PENGARUH KUALITAS PELAYANAN, HARGA, DAN PROMOSI TERHADAP KEPUASAAN PELANGGAN KARTU TELKOMSEL (Studi Pada Mahasiswa di DKI Jakarta)

HAMI, MARCELLUS KANDI PURNAMA (2024) PENGARUH KUALITAS PELAYANAN, HARGA, DAN PROMOSI TERHADAP KEPUASAAN PELANGGAN KARTU TELKOMSEL (Studi Pada Mahasiswa di DKI Jakarta). S1 thesis, Universitas Mercu Buana Jakarta.

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Abstract

This research aims to test and analyze the influence of service quality, price, promotions and Telkomsel card customer satisfaction. This research has a problem where Telkomsel experiences an increase and decrease in customers among its competitors. calculated based on the Slovin formula. The research methodology used is quantitative research using survey methods. This research is a type of causal research. This research instrument uses a questionnaire. The sampling technique uses non-probability techniques with the Purposive Sampling method. The data analysis method used in this research is the SmartPLS application version 3.0. The results of this research prove that service quality has a significant positive effect on customer satisfaction, price has a significant positive effect on customer satisfaction, and promotion has a significant positive effect on customer satisfaction. Keywords: Service Quality, Price, Promotion and Customer Satisfaction Penelitian ini bertujuan untuk menguji dan menganalisis pengaruh kualitas pelayanan, harga, promosi, dan terhadap kepuasan pelanggan kartu telkomsel. Penelitian ini memiliki permasalahan dimana telkomsel mengalami peningkatan dan penurunan pelanggan diantara para pesaingnya. Metodologi penelitian yang digunakan adalah penelitian kuantitatif dengan menggunakan metode survei. Penelitian ini merupakan jenis penelitian kausal. Instrumen penelitian ini menggunakan kuesioner. Teknik pengambilan sampel menggunakan Teknik non probability dengan metode Purposive Sampling. Metode analisis data yang digunakan dalam penelitian ini dengan aplikasi SmartPLS versi 3.0. Hasil penelitian ini membuktikan bahwa kualitas pelayanan berpengaruh positif signifikan terhadap kepuasan pelanggan, harga berpengaruh positif signifikan terhadap kepuasan pelanggan, dan promosi berpengaruh potisif signifikan terhadap kepuasan pelanggan. Kata Kunci: Kualitas Pelayanan, Harga, Promosi dan Kepuasan pelanggan

Item Type: Thesis (S1)
Call Number CD: FE/MJ. 24 246
Call Number: SE/31/24/185
NIM/NIDN Creators: 43119010274
Uncontrolled Keywords: Kualitas Pelayanan, Harga, Promosi dan Kepuasan pelanggan
Subjects: 300 Social Science/Ilmu-ilmu Sosial > 380 Commerce, Communications, Transportation (Perdagangan, Komunikasi, Transportasi) > 381 Commerce, Trade/Perdagangan > 381.1 Retail Trade/Perdagangan Ritail, Pasar
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: Fakultas Ekonomi dan Bisnis > Manajemen
Depositing User: khalimah
Date Deposited: 06 Aug 2024 07:38
Last Modified: 06 Aug 2024 07:38
URI: http://repository.mercubuana.ac.id/id/eprint/90046

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