Pengaruh dimensi service quality pada toko kecantikan terhadap tingkat satisfaction dan customer loyalty

DETAIL KOLEKSI

Pengaruh dimensi service quality pada toko kecantikan terhadap tingkat satisfaction dan customer loyalty

Oleh : Yumna Jihan Bakhitah

Info Katalog

Nomor Panggil : 022001805010

Penerbit : FEB - Usakti

Kota Terbit : Jakarta

Tahun Terbit : 2023

Pembimbing 1 : Kurniawati

Subyek : Customer satisfaction;Customer services - Quality control

Kata Kunci : customer loyalty, customer satisfaction, complaining behaviour, service quality.

Status Posting : Published

Status : Lengkap

File Repositori

No.	Nama File	Hal.	Link
1.	2023_TA_SMJ_022001805010_Halaman-Judul.pdf
2.	2023_TA_SMJ_022001805010_Lembar-Pengesahan.pdf
3.	2023_TA_SMJ_022001805010_Bab-1_Pendahuluan.pdf
4.	2023_TA_SMJ_022001805010_Bab-2_Tinjauan-Pustaka.pdf
5.	2023_TA_SMJ_022001805010_Bab-3_Metode-Penelitian.pdf
6.	2023_TA_SMJ_022001805010_Bab-4_Hasil-dan-Pembahasan.pdf
7.	2023_TA_SMJ_022001805010_Bab-5_Kesimpulan.pdf
8.	2023_TA_SMJ_022001805010_Daftar-Pustaka.pdf
9.	2023_TA_SMJ_022001805010_Lampiran.pdf

Abstrak
Abstract

T Tujuan dari penelitian ini adalah untuk menganalisis pengaruh Service Quality terhadap Customer Satisfaction. Pengaruh Service Quality terhadap Repurchase Intention. Pengaruh Service Quality terhadap Positive Word-of-Mouth. Pengaruh Service Quality terhadap Complaining Behaviour. Pengaruh Service Quality terhadap Price Sensitivity. Pengaruh Customer Satisfaction terhadap Repurchase Intention. Pengaruh Customer Satisfaction terhadap Positive Word-of-Mouth. Pengaruh Customer Satisfaction terhadap Price Sensitivity. Pengaruh Customer Satisfaction terhadap Complaining Behaviour. Pengumpulan data dilakukan dengan cara menyebar kuesioner yang diperoleh data sebanyak 315 responden menjadi 300 responden yang dapat diteliti karena sesuai dengan kriteria pernah berbelanja produk kecantikan dan kesehatan sebanyak 2 kali dalam 3 bulan terakhir. Pengujian data dilakukan dengan menggunakan analisis Structural Equation Model (SEM). Hasil penelitian ini menunjukan bahwa Service Quality memiliki pengaruh positif terhadap Customer Satisfaction. Service Quality tidak memiliki pengaruh positif terhadap Repurchase Intention. Service Quality tidak memiliki pengaruh positif terhadap Positive Word-of-Mouth. Service Quality memiliki pengaruh negatif terhadap Complaining Behaviour.Service Quality memilik pengaruh negatif terhadap Price Sensitivity. Customer Satisfaction tidak memiliki pengaruh positif terhadap Repurchase Intention. Customer Satisfaction memiliki pengaruh positif terhadap Positive Word-of-Mouth. Customer Satisfaction memiliki pengaruh positif terhadap Price Sensitivity. Customer Satisfaction memiliki pengaruh positif terhadap Complaining Behaviour. Untuk penelitian selanjutnya, peneliti diharapkan menambahkan variabel price agar hasil penelitian dari segi price yang berkaitan dengan price sensitivity dapat lebih jelas dan spesifik, peneliti juga diharapkan menambahkan jumlah toko kecantikan dan kesehatan agar konsumen yang membeli produk di luar ketiga toko yang sudah diteliti dapat terwakili juga.

T The purpose of this research is to analyze the effect of Service Quality on Customer Satisfaction. Effect of Service Quality on Repurchase Intention. The Effect of Service Quality on Positive Word-of-Mouth. Effect of Service Quality on Complaining Behavior. Effect of Service Quality on Price Sensitivity. The Effect of Customer Satisfaction on Repurchase Intention. The Effect of Customer Satisfaction on Positive Word-of Mouth. Effect of Customer Satisfaction on Price Sensitivity. The Effect of Customer Satisfaction on Complaining Behavior. Data collection was carried out by distributing questionnaires which obtained data from 315 respondents to 300 respondents who could be studied because according to the criteria they had shopped for beauty and health products 2 times in the last 3 months. Data testing was carried out using Structural Equation Model (SEM) analysis. The results of this study indicate that Service Quality has a positive influence on Customer Satisfaction. Service Quality has no positive influence on Repurchase Intention. Service Quality has no positive influence on Positive Word-of-Mouth. Service Quality has a negative influence on Complaining Behavior. Service Quality has a negative influence on Price Sensitivity. Customer Satisfaction has no positive influence on Repurchase Intention. Customer Satisfaction has a positive influence on Positive Word-of Mouth. Customer Satisfaction has a positive influence on Price Sensitivity. Customer Satisfaction has a positive influence on Complaining Behavior. For further research, it is hoped that the researcher will add the price variable so that the research results in terms of price related to price sensitivity can be clearer and more specific, the researcher is also expected to add the number of beauty and health shops so that consumers who buy products outside the three shops that have been researched can be represented as well.