Amalia, Rahma (2024) PENGARUH KUALITAS PELAYANAN, PERSEPSI HARGA DAN KEPUASAN PELANGGAN TERHADAP LOYALITAS PELANGGAN (Studi Pada Minimarket Indomaret Kelurahan Ancol, Jakarta Utara). S1 thesis, Universitas Mercu Buana - Menteng.
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Abstract
Penelitian ini bertujuan untuk menganalisis Pengaruh Kualitas Pelayanan, Persepsi Harga dan Kepuasan Pelanggan Terhadap Loyalitas Pelanggan Pada Minimarket Indomaret Kelurahan Ancol. Populasi dalam penelitian ini adalah konsumen yang berbelanja di Indomaret lebih dari sekali di wilayah Kelurahan Ancol, Jakarta Utara. Sampel yang digunakan dalam penelitian ini berjumlah 122 responden. Metode pengumpulan data menggunakan metode survey dengan instrument penelitian menggunakan kuesioner, metode analisis data menggunakan Partial Least Square. Penelitian ini membuktikan bahwa Kualitas Pelayanan berpengaruh positif signifikan terhadap loyalitas pelanggan, Kualitas pelayanan berpengaruh postif dan signifikan terhadap kepuasan pelanggan, kualitas pelayanan berpengaruh negatif tidak signifikan terhadap loyalitas pelanggan, persepsi harga berpengaruh positif signifikan terhadap kepuasan pelanggan dan Persepsi Harga berpengaruh negatif tidak signifikan terhadap loyalitas pelanggan. This study aims to influence the effect of service quality, price perception and customer satisfaction on customer loyalty at the Indomaret Minimarket, Ancol Village. The population in this study are consumers who shop at Indomaret more than once in the Ancol Village area, North Jakarta. The sample used in this study amounted to 122 respondents. Methods of data collection using survey methods with research instruments using questionnaires, data analysis methods using Partial Least Square. This study proves that Service Quality has a significant positive effect on customer loyalty, Service quality has a positive and significant effect on customer satisfaction, Service quality has a non-significant negative effect on customer loyalty, Price perception has a significant positive effect on customer satisfaction and Price Perception has a non-significant negative effect on loyalty customer.
| Item Type: | Thesis (S1) |
|---|---|
| NIM/NIDN Creators: | 43119110044 |
| Uncontrolled Keywords: | Kualitas Pelayanan, Persepsi Harga, Kepuasan Pelanggan, Loyalitas Pelanggan. Service Quality, Perceived Price, Customer Satisfaction, Customer Loyalty. |
| 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 |
| Divisions: | Fakultas Ekonomi dan Bisnis > Manajemen |
| Depositing User: | WIDYA AYU PUSPITA NINGRUM |
| Date Deposited: | 26 Jan 2024 03:25 |
| Last Modified: | 26 Jan 2024 03:25 |
| URI: | http://repository.mercubuana.ac.id/id/eprint/85585 |
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