SAKINA, LUDVIA HANUM (2019) PENGARUH KEPERCAYAAN, LOYALITAS DAN HARGA TERHADAP KEPUASAN KONSUMEN MELALUI KUALITAS PELAYANAN PADA TOKO MASTER FOTO STUDIO KODAK DIGITAL CABANG RUNGKUT DI SURABAYA. Diploma thesis, STIE MAHARDHIKA SURABAYA.
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Abstract
The purpose of this research was to determine the effect of trust (X_1), loyalty (X_2), and price (X_3) on customer satisfaction (Y) through service quality (Z) at the master store of digital Kodak photo studio, Rungkut branch in Surabaya partially or simultaneously. This research is a kind of quantitative research with path analysis method. The population of this research is the rungkut branch Kodak digital photo studio customer master in Surabaya. The research sample was taken as many as 100 respondents who conducted the transaction process in November 2018 and used the probability sampling method with a purposive sampling technique. Data was taken through a questionnaire and processed with SPSS 15.0 software. Tests carried out include validity test, reliability test, classic assumption test, simultaneous test (F), partial test (T), test coefficient of determination (R²), sobel test and path analysis. After testing the proposed hypothesis, the significance value of 0,000 test (F) = (X_1), (X_2), (X_3) to (Z) and (X_1), (X_2), (X_3) and (Z) is measured. (Y). and the results of the (T) regression test 1 trust variable (X_1) obtained a sig value of 0.243 > 0.05. Loyalty variable (X_2) obtained a sig value of 0,000. Variable (X_3) obtained a sig value of 0,000 ... towards service quality (Z). and (T) regression test 2 trust variables (X_1) obtained sig value 0.001, loyalty variable (X_2) obtained sig value 0.320 > 0.05, price variable (X_3) obtained sig value 0.002 and in service quality variable (Z) obtained value sig 0,000. Against customer satisfaction (Y). which means in this research, it turns out that price variables most influence consumer satisfaction.
| Item Type: | Thesis (Diploma) |
|---|---|
| Uncontrolled Keywords: | Trust, Loyalty, Price, Service quality, Consumer satisfaction |
| Subjects: | Manajemen |
| Divisions: | S1 Manajemen |
| Depositing User: | Unnamed user with email lib.stiemahardhika@gmail.com |
| Date Deposited: | 26 Feb 2019 08:59 |
| Last Modified: | 02 Feb 2023 04:26 |
| URI: | http://repository.stiemahardhika.ac.id/id/eprint/335 |
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