Pengaruh service quality terhadap customer satisfaction dan customer loyalty pada layanan online food delivery (pengiriman makanan online)

DETAIL KOLEKSI

Pengaruh service quality terhadap customer satisfaction dan customer loyalty pada layanan online food delivery (pengiriman makanan online)

Oleh : Gorby Al Rifqi

Info Katalog

Nomor Panggil : 022001801164

Penerbit : FEB - Usakti

Kota Terbit : Jakarta

Tahun Terbit : 2022

Pembimbing 1 : Luki Adiati Pramono

Subyek : Marketing - Management;Customer satisfaction - Marketing

Kata Kunci : reliability, assurance, system operation, customer satisfaction, customer loyalty.

Status Posting : Published

Status : Lengkap

File Repositori

No.	Nama File	Hal.
1.	2022_TA_SAK_022001801164_Halaman-Judul.pdf	11
2.	2022_TA_SAK_022001801164_Lembar-Pengesahan.pdf	6
3.	2022_TA_SAK_022001801164_Bab-1-Pendahuluan.pdf	7
4.	2022_TA_SAK_022001801164_Bab-2-Landasan-Teori.pdf	11
5.	2022_TA_SAK_022001801164_Bab-3-Metode-Penelitian.pdf	12
6.	2022_TA_SAK_022001801164_Bab-4-Analisis-dan-pembahasan.pdf	13
7.	2022_TA_SAK_022001801164_Bab-5-Kesimpulan.pdf	3
8.	2022_TA_SAK_022001801164_Daftar-Pustaka.pdf	6
9.	2022_TA_SAK_022001801164_Lampiran.pdf	20

Abstrak
Abstract

T ujuan penelitian ini adalah untuk mengidentifikasi dan menganalisis pengaruh antara tiga dimensi service quality terhadap customer satisfaction dan pengaruh customer satisfaction terhadap customer loyalty. Data yang digunakan merupakan data primer yang didapat dari penyebaran kuesioner secara online dan data diperoleh sebanyak 177 responden. Pengujian hipotesis penelitian dilakukan dengan metode Structure Equation Modelling (SEM). Hasil dari penelitian ini adalah reliability berpengaruh positif terhadap customer satisfaction dan customer satisfaction berpengaruh positif terhadap customer loyalty. Sementara itu assurance dan system operation ditemukan tidak berpengaruh terhadap customer satisfaction. Beberapa keterbatasan pada penelitian ini yang mungkin berguna untuk penelitian selanjutnya adalah penelitian ini hanya menggunakan tiga dimensi dari service quality yaitu reliability, assurance dan system operation. Lalu penelitian ini tidak ada spesifik umur misalnya pada generasi millenial atau generasi Z.

T he purpose of this study is to identify and analyze the influence between the three dimensions of service quality on customer satisfaction and the influence of customer satisfaction on customer loyalty. The data used is primary data obtained from the distribution of questionnaires online and data obtained by 177 respondents. Hypothesis testing of the study was carried out using the Structure Equation Modeling (SEM) method. The result of this study is that reliability has a positive effect on customer satisfaction and customer satisfaction has a positive effect on customer loyalty. Meanwhile, assurance and system operation were found to have no effect on customer satisfaction. Some limitations in this study that may be useful for future research are that this study only uses three dimensions of service quality, namely reliability, assurance and system operation. Then this study does not have any specific age, for example in the millennial generation or generation Z.