Konsekuensi service quality
Info Katalog
File Repositori
Nomor Panggil : 2017_TA_MJ_022070355
Penerbit : FEB - Usakti
Kota Terbit : Jakarta
Tahun Terbit : 2017
Pembimbing 1 : Willy Arafah
Subyek : Customer loyalty;Marketing management;Service quality
Kata Kunci : dimension of service quality, service quality, customer satisfaction, customer loyalty, motorcycle s
Status Posting : Published
Status : Lengkap
File Repositori
| No. | Nama File | Hal. | Link |
|---|---|---|---|
| 1. | 2017_TA_MJ_022070355_Halaman-Depan.pdf | ||
| 2. | 2017_TA_MJ_022070355_Bab-1.pdf | ||
| 3. | 2017_TA_MJ_022070355_Bab-2.pdf |
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| 4. | 2017_TA_MJ_022070355_Bab-3.pdf |
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| 5. | 2017_TA_MJ_022070355_Bab-4.pdf |
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| 6. | 2017_TA_MJ_022070355_Bab-5.pdf |
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| 7. | 2017_TA_MJ_022070355_Daftar-Pustaka.pdf | ||
| 8. | 2017_TA_MJ_022070355_Lampiran.pdf |
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P enelitian ini bertujuan untuk menguji dan menganalisis pengaruh dimensi service quality terhadap customer satisfaction serta dampaknya terhadap customer loyalty pada PT. Piaggio Jakarta. Populasi pada penelitian ini adalah pelanggan yang menggunakan produk Piaggio yang setidaknya pernah menggunakan tiga kali jasanya dalam kurun waktu enam bulan terakhir. Sampel yang digunakan dalam penelitian ini berjumlah 155 responden dengan menggunakan metode penarikan sampel purposive sampling yang dikumpulkan, lalu pengujian hipotesis penelitian dilakukan dengan metode Structural Equation Model (SEM) dengan program AMOS. Hasil penelitian ini menyatakan: (1) Terdapat pengaruh positif dimensi service quality (reliability, responsiveness, assurance, empathy, dan tangibles) terhadap customer satisfaction, (2) Terdapat pengaruh positif dimensi service quality (reliability, responsiveness, assurance, empathy, dan tangibles) terhadap customer loyalty, (3) Terdapat pengaruh positif customer satisfaction terhadap customer loyalty.
T he purpose of this study is to analyze the impact of the dimensions of service quality on customer satisfaction and its impact on customer loyalty in the PT. Piaggio Jakarta. The population in this study are customers who use the product Piaggio who had at least three times using his services within six months. The sample used in this research consisted of 155 respondents using purposive sampling method sampling collected and research hypothesis testing was conducted using Structural Equation Model (SEM) with AMOS program. The results of this study states: (1) There is a positive influence on the dimensions of service quality (reliability, responsiveness, assurance, empathy, and tangibles) to customer satisfaction, (2) There is a positive influence on the dimensions of service quality (reliability, responsiveness, assurance, empathy, and tangibles) to customer loyalty, (3) There is a positive effect of customer satisfaction on customer loyalty.
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