Pengaruh kualitas pelayanan dan perceived value terhadap loyalitas pelanggan melalui kepuasan pelanggan

DETAIL KOLEKSI

Pengaruh kualitas pelayanan dan perceived value terhadap loyalitas pelanggan melalui kepuasan pelanggan

1.0

Oleh : Ahmad Septian

Info Katalog

Nomor Panggil : 022132005

Penerbit : FEB - Usakti

Kota Terbit : Jakarta

Tahun Terbit : 2020

Pembimbing 1 : Robert Kristaung

Subyek : Marketing - Management;Consumer satisfaction - Marketing

Kata Kunci : service quality, customer loyalty, perceived value, customer satisfaction

Status Posting : Published

Status : Lengkap

File Repositori

No.	Nama File	Hal.
1.	2020_TA_SMJ_022132005_-Halaman-Judul.pdf	12
2.	2020_TA_SMJ_022132005_Lembar-Pengesahan.pdf
3.	2020_TA_SMJ_022132005_Bab-1-Pendahuluan.pdf	15
4.	2020_TA_SMJ_022132005_Bab-2-Tinjauan-Pustaka.pdf
5.	2020_TA_SMJ_022132005_Bab-3-Metode-Penelitian.pdf
6.	2020_TA_SMJ_022132005_Bab-4-Analisis-dan-Pembahasan.pdf
7.	2020_TA_SMJ_022132005_Bab-5-Kesimpulan.pdf
8.	2020_TA_SMJ_022132005_Daftar-Pustaka.pdf	4
9.	2020_TA_SMJ_022132005_Lampiran.pdf

Abstrak
Abstract

P enelitian ini bertujuan untuk menganalisis pengaruh dari Perceived value terhadap Loyalitas Pelanggan melalui Kepuasan Pelanggan. Rancangan penelitian yang digunakan dalam penelitian ini metode uji hipotesis, yang bertujuan untuk menguji ada tidaknya pengaruh positif antara variabel penelitian dengan menggunakan Model Persamaan Struktural (SEM). Terdapat seratus lima puluh (150) responden yang di ambil menggunakan metode samplingpurposive. Hasil penelitian ini menunjukan bahwa Kualitas pelayanan tidak berpengaruh signifikan terhadap loyalitas pelanggan, Kualitas pelayanan berpengaruh terhadap loyalitas pelanggan melalui kepuasan pelanggan, Perceived value tidak berpengaruh signifikan terhadap loyalitas pelanggan, Perceived value berpengaruh terhadap loyalitas pelanggan melalui kepuasaan pelanggan, Kepuasan pelanggan berpengaruh signifikan terhadap loyalitas pelanggan.

T his study aims to analyze the effect of perceived value on customer loyalty through customer satisfaction. The research design used in this research is the hypothesis testing method, which aims to test whether there is a positive influence between the research variables using the Structural Equation Model (SEM). There were one hundred and fifty (150) respondents who were taken using purposive sampling method. The results of this study indicate that service quality has no significant effect on customer loyalty, service quality has an effect on customer loyalty through customer satisfaction, perceived value has no significant effect on customer loyalty, perceived value has a significant effect on customer loyalty through customer satisfaction, customer satisfaction has a significant effect on customer loyalty.