ANALISA PENGARUH KUALITAS PELAYANAN, CITRA MEREK DAN KEPERCAYAAN TERHADAP KEPUASAN PELANGGAN (Studi Kasus Pada PT Adira Dinamika Multi Finance Tbk Cabang Ciledug)

NINGSIH, NUR PRITHA (2022) ANALISA PENGARUH KUALITAS PELAYANAN, CITRA MEREK DAN KEPERCAYAAN TERHADAP KEPUASAN PELANGGAN (Studi Kasus Pada PT Adira Dinamika Multi Finance Tbk Cabang Ciledug). S1 thesis, Universitas Mercu Buana Jakarta.

[img]
Preview
 Text (HAL COVER)
01 Cover.pdf
Download (291kB) | Preview
[img]
Preview
 Text (ABSTRAK)
02 Abstrak.pdf
Download (21kB) | Preview
[img] Text (BAB I)
03 BAB I.pdf
Restricted to Registered users only
Download (314kB)
[img] Text (BAB II)
04 BAB II.pdf
Restricted to Registered users only
Download (567kB)
[img] Text (BAB III)
05 BAB III.pdf
Restricted to Registered users only
Download (402kB)
[img] Text (BAB IV)
06 BAB IV.pdf
Restricted to Registered users only
Download (764kB)
[img] Text (BAB V)
07 BAB V.pdf
Restricted to Registered users only
Download (330kB)
[img] Text (DAFTAR PUSTAKA)
08 Daftar Pustaka.pdf
Restricted to Registered users only
Download (258kB)
[img] Text (LAMPIRAN)
09 Lampiran.pdf
Restricted to Registered users only
Download (571kB)

Abstract

This research was conducted to determine the influence of service quality, brand image and trust on customer satisfaction at PT Adira Dinamika Multi Finance Tbk Ciledug Branch. The independent variables obtained from the results of the preliminary survey are service quality, brand image, and trust. Meanwhile, the dependent variable obtained is customer satisfaction. The population used is customers of PT Adira Dinamika Multi Finance Tbk Ciledug Branch. The samples used in this study were 225 people taken using the Non probability Sampling technique. Using a quantitative approach, this study shows that service quality, brand image, trust have a positive and significant effect on customer satisfaction at PT Adira Dinamika Multi Finance Tbk Ciledug Branch. Keywords : Service quality, brand image, trust, customer satisfaction. Penelitian ini dilakukan untuk mengetahui pengaruh kualitas pelayanan, citra merek dan kepercayaan terhadap kepuasan pelanggan pada PT Adira Dinamika Multi Finance Tbk Cabang Ciledug. Variabel independen yang didapatkan dari hasil survei pendahuluan adalah kualitas pelayanan, citra merek, dan kepercayaan. Sedangkan variabel dependen yang didapatkan adalah kepuasan pelanggan. Populasi yang digunakan adalah nasabah PT Adira Dinamika Multi Finance Tbk Cabang Ciledug. Sampel yang digunakan dalam penelitian ini adalah sebanyak 225 orang yang diambil dengan menggunakan teknik Non probability Sampling. Dengan menggunakan pendekatan kuantitatif, penelitian ini menunjukan bahwa kualitas pelayanan, citra merek, kepercayaan berpengaruh positif dan signifikan terhadap kepuasan pelanggan pada PT Adira Dinamika Multi Finance Tbk Cabang Ciledug. Kata kunci : Kualitas pelayanan, citra merek, kepercayaan, kepuasan pelanggan.

Item Type: Thesis (S1)
Call Number CD: FE/MJ. 22 251
Call Number: SE/31/22/164
NIM/NIDN Creators: 43117110245
Uncontrolled Keywords: Kualitas pelayanan, citra merek, kepercayaan, kepuasan 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
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
Divisions: Fakultas Ekonomi dan Bisnis > Manajemen
Depositing User: ADELINA HASNA SETIAWATI
Date Deposited: 26 Nov 2022 03:00
Last Modified: 26 Nov 2022 03:00
URI: http://repository.mercubuana.ac.id/id/eprint/71952

Actions (login required)

View Item View Item
UMB Repository is powered by EPrints 3 which is developed by the School of Electronics and Computer Science at the University of Southampton. More information and software credits.