Suwandi, Nur Nugroho Irianto (2019) Pengaruh Relational Benefit Dan Kualitas Layanan Terhadap Kepuasan Pelanggan, Loyalitas Pelanggan Dan Word Of Mouth Pada Klinik Motor Injeksi Mili. Masters thesis, Institut Teknologi Sepuluh Nopember.
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09211750015004 - Manajemen Industri MMT.pdf - Accepted Version Restricted to Repository staff only until 1 October 2023. Download (3MB) | Request a copy |
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Abstract
Perkembangan industri otomotif nasional mengalami peningkatan signifikan karena mengikuti kebutuhan masyarakat. Namun, peningkatan tersebut belum diimbangi dengan pertumbuhan jumlah bengkel pendukung layanan purna jual. Penelitian ini bertujuan untuk mengetahui pengaruh pengaruh relational benefits dan service quality terhadap kepuasan pelanggan, loyalitas pelanggan, dan Word of Mouth (WOM) pada Klinik Bengkel Motor Injeksi Mili. Data dikumpulkan dengan kuesioner dengan sampel 150 pelanggan Klinik Bengkel Motor Injeksi Mili. Teknik analisis yang digunakan menggunakan Structural Equation Model (SEM) dengan menggunakan software AMOS 20.0. Hasil penelitian menunjukkan bahwa confidence benefits, social benefits dan service quality berpengaruh tidak signifikan terhadap kepuasan dan loyalitas pelanggan, sedangkan special treatment benefits berpengaruh signifikan terhadap kepuasan dan loyalitas pelanggan. Kepuasan pelanggan berpengaruh signifikan terhadap loyalitas pelanggan dan WOM. Terakhir, loyalitas berpengaruh signifikan terhadap WOM.
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The development of the national automotive industry has increased significantly because it follows the needs of the community. However, this increase has not been offset by the growth in the number of after-sales service support workshops. This study aims to determine the effects of relational benefits and service quality on customer satisfaction and customer loyalty, even Word of Mouth (WOM) at the Mili Injection Motorbike Workshop Clinic. Data was collected by questionnaire with a sample of 150 customers at Mili Injection Motorbike Workshop Clinic. The analysis technique used is the Structural Equation Model (SEM) using AMOS 20.0 software. The results show that confidence benefits, social benefits and service quality have no significant effect on customer satisfaction, loyalty, even Word of Mouth (WOM), while special treatment benefits have a significant effect on customer satisfaction and loyalty. Customer satisfaction has a significant effect on customer loyalty and WOM. Finally, loyalty has a significant effect on WOM.
| Item Type: | Thesis (Masters) |
|---|---|
| Additional Information: | RTMT 658.834 3 Suw p-1 2019 |
| Uncontrolled Keywords: | Relational Benefits, Service Quality, Kepuasan Pelanggan, Loyalitas Pelanggan, Word of Mouth, Klinik Motor Injection |
| Subjects: | H Social Sciences > HF Commerce > HF5415.127 Market segmentation. Target marketing H Social Sciences > HF Commerce > HF5415.335 Consumer satisfaction |
| Divisions: | Faculty of Business and Management Technology > Management Technology > 61101-(S2) Master Thesis |
| Depositing User: | NUR NUGROHO IRIANTO SUWANDI |
| Date Deposited: | 05 Aug 2021 13:01 |
| Last Modified: | 05 Aug 2021 13:01 |
| URI: | http://repository.its.ac.id/id/eprint/61225 |
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