Sastra, Aditya Dwinugraha (2020) Pengaruh Relational Benefits, Service Quality, dan Product Quality terhadap Kepuasan dan Loyalitas Pelanggan. Masters thesis, Institut Teknologi Sepuluh Nopember.
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Abstract
Tingkat penjualan menjadi hal terpenting di Pabrik Karung Rosella Baru dan baru-baru ini terjadi penurunan tingkat penjualan di perusahaan tersebut pada tahun 2019, tingkat penjualan yang menurun ini menjadi kendala untuk berkembangnya perusahaan tersebut. Di samping itu, Pabrik Karung Rosella Baru juga sudah menunjukkan sisi hubungan pelanggan dengan kualitas layanan dan produk sedemikian rupa melalui ketangkasan karyawan, profesionalitas karyawan dan fasilitas yang memberikan kenyamanan, namun tetap belum memberikan dampak signifikan pada kepuasan dan loyalitas pelanggan.
Data dikumpulkan dengan kuesioner dengan sampel 31 pelanggan Pabrik Karung Rosella Baru. Teknik analisis pada penelitian ini menggunakan Partial Least Square (PLS). Hasil penelitian menunjukkan bahwa product quality terdapat pengaruh positif signifikan terhadap kepuasan pelanggan dan tidak berpengaruh terhadap loyalitas pelanggan, dan hasil lain menunjukkan bahwa relational benefits dan service quality juga tidak memiliki pengaruh terhadap kepuasan maupun loyalitas pelanggan. Penelitian ini penting dilakukan untuk menjadi masukan bagi pemangku kepentingan untuk mengetahui peran dari relational benefits, service quality, dan product quality terhadap kepuasan maupun loyalitas pelanggan.
=========================================================The level of sales becomes the most important thing and recently there was a decline in sales levels and became an obstacle to the development of the company in the Rosella New Sack Factory in the company in 2019. Besides, the Rosella Baru Sack Factory has also shown the customer relationship with the quality of services and products through employee agility, employee professionalism, and facilities that provide comfort, but is have not yet had a significant impact on customer satisfaction and loyalty.
Data were collected by questionnaire with 31 customers of the Rosella Baru Sack Factory. The analysis technique in this study uses Partial Least Square (PLS). The results showed that product quality had a significant positive effect on customer satisfaction and had no effect on customer loyalty, and other results showed that relational benefits and service quality also had no effect on customer satisfaction or loyalty. This research is important to be conducted as an input for stakeholders to determine the role of relational benefits, service quality, and product quality on customer satisfaction and loyalty.
| Item Type: | Thesis (Masters) |
|---|---|
| Additional Information: | RTMT 658.834 3 Sas p-1 2020 |
| Uncontrolled Keywords: | Relational Benefits, Service Quality, Producy Quality, Kepuasan Pelanggan, Loyalitas Pelanggan, Partial Least Square |
| Subjects: | H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management H Social Sciences > HD Industries. Land use. Labor > HD30.23 Decision making. Business requirements analysis. |
| Divisions: | Faculty of Business and Management Technology > Management Technology > 61101-(S2) Master Thesis |
| Depositing User: | ADITYA DWINUGRAHA SASTRA |
| Date Deposited: | 22 Jun 2023 07:42 |
| Last Modified: | 22 Jun 2023 07:42 |
| URI: | http://repository.its.ac.id/id/eprint/72988 |
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