Kualitas layanan, kepuasan konsumen, citra perusahaan sebagai faktor â€“ faktor dari kesetiaan konsumen

DETAIL KOLEKSI

Kualitas layanan, kepuasan konsumen, citra perusahaan sebagai faktor â€“ faktor dari kesetiaan konsumen

Oleh : Eltevani Ramadhani Prajitno

Info Katalog

Nomor Panggil : 2018_TA_MJ_022141229

Penerbit : FEB - Usakti

Kota Terbit : Jakarta

Tahun Terbit : 2018

Pembimbing 1 : Diah Astarini

Subyek : Service quality;Marketing manajamen

Kata Kunci : service quality, customer sarisfaction, corporate image, customer loyalty.

Status Posting : Published

Status : Lengkap

File Repositori

No.	Nama File	Hal.	Link
1.	2018_TA_MJ_022141229_Halaman-Judul.pdf
2.	2018_TA_MJ_022141229_Bab-1.pdf
3.	2018_TA_MJ_022141229_Bab-2.pdf
4.	2018_TA_MJ_022141229_Bab-3.pdf
5.	2018_TA_MJ_022141229_Bab-4.pdf
6.	2018_TA_MJ_022141229_Bab-5.pdf
7.	2018_TA_MJ_022141229_Daftar-Pustaka.pdf
8.	2018_TA_MJ_022141229_Lampiran.pdf

Abstrak
Abstract

P enelitian ini bertujuan untuk mengetahui dan menganalisis pengaruh service quality terhadap customer loyalty, customer satisfaction terhadap customer loyalty, dan corporate image terhadap customer loyalty.Teknik pengambilan sampel menggunakan non-probability sampling dengan metode purposive sampling. Data dikumpulkan secara langsung melalui penyebaran kuesioner kepada 200 responden dan diolah menggunakan metode analisis Structural Equation Model (SEM).Hasil dari penelitian menunjukkan bahwa terdapat pengaruh positif service quality terhadap customer loyalty dan pengaruh positif corporate image terhadap customer loyalty. Sedangkan customer satisfaction tidak berpengaruh terhadap customer loyalty.Untuk penelitian selanjutnya disarankan untuk meneliti bank lain selain Bank BUMN dan meneliti hubungan service quality terhadap customer loyalty melalui customer satisfaction dan / atau hubungan service quality terhadap customer loyalty melalui corporate image (Charles Makanyeza dan Lovemore Chikazhe ,2017).

T he purpose of this research is to know and analyse the influence of service quality toward customer loyalty, customer satisfaction toward customer loyalty, and corporate image toward customer loyalty.The procedure used to determine sample is non-probability sampling and the technique used for collecting sample is purposive sampling. Data were collected directly through questionnaires distributed to 200 respondents and analysed by using Structural Equation Model (SEM) method.The result of the research shows that there is a positive influence of service quality toward customer loyalty and positive influence of corporate image toward customer loyalty. While customer satisfaction does not have an influence toward customer loyalty.For further research, the researcher may require to use different research objects other than BUMN Bank. Examine the relationship of service quality toward customer loyalty through customer satisfaction and / or service quality relationship toward customer loyalty through corporate image (Charles Makanyeza and Lovemore Chikazhe, 2017).