1) pengaruh dimensi kualitas pelayanan bukti langsung (tangibles), keandalan (reliability) daya tanggap (responsiveness), jaminan (assurance) dan empati (empathy) secara parsial terhadap keputusan konsumen memilih perusahaan jasa pembiayaan kredit (2) pengaruh dimensi kualitas pelayanan bukti langsung (tangibles), keandalan (reliability) daya tanggap (responsiveness), jaminan (assurance) dan empati (empathy) secara simultan terhadap keputusan konsumen memilih perusahaan jasa pembiayaan kredit Metode penelitian yang digunakan adalah metode penelitian survey. Populasi penelitian ini adalah semua konsumen pria dan wanita, yang berusia 18 tahun keatas. Sedangkan sampel penelitian diambil dengan metode purposive sampling, yaitu sebesar 100 responden. Instrumen pengumpulan data disusun dalam angket yang menggunakan skala model Likert. Analisis data dilakukan pada taraf signifikansi 95 %. Temuan penelitian adalah sebagai berikut: pengaruh dimensi kualitas pelayanan bukti langsung (tangibles), keandalan (reliability) daya tanggap (responsiveness), jaminan (assurance) dan empati (empathy) secara parsial terhadap keputusan konsumen memilih perusahaan jasa pembiayaan kredit. Hal ini ditunjukkan dengan nilai korelasi dari masing masing dimensi kualitas pelayanan yang umumnya termasuk kategori sangat kuat (bukti langsung (tangibles)= 0,836, keandalan (reliability)= 0,843, daya tanggap (responsiveness)= 0,842, jaminan (assurance)= 0,731 dan empati (empathy)= 0,854) dan dengan hasil uji t, dimana semua statistik uji membuktikan bahwa t hitung memiliki tingkat signifikansi dibawah 0,05 yang berarti terdapat pengaruh yang signifikan antara dimensi kualitas pelayanan terhadap keputusan konsumen memilih perusahaan jasa pembiayaan kredit Korelasi ganda dimensi kualitas pelayanan secara simultan terhadap keputusan konsumen memilih perusahaan jasa pembiayaan kredit menghasilkan koefisien korelasi sebesar R = 0,892. Koefisien determinasi sebesar 79,5% variasi yang terjadi pada keputusan konsumen memilih perusahaan jasa pembiayaan kredit diberikan/dikontribusikan oleh dimensi kualitas pelayanan. Uji F menghasilkan Fhitung sebesar 72,981 > Ft = 3,25, sehingga dimensi kualitas pelayanan kerja secara serentak (simultan) berpengaruh terhadap keputusan konsumen memilih perusahaan jasa pembiayaan kredit. Kesimpulan dari penelitian ini adalah terdapat pengaruh dimensi kualitas pelayanan bukti langsung (tangibles), keandalan (reliability) daya tanggap (responsiveness), jaminan (assurance) dan empati (empathy) secara parsial dan simultan terhadap keputusan konsumen memilih perusahaan jasa pembiayaan kredit
| Item Type: | Thesis (S2) |
|---|---|
| Call Number CD: | CDT-551-10-128 |
| NIM/NIDN Creators: | 55107120094 |
| Uncontrolled Keywords: | MPS, MANAJEMEN PEMASARAN |
| 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: | MELATI CAHYA FITRIANI |
| Date Deposited: | 08 Jun 2022 06:56 |
| Last Modified: | 14 Jul 2022 02:43 |
| URI: | http://repository.mercubuana.ac.id/id/eprint/62890 |
Actions (login required)
 |
View Item |
