Menganalisa kekuatan kualitas pelayanan serta kepuasan pelanggan sebagai faktor-faktor yang mempengaruhi retensi dan loyalitas pelanggan di Restoran Dabu Dabu Lemong Manado = Investigating the strength of service quality, and customer satisfaction as factors affecting customer retention and loyalty at Dabu Dabu Lemong Restaurant Manado

Wowiling, Jennifer Vania (2021) Menganalisa kekuatan kualitas pelayanan serta kepuasan pelanggan sebagai faktor-faktor yang mempengaruhi retensi dan loyalitas pelanggan di Restoran Dabu Dabu Lemong Manado = Investigating the strength of service quality, and customer satisfaction as factors affecting customer retention and loyalty at Dabu Dabu Lemong Restaurant Manado. Bachelor thesis, Universitas Pelita Harapan.

	Text (Title) Title (5).pdf Restricted to Repository staff only Available under License Creative Commons Attribution Non-commercial Share Alike. Download (3MB)
Preview	Text (Abstract) Abstract.pdf Available under License Creative Commons Attribution Non-commercial Share Alike. Download (364kB) | Preview
Preview	Text (ToC) ToC.pdf Available under License Creative Commons Attribution Non-commercial Share Alike. Download (1MB) | Preview
Preview	Text (Chapter1) Chapter1.pdf Available under License Creative Commons Attribution Non-commercial Share Alike. Download (990kB) | Preview
	Text (Chapter2) Chapter2.pdf Restricted to Registered users only Available under License Creative Commons Attribution Non-commercial Share Alike. Download (1MB)
	Text (Chapter3) Chapter3.pdf Restricted to Registered users only Available under License Creative Commons Attribution Non-commercial Share Alike. Download (2MB)
	Text (Chapter4) Chapter4.pdf Restricted to Registered users only Available under License Creative Commons Attribution Non-commercial Share Alike. Download (3MB)
	Text (Chapter5) Chapter5.pdf Restricted to Registered users only Download (467kB)
Preview	Text (Bibliography) Bibliography.pdf Available under License Creative Commons Attribution Non-commercial Share Alike. Download (603kB) | Preview
	Text (Appendices) Appendices.pdf Restricted to Repository staff only Available under License Creative Commons Attribution Non-commercial Share Alike. Download (1MB)

Abstract

Tujuan penelitian ini adalah untuk memberikan gambaran dalam memahami kekuatan kualitas pelayanan dari segi reliability, responsiveness, assurance, empathy, dan tangibles kepada kepuasan pelanggan sebagai faktor yang mempengaruhi retensi dan loyalitas pelanggan Restoran Dabu Dabu Lemong, Manado. Metode penelitian yang digunakan yaitu kuantitatif dengan menggunakan kuesioner yang berisi 37 indikator sebagai alat pengumpulan data. Penelitian dilakukan di Kota Manado, Indonesia dengan jumlah 220 responden yang merupakan pelanggan dari Restoran Dabu Dabu Lemong, Manado. Peneliti menggunakan aplikasi SmartPLS untuk menganalisa outer model dan inner model, sementara model structural mencakup R-Square adjusted, T Statistics, dan P-Value. Hasil penelitian mengungkapkan bahwa semua variabel dalam penelitian ini berhubungan secara positif kecuali variabel responsiveness. / The purpose of this study is to provide an overview in understanding the strength of service quality in terms of reliability, responsiveness, assurance, empathy, and tangibles to customer satisfaction as a factor affecting customer retention and loyalty at Dabu Dabu Lemong Restaurant, Manado. The research method used is quantitative method by using questionnaires containing 37 indicators as a data collection tool. The study was conducted in Manado, Indonesia, with total of 220 respondents who were customers of Dabu Dabu Lemong Restaurant, Manado. The research uses the SmartPLS application to analyse the outer model and inner model, while the structural model includes an adjusted R-Square, T statistics, and P-Value. The results of the study revealed that all the variables in this study were positively related except for the responsiveness variable.

Actions (login required)

View Item