INVESTIGASI LOYALITAS PELANGGAN KA BANDARA RAILINK KUALANAMU MEDAN

GHIFFARY RAMADHAN SYAHZAN, . (2022) INVESTIGASI LOYALITAS PELANGGAN KA BANDARA RAILINK KUALANAMU MEDAN. Sarjana thesis, UNIVERSITAS NEGERI JAKARTA.

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Abstract

ABSTRAK Ghiffary Ramadhan Syahzan, 2021; Investigasi Loyalitas Pelanggan KA Bandara Railink Kualanamu Medan Skripsi Jakarta:Konsentrasi Manajemen Pemasaran, Program Studi S1 Manajemen, Fakultas Ekonomi, Universitas Negeri Jakarta. Tim Pembimbing: Agung Kresnamurti Rivai P, ST, M.M. & Dra Basrah Saidani, M.Si Penelitian ini bertujuan untuk mengetahui pengaruh service quality terhadap customer satisfaction, perceived value terhadap customer satisfaction, customer satisfaction terhadap customer loyalty, service quality terhadap customer loyalty, perceived value terhadap customer loyalty, service quality terhadap customer loyalty melalui customer satisfaction sebagai intervening, perceived value terhadap customer loyalty melalui customer satisfaction sebagai intervening, Pengumpulan data dilakukan dengan metode survei, dan instrumen yang digunakan berupa kuesioner. Jumlah sampel yang digunakan pada penelitian ini sebanyak 311 responden berupa penumpang yang menggunakan KA Bandara Railink Kualanamu. Analisis data menggunakan teknik SPSS versi 24 dan LISREL versi 8.9 untuk mengolah data hasil penelitian. Maka, penelitian mengungkap bahwa service quality dan perceived value secara positif dan signifikan berpengaruh terhadap customer satisfaction. Service quality, perceived value dan customer satisfaction berpengaruh terhadap customer loyalty, service quality dan perceived value berpengaruh positif dan signifikan terhadap customer loyalty melalui variabel customer satisfaction sebagai intervening. Kata Kunci: Service Quality, Perceived Value, Customer Satisfaction, Customer Loyalty, KA Bandara Railink Kualanamu ABSTRACT Ghiffary Ramadhan Syahzan, 2021; Investigating the Customer Loyalty KA Bandara Railink Kualanamu Medan. Jakarta Thesis: Concentration in Marketing Management, S1 Management Study Program, Faculty of Economics, Jakarta State University. Advisory Team: Agung Kresnamurti Rivai P, ST, M.M. & Dra Basrah Saidani, M.Si This study aims to determine the effect of service quality on customer satisfaction, perceived value on customer satisfaction, customer satisfaction on customer loyalty, service quality on customer loyalty, perceived value on customer loyalty, service quality on customer loyalty via intervening variable, perceived value on customer loyalty via intervening variable, Data collection is done with survei methods, and the instruments used were questionnaires. The number of samples used in this study were 311 respondents in the form of customers which using KA Bandara Railink Kualanamu. Data analysis uses SPSS version 24 and LISREL version 8.9 techniques to process the research data. Then, the study revealed that service quality and perceived value positively and significantly influence customer satisfaction. Customer Satisfaction, service quality and perceived value affect the customer loyalty, service quality and perceived value have a positive and significant effect on customer loyalty via customer satisfaction as an intervening variable. Keywords: Service Quality, Perceived Value, Customer Satisfaction, Customer Loyalty, KA Bandara Railink Kualanamu

Item Type:	Thesis (Sarjana)
Additional Information:	1). Agung Kresnamurti Rivai P., ST., M.M. 2). Dra. Basrah Saidani, M.Si
Subjects:	Manajemen > Manajemen Pemasaran
Divisions:	FE > S1 Manajemen
Depositing User:	Users 13529 not found.
Date Deposited:	17 Mar 2022 05:17
Last Modified:	17 Mar 2022 05:17
URI:	http://repository.unj.ac.id/id/eprint/23076

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