Junaidi, Adrian (2023) Pengaruh service quality dan perceived value terhadap customer satisfaction anteraja di wilayah JABODETABEK yang dimediasi oleh variabel trust. Bachelor thesis, Universitas Pelita Harapan.
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Abstract
Penelitian ini bertujuan untuk mengetahui pengaruh Service Quality dan Perceived Value terhadap Customer Satisfaction dengan Trust sebagai variabel mediasi. Penelitian ini menggunakan pendekatan kuantitatif dimana metode pengumpulan datanya menggunakan kuesioner elektronik yang disusun dengan menggunakan Google Form dan dibagikan secara online melalui LINE dan WhatsApp. Teknik penentuan sampel pada penelitian ini menggunakan non- probability sampling dengan metode purposive sampling, dengan jumlah 307 responden. Hasil pengujian hipotesis menunjukan bahwa hipotesis 1, 2, 3, 4, dan 5 didukung, yaitu terdapat pengaruh positif dari Service Quality terhadap Customer Satisfaction, terdapat pengaruh positif dari Perceived Value terhadap Customer Satisfaction, terdapat pengaruh positif dari Trust terhadap Customer Satisfaction, terdapat pengaruh Trust memediasi hubungan antara Service Quality terhadap Customer Satisfaction, dan terdapat pengaruh Trust memediasi hubungan antara Perceived Value terhadap Customer Satisfaction.
| Item Type: | Thesis (Bachelor) | ||||||||
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| Uncontrolled Keywords: | Service Quality; Perceived Value; Customer Satisfaction; Trust | ||||||||
| Subjects: | H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management | ||||||||
| Depositing User: | Adrian Junaidi | ||||||||
| Date Deposited: | 21 Jun 2023 06:30 | ||||||||
| Last Modified: | 21 Jun 2023 06:30 | ||||||||
| URI: | http://repository.uph.edu/id/eprint/56043 |
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