ANALISIS KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN DIMEDIASI KEPUTUSAN PEMBELIAN PT. CARRAMICA KREASI INDONESIA PASCA PANDEMI COVID 19

Lulu Hana Salsabila, . (2023) ANALISIS KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN DIMEDIASI KEPUTUSAN PEMBELIAN PT. CARRAMICA KREASI INDONESIA PASCA PANDEMI COVID 19. Tesis thesis, Universitas Pembangunan Nasional Veteran Jakarta.

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Abstract

This study analyzes customer satisfaction at PT. Indonesian Creative Carramica. The purpose of this study was to examine the effect of service quality and purchasing decisions on customer satisfaction and to examine the effect of service quality on purchasing decisions. This research is quantitative by distributing questionnaires to 111 Carramica customers. Using the Structural Equation Modeling (SEM) method with the Partial Least Square (PLS) alternative with the Smart-PLS 4.0 program. the results of data analysis show that: (1) Service Quality has a significant effect on Purchasing Decisions of PT. Indonesian Creative Carramica. (2) Service Quality has a significant effect on Customer Satisfaction with PT. Indonesian Creative Carramica. (3) Service Quality has a significant effect on Customer Satisfaction through Purchasing Decisions of PT. Indonesian Creative Carramica.

Item Type: Thesis (Tesis)
Additional Information: [No.Panggil: 21101210234] [Pembimbing 1: Alfatih S Manggabarani] [Pembimbing 2: Miguna Astuti] [Ketua Penguji: Prasetyo Hadi]
Uncontrolled Keywords: Customer Satisfaction, Purchase Decisions, Service Quality.
Subjects: H Social Sciences > H Social Sciences (General)
Divisions: Fakultas Ekonomi dan Bisnis > Program Studi Manajemen (S2)
Depositing User: Lulu Hana Salsabila
Date Deposited: 14 Jul 2023 02:46
Last Modified: 14 Jul 2023 02:46
URI: http://repository.upnvj.ac.id/id/eprint/24097

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