MUHAMAD YUSUF ALWI, . (2021) PENGARUH KUALITAS LAYANAN DAN KEPUASAN PELANGGAN TERHADAP LOYALITAS PELANGGAN PENGGUNA APLIKASI OJEK ONLINE GRAB. Sarjana thesis, UNIVERSITAS NEGERI JAKARTA.
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Abstract
Penelitian ini untuk mengetahui pengaruh Kualitas Layanan terhadap Kepuasan Pelanggan, Kepuasan Pelanggan terhadap Loyalitas Pelanggan, Kualitas Layanan terhadap Loyalitas Pelanggan. Data yang diolah menggunakan metode survei dengan alat pengumpulan kuesioner dan tipe Likert, teknik pengambilan sampel yang digunakan adalah purposive sampling kepada 200 responden. Penelitian ini dilakukan pada mahasiswa fakultas ekonomi Universitas Negeri Jakarta. Menggunakan dua analisis faktor yaitu EFA (Exploratory Factor Analysis) dan CFA (Confirmatory Factor Analysis), menggunakan aplikasi SPSS serta SEM pada AMOS. Hasil penelitian ini menunjukkan bahwa terdapat pengaruh yang positif dan signifikan antara Kualitas Layanan terhadap Kepuasan Pelanggan, terdapat pengaruh yang positif dan signifikan antara Kepuasan Pelanggan terhadap Loyalitas Pelanggan, selain itu juga terdapat pengaruh positif dan signifikan antara Kualitas Layanan terhadap Loyalitas Pelanggan. Kata kunci: Kualitas Layanan, Kepuasan Pelanggan dan Loyalitas Pelanggan This study is to determine the effect of Service Quality on Customers, Customers on Loyalty, Service Quality on Customer Loyalty. The data were processed using a survey method with a Likert-type collection tool, the sampling technique used was purposive sampling to 200 respondents. This research was conducted on students of the Faculty of Economics, Jakarta State University. Using two factor analyzes, namely EFA (Exploratory Factor Analysis) and CFA (Confirmatory Factor Analysis), using SPSS and SEM applications on AMOS. The results of this study indicate that there is a positive and significant influence between Service Quality on Customers, there is a positive and significant influence between customers on Customer Loyalty, besides that there is also a positive influence between Service Quality and Customer Loyalty. Keyword : Service Quality, Customer Satisfaction, Customer Loyalty
Item Type: | Thesis (Sarjana) |
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Additional Information: | 1. Ryna Parlyna, M.B.A ; 2. Drs. Nurdin Hidayat, M.M., M.Si. |
Subjects: | Ilmu Sosial > Teori Ekonomi Ilmu Sosial > Sejarah Ekonomi, Kondisi Ekonomi |
Divisions: | FE > S1 Pendidikan Tata Niaga |
Depositing User: | Users 10712 not found. |
Date Deposited: | 26 Aug 2021 16:32 |
Last Modified: | 06 Oct 2022 02:24 |
URI: | http://repository.unj.ac.id/id/eprint/17406 |
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