ANALISIS PENGARUH HARGA, LOKASI DAN KUALITAS LAYANAN TERHADAP KEPUASAN DAN IMPLIKASINYA TERHADAP LOYALITAS PELANGGAN PADA RITEL GIANT HIPERMARKET (STUDI KASUS: GIANT EKSTRA GATOT SUBROTO, TANGERANG)

DYSANS, BOB (2015) ANALISIS PENGARUH HARGA, LOKASI DAN KUALITAS LAYANAN TERHADAP KEPUASAN DAN IMPLIKASINYA TERHADAP LOYALITAS PELANGGAN PADA RITEL GIANT HIPERMARKET (STUDI KASUS: GIANT EKSTRA GATOT SUBROTO, TANGERANG). S2 thesis, Universitas Mercu Buana Jakarta-Menteng.

Preview	Text (Cover) Hal Cover.pdf Download (364kB) | Preview
Preview	Text (Abstrak) Abstrak.pdf Download (62kB) | Preview
	Text (Bab 1) Bab 1.pdf Restricted to Registered users only Download (113kB)
	Text (Bab 2) Bab 2.pdf Restricted to Registered users only Download (133kB)
	Text (Bab 3) Bab 3.pdf Restricted to Registered users only Download (157kB)
	Text (Bab 4) Bab 4.pdf Restricted to Registered users only Download (166kB)
	Text (Bab 5) Bab 5.pdf Restricted to Registered users only Download (309kB)
	Text (Bab 6) Bab 6.pdf Restricted to Registered users only Download (64kB)
	Text (Daftar Pustaka) Hal Daftar Pustaka dan Lampiran.pdf Restricted to Registered users only Download (461kB)

Abstract

Increasingly modern retailing lead to competition among modern retail and enables customers to choose the preferred retail and fits with his wishes. Customers can easily change the modern retail visited, or remain loyal to a retail because it was comfortable. This study aims to examine and analyze the effect of price, location and service quality of satisfaction and the implication to customer loyalty at Giant Ekstra Gatot Subroto Tangerang. Sales report starting from March 2014 until February 2015. Tabulation data was taken from customer questionnaire from March 2015 until June 2015. Purposive sampling was use as sampling method taken by population of all Giant Ekstra Gatot Subroto consumers, as many as 14,743 people. By using Slovin formula, samples were obtained as many as 155 respondents. Structural Equation Model (SEM) used for method of analysis study. The result showed partially, that price had been positive significant effect on satisfaction costumer, location factor had been positive significant effect on satisfaction customer as well and service quality had been positive significant effect on customer satisfaction. Satisfaction customer had been positive significant effect on customer loyalty. Service quality is the biggest significant variable in influencing Giant Ekstra Gatot Subroto customer satisfaction. Keywords : Price, Location, Service Quality, Satisfaction, Loyalty Semakin maraknya ritel modern tentu saja menimbulkan persaingan sesama ritel modern tersebut dan memudahkan pelanggan untuk memilih ritel yang disukai dan cocok dengan keinginannya. Pelanggan dengan mudah bisa berganti ritel modern yang dikunjungi, atau tetap loyal dengan satu ritel karena sudah merasa cocok. Penelitian ini bertujuan untuk menguji dan menganalisis pengaruh Harga, Lokasi dan Kualitas Layanan terhadap Kepuasan dan implikasinya terhadap Loyalitas Pelanggan di Giant Hipermarket khususnya Giant Ekstra Gatot Subroto, Tangerang. Data awal penelitian merupakan data penjualan Giant dari Maret 2014 hingga Februari 2015. Pengolahan data diperoleh dari kuesioner pelanggan di Giant Ekstra Gatot Subroto, Tangerang (March – Juni 2015). Metode sampling yang digunakan adalah purposive sampling dari populasi seluruh pelanggan Giant Ekstra Gatot Subroto yang memenuhi kriteria sebagai sampel, populasi Giant sebanyak 14.743 orang. Perhitungan sampel dengan menggunakan rumus slovin, didapat jumlah sampel sejumlah 155 responden. Metode analisis yang digunakan dalam penelitian ini adalah Structural Equation Model (SEM). Hasil Penelitian menunjukan bahwa secara parsial, faktor Harga berpengaruh positif dan signifikan terhadap Kepuasan pelanggan, faktor Lokasi berpengaruh positif dan signifikan terhadap Kepuasan pelanggan, faktor Kualitas Layanan berpengaruh positif dan signifikan terhadap Kepuasan pelanggan. Kepuasan pelanggan berpengaruh positif dan signifikan terhadap Loyalitas pelanggan. Kualitas layanan merupakan variabel yang paling kuat pengaruhnya terhadap kepuasan pelanggan di Giant Ekstra Gatot Subroto, Tangerang. Kata kunci : Harga, Lokasi, Kualitas Layanan, Kepuasan, Loyalitas

Actions (login required)

View Item