Pengaruh service quality terhadap customer loyalty melalui customer satisfaction

DETAIL KOLEKSI

Pengaruh service quality terhadap customer loyalty melalui customer satisfaction

3.0

Oleh : Arief Darmawan

Info Katalog

Nomor Panggil : 2016_TA_MJ_022070048

Penerbit : FEB - Usakti

Kota Terbit : Jakarta

Tahun Terbit : 2016

Pembimbing 1 : Ganawati

Subyek : Service Quality;Maintenance workshop as an object

Kata Kunci : customer satisfaction, customer loyalty.

Status Posting : Published

Status : Lengkap

File Repositori

No.	Nama File	Hal.
1.	2016_TA_MJ_022070048_Halaman-Judul.pdf1.pdf	18
2.	2016_TA_MJ_022070048_Bab-1.pdf	5
3.	2016_TA_MJ_022070048_Bab-2.pdf1.pdf
4.	2016_TA_MJ_022070048_Bab-3.pdf1.pdf
5.	2016_TA_MJ_022070048_Bab-4.pdf1.pdf
6.	2016_TA_MJ_022070048_Bab-5.pdf1.pdf
7.	2016_TA_MJ_022070048_Daftar-Pustaka.pdf1.pdf	4
8.	2016_TA_MJ_022070048_Lampiran.pdf1.pdf

Abstrak
Abstract

A Analisis mengenai pengaruh yang terjadi pada Service Quality, Customer Satisfaction, Customer Loyalty sangat penting untuk pengambilan keputusan manajer pemasaran dalam bidang jasa. Penelitian ini bertujuan untuk menganalisis pengaruh Service Quality terhadap Customer Loyalty melalui Customer Satisfaction pada bengkel perbaikan dan perawatan mesin mobil. Penelitian dilakukan dengan menggunakan bengkel perbaikan dan perawatan mobil sebagai obyek penelitian dan mengambil 200 sampel dari pelanggan yang telah menggunakan bengkel perbaikan dan perawatan mobil tersebut. Metode yang digunakan ialah metode non probability sampling dengan teknik Purposive Sampling dan menggunakan alat analisis Structural Equation Model (SEM). Berdasarkan hasil penelitian dapat diketahui bahwa terdapat pengaruh positif Service Quality terhadap Customer Satisfaction dan Customer Satisfaction terhadap Customer Loyalty.

A Analysis of the influence that occurs on Service Quality, Customer Satisfaction, Customer Loyalty is very important for the decision of marketing managers in the field of services. This study aims to analyze the effect of Service Quality on Customer Loyalty through Customer Satisfaction at car repair and maintenance workshop. The study was conducted using car repair and maintenance workshop as an object of research and took 200 samples from customers who have used repair shop and car maintenance. The method used is non probability sampling method with Purposive Sampling technique and using Structural Equation Model (SEM) analysis tool. Based on the research results can be seen that there is a positive influence Service Quality to Customer Satisfaction and Customer Satisfaction to Customer Loyalty.