Pengaruh Kualitas Produk, Kualitas Pelayanan Dan Harga Terhadap Kepuasan Dan Loyalitas Pelanggan Indihome Di Pekanbaru
| Main Author: | Khadijah |
|---|---|
| Format: | Masters |
| Bahasa: | ind |
| Terbitan: |
Program Pascasarjana Universitas Riau
, 2020
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| Subjects: | |
| Online Access: |
http://lib.pps.unri.ac.id//index.php?p=show_detail&id=3910 http://lib.pps.unri.ac.id//lib/minigalnano/createthumb.php?filename=../../images/docs/Khadijah.PNG.PNG&width=200 |
Daftar Isi:
- RINGKASAN KHADIJAH, NIM 1710246551, Pengaruh Kualitas Produk, Kualitas Layanan dan Harga Terhadap Kepuasan dan Loyalitas Pelanggan Indihome Di Kota Pekanbaru. Dibimbing oleh Samsir dan Jahrizal. Penelitian dilakukan pada Pelanggan Indihome di Kota Pekanbaru. Tujuannya adalah untuk mengetahui efek langsung dari Kualitas Produk, Kualitas Layanan dan Harga terhadap Kepuasan dan Loyalitas Pelanggan . Penelitian ini mengambil Sampel sebanyak 100 orang. Variabel yang digunakan adalah Kualitas Produk, Kualitas Layanan, Harga, Kepuasan Pelanggan dan Loyalitas Pelanggan. Data dianalisis dengan menggunakan analisis SEM (Structural Equation Modelling) yang dioperasikan melalui program Smart PLS 3.2.7 Hasil penelitian menunjukkan bahwa terdapat pengaruh yaitu Kualitas Produk, Kualitas Layanan dan Harga terhadap Kepuasan dan Loyalitas Pelanggan, semakin tinggi tingkat kepuasan Pelanggan maka akan meningkatkan loyality Pelanggan kepada Indihome Kota Pekanbaru. Kata Kunci: Kualitas Produk, Kualitas Layanan,Harga , kepuasan dan Loyalitas SUMMARY KHADIJAH, NIM 1710246551, The Effect of Product Quality, Service Quality and Price on Indihome Customer Satisfaction and Loyalty in Pekanbaru City. Supervised by Samsir and Jahrizal. The study was conducted on Indihome Customers in Pekanbaru City. The aim is to find out the direct effect of Product Quality, Service Quality and Price on Customer Satisfaction and Loyalty. This study took a sample of 100 people. The variables used are Product Quality, Service Quality, Price, Customer Satisfaction and Customer Loyalty. Data were analyzed using SEM (Structural Equation Modeling) analysis which is operated through the Smart PLS 3.2.7 program The results showed that there was an influence namely Product Quality, Service Quality and Price on Customer Satisfaction and Loyalty, the higher the level of customer satisfaction would increase customer loyalty to Indihome Pekanbaru City. Keywords: Product Quality, Service Quality, Price, satisfaction and Loyalty