PENGARUH HARGA, LOKASI DAN KUALITAS LAYANAN TERHADAP KEPUASAN KONSUMEN SERTA DAMPAKNYA PADA LOYALITAS KONSUMEN (SURVEY PADA PENGUNJUNG IKEA HOMEFURNISHING ALAM SUTERA)

YENED, PUTI (2016) PENGARUH HARGA, LOKASI DAN KUALITAS LAYANAN TERHADAP KEPUASAN KONSUMEN SERTA DAMPAKNYA PADA LOYALITAS KONSUMEN (SURVEY PADA PENGUNJUNG IKEA HOMEFURNISHING ALAM SUTERA). S1 thesis, Universitas Negeri Jakarta.

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Abstract

ABSTRACT Puti Yened. The effect of price, location, and sevices quality towards customer satisfaction an its impact on loyalty consumer IKEA Alam Sutera, SerpongBanten. Faculty Economics 2016, University state of Jakarta. The purpose of this study was to: (1) to test empirically the impact of price towards customer satisfaction in Ikea Alam Sutera, (2) to test empirically the impact of location towards customer satisfaction in Ikea Alam Sutera, (3) to test empirically the impact of service quality towards customer satisfaction in Ikea Alam Sutera (4) to test empirically the impact of price towards loyalty customer in Ikea Alam Sutera (5) to test empirically the impact of location towards loyalty customer in Ikea Alam Sutera (6) to test empirically the impact of service quality towards customer satisfaction in Ikea Alam Sutera, and (7) to test empirically the impact of customer satisfaction towards customer loyalty (8) to test empirically the impact of location towards loyalty customer and mediated by customer satisfaction (9) to test empirically the impact of service quality towards loyalty customer and mediated by variable customer satisfaction, and (10) to test empirically the impact of customer satisfaction towards loyalty customer and mediated by customer satisfaction in Ikea Alam Sutera. The object of this study was 200 respondents who often buy a product Ikea at least 3 times and for approximately 1 year. Data analysis using SPSS version 19 and SEM (Structural Equation Model) of a statistical package LISREL 8.7 to process and analyze the research data. hypothesis testing results indicate: (1) the impact of price positive and significant on customer satisfaction of 41%, (2) ) the impact of location positive and significant on customer satisfaction of 25%, (3) the impact of servqual is positive and significant on customer satisfaction of 27% (4) the impact of consumer satisfaction positive and significant on consumer loyalty of 22%, (5) the impact price positive and significant on consumer loyalty of 55%, (6) the impact of location is positive and significant on consumer loyalty of 23% (7) the impact of customer satisfaction is positive and significant on consumer loyalty of 21% (8) the impact price is positive and significant on the consumer loyalty mediated by customer satisfaction of 8% (9) the impact of locations is positive and significant on customer loyalty mediated by customer satisfaction of 5% (10) the impact of service quality is positive and significant on customer loyalty mediated by customer satisfaction of 6% Keywords : price, location, service quality, customer satisfaction and loyalty customer.

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