Pengaruh service quality terhadap customer loyalty melalui customer satisfaction
Info Katalog
File Repositori
Nomor Panggil : 2016_TA_MJ_022070048
Penerbit : FEB - Usakti
Kota Terbit : Jakarta
Tahun Terbit : 2016
Pembimbing 1 : Ganawati
Subyek : Service Quality;Maintenance workshop as an object
Kata Kunci : customer satisfaction, customer loyalty.
Status Posting : Published
Status : Lengkap
File Repositori
| No. | Nama File | Hal. | Link |
|---|---|---|---|
| 1. | 2016_TA_MJ_022070048_Halaman-Judul.pdf1.pdf | ||
| 2. | 2016_TA_MJ_022070048_Bab-1.pdf | ||
| 3. | 2016_TA_MJ_022070048_Bab-2.pdf1.pdf |
|
|
| 4. | 2016_TA_MJ_022070048_Bab-3.pdf1.pdf |
|
|
| 5. | 2016_TA_MJ_022070048_Bab-4.pdf1.pdf |
|
|
| 6. | 2016_TA_MJ_022070048_Bab-5.pdf1.pdf |
|
|
| 7. | 2016_TA_MJ_022070048_Daftar-Pustaka.pdf1.pdf | ||
| 8. | 2016_TA_MJ_022070048_Lampiran.pdf1.pdf |
|
A nalisis mengenai pengaruh yang terjadi pada Service Quality, Customer Satisfaction, Customer Loyalty sangat penting untuk pengambilan keputusan manajer pemasaran dalam bidang jasa. Penelitian ini bertujuan untuk menganalisis pengaruh Service Quality terhadap Customer Loyalty melalui Customer Satisfaction pada bengkel perbaikan dan perawatan mesin mobil. Penelitian dilakukan dengan menggunakan bengkel perbaikan dan perawatan mobil sebagai obyek penelitian dan mengambil 200 sampel dari pelanggan yang telah menggunakan bengkel perbaikan dan perawatan mobil tersebut. Metode yang digunakan ialah metode non probability sampling dengan teknik Purposive Sampling dan menggunakan alat analisis Structural Equation Model (SEM). Berdasarkan hasil penelitian dapat diketahui bahwa terdapat pengaruh positif Service Quality terhadap Customer Satisfaction dan Customer Satisfaction terhadap Customer Loyalty.
A nalysis of the influence that occurs on Service Quality, Customer Satisfaction, Customer Loyalty is very important for the decision of marketing managers in the field of services. This study aims to analyze the effect of Service Quality on Customer Loyalty through Customer Satisfaction at car repair and maintenance workshop. The study was conducted using car repair and maintenance workshop as an object of research and took 200 samples from customers who have used repair shop and car maintenance. The method used is non probability sampling method with Purposive Sampling technique and using Structural Equation Model (SEM) analysis tool. Based on the research results can be seen that there is a positive influence Service Quality to Customer Satisfaction and Customer Satisfaction to Customer Loyalty.
Pengaruh corporate social responsibility terhadap customer loyalty melalui corporate image dan customer satisfaction
FEB - Usakti
Pengaruh confidence benefit dan special treatment benefit terhadap commitment dan customer loyalty
FEB - Usakti
Pengaruh offline experience terhadap customer loyalty serta dampaknya pada brand equity
FEB - Usakti
Pengaruh service quality terhadap customer loyalty yang dimediasi customer satisfaction di e-commerce.
FEB - Usakti
Pengaruh customer satisfaction, brand image dan brand love terhadap brand loyalty restoran fast food di jakarta
FEB - Usakti
Pengaruh service quality, perceived value, storeatmosphere terhadap customer satisfaction danpurchase intention
FEB - Usakti
Hubungan service quality, utilitarian value, hedonic value, customer satisfaction dan word-of-mouth intention
FEB - Usakti
Pengaruh interactional fairness terhadap customer satisfaction dan behavioral intention
FEB - Usakti
Analisis pengaruh kualitas jasa terhadap kepuasan pelanggan pada maskapai penerbangan Riau Airlines
FEB - Usakti
Pengaruh harga, aneka ragam produk, kualitas, dan pelayanan karyawan terhadap kepuasan toko
FEB - Usakti
Pengaruh karakteristik lingkungan pembelian terhadap loyalitas pelanggan melalui kepuasaan pelanggan
FEB - Usakti
Pengaruh customer perceived value dan customer satisfaction terhadap behavioral intention
FEB - Usakti
Pengaruh propensity to trust, satisfaction, perceived quality terhadap loyalty melalui trust
FEB - Usakti
Antecedents dari repurchase intention, word-of-mouth dan feedback pada industri penerbangan low cost carrier
FEB - Usakti
Pengaruh customer satisfaction, inertia dan zone of tolerance terhadap customer loyalty
FEB - Usakti
Hubungan antara relationship quality, cooperation dan customer loyalty pada bisnis waralaba
FEB - Usakti
Hubungan jenis transaksi pembayaran dengan kepuasan pelanggan online pada sub forum komunitas otomotif www.kaskus.us
FEB - Usakti
Pengaruh PAKSERV terhadap customer satisfaction dan dampaknya terhadap customer loyalty ada Bank Syariah di DKI
FEB - Usakti
Pengaruh service quality terhadap customer loyalty melalui customer satisfaction (dalam konteks m-Banking)
FEB - Usakti
Pengaruh product quality dan value for money terhadap cognitive satisfaction, dan dampaknya terhadap customer loyalty
FEB - Usakti
Pengaruh customer satisfaction dan brand image terhadap switching Cost serta dampaknya terhadap customer loyalty
FEB - Usakti
Pengaruh kualitas layanan terhadap kepuasan nasabah perbankan yang terdaftardi LQ 45 periode 2014 – 2016
FEB - Usakti
Pengaruh hotel website quality terhadap customer satisfaction dan purchase intention melalui perceived flow
FEB - Usakti
Pengaruh corporate social responsibility terhadap corporate reputation melalui brand image
FEB - Usakti
Pengaruh kualitas pelayanan kesehatan gigi mulut terhadap persepsi kepuasan pelanggan (laporan penelitian)
FKG - Usakti
Info Koleksi Skripsi
Universitas
Fakultas
- FH (1597)
- FEB (7357)
- FK (2156)
- FKG (3532)
- FTSP (1168)
- FTI (3223)
- FTKE (2524)
- FALTL (2097)
- FSRD (758)