PENGARUH KUALITAS PRODUK DAN HARGA TERHADAP KEPUASAN PELANGGAN DAN LOYALITAS PELANGGAN (Pengguna Smartphone Samsung Mahasiswa STEI Jakarta)

Krisdamayanti, Natalia (2019) PENGARUH KUALITAS PRODUK DAN HARGA TERHADAP KEPUASAN PELANGGAN DAN LOYALITAS PELANGGAN (Pengguna Smartphone Samsung Mahasiswa STEI Jakarta). Skripsi thesis, Sekolah Tinggi Ilmu Ekonomi Indonesia (STEI) Jakarta.

	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 (346kB)
	Text (BAB 2) BAB 2.pdf Available under License Creative Commons Attribution Non-commercial. Download (692kB)
	Text (BAB 3) BAB 3.pdf Available under License Creative Commons Attribution Non-commercial. Download (388kB)
	Text (BAB 4) BAB 4.pdf Restricted to Repository staff only Available under License Creative Commons Attribution Non-commercial. Download (967kB)
	Text (BAB 5) BAB 5.pdf Restricted to Repository staff only Available under License Creative Commons Attribution Non-commercial. Download (336kB)

Abstract

ABSTRAK Penelitian ini bertujuan untuk menguji pengaruh kualitas produk dan harga terhadap kepuasan pelanggan dan loyalitas pelanggan. Metode yang digunakan adalah kuesioner dengan metode survei yang disebarkan kepada 100 responden. Populasi dalam penelitian ini adalah Mahasiswa STEI Jakarta. Metode penghasil olahan data menggunakan metode PLS (Parsial Least Square) menggunakan SmartPLS (3.2.8). Hasil penelitian membuktikan bahwa (1) kualitas produk dan harga berpengaruh terhadap kepuasan pelanggan, (2) kualitas produk dan kepuasan pelanggan berpengaruh terhadap loyalitas pelanggan, (3) harga tidak berpengaruh terhadap loyalitas pelanggan, (4) secara tidak langsung kualitas produk dan harga berpengaruh terhadap loyalitas pelanggan melalui kepuasan pelanggan. Kata Kunci : Kualitas Produk, Harga, Kepuasan Pelanggan, Loyalitas Pelanggan ABSTRACT This study aims to examine the effect of product quality and price on customer satisfaction and customer loyalty. The method used was a questionnaire with a survey method distributed to 100 respondents. The population in this study were STEI Rawamangun students. Data processing method uses PLS (Partial Least Square) using SmartPLS (3.2.8). The results of the study prove that (1) product quality and price have a effect on customer satisfaction, (2) product quality and customer satisfaction have a effect on customer loyalty, (3) price does not significantly influence customer loyalty, (4) as a indirectly product quality and price have a effect on customer loyalty through customer satisfaction. Keywords: Product Quality, Price, Customer Satisfaction, Customer Loyalty

Item Type:	Thesis (Skripsi)
Contributors:	Contribution Contributors NIDN Email Thesis advisor Budiono, Budiono UNSPECIFIED UNSPECIFIED
Subjects:	Manajemen > Manajemen Pemasaran
Divisions:	S1 Manajemen
Depositing User:	Ridho Adi Nugroho
Date Deposited:	23 Dec 2021 07:07
Last Modified:	23 Dec 2021 07:07
URI:	http://repository.stei.ac.id/id/eprint/6384

Actions (login required)

View Item