Salim, Daniel (2020) The Effect or Product Quality towards Customer Loyalty = Pengaruh Kualitas Produk terhadap Kesetiaan Pelanggan. Bachelor thesis, Universitas Pelita Harapan.
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Abstract
The main purpose of this research is to examine whether there is an effect of product quality on customer loyalty in the hope of finding a relationship between product quality and customer loyalty. In the view of writer, relatively few problems often arise in customer loyalty. Researchers argue that product quality could be a factor in this problem. This study uses quantitative methods and IBM SPSS Statistics v.25 as a number analysis tool obtained by researchers from research surveys. Some methods of analyzing writer's tests also consist of validity tests, reliability tests, normality tests, linearity test, heteroscedasticity test, determination test, linear regression tests, and hypothesis tests. Hypothesis testing in this study using the t-test had 4.936 results and passed the t table limit (2.024) showing the quality of the product had an influence on customer loyalty. Reinforced by the results of the determination test which showed an effect of 39.1% caused by product quality on customer loyalty The conclusion from this study shows that there is an effect of product quality on customer loyalty, therefore researchers suggest the need for special attention to product quality to increase customer loyalty / Adapun tujuan utama dalam penelitian ini untuk meneliti ada tidaknya pengaruh kualitas produk terhadap kesetiaan pelanggan dengan harapan menemukan hubungan kualitas produk dengan kesetiaan pelanggan. Dalam pandangan peneliti, beberapa permasalahan relatif sering muncul dalam kesetiaan pelanggan. Peneliti berpendapat bahwa kualitas produk bisa jadi faktor dalam permasalahan ini. Penelitian ini menggunakan metode kuantitatif dan IBM SPSS Statistics v.25 sebagai perangkat analisa angka yang didapatkan oleh peneliti dari survei penelitian. Beberapa metode analisis pengujian peneliti juga terdiri dari uji validitas, uji realibilitas, uji normalitas, uji linearitas, uji heteroskedastisitas, uji determinasi, uji regeresi linear, dan uji hipotesis. Uji hipotesis dalam penelitian ini yang menggunakan t-test memiliki hasil 4.936 dan melewati batas tabel t (2.024) menunjukkan kualitas produk memiliki pengaruh terhadap kesetiaan pelanggan. Dipertegas oleh hasil dari uji determinasi yang menunjukkan adanya efek sebanyak 39.1% yang ditimbulkan oleh kualitas produk terhadap kesetiaan pelanggan. Kesimpulan dari penelitian ini menunjukkan bahwa adanya efek dari kualitas produk terhadap kesetiaan pelanggan sehingga peneliti menyarankan perlunya perhatian khusus terhadap kualitas produk jika ingin meningkatkan kesetiaan pelanggan
Item Type: | Thesis (Bachelor) | ||||||||
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Uncontrolled Keywords: | Product Quality; Customer Loyalty | ||||||||
Subjects: | H Social Sciences > HD Industries. Land use. Labor H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management |
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Divisions: | University Subject > Current > Faculty/School - UPH Medan > Business School > Management Current > Faculty/School - UPH Medan > Business School > Management |
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Depositing User: | Users 8991 not found. | ||||||||
Date Deposited: | 07 Aug 2020 07:47 | ||||||||
Last Modified: | 17 Jan 2022 09:28 | ||||||||
URI: | http://repository.uph.edu/id/eprint/9806 |
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