Pramana, Galih Cahya (2017) Analisis Kepuasan Dan Loyalitas Pengguna Kran Air Siap Minum Kota Surabaya Berdasarkan Pengaruh Service Quality Menggunakan Metode Structural Equation Modeling – Partial Least Square. Undergraduate thesis, Institut Teknologi Sepuluh Nopember.
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Abstract
Perusahaan Daerah Air Minum Surya Sembada di Kota Surabaya adalah perusahaan yang bergerak di dalam bidang pelayanan air siap minum yang memiliki kepedulian terhadap masyarakat serta tanggung jawab lingkungan hidup, berupa bantuan sarana Kran Air Siap Minum (KASM). Bertambah banyak Kran Air Siap Minum (KASM) mengakibatkan tidak ada penilaian langsung terkait kepuasan serta loyalitas peng-guna terhadap service quality, padahal Kran Air Siap Minum (KASM) adalah program Corporate Social Responsibility (CSR) dengan sasaran masyarakat. Maka digunakan Importance Performance Analysis (IPA) untuk mengetahui prioritas perbaikan pada indikator service quality. Variabel kepuasan dan loyalitas tidak dapat diukur secara langsung melainkan diukur dengan indikator menggunakan Structural Equation Modeling Partial Least Square (SEM-PLS) untuk mengetahui kebenaran teori terkait hubungan kepuasan, loyalitas, dan service quality. Hasil penelitian menunjukan indikator service quality yang perlu diperbaiki terdapat di kuadran II diagram IPA yaitu penggunaan tuas kran air, kebersihan wadah penampungan air, terdapat sertifikat pengujian dari laboratorium kualitas air, penempatan tata letak strategis, dan tersedia di banyak tempat. Analisis SEM-PLS menghasilkan pengaruh langsung yang signifikan pengaruh service quality terhadap kepuasan pengguna, serta kepuasan dengan loyalitas pengguna. Namun, terdapat pengaruh tidak langsung yang signifikan antara service quality terhadap loyalitas melalui variabel kepuasan sehingga terjadi efek full mediation atau kepuasan sebagai variabel mediator pada model yang terbentuk ================================================================= Perusahaan Daerah Air Minum Surya Sembada (PDAM) in Surabaya is a company which is engaged to potable water service that concerns to the community and responsible to the enviromental, in the form of ready to drink water tap. The amount of ready to drink water tap is increasing and resulting in no direct assessment about user’s satisfaction and loyalty to the service quality, whereas ready to drink water tap is Corporate Social Responsibility (CSR) programme to target community. Thus, Importance Performance Analysis (IPA) is used to know user’s satisfaction related to service quality. The variabel of satisfaction and loyalty can not be measured directly, but is measured by using indicators thus methode Structural Equation Modeling - Partial Least Square (SEM-PLS) is used to find out the relationship between customer satisfaction, customer loyalty, and service quality. The result has showed that priority of service quality’s remedy has been done to the indicators on quadrant II of IPA diagram about used water tap’s lever, cleanliness container of water reservoir, the availability of testing sertificate from water quality laboratory, strategic layout placement, and is available in many places. SEM-PLS analysis has produced there are direct effect and significant between service quality and user’s satisfaction, as well user’s satisfaction and user’s loyalty. Nevertheless, there is significant not directly effect between service quality and loyalty through satisfaction variable, so occurred full mediation effect or user satisfaction as a mediator variable on the model
| Item Type: | Thesis (Undergraduate) |
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| Additional Information: | RSSt 519.536 Pra a |
| Uncontrolled Keywords: | Importance performance analysis, structural equation modeling - partial Least Square, Kran Air Siap Minum, ready to drink water tap |
| Subjects: | H Social Sciences > HA Statistics H Social Sciences > HF Commerce > HF5415.335 Consumer satisfaction |
| Divisions: | Faculty of Mathematics and Science > Statistics > 49201-(S1) Undergraduate Thesis |
| Depositing User: | Galih Cahya Pramana |
| Date Deposited: | 25 Oct 2017 02:09 |
| Last Modified: | 05 Mar 2019 04:06 |
| URI: | https://repository.its.ac.id/id/eprint/48499 |
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