Zulkarnain, Latifah Ratna (2020) PENGARUH KUALITAS LAYANAN, CITRA PERUSAHAAN DAN PERSEPSI HARGA TERHADAP KEPUASAN PELANGGAN (Studi pada Toko Hasenta Pusat Seragam Sekolah Semarang). Undergraduate thesis, Universitas Stikubank.
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Abstract
Penelitian ini bertujuan untuk menganalisis kualitas layanan,citra perusahaan dan persepsi harga terhadap kepuasan pelanggan Toko Hasenta pusat seraham sekolah semarang. Populasi dalam penilitian ini adalah pelanggan yang telah menjadi pelanggan minimal 2 kali membeli produk hasenta. Jumlah sampel yang diteliti sebanyak 100 responden yang menggunakan teknik pengambilan sampel secara purposive sampling.Teknik pengujian data yang digunakan meliputi uji validitas dengan analisis faktor, uji reliabilitas dengan alpha cronbach, uji Goodness of Fit, analisis regresi berganda, uji hipotesis. Hasil dalam penilitian ini menunjukkan bahwa kualitas layanan berpengaruh terhadap kepuasan pelanggan,citra perusahaan berpengaruh terhadap kepuasan pelanggan,persepsi harga berpengaruh terhadap kepuasan pelanggan. Variabel yang paling besar pengaruhnya terhadap kepuasan pelanggan adalah citra perusahaan yang diikuti dengan persepsi harga dan kualitas layanan. The purpose of this study is to analyze impact of the quality of service, corporate image and perceptions toward customer satisfaction at the Toko Hasenta Semarang school center. The population in this study are customers who have been customers at least 2 times purchase hasenta products. The sample used was 100 respondents who used a sampling technique using purposive sampling. Data testing techniques used included validity testing with factor analysis, reliability testing with Cronbach alpha, Goodness of Fit test, multiple regression analysis, hypothesis testing. The results in this study indicate satisfactory quality of customer satisfaction, company impression of customer satisfaction, price perception of customer satisfaction. The most influential variable on customer satisfaction is the impression the company received with the perception of price and service quality.
| Item Type: | Thesis (Undergraduate) |
|---|---|
| Additional Information: | SKR.V.05.51.1621 NIM.16.05.51.0264 |
| Uncontrolled Keywords: | Kualitas Layanan, Citra Perusahaan, Persepsi Harga, dan Kepuasan Pelanggan |
| Subjects: | H Social Sciences > H Social Sciences (General) |
| Faculty / Institution: | Fakultas Ekonomika dan Bisnis > Program Studi Manajemen |
| Depositing User: | Farida Sri Endaryani |
| Date Deposited: | 11 May 2020 03:55 |
| Last Modified: | 11 May 2020 03:55 |
| URI: | https://eprints.unisbank.ac.id/id/eprint/6740 |
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