Nabila Desy Ramadhanty, . (2024) ANALISIS KEPUASAN PELANGGAN TERHADAP LOYALITAS PELANGGAN PADA INDUSTRI MANUFACTURING DI JAKARTA: Studi Kasus pada PT. Kahar Duta Sarana. Tesis thesis, Universitas Pembangunan Nasional Veteran Jakarta.
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Abstract
The purpose of this study is to determine the role of product quality, price, and service quality on customer loyalty through customer satisfaction at PT Kahar Duta Sarana. This research is quantitative in nature, distributing questionnaires to 250 customers of PT Kahar Duta Sarana. The research method used in this study is Partial Least Squares (PLS) to analyze the relationship between product quality, price, service quality, customer satisfaction, and customer loyalty. Data collection was carried out through questionnaires distributed to customers of PT Kahar Duta Sarana. The results of the study show a positive and significant influence between product quality, price, service quality, and customer satisfaction on customer loyalty. There is also an influence of product quality, price, and service quality on customer loyalty through customer satisfaction. Practically, the results of this study can serve as a reference for other researchers who want to understand customer satisfaction and customer loyalty levels from the perspective of product quality, price, and service quality. The specific analysis provided in this study is the relationship between customer satisfaction and customer loyalty in the manufacturing industry, focusing on PT Kahar Duta Sarana.
| Item Type: | Thesis (Tesis) |
|---|---|
| Additional Information: | [No.Panggil: 2210121027] [Pembimbing: Maria Assumpta Wikantari] [Penguji 1: Alfatih Sikki Manggabarani] [Penguji 2: Prasetyo Hadi] |
| Uncontrolled Keywords: | Customer Satisfaction, Product Quality, Price, Service Quality, Customer Loyalty. |
| Subjects: | L Education > L Education (General) |
| Divisions: | Fakultas Ekonomi dan Bisnis > Program Studi Manajemen (S2) |
| Depositing User: | NABILA DESY RAMADHANTY |
| Date Deposited: | 02 Aug 2024 03:12 |
| Last Modified: | 02 Aug 2024 03:12 |
| URI: | http://repository.upnvj.ac.id/id/eprint/31805 |
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