Sartika, Tika (2021) PENGARUH HARGA, KUALITAS PELAYANAN DAN WEB TRACKING SYSTEM TERHADAP KEPUASAN PELANGGAN ( Studi Kasus pada PT Dakota Cargo Bekasi). Skripsi thesis, Sekolah Tinggi Ilmu Ekonomi Indonesia Jakarta.
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Abstract
Penelitian ini bertujuan untuk mengetahui pengaruh harga, kualitas pelayanan dan web tracking system terhadap kepuasan pelanggan Dakota Cargo. Jumlah responden yang dilibatkan dalam penelitian ini adalah sebanyak 150 sampel responden. Seluruh responden merupakan pelanggan Dakota Cargo di area Bekasi. Penelitian ini menggunakan data primer yang diperoleh dari hasil penyebaran kuesioner. Teknik sampling yang digunakan yaitu teknik Non Probability Sampling. Metoda analisis yang digunakan dalam penelitian ini adalah PLS dengan program SmartPLS versi 3.2 dievaluasi dengan outer dan inner model. Hasil penelitian ini menunjukkan bahwa: Harga, Kualitas Pelayanan, dan Web Tracking System berpengaruh positif dan signifikan terhadap kepuasan pelanggan Dakota Cargo. Besar kontribusi yang diberikan harga, kualitas pelayanan dan web tracking system terhadap kepuasan pelanggan Dakota Cargo adalah sebesar R² 0,843 atau 84,3%, sedangkan sisanya sebesar 15,7% variansi kepuasan pelanggan Dakota Cargo dipengaruhi faktor lain di luar harga, kualitas pelayanan dan web tracking system. Kata Kunci : harga, kualitas pelayanan, web tracking system, Partial Least Square ABSTRACT The aims of this study is to determine the effect of price, service quality and web tracking system on customer satisfaction of Dakota Cargo. The number of respondents involved in this study were 150 sample respondents. All respondents are customers of Dakota Cargo in the Bekasi area. This study uses primary data obtained from the results of distributing questionnaires. The sampling technique used is the technique Non Probability Sampling. The analysis method used in this research is PLS with the SmartPLS version 3.2 program evaluated with the outer and inner models. The results of this study indicate that: Price, Service Quality, and Web Tracking System have a positive and significant effect on customer satisfaction of Dakota Cargo. The amount of contribution given by price, service quality and web tracking system to customer satisfaction of Dakota Cargo is R² 0.843 or 84.3%, while the remaining 15.7% variance of customer satisfaction in Dakota Cargo is influenced by other factors outside of price, service quality and the web. tracking system. Keywords: price, service quality, web tracking system, Partial Least Square
| Item Type: | Thesis (Skripsi) | ||||||||
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| Subjects: | Manajemen > Manajemen Pemasaran | ||||||||
| Divisions: | S1 Manajemen | ||||||||
| Depositing User: | Ms SARTIKA | ||||||||
| Date Deposited: | 25 Mar 2021 07:09 | ||||||||
| Last Modified: | 25 Mar 2021 07:09 | ||||||||
| URI: | http://repository.stei.ac.id/id/eprint/4147 |
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