Pengaruh price, promotion, product quality, dan service quality terhadap customer loyalty melalui customer satisfaction pt.sewatoilet Indonesia di Surabaya

Kusuma, Ivan (2017) Pengaruh price, promotion, product quality, dan service quality terhadap customer loyalty melalui customer satisfaction pt.sewatoilet Indonesia di Surabaya. Bachelor thesis, Universitas Pelita Harapan Surabaya.

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Abstract

Toilet portable merupakan toilet yang dapat dipindah- pindahkan dengan mudah. Toilet portable digunakan untuk proyek pembangunan, event-event outdoor, tempat wisata dan rekreasi dan tempat lainnya. P.T. Sewatoilet Indonesia adalah perusahaan swasta terbesar di Indonesia yang bergerak di bidang toilet portable. . P.T. Sewatoilet Indonesia mempunyai cabang di berbagai kota besar di Indonesia dan merupakan perusahaan swasta terbesar yang bergerak di bidang jasa sewa toilet portable Penelitian ini mempelajari tentang bagaimana pengaruh Price, Promotion, Product Quality, Service Quality PT Sewatoilet Indonesia terhadap Customer Loyalty melalui Customer Satisfaction, khususnya pada penelitian ini para pelanggan PT Sewatoilet di Surabaya. Sampel yang digunakan pada penelitianini yaitu para pelanggan Sewatoilet Indonesia yang tinggal di Surabaya dengan jumlah sampel 52 responden. Untuk pengolahan dan analisa data dalam peneitian ini digunakan analisa regresi logistik multinomial dengan software SPSS sebagai software untuk mengolah data. Hasil analisis menunjukkan bahwa Product Quality (PQ) memberikan pengaruh terbesar yang diikuti dengan Price (PRI) pada peringkat kedua, Promotion (PRO) pada peringkat ketiga dan Service Quality (SQ) pada peringkat terakhir untuk Customer satisfaction. Dari model ditunjukkan bahwa customer satisfaction mempunyai pengaruh terhadap customer loyalty / Portable toilet is a toilet which is easily to be moved which is used in construction projects, outdoor events, recreation places and other places. PT Sewatoilet Indonesia has many branches in big cities in Indonesia and a biggest toilet rental in Indonesia. This research aimed to study the effect of Price, Promotion, Product Quality, Service Quality PT Sewatoilet Indonesia toward Customer Loyalty through Customer Satisfaction, especially for PT Sewatoilet customer in Surabaya. Samples used in this study are customers of Sewatoilet Indonesia which are located in Surabaya. The samples used are 52 respondent. Data from this study was analised using multinomial logistic regression using SPSS software. Results from this study showed that Product Quality (PQ) gave the biggest influence which then followed by Price (PRI), Promotion (PRO) and Service Quality (SQ) respectively toward customer satisfaction. The model also showed that customer satisfaction has influenced customer loyalty

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