ANALISIS PENGARUH SERVICE QUALITY DAN PRODUCT QUALITY TERHADAP CUSTOMER LOYALTY DENGAN MEDIASI PERCEIVED VALUE DAN CUSTOMER SATISFACTION (Studi Kasus Pada Pelanggan Skincare ELLA di Surakarta)

Hastuti, Wahyu Putri (2013) ANALISIS PENGARUH SERVICE QUALITY DAN PRODUCT QUALITY TERHADAP CUSTOMER LOYALTY DENGAN MEDIASI PERCEIVED VALUE DAN CUSTOMER SATISFACTION (Studi Kasus Pada Pelanggan Skincare ELLA di Surakarta). Other thesis, Universitas Sebelas Maret.

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    Abstract

    Tujuan dari penelitian ini adalah untuk menguji peran mediasi nilai yang dirasakan (perceived value) dan kepuasan pelanggan (customer satisfaction) dalam memediasi pengaruh kualitas pelayanan (service quality) dan kualitas produk (product quality) pada customer loyalty pelanggan Skincare ELLA di Surakarta. Selain itu, tujuan dari penelitian ini adalah ingin mengetahui faktorfaktor yang membentuk loyalitas pelanggan Skincare ELLA di Surakarta. Metode survei dipilih untuk digunakan dalam pengumpulan data. Sampel dalam studi ini adalah 200 responden pelanggan Skincare ELLA yang berniat untuk loyal dengan Skincare ELLA di Surakarta. Teknik pengambilan sampelnya menggunakan convenience sampling. Teknik ini dipilih untuk memudahkan pengambilan sampel. Uji validitas dan reliabilitas dilakukan untuk memastikan kualitas data. Structural Equation Model (SEM) adalah metode statistik yang dipilih untuk mengelaborasi hubungan antar variabel, yang masing-masing merupakan unobserved variabel. Hasil pengujian mengindikasi bahwa dari sembilan hipotesis yang diuji, hanya delapan hipotesis yang berpengaruh signifikan antar variabel yaitu service quality mempengaruhi perceived value, service quality mempengaruhi customer satisfaction, product quality mempengaruhi perceived value, product quality mempengaruhi customer satisfaction, product quality mempengaruhi customer loyalty, perceived value mempengaruhi customer loyalty, customer satisfaction mempengaruhi customer loyalty, perceived value mempengaruhi customer satisfaction. Satu hipotesis tidak berpengaruh secara signifikan yaitu service quality mempengaruhi customer loyalty. Dalam penelitian ini, keterbatasan dan implikasi penelitian juga dijelaskan untuk memberikan arahan dalam aspek praktis, teoritis, dan studi kedepan. Kata Kunci: service quality, product quality, perceived value, customer satisfaction, customer loyalty. The purpose of this study was to examine the mediating role of perceived value (perceived value) and customer satisfaction (customer satisfaction) in mediating the effect of service quality (service quality) and product quality (product quality) on customer loyalty ELLA Skincare in Surakarta. In addition, the purpose of this study was determine the factors that shape customer loyalty ELLA Skincare in Surakarta. Survey method was chosen to be used in data collection. The sample in this study was 200 ELLA Skincare’s customers who intend to loyal with the ELLA Skincare in Surakarta. The sample collection technique using convenience sampling. This technique was chosen to facilitate sampling. Validity and reliability to ensure data quality. Structural Equation Model (SEM) is a statistical method chosen to elaborate on the relationship between variables, each of which is an unobserved variable. The test result indicate that out of nine hypotheses were tested, only eight hypotheses between variables that significantly influence service quality affects perceived value, service quality affects customer satisfaction, product quality affects perceived value, product quality affects customer satisfaction, product quality affects customer loyalty, perceived value affects customer loyalty, customer satisfaction affects customer loyalty, perceived value affects customer loyalty. One hypotheses no significant between variables that service quality affects customer loyalty. In this study, limitations and implications of the study are also described to provide guidance on the practical aspects, theoretical, and future studies. Keywords: service quality, product quality, perceived value, customer satisfaction, customer loyalty.

    Item Type: Thesis (Other)
    Subjects: H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management
    Divisions: Fakultas Ekonomi > Manajemen
    Depositing User: Miftahful Purnanda
    Date Deposited: 03 May 2014 17:25
    Last Modified: 03 May 2014 17:25
    URI: https://eprints.uns.ac.id/id/eprint/14489

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