Murtiyanto, RizkyKurniawan (2013) Pengaruh Kualitas Produk dan Layanan terhadap Kepuasan dan Loyalitas Konsumen pada Pengembang PT. Araya Bumi Megah Malang. Magister thesis, Universitas Brawijaya.
Abstract
Tujuan dari penelitian ini untuk menguji dan menganalisis pengaruh kualitas produk dan kualitas layanan terhadap kepuasan konsumen, menguji dan menganalis pengaruh kualitas produk dan kualitas layanan terhadap loyalitas konsumen pada pengembang PT Araya Bumi Megah Malang. Penelitian yang dilakukan termasuk penelitian penjelasan ( explanatory research ) yaitu menjelaskan hubungan kausal antara variabel peneltian melalui pengujian hipotesa penelitian ini menggunakan sampel sebanyak 34 responden, sedangkan teknik pengambilan sampel menggunakan purposive sampling. Analisis data yang digunakan adalah analisis PLS ( Partial Least System ). Hasil penelitian ini adalah (1) kualitas produik memiliki pengaruh signifikan terhadap kepuasan konsumen (2) kualitas layanan memiliki pengaruh signifikan terhadap kepuasan konsumen (3) kualitas produk memiliki pengaruh signifikan terhadap loyalitas konsumen (4) kualitas layanan memiliki pengaruh signifikan terhadap loyalitas konsumen (5) kepuasan konsumen memiliki pengaruh signifikan terhadap loyalitas konsumen (6) kualitas produk memiliki pengaruh signifikan terhadap loyalitas konsumen apabila melalui kepuasan konsumen (7) kualitas layanan memiliki pengaruh signifikan terhadap loyalitas konsumen apabila melalui kepuasan konsumen.
English Abstract
The study is to examine and analyze the effect of product quality and service quality to customer satisfaction, examine and analyze the effect of product quality and service quality to customer loyalty on developer PT. Araya Bumi Megah Malang. Research study conducted including an explanation (explanatory research) that explain the causal relationship between variables through the course of a study testing the hypothesis of this study used a sample of 34 respondents, while sampling technique using purposive sampling. Data analysis is the analysis of PLS (Partial Least System). The results of this study were (1) product quality have a significant influence to customer satisfaction (2) service quality has a significant influence to customer satisfaction (3) product quality has a significant influence to consumer loyalty (4) service quality has a significant influence to customer loyalty (5 ) consumer satisfaction has a significant influence to consumer loyalty (6) product quality has a significant effect to customer loyalty when through customer satisfaction (7) service quality has a significant influence on customer loyalty when through customer satisfaction.
| Item Type: | Thesis (Magister) |
|---|---|
| Identification Number: | TES/333.33/MUR/p/041309278 |
| Subjects: | 300 Social sciences > 333 Economics of land and energy > 333.3 Private ownership of land |
| Divisions: | S2/S3 > Magister Manajemen, Fakultas Ekonomi dan Bisnis |
| Depositing User: | Endro Setyobudi |
| Date Deposited: | 03 Mar 2014 09:47 |
| Last Modified: | 03 Mar 2014 09:47 |
| URI: | http://repository.ub.ac.id/id/eprint/155826 |
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