INVESTIGASI KEPUASAN PELANGGAN TOL BAKAUHENI-PALEMBANG

DINI DWI WULANDARY, . (2021) INVESTIGASI KEPUASAN PELANGGAN TOL BAKAUHENI-PALEMBANG. Sarjana thesis, UNIVERSITAS NEGERI JAKARTA.

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Abstract

Tujuan dari penelitian ini adalah untuk mengetahui pengaruh service quality, E-WOM, perceived value, terhadap customer satisfaction Tol Bakauheni-Palembang. Penelitian ini menggunakan metode kuantitatif. Pengumpulan data menggunakan metode survei dengan instrumen berupa kuesioner. Sampel pada penelitian ini berjumlah 200 responden pengguna Tol Bakauheni-Palembang yang sudah menggunakan Tol Bakauheni-Palembang minimal dua kalidalam kurun waktu satu tahun terakhir. Teknis analisis data menggunakan SPSS versi 22 dan SEM (Structural Equation Model) dari Lisrel 8.8 untuk mengolah dan menganalisis data hasil penelitian. Hasil penelitian menunjukkan bahwa service quality tidak berpengaruh signifikan terhadap E-WOM, service quality tidak berpengaruh signifikan terhadap customer satisfaction, perceived value berpengaruh signifikan terhadap E-WOM, perceived value berpengaruh signifikan terhadap customer satisfaction, E-WOM berpengaruh signifikan terhadap customer satisfaction, service quality tidak berpengaruh signifikan terhadap customer satisfaction melalui E-WOM, perceived value berpengaruh signifikan terhadap customer satisfaction melalui E-WOM. The purpose of this study was to determine the effect of service quality, E-WOM, the perceived value on customer satisfaction of the Bakauheni-Palembang Toll Road. This study uses quantitative methods. Data collection technique using a survey method with an instrument in the form of a questionnaire. The sample in this study amounted to 200 respondents who have used the Bakauheni-Palembang Toll Road at least twice in the last year. Technical data analysis using SPSS version 22 and SEM (Structural Equation Model) from Lisrel 8.8 to process and analyze research data. The results showed that service quality has no significant effect on E-WOM, service quality had no significant effect on customer satisfaction, the perceived value has a significant effect on E-WOM, perceived value has a significant effect on customer satisfaction, E-WOM has a significant impact on customer satisfaction, service quality has no significant effect on customer satisfaction through E-WOM, perceived value has a significant effect on customer satisfaction through E-WOM.

Item Type:	Thesis (Sarjana)
Additional Information:	1). Agung Kresnamurti Rivai P., S.T, M.M. ; 2). Rahmi, S.E., M.S.M
Subjects:	Manajemen > Manajemen Pemasaran
Divisions:	FE > S1 Manajemen
Depositing User:	Users 12312 not found.
Date Deposited:	03 Sep 2021 13:15
Last Modified:	03 Sep 2021 13:15
URI:	http://repository.unj.ac.id/id/eprint/19206

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