Analisis pengaruh variabel product quality, sales service quality, technical repair service support dan complaint handling service terhadap customer loyalty melalui trust in the supplier pada produk hars di Surabaya

Harsojo, Dianto (2017) Analisis pengaruh variabel product quality, sales service quality, technical repair service support dan complaint handling service terhadap customer loyalty melalui trust in the supplier pada produk hars di Surabaya. Masters thesis, Universtitas Pelita Harapan.

	Text (Title.pdf) sampul_FIX.pdf Restricted to Repository staff only Available under License Creative Commons Attribution Non-commercial Share Alike. Download (2MB)
Preview	Text (Abstract.pdf) Abstrak.pdf Available under License Creative Commons Attribution Non-commercial Share Alike. Download (14kB) | Preview
	Text (Chapter1.pdf) Bab-1.pdf Restricted to Repository staff only Available under License Creative Commons Attribution Non-commercial Share Alike. Download (62kB)
	Text (Chapter2.pdf) Bab-2.pdf Restricted to Registered users only Download (75kB)
	Text (Chapter3.pdf) Bab-3.pdf Restricted to Registered users only Available under License Creative Commons Attribution Non-commercial Share Alike. Download (281kB)
	Text (Chapter4.pdf) Bab-4.pdf Restricted to Registered users only Available under License Creative Commons Attribution Non-commercial Share Alike. Download (783kB)
Preview	Text (Bibliography.pdf) Penutup.pdf Available under License Creative Commons Attribution Non-commercial Share Alike. Download (71kB) | Preview
	Text (Appendices.pdf) Pustaka.pdf Restricted to Repository staff only Available under License Creative Commons Attribution Non-commercial Share Alike. Download (24kB)

Abstract

Di Indonesia pertumbuhan ekonomi dan populasi penduduk dengan usia produktif lebih banyak daripada jumlah lapangan kerja yang tersedia saat ini. Hal ini memicu khususnya para pemuda untuk menciptakan peluangnya sendiri dengan membuka bisnis. Sebagian besar tergolong sebagai pelaku usaha sektor industri Usaha Mikro, Kecil dan Menengah (UMKM). Hars merupakan salah satu sektor industri UMKM yang bergerak dibidang kuliner yang berasal dari Surabaya. Produk Hars Sendiri terdiri dari Terang Bulan dan Martabak dengan berbagai varian rasa. Dalam penelitian ini, adapun faktor-faktor yang diteliti yaitu, product quality, sales service quality, technical repair service support, complaint handling service, dan trust in the supllier di dalam mempengaruhi customer loyalty. Hasil penelitian menunjukkan nilai lamda loading paling besar ditunjukkan oleh pengaruh trust in the supplier terhadap customer loyalty yaitu sebesar 0,665. Selanjutnya adalah pengaruh dari complaint handling service terhadap trust in the supplier yaitu sebesar 0,594. Kemudian pengaruh dari product quality terhadap trust in the supplier yaitu sebesar 0.432. Berikutnya adalah pengaruh dari sales service quality terhadap trust in the supplier dengan nilai koefisien regresi sebesar 0.286 dan yang terakhir adalah pengaruh dari technical repair service support terhadap trust in the supplier dengan nilai koefisien regresi sebesar 0,231. Terkait dengan implikasi praktis Hars kedepannya perlu menambah layanan delivery hal ini tentu akan sangat membantu pelanggan dalam menjangkau produk-produk Hars / In Indonesia economic growth and populations with more productive age than the current number of jobs available. This triggers in particular the youth to create their own opportunities by opening a business. Mostly classified as business actors of industrial sector of Micro, Small and Medium Enterprises (UMKM). Hars is one of the UMKM industry sector engaged in culinary originating from Surabaya. Own Hars product consists of Terang Bulan and Martabak with various flavor variants. In this study, as for the factors studied are, product quality, sales service quality, technical support service support, complaint handling service, and trust in the supplier in influencing customer loyalty. The results showed that the largest factor loading value indicated by the influence of trust in the supplier to customer loyalty that is equal to 0.665. Next is the influence of complaint handling service to trust in the supplier that is equal to 0,594. Then the influence of product quality to trust in the supplier is 0.432. Next is the influence of sales service quality on trust in the supplier with regression coefficient value of 0.286 and the last is the influence of technical repair service support to trust in the supplier with regression coefficient value of 0.231. Related to the practical implications of Hars in the future need to add delivery service this will certainly greatly assist customers in reaching Hars products

Actions (login required)

View Item