Mitta, Ditha Kalyana (2022) Pengaruh kualitas produk terhadap kepuasan pelanggan dengan nilai yang diperoleh sebagai mediator dan penggunaan media sosial sebagai moderator: produk Scarlett. Bachelor thesis, Universitas Pelita Harapan.
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Abstract
Constomer satisfaction merupakan aspek yang penting untuk dipelajari oleh perusahaan kecantikan dan perawatan diri. Berkembangnya industri kecantikan dan perawatan diri di Indonesia menarik perhatian peneliti untuk menguji EDT Theory pada objek penelitian Scarlett. Hasil dari penelitian menemukan bahwa product quality berpegaruh positif terhadap customer satisfaction, sedangkan QS dan CPV tidak. Quality of service berpengaruhpositif terhadap customer perceived value, sedangkan product quality tidak. Pengaruh mediasi oleh customer perceived value hanya berpengaruh pada hubungan product quality dan customer satisfaction, sedangkan quality of service pada customer satisfaction tidak. Pengaruh mdoerasi penggunaan media sosial hanya ada pada hubungan product quality dan customer satisfaction. Metode yang digunakan adalah kuantitatif menggunakan program SPSS 26 dan AMOS 26. Jumlah responden yang digunakan adalah 310 responden dengan teknik non-probability sampling.
| Item Type: | Thesis (Bachelor) | ||||||||
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| Uncontrolled Keywords: | Product Quality (PQ); Quality of Service (QS); Customer Perceived Value (CPV); Social Media Usage (SMU); Customer Satisfaction (CS) | ||||||||
| Subjects: | H Social Sciences > H Social Sciences (General) | ||||||||
| Divisions: | University Subject > Current > Faculty/School - UPH Karawaci > Business School > Management Current > Faculty/School - UPH Karawaci > Business School > Management |
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| Depositing User: | Ditha Kalyana Mitta | ||||||||
| Date Deposited: | 23 Dec 2022 02:00 | ||||||||
| Last Modified: | 11 Sep 2023 06:33 | ||||||||
| URI: | http://repository.uph.edu/id/eprint/52002 |
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