Budiyanto, Aris (2022) PENGARUH PRODUCT QUALITY, PRICE PRODUCT DAN AFTER SALES SERVICE TERHADAP CUSTOMER LOYALTY MELALUI CUSTOMER SATISFACTION SEBAGAI VARIABEL INTERVENING (Studi Pada Tunas Toyota Cilegon). Master thesis, Universitas Sultan Ageng Tirtayasa.
![[img]](https://eprints.untirta.ac.id/style/images/fileicons/text.png) |
Text
01. ARIS BUDIYANTO_7776190042 Fulltext.pdf Restricted to Registered users only Download (3MB) |
|
Text
2. ARIS BUDIYANTO_7776190042_bukti cek plagiarisme.pdf Restricted to Registered users only Download (254kB) |
|
Text
3. ARIS BUDIYANTO_7776190042 Cover-Bab I + Daftar Pustaka.pdf Restricted to Registered users only Download (1MB) |
|
Text
4. ARIS BUDIYANTO_7776190042_Bab II.pdf Restricted to Registered users only Download (710kB) |
|
Text
5. TESIS_ARIS BUDIYANTO_7776190042_ Bab III.pdf Restricted to Registered users only Download (312kB) |
|
Text
6. TESIS_ARIS BUDIYANTO_7776190042_Bab IV.pdf Restricted to Registered users only Download (644kB) |
|
Text
7. TESIS_ARIS BUDIYANTO_7776190042 Bab V.pdf Restricted to Registered users only Download (102kB) |
|
Text
8. ARIS BUDIYANTO_7776190042_Daftar Pustaka.pdf Restricted to Registered users only Download (265kB) |
|
Text
9. TESIS_ARIS BUDIYANTO_7776190042_Lampiran.pdf Restricted to Registered users only Download (773kB) |
Abstract
THE EFFECT OF PRODUCT QUALITY, PRICE PRODUCT AND AFTER SALES SERVICE ON CUSTOMER LOYALTY THROUGH CUSTOMER SATISFACTION AS INTERVENING VARIABLES (Study on Tunas Toyota Cilegon) ARIS BUDIYANTO 7776190042 ABSTRACT This study aims to examine and analyze the effect of product quality, product price and after sales service on customer loyalty through customer satisfaction. This research uses descriptive quantitative method with causality approach. The object of research on customers of PT. Tunas Toyota Cilegon uses a sample of 120 respondents. Questionnaire answers were measured using an interval scale of 1 – 10. The data were analyzed using the SmartPLS version 3.29 software. The results of this study stated that: 1). Product quality has an effect on customer loyalty. 2). After sales service has an effect on customer loyalty. 3). Product quality has an effect on customer satisfaction. 4). Product price has an effect on customer satisfaction. 5). After sales service has an effect on customer satisfaction. 6). Product quality has an effect on customer satisfaction. Customer satisfaction can mediate between product quality in partial mediation. After sales service with zero mediation. Keyword: Product Quality, Price Product, After Sales Service, Customer Satisfaction, Customer Loyalty
| Item Type: | Thesis (Master) | |||||||||
|---|---|---|---|---|---|---|---|---|---|---|
| Contributors: |
|
|||||||||
| Additional Information: | Penelitian ini bertujuan untuk menguji dan menganalisis pengaruh product quality, price product dan after sales service terhadap customer loyalty melalui customer satisfaction. Penelitian ini menggunakan metode kuantitatif deskriptif dengan pendekatan kausalitas. Objek penelitian pada pelanggan PT. Tunas Toyota Cilegon menggunakan sampel 120 responden. Jawaban kuesioner diukur menggunakan skala interval 1 – 10. Data dianalisis menggunakan bantuan software SmartPLS Versi 3.29. Hasil penelitian ini menyatakan bahwa: 1). Product quality berpengaruh terhadap customer loyalty. 2). After sales service berpengaruh terhadap customer loyalty. 3). Product quality berpengaruh terhadap customer satisfaction. 4). Price product berpengaruh terhadap customer satisfaction. 5). After sales service berpengaruh terhadap customer satisfaction. 6). Product quality berpengaruh terhadap customer satisfaction. Customer satisfaction dapat memediasi antara product quality secara mediasi parsial. After sales serfice secara zero mediasi. Kata | |||||||||
| Subjects: | H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management H Social Sciences > HD Industries. Land use. Labor > HD61 Risk Management |
|||||||||
| Divisions: | 08-Pascasarjana 08-Pascasarjana > 74101-Magister Ilmu Hukum |
|||||||||
| Depositing User: | Ms Aris Budiyanto | |||||||||
| Date Deposited: | 16 Feb 2023 15:18 | |||||||||
| Last Modified: | 16 Feb 2023 15:18 | |||||||||
| URI: | http://eprints.untirta.ac.id/id/eprint/21678 |
Actions (login required)
 |
View Item |