Sasena, Yodhamma (2023) PENGARUH KUALITAS LAYANAN, KEPERCAYAAN DAN KEWAJARAN HARGA TERHADAP LOYALITAS DENGAN KEPUASAN PELANGGAN SEBAGAI MEDIATOR PADA D’LAUNDRY BOJONG RAWALUMBU KOTA BEKASI. Skripsi thesis, Sekolah Tinggi Ilmu Ekonomi Indonesia.
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Abstract
This study aims to determine and analyze the effect of service quality, trust and price fairness on loyalty with customer satisfaction as a mediator at D'Laundry Bojong Rawalumbu, Bekasi City. The method used is causal associative with a quantitative approach. The survey method was carried out using a questionnaire as a means of collecting data. The population in this study were D'Laundry Bojong Rawalumbu customers, Bekasi City. The sample used was 97 people. The analysis tool used is SmartPLS 3. Based on the results and discussion, it shows that there is a positive and significant direct effect of service quality on customer satisfaction at D'Laundry. There is a positive and significant direct effect of trust on customer satisfaction at D'Laundry. There is a positive and significant direct effect of price reasonableness on customer satisfaction at D'Laundry. There is a direct effect of service quality on customer loyalty at D'Laundry. There is no direct effect of trust on customer loyalty at D'Laundry. There is a direct effect of price reasonableness on customer loyalty at D'Laundry. There is a positive and significant direct effect of customer satisfaction on customer loyalty at D'Laundry. Customer satisfaction is able to mediate service quality to customer loyalty at D'Laundry. Customer satisfaction is able to mediate trust in customer loyalty to D'Laundry. Customer satisfaction is able to mediate price fairness on customer loyalty at D'Laundry. Penelitian ini bertujuan untuk mengetahui dan menganalisis pengaruh kualitas layanan, kepercayaan dan kewajaran harga terhadap loyalitas dengan kepuasan pelanggan sebagai mediator pada D’Laundry Bojong Rawalumbu Kota Bekasi. Metoda yang digunakan adalah asosiatif kausal dengan pendekatan kuantitatif, Metoda survei dilakukan dengan kuesioner sebagai alat pengumpulan datanya. Populasi dalam penelitian ini adalah pelanggan D’Laundry Bojong Rawalumbu Kota Bekasi.. Sampel yang digunakan adalah 97 orang. Alat analisis yang digunakan adalah SmartPLS 3. Berdasarkan hasil dan pembahasan menunjukkan bahwa Terdapat pengaruh langsung positif dan signifikan kualitas layanan terhadap kepuasan pelanggan pada D’Laundry. Terdapat pengaruh langsung positif dan signifikan kepercayaan terhadap kepuasan pelanggan pada D’Laundry. Terdapat pengaruh langsung positif dan signifikan kewajaran harga terhadap kepuasan pelanggan pada D’Laundry. Terdapat pengaruh langsung kualitas layanan terhadap loyalitas pelanggan pada D’Laundry. Tidak terdapat pengaruh langsung kepercayaan terhadap loyalitas pelanggan pada D’Laundry. Terdapat pengaruh langsung kewajaran harga terhadap loyalitas pelanggan pada D’Laundry. Terdapat pengaruh langsung positif dan signifikan kepuasan pelanggan terhadap loyalitas pelanggan pada D’Laundry. Kepuasan pelanggan mampu memediasi kualitas layanan terhadap loyalitas pelanggan pada D’Laundry. Kepuasan pelanggan mampu memediasi kepercayaan terhadap loyalitas pelanggan pada D’Laundry. Kepuasan pelanggan mampu memediasi kewajaran harga terhadap loyalitas pelanggan pada D’Laundry
| Item Type: | Thesis (Skripsi) | ||||||||
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| Uncontrolled Keywords: | Kualitas Layanan, Kepercayaan Dan Kewajaran Harga Terhadap Loyalitas Dengan Kepuasan Pelanggan | ||||||||
| Subjects: | Manajemen > Manajemen Pemasaran | ||||||||
| Divisions: | S1 Manajemen | ||||||||
| Depositing User: | YODHAMMA SASENA | ||||||||
| Date Deposited: | 04 Sep 2023 07:39 | ||||||||
| Last Modified: | 04 Sep 2023 07:39 | ||||||||
| URI: | http://repository.stei.ac.id/id/eprint/10807 |
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