Gina Sari, . (2015) PENGARUH KUALITAS PRODUK DAN LAYANAN PURNA JUAL TERHADAP KEPUASAN KONSUMEN DAN DAMPAKNYA TERHADAP LOYALITAS KONSUMEN MOTOR HONDA BEAT FI DI KELURAHAN GANDUL. Skripsi thesis, Universitas Pembangunan Nasional Veteran Jakarta.
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Abstract
This Research was conducted to examine the effect of the variable product quality, after-sales service, customer satisfaction to customer loyalty on a motorcycle Honda Beat FI in Sub Gandul. Population in this research is Honda Beat FI consumers residing in Sub Gandul area. In determining the sample size formula that is used in this research were 100 samples using the rules Roscoe. Sampling technique has using a non-probability sampling with purposive sampling technique. The type of data used in this research are primary data. The analysis technique used is path analysis (path analysis) and hypothesis testing using t test and F test with a confidence level of 5%. And the results directly influence product quality to customer satisfaction at 0.327. The direct effect of product quality to customer loyalty by 0.351 if through customer satisfaction by 0.090. The direct effect of the after-sales service customer satisfaction by 0.387. The direct effect of the after-sales service if the customer loyalty through customer satisfaction 0.252 at 0.109. The direct effect of customer satisfaction on customer loyalty by 0.276. If the direct effect of bigger consumer and indirect effect is smaller than the direct effect, it can be concluded that the quality of products and after-sales service has been able to foster customer loyalty to the company.
| Item Type: | Thesis (Skripsi) |
|---|---|
| Additional Information: | [No. Panggil : 1110111069] [Penguji II (Pembimbing) : Yuliniar] [Penguji I : Tati Handayani] [Ketua Penguji : Diana Triwardhani] |
| Uncontrolled Keywords: | Product Quality, After Sales Service, Customer Satisfaction, Customer Loyalty. |
| Subjects: | H Social Sciences > H Social Sciences (General) H Social Sciences > HC Economic History and Conditions |
| Divisions: | Fakultas Ekonomi dan Bisnis > Program Studi Manajemen (S1) |
| Depositing User: | Muamar Khadafi |
| Date Deposited: | 05 Jul 2024 07:27 |
| Last Modified: | 05 Jul 2024 07:27 |
| URI: | http://repository.upnvj.ac.id/id/eprint/30478 |
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