FATMALA, KIKI (2023) PENGARUH KUALITAS PELAYANAN, KEPERCAYAAN, DAN PERSEPSI HARGA TERHADAP KEPUASAN PELANGGAN OLEH PENUMPANG MASKAPAI BATIK AIR. S1 thesis, Universitas Mercu Buana Jakarta.
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Abstract
This study aims to test and analyse the effect of service quality, trust, and price perception on customer satisfaction by Batik Air airline passengers. The population in this study were Batik Air airline passengers and the sample used was 126 respondents. The sampling method used non probability sampling. Data collection methods using primary data obtained from questionnaires. This study uses Structural Equation Model (SEM) data analysis techniques with Partial Least Square (PLS) data processing. The results of this study state that the Service Quality variable has a positive and significant effect on Customer Satisfaction, Trust has a positive and significant effect on Customer Satisfaction, Price Perception has a positive and significant effect on Customer Satisfaction by Batik Air Airline Passengers. Keywords: Service Quality, Trust, Price Perception, Customer Satisfaction. Penelitian ini bertujuan untuk menguji dan menganalisis pengaruh kualitas pelayanan, kepercayaan, dan persepsi harga terhadap kepuasan pelanggan oleh penumpang maskapai Batik Air. Populasi dalam penelitian ini adalah penumpang maskapai Batik Air dan sampel yang digunakan sebanyak 126 responden. Metode penarikan sampel menggunakan non probability sampling. Metode pengumpulan data dengan menggunakan data primer yang diperoleh dari kuesioner. Penelitian ini menggunakan teknik analisis data Structural Equation Model (SEM) dengan pengolahan data Partial Least Square (PLS). Hasil penelitian ini menyatakan bahwa variabel Kualitas Pelayanan berpengaruh positif dan signifikan terhadap Kepuasan Pelanggan, Kepercayaan berpengaruh positif dan signifikan terhadap Kepuasan Pelanggan, Persepsi Harga berpengaruh positif dan signifikan terhadap Kepuasan Pelanggan Oleh Penumpang Maskapai Batik Air. Kata Kunci: Kualitas Pelayanan, Kepercayaan, Persepsi Harga, Kepuasan Pelanggan.
| Item Type: | Thesis (S1) |
|---|---|
| Call Number CD: | FE/MJ. 23 292 |
| Call Number: | SE/31/23/414 |
| NIM/NIDN Creators: | 43119010251 |
| Uncontrolled Keywords: | Kualitas Pelayanan, Kepercayaan, Persepsi Harga, Kepuasan 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 > 658.6 Quality Management/Manajemen Kualitas 600 Technology/Teknologi > 650 Management, Public Relations, Business and Auxiliary Service/Manajemen, Hubungan Masyarakat, Bisnis dan Ilmu yang Berkaitan > 658 General Management/Manajemen Umum > 658.8 Marketing, Management of Distribution/Marketing, Manajemen Distribusi |
| Divisions: | Fakultas Ekonomi dan Bisnis > Manajemen |
| Depositing User: | khalimah |
| Date Deposited: | 08 Nov 2023 03:37 |
| Last Modified: | 08 Nov 2023 03:37 |
| URI: | http://repository.mercubuana.ac.id/id/eprint/83809 |
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