Pengaruh kualitas layanan dan kepuasan konsumen terhadap loyalitas konsumen pada layanan Riraksu Spa

Lesmana, Hermawan and Makmur, Jeffry Pratama and Velisca, Pamela (2020) Pengaruh kualitas layanan dan kepuasan konsumen terhadap loyalitas konsumen pada layanan Riraksu Spa. Bachelor thesis, Universitas Pelita Harapan.

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Abstract

Penelitian ini bertujuan untuk mengidentifikasi bagaimana dampak kualitas layanan dan kepuasan konsumen terhadap loyalitas konsumen pada Riraksu spa. Pendekatan penelitian ini adalah penelitian kuantitatif dan metode pengumpulan data ini menggunakan cara kuesioner yang dikelola secara pribadi (personally administered questionnaires). Penelitian ini ditunjukan untuk seluruh pelanggan yang meggunakan layanan dari Riraksu spa, dengan jumlah 350 orang yang terdiri dari 161 orang laki-laki dan 189 orang perempuan. Intstrumen yang digunakan untuk mengumpulkan data dalam penelitian ini yaitu kuesioner, yang terdiri dari 35 indikator. Pengujian terhadap kuesioner dilakukan dengan uji validitas dan uji reliabilitas, dan alat yang digunakan untuk menganalisis data adalah PLS-SEM dengan program Smart PLS 3.29. Hasil temuan mengungkapkan bahwa ada hubungan positif antara kualitas layanan dengan kepuasan konsumen, ada hubungan positif antara kepuasan konsumen dengan loyalitas konsumen, dan kepuasan konsumen memediasi antara kualitas layanan dengan loyalitas konsumen./ This study aims to identify how the impact of service quality and customer satisfaction on customer loyalty at Riraksu spa. The approach of this research is quantitative research and this method of data collection uses personally administered questionnaires. This study was shown for all customers who use the services of Riraksu spa, with a total of 350 people consisting of 161 men and 189 women. The instrument used to collect data in this study was a questionnaire, which consisted of 35 indicators. Testing of the questionnaire was carried out with validity and reliability tests, and the tool used to analyze the data was PLS-SEM with the Smart PLS 3.29 program. The findings reveal that there is a positive relationship between Service Quality and Customer Satisfaction, there is a positive relationship between Customer Satisfaction and Customer Loyalty, and Customer Satisfaction mediates between Service Quality and Customer Loyalty.

Item Type: Thesis (Bachelor)
Creators:
CreatorsNIMEmail
Lesmana, HermawanNIM00000023011hermawanlesmana88@gmail.com
Makmur, Jeffry PratamaNIM00000008316jeffrypratama@outlook.com
Velisca, PamelaNIM00000005867pamelavelisca@yahoo.com
Contributors:
ContributionContributorsNIDN/NIDKEmail
Thesis advisorHutabarat, Moses L.P.NIDN0329077202moses.hutabarat@uph.edu
Additional Information: SK 11-16 MAK p
Uncontrolled Keywords: kualitas layanan; kepuasan konsumen; loyalitas konsumen; bukti fisik; empati; daya tanggap; kehandalan; jaminan
Subjects: H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management
Divisions: University Subject > Current > Faculty/School - UPH Karawaci > Business School > Management
Current > Faculty/School - UPH Karawaci > Business School > Management
Depositing User: Users 7713 not found.
Date Deposited: 27 Oct 2020 05:42
Last Modified: 22 Sep 2021 06:06
URI: http://repository.uph.edu/id/eprint/11801

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