Jani, Annisan (2019) PENGARUH KUALITAS PELAYANAN DAN NILAI PELANGGAN TERHADAP LOYALITAS MELALUI KEPUASAN SEBAGAI VARIABEL INTERVENING (Studi pada Gedung Graha MIR Jakarta). Skripsi thesis, Sekolah Tinggi Ilmu Ekonomi Indonesia (STEI) Jakarta.
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Abstract
ABSTRAK Penelitian ini bertujuan untuk mengetahui Pengaruh Kualitas Pelayanan dan Nilai Pelanggan Terhadap Loyalitas Pelanggan melalui Kepuasan Pelanggan sebagai Variabel Intervening : Studi pada Gedung Graha MIR Jakarta. Sampel dalam penelitian ini yaitu sebanyak 100 responden, Metoda analisis yang digunakan yaitu analisis jalur (Path Analysis). Metode pengambilan sampel yang digunakan dalam penelitian ini adalah purposive sampling. Didapatkan hasil bahwa kualitas pelayanan berpengaruh terhadap kepuasan pelanggan pada Gedung Graha MIR Jakarta, kedua nilai pelanggan berpengaruh positif dan signifikan terhadap kepuasan pelanggan, ketiga kepuasan pelanggan berpengaruh positif dan signifikan terhadap loyalitas pelanggan, keempat kualitas pelayanan tidak berpengaruh terhadap loyalitas pelanggan melalui kepuasan, kelima nilai pelanggan berpengaruh positif dan signifikan terhadap loyalitas pelanggan melalui kepuasan. Kata kunci : Kualitas Pelayanan, Nilai Pelanggan, Kepuasan Pelanggan, Loyalitas Pelanggan ABSTRACT This study aims to determine “The influence of service quality and customer value on loyalty through satisfaction as an intervening variable (study at MIR graham Jakarta building)” By distributing questionnaires to customers. The sample in this study was 100 respondents, the analysis method used was (path analysis), the sampling method used in this study was purposive sampling. The results obtained that the quality of service has an effect on customer satisfaction in Jakarta Graha MIR building, both customer values have a positive and significant effect on customer breadth, third customer satisfaction has a positive and significant effect on customer loyalty, fourth, service quality does not affect customer loyalty through satisfaction, fifth customer value has a positive and significant effect on customer loyalty through satisfaction. Keywords: Service quality, customer value, 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: | 13 Dec 2021 07:40 | ||||||||
| Last Modified: | 13 Dec 2021 07:40 | ||||||||
| URI: | http://repository.stei.ac.id/id/eprint/6215 |
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