Pramono, Yudo (2011) PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN SERTA DAMPAKNYA TERHADAP LOYALITAS PELANGGAN MEDIS DI PT. LAPI LABORATORIES CABANG DENPASAR. S2 thesis, Universitas Mercu Buana Jakarta-Menteng.
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Abstract
This study aimed to determine whether there is influence of service quality to customer satisfaction and its impact on medical customer loyalty of PT. Lapi Laboratories Denpasar Branch. The methodology used in this research is quantitative and descriptive nature explanatif. The sampling technique is done by simple random sampling. The data collection techniques and measurement scales was done with media questions with a structured questionnaire with a Likert scale of measurement. The data were analyzed using path analysis. From the results of the study revealed that assurance is the variable that have the strongest relationship with customer satisfaction of PT.Lapi Laboratories Denpasar branch. all the variables of service quality affect significantly to customer satisfaction of PT. Lapi Laboratories Denpasar Branch, either partially or simultaneously. From this research also revealed that customer satisfaction was an intermediary variable of the service quality towards medical customer loyalty of PT. Lapi Laboratories Denpasar Branch. Keywords : service quality, satisfaction, loyalty. Penelitian ini bertujuan untuk mengetahui ada tidaknya pengaruh kualitas pelayanan terhadap kepuasan pelanggan serta dampaknya terhadap loyalitas pelanggan medis PT. Lapi Laboratories Cabang Denpasar. Metodologi yang digunakan dalam penelitian ini adalah deskriptif kuantitatif dan bersifat eksplanatif. Teknik pengambilan sampel dilakukan dengan simple random sampling. Adapun teknik pengumpulan data dan skala pengukuran dilakukan dengan memberikan pertanyaan dengan media kuesioner terstruktur dengan pengukuran skala Likert. Analisis data dilakukan dengan menggunakan analisis jalur. Dari hasil penelitian terungkap bahwa assurance merupakan variabel yang mempunyai hubungan yang paling kuat dengan kepuasan pelanggan PT. Lapi Laboratories cabang Denpasar. Semua variabel kualitas pelayanan berpengaruh secara signifikan terhadap kepuasan pelanggan, baik secara parsial maupun simultan. Demikian pula kualitas pelayanan dan kepuasan pelanggan secara simultan berpengaruh terhadap loyalitas pelanggan medis PT. Lapi Laboratories cabang Denpasar. Dari penelitian ini juga terungkap bahwa kepuasan pelanggan ternyata merupakan variabel perantara dari variabel kualitas pelayanan untuk membentuk loyalitas pelanggan medis PT. Lapi Laboratories Cabang Denpasar. Kata kunci : kualitas pelayanan, kepuasan, loyalitas.
| Item Type: | Thesis (S2) |
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| Call Number CD: | CDT-551-11-078 |
| NIM/NIDN Creators: | 55108120042 |
| Uncontrolled Keywords: | service quality, satisfaction, loyalty. kualitas pelayanan, kepuasan, loyalitas.MPS, manajemen pemasaran, tesis manajemen. |
| 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: | UMMI RAHMATUSSYIFA |
| Date Deposited: | 05 Apr 2022 07:32 |
| Last Modified: | 16 Jul 2022 06:48 |
| URI: | http://repository.mercubuana.ac.id/id/eprint/59449 |
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