Ilham, Ilham (2022) PENGARUH KUALITAS PELAYANAN DAN PERSEPSI HARGA TERHADAP LOYALITAS PELANGGAN MELALUI KEPUASAN PELANGGAN (Studi Kasus Pada Elbricks Skatepark Cipinang Jaya). Skripsi thesis, Sekolah Tinggi Ilmu Ekonomi Indonesia.
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Abstract
Penelitian ini bertujuan untuk mengetahui seberapa besar pengaruh kualitas pelayanan dan persepsi harga terhadap loyalitas pelanggan melalui kepuasan pelanggan. Penelitian ini menggunakan jenis penelitian asosiatif kuantitatif dan metode penelitian yang digunakan adalah metode survey, data yang diperoleh dari hasil pengumpulan data dengan menggunakan kuesioner. Populasi dalam penelitian ini adalah pelanggan pada Elbricks Skatepark dengan sampel sebanyak 100 responden. Alat analisis yang digunakan yaitu menggunakan Partial Least Squares (PLS) dengan program SmartPLS versi 3.0 dan dievaluasi dengan outer model dan inner model. Hasil penelitian ini menunjukkan bahwa terdapat pengaruh positif langsung kualitas pelayanan, persepsi harga dan kepuasan pelanggan terhadap loyalitas pelanggan, serta pengaruh positif tidak langsung kualitas pelayanan dan persepsi harga terhadap loyalitas pelanggan melalui kepuasan pelanggan pada Elbricks Skatepark Cipinang Jaya. This study aims to determine how the influence of service quality and price perception on customer loyalty through customer satisfaction. This study uses associative quantitative research and the research method used is a survey method, the data obtained from the results of data collection using a questionnaire. The population in this study were customers at Elbricks Skatepark with a sample of 100 respondents. The analytical tool used is Partial Least Squares (PLS) with the SmartPLS version 3.0 program and evaluated with the outer model and inner model. The results of this study indicate that there is a direct positive effect of service quality, price perception and customer satisfaction on customer loyalty, as well as an indirect positive influence on service quality and price perception on customer loyalty through customer satisfaction at Elbricks Skatepark Cipinang Jaya
| Item Type: | Thesis (Skripsi) | ||||||||
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| Uncontrolled Keywords: | Kualitas Pelayanan, Persepsi Harga, Loyalitas Pelanggan dan Kepuasan Pelanggan | ||||||||
| Subjects: | Manajemen > Manajemen Pemasaran | ||||||||
| Divisions: | S1 Manajemen | ||||||||
| Depositing User: | ILHAM | ||||||||
| Date Deposited: | 23 Dec 2022 04:24 | ||||||||
| Last Modified: | 23 Dec 2022 04:24 | ||||||||
| URI: | http://repository.stei.ac.id/id/eprint/9130 |
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