Pengaruh Strategic Total Quality Management, Corporate Image Dan Service Quality Terhadap Loyalitas Pelanggan Pada PT X Di Bidang Barang Dan Jasa

Tannama, Derry (2026) Pengaruh Strategic Total Quality Management, Corporate Image Dan Service Quality Terhadap Loyalitas Pelanggan Pada PT X Di Bidang Barang Dan Jasa. Masters thesis, Institut Teknologi Sepuluh Nopember.

Text 6032202121-Master_Thesis.pdf - Accepted Version Restricted to Repository staff only Download (3MB) | Request a copy

Abstract

Loyalitas Pelanggan menjadi salah satu peranan penting yang mempengaruhi performa bisnis perusahaan. Perusahaan harus mampu melakukan identifikasi variabel kualitas (STQM), kepuasan pelanggan (SERVQUAL) dan Corporate Image (CI) yang berpengaruh signifikan terhadap loyalitas pelanggan dan memiliki fokus strategi dalam menjaga performa perusahaan. Terdapat 116 responden pelanggan untuk menilai variabel yang berpengaruh terhadap Loyalitas Pelanggan dengan menggunakan metode Analisa Regresi Linier Berganda. Variabel yang berpengaruh signifikan terhadap Loyalitas Pelanggan dengan nilai p-value dimana Variabel STQM dengan Dimensi X1 (Kebutuhan Pelanggan) dengan nilai p-value=0,036 ; Variabel SERVQUAL= Dimensi X10 (Bukti Fisik) dengan nilai p-value=0,029; Variabel CI = Dimensi X15 (Dinamis) dengan nilai p-value=0,036, X17 (Pengetahuan Bisnis) dengan nilai p-value=0,028 dan X20 (Terbuka) dengan nilai p-value=0,03. Untuk menentukan rekomendasi prioritas strategi menggunakan Analytic Hierarcy Process (AHP) dengan mengambil kuesioner kepada 10 orang Manajerial Puncak PT X. Didapatkan hasil rekomendasi prioritas berdasarkan peringkat dengan bobot Eigen Vector dimana prioritas pertama Kebutuhan Pelanggan dengan bobot 0,443; diikuti dengan Dinamis dengan bobot 0,275; Pengetahuan Bisnis dengan bobot 0,161; Terbuka dengan bobot 0,068, dan Bukti Fisik dengan bobot 0,052. Dari penelitian ini Perusahaan X telah mendapatkan rekomendasi untuk fokus pada pengaplikasian strategi perusahaan yaitu kebutuhan pelanggan dimana bobot yang cukup besar signifikan dari alternatif strategi lainnya diikuti oleh alternatif strategi lainnya dalam mencapai Loyalitas Pelanggan.

====================================================================================================================================

Customer loyalty gets crucial role in influencing a company’s business performance. Companies must be able to identify quality-related variables, namely Strategic Total Quality Management (STQM), Customer Satisfaction (SERVQUAL), and Corporate Image (CI), that have a significant impact on Customer Loyalty and to establish strategic priorities to sustain corporate performance. A total of 116 customer respondents were involved to evaluate the variables influencing customer loyalty using the Multiple Linear Regression Analysis method. The results indicate that several variables have a statistically significant effect on Customer Loyalty based on their p-values, were STQM variable represented by Dimension X1 (Customer Needs) with a p-value of 0.036; SERVQUAL variable represented by Dimension X10 (Tangibles) with a p-value of 0.029; and Corporate Image variable represented by Dimension X15 (Dynamic) with a p-value of 0.036, Dimension X17 (Business Knowledge) with a p-value of 0.028, and Dimension X20 (Openness) with a p-value of 0.030. To determine strategic priority recommendations, the Analytic Hierarchy Process (AHP) was employed by distributing questionnaires to 10 top-level managers of Company X. The results produced priority recommendations based on eigenvector weights, where Customer Needs ranked first with a weight of 0.443; followed by Dynamic with a weight of 0,275; Business Knowledge with a weight of 0,161 ; Openness with a weight of 0,068 and Tangible with a weight of 0,052 . Based on the findings of this study, Company X has obtained strategic recommendations to focus on the implementation of Customer Needs where significantly hinger weight compared to other strategic alternatives followed by other strategic alternatives in order to achieve and enhance customer loyalty.

Item Type:	Thesis (Masters)
Uncontrolled Keywords:	Kualitas, Kepuasan Pelanggan, Corporate Image , Loyalitas Pelanggan, Regresi Linier Berganda, Anaytic Hierarcy Process, Quality, Customer Satisfaction, Corporate Image , Customer Loyalty, Multilinear Regression, Anaytic Hierarcy Process
Subjects:	H Social Sciences > HA Statistics > HA31.35 Analysis of variance H Social Sciences > HA Statistics > HA31.3 Regression. Correlation. Logistic regression analysis. 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. H Social Sciences > HD Industries. Land use. Labor > HD30.28 Planning. Business planning. Strategic planning. H Social Sciences > HD Industries. Land use. Labor > HD62.15 Total quality management. H Social Sciences > HF Commerce > HF5415.335 Consumer satisfaction H Social Sciences > HF Commerce > HF5415.5 Customer services. Customer relations
Divisions:	61101-Magister Management Technology
Depositing User:	Derry Tannama
Date Deposited:	30 Jan 2026 08:30
Last Modified:	30 Jan 2026 08:30
URI:	http://repository.its.ac.id/id/eprint/129972

Actions (login required)

View Item