PENGARUH KUALITAS PELAYANAN, HARGA, DAN CITRA PERUSAHAAN TERHADAP LOYALITAS PELANGGAN DENGAN KEPUASAN PELANGGAN SEBAGAI VARIABEL INTERVENING (Studi Kasus Pada Pelanggan Indihome Di Kelurahan Lubang Buaya, Jakarta Timur)

Nabillah, Anintia Zahro (2021) PENGARUH KUALITAS PELAYANAN, HARGA, DAN CITRA PERUSAHAAN TERHADAP LOYALITAS PELANGGAN DENGAN KEPUASAN PELANGGAN SEBAGAI VARIABEL INTERVENING (Studi Kasus Pada Pelanggan Indihome Di Kelurahan Lubang Buaya, Jakarta Timur). Skripsi thesis, Sekolah Tinggi Ilmu Ekonomi Indonesia Jakarta.

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Abstract

ABSTRAK Tujuan dari penelitian ini adalah untuk mengetahui pengaruh langsung antara kualitas pelayanan, harga, citra perusahaan, dan kepuasan pelanggan terhadap loyalitas pelanggan, dan pengaruh tidak langsung antara kualitas pelayanan, harga, dan citra perusahaan terhadap loyalitas melalui kepuasan pelanggan Indihome di Kelurahan Lubang Buaya, Jakarta Timur. Metode yang digunakan adalah penelitian asosiatif dengan pendekatan kuantitatif, dengan metode pengolahan data menggunakan SmartPLS 3.0 (Partial Least Square). Populasi dari penelitian ini adalah pelanggan Indihome di Kelurahan Lubang Buaya, Jakarta Timur, yang berusia lebih dari 20 tahun dan belangganan Indihome lebih dari 3 bulan. Sampel ditentukan berdasarkan metode Purposive Sampling, dengan sampel sebanyak 100 responden. Hasil penelitian ini membuktikan bahwa variabel kualitas pelayanan, harga, dan citra perusahaan tidak berpengaruh signifikan terhadap loyalitas pelanggan, kepuasan berpengaruh signifikan terhadap loyalitas pelanggan, kualitas pelayanan berpengaruh signifikan terhadap loyalitas pelanggan melalui kepuasan pelanggan, harga berpengaruh signifikan terhadap loyalitas pelanggan melalui kepuasan pelanggan, dan citra perusahaan berpengaruh signifikan terhadap loyalitas pelanggan melalui kepuasan pelanggan Indihome di Kelurahan Lubang Buaya, Jakarta Timur. ABSTRACT The purpose of this research was to determine the direct influence between service quality, price, corporate image, and customer satisfaction on customer loyalty, and the indirect effect between service quality, price, and corporate image on loyalty through customer satisfaction Indihome in Kelurahan Lubang Buaya, East Jakarta. The method used is associative research with a quantitative approach, with data processing methods using the SmartPLS 3.0 (Partial Least Square). The population of this study were Indihome customers in Kelurahan Lubang Buaya, East Jakarta, who were more than 20 years old and Indihome subscribers for more than 3 months. The sample was determined based on the purposive sampling method, with a sample of 100 respondents. The results of this study indicated that the variable service quality, price, and corporate image has no significant effect on customer loyalty, customer satisfaction has a significant effect on customer loyalty, service quality has a significant effect on customer loyalty through customer satisfaction. Price has a significant effect on customer loyalty through customer satisfaction, and corporate image has a significant effect on customer loyalty through customer satisfaction at Indihome in Kelurahan Lubang Buaya, East Jakarta.

Item Type: Thesis (Skripsi)
Contributors:
ContributionContributorsNIDNEmail
UNSPECIFIEDSyamsuar, GinanjarUNSPECIFIEDginanjar.syamsuar@stei.ac.id
Subjects: Manajemen > Manajemen Pemasaran
Divisions: S1 Manajemen
Depositing User: Users 1104 not found.
Date Deposited: 05 Jan 2021 03:09
Last Modified: 05 Jan 2021 03:09
URI: http://repository.stei.ac.id/id/eprint/2786

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