PENGARUH KUALITAS PELAYANAN, CITRA PERUSAHAAN DAN HARGA TERHADAP KEPUASAN PELANGGAN (Studi Kasus Pada Konsumen Kantor Pos Jakarta Barat 11000)

AGUSTIN, RIN WIDYA (2019) PENGARUH KUALITAS PELAYANAN, CITRA PERUSAHAAN DAN HARGA TERHADAP KEPUASAN PELANGGAN (Studi Kasus Pada Konsumen Kantor Pos Jakarta Barat 11000). S1 thesis, Universitas Mercu Buana Jakarta.

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Abstract

Penelitian ini bertujuan untuk mengetahui pengaruh Kualitas Layanan, Citra perusahaan dan Harga terhadap Kepuasan Pelanggan (Studi Kasus Pada Konsumen Kantor Pos Jakarta Barat 11000). Permasalahan kasus ini adalah mengenai penurunan tingkat penjualan dan meningkatnya angka pengaduan layanan konsumen selama kurun waktu beberapa tahun terakhir secara kontinyu. Sampel yang digunakan sebanyak 100 konsumen Kantor Pos Jakarta Barat. Metode penarikan sampel menggunakan convenience sampling. Metode pengumpulan data menggunakan metode survey, dengan instrumen penelitian adalah kuesioner. Analisis data yang digunakan adalah analisis statistik SEMPLS. Hasil penelitian ini menunjukkan bahwa uji t kualitas layanan berpengaruh positif dan signifikan, citra perusahaan berpengaruh positif dan signifikan terhadap kepuasan pelanggan, sedangkan harga tidak berpengaruh terhadap kepuasan pelanggan. Kata Kunci : Kualitas Layanan, Citra Perusahaan, Harga, Kepuasan Pelanggan, Layanan Kantor Pos This study aims to determine the effect of Service Quality, Company Image and Price on Customer Satisfaction (Case Study of Consumers in West Jakarta Post Office 11000). The problem with this case concerns the decline in the level of sales and the increasing number of consumer service complaints over the past several years continuously. The samples used were 100 of West Jakarta Post Office consumers. The sampling method uses convenience sampling. Data collection methods using survey methods, the research instrument is a questionnaire. Analysis of the data used is the SEM-PLS statistical analysis. The results of this study indicate that the t test of service quality has a positive and significant effect, company image has a positive and significant effect on customer satisfaction, while price does not affect customer satisfaction. Keywords: Service Quality, Company Image, Price, Customer Satisfaction, Post Office Services

Item Type: Thesis (S1)
Call Number CD: FE/MJ. 20 482
Call Number: SE/31/21/352
NIM/NIDN Creators: 43114120139
Additional Information: Kualitas Layanan, Citra Perusahaan, Harga, Kepuasan Pelanggan, Layanan Kantor Pos
Subjects: 100 Philosophy and Psychology/Filsafat dan Psikologi > 150 Psychology/Psikologi > 155 Differential and Developmental Psychology/Psikologi Diferensial dan Psikologi Perkembangan > 155.9 Environmental Psychology/Psikologi Lingkungan > 155.93 Influence of Specific Situations/Pengaruh Situasi Tertentu
300 Social Science/Ilmu-ilmu Sosial > 330 Economics/Ilmu Ekonomi > 338 Production, Industrial Economics/Produksi, Ekonomi Industri
600 Technology/Teknologi > 650 Management, Public Relations, Business and Auxiliary Service/Manajemen, Hubungan Masyarakat, Bisnis dan Ilmu yang Berkaitan > 657 Accounting/Akuntansi > 657.8 Accounting for Enterprises Enganged in Specific Kinds of Activities/Akuntansi Usaha yang Bergerak dalam Jenis Kegiatan Tertentu > 657.83 Service and Professionals Activities/Kegiatan Pelayanan dan Profesional
600 Technology/Teknologi > 650 Management, Public Relations, Business and Auxiliary Service/Manajemen, Hubungan Masyarakat, Bisnis dan Ilmu yang Berkaitan > 658 General Management/Manajemen Umum > 658.01-658.09 [Management of Enterprises of Specific Sizes, Scopes, Forms; Data Processing]/[Pengelolaan Usaha dengan Ukuran, Lingkup, Bentuk Tertentu; Pengolahan Data] > 658.04 Management of Enterprises of Specific Forms/Pengelolaan Usaha dengan Bentuk Tertentu
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: Dede Muksin Lubis
Date Deposited: 03 Jan 2022 07:19
Last Modified: 17 Oct 2022 02:01
URI: http://repository.mercubuana.ac.id/id/eprint/53434

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