Sari, Nadila Widia (2020) PENGARUH KUALITAS PRODUK, KUALITAS LAYANAN TERHADAP KEPUASAN KONSUMENDAN DAMPAKNYA PADA LOYALITAS PELANGGAN (STUDI PADA PELANGGAN LARISSA). Undergraduate thesis, Universitas Stikubank.
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Abstract
Tujuan dari penelitian ini untuk menjelaskan pengaruh kualitas produk, kualitas layanan, dan kepuasan konsumen terhadap loyalitas pelanggan. Dalam penelitian ini objek yang diteliti adalah klinik kecantikan Skincare Larissa Aesthetic, serta variabel independen dalam penelitian yaitu kualitas produk dan kualitas layanan dan variabel independen yaitu kepuasan konsumen dan loyalitas pelanggan. Penelitian ini memiliki responden yang berjumlah 100. Dengan menggunakan alat pengumpulan data berupa kuesioner melalui Google Form. Semua pertanyaan diukur dengan Skala Likert dengan lima peringkat jawaban sangat setuju sampai sangat tidak setuju. Data yang diolah menggunakan program SPSS 15.Hasil analisis dapat disimpulkan bahwa (1) Kualitas produk berpengaruh positif dan signifikan terhadap kepuasan konsumen (2) Kualitas layanan berpengaruh positif dan signifikan terhadap kepuasan konsumen (3) Kepuasan konsumen berpengaruh positif dan signifikan terhadap loyalitas pelanggan. ABSTRACT The purpose of this study is to explain the effect of product quality, service quality, and customer satisfaction on customer loyalty. In this study the object of study was the beauty clinic Skincare Larissa Aesthetic, and the independent variables in the study were product quality and service quality and the independent variables were customer satisfaction and customer loyalty. This study has 100 respondents. By using a data collection tool in the form of a questionnaire through Google Form. All questions are measured on a Likert Scale with five answer rankings strongly agree to strongly disagree. Data processed using SPSS 15 program. The results of the analysis can be concluded that (1) Product quality has a positive and significant effect on customer satisfaction (2) Service quality has a positive and significant effect on customer satisfaction (3) Constumer satisfaction has a positive and significant effect on customer loyalty.
| Item Type: | Thesis (Undergraduate) |
|---|---|
| Additional Information: | SKR.V.05.51.1693-16.05.51.0195 NIM 16.05.51.0195 |
| Uncontrolled Keywords: | Kata kunci : Kualitas Produk, Kualitas Layanan, terhadap Kepuasan Konsumen dan Dampaknya pada Loyalitas Pelanggan. |
| Subjects: | H Social Sciences > H Social Sciences (General) |
| Faculty / Institution: | Fakultas Ekonomika dan Bisnis > Program Studi Manajemen |
| Depositing User: | Lisa Noviani Maghfiroh |
| Date Deposited: | 20 Oct 2020 02:42 |
| Last Modified: | 20 Oct 2020 02:42 |
| URI: | https://eprints.unisbank.ac.id/id/eprint/7236 |
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