FAKTOR-FAKTOR YANG MEMPENGARUHI CUSTOMER SATISFACTION DAN DAMPAKNYA TERHADAP CUSTOMER LOYALTY PADA RESTORAN X

AGNES NIELASARI, . (2021) FAKTOR-FAKTOR YANG MEMPENGARUHI CUSTOMER SATISFACTION DAN DAMPAKNYA TERHADAP CUSTOMER LOYALTY PADA RESTORAN X. Sarjana thesis, UNIVERSITAS NEGERI JAKARTA.

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Abstract

Tujuan penelitian ini adalah untuk: (1) mengunjungi secara empiris pengaruh Service Quality terhadap Customer Satisfaction. (2) menguji secara empiris pengaruh Product Quality terhadap Customer Satisfaction. (3) menguji secara empiris Customer Satisfaction terhadap Customer Loyalty. Metode pengumpulan data menggunakan metode survei. Populasi dalam penelitian ini adalah konsumen yang pernah mengunjungi All In Street Food Galery. Pilot study dilakukan kepada 30 orang responden. Analisis data menggunakan SPSS versi 22 dan SEM (Structural Equation Modeling) AMOS versi 22. Nilai fit model dengan probability level sebesar 0.057, nilai RMSEA sebesar 0.025, nilai CFI sebesar 0.985, nilai TLI sebesar 0.983, dan CMIN/DF sebesar 1.128. Hasil pengujian hipotesis menunjukkan: (1) Service Quality berpengaruh positif dan signifikan terhadap Customer Satisfaction, (2) Product Quality berpengaruh positif dan signifikan terhadap Customer Satisfaction, (3) Customer Satisfaction berpengaruh positif dan signifikan terhadap Customer Loyalty. Kata kunci: service quality, product quality, customer satisfaction, customer loyalty The aims of this study are to: (1) visit empirically the effect of Service Quality on Customer Satisfaction. (2) empirically test the effect of Product Quality on Customer Satisfaction. (3) empirically test Customer Satisfaction against Customer Loyalty. The method of data collection using the survey method. The population in this study are consumers who have visited the All In Street Food Gallery. The pilot study was conducted on 30 respondents. Data analysis used SPSS version 22 and SEM (Structural Equation Modeling) AMOS version 22. The fit value of the model with a probability level of 0.057, RMSEA value of 0.025, CFI value of 0.985, TLI value of 0.983, and CMIN/DF of 1.128. The results of hypothesis testing show: (1) Service Quality has a positive and significant effect on Customer Satisfaction, (2) Product Quality has a positive and significant effect on Customer Satisfaction, (3) Customer Satisfaction has a positive and significant effect on Customer Loyalty. Keywords: service quality, product quality, customer satisfaction, customer loyalty

Item Type:	Thesis (Sarjana)
Additional Information:	1). Dr. Corry Yohana, M.M. ; 2). Nadya Fadillah F, S.Pd.,M.Pd
Subjects:	Manajemen > Manajemen , Business Manajemen > Pendidikan, Riset Penelitian Bisnis Manajemen > Manajemen Pemasaran
Divisions:	FE > S1 Pendidikan Tata Niaga
Depositing User:	Users 10966 not found.
Date Deposited:	28 Aug 2021 05:04
Last Modified:	30 Aug 2022 07:02
URI:	http://repository.unj.ac.id/id/eprint/17864

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