PENGARUH LAYANAN PURNA JUAL, CITRA PERUSAHAAN, DAN KUALITAS PRODUK TERHADAP LOYALITAS PELANGGAN (Studi Pada Wika Solar Water Heater)

KHAIR, ABDUL HAKIM (2023) PENGARUH LAYANAN PURNA JUAL, CITRA PERUSAHAAN, DAN KUALITAS PRODUK TERHADAP LOYALITAS PELANGGAN (Studi Pada Wika Solar Water Heater). S1 thesis, Universitas Mercu Buana Jakarta.

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Abstract

This study aims to analyze the effect of after-sales service, corporate image, and product quality on customer loyalty (study of Wika Solar Water Heater). The population in this study were customers of PT. Tekindo Utama for 1 year. The sample in this study 175 samples with purposive sampling. The method of analysis is done through Partial Least Square version 3.0. The results showed that after- sales service had a positive and significant effect on customer loyalty, company image had a positive and significant effect on customer loyalty, and product quality had a positive and significant effect on customer loyalty. Suggestions put forward in this study so that Wika can improve the response speed of officers when receiving consumer requests for after-sales service. Keyword: Customer Loyalty, After Sales Service, Company Image, Product Quality Penelitian ini bertujuan untuk menganalisis pengaruh layanan purna jual, citra perusahaan, dan kualitas produk terhadap loyalitas pelanggan (studi pada Wika Solar Water Heater). Populasi pada penelitian ini adalah pelanggan PT. Tekindo Utama selama 1 Tahun. Adapun sampel pada penelitian ini sebanyak 175 sampel dengan metode purposive sampling. Metode analisis dilakukan melalui Partial Least Square versi 3.0. Hasil penelitian menunjukkan bahwa layanan purna jual berpengaruh positif dan signifikan terhadap loyalitas pelanggan, citra perusahaan berpengaruh positif signifikan terhadap loyalitas pelanggan, dan kualitas produk berpengaruh positif dan signifikan terhadap loyalitas pelanggan. Saran yang diajukan pada penelitian ini agar Wika mampu meningkatkan kecepatan respon petugas ketika menerima permintaan konsumen untuk melakukan layanan purna jual. Kata Kunci: Loyalitas Pelanggan, Layanan Purna Jual, Citra Perusahaan, Kualitas Produk

Item Type: Thesis (S1)
Call Number CD: FE/MJ. 23 357
NIM/NIDN Creators: 43117110318
Uncontrolled Keywords: Loyalitas Pelanggan, Layanan Purna Jual, Citra Perusahaan, Kualitas Produk
Subjects: 600 Technology/Teknologi > 650 Management, Public Relations, Business and Auxiliary Service/Manajemen, Hubungan Masyarakat, Bisnis dan Ilmu yang Berkaitan
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: 13 Nov 2023 04:16
Last Modified: 13 Nov 2023 04:16
URI: http://repository.mercubuana.ac.id/id/eprint/84162

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