Nanda Novita, Anisa (2019) ANALISIS DIFERENSIASI JASA DAN CUSTOMER VALUE YANG MEMPENGARUHI KEPUASAN PELANGGAN DAN LOYALITAS PELANGGAN JASA FREIGHT FORWARDING PT. ATLANTIC CONTAINER LINI. Skripsi thesis, Sekolah Tinggi Ilmu Ekonomi Indonesia (STEI) Jakarta.
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Abstract
ABSTRAK Penelitian ini bertujuan untuk mengetahui pengaruh diferensiasi jasa dan customer value terhadap kepuasan pelanggan dan loyalitas pelanggan jasa freight forwarding di PT. Atlantic Container Lini. Jumlah sampel dalam penelitian ini sebanyak 100 responden dengan metode analisis yang digunakan adalah Partial Least Square (PLS). Hasil penelitian ini menyimpulkan untuk variable customer value terhadap kepuasan pelanggan berpengaruh positif dengan P-Value ≤ 0.05, diferensiasi jasa terhadap loyalitas pelanggan berpengaruh positif dengan P-Value ≤ 0.05, kepuasan pelanggan berpengaruh positif dengan P-Value ≤ 0.05, Sedangkan variable diferensiasi jasa tidak berperngaruh signifikan terhadap kepuasan pelanggan karena memiliki P�Value ≥ 0.05, customer value tidak berpengaruh signifikan terhadap loyalitas karena memiliki P-Value ≥ 0.05, kepuasan pelanggan memediasi diferensiasi jasa terhadap loyalitas pelanggan tidak signifikan karena tidak memenuhi syarat. Begitu juga dengan kepuasnan pelanggan memediasi customer value terhadap loyalitas pelanggan tidak signifikan karena tidak memenuhi syarat. Kata Kunci : diferensiasi jasa, customer value, kepuasan pelanggan dan loyalitas pelanggan. ABSTRACT This study aims to determine the effect of service differentiation and customer value on customer satisfaction and customer loyalty of freight forwarding services at PT. Atlantic Container Line. The number of samples in this study were 100 respondents with the analysis method used was Partial Least Square (PLS). The results of this study concluded that the customer value variable on customer satisfaction has a positive effect with P-Value ≤ 0.05, service differentiation on customer loyalty has a positive effect with P-Value ≤ 0.05, customer satisfaction has a positive effect with P-Value ≤ 0.05, while the service differentiation variable does not significant influence on customer satisfaction because it has a P-Value ≥ 0.05, customer value does not have a significant effect on loyalty because it has a P-Value ≥ 0.05, customer satisfaction mediates service differentiation to customer loyalty is not significant because it does not meet requirements. Likewise, customer satisfaction mediates customer value to customer loyalty is not significant because it does not meet requirements. Keywords: service differentiation, customer value, customer satisfaction, and customer loyalty.
| Item Type: | Thesis (Skripsi) | ||||||||
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| Subjects: | Manajemen > Manajemen Operasional | ||||||||
| Depositing User: | Ridho Adi Nugroho | ||||||||
| Date Deposited: | 21 Dec 2021 08:55 | ||||||||
| Last Modified: | 21 Dec 2021 08:55 | ||||||||
| URI: | http://repository.stei.ac.id/id/eprint/6347 |
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