Akbar Prasetyo, Try (2019) PENGARUH KUALITAS PELAYANAN, BRAND IMAGE, LOKASI TERHADAP KEPUASAN PELANGGAN DAN LOYALITAS PELANGGAN. Skripsi thesis, Sekolah Tinggi Ilmu Ekonomi Indonesia (STEI) Jakarta.
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Abstract
ABSTRAK Tujuan dari penelitian ini adalah untuk mengetahui apakah kualitas pelayanan, brand image, lokasi akan mempengaruhi kepuasan dan menjadikan pelanggan menjadi loyal dari banyaknya persaingan antar pengusaha bengkel. Metode penelitian yang digunakan metode analisis jalur dengan aplikasi smartPLS versi 3.2.8. Jenis data yang digunakan yaitu data primer. Dengan penyebaran kuisoner yang langsung dilakukan di bengkel tersebut. Hasil penelitian ini bahwa kualitas pelayanan berpengaruh langsung terhadap kepuasan pelanggan tetapi tidak berpengaruh langsung terhadap loyalitas pelanggan. Brand image dapat berpengaruh langsung terhadap kepuasan pelanggan dan loyalitas pelanggan. Lokasi dapat berpengaruh langsung terhadap kepuasan pelanggan tetapi tidak berpengaruh langsung terhadap loyalitas pelanggan. Kata kunci: Kualitas pelayanan, Brand Image, Lokasi, Kepuasan Pelanggan, Loyalitas Pelanggan ABSTRACT The purpose of this research is to know whether the quality of service, brand image, location will affect the satisfaction and make customers loyal. Research method used path analysis method with smartPLS application version 3.2.8. The type of data used is primary data. With the spread of Kuisoner that is immediately done in the workshop. The results of this research that the quality of service directly affects customer satisfaction but has no direct effect on customer loyalty. Brand images can directly impact customer satisfaction and customer loyalty. Locations can directly impact customer satisfaction but have no direct effect on customer loyalty. Keywords: Service quality, Brand image, Location, Customer satisfaction, Customer Loyalty
| Item Type: | Thesis (Skripsi) | ||||||||
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| Subjects: | Manajemen > Manajemen Pemasaran | ||||||||
| Divisions: | S1 Manajemen | ||||||||
| Depositing User: | Ridho Adi Nugroho | ||||||||
| Date Deposited: | 06 Dec 2021 06:50 | ||||||||
| Last Modified: | 06 Dec 2021 06:50 | ||||||||
| URI: | http://repository.stei.ac.id/id/eprint/6102 |
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