Rojie, Siti Mawardah (2022) Analisis Pengaruh Kualitas Layanan Terhadap Loyalitas Pelanggan Melalui Kepuasan Pelanggan Pada CV. Tiga Bersaudara Sejahtera. Other thesis, Sekolah Tinggi Ilmu Manajemen Banjarmasin.
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Abstract
ABSTRAK
Rojie, Siti Mawardah. 2022. “ABSTRAK
Rojie, Siti Mawardah. 2022. “Analisis Pengaruh Kualitas Layanan Terhadap Loyalitas Pelanggan Melalui Kepuasan Pelanggan Pada CV. Tiga Bersaudara Sejahtera”. Skripsi. Program Studi Manajemen, Sekolah Tinggi Ilmu Manajemen Indonesia (STIMI) Banjarmasin, Pembimbing (1) Prima Jaya, Fanlia (2) Nurhikmah.
Tujuan dari penelitian ini adalah untuk mengetahui pengaruh Kualitas Layanan Terhadap Loyalitas Pelanggan Melalui Kepuasan Pelanggan Pada CV. Tiga Bersaudara Sejahtera baik secara parsial maupun simultan.
Jenis penelitian menggunakan metode deskriptif kuantitatif. Populasi dalam penelitian ini adalah pelanggan pada CV. Tiga Bersaudara Sejahtera. Sampel penelitian ini sebanyak 24 responden dengan menggunakan kuesioner. Teknik analisis data yang digunakan regresi linear berganda.
Hasil penelitian ini diketahui bahwa (1) secara parsial Kualitas Layanan berpengaruh signifikan terhadap Kepuasan Pelanggan terbukti pada (2) secara parsial Kualitas Layanan berpengaruh signifikan terhadap Loyalitas Pelanggan (3) secara simultan Kualitas Layanan dan Kepuasan Pelanggan sebagai intervening berpengaruh signifikan terhadap Loyalitas Pelanggan.
Saran peneliti bagi perusahaan, agar perusahaan memberikan kualitas layanan yang lebih baik agar selalu mempertahankan kepuasan pelanggan sehingga terjadinya pembelian secara berulang. Perusahaan juga bisa terus mengembangkan menu makanan yang lebih banyak variasi lagi agar mempertahankan kualitas layanan sehingga mempertahankan rasa kepuasan pelanggan akan produk makanan catering yang diberikan.
Kata Kunci : Kualitas Layanan, Kepuasan Pelanggan, Loyalitas Pelanggan.
ABSTRACT
Rojie, Siti Mawardah. 2022. "Analysis of the Influence of Service Quality on Customer Loyalty through Goals at CV. Tiga Bersaudara Sejahtera". Thesis. Program Studi Manajemen, Sekolah Tinggi Ilmu Manajemen Indonesia (STIMI) Banjarmasin, Advisor (1) Prima Jaya, Fanlia (2) Nurhikmah.
The purpose of this study was to determine the effect of Service Quality on Customer Loyalty through Customers at CV. Tiga Bersaudara Sejahtera, either partially or simultaneously.
This type of research uses descriptive quantitative methods. The population in this study were customers at CV. Tiga Bersaudara Sejahtera. The sample of this study were 24 respondents using a questionnaire. The data analysis technique used was multiple linear regression.
The results of this study note that (1) partially service quality has a significant effect on customers as proven in (2) partially service quality has a significant effect on customer loyalty (3) simultaneously service quality and customers as interventions have a significant effect on customer loyalty.
Researchers suggest for companies, so that companies provide better service quality in order to always maintain customer satisfaction so that purchases occur regularly. The company can also continue to develop a more varied food menu in order to maintain service quality so as to maintain a sense of customer satisfaction with the catering food products provided.
Keywords: Service Quality, Customer, Customer Loyalty.
Z”. Skripsi. Program Studi Manajemen, Sekolah Tinggi Ilmu Manajemen Indonesia (STIMI) Banjarmasin, Pembimbing (1) Prima Jaya, Fanlia (2) Nurhikmah.
Tujuan dari penelitian ini adalah untuk mengetahui pengaruh Kualitas Layanan Terhadap Loyalitas Pelanggan Melalui Kepuasan Pelanggan Pada CV. Tiga Bersaudara Sejahtera baik secara parsial maupun simultan.
Jenis penelitian menggunakan metode deskriptif kuantitatif. Populasi dalam penelitian ini adalah pelanggan pada CV. Tiga Bersaudara Sejahtera. Sampel penelitian ini sebanyak 24 responden dengan menggunakan kuesioner. Teknik analisis data yang digunakan regresi linear berganda.
Hasil penelitian ini diketahui bahwa (1) secara parsial Kualitas Layanan berpengaruh signifikan terhadap Kepuasan Pelanggan terbukti pada (2) secara parsial Kualitas Layanan berpengaruh signifikan terhadap Loyalitas Pelanggan (3) secara simultan Kualitas Layanan dan Kepuasan Pelanggan sebagai intervening berpengaruh signifikan terhadap Loyalitas Pelanggan.
Saran peneliti bagi perusahaan, agar perusahaan memberikan kualitas layanan yang lebih baik agar selalu mempertahankan kepuasan pelanggan sehingga terjadinya pembelian secara berulang. Perusahaan juga bisa terus mengembangkan menu makanan yang lebih banyak variasi lagi agar mempertahankan kualitas layanan sehingga mempertahankan rasa kepuasan pelanggan akan produk makanan catering yang diberikan.
Kata Kunci : Kualitas Layanan, Kepuasan Pelanggan, Loyalitas Pelanggan.
ABSTRACT
Rojie, Siti Mawardah. 2022. "Analysis of the Influence of Service Quality on Customer Loyalty through Goals at CV. Tiga Bersaudara Sejahtera". Thesis. Program Studi Manajemen, Sekolah Tinggi Ilmu Manajemen Indonesia (STIMI) Banjarmasin, Advisor (1) Prima Jaya, Fanlia (2) Nurhikmah.
The purpose of this study was to determine the effect of Service Quality on Customer Loyalty through Customers at CV. Tiga Bersaudara Sejahtera, either partially or simultaneously.
This type of research uses descriptive quantitative methods. The population in this study were customers at CV. Tiga Bersaudara Sejahtera. The sample of this study were 24 respondents using a questionnaire. The data analysis technique used was multiple linear regression.
The results of this study note that (1) partially service quality has a significant effect on customers as proven in (2) partially service quality has a significant effect on customer loyalty (3) simultaneously service quality and customers as interventions have a significant effect on customer loyalty.
Researchers suggest for companies, so that companies provide better service quality in order to always maintain customer satisfaction so that purchases occur regularly. The company can also continue to develop a more varied food menu in order to maintain service quality so as to maintain a sense of customer satisfaction with the catering food products provided.
Keywords: Service Quality, Customer, Customer Loyalty.
Item Type: | Thesis/Skripsi (Other) |
---|---|
Subjects: | H Social Sciences > HD Industries. Land use. Labor H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management |
Divisions: | Faculty of Law, Arts and Social Sciences > School of Management |
Depositing User: | Alfiannor Alfiannor |
Date Deposited: | 28 Jul 2025 03:29 |
Last Modified: | 28 Jul 2025 03:29 |
URI: | http://repository.stimi-bjm.ac.id/id/eprint/88 |