Analisis pengaruh perceived quality, terhadap customer loyalty melalui perceived value, customer satisfaction, customer trust pada konsumen indomie di Surabaya

Permatasari, Devina Emily (2018) Analisis pengaruh perceived quality, terhadap customer loyalty melalui perceived value, customer satisfaction, customer trust pada konsumen indomie di Surabaya. Bachelor thesis, Universitas Pelita Harapan Surabaya.

	Text (Title.pdf) Sampul.pdf Restricted to Repository staff only Available under License Creative Commons Attribution Non-commercial Share Alike. Download (1MB)
Preview	Text (Abstract.pdf) abstract.pdf Available under License Creative Commons Attribution Non-commercial Share Alike. Download (88kB) | Preview
Preview	Text (Chapter1.pdf) BAB 1.pdf Available under License Creative Commons Attribution Non-commercial Share Alike. Download (400kB) | Preview
	Text (Chapter2.pdf) BAB 2.pdf Restricted to Registered users only Available under License Creative Commons Attribution Non-commercial Share Alike. Download (208kB)
	Text (Chapter3.pdf) BAB 3.pdf Restricted to Registered users only Available under License Creative Commons Attribution Non-commercial Share Alike. Download (157kB)
	Text (Chapter4.pdf) BAB 4.pdf Restricted to Registered users only Available under License Creative Commons Attribution Non-commercial Share Alike. Download (803kB)
	Text (Chapter5.pdf) BAB 5.pdf Restricted to Registered users only Available under License Creative Commons Attribution Non-commercial Share Alike. Download (137kB)
Preview	Text (Bibliography.pdf) Daftar Pustaka.pdf Available under License Creative Commons Attribution Non-commercial Share Alike. Download (181kB) | Preview
	Text (Appendices.pdf) Lampiran.pdf Restricted to Repository staff only Available under License Creative Commons Attribution Non-commercial Share Alike. Download (741kB)

Abstract

Pada zaman sekarang orang cenderung memilih sesuatu yang serba instan dan lebih berpola hidup konsumtif apalagi didukung dengan banyaknya produsen makanan yang menyediakan makanan praktis/instan (fast food) untuk dikonsumsi. Makanan yang praktis untuk dikonsumsi diantaranya yaitu mie instan. Salah satu merk mie instan yang sudah sangat dikenal dan menjadi favorit bagi sebagian besar warga Indonesia adalah Indomie. Harga Indomie yang ekonomis dan cita rasanya yang telah disesuaikan dengan selera Indonesia membuat produk mie instant Indomie sangat digemari oleh masyarakat. Penelitian ini ditujukan untuk mengetahui dan menganalisa pengaruh variabel Perceived Quality terhadap Customer Loyalty melalui Perceived Value, Customer Satisfaction, dan Customer Trust pada konsumen Indomie di Surabaya. Sampel yang digunakan pada penelitian ini yaitu berdasarkan data dari 100 responden yang berjenis kelamin laki – laki dan perempuan, berdomisili di Surabaya, dengan batasan usia 18 – 60 tahun. Untuk pengolahan dan penganalisaan data dalam penelitian ini yaitu dengan menggunakan SPSS sebagai software untuk mengolah data. Hasil analisis menunjukkan bahwa Statistical product and service solutions (SPSS) dengan software 22.0 sebagai software untuk mengolah data. Temuan empiris tersebut mengindikasikan bahwa pengaruh Customer Satisfaction terhadap Customer Trust memiliki koefisien regresi paling tinggi dengan nilai sebesar 0.588. Perceived Quality terhadap Perceived Value dengan koefisien regresi sebesar 0.528. Perceived Quality dengan Customer Satisfaction dengan koefisien regresi sebesar 0.511. Customer Trust dengan Customer Loyalty dengan koefisien regresi sebesar 0.370. Customer Satisfaction dengan Customer Loyalty dengan koefisien regresi sebesar 0.270 / Nowadays, people seems to prefer something that is instant, and they’re so into consumerism which is supported by so many food manufacturers providing instant (fast) food to be consumed. One example of food that can be consumed instantly is instant noodle. One of the instant noodle brand which is famous and become most Indonesian’s favorite is Indomie. The affordable price and the taste that is already customized according to Indonesian’s taste makes this product became very popular among Indonesian. This research is intended to find out and analysing the influence of variables Perceived Quality towards Customer Loyalty by Perceived Value, Perceived Value, Customer Satisfaction, and Customer Trust to Indomie customers at Surabaya. Samples that are used in this research is based on the data from 100 respondent of man and woman, living at Surabaya, with an age limit of 18 – 60 years old. For processing and analysing data in this research that is using SPPS as software to process data. The analyse shows that Statistical product and service solutions (SPSS) with the software 22.0 as the software to process data. Those empirical findings indicate the influence of Customer Satisfaction towards Customer Trust has the highest regression coefficient with a value of 0.588. Perceived Quality towards Perceived Value with the regression coefficient as high as 0.528. Perceived Quality dengan Customer Satisfaction with the regression coefficient as high as 0.511. Customer Trust with Customer Loyalty with the regression coefficient as high as 0.370. Customer Satisfaction with Customer Loyalty with the regression coefficient as high as 0.270

Actions (login required)

View Item