Miranti Setyaningrum, Miranti (2021) PENGARUH CITRA MEREK, KUALITAS PELAYANAN DAN HARGA TERHADAP KEPUASAN PELANGGAN (Studi Kasus Pada Titipan Kilat (TiKi) D’Mansion Jakarta Timur). Skripsi thesis, Sekolah Tinggi Ilmu Ekonomi Indonesia Jakarta.
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Abstract
ABSTRAK Penelitian ini bertujuan untuk mengetahui pengaruh antara citra merek, kualitas pelayan, harga terhadap kepuasan pelanggan dalam menggunakan jasa pengiriman barang PT. TIKI di Jakarta Timur. Penelitian ini menggunakan data primer dengan penyebaran kuesioner. populasi penelitian ini adalah masyarakat yang melakukan pengiriman barang menggunakan jasa PT. Titipan Kilat (TIKI) di Jakarta Timur. Sampel dalam penelitian ini berjumalah 97 orang responden dengan menggunakan purposive sampling. Analisis data penelitian ini menggunakan uji validitas, uji reliabilitas, analisis koefisien determinasi parsial dan berganda, serta pengujian hipotesis menggunakan SPSS versi 26.0. Hasil penelitian ini membuktikan bahwa: (1) variabel Citra Merek, secara parsial berpengaruh terhadap Kepuasan Pelanggan (2) Kualitas Pelayanan secara parsial berpengaruh terhadap Kepuasan Pelanggan (3) Harga secara parsial berpengaruh terhadap Kepuasan Pelanggan (4) selanjutnya secara simultan dapat dikatakan bahwa variabel Citra Perusahaan, Kepercayaan, Kepuasan berpengaruh terhadap Kepuasan Pelanggan ABSTRACT This research aims to determine the influence between the effect of brand image, service quality, price on customer satisfaction in using PT. TIKI in East Jakarta. This study uses primary data by distributing questionnaires. The population of this research is the people who deliver goods using PT. Titipan Kilat (TIKI) in East Jakarta. The sample in this study was 97 respondents using purposive sampling. The data analysis of this research used validity test, reliability test, partial and multiple determination coefficient analysis, and hypothesis testing using SPSS version 26.0. The results of this study prove that: (1) Brand Image variable partially affects Customer Satisfaction (2) Service Quality partially affects Customer Satisfaction (3) Price partially affects Customer Satisfaction (4) then simultaneously it can be said that the variable Company Image, Trust, Satisfaction have an effect on Customer Satisfaction
| Item Type: | Thesis (Skripsi) | ||||||||
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| Subjects: | Manajemen > Manajemen Pemasaran | ||||||||
| Divisions: | S1 Manajemen | ||||||||
| Depositing User: | Ms MIRANTI SETYANINGRUM | ||||||||
| Date Deposited: | 08 Dec 2021 06:02 | ||||||||
| Last Modified: | 08 Dec 2021 06:02 | ||||||||
| URI: | http://repository.stei.ac.id/id/eprint/6094 |
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