Pengaruh kualitas pelayanan dan harga terhadap loyalitas pelanggan dengan kepuasan konsumen sebagai variabel intervening
(Studi Pada Agen PT. Korea Tomorrow & Global Indonesia Cabang Surabaya)
Total View This Week0
Total View This Week0
Institusion
Universitas Wijaya Kusuma Surabaya
Author
Kreis, Septian, Satrio
Subject
HB Economic Theory
Datestamp
2020-09-16 04:08:25
Abstract :
ABSTRAK Penelitian ini bertujuan untuk mengetahui pengaruh kualitas pelayanan dan harga terhadap loyalitas pelanggan melalui kepuasan konsumen PT. Korea Tomorrow & Global Indonesia Cabang Surabaya. Teknik pengambilan sampel yang digunakan adalah purposive sampling dengan jumlah sampel 82 responden. Metode analisis yang digunakan adalah analisis jalur dengan program aplikasi SPSS 16.0. Hasil penelitian menyimpulkan bahwa kualitas pelayanan berpengaruh signifikan terhadap kepuasan konsumen. Harga berpengaruh signifikan terhadap kepuasan konsumen. Kualitas pelayanan berpengaruh signifikan terhadap loyalitas pelanggan. Harga berpengaruh signifikan terhadap loyalitas pelanggan. Kepuasan konsumen berpengaruh signifikan terhadap loyalitas pelanggan. Kepuasan konsumen bukan variabel intervening antara kualitas pelayanan terhadap loyalitas pelanggan dan kepuasan konsumen bukan variabel intervening antara harga terhadap loyalitas pelanggan. Kata kunci : Kualitas Pelayanan, Harga, Kepuasan Konsumen Dan Loyalitas Pelanggan ABSTRACT The purpose This study aims to determine the effect of service quality and price on customer loyalty through customer satisfaction PT. Korea Tomorrow & Global Indonesia Surabaya Branch. The sampling technique used was purposive sampling with a sample of 82 respondents. The method of analysis used is path analysis with the application program SPSS 16.0. The results of the study concluded that service quality has a significant effect on customer satisfaction. Price has a significant effect on customer satisfaction. Service quality has a significant effect on customer loyalty. Price has a significant effect on customer loyalty. Consumer satisfaction has a significant effect on customer loyalty. Consumer satisfaction is not an intervening variable between service quality and customer loyalty and consumer satisfaction is not an intervening variable between price and customer loyalty. Keywords: Service Quality, Price, Consumer Satisfaction and Customer Loyalty
ABSTRAK Penelitian ini bertujuan untuk mengetahui pengaruh kualitas pelayanan dan harga terhadap loyalitas pelanggan melalui kepuasan konsumen PT. Korea Tomorrow & Global Indonesia Cabang Surabaya. Teknik pengambilan sampel yang digunakan adalah purposive sampling dengan jumlah sampel 82 responden. Metode analisis yang digunakan adalah analisis jalur dengan program aplikasi SPSS 16.0. Hasil penelitian menyimpulkan bahwa kualitas pelayanan berpengaruh signifikan terhadap kepuasan konsumen. Harga berpengaruh signifikan terhadap kepuasan konsumen. Kualitas pelayanan berpengaruh signifikan terhadap loyalitas pelanggan. Harga berpengaruh signifikan terhadap loyalitas pelanggan. Kepuasan konsumen berpengaruh signifikan terhadap loyalitas pelanggan. Kepuasan konsumen bukan variabel intervening antara kualitas pelayanan terhadap loyalitas pelanggan dan kepuasan konsumen bukan variabel intervening antara harga terhadap loyalitas pelanggan. Kata kunci : Kualitas Pelayanan, Harga, Kepuasan Konsumen Dan Loyalitas Pelanggan ABSTRACT The purpose This study aims to determine the effect of service quality and price on customer loyalty through customer satisfaction PT. Korea Tomorrow & Global Indonesia Surabaya Branch. The sampling technique used was purposive sampling with a sample of 82 respondents. The method of analysis used is path analysis with the application program SPSS 16.0. The results of the study concluded that service quality has a significant effect on customer satisfaction. Price has a significant effect on customer satisfaction. Service quality has a significant effect on customer loyalty. Price has a significant effect on customer loyalty. Consumer satisfaction has a significant effect on customer loyalty. Consumer satisfaction is not an intervening variable between service quality and customer loyalty and consumer satisfaction is not an intervening variable between price and customer loyalty. Keywords: Service Quality, Price, Consumer Satisfaction and Customer Loyalty
Download
book
BibTex
Latex, Jabref
cloud_download
Original Resource
url resource Institution
