DETAIL KOLEKSI


Konsekuensi Service Quality

5.0


Oleh : Fareza Rizky Pradhipta

Info Katalog

Nomor Panggil : 2017_TA_MJ_022070355

Pengarang Pertama : Fareza Rizky Pradhipta

Subyek : Customer loyalty;Marketing management;Service quality

Penerbit : FEB - Usakti

Kota Terbit : Jakarta

Tahun Terbit : 2017

Pembimbing 1 : Willy Arafah

Pembimbing 2 :

Kata Kunci : dimension of service quality, service quality, customer satisfaction, customer loyalty, motorcycle s


File Repositori
No. Nama File Ukuran Status
1. 2017_TA_MJ_022070355_Halaman-Depan.pdf 1173.75 (KB)
2. 2017_TA_MJ_022070355_Bab-1.pdf 708.09 (KB)
3. 2017_TA_MJ_022070355_Bab-2.pdf 776.17 (KB)
4. 2017_TA_MJ_022070355_Bab-3.pdf 1157.86 (KB)
5. 2017_TA_MJ_022070355_Bab-4.pdf 803.93 (KB)
6. 2017_TA_MJ_022070355_Bab-5.pdf 469 (KB)
7. 2017_TA_MJ_022070355_Daftar-Pustaka.pdf 479.99 (KB)
8. 2017_TA_MJ_022070355_Lampiran.pdf 2550.02 (KB)

P Penelitian ini bertujuan untuk menguji dan menganalisis pengaruh dimensi service quality terhadap customer satisfaction serta dampaknya terhadap customer loyalty pada PT. Piaggio Jakarta. Populasi pada penelitian ini adalah pelanggan yang menggunakan produk Piaggio yang setidaknya pernah menggunakan tiga kali jasanya dalam kurun waktu enam bulan terakhir. Sampel yang digunakan dalam penelitian ini berjumlah 155 responden dengan menggunakan metode penarikan sampel purposive sampling yang dikumpulkan, lalu pengujian hipotesis penelitian dilakukan dengan metode Structural Equation Model (SEM) dengan program AMOS. Hasil penelitian ini menyatakan: (1) Terdapat pengaruh positif dimensi service quality (reliability, responsiveness, assurance, empathy, dan tangibles) terhadap customer satisfaction, (2) Terdapat pengaruh positif dimensi service quality (reliability, responsiveness, assurance, empathy, dan tangibles) terhadap customer loyalty, (3) Terdapat pengaruh positif customer satisfaction terhadap customer loyalty.

T The purpose of this study is to analyze the impact of the dimensions of service quality on customer satisfaction and its impact on customer loyalty in the PT. Piaggio Jakarta. The population in this study are customers who use the product Piaggio who had at least three times using his services within six months. The sample used in this research consisted of 155 respondents using purposive sampling method sampling collected and research hypothesis testing was conducted using Structural Equation Model (SEM) with AMOS program. The results of this study states: (1) There is a positive influence on the dimensions of service quality (reliability, responsiveness, assurance, empathy, and tangibles) to customer satisfaction, (2) There is a positive influence on the dimensions of service quality (reliability, responsiveness, assurance, empathy, and tangibles) to customer loyalty, (3) There is a positive effect of customer satisfaction on customer loyalty.

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