achir, Jefri (2008) Analisis pengaruh kualitas produk dam pelayanan terhadap retensi pelanggan pada perkasa collection jakarta. S2 thesis, Universitas Mercu Buana Jakarta-Menteng.
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Abstract
Final report entitles service and product quality influence analysis to retention of customer at Perkasa Collection Jakarta. According to service and product quality influence writer very big to customer retention. Pursuant to result survey of customer service and product quality given by a company very big influence customer retention. Writer use method statistic analyzes doubled coefficient regression and factor to test hypothesis. Result of analysis test statistic of data of quality of product and service to retention of customer expressing of strong influence. influence of Quality of product and service together of equal to retention of customer test ANOVA or F test, got F count is 86.204 with storey; level of significant 0.000 because of probabilities of smaller than 0.05, hence model regression can be wearied for determining of customer retention. Thereby Is Ha accepted expressing there is influence which significant of between variable of quality of product and service of with is of equal to customer retention. Laporan akhir berjudul analisis pengaruh kualitas produk dan pelayanan terhadap retensi pelanggan pada Perkasa Collection Jakarta. Menurut penulis pengaruh kualitas produk dan pelayanan sangat besar terhadap retensi pelanggan. Berdasarkan hasil survey pelanggan kualitas produk dan pelayanan yang diberikan perusahaan sangat besar mempengaruhi retensi pelanggan. Penulis menggunakan metode statistik analisis faktor dan koefisien regresi berganda untuk uji hipotesis. Hasil analisis uji statistik data kualitas produk dan pelayanan terhadap retensi pelanggan menunjukan pengaruh yang kuat. Pengaruh kualitas produk dan pelayanan secara bersama - sama terhadap retensi pelanggan uji anova atau F test, didapat F hitung adalah 86.204 dengan tingkat signifikan 0.000 oleh karena probalilitas lebih kecil dari 0.05, maka model regresi bisa dipakai untuk memprediksi retensi pelanggan. Dengan demikian Ha diterima yang menyatakan ada pengaruh yang signifikan antara variabel kualitas produk dan pelayanan Bersama - sama terhadap retensi pelanggan.
| Item Type: | Thesis (S2) |
|---|---|
| Call Number CD: | CDT-551-07-145 |
| Call Number: | TE/07/114 ACH a |
| NIM/NIDN Creators: | 5510412-115 |
| Uncontrolled Keywords: | KUALITAS PRODUK, 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: | 13 May 2008 14:16 |
| Last Modified: | 25 Jul 2022 03:42 |
| URI: | http://repository.mercubuana.ac.id/id/eprint/38125 |
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