PENGARUH SERVICE QUALITY DAN PRICE FAIRNESS TERHADAP CUSTOMER LOYALTY DENGAN CUSTOMER SATISFACTION SEBAGAI INTERVENING (STUDI KASUS PADA PENGGUNA JASA INDIHOME DI JAKARTA)

RIZQI RAMDHANA EKA PUTRA, . (2022) PENGARUH SERVICE QUALITY DAN PRICE FAIRNESS TERHADAP CUSTOMER LOYALTY DENGAN CUSTOMER SATISFACTION SEBAGAI INTERVENING (STUDI KASUS PADA PENGGUNA JASA INDIHOME DI JAKARTA). Sarjana thesis, UNIVERSITAS NEGERI JAKARTA.

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Abstract

Penelitian ini bertujuan untuk mengetahui pengaruh service quality terhadap customer satisfaction, pengaruh Price Fairness terhadap customer satisfaction, pengaruh customer satisfaction terhadap customer loyalty, pengaruh service quality terhadap customer loyalty, pengaruh Price Fairness terhadap customer loyalty, pengaruh service quality terhadap customer loyalty dengan customer satisfaction sebagai intervening, pengaruh Price Fairness terhadap customer loyalty dengan customer satisfaction sebagai intervening, pada pengguna jasa Indihome. Metode pengumpulan data menggunakan metode survei dengan instrumen berupa kuesioner. Sampel penelitian yang dikumpulkan berjumlah 200 responden Pelanggan Indihome yang sedang berlangganan provider Indihome minimal enam bulan terakhir. Analisis data menggunakan software SPSS versi 22 yang terdapat pada perangkat lunak AMOS versi 26 dan SEM (Structural Equation Model) dari paket statistik AMOS versi 26 untuk mengolah dan menganalisis data hasil penelitian. Hasil pengujian hipotesis menunjukan Service quality berpengaruh positif signifikan terhadap customer satisfaction, Price Fairness berpengaruh positif signifikan terhadap customer satisfaction. Customer satisfaction berpengatuh positif signifikan terhadap customer loyalty, Service Quality berpengaruh positif signifikan terhadap customer loyalty. Price Fairness berpengaruh positif signifikan terhadap customer loyalty. Service quality berpengaruh positif signifikan terhadap customer loyalty melalui customer satisfaction. Price Fairness berpengaruh positif signifikan terhadap customer loyalty melalui customer satisfaction. Kata Kunci: service quality, Price Fairness, Customer satisfaction, Customer loyalty, Indihome This purpose of this study is to determine the effect of service quality on customer satisfaction, the effect of Price Fairness on customer satisfaction, the effect of customer satisfaction on customer loyalty, the effect of service quality on customer loyalty, the effect of Price Fairness on customer loyalty, the effect of service quality on customer loyalty with customer satisfaction as intervening, the effect of Price Fairness on customer loyalty with customer satisfaction as an intervening, for Indihome service users. The data collection method used a survey method with the instrument in the form of a questionnaire. The research sample collected is 200 respondents from Indihome customers who are currently subscribing to the Indihome provider for at least the last six months. Data analysis used SPSS version 22 software contained in AMOS software version 26 and SEM (Structural Equation Model) from the AMOS statistical package version 26 to process and analyze research data. The results of hypothesis testing show that service quality has a significant positive effect on customer satisfaction, Price Fairness has a significant positive effect on customer satisfaction. Customer satisfaction has a significant positive effect on customer loyalty, Service Quality has significant positive effect on customer loyalty. Price Fairness has significant positive effect on customer loyalty. Service quality has a significant positive effect on customer loyalty through customer satisfaction. Price Fairness has a significant positive effect on customer loyalty through customer satisfaction. Keywords: service quality, Price Fairness, Customer satisfaction, Customer loyalty, Indihome

Item Type:	Thesis (Sarjana)
Additional Information:	1.) Dra. Basrah Saidani, M.Si. ; 2.) Ika Febrilia, SE,M.M
Subjects:	Manajemen > Manajemen , Business Manajemen > Manajemen Pemasaran
Divisions:	FE > S1 Manajemen
Depositing User:	Users 13512 not found.
Date Deposited:	28 Feb 2022 06:07
Last Modified:	28 Feb 2022 06:07
URI:	http://repository.unj.ac.id/id/eprint/22830

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