TRIATMANTO, PRIYO (2019) PENGARUH KEPERCAYAAN DAN KOMITMEN TERHADAP KEPUASAN DAN DAMPAKNYA TERHADAP LOYALITAS PELANGGAN DI DATASCRIP ONLINE STORE. S2 thesis, Universitas Mercu Buana Jakarta-Menteng.
|
Text (cover)
1 Cover PRIYO TRIATMANTO.pdf Download (27kB) | Preview |
|
|
Text (abstrak)
2 ABSTRAK PRIYO TRIATMANTO.pdf Download (25kB) | Preview |
|
|
Text (Pengesahan)
3 LEMBAR PENGESAHAN PRIYO TRIATMANTO.pdf Download (240kB) | Preview |
|
|
Text (lembar pernyataan)
4 LEMBAR PERNYATAAN PRIYO TRIATMANTO.pdf Download (556kB) | Preview |
|
|
Text (kata pengantar)
5 KATA PENGANTAR PRIYO TRIATMANTO.pdf Download (25kB) | Preview |
|
|
Text (Biodata)
6 BIO DATA PRIYO TRIATMANTO.pdf Download (32kB) | Preview |
|
|
Text (Daftar Isi)
7 DAFTAR ISI PRIYO TRIATMANTO.pdf Download (23kB) | Preview |
|
|
Text (Daftar Gambar)
8 DAFTAR GAMBAR PRIYO TRIATMANTO.pdf Download (21kB) | Preview |
|
|
Text (Daftar Tabel)
9 DAFTAR TABEL PRIYO TRIATMANTO.pdf Download (22kB) | Preview |
|
![[img]](https://repository.mercubuana.ac.id/style/images/fileicons/text.png) |
Text (BAB 1)
BAB 1 PRIYO TRIATMANTO.pdf Restricted to Registered users only Download (144kB) |
|
|
Text (BAB 2)
BAB II PRIYO TRIATMANTO.pdf Restricted to Registered users only Download (121kB) |
|
|
Text (BAB 3)
BAB III PRIYO TRIATMANTO.pdf Restricted to Registered users only Download (105kB) |
|
|
Text (Bab 4)
BAB IV PRIYO TRIATMANTO.pdf Restricted to Registered users only Download (259kB) |
|
|
Text (BAB 5)
BAB V PRIYO TRIATMANTO.pdf Restricted to Registered users only Download (111kB) |
|
|
Text (Daftar Pustaka)
Daftar Pustaka PRIYO TRIATMANTO.pdf Restricted to Registered users only Download (36kB) |
|
|
Text (Lampiran)
Lampiran PRIYO TRIATMANTO.pdf Restricted to Registered users only Download (156kB) |
Abstract
This study is aimed to analyze 1) the magnitude of the effect of trust on customer satisfaction 2) the magnitude of the effect of commitment on customer satisfaction 3) the magnitude of the effect of commitment and trust together influence on customer satisfaction 4) the magnitude of the effect of trust on customer loyalty 5) the magnitude of the effect of commitment on customer loyalty 6) the magnitude of the effect of commitment and trust together affect customer loyalty and 7) the magnitude of the effect of customer satisfaction has an effect on customer loyalty. The population in this study were customers at Datascrip Online Store, which were 510 customers, using purposive sampling technique, the number of samples was determined by 170 respondents. The data analysis method used in this study is path analysis. The results of the analysis can be seen that trust affects customer satisfaction. Commitment affects customer satisfaction, meaning that with increasing consumer commitment in this case having a feeling of pride, a feeling of belonging, attention to long-term success, being a loyal supporter and consumers have a loyal supportive attitude, customer satisfaction will increase. Commitment and trust together affect customer satisfaction. The analysis shows that trust influences customer loyalty. Commitment affects customer loyalty and Commitment and trust together affect customer loyalty and satisfaction affects customer loyalty. Keywords: Trust, Commitment, Satisfaction, Customer Loyalty Penelitian ini bertujuan untuk menganalisis 1) besarnya pengaruh kepercayaan terhadap kepuasan pelanggan 2) besarnya pengaruh komitmen terhadap kepuasan pelanggan 3) besarnya pengaruh komitmen dan kepercayaan secara bersama berpengaruh terhadap kepuasan pelanggan 4) besarnya pengaruh kepercayaan terhadap loyalitas pelanggan 5) besarnya pengaruh komitmen terhadap loyalitas pelanggan 6) besarnya pengaruh komitmen dan kepercayaan secara bersama berpengaruh terhadap loyalitas pelanggan dan 7) besarnya pengaruh kepuasan pelanggan berpengaruh terhadap loyalitas pelanggan. Populasi dalam penelitian ini adalah pelanggan pada Datascrip Online Store yaitu 510 pelanggan, dengan teknik purposive sampling maka jumlah sampel ditentukan sebanyak 170 responden. Metode analisis data yang digunakan dalam penelitian ini adalah analisis jalur (path analysis). Hasil analisis dapat diketahui bahwa kepercayaan berpengaruh terhadap kepuasan pelanggan. Komitmen berpengaruh terhadap kepuasan pelanggan, artinya bahwa dengan semakin meningkatnya komitmen konsumen dalam hal ini memiliki perasaan bangga, perasaan memiliki, perhatian terhadap keberhasilan jangka panjang, menjadi pendukung setia dan konsumen mempunyai sikap pendukung setia maka kepuasan pelanggan akan mengalami peningkatan. Komitmen dan kepercayaan secara bersama berpengaruh terhadap kepuasan pelanggan. Hasil analisis menunjukkan bahwa kepercayaan berpengaruh terhadap loyalitas pelanggan. Komitmen berpengaruh terhadap loyalitas pelanggan dan Komitmen dan kepercayaan secara bersama berpengaruh terhadap loyalitas pelanggan serta kepuasan berpengaruh terhadap loyalitas pelanggan. Kata Kunci: Kepercayaan, Komitmen, Kepuasan, Loyalitas Pelanggan
| Item Type: | Thesis (S2) |
|---|---|
| Call Number CD: | CDT-551-19-063 |
| NIM/NIDN Creators: | 55117110093 |
| Uncontrolled Keywords: | Trust, Commitment, Satisfaction, Customer Loyalty, Kepercayaan, Komitmen, Kepuasan, Loyalitas Pelanggan. Manajemen Pemasaran (MPS) |
| 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: | MYTHA ALVIANA SARI |
| Date Deposited: | 15 Feb 2022 06:34 |
| Last Modified: | 18 Jun 2022 07:47 |
| URI: | http://repository.mercubuana.ac.id/id/eprint/56100 |
Actions (login required)
 |
View Item |
