Pengaruh Product Quality dan Service Quality Terhadap Consumer Satisfaction Dengan Consumer Trust Sebagai Variabel Mediasi (Studi pada Supermarket Giant di Masa Pandemi)

Sabatini, Melanov and Prof. Dr. Surachman, and Dr. Sumiati (2021) Pengaruh Product Quality dan Service Quality Terhadap Consumer Satisfaction Dengan Consumer Trust Sebagai Variabel Mediasi (Studi pada Supermarket Giant di Masa Pandemi). Magister thesis, Universitas Brawijaya.

Abstract

ix ABSTRAK Melanov Sabatini : Program Magister Manajemen Pascasarjana Fakultas Ekonomi dan dan Bisnis Universitas Brawijaya. 2021. Pengaruh Product Quality dan Service Quality Terhadap Consumer Satisfaction Dengan Consumer Trust Sebagai Variabel Mediasi (Studi pada Supermarket Giant di Masa Pandemi). Ketua Pembimbing : Surachman, Komisi Pembimbing : Mintarti Rahayu. Penelitian ini bertujuan untuk menguji pengaruh product quality dan service quality terhadap consumer satisfaction baik secara langsung maupun tidak langsung melalui consumer trust selama pandemi Covid-19. Penelitian dilakukan dengan menargetkan konsumen Giant Supermarket di Malang, Jawa Timur. Populasi penelitian adalah konsumen berbelanja online maupun yang datang ke gerai Giant supermarket, baik berbelanja maupun hanya berkunjung saja. Sampel sebesar 100 orang ditentukan dengan metode purposive sampling. Hasil penelitian menunjukkan bahwa product quality, service quality dan consumer trust berpengaruh signifikan positif terhadap consumer satisfaction. Service quality berpengaruh positif signifikan terhadap consumer trust sedangkan product quality tidak berpengaruh signifikan terhadap consumer trust. Consumer trust memediasi secara parsial pengaruh service quality terhadap consumer satisfaction namun tidak memediasi pengaruh product quality terhadap consumer satisfaction.

English Abstract

The objective of this research is to assess the effect of product quality and service quality on consumer satisfaction during the Covid-19 pandemic both directly and indirectly through consumer trust. The target of this study is the customers of Giant Supermarket in Malang, East Java. The population are customers who are both shopping online and offline coming to the store, including those only visiting. The sample was selected through purposive sampling method, resulting in 100 respondents. This study finds that product quality, service quality, and consumer trust have significant and positive effects on consumer satisfaction. Furthermore, service quality positively and significantly influences consumer trust, and product quality has no significant effect on consumer trust. In addition, consumer trust partially mediates the effect of service quality on consumer satisfaction but does not mediate the effect of product quality on consumer satisfaction

Other obstract

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Item Type: Thesis (Magister)
Identification Number: 0421020046
Uncontrolled Keywords: product quality, service quality, consumer satisfaction, consumer trust, product quality, service quality, consumer satisfaction, consumer trust
Subjects: 600 Technology (Applied sciences) > 658 General management
Divisions: S2/S3 > Magister Manajemen, Fakultas Ekonomi dan Bisnis
Depositing User: Nur Cholis
Date Deposited: 03 Feb 2023 01:50
Last Modified: 03 Feb 2023 01:50
URI: http://repository.ub.ac.id/id/eprint/197268
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