Umaamah, - (2018) Pengaruh Kualitas Layanan Terhadap Kepuasan Pelanggan Yang Dimediasi Oleh Kepercayaan (Studi Pada Mahasiswa Di Ldc Feb Ub). Sarjana thesis, Universitas Brawijaya.
Abstract
Penelitian ini bertujuan menganalisis pengaruh kualitas layanan terhadap kepuasan pelanggan melalui kepercayaan sebagai variabel mediasi pada mahasiswa di LDC FEB UB. Jenis penelitian yang digunakan adalah explanatory research yang menjelaskan hubungan kausal antara variabel–variabelnya melalui pangujian hipotesis. Sampel responden diambil sejumlah 200 orang menggunakan teknik non-probability sampling dengan metode purposive sampling. Uji instrumen penelitian menggunakan uji validitas, dan reliabilitas. Teknik analisis data dan uji hipotesis menggunakan analisis jalur (path analisys) dengan software PASW serta uji mediasi menggunakan sobel test. Hasil pengujian menunjukkan adanya pengaruh positif dan signifikan antara kualitas layanan dan kepercayaan terhadap kepuasan pelanggan. Sedangkan kepercayaan memiliki peran sebagai mediasi parsial agak lemah. Dengan hasil ini, diharapkan LDC FEB UB dapat mempertahankan indikator-indikator variabel yang memiliki pengaruh dominan seperti tangible untuk variabel kualitas layanan, keramahan dan sifat menghargai untuk variabel kepuasan pelanggan, serta reputasi yang baik untuk variabel kepercayaan
English Abstract
The objective of this study on students at LDC FEB UB is to analyze the influence of service quality on customer satisfaction through trust as the mediator variable. This explanatory research explains causal relationship between variables through hypothesis testing. Using purposive sampling method with non-probability sampling technique, 200 people were selected as the respondents. The instruments of this research were assessed using validity and reliability tests. Data analysis and hypothesis testing were conducted using path analysis in PASW, while the mediation test used Sobel test. The results show that service quality has a positive and significant influence on customer satisfaction with a comparatively low mediation of trust. Therefore, LDC FEB UB should maintain indicators of variables that have dominant influence such as tangibles for service quality, friendliness and respect for customer satisfaction, and good reputation for trust
| Item Type: | Thesis (Sarjana) |
|---|---|
| Identification Number: | SKR/FE/2018/719/051900729 |
| Uncontrolled Keywords: | Kualitas Layanan, Kepuasan Pelanggan, Kepercayaan, LDC FEB UB, service quality, customer satisfaction, trust, LDC FEB UB |
| Subjects: | 600 Technology (Applied sciences) > 658 General management > 658.3 Personnel management (human resource management) > 658.31 Elements of personnel management > 658.314 Motivation, morale, discipline > 658.314 2 Incentives > 658.314 22 Job satisfaction |
| Divisions: | Fakultas Ekonomi dan Bisnis > Manajemen |
| Depositing User: | Nur Cholis |
| Date Deposited: | 29 Apr 2019 07:35 |
| Last Modified: | 20 Oct 2021 08:57 |
| URI: | http://repository.ub.ac.id/id/eprint/163543 |
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