Pengaruh dimensi-dimensi service quality, terhadap customer satisfaction serta dampaknya pada positive word of mouth pelanggan supermarket

DETAIL KOLEKSI

Pengaruh dimensi-dimensi service quality, terhadap customer satisfaction serta dampaknya pada positive word of mouth pelanggan supermarket

Oleh : Hendika Rizkianti

Info Katalog

Nomor Panggil : 022001908003

Penerbit : FEB - Usakti

Kota Terbit : Jakarta

Tahun Terbit : 2021

Pembimbing 1 : Sri Vandayuli Riorini

Subyek : Customer satisfaction;Customer services - Quality control

Kata Kunci : dimensions of service quality, customer satisfaction, positive word of mouth

Status Posting : Published

Status : Lengkap

File Repositori

No.	Nama File	Hal.
1.	2021_TA_SMJ_022001908003_Halaman-Judul.pdf	12
2.	2021_TA_SMJ_022001908003_Lembar-Pengesahan.pdf	6
3.	2021_TA_SMJ_022001908003_Bab-1-Pendahuluan.pdf	8
4.	2021_TA_SMJ_022001908003_Bab-2-Tinjauan-Pustaka.pdf	13
5.	2021_TA_SMJ_022001908003_Bab-3-Metode-Penelitian.pdf
6.	2021_TA_SMJ_022001908003_Bab-4-Analisis-dan-Pembahasan.pdf
7.	2021_TA_SMJ_022001908003_Bab-5-Kesimpulan.pdf
8.	2021_TA_SMJ_022001908003_Daftar-Pustaka.pdf	6
9.	2021_TA_SMJ_022001908003_Lampiran.pdf

Abstrak
Abstract

P enelitian ini bertujuan untuk menguji dan menganalisis pengaruh dimensi-dimensiService quality terhadap Customer satisfaction serta dampaknya pada Positive word ofmouth pelanggan Supermarket. Melakukan penyebaran kuesioner kepada 214Responden sebagai sample. Dalam penelitian ini metode pengambilan samplemenggunakan non-probability sampling, menggunakan teknik purposive sampling.Metode analisis data yang digunakan adalah Structural Equation Modeling (SEM) dansoftware AMOS22. Hasil menampilkan (1) variabel Reliability, Responsiveness tidakterdapat pengaruh signifikan dan positif terhadap Customer satisfaction dan tidakdidukung. (2) Variabel Assurance, Tangibles, Empathy berpengaruh signifikan danpositif terhadap Customer satisfaction dan didukung. (3) Variabel Assurance,Tangibles, Responsiveness tidak terdapat pengaruh signifikan dan positif terhadapPositive word of mouth dan tidak didukung. (4) variabel Reliability dan Empathyberpengaruh signifikan dan positif terhadap Positive word of mouth dan didukung (5)Variabel Customer satisfaction berpengaruh signifikan dan positif terhadap Positiveword of mouth dan didukung. Saran (1) Peneliti selanjutnya dapat memperluas cakupan penelitian diberbagai jenis bisnis tidak hanya supermarket, dapat melakukanpenelitian pada objek lain seperti minimarket atau pasar tradisional. (2) Penelitianselanjutnya dapat menyebarkan kuesioner secara langsung atau bertemu langsungdengan responden, sehingga hasil dari jawaban responden akan memperlihatkankeadaan yang sesungguhnya, (3) Penelitian selanjutnya dapat menggunakan variabelBrand image.

T he objective of the empirical study is to examine and to analyze the effect of servicequality dimensions on customer satisfaction and its impact on positive word of mouthof supermarket customers. Distributing questionnaires to 214 respondents as samples.In this study, the sampling method used non-probability sampling, using purposivesampling technique. The data analysis methods used are Structural EquationModeling (SEM) and AMOS22 software. The results show (1) the Reliability andResponsiveness variables have no significant and positive effect on customersatisfaction and are not supported. (2) Assurance, Tangibles, Empathy variables havea significant and positive effect on customer satisfaction and are supported. (3)Assurance, Tangibles, Responsiveness variables have no significant and positive effecton Positive word of mouth and are not supported. (4) Reliability and Empathyvariables have a significant and positive effect on Positive word of mouth and aresupported (5) Customer satisfaction variables have a significant and positive effect onPositive word of mouth and are supported. Suggestions (1) Further researchers canexpand the scope of research in various types of businesses not only supermarkets,they can conduct research on other objects such as minimarkets or traditional markets.(2) Further research can distribute questionnaires directly or meet directly withrespondents, so that the results of respondents' answers will show the real situation,(3) Further research can use Brand image variables.