ANALISIS PENGARUH KUALITAS PELAYANAN DAN NILAI YANG DIRASAKAN TERHADAP KEPUASAN PELANGGAN DALAM MEMBENTUK LOYALITAS PELANGGAN (SURVEY PENGUNJUNG GRAPARI TELKOMSEL JAKARTA)

Chandra Wirawan, Wahyu (2019) ANALISIS PENGARUH KUALITAS PELAYANAN DAN NILAI YANG DIRASAKAN TERHADAP KEPUASAN PELANGGAN DALAM MEMBENTUK LOYALITAS PELANGGAN (SURVEY PENGUNJUNG GRAPARI TELKOMSEL JAKARTA). Fakultas Ekonomi, Universitas Negeri Jakarta.

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Abstract

The outline of this research is to analyze the effect from service quality toward customer satisfaction, perceived value toward customer satisfaction, service quality toward customer loyalty, perceived value toward customer loyalty, and customer satisfaction toward customer loyalty. Data used was primary data with survey collection method and questionnaire instrument. This research used 200 sample with criteria at least visited GraPari 3 times and understanding the service provided by the company. Location of this research is GraPari Jakarta. Analysis data technique using structural equation modelling (SEM) with tools SPSS Statistics 24 & SPSS AMOS 24. The results of this study are, service quality positively affects customer satisfaction and customer loyalty, perceived value positively affects customer satisfaction and customer loyalty, also customer satisfaction positively affects customer loyalty.

Item Type: Other
Additional Information: dosen pembimbing 1 Dra. Basrah Saidani, M.Si dan dosen pembimbing 2 Andrian Haro, S.Si, M.M
Uncontrolled Keywords: Service Quality, Perceived Value, Customer Satisfaction, Customer Loyalty, GraPari Telkomsel, SEM
Subjects: Student Paper
Teknologi dan Ilmu-Ilmu Terapan (Technology and Applied Science) > Manajemen (Management and Auxiliary Service)
Divisions: Fakultas Ekonomi > S1 Manajemen
Depositing User: Ahmad Afandi
Date Deposited: 15 Mar 2019 01:41
Last Modified: 15 Mar 2019 01:41
URI: http://repository.fe.unj.ac.id/id/eprint/7351

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