DELANIC, NAOMI FARICA (2019) PENGARUH KUALITAS LAYANAN DAN KEPUASAN PELANGGAN TERHADAP LOYALITAS PELANGGAN MELALUI KEPERCAYAAN DI PEGIPEGI. S1 thesis, Universitas Negeri Jakarta.
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Abstract
Naomi Farica Delanic, 2019; The Influence Of Service Quality and Satisfaction toward Customer Loyalty Trough Trustu Of Pegipegi.Thesis, Jakarta: Management Concentration Marketing, Management Studies Program, Management Department, Faculty of Economics, Jakarta State University. The purpose of this study are: 1) Knowing the influence of service quality on Pegipegi trust in DKI Jakarta 2) Knowing the influence of customer satisfaction on Pegipegi trust in DKI Jakarta 3) Knowing the influence of trust on Pegipegi customer loyalty in DKI Jakarta 4) Knowing the influence of quality service to Pegipegi customer loyalty in DKI Jakarta 5) Knowing the influence of trust on customer loyalty Pegiepegi in DKI Jakarta 6) Knowing the influence of service quality on customer loyalty through Pegipegi trust in DKI Jakarta 7) Knowing the influence of customer satisfaction on customer loyalty through Pegipegi's trust in DKI Jakarta. The analysis conducted in this study is descriptive and explanatory analysis. The study was conducted with 200 Pegipegi customers, while the data collection technique was carried out by distributing questionnaires, which were then processed using LISREL 8.8. The results of the analysis show that: 1) Service quality has a positive influence on Pegipegi's trust 2) Customer satisfaction has a positive influence on Pegipegi's trust 3) Trust has a positive influence on Pegipegi customer loyalty 4) Service quality has a positive influence on Pegipegi's customer loyalty 5) Trust has positive influence on customer loyalty Pegiepegi 6) Service quality has a positive influence on customer loyalty through Pegipegi's trust 7) Customer satisfaction has a positive influence on customer loyalty through Pegipegi's trust. The seven variables have a positive relationship which indicates an improvement from one other variable for the better. Keyword: Service Quality, Satisfaction, Trust, Customer Loyalty.
| Item Type: | Thesis (S1) |
|---|---|
| Additional Information: | Pembimbing I : Agung Kresnamurti Rivai P, S.T.,M.M Pembimbing II: Rahmi, S.E.,M.S.M |
| Subjects: | Teknologi dan Ilmu-Ilmu Terapan (Technology and Applied Science) > Manajemen (Management and Auxiliary Service) Teknologi dan Ilmu-Ilmu Terapan (Technology and Applied Science) > Manajemen (Management and Auxiliary Service) > Layanan Kantor (Office Services) Teknologi dan Ilmu-Ilmu Terapan (Technology and Applied Science) > Manajemen (Management and Auxiliary Service) > Manajemen Umum (General Management) Teknologi dan Ilmu-Ilmu Terapan (Technology and Applied Science) > Manajemen (Management and Auxiliary Service) > Manajemen Umum (General Management) > Manajemen Kontrol dan Kualitas (Control and Quality Management) |
| Divisions: | Fakultas Ekonomi > S1 Manajemen |
| Depositing User: | Budi Siswanto |
| Date Deposited: | 29 Jan 2020 03:09 |
| Last Modified: | 29 Jan 2020 03:09 |
| URI: | http://repository.fe.unj.ac.id/id/eprint/8551 |
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