Januarianto, Muhamad Arief Eko (2021) "Pengaruh Servicescapes Dan Perceived Service Quality Terhadap Loyalitas Pelanggan Yang Dimediasi Oleh Kepuasan Konsumen (Survei Pada Konsumen Co-Working Space “Seven Chicken” Kota Malang). Sarjana thesis, Universitas Brawijaya.
Abstract
"Penelitian ini memiliki tujuan berupa (1) mengetahui dan menjelaskan pengaruh Servicescapes terhadap Kepuasan Pelanggan, (2) mengetahui dan menjelaskan pengaruh variabel Perceived Service Quality terhadap Kepuasan Pelanggan, (3) mengetahui dan menjelaskan pengaruh variabel Kepuasan Pelanggan terhadap Loyalitas Pelanggan, (4) mengetahui dan menjelaskan pengaruh Servicescapes terhadap Loyalitas Pelanggan, (5) mengetahui dan menjelaskan pengaruh Perceived Service Quality terhadap Loyalitas Pelanggan. Jenis penelitian menggunakan explanatory research dengan pendekatan kuantitatif. Variabel penelitian ini meliputi Servicescapes, Perceived Service Quality, Loyalitas Pelanggan, dan Kepuasan Pelanggan. Populasi dalam penelitian ini adalah konsumen Coworking Space “Seven Chicken” Kota Malang dengan usia minimal 18 tahun. Sampel penelitian ini 113 responden dengan menggunakan purposive sampling dan kuesioner atau angket sebagai metode pengumpulan data. Analisis data dan analisis regresi setiap menggunakan analisis statistik induktif dan analisis jalur diolah menggunakan software IBM SPSS versi 25. Hasil analisis linear berganda memberikan informasi variabel bebas yaitu Servicescapes (X1) dan Perceived Service Quality (X2) berpengaruh terhadap variabel terikat yaitu Loyalitas Pelanggan (Y) yang dimediasi oleh Keputusan Pelanggan (Z), Servicescapes (X1) berpengaruh terhadap variabel terikat yaitu Kepuasan Pelanggan (Z), dan Perceived Service Quality (X2) berpengaruh terhadap variabel terikat yaitu Loyalitas Pelanggan (Y). "
English Abstract
This study has purpose to (1) Identify and explain the effect of Servicescapes on Customer Satisfaction, (2) Identify and explain the influence of Perceived Service Quality on the Costumer Satisfaction, (3) Identify and explain the influence of Customer Satisfaction on Customer Loyalty, (4) Identify and explain the effect of Servicescapes on Customer Loyalty, (5) Identify and explain the effect of Perceived Service Quality consisting on Customer Loyalty. Type of research uses an explanatory with quantitative approach. Vaariables of research includes Servicescapes, Perceived Service Quality, Customer Loyalty, and Costumer Satisafction. Population of this research are costumers of Co-working Space “Seven Chicken” in Malang city with 18 years old as minimum age. Samples of research used 113 respondents taken using pi\urposive sampling and quesstionnaire as data’s collection method. Data analysis and linear regression analysis used inductuve statistical analysis and path analysis were processed using IBM SPSS version 25 software. The result of the multiple linear regression analysis gives information that the independent variabels namely Servicescapes (X1) and Perceived Service quality (X2) has a effect on dependent variabel namely Customer Loyalty (Y) which inerted by Customer Satisfaction (Z), Servicescapes (X1) has a effect on the intervening variabel Customer Satisfaction (Z), Perceived Service Quality (X2) has a effect on the dependent variabel Customer Loyalty (Y), and Perceived Service Quality (X2) has effect on the dependent variabel Customer Loyalty (Y).
Other obstract
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| Item Type: | Thesis (Sarjana) |
|---|---|
| Identification Number: | 052103 |
| Divisions: | Fakultas Ilmu Administrasi > Ilmu Administrasi Bisnis / Niaga |
| Depositing User: | Unnamed user with username nurmasudah |
| Date Deposited: | 24 Oct 2021 01:36 |
| Last Modified: | 22 Feb 2022 07:28 |
| URI: | http://repository.ub.ac.id/id/eprint/185693 |
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Text (DALAM MASA EMBARGO)
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