Analisis pengaruh kualitas pelayanan dan persepsi harga terhadap kesetiaan pelanggan Dengan kepuasan pelanggan sebagai variabel mediasi Pada warung makan es masuk mojolaban

Primastuty S, Imm (2008) Analisis pengaruh kualitas pelayanan dan persepsi harga terhadap kesetiaan pelanggan Dengan kepuasan pelanggan sebagai variabel mediasi Pada warung makan es masuk mojolaban. Masters thesis, Universitas Sebelas Maret.

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    Abstract

    In the world of service, service quality, price, satisfaction, and customers’ loyalty are common things which have to be paid attention to since these factors can influence the continuity of the service-business. The simultaneous development and maintenance of service quality, namely: tangibility, reliability, responsiveness, assurance, and empathy, has for sure become a part of job descriptions and aims in the service-business. The immediate nucleic challenge for researchers is to identify and understand how the variable of service quality and price influence the customers’ loyalty. Meanwhile, the customers’ satisfaction itself is indeed also influential to their loyalty. Those two things can be utilized to comprehend the satisfied customers and the loyal ones. This research employs 150 respondents as its sample. The meant respondents are the customers of Warung Makan Es Masuk Mojolaban who have done minimally three-time visitations and transactions with the particular warung. The analysis model applied is Structural Equation Modeling, used with the operation of AMOS 5 software. The first result of the test shows that the variables of service quality and price have positive influences on Warung Makan Es Masuk Mojolaban’s customers’ satisfaction. The second result concludes that the service quality and price are also influential to the customers’ loyalty. Finally, the third result comes up with an idea that the customers’ satisfaction indeed positively influences the customers’ loyalty. Key words: Service Quality, Price, Customers’ Satisfaction, and Customers’ Loyalty.

    Item Type: Thesis (Masters)
    Subjects: H Social Sciences > HB Economic Theory
    H Social Sciences > HD Industries. Land use. Labor
    H Social Sciences > HF Commerce
    H Social Sciences > HG Finance
    Divisions: Pasca Sarjana > Magister > Magister Manajemen
    Depositing User: Athiyah
    Date Deposited: 21 Aug 2013 23:33
    Last Modified: 21 Aug 2013 23:33
    URI: https://eprints.uns.ac.id/id/eprint/10297

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