KUSUMO, DHANANG SURYO (2021) KUALITAS JASA DAN HARGA DALAM MENDORONG KEPUASAN PELANGGAN DAN LOYALITAS PELANGGAN LAYANAN SARANA ANGKUT PETI KEMAS. S2 thesis, Universitas Mercu Buana Jakarta-Menteng.
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Abstract
The aim of this study is to determine the impact of service quality and price on customer satisfaction and loyalty among container transportation service users. Customers of PT Yang Ming Shipping Indonesia were used as respondents in the study, which included both primary and secondary data. Secondary data is gathered from a variety of sources, including journals, books, and other information. Questionnaires were distributed to target respondents to collect primary data. A total of 140 respondents were gathered using random sampling techniques. This research made use of path analysis. The findings revealed that customer satisfaction was influenced by the level of service provided. Customer satisfaction is influenced by price in a constructive and meaningful way. Then it was discovered that consumer loyalty is influenced by the level of service provided. Price has a positive and important impact on consumer loyalty, and the same is true of customer satisfaction and loyalty. This research helped PT Yang Ming Shipping Indonesia enhance the quality of its services and prices in order to increase customer satisfaction and loyalty. Keywords: Service Quality, Price, Customer Satisfaction and Customer Loyalty Penelitian ini bertujuan untuk mengetahui pengaruh kualitas jasa, harga dalam mendorong kepuasan pelanggan dan loyalitas pelanggan pengguna jasa sarana angkut peti kemas. Pelanggan dari PT Yang Ming Shipping Indonesia diambil sebagai responden, baik data primer dan sekunder digunakan dalam penelitian. Data sekunder diambil dari berbagai sumber seperti jurnal, buku dan data lainnya. Data primer dikumpulkan menggunakan kuesioner yang didistribusikan pada target responden. Menggunakan teknik accidental sampling, dimana kuesioner diberika secara langsung kepada pelanggan yang sedang melakukan transaksi. Total responden yang dikumpulkan sejumlah 140 responden. Analisis jalur diterapkan dalam penelitian ini. Hasilnya menunjukkan bahwa kualitas jasa memiliki pengaruh signifikan terhadap kepuasan pelanggan. Harga memiliki pengaruh positif dan signifikan terhadap kepuasan pelanggan Lalu ditemukan bahwa kualitas jasa memiliki pengaruh signifikan terhadap loyalitas pelanggan. Harga memiliki pengaruh positif dan signifikan terhadap loyalitas pelanggan, hal yang sama ditemukan adanya pengaruh positif dan signifikan yang terjadi antara kepuasan pelanggan terhadap loyalitas pelanggan. Pada tataran manajerial, penelitian ini memberi sumbangan kepada PT Yang Ming Shipping Indonesia, untuk meningkatkan kualitas jasa dan harga jika ingin kepuasan pelanggan dan loyalitas pelanggan meningkat. Kata kunci : Kualitas Jasa, Harga, Kepuasan Pelanggan dan Loyalitas Pelanggan.
| Item Type: | Thesis (S2) |
|---|---|
| NIM/NIDN Creators: | 55117120015 |
| Uncontrolled Keywords: | Service Quality, Price, Customer Satisfaction and Customer Loyalty, Kualitas Jasa, Harga, Kepuasan Pelanggan dan Loyalitas Pelanggan. |
| 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: | MELATI CAHYA FITRIANI |
| Date Deposited: | 02 Mar 2022 07:11 |
| Last Modified: | 03 Jul 2023 06:00 |
| URI: | http://repository.mercubuana.ac.id/id/eprint/57079 |
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