PENGARUH KUALITAS PELAYANAN, HARGA, DAN PROMOSI TERHADAP KEPUASAN PELANGGAN PENGGUNA JASA LEGAL DOKUMEN (Pt Wibawa Sukses Internasional)

UTOMO, ERDIANTO YOGO (2017) PENGARUH KUALITAS PELAYANAN, HARGA, DAN PROMOSI TERHADAP KEPUASAN PELANGGAN PENGGUNA JASA LEGAL DOKUMEN (Pt Wibawa Sukses Internasional). S1 thesis, Universitas Mercu Buana.

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Abstract

The purpose of this study is to determine the effect of service quality, price, and promotion to customer satisfaction. This study takes place in PT Wibawa Sukses International, Surabaya - East Java. The sample consisted of 110 respondents who use legal documents services. The sampling technique in this research is Convenience Sampling. To test the validity, reliability , and hypothesis testing using Structural Equation Modelling ( SEM ) with LISREL 8.80. The results of analysis using causal analysis method shows that of 3 hypotheses contained in the study hypothesized that there are 2 not significant effect and 1 hypothesis that positive significant effect. The hypothesis that has no effect is: Service Quality to Customer Satisfaction and Promotion to Customer Satisfaction. While the hypothesis that positive significant effect is: Price to Customer Satisfaction. Keywords: Service Quality, Price, Promotion, Customer Satisfaction Tujuan penelitian ini adalah untuk mengetahui pengaruh kualitas pelayanan, harga dan promosi terhadap kepuasan pelanggan. Penelitian ini mengambil lokasi di PT Wibawa Sukses Internasional, Surabaya – Jawa Timur. Sampel terdiri dari 110 responden yang membeli menggunakan jasa legalitas dokumen. Teknik pengambilan sampel dalam penelitian ini yaitu Convenience Sampling. Untuk menguji validitas, reliabilitas, dan pengujian hipotesis menggunakan Structural Equation Modelling (SEM) dengan LISREL 8.80. Hasil analisis dengan menggunakan metode analisis kausal menunjukan bahwa dari 3 hipotesis yang terdapat dalam penelitian ada 2 hipotesis yang tidak berpengaruh signifikan dan 1 hipotesis yang berpengaruh signifikan. Hipotesis yang tidak berpengaruh signifikan tersebut antara lain; Kualitas Pelayanan terhadap Kepuasan Pelanggan dan Promosi terhadap Kepuasan Pelanggan. Sedangkan hipotesis yang berpengaruh signifikan, yaitu: Harga terhadap Kepuasan Pelanggan. Kata kunci : Kualitas Pelayanan, Harga, Promosi, Kepuasan Pelanggan.

Item Type: Thesis (S1)
Call Number CD: FE/MJ. 19 139
NIM/NIDN Creators: 43112110154
Uncontrolled Keywords: Kualitas Pelayanan, Harga, Promosi, Kepuasan Pelanggan.
Subjects: 600 Technology/Teknologi > 650 Management, Public Relations, Business and Auxiliary Service/Manajemen, Hubungan Masyarakat, Bisnis dan Ilmu yang Berkaitan
600 Technology/Teknologi > 650 Management, Public Relations, Business and Auxiliary Service/Manajemen, Hubungan Masyarakat, Bisnis dan Ilmu yang Berkaitan > 658 General Management/Manajemen Umum
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
700 Arts/Seni, Seni Rupa, Kesenian > 700. Arts/Seni, Seni Rupa, Kesenian > 700.1-700.9 Standards Subdivisions of The Arts/Subdivisi Standard dari Karya Seni > 700.4 Special Topics in The Arts/Topik Tertentu dalam Karya Seni > 700.41 Arts Displaying Specific Qualities of Style, Mood, Viewpoint/Seni Menampilkan Kualitas Gaya Tertentu, Suasana Hati, Sudut Pandang
Divisions: Fakultas Ekonomi dan Bisnis > Manajemen
Depositing User: Dede Muksin Lubis
Date Deposited: 10 May 2019 01:51
Last Modified: 05 Apr 2022 06:53
URI: http://repository.mercubuana.ac.id/id/eprint/47954

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