FERDIANITA, DINA (2017) ANALISIS PERAN MEDIASI KEPERCAYAAN PELANGGAN DALAM MEMBANGUN LOYALITAS PADA PELANGGAN PT. GENECRAFT LABS. S2 thesis, Universitas Mercu Buana Jakarta.
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Abstract
The aim of this study is to examine and analyze the influence of price perception, service quality, product quality, brand image and personal selling to customer loyalty through customer trust. Research conducted at PT. GeneCraft Labs as an official distributor of Qiagen products in Indonesia. The population taken is industry, reseller, government or non profit organization that purchase Qiagen product in PT.GeneCraft Labs throughout 2013 until 2015. The sampling method is using census with the number of sample 186, the questionnaire can be used as much as 168. Structural Equation Model (SEM) is used to analyze the relationship between through customer trust, while customer trust and price perception also have direct Keywords: Price Perception, Service Quality, Product Quality, Brand Image, Personal Selling, Trust, Customer Loyalty Penelitian ini bertujuan untuk menguji dan menganalisis pengaruh persepsi harga, kualitas pelayanan, kualitas produk, citra merek, personal selling terhadap loyalitas pelanggan melalui kepercayaan pelanggan. Penelitian dilakukan di PT. GeneCraft Labs sebagai distributor resmi produk Qiagen yang ada di Indonesia. Populasi yang diambil adalah industri, reseller, pemerintahan ataupun organisasi non profit yang melakukan pembelian product Qiagen di PT.GeneCraft Labs sepanjang tahun 2013 sampai dengan tahun 2015. Metode pengambilan sampel adalah menggunakan sensus dengan jumlah sampel 186, kuisioner yang bisa digunakan sebanyak 168. Structural Equation Model (SEM) digunakan untuk menganalisa hubungan antara variabel kepercayaan pelanggan, sedangkan kepercayaan pelanggan dan persepsi harga juga Kata Kunci: Persepsi Harga, Kualitas Pelayanan, Kualitas Produk, Citra Merek, ! exogen dan variabel endogen. Hasil dari penelitian ini adalah persepsi harga, kualitas pelayanan dan personal selling berpengaruh terhadap loyalitas pelanggan melalui berpengaruh langsung terhadap loyalitas pelanggan.
| Item Type: | Thesis (S2) |
|---|---|
| Call Number CD: | CD/551. 17 083 |
| Call Number: | TM/51/17/091 |
| NIM/NIDN Creators: | 55114120006 |
| Uncontrolled Keywords: | Persepsi Harga, Kualitas Pelayanan, Kualitas Produk, Citra Merek |
| 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 > 658.3 Personnel Management/Manajemen Personalia, Manajemen Sumber Daya Manusia, Manajemen SDM 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: | khalimah |
| Date Deposited: | 28 Dec 2023 09:00 |
| Last Modified: | 28 Dec 2023 09:00 |
| URI: | http://repository.mercubuana.ac.id/id/eprint/84989 |
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