Analisa Pengaruh Service Quality, Corporate Image, Percived Price Terhadap Customer Loyalty Dengan Customer Satisfaction Sebagai Intervanning

Stefani, Claudia (2020) Analisa Pengaruh Service Quality, Corporate Image, Percived Price Terhadap Customer Loyalty Dengan Customer Satisfaction Sebagai Intervanning. Undergraduate thesis, Universitas Internasional Batam.

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Abstract

Penulis memiliki tujuan skripsi untuk menganalisa pengaruh kualitas layanan, citra perusahaan, harga, pada kesetiaan pelanggan serta mediasi kepuasan pelanggan pada sistem telekomunikasi di Batam. Batam termausuk Kota yanbg pesat menggunakan jaringan telekomunikasi dan bermacam macam provider maka dari itu penulis melalukan penelitian apakah kualitas layanan, citra perusahaan, harga, dan kepuasan pelaggan bisa berpengaruh terhadap kesetiaan pelanggan pada provider yang ada di Batam. Penulis ini melakukan penelitian dengan menyebarkan kuesioner sebanyak 350 kuesioner dan mendapat kan reponden sebanyak 350 responden. Kuesioner tersbut di isi dengan orang-orang yang menggunakan provider-provider di kota Batam terutama yang jarang mengganti provider lain. Semua kuesioner yang telah dikumpulkan dan di uji menggunakan aplikasi SPSS versi 22.0 dan Smart PLS 3.0. Hasil studi tersebut menujukkan kualitias layanan terhadap kepuasan pelanggan serta kesetian pelanggan tidak berpengaruh signifikan sedangkan citra perusahaan, harga serta kepuasan pelanggan berpengarh signifikan terhadap kesetian pelanggan. maka dari itu provider Batam dalam Kualitas layanan tidak berpengaruh pada kepuasan pelanggan dan kesetiaan pelanggan.---The author has the purpose of this thesis to analyze the impact of service quality, corporate image, price, on customer loyalty and mediation of customer satisfaction in the telecommunications system in Batam. Batam is a city that is rapidly using telecommunication networks and various kinds of providers, therefore the authors conducted research on whether service quality, company image, price, and customer satisfaction can affect customer loyalty to providers in Batam. This writer conducted research by distributing 350 questionnaires and getting 350 respondents. The questionnaire is filled with people who use providers in Batam city, especially those who rarely change to other providers. All questionnaires that have been collected and tested using the SPSS version 22.0 and Smart PLS 3.0 applications. The outcomes of these studies indicate that service quality on customer satisfaction and customer loyalty does not have a significant effect, while company image, price and customer satisfaction have a significant effect on customer loyalty. therefore Batam providers in service quality have no effect on customer satisfaction and customer loyalty.

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