Verhis, Michael Johanes Parulian and Andriani Kusumawati, S.Sos., M.Si., DBA (2021) Pengaruh Faktor Kualitas Produk, E- Service Quality Dan Perceived Value Terhadap Kepuasan Pelanggan (Survei Pada Konsumen Netflix). Sarjana thesis, Universitas Brawijaya.
Abstract
Penelitian ini bertujuan untuk (1) menjelaskan dan menganalisis pengaruh Kualitas Produk terhadap Kepuasan Pelanggan, (2) menjelaskan dan menganalisis pengaruh E-Service Quality terhadap Kepuasan Pelanggan, (3) menjelaskan dan menganalisis pengaruh Perceived Value terhadap Kepuasan Pelanggan. Jenis penelitian ini adalah eksplanatori (explanatory research) dengan pendekatan kuantitatif. Variabel yang digunakan dalam penelitian ini adalah Kualitas Produk (X1), E-Service Quality (X2), Perceived Value (X3) dan Kepuasan Pelanggan (Y). Pengumpulan data diperoleh melalui penyebaran kuesioner secara online kepada pelanggan Netflix yang berada di Indonesia serta mengetahui aplikasi Netflix. Sampel yang digunakan dalam penelitian ini sebanyak 223 responden. Teknik pengambilan sampel yang digunakan adalah purposive sampling. Analisis data yang digunakan dalam penelitian ini adalah analisis deskriptif dan analisis regresi linier berganda. Hasil penelitian menunjukkan bahwa variabel Kualitas Produk (X1), E- Service Quality (X2) dan Perceived Value (X3) secara simultan berpengaruh terhadap Kepuasan Pelanggan (Y). Hasil penelitian juga menunjukkan bahwa variabel Kualitas Produk (X1), E-Service Quality (X2) dan Perceived Value (X3) secara parsial berpengaruh terhadap Kepuasan Pelanggan (Y).
English Abstract
This study aims to (1) explain and analyze the effect of Product Quality on Customer Satisfaction, (2) explain and analyze the effect of E-Service Quality on Customer Satisfaction, (3) explain and analyze the effect of Perceived Value on Customer Satisfaction. This type of research is explanatory (explanatory research) with a quantitative approach. The variables used in this study are Product Quality (X1), E- Service Quality (X2), Perceived Value (X3) and Customer Satisfaction (Y). Data collection was obtained by distributing online questionnaires to Netflix subscribers in Indonesia and knowing the Netflix application. The sample used in this study were 223 respondents. The sampling technique used is purposive sampling. The data analysis used in this research is descriptive analysis and multiple linear regression analysis. The results showed that the variables of Product Quality (X1), E-Service Quality (X2) and Perceived Value (X3) simultaneously had an effect on Customer Satisfaction (Y). The results also show that the variables of Product Quality (X1), E-Service Quality (X2) and Perceived Value (X3) partially affect Customer Satisfaction (Y).
| Item Type: | Thesis (Sarjana) |
|---|---|
| Identification Number: | 0521030225 |
| Uncontrolled Keywords: | Kualitas Produk, E-Service Quality, Perceived Value, Kepuasan Pelanggan.,Product Quality, E-Service Quality, Perceived Value, Customer Satisfaction |
| Subjects: | 600 Technology (Applied sciences) > 658 General management |
| Divisions: | Fakultas Ilmu Administrasi > Ilmu Administrasi Bisnis / Niaga |
| Depositing User: | Unnamed user with username nova |
| Date Deposited: | 18 Feb 2022 07:33 |
| Last Modified: | 23 Feb 2022 01:50 |
| URI: | http://repository.ub.ac.id/id/eprint/189846 |
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Text (DALAM MASA EMBARGO)
175030207111033 - MICHAEL JOHANES PARULIAN VERHIS.pdf Restricted to Registered users only until 31 December 2023. Download (3MB) |
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