Azzaki, Muhammad Nafis and Irfan Kharisma Putra, S.AB., M.AB.. (2023) Pengaruh Kualitas Pelayanan terhadap Loyalitas Pelanggan dengan Kepuasan Pelanggan sebagai Variabel Intervening (Survei Pada Pelanggan PO. 27 Trans). Sarjana thesis, Universitas Brawijaya.
Abstract
Penelitian ini bertujuan untuk (1) Mengetahui pengaruh kualitas pelayanan terhadap kepuasan pelanggan PO. 27 Trans, (2) Mengetahui pengaruh kualitas pelayanan terhadap loyalitas pelanggan PO. 27 Trans, (3) Mengetahui pengaruh kepuasan pelanggan terhadap loyalitas pelanggan PO. 27 Trans, (4) Mengetahui pengaruh kualitas pelayanan terhadap loyalitas pelanggan dengan kepuasan pelanggan PO. 27 Trans sebagai variabel intervening. Penelitian ini merupakan penelitian eksplanatori dengan pendekatan kuantitatif. Pengumpulan data dilakukan melalui survei online dengan menyebarkan kuesioner google forms kepada 100 responden yang telah menggunakan layanan transportasi PO. 27 Trans, dengan menerapkan teknik purposive sampling. Analisis data dilakukan menggunakan metode analisis deskriptif dan analisis jalur (path analysis). Hasil pada penelitian ini menunjukan bahwa Kualitas Pelayanan secara signifikan berdampak positif pada Kepuasan Pelanggan, Kualitas Pelayanan secara tidak signifikan berdampak positif pada Loyalitas Pelanggan, Kepuasan Pelanggan secara signifikan berdampak positif pada Loyalitas Pelanggan, dan Kualitas Pelayanan melalui Kepuasan Pelanggan secara signifikan berdampak positif pada Loyalitas Pelanggan.
English Abstract
This research aims to achieve several objectives: (1) To identify the influence of Service Quality on Customer Satisfaction in PO. 27 Trans, (2) To identify the influence of Service Quality on Customer Loyalty in PO. 27 Trans, (3) To identify the impact of Customer Satisfaction on Customer Loyalty in PO. 27 Trans, and (4) To identify the influence of Service Quality on Customer Loyalty with Customer Satisfaction in PO. 27 Trans as an intervening variable. Employing an explanatory research design with a quantitative approach, data collection for this study involved an online survey distributed through Google Forms questionnaires to 100 respondents who have utilized the transportation services of PO. 27 Trans, employing purposive sampling techniques. Data analysis was carried out using descriptive analysis and path analysis methods. The results of this research indicate that Service Quality significantly and positively influences Customer Satisfaction. However, Service Quality, although positively influencing Customer Loyalty, does so insignificantly. Additionally, Customer Satisfaction significantly and positively impacts Customer Loyalty. Notably, Service Quality, when mediated through Customer Satisfaction, significantly and positively affects Customer Loyalty.
| Item Type: | Thesis (Sarjana) |
|---|---|
| Identification Number: | 0523030925 |
| Uncontrolled Keywords: | Kualitas Pelayanan, Kepuasan Pelanggan, Loyalitas Pelanggan |
| Divisions: | Fakultas Ilmu Administrasi > Ilmu Administrasi Bisnis / Niaga |
| Depositing User: | Endang Susworini |
| Date Deposited: | 28 Mar 2024 06:44 |
| Last Modified: | 28 Mar 2024 06:44 |
| URI: | http://repository.ub.ac.id/id/eprint/217472 |
![[thumbnail of DALAM MASA EMBARGO]](http://repository.ub.ac.id/style/images/fileicons/text.png) |
Text (DALAM MASA EMBARGO)
Muhammad Nafis Azzaki.pdf Restricted to Repository staff only Download (5MB) |
Actions (login required)
 |
View Item |