PENGARUH SERVICE QUALITY DAN PERCEIVED VALUE TERHADAP CUSTOMER LOYALTY DENGAN CUSTOMER SATISFACTION SEBAGAI INTERVENING

RIANTI DEA RIZKY PRATIWI, . (2020) PENGARUH SERVICE QUALITY DAN PERCEIVED VALUE TERHADAP CUSTOMER LOYALTY DENGAN CUSTOMER SATISFACTION SEBAGAI INTERVENING. Sarjana thesis, UNIVERSITAS NEGERI JAKARTA.

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Abstract

Penelitian ini bertujuan untuk menginvestigasi pengaruh service quality terhadap customer satisfaction, pengaruh perceived value terhadap customer satisfaction, pengaruh customer satisfaction terhadap customer loyalty, pengaruh service quality terhadap customer loyalty, pengaruh perceived value terhadap customer loyalty, pengaruh service quality terhadap customer loyalty dengan customer satisfaction sebagai intervening, pengaruh perceived value terhadap customer loyalty dengan customer satisfaction sebagai intervening, pada pengguna aplikasi Tokopedia. Metode pengumpulan data menggunakan metode survei dengan instrumen berupa kuesioner. Objek penelitian adalah 200 responden pelanggan yang pernah melakukan pembelian pada situs belanja online aplikasi Tokopedia. Analisis data menggunakan SPSS versi 22 dan SEM (Structural Equation Model) dari paket statistik LISREL versi 8.8 untuk mengolah dan menganalisis data hasil penelitian. Hasil pengujian hipotesis menunjukan: 1) Service quality berpengaruh positif signifikan terhadap customer satisfaction. 2) Perceived value berpengaruh positif signifikan terhadap customer satisfaction. 3) Customer satisfaction berpengatuh positif signifikan terhadap customer loyalty. 4) Service Quality berpengaruh positif tidak signifikan terhadap customer loyalty. 5) Perceived value berpengaruh positif tidak signifikan terhadap customer loyalty. 6) Service quality berpengaruh positif signifikan terhadap customer loyalty melalui customer satisfaction. 7) Perceived value berpengaruh positif signifikan terhadap customer loyalty melalui customer satisfaction. This study aims to investigate the effect of service quality on customer satisfaction, the effect of perceived value on customer satisfaction, the effect of customer satisfaction on customer loyalty, the effect of service quality on customer loyalty, the effect of perceived value on customer loyalty, the effect of service quality on customer loyalty with customer satisfaction as intervening, the effect of perceived value on customer loyalty with customer satisfaction as an intervening, for Tokopedia application users. The data collection method used a survey method with an instrument in the form of a questionnaire. The research object was 200 customer respondents who had made purchases on the online shopping site, the Tokopedia application. Data analysis used SPSS version 22 and SEM (Structural Equation Model) from the LISREL version 8.8 statistical package to process and analyze research data. The results of hypothesis testing show: 1) Service quality has a significant positive effect on customer satisfaction. 2) Perceived value has a significant positive effect on customer satisfaction. 3) Customer satisfaction has a significant positive effect on customer loyalty. 4) Service Quality has no significant positive effect on customer loyalty. 5) Perceived value has no significant positive effect on customer loyalty. 6) Service quality has a significant positive effect on customer loyalty through customer satisfaction. 7) Perceived value has a significant positive effect on customer loyalty through customer satisfaction.

Item Type:	Thesis (Sarjana)
Additional Information:	1). Dr. Mohamad Rizan, SE, MM ; 2). Ika Febrilia, SE, MM
Subjects:	Manajemen > Perilaku Konsumen
Divisions:	FE > S1 Manajemen
Depositing User:	Users 14626 not found.
Date Deposited:	24 Jun 2022 06:26
Last Modified:	24 Jun 2022 06:26
URI:	http://repository.unj.ac.id/id/eprint/30596

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