Timo, Fredirikus (2019) Pengaruh Kualitas Produk dan Kualitas Pelayanan Terhahap Loyalitas Pelanggan Dimediasi Kepuasan Pelanggan (Studi Pada Toko Kharisma di Kabupaten Belu Provinsi Nusa Tenggara Timur). Magister thesis, Universitas Brawijaya.
Abstract
Penelitian ini bertujuan untuk mempelajari pengaruh kualitas produk dan kualitas pelayanan terhadap kepuasan pelanggan dan loyalitas pelanggan. Tujuan penelitian ini menjelaskan dan menguji (1) kualitas produk berpengaruh terhadap kepuasan pelanggan toko Kharisma di Atambua, (2) kualitas pelayanan berpengaruh terhadap kepuasan pelanggan toko Kharisma di Atambua, (3) kepuasan pelanggan berpengaruh terhadap loyalitas pelanggan toko Kharisma di Atambua, (4) kualitas produk berpengaruh terhadap loyalitas pelanggan toko Kharisma di Atambua, (5) Pelayanan berpengaruh terhadap loyalitas pelanggan toko Kharisma di Atambua, (6) kepuasan pelanggan memediasi pengaruh kualitas produk terhadap loyalitas pelanggan toko Kharisma di Atambua, (7) kepuasan pelanggan memediasi penagruh kualitas pelayanan terhadap loyalitas pelanggan toko Kharisma di Atambua. Penelitian kuantitatif ini dilakukan pada pelanggan toko Kharisma di Atambua yang berprofesi sebagai petani sebanyak 64 orang. Varibel independennya adalah kualitas produk (X1) dan kualitas pelayanan (X2), variabel dependennya adalah loyalitas pelanggan (Y), dan variabel mediasinya adalah kepuasan pelanggan (Z). Semua variabel diukur menggunakan skala likert, dan pemilihan sampel menggunakan teknik sampling jenuh. Data dianalisis menggunakan analisis deskriptif dan Partial Least Squares (PLS) di SmartPLS 3.0 Penelitian ini menemukan (1) semakin tinggi kualitas produk, maka pembeli yang sering membeli berulang kali semakin puas, (2) semakin tinggi kualitas layanan yang diberikan kepada pelanggan, maka semakin puas pelanggan yang membeli di Toko Kharisma, (3) semakin tinggi kepuasan yang didapat semakin tinggi juga pelanggan yang melakukan pembelian ulang di Toko Kharisma. (4) semakin tinggi kualitas produknya, semakin tinggi pembeli yang melakukan pembelian berulang di Toko Kharisma, (5) semakin tinggi kualitas layanan yang diberikan, maka semakin tinggi juga pembeli yang melakukan pembelian berulang di Toko Kharisma, (6) peran Kepuasan pelanggan secara mediasi mampu menjadi penghubung dari kualitas produk dengan loyalitas pelanggan, (7) peran Kepuasan pelanggan secara mediasi mampu menjadi penghubung dari kualitas layanan dengan loyalitas pelanggan.
English Abstract
This research aims to study the effect of product quality and service quality on customer satisfaction and customer loyalty. The objective of this study is to explain and assess (1) the effect of product quality on the customer satisfaction of Kharisma shop in Atambua; (2) the effect of service quality on the customer satisfaction of Kharisma shop in Atambua; (3) the effect of customer satisfaction on the customer loyalty of Kharisma shop in Atambua; (4) the effect of product quality on the customer loyalty of Kharisma shop in Atambua; (5) the effect of service quality on the customer loyalty of Kharisma shop in Atambua; (6) the mediation of customer satisfaction in the effect of product quality on the customer loyalty of Kharisma shop in Atambua; and (7) the mediation of customer satisfaction in the effect of service quality on the customer loyalty of Kharisma shop in Atambua. The independent variables of this study are product quality (X1) and service quality (X2), the dependent variable is customer loyalty (Y), and the mediator variable is customer satisfaction (Z). All variables were measured using Likert scale, and the samples were selected using saturated sampling technique. The data was analyzed using descriptive analysis and Partial Least Squares (PLS) in SmartPLS 3.0. This study finds that (1) higher product quality increases the satisfaction of repetitive buyers; (2) the higher the service quality provided for customers, the more satisfied Kharisma shop customers become; (3) the higher the satisfaction of the customers, the more customers making repetitive purchases in Kharisma shop become, (4) the higher the quality of the product, the more customers making repetitive purchases in Kharisma shop become; (5) the higher the quality of the service, the more customers making repetitive purchases in Kharisma shop become; (6) customer satisfaction mediates the effect of product quality on customer loyalty; and (7) customer satisfaction mediates the effect of service quality on customer loyalty.
Other obstract
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| Item Type: | Thesis (Magister) |
|---|---|
| Identification Number: | TES/658.834 3/TIM/p/2019/041907668 |
| Uncontrolled Keywords: | QUALITY OF PRODUCTS, CUSTOMER LOYALTY, CONSUMER SATISFACTION |
| Subjects: | 600 Technology (Applied sciences) > 658 General management > 658.8 Managemet of marketing > 658.83 Market research > 658.834 Consumer research > 658.834 3 Consumer attitudes, preferences, reactions |
| Divisions: | S2/S3 > Magister Manajemen, Fakultas Ekonomi dan Bisnis |
| Depositing User: | Budi Wahyono Wahyono |
| Date Deposited: | 03 Jan 2020 03:23 |
| Last Modified: | 25 Oct 2021 02:06 |
| URI: | http://repository.ub.ac.id/id/eprint/177550 |
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