SUTRISNO, RENDI (2021) ANALISIS PERSEPSI HARGA, KUALITAS PELAYANAN, DAN HUBUNGAN PEMASARAN TERHADAP KEPUASAN PELANGGAN SERTA IMPLIKASINYA TERHADAP MINAT MELAKUKAN SERTIFIKASI ULANG DENGAN PT UKS. S2 thesis, Universitas Mercu Buana Jakarta.
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Abstract
This study aims to provide empirical evidence regarding the influence of Price Perception, Service Quality and Marketing Relations on Customer Satisfaction and the Implications for Re-certification Intention (Case Study at PT UKS). This study uses the SEM (Structural Equation Modeling) method analysis and is operated using the AMOS 24.0 application. This study uses primary data in the form of a questionnaire and is distributed to 225 (two hundred and twenty five) companies that are customers of PT UKS. Based on the results of the analysis, it is known that all independent variables have effect on the dependent variable. In this case, the price perception and service quality have a significant influence on the decision of the customer to re-certify at PT UKS. Meanwhile, marketing relations indirectly through customer satisfaction has a significant influence on the decision of the customer to re-certify at PT UKS. Keywords: Price Perception, Service Quality, Marketing Relations, Customer Satisfaction, Repurchase / Recertification Intention. Penelitian ini bertujuan untuk memberikan bukti empiris mengenai ada dan tidaknya pengaruh Persepsi Harga, Kualitas Pelayanan dan Hubungan Pemasaran terhadap Kepuasan Pelanggan serta Implikasinya terhadap Minat Melakukan Sertifikasi Ulang (Studi Kasus di PT UKS). Penelitian ini menggunakan metode analisis data SEM (Structural Equation Modeling) dan dioperasikan menggunakan aplikasi AMOS 24.0. Penelitian ini menggunakan data primer berupa kuesioner dan dibagikan kepada 225 (dua ratus dua puluh lima) perusahaan yang merupakan pelanggan PT UKS. Berdasarakan hasil analisis diketahui bahwa semua variable independen berpengaruh terhadap variable dependen. Dalam hal ini persepsi harga dan kualitas pelayanan memiliki pengaruh yang signifikan terhadap keputusan melakukan sertifikasi ulang di PT UKS. Sedangkan hubungan pemasaran secara tidak langsung melalui kepuasan pelanggan memiliki pengaruh yang signifikan terhadap keputusan melakukan sertifikasi ulang di PT UKS. Kata kunci: Persepsi Harga, Kualitas Pelayanan, Hubungan Pemasaran, Kepuasan Pelanggan, Minat Melakukan Sertifikasi Ulang
| Item Type: | Thesis (S2) |
|---|---|
| NIM/NIDN Creators: | 55118320013 |
| Uncontrolled Keywords: | Persepsi Harga, Kualitas Pelayanan, Hubungan Pemasaran, Kepuasan Pelanggan, Minat Melakukan Sertifikasi Ulang |
| Subjects: | 100 Philosophy and Psychology/Filsafat dan Psikologi > 150 Psychology/Psikologi > 154 Subconscious and Altered States and Process/Psikologi Bawah Sadar > 154.6 Sleep Phenomena/Fenomena Tidur > 154.63 Dreams/Mimpi > 154.634 Analysis/Analisis 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 |
| Divisions: | Pascasarjana > Magister Manajemen |
| Depositing User: | CALVIN PRASETYO |
| Date Deposited: | 10 Jul 2023 01:38 |
| Last Modified: | 10 Jul 2023 01:38 |
| URI: | http://repository.mercubuana.ac.id/id/eprint/78870 |
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