Rahman Sahli, Arjil (2019) PENGARUH HARGA DAN KUALITAS PELAYANAN TERHADAP LOYALITAS YANG DIMEDIASI KEPUASAN PELANGGAN GORIDE JAKARTA. Skripsi thesis, Sekolah Tinggi Ilmu Ekonomi Indonesia (STEI) Jakarta.
![[img]](http://repository.stei.ac.id/style/images/fileicons/text.png) |
Text (COVER + ABSTRAK)
COVER.pdf Available under License Creative Commons Attribution Non-commercial. Download (1MB) |
|
Text (BAB 1)
BAB 1.pdf Available under License Creative Commons Attribution Non-commercial. Download (179kB) |
|
Text (BAB 2)
BAB 2.pdf Available under License Creative Commons Attribution Non-commercial. Download (151kB) |
|
Text (BAB 3)
BAB 3.pdf Available under License Creative Commons Attribution Non-commercial. Download (206kB) |
|
Text (BAB 4)
BAB 4.pdf Restricted to Repository staff only Available under License Creative Commons Attribution Non-commercial. Download (417kB) |
|
Text (BAB 5)
BAB 5.pdf Restricted to Repository staff only Available under License Creative Commons Attribution Non-commercial. Download (91kB) |
Abstract
ABSTRAK Penelitian ini bertujuan untuk mengetahui pengaruh harga dan kualitas pelayanan terhadap loyalitas yang dimediasi kepuasan pelanggan GoRide Jakarta. Strategi yang digunakan yaitu asosiatif. Populasi pada penelitian ini adalah anggota masyarakat yang berdomisili di wilayah kelurahan Malaka Sari Jakarta Timur. Sampel yang diambil sebanyak 100 responden dengan kriteria yaitu pengguna transportasi daring GoRide. Teknik pengambilan yang digunakan adalah purposive sampling dengan instrumen penelitian berupa kuesioner. Data yang diambil adalah data primer. Penelitian ini menggunakan analisis jalur dengan metoda Partial Least Square yaitu menggunakan WarpPLS 6.0. Hasil penelitian menunjukkan variabel harga terhadap kepuasan, kualitas pelayanan terhadap kepuasan, kepuasan terhadap loyalitas, berpengaruh signifikan karena memiliki p-value < 0,05. Sedangkan variabel harga terhadap loyalitas, kualitas pelayanan terhadap loyalitas, harga terhadap loyalitas yang dimediasi kepuasan, kualitas pelayanan terhadap loyalitas yang dimediasi kepuasan tidak berpengaruh secara signifikan karena memiliki p-value ≥ 0,05. Simpulan dari penelitian ini adalah harga dan kualitas pelayanan berpengaruh signifikan terhadap kepuasan pelanggan, kepuasan berpengaruh signifikan terhadap loyalitas, harga dan kualitas pelayanan tidak berpengaruh signifikan terhadap loyalitas, kepuasan yang memediasi harga dan kualitas pelayanan tidak berpengaruh signifikan terhadap loyalitas. Kata Kunci: Harga, Kualitas Pelayanan, Kepuasan Pelanggan, Loyalitas ABSTRACT This study aimed to identify the influence of prices and quality of service for the loyalty that Jakarta GoRide mediated customer satisfaction. This study used associative strategy. The population of this study was societies who lived at Malaka Sari village in East Jakarta. The sample of this study were taken from 100 respondents who used GoRide as an online transportation. The technique of this study was purposive sampling and the questioner as a data instrument. The data of this study was primer data. This study used path analysis with Partial Least Square method and used WarpPLS 6.0. The result of this study shows the variable of price on satisfaction, service quality on satisfaction, and satisfaction on loyalty, has significantly impact because it has p-value < 0,05. Whereas the variable of price on loyalty, service quality on loyalty, price on loyalty which mediated by satisfaction, and service quality on loyalty which mediated by satisfaction, does not has significantly impact because it has p-value ≥ 0,05. The conclusions of this study shows if the price and service quality has significantly impact on customer satisfaction, satisfaction has significantly impact on loyalty, price and service quality does not has significantly impact on loyalty, satisfaction which mediated by price and service quality also does not has significantly impact on loyalty. Keywords: Price, Service Quality, Customer Satisfaction, Loyalty
| Item Type: | Thesis (Skripsi) | ||||||||
|---|---|---|---|---|---|---|---|---|---|
| Contributors: |
|
||||||||
| Subjects: | Manajemen > Manajemen Pemasaran | ||||||||
| Divisions: | S1 Manajemen | ||||||||
| Depositing User: | Ridho Adi Nugroho | ||||||||
| Date Deposited: | 15 Dec 2021 06:57 | ||||||||
| Last Modified: | 15 Dec 2021 06:57 | ||||||||
| URI: | http://repository.stei.ac.id/id/eprint/6270 |
Actions (login required)
 |
View Item |
