PENGARUH HARGA DAN KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN SERTA DAMPAKNYA TERHADAP LOYALITAS PELANGGAN GRABBIKE (Studi Kasus di Wilayah DKI Jakarta)

RESKIANSYAH, REINALDY (2023) PENGARUH HARGA DAN KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN SERTA DAMPAKNYA TERHADAP LOYALITAS PELANGGAN GRABBIKE (Studi Kasus di Wilayah DKI Jakarta). S1 thesis, Universitas Mercu Buana Jakarta.

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Abstract

This study aims to analyze the effect of price, service quality, on customer satisfaction and customer loyalty of GrabBike in DKI Jakarta. The population in this research are consumers who use GrabBike services more than once in the DKI Jakarta area. The sample used in this research amounted to 160 respondents. Methods of data collection using survey methods with research instruments using questionnaires, methods of data analysis using Partial Least Square. This research proves that price has a significant effect on customer satisfaction, service quality has a significant effect on customer satisfaction, service quality has a significant effect on customer loyalty, customer satisfaction has a significant effect on customer loyalty. Keywords: Price, Service Quality, Customer Satisfaction, Customer Loyalty. Penelitian ini bertujuan untuk menganalisis pengaruh harga, kualitas pelayanan, terhadap kepuasan pelanggan, dan loyalitas pelanggan GrabBike di DKI Jakarta. Populasi dalam penelitian ini adalah konsumen yang menggunakankan jasa GrabBike lebih dari sekali di wilayah DKI Jakarta. Sampel yang digunakan dalam penelitian ini berjumlah 160 responden. Metode pengumpulan data menggunakan metode survey dengan instrument penelitian menggunakan kuesioner, metode analisis data menggunakan Partial Least Square. Penelitian ini membuktikan bahwa harga berpengaruh signifikan terhadap kepuasan pelanggan, kualitas pelayanan berpengaruh signifikan terhadap kepuasan pelanggan, kualitas pelayanan berpengaruh signifikan terhadap loyalitas pelanggan, kepuasan pelanggan berpengaruh signifikan terhadap loyalitas pelanggan. Kata Kunci: Harga, Kualitas Pelayanan, Kepuasan Pelanggan, Loyalitas Pelanggan.

Item Type:	Thesis (S1)
Call Number CD:	FE/MJ. 23 002
Call Number:	SE/31/23/138
NIM/NIDN Creators:	43115020004
Uncontrolled Keywords:	Harga, 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 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:	27 Mar 2023 08:58
Last Modified:	29 Mar 2023 08:27
URI:	http://repository.mercubuana.ac.id/id/eprint/75533

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