Widjaja, Indrawan (2011) Pengaruh kualitas layanan terhadap loyalitas pelanggan melalui kepercayaan pelanggan dan kepuasan pelanggan pada apotek di Manado = The effect of service quality to customer loyalty through customer trust and customer satisfaction on Manado’s pharmacy. Masters thesis, Universtitas Pelita Harapan.
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Abstract
Membangun loyalitas pelanggan sudah menjadi kebutuhan dari perusahaan yang ingin terus berkembang. Pelanggan yang puas dan percaya akan kualitas layanan dari sebuah perusahaan dipandang akan semakin loyal terhadap perusahaan. Apotek sebagai salah satu jenis usaha yang berada dalam lingkup sektor jasa dinilai perlu untuk memperhatikan kualitas layanannya dalam rangka membangun loyalitas pelanggannya. Tujuan penelitian ini adalah untuk mengetahui pengaruh kualitas layanan terhadap loyalitas pelanggan melalui kepercayaan dan kepuasan pelanggan. Objek penelitian ini adalah jasa yang diberikan oleh apotek di Manado dan subjek penelitian adalah pelanggan apotek di Manado. Variabel pada penelitian ini terdiri dari 1 variabel eksogen dan 3 variabel endogen Masing-masing variabel diukur dengan indikator-indikator dengan jumlah yang berbeda. Populasi yang digunakan dalam penelitian ini adalah seluruh pelanggan apotek di Manado. Jumlah sampel yang digunakan adalah sebesar 120 responden dengan teknik pengambilan sampel yakni judgmental sampling. Instrumen pengumpulan data pada penelitian ini menggunakan kuesioner. Data dianalisis menggunakan teknik Structural Equation Modeling dengan alat analisis Partial Least Square. Hasil analisis Outer Model dan Inner Model menunjukkan bahwa model memenuhi kriteria Goodness of Fit. Hasil penelitian menunjukkan bahwa semua hipotesis yang diajukan dalam penelitian ini diterima. Berdasarkan hasil penelitian diperoleh saran praktis dan teoritis. Saran praktis agar apotek dapat meningkatkan loyalitas pelanggannya lewat perbaikan kualitas layanan. Saran teoritis agar pada penelitian yang akan datang dapat menambahkan variabel-variabel lain yang dapat dipertimbangkan untuk melengkapi penelitian ini / Customer loyalty has become an important thing for any companies which want to have stable growth. Customer which are satisfied and trust the service quality of a company tend to become loyal to the company. Pharmacies as one of the service sector company need to watch their service quality in order to improve the loyalty of their customer. The objective of this study is to investigate the effect of service quality to customer loyalty through customer trust and customer satisfaction on Manado’s pharmacy. This study has 1 endogenous and 3 exogenous variable. Each of them was measured by different number of observed variables. The study population is the Manado’s pharmacy entire customer. The sample size is 120 respondents and was used judgmental sampling technique. The data was collected by questionnaires and it was analyzed using Structural Equation Modeling with Partial Least Square instrument. The Outer Model and Inner model analysis has showed that the model has fulfilled the Goodness of Fit criteria. While the result showed that all of variables have significantly effect to other variable in the hypotheses. There are two implications from the study. First, the Manado’s pharmacy need to increase their customer loyalty by improves their service quality as the practical implication. Second, the future research can add more variable which fit with the model to improve it as the theoretical implication
Item Type: | Thesis (Masters) | ||||||
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Uncontrolled Keywords: | kualitas layanan; kepercayaan; kepuasan; loyalitas pelanggan; service quality; customer trust; customer satisfaction; customer loyalty | ||||||
Subjects: | H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management | ||||||
Divisions: | University Subject > Current > Faculty/School - UPH Surabaya > Business School > Master of Management Current > Faculty/School - UPH Surabaya > Business School > Master of Management |
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Depositing User: | Rafael Rudy | ||||||
Date Deposited: | 15 Nov 2022 08:32 | ||||||
Last Modified: | 15 Nov 2022 08:32 | ||||||
URI: | http://repository.uph.edu/id/eprint/51148 |
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