Amelia, Donna Ina (2019) Pengaruh Kualitas Pelayanan Terhadap Loyalitas Pelanggan Go-Jek Pada Mahasiswa Di Malang dengan Kepuasan Pelanggan Sebagai Variabel Mediator. Sarjana thesis, Universitas Brawijaya.
Abstract
Penelitian ini bertujuan untuk mengetahui apakah terdapat pengaruh kualitas pelayanan terhadap loyalitas pelanggan Go-Jek pada mahasiswa di Malang dengan kepuasan pelanggan sebagai variabel mediator. Teknik pengambilan sampel menggunakan accidental sampling. Subjek penelitian berjumlah 197 mahasiswa. Pada penelitian ini menggunakan tiga buah skala yaitu skala kualitas pelayanan diukur melalui teori Parasuraman, Zeithmal, dan Berry (1988), menggunakan skala milik Nafisa Choirul Mar’ati dan Tri Sudarwanto; pada skala kepuasan pelanggan diukur melalui teori Kotler (2002), menggunakan skala milik Nafisa Choirul Mar’ati dan Tri Sudarwanto; pada skala loyalitas pelanggan diukur melalui teori Oliver (1997), menggunakan skala milik Lukman Jefri Sanjaya dan Dian Ratna Sawitri. Analisis hipotesis menggunakan path analysis. Hasil penelitian ini menunjukkan bahwa tidak terdapat pengaruh kualitas pelayanan terhadap loyalitas pelanggan. Terdapat pengaruh kualitas pelayanan terhadap kepuasan pelanggan. Terdapat pengaruh kepuasan terhadap loyalitas pelanggan. Terdapat pengaruh tidak langsung kepuasan pelanggan sebagai variabel mediator kualitas pelayanan terhadap loyalitas pelanggan.
English Abstract
The purpose of this research is to determine the effect of service quality to customer loyalty in university students in Malang with customer satisfaction as mediator variable. Accidental sampling is used as a sampling technique and obtained as many as 197 university students. 3 Scales or questionnaires are used as the measurement of this study, which are; service quality is measured with scale by Nafisa Choirul Mar’ati and Tri Sudarwanto with theory by Parasuraman, Zeithmal, and Berry (1988); customer satisfaction is measured with scale by Nafisa Choirul Mar’ati and Tri Sudarwanto using Kotler (2002)’s theory; and customer loyalty is measured with scale by Lukman Jefri Sanjaya and Dian Ratna Sawitri using Oliver (1997)’s theory. Path analysis is used for hypothesis analysis. The result shows 4 results; there is no effect of service quality to customer loyalty; there is effect of service quality to customer satisfaction; there is effect of customer satisfaction to customer loyalty; there is indirect effect of customer satisfaction as mediator of service quality to customer loyalty.
| Item Type: | Thesis (Sarjana) |
|---|---|
| Identification Number: | SKR/FISIP/2019/112/051902484 |
| Uncontrolled Keywords: | Kualitas Pelayanan, Kepuasan Pelanggan, Loyalitas Pelanggan, Mahasiswa. Service Quality, Customer Satisfaction, Customer Loyalty, Students. |
| Subjects: | 100 Philosophy, parapsychology and occultism, psychology > 152 Sensory perception, movement, emotions, physiological drives > 152.4 Emotions |
| Divisions: | Fakultas Ilmu Sosial dan Ilmu Politik > Psikologi |
| Depositing User: | Budi Wahyono Wahyono |
| Date Deposited: | 08 Jul 2020 01:41 |
| Last Modified: | 22 Jun 2022 01:57 |
| URI: | http://repository.ub.ac.id/id/eprint/169291 |
![[thumbnail of Donna Ina Amelia (2).pdf]](http://repository.ub.ac.id/style/images/fileicons/text.png) |
Text
Donna Ina Amelia (2).pdf Download (1MB) |
Actions (login required)
 |
View Item |