Rakafathia, Fesa (2014) PENGARUH DIMENSI KUALITAS LAYANAN TERHADAP LOYALITAS PELANGGAN MELALUI KEPUASAN PELANGGAN SEBAGAI VARIABEL INTERVENING DENGAN METODE STRUCTURAL EQUATION MODELING (SEM). S1 thesis, Universitas Sultan Ageng Tirtayasa.
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Pengaruh dimensi kualitas layanan terhadap loyalitas pelanggan melalui kepuasan pelanggan.pdf - Published Version Restricted to Registered users only Download (3MB) |
Abstract
Interrelations of Service Quality Dimensions To Customer Loyalty Through Customer Satisfaction As an intervening variable With Methods Structural Equation Modelling (SEM) Fesa Rakafathia vii 1 , Putiri B.Katili 2 , Sirajuddin 3 1,2,3 Department Of Industrial Engineering Faculty Of Engineering University Of Sultan Ageng Tirtayasa [email protected] 1 , [email protected] 2 , [email protected] 3 ABSTRACT One of the emerging business in Indonesia is a modern retail business. The development happens fast enough that it is marked by the increasing number of modern retail presence in Indonesia such as minimarkets, supermarkets, and hypermarkets which lately has shifted the role of the traditional market. Such a situation poses a very tight competition among retail in Indonesia. PT. X is a services company that sells basic food needs, a variety of breads and pastries, baking ingredients, as well as various plastic or supplies / equipment cakes. This study aims to determine the effect of service quality dimensions on customer satisfaction in PT.X and determine the effect of customer satisfaction on customer loyalty in PT.X. Respondents in this study is that consumers who shop at PT.X with a sample of 115. To find out the customer satisfaction approach PT.X used SERVQUAL dimensions (Reliability, Responsiveness, Assurance, Tangible and Emphaty) and generate customer loyalty. This study uses SEM (Structural Equation Modeling) were processed using computer software LISREL 8.70. The results showed that the reliability of the effect of customer satisfaction of 0.07. Responsiveness to customer satisfaction effect of 0.95. Assurance does not affect the customer satisfaction of -0.01. Tangible not affect the customer satisfaction of -0.21. Empathy towards customer satisfaction impact 0.28. And customer satisfaction to customer loyalty effect at 0.38. Keywords: Structural Equation Modeling, Customer Satisfaction, Customer Loyalty, Servqual, LISREL
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| Additional Information: | Pengaruh Dimensi Kualitas Layanan Terhadap Loyalitas Pelanggan Melalui Kepuasan Pelanggan Sebagai Variabel Intervening Dengan Metode Structural Equation Modelling (SEM) Fesa Rakafathia vi 1 , Putiri B.Katili 2 , Sirajuddin 3 1, 2, 3 Jurusan Teknik Industri Universitas Sultan Ageng Tirtayasa [email protected] 1 , [email protected] 2 , [email protected] 3 ABSTRAK Salah satu bisnis yang mulai berkembang di Indonesia adalah bisnis ritel modern. Perkembangan terjadi cukup cepat yang ditandai dengan semakin banyaknya ritel modern yang hadir di Indonesia seperti minimarket, supermarket, dan hypermarket yang akhir-akhir ini telah menggeser peran pasar tradisional. Situasi seperti ini menimbulkan persaingan yang sangat ketat antar ritel di Indonesia. PT. X merupakan perusahaan pelayanan jasa yang menjual kebutuhan sembako, aneka roti dan kue, bahan-bahan kue, serta aneka plastik atau perlengkapan/peralatan kue. Penelitian ini bertujuan untuk mengetahui pengaruh dimensi kualitas layanan terhadap kepuasan pelanggan di PT.X dan mengetahui pengaruh kepuasan pelanggan terhadap loyalitas pelanggan di PT.X. Responden dalam penelitian ini adalah konsumen yang berbelanja di PT.X dengan jumlah sampel 115. Untuk mengetahui kepuasan pelanggan PT.X digunakan pendekatan dimensi SERVQUAL (Reliability, Responsiveness, Assurance, Tangible dan Emphaty) dan menghasilkan loyalitas pelanggan. Penelitian ini menggunakan metode SEM (Structural Equation Modelling )yang diolah menggunakan perangkat lunak komputer LISREL 8.70. Dari hasil penelitian menunjukkan bahwa reliability terhadap kepuasan pelanggan memberikan pengaruh sebesar 0.07. Responsiveness terhadap kepuasan pelanggan memberikan pengaruh sebesar 0.95. Assurance tidak berpengaruh terhadap kepuasan pelanggan sebesar -0.01. Tangible tidak berpengaruh terhadap kepuasan pelanggan sebesar -0.21. Emphaty terhadap kepuasan pelanggan memberikan pengaruh sebesar 0.28. Dan kepuasan pelanggan terhadap loyalitas pelanggan memberikan pengaruh sebesar 0.38. Kata Kunci : Structural Equation Modelling, Kepuasan Pelanggan, Loyalitas Pelanggan, Servqual,LISREL | |||||||||
| Uncontrolled Keywords: | Structural Equation Modelling, Kepuasan Pelanggan, Loyalitas Pelanggan, Servqual,LISREL Structural Equation Modeling, Customer Satisfaction, Customer Loyalty, Servqual, LISREL | |||||||||
| Subjects: | T Technology > T Technology (General) | |||||||||
| Divisions: | 03-Fakultas Teknik 03-Fakultas Teknik > 26201-Jurusan Teknik Industri |
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| Depositing User: | Perpustakaan Pusat | |||||||||
| Date Deposited: | 03 Nov 2021 03:08 | |||||||||
| Last Modified: | 03 Nov 2021 03:08 | |||||||||
| URI: | http://eprints.untirta.ac.id/id/eprint/4284 |
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