Tamam, M. Thoriq (2020) Pengaruh Kualitas Layanan Terhadap Loyalitas Pelanggan Melalui Kepuasan Pelanggan Smartphone Merek Samsung (Studi Pada Mahasiswa S-1 Universitas Brawijaya Malang). Sarjana thesis, Universitas Brawijaya.
Abstract
Penelitin ini bertujuan untuk mengetahui dan menganalisis pengaruh variabel kualitas layanan terhadap loyalitas pelanggan melalui kepuasan pelanggan smartphone merek Samsung pada mahasiswa S1 di Universitas Brawijaya. Jenis penelitian ini adalah explanatory research, artinya menjelaskan tentang ada tidaknya pengaruh antara variabel independen dengan variabel dependen melalui pengujian hipotesis. Data yang digunakan adalah data primer berupa kuesioner yang peneliti sebarkan. Pemilihan sampel yang dilakukan dengan metode purposive sampling. Jumlah responden yang berpartisipasi dalam penelitianini sebanyak 125 responden. Metode dan alat analisis adalah Partial Least Square(PLS) –Structural Equation Model (SEM) untuk menguji hipotesis. Hasil penelitian ini menunjukkan bahwa kualitas layanan memiliki pengaruh signifikan terhadap loyalitas pelanggan, kualitas layanan berpengaruh signifikan terhadap kepuasan pelanggan, kepuasan pelanggan berpengaruh signifikan terhadap loyalitas pelanggan, dan kualitas layanan terbukti berpengaruh signifikan terhadap loyalitas pelanggan dengan dimediasi oleh kepuasan pelanggan.
English Abstract
THE EFFECT OF SERVICE QUALITY ON CUSTOMER LOYALTY THROUGH CUSTOMER SATISFACTION OF SAMSUNG BRAND SMARTPHONE (Study on Undergraduate Students of Universitas Brawijaya Malang) By: M. Thoriq Tamam Faculty of Economics and Business, Universitas Brawijaya thoriqtamam@gmail.com Supervisor: Dr. Drs. Agung Yuniarinto, SE., MS., CMA ABSTRACT This research aims to determine and analyze the effect of service quality variables on customer loyalty through customer satisfaction of Samsung brand smartphones for undergraduate students at Brawijaya University. This type of research is explanatory research, meaning that it explains the influence of the independent variable and the dependent variable through hypothesis testing. The data used are primary data in the form of a questionnaire that researchers distribute. The sample selection is done by using a purposive sampling method. The number of respondents who participated in this study were 125 respondents. The method and analysis tool are the Partial Least Square (PLS) –Structural Equation Model (SEM) to test the hypothesis. The results of this study indicate that service quality has a significant effect on customer loyalty, service quality has a significant effect on customer satisfaction, customer satisfaction has a significant effect on customer loyalty, and service quality is proven to have a significant effect on customer loyalty mediated by customer satisfaction.
Other obstract
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| Item Type: | Thesis (Sarjana) |
|---|---|
| Identification Number: | 0520020459 |
| Uncontrolled Keywords: | Kualitas Layanan, Loyalitas Pelanggan, Kepuasan Pelanggan, Service Quality, Customer Loyalty, Customer Satisfaction |
| Subjects: | 600 Technology (Applied sciences) > 658 General management |
| Divisions: | Fakultas Ekonomi dan Bisnis > Manajemen |
| Depositing User: | Nur Cholis |
| Date Deposited: | 03 Nov 2021 01:38 |
| Last Modified: | 12 Apr 2023 02:37 |
| URI: | http://repository.ub.ac.id/id/eprint/186343 |
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Text (DALAM MASA EMBARGO)
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