Pengaruh service quality, perceived value terhadap customer loyalty yang dimediasioleh customer satisfaction
Info Katalog
File Repositori
Nomor Panggil : 022001902026
Penerbit : FEB - Usakti
Kota Terbit : Jakarta
Tahun Terbit : 2023
Pembimbing 1 : Sri Vandayuli Riorini
Subyek : Marketing manajamen;Customer satisfaction
Kata Kunci : service quality; perceived value; customer satisfaction; customer loyalty
Status Posting : Published
Status : Lengkap
File Repositori
| No. | Nama File | Hal. | Link |
|---|---|---|---|
| 1. | 2023_TA_SMJ_022001902026_Halaman-Judul.pdf | 11 | |
| 2. | 2023_TA_SMJ_022001902026_Lembar-Pengesahan.pdf | 5 | |
| 3. | 2023_TA_SMJ_022001902026_Bab-1-Pendahuluan.pdf | 10 | |
| 4. | 2023_TA_SMJ_022001902026_Bab-2-Tinjauan-Pustaka.pdf | 14 |
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| 5. | 2023_TA_SMJ_022001902026_Bab-3-Metode-Penelitian.pdf | 13 |
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| 6. | 2023_TA_SMJ_022001902026_Bab-4-Analisis-dan-Pembahasan.pdf | 17 |
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| 7. | 2023_TA_SMJ_022001902026_Bab-5-Kesimpulan.pdf | 5 |
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| 8. | 2023_TA_SMJ_022001902026_Daftar-Pustaka.pdf | 5 | |
| 9. | 2023_TA_SMJ_022001902026_Lampiran.pdf | 21 |
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T Tujuan dari penelitian ini adalah untuk menguji dan menganalisis pengaruh Service Quality, Perceived Value terhadap Customer Loyalty yang dimediasi oleh Customer Satisfaction. Kriteria responden pada penelitian ini merupakan Nasabah Asuransi, Jakarta Utara. Metode pengumpulan data yang digunakan non-probability sampling dengan teknik purposive sampling dengan menggunakan kuesioner yang telah diisi oleh 160 responden. Metode analisis data yang digunakan adalah metode Structural Equation Model (SEM). Hasil dari penelitian ini adalah: (1) Service Quality berpengaruh positif terhadap Customer Satisfaction, (2) Perceived Value berpengaruh positif terhadap Customer Satisfaction (3) Customer Satisfactionberpengaruh positif terhadap Customer Loyalty, (4) Service Quality berpengaruh positif terhadap Customer Loyalty, (5) Perceived Value berpengaruh positif terhadap Customer Loyalty, (6) Customer Satisfaction memediasi pengaruh positif Service Quality berpengaruh positif terhadap Customer Loyalty, dan(7)Customer Satisfaction memediasi pengaruh positif Perceived Value berpengaruh positif terhadap Customer Loyalty
T The purpose of this research is to examine and analyze the effect of Service Quality, Perceived Value on Customer Loyalty mediated by Customer Satisfaction. The criteria for respondents in this study were Insurance Customers in the Penjaringan District, North Jakarta. The data collection method used was non-probability sampling with a purposive sampling technique using a questionnaire that had been filled in by 160 respondents. The data analysis method used is the Structural Equation Model (SEM) method. The results of this study are: (1) Service Quality has a positive effect on Customer Satisfaction, (2) Perceived Value has a positive effect on Customer Satisfaction (3) Customer Satisfaction has a positive effect on Customer Loyalty, (4) Service Quality has a positive effect on Customer Loyalty, ( 5) Perceived Value has a positive effect on Customer Loyalty, (6) Customer Satisfaction mediates a positive effect Service Quality has a positive effect on Customer Loyalty, and (7) Customer Satisfaction mediates a positive influence Perceived Value has a positive effect on Customer Loyalty
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