Achir, Ricky (2013) PENGARUH KUALITAS PRODUK DAN KUALITAS PELAYANAN TERHADAP LOYALITAS PELANGGAN PADA TOKO PERTAMA SPORT. S2 thesis, Universitas Mercu Buana Jakarta-Menteng.
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Abstract
This research was conducted or aimed to see whether quality of product and quality of service in together has any impact or influences on customer satisfaction on product “BlackBox” on Pertama Sport ITC Tanah Abang Jakarta Pusat Population research were a company who has used a product of "Black Box " by the method of survey through 100 respondents and this research also used the nature of explanation and Explanatory Research is presented, explaining the nature and circumstances that are happening at the time of the study progresses and search for causes of events. The results of the data processed with SPSS 18. The results or the effect quality of product and quality of service both partial and together have an influence on customer loyalty. In order to improve customer satisfaction, companies are advised to enhance product features, increased responsiveness, and implementing employee complaints and suggestions system or customer satisfaction surveys to obtain customer loyalty. Key words: Quality of Product, Quality of Service and Customer Loyalty Penelitian ini bertujuan untuk menganalisis pengaruh kualitas produk dan kualitas pelayanan berpengaruh secara bersama sama terhadap loyalitas pelanggan pada pelanggan di Toko Pertama Sport ITC Tanah Abang di Jakarta. Populasi penelitian adalah seluruh perusahaan penggunakan produk “BlackBox” dengan metode survey terhadap 100 responden dan sifat penelitian Explanatory Research yaitu penjelasan dan memaparkan, menjelaskan sifat dan keadaan yang sedang terjadi pada saat penelitian berlangsung dan mencari sebab sebab kejadian. Hasil data diolah dengan SPSS 18. Hasil penelitian terdapat pengaruh kualitas produk dan kualitas pelayanan baik secara partial dan secara bersama-sama memiliki pengaruh terhadap kepuasan pelanggan Untuk dapat meningkatkan kepuasan pelanggan, perusahaan disarankan dapat meningkatkan feature produk, meningkatkan responsiveness karyawan dan menerapkan sistem keluhan dan saran atau survey kepuasan pelanggan untuk mendapatkan loyalitas pelanggan Kata kunci : Kualitas Produk, Kualitas Pelayanan dan Loyalitas Pelanggan
| Item Type: | Thesis (S2) |
|---|---|
| Call Number CD: | CDT-551-13-019 |
| Call Number: | TM/51/13/194 |
| NIM/NIDN Creators: | 55110120043 |
| Uncontrolled Keywords: | kualitas produk, kualitas pelayanan dan loyalitas pelanggan, MPS, Manajemen Pemasaran |
| 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: | Pascasarjana > Magister Manajemen |
| Depositing User: | Admin Perpus UMB |
| Date Deposited: | 11 Feb 2014 11:22 |
| Last Modified: | 09 Jul 2022 06:44 |
| URI: | http://repository.mercubuana.ac.id/id/eprint/15164 |
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