FITRI, ULFA WIDYA (2020) PENGARUH KUALITAS PELAYANAN DAN KUALITAS PRODUK TERHADAP KEPUASAN PELANGGAN SERTA DAMPAKNYA TERHADAP LOYALITAS PELANGGAN (Studi pengguna Samsung di Jakarta Barat). S1 thesis, Universitas Mercu Buana.
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Abstract
This research aims to analyze the effect of Service Quality, Product Quality and Customer Satisfaction on Customer Loyalty at Samsung Service Centers. This research was carried out because seeing from the recapitulation of Samsung Service Center customer improvement that increased significantly. Researchers feel the need to conduct research to find out what factors influence it. The object of this study was conducted on Samsung Service Center customers by taking 200 samples using quantitative descriptive and the analyst used was Partial Least Square (PLS) analysis. The results showed that the variable Service Quality had a significant positive effect on Customer Loyalty. Variable Customer Satisfaction has no significant positive effect on Service Quality. Variable Customer Satisfaction has a positive and significant effect on Customer Loyalty. Product Satisfaction Variable has positive and significant effect on Service Quality. And Customer Satisfaction has a positive and significant effect on Customer Loyalty. Keywords: service quality, product quality, customer satisfaction, customer loyalty Penelitian ini bertujuan untuk menganalisis pengaruh Kualitas Pelayanan, Kualitas Produk dan Kepuasan Pelanggan terhadap Loyalitas Pelanggan pada Pusat Layanan Samsung. Penelitan ini dilakukan karena melihat dari rekapitulasi perbaikan ulang pelanggan Pusat Layanan Samsung yang meningkat secara signifikan. Peneliti merasa perlu melakukan penelitian untuk mengetahui faktorfaktor apa saja yang mempengaruhi hal tersebut. Objek penelitian ini dilakukan terhadap pelanggan Pusat Layanan Samsung dengan mengambil 200 sample menggunakan deskriptif kuantitatif dan analis yang digunakan adalah analisis Partial Least Square (PLS). Hasil penelitian menunjukan bahwa variabel Kualitas Pelayanan berpengaruh positif tidak signifikan terhadap Loyalitas Pelanggan. Variabel Kepuasan Pelanggan berpengaruh positif tidak signifikan terhadap Kualitas Pelayanan. Variabel Kepuasan Pelanggan berpengaruh positif dan signifikan terhadap Loyalitas Pelanggan. Variabel Kepuasan Produk berpengaruh positif dan signifikan terhadap Kualitas Pelayanan. Dan Kepuasan Pelanggan berpengaruh positif dan signifikan terhadap Loyalitas Pelanggan. Kata kunci: Kualitas Pelayanan, Kulitas Produk, Kepuasan Pelanggan, Loyalitas Pelanggan.
| Item Type: | Thesis (S1) |
|---|---|
| Call Number CD: | FE/MJ. 20 088 |
| NIM/NIDN Creators: | 43115120198 |
| Uncontrolled Keywords: | Kualitas Pelayanan, Kulitas Produk, Kepuasan Pelanggan, Loyalitas 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 |
| Divisions: | Fakultas Ekonomi dan Bisnis > Manajemen |
| Depositing User: | Dede Muksin Lubis |
| Date Deposited: | 01 Mar 2022 09:12 |
| Last Modified: | 08 Mar 2022 01:44 |
| URI: | http://repository.mercubuana.ac.id/id/eprint/56966 |
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