Rahmadana, Mareza Rifky and Dr. Drs. Fatchur Rohman, M.Si. and Radhita Dwi Vata Hapsari, SE., M.M., Ph.D (2023) Pengaruh Service Quality, Peceived Terhadap Value Loyality Dengan Satisfaction Sebagai Variabel Mediasi (Studi Pada Konsumen Rental Perlengkapan Kamera Di Kota Malang). Magister thesis, Universitas Brawijaya.
Abstract
Penelitian ini dilatarbelakangi oleh kesempatan untuk memulai usaha dengan melihat peluang diantara perkembangan media visual dengan kebutuhan alat kamera yang begitu mahal dikalangan masyarakat. Pengusaha rental kamera melihat hal itu sebagai sebuah peluang bisnis dengan membangun usaha rental kamera. Dengan strategi meningkatkan service quality,dan perceived value diharapkan akan memberikan dampak terhadap loyalitas baik secara langsung dan tidak langsung dengan tingkat kepuasan pelanggan sebagai variable mediasi pada pelanggan rental kamera di kota Malang. Jenis penelitian yang dilakukan menggunakan explanatory research dengan metode survey. Sampel berjumlah 175 responden dengan teknik pengambilan nonprobabilty, purposive sampling. Metode analisis menggunakan PLS SEM dengan software warp PLS. Uji instrument penelitian meliputi uji inner model, outer model, konversi diagram jalur, estimasi, goodness of fit dan penguji hipotesis (Resampling Bootstraping).Uji hipotesis langsung menggunakan t-test. Hasil analisis menunjukkan bahwa Service Quality berpengaruh positif dan signifikan terhadap kepuasan pelanggan dan loyalitas pelanggan, Perceived value berpengaruh positif dan signifikan terhadap Satisfaction dan loyalitas pelanggan.
English Abstract
This research was conducted in response to the chances of starting a business by identifying opportunities arising from the development of visual media amid the high price of camera gears for the society. Entrepreneurs see it as an opportunity of making a camera rental business. The objective of this research is to identify the direct effects of service quality and perceived value on the loyalty of camera rental customers in Malang City and their indirect effect through the mediation of customer satisfaction. The data of this explanatory research was harvested from a survey on 175 respondents, who were selected using non-probability sampling method and purposive sampling technique, and was analyzed using PLS SEM in WarpPLS. The research instruments were assessed using inner and outer model test, path diagram conversion, estimation, goodness-of-fit test, and hypothesis tester (resampling bootstrapping). The direct hypothesis test used the t-test. The results of the analysis indicate that service quality positively and significantly affect customer satisfaction and customer loyalty and that perceived value positively and significantly influence customer satisfaction and customer loyalty.
| Item Type: | Thesis (Magister) |
|---|---|
| Identification Number: | 0423020066 |
| Uncontrolled Keywords: | Kunci: Service Quality, Perceived Value, Loyalty, Satisfaction, rental kamera, |
| Subjects: | 600 Technology (Applied sciences) > 658 General management |
| Divisions: | Fakultas Ekonomi dan Bisnis > Manajemen |
| Depositing User: | Unnamed user with username nova |
| Date Deposited: | 15 Dec 2023 02:31 |
| Last Modified: | 15 Dec 2023 02:31 |
| URI: | http://repository.ub.ac.id/id/eprint/205430 |
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Text (DALAM MASA EMBARGO)
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