Klarisah, Adila Nur (2022) PENGARUH HARGA, KUALITAS PELAYANAN DAN FASILITAS TERHADAP KEPUASAN PELANGGAN (Studi kasus pada sekolah olahraga Thunder 11 di Kota Bekasi). Skripsi thesis, Sekolah Tinggi Ilmu Ekonomi Indonesia Jakarta.
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Abstract
ABSTRAK Penelitian ini bertujuan untuk mengetahui pengaruh Harga, Kualitas Pelayanan dan Fasilitas terhadap Kepuasan Pelanggan. Penelitian ini menggunakan metode asosiatif dengan pendekatan kuantitatif. Dalam penelitian ini terdapat 3 variabel bebas yaitu: Harga (X1), Kualitas Pelayanan (X2), Fasilitas (X3) dan terdapat 1 variabel terikat yaitu Kepuasan Pelanggan (Y). Jumlah sampel yang diteliti dalam penelitian ini sebanyak 105 responden dan seluruh variabel diukur menggunakan skala Likert. Teknik pengumpulan data menggunakan kuisioner yang telah di uji validitas dan reliabilitasnya. Analisis yang digunakan adalah Uji t dan koefisien determinasi menggunakan program SPSS versi 26. Hasil penelitian menunjukkan bahwa variabel Harga berpengaruh terhadap Kepuasan Pelanggan, variabel Kualitas Pelayanan berpengaruh terhadap Kepuasan Pelanggan dan variabel Fasilitas berpengaruh terhadap Kepuasan Pelanggan. Kontribusi pengaruh harga terhadap kepuasan pelanggan yaitu sebesar 28,4%, pengaruh kualitas pelayanan terhadap kepuasan pelanggan sebesar 48,6% dan kontribusi pengaruh fasilitas terhadap kepuasan pelanggan sebesar 65,2%. ABSTRACT The study are to determine the effect of the price, service quality and facilities on the customer satisfaction. The study is using associative method with a quantitative approach. In this study there are 3 independent variables, namely: Price (X1), Service Quality (X2), Facilities (X3) and there is 1 dependent variable, namely Customer Satisfaction (Y). The number of samples studied in this study were 105 respondents and all variables were measured using a Likert scale. Data collection techniques using questionnaires that have been tested for validity and reliability. The analysis use t-test and coefficient of determination using program SPSS version 26. The results showed that the price variable had an effect on customer satisfaction, the service quality variable had an effect on customer satisfaction and the facility variable had an effect on customer satisfaction. The contribution of the influence of price on customer satisfaction is 28.4%, the effect of service quality on customer satisfaction is 48.6% and the contribution of the influence of facilities to customer satisfaction is 65.2%.
| Item Type: | Thesis (Skripsi) | ||||||||
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| Subjects: | Manajemen > Manajemen Pemasaran | ||||||||
| Divisions: | S1 Manajemen | ||||||||
| Depositing User: | ADILA NUR KLARISAH | ||||||||
| Date Deposited: | 25 Jul 2022 01:38 | ||||||||
| Last Modified: | 25 Jul 2022 01:38 | ||||||||
| URI: | http://repository.stei.ac.id/id/eprint/7734 |
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PENGARUH HARGA, KUALITAS PELAYANAN DAN FASILITAS TERHADAP KEPUASAN PELANGGAN (Studi kasus pada sekolah olahraga Thunder 11 di Kota Bekasi). (deposited UNSPECIFIED)
- PENGARUH HARGA, KUALITAS PELAYANAN DAN FASILITAS TERHADAP KEPUASAN PELANGGAN (Studi kasus pada sekolah olahraga Thunder 11 di Kota Bekasi). (deposited 25 Jul 2022 01:38) [Currently Displayed]
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