Ajisaputro, Bayu (2016) Analisa Pengaruh Kualitas Layanan Terhadap Kepuasan Dan Loyalitas Pelanggan Pada Perusahaan Jasa Pelatihan PT. XYZ. Masters thesis, Institut Teknologi Sepuluh Nopember.
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Abstract
Saat ini perkembangan bisnis pada perusahaan jasa pelatihan telah berkembang cukup pesat. Hal ini menyebabkan terjadinya persaingan antar perusahaan yang cukup ketat. Salah satu perusahan jasa pelatihan K3 adalah PT. XYZ yang beroperasi di pulau Batam. Pada periode 2015 jumlah peserta pelatihan di PT. XYZ mengalami penurunan. Hal ini dapat disebabkan oleh rendahnya persepsi pelanggan atas kualitas layanan yang mereka terima terhadap kinerja layanan yang sesungguhnya mereka harapkan serta keluhan dari para peserta. Apabila perusahaan memberikan pelayanan yang prima maka pelanggan akan puas dan berdampak pada terciptanya loyalitas. Pada penelitian ini akan dilakukan analisa pengaruh kualitas layanan terhadap kepuasan dan loyalitas pelanggan pada perusahan jasa pelatihan PT. XYZ. Proses pengambilan data dengan menyebarkan kuesioner kepada 150 responden. Data yang diperoleh dari kuesioner akan dianalisa menggunakan perangkat lunak Structure Equation Modeling (SEM). Hasil penelitian menunjukan kualitas layanan mempunyai pengaruh positif secara langsung terhadap kepuasan pelanggan dengan p-value=0,000. Pada analisa kepuasan pelanggan terhadap loyalitas diperoleh p-value=0,003 yang berarti kepuasan pelanggan mempunyai pengaruh terhadap loyalitas. Namun untuk kualitas layanan terhadap loyalitas pelanggan di dapat hasil tidak ada pengaruh yang signifikan dengan p-value>0,005.
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business of training services have developed rapidly. It leads to competition between companies is quite tight. One of the training services company is PT. XYZ. The company is engaged in occupational health and safety (OHS) training services. In the period of 2015, the number of participants in PT. XYZ has decreased. It can be caused by customer perception is poor to the quality of service that they received and there is complaints from participants. When companies provide excellent service, their customers are satisfied. It will created the customer loyalty. This paper will be analyzed the influence of service quality on customer satisfaction and loyalty in the training services company, PT. XYZ. The retrieval of data by distributing questionnaires to 150 respondents. Data obtained from the questionnaires will be analyzed using Structure Equation Modeling (SEM). The results show that the quality of service has direct positive effect on customer satisfaction with p-value=0.000. In the analysis of customer satisfaction to loyalty obtained p-value=0.003, which means customer satisfaction have influence on loyalty. However, for the quality of service to customer loyalty can result in no significant effect with a p-value> 0.005.
| Item Type: | Thesis (Masters) |
|---|---|
| Additional Information: | RTMT 658.834 2 Aji a-1 3100017068820 |
| Uncontrolled Keywords: | Kualitas layanan, kepuasan pelanggan,Loyalitas Pelanggan |
| Subjects: | H Social Sciences > HF Commerce > HF5415.335 Consumer satisfaction |
| Divisions: | 61101-Magister Management Technology |
| Depositing User: | Yeni Anita Gonti |
| Date Deposited: | 09 Sep 2020 02:08 |
| Last Modified: | 09 Sep 2020 02:08 |
| URI: | http://repository.its.ac.id/id/eprint/81835 |
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