ABSTRACT. Key words: Quality Of Service, Price, Customer Satisfaction, Customer Loyalty. viii. Universitas Kristen Maranatha
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1 ABSTRACT Customer loyalty for the company can be obtained by creating customer satisfaction. Many factors can create customer satisfaction, the research views of service quality and price. This study tried to identify the effect of customer satisfaction on customer loyalty of PT Telkom Speedy internet at the Faculty of Economics, University Maranatha Christian. Samples were taken using purposive sampling method. Path analysis models used in this study as a model of data analysis. Results of research show that there is a a direct influence service quality against customer satisfaction amounted to 37.6% and price of influential direct against customer satisfaction is amounted to 35.7%. Then the quality of service is not indirectly affect on customer loyalty, and price is not indirectly affect on customer loyalty. Last was no effect of customer satisfaction on customer loyalty. Key words: Quality Of Service, Price, Customer Satisfaction, Customer Loyalty. viii
2 ABSTRAK Loyalitas pelanggan bagi perusahaan dapat diperoleh dengan menciptakan kepuasan pelanggan. Banyak faktor yang dapat menciptakan kepuasan pelanggan, dalam penelitian dilihat dari kualitas layanan dan harga. Penelitian ini mencoba mengidentifikasi pengaruh loyalitas pelanggan melalui kepuasan pelanggan internet Speedy dari PT Telkom pada mahasiswa Fakultas Ekonomi Universitas Kristen Maranatha. Sampel diambil menggunakan metode purposive sampling. Model Path Analysis digunakan dalam penelitian ini sebagai model analisis data. Hasil penelitian menunjukan bahwa terdapat pengaruh langsung kualitas pelayanan terhadap kepuasan pelanggan sebesar 37,6% dan harga bepengaruh langsung terhadap kepuasan pelanggan adalah sebesar 35,7%. Kemudian kualitas layanan tidak berpengaruh secara tidak langsung terhadap loyalitas pelanggan, dan harga tidak berpengaruh secara tidak langsung terhadap loyalitas pelanggan. Terakhir adalah tidak ada pengaruh kepuasan pelanggan terhadap loyalitas pelanggan. Kata kunci: Kualitas Layanan, Harga, Kepuasan Pelanggan, Loyalitas Pelanggan. ix
3 DAFTAR ISI Halaman Halaman Judul... i Halaman Pengesahan... ii Surat Pernyataan Keaslian Skripsi... iii Surat Pernyataan Penelitian Tidak Menggunakan Perusahaan... iv Kata Pengantar... v Abstract... viii Abstrak... ix Daftar Isi... x Daftar Gambar... xiv Daftar Tabel... xv BAB I PENDAHULUAN 1.1. Latar Belakang Penelitian Identifikasi Masalah Tujuan Penelitian Manfaat Penelitian... 7 BAB II KAJIAN PUSTAKA, KERANGKA PEMIKIRAN DAN HIPOTESIS 2.1. Kajian Pustaka Pemasaran Perilaku Konsumen Pengertian Perilaku Konsumen Faktor yang Mempengaruhi Perilaku Konsumen Bauran Pemasaran (Marketing Mix) Harga Penetapan Harga... ` Produk x
4 Klasifikasi Produk Karakteristik Produk Penggolongan Produk Tingkatan Produk Hierarki Produk Kualitas Pelayanan Pengertian Kualitas Pelayanan Faktor-faktor Kualitas Pelayanan Pelayanan yang Diharapkan Pelanggan Pelayanan yang Dipersepsikan Pelanggan Strategi Pelayanan Konsep Strategi Persaingan Dalam Pelayanan Kepuasan Pelanggan Defenisi Kepuasan Model Kepuasan Pelanggan Strategi Kepuasan Pelanggan Indikator Kepuasan Pelanggan Pengukuran Kepuasan Pelanggan Loyalitas Pengertian Loyalitas Konsumen Karakteristik Loyalitas Konsumen Jenis-jenis Loyalitas Penelitian Terdahulu Rerangka Pemikiran Rerangka Teoritis Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pelanggan Pengaruh Kualitas Pelayanan Terhadap Loyalitas Pelanggan xi
5 2.3.3 Pengaruh Harga Terhadap Kepuasan Pelanggan Pengaruh Kepuasan Pelanggan Terhadap Loyalitas Pelanggan Model Penelitian Hipotesis Penelitian BAB III METODE PENELITIAN 3.1. Desain Penelitian Populasi dan Sampel Teknik Pengambilan Sampel Teknik Pengumpulan Data Operasionalisasi Variabel Uji Validitas Instrumen Penelitian Uji Reliabilitas Instrumen Penelitian Uji Asumsi Klasik Uji Normalitas Uji Multikolineritas Uji Heteroskedastisitas Uji Outliers Rancangan Pengujian Hipotesis Path Analisis BAB IV HASIL PENELITIAN DAN PEMBAHASAN 4.1. Karakterisitik Responden Usia Penggunaan Internet / Bulan Penggeluaran Responden Sebulan Hasil Kuisioner Penelitian Kualitas Layanan 1 (KL1) xii
6 4.2.2 Kualitas Layanan 2 (KL2) Kualitas Layanan 3 (KL3) Kualitas Layanan 4 (KL4) Kualitas Layanan 5 (KL5) Kualitas Layanan 6 (KL6) Harga 7 (H7) Harga 8 (H8) Harga 9 (H9) Kepuasan Pelanggan 10 (KP10) Kepuasan Pelanggan 11 (KP11) Kepuasan Pelanggan 12 (KP12) Loyalitas Pelanggan 13 (LP13) Loyalitas Pelanggan 14 (LP14) Loyalitas Pelanggan 15 (LP15) Hasil Pengujian Validitas Reliabilitas dan Asumsi Klasik Uji Validitas Uji Reliabilitas Uji Asumsi Klasik Hasil Pengujian Hipotesis Penelitian BAB V SIMPULAN DAN SARAN 5.1. Simpulan Saran DAFTAR PUSTAKA LAMPIRAN xiii
7 DAFTAR GAMBAR Halaman Gambar. 1 Hubungan antara dimensi SERVQUAL dengan sepuluh dimensi asli (Original) untuk mengevaluasi kualitas pelayanan Gambar. 2 Faktor-faktor yang mempengaruhi persepsi pelanggan atas pelayanan Gambar. 3 Komponen-komponen proses strategi bisnis Gambar. 4 Konsep kepuasan pelanggan Gambar. 5 Rerangka pemikiran Gambar. 6 Rerangka teoritits Gambar. 7 Pengaruh kualitas layanan dan harga terhadap loyalitas pelanggan melalui kepuasan pelanggan xiv
8 DAFTAR TABEL Halaman Tabel I Relevansi penelitian terdahulu dengan penelitian ini Tabel II Operasionalisasi variabel penelitian Tabel III Usia Tabel IV Penggunaan internet / bulan Tabel V Pengeluaran responden sebulan Tabel VI Kualitas Layanan Tabel VII Kualitas Layanan Tabel VIII Kualitas Layanan Tabel IX Kualitas Layanan Tabel X Kualitas Layanan Tabel XI Kualitas Layanan Tabel XII Harga Tabel XIII Harga Tabel XIV Harga Tabel XV Kepuasan Pelanggan Tabel XVI Kepuasan Pelanggan Tabel XVII Kepuasan Pelanggan Tabel XVIII Loyalitas Pelanggan Tabel XIX Loyalitas Pelanggan Tabel XX Loyalitas Pelanggan Tabel XXI Uji validitas awal Tabel XXII Uji validitas akhir TabelXXIII Uji reliabilitas (kualitas pelayanan) Tabel XXIV Uji reliabiltas (harga) Tabel XXV Uji reliabilitas (kepuasan pelanggan) Tabel XXVI Uji reliabilitas (loyalitas pelanggan) xv
9 Tabel XXVII Uji outliers Tabel XXVIII Uji normalitas Tabel XXIX Uji multikolonieritas Tabel XXX Uji heteroskedastiditas Tabel XXXI Analisis regresi linier berganda Tabel XXXII Model summary Tabel XXXIII Analisis regresi berganda Tabel XXXIV Hasil penelitian xvi
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C. Subjek Penelitian D. Penentuan Jumlah Sampel dan Teknik Pengumpulan Sampel E. Data dan Teknik Pengumpulan Data F.
DAFTAR ISI HALAMAN JUDUL... ii HALAMAN PENGESAHAN... iii HALAMAN PERNYATAAN... iv HALAMAN PERSEMBAHAN... v KATA PENGANTAR... vi DAFTAR ISI... viii DAFTAR TABEL... x DAFTAR GAMBAR... xii DAFTAR LAMPIRAN...
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ABSTRACT Employee service quality and excellence in serving customers is needed in an increasingly competitive environment for companies to retain customers. Thus every company should focus on employee
ABSTRACT. Keywords: Brand Image, Purchase Interest. i Universitas Kristen Maranatha
ABSTRACT In an era of increasingly tight competition this brand image is needed by companies in shaping their identities on consumers and to differentiate from its competitors. And, the image of the brand
ABSTRAK. viii Universitas Kristen Maranatha
ABSTRAK Persaingan di dunia bisnis yang semakin ketat, ditandai dengan dimulainya MEA (Masyrakat Ekonomi Asean) membuat para pelaku pasar harus memikirkan hal yang kreatif agar dapat menang dalam persaingan
ABSTRACT. Key words: environmental uncertainty, organization culture, budgetary participation, and managerial performance.
ABSTRACT The purpose of this study is to determine the effect of environmental uncertainty and organizational culture on the relationship budgetary participation and managerial performance. In this regard,
ABSTRAK. Kata Kunci : brand awareness, brand attachment, brand loyalty, perceived quality, compulsive buying. viii. Universitas Kristen Maranatha
ABSTRAK Penelitian ini berjudul Pengaruh Fenomena Merek (Brand Awareness, Brand Attachment, Brand Loyalty, dan Perceived Quality) terhadap Compulsive Buying. Latar belakang dari penelitian ini adalah terjadinya
ABSTRACT. Keywords: Internal Audit, Sales Internal Control. vii Universitas Kristen Maranatha
ABSTRACT The purpose of this research was to determine the internal audit adopted by the PT. PINDAD (PERSERO) has adequate and internal audit significantly influence the effectiveness of sales internal
ABSTRACT. Keywords: perceived deception, consumer satisfaction, consumer s loyalty intentions, consumer attitude toward internet.
ABSTRACT Consumer perception arises because of his experience to an event. Consumer dissatisfaction because negative perceptions will impact on consumer loyalty intentions. This study aimed to determine
ABSTRAK. Kata-kata kunci: Promosi penjualan, dan keputusan pembelian. vii. Universitas Kristen Maranatha
ABSTRAK Promosi penjualan yang baik menjadi faktor penting dalam kegiatan pemasaran untuk mempertahankan kelangsungan hidup perusahaan dan menjangkau konsumen sebanyak-banyaknya. Dengan pengaruh dan dampak
ABSTRACT. Keywords: Brand community, word of mouth behavior, community, Vespa.
ABSTRACT Basically, the more choices of products in the market, the more options for consumers to choose products that match their expectations. In this situation, the role of consumer who have used a
ABSTRACT. Key Words: Experienced Meaningfulness; Organizational Drivers; Salesperson Customer Orientation; Customer Attitude; Customer Satisfaction
ABSTRACT Salesperson customer orientation is one of marketing communication tools that create two ways interaction with customer, thus influences on sales performance. The purpose of the study is to exam
ABSTRACT. THE INFLUENCE OF INTERNAL AUDIT AS A TOOL OF CONTROL TO PREVENT EMPLOYEE FRAUD AT PT. BANK X (Study of Internal Auditor PT.
ABSTRACT THE INFLUENCE OF INTERNAL AUDIT AS A TOOL OF CONTROL TO PREVENT EMPLOYEE FRAUD AT PT. BANK X (Study of Internal Auditor PT. Bank X) Internal Audit is an appraisal function within an organization
ABSTRACT. Key words: Total Quality Management and Effectiveness Operating Revenues. viii. Universitas Kristen Maranatha
ABSTRACT PT.Telkom,Inc is a provider of information and telecommunication companies and providers of telecommunication services and a largest complete network in Indonesia that provides telephone moving
ABSTRACT. Keywords: sensitivity, response, brand extension
ABSTRACT Brand plays a role in a company to run the competition in the business world. Competition situation in the business world in today s changing very drastically that it become increasingly competitive.
ABSTRAK. Kata kunci : Periklanan Televisi, Citra Merek. Universitas Kristen Maranatha
ABSTRAK Periklanan televisi diakui sebagai media iklan paling berpengaruh dan menjangkau spektrum konsumen. Dari perspektif pembangunan merek, iklan televisi mempunyai dua kekuatan yang sangat penting
ABSTRACT Influence and Control Service Conducted by the Account Representative (AR) of the Taxpayer Compliance (Case Study on Bojonagara STO)
ABSTRACT Influence and Control Service Conducted by the Account Representative (AR) of the Taxpayer Compliance (Case Study on Bojonagara STO) This study aimed to determine whether there is influence between
PENGARUH KUALITAS PELAYANAN, HARGA, DAN CITRA PERUSAHAAN TERHADAP LOYALITAS PELANGGAN MELALUI KEPUASAN PELANGGAN PADA MC DONALD'S DI SURABAYA SKRIPSI
PENGARUH KUALITAS PELAYANAN, HARGA, DAN CITRA PERUSAHAAN TERHADAP LOYALITAS PELANGGAN MELALUI KEPUASAN PELANGGAN PADA MC DONALD'S DI SURABAYA SKRIPSI OLEH : CHRISTIAN SOENJAYA 3103010027 JURUSAN MANAJEMEN
DAFTAR ISI. HALAMAN JUDUL... i. HALAMAN LEMBARAN PENGESAHAN... ii. HALAMAN PERNYATAAN KEASLIAN SKRIPSI... iii. MOTTO... iv. ABSTRACT...
DAFTAR ISI HALAMAN HALAMAN JUDUL... i HALAMAN LEMBARAN PENGESAHAN... ii HALAMAN PERNYATAAN KEASLIAN SKRIPSI... iii MOTTO... iv ABSTRACT... v ABSTRAK... vi KATA PENGANTAR... vii DAFTAR ISI... x DAFTAR TABEL...
ABSTRAK. Kata kunci: Promosi Penjualan, Loyalitas Pelanggan
ABSTRAK Catri Darmastuti, 2008, Pengaruh Promosi Penjualan Terhadap Loyalitas Pelanggan TelkomSpeedy Pada PT. Telekomunikasi Indonesia, Tbk Bandung, dibawah bimbingan Surachman Surjaatmadja Dari penelitian
ABSTRACT. Key Words: Celebrity Endorsers, Expertise, Trustworthiness, and Attractiveness, purchase interest. vi Universitas Kristen Maranatha
ABSTRACT One of creative strategy in advertising to attract more consumers attention is using a celebrity endorser. The company wants consumers look for that particular information that create purchase
DAFTAR ISI. Halaman Sampul Depan... Halaman Judul... Halaman Pengesahan Skripsi... iii. Halaman Motto... iv. Halaman Persembahan... v. Abstract...
DAFTAR ISI Halaman Sampul Depan... Halaman Judul... Halaman Pernyataan Bebas Plagiarisme... ii Halaman Pengesahan Skripsi... iii Halaman Motto... iv Halaman Persembahan... v Abstract... vi Abstrak... vii
ABSTRACT. Keywords: DER, ROA, ROE, EPS, and Stock Price. viii Universitas Kristen Maranatha
ABSTRACT Along with the progress of mining industry, there is a capital needed for business expansion. An effort to obtain using go public process that makes investor investment in stock. Observer intends
ABSTRACT. Keywords: Quality Service, Customer Satisfaction, Tangibles, Reliability, Responsiveness, Assurance, Empathy. Universitas Kristen Maranatha
ABSTRACT Due to the intense competition and encouraged by the advancement in technology, information and communication systems, the companies engaged in the service sector must be able to achieve competitive
ABSTRAK. Salah satu hal yang dapat mempengaruhi opini atau persepsi di benak konsumen
ABSTRAK Salah satu hal yang dapat mempengaruhi opini atau persepsi di benak konsumen adalah atmosphere toko. Pendapat atau pesepsi negatif akan datang dari konsumen jika konsumen kurang menyukai suasana
ABSTRACT. Key words: Customer Satisfaction, Product Quality, Service Quality, Perceived Service, Price Fairness. Universitas Kristen Maranatha
ABSTRACT Customer satisfaction is an important element in the development of a good company that is engaged in supplying products and services. Specific benefits include customer satisfaction: a positive
ABSTRAK. Kata kunci: Brand Experience, Brand Trust, Brand Satisfaction, Brand Loyalty. Universitas Kristen Maranatha
ABSTRAK Penelitian ini bertujuan untuk menguji pengaruh brand experience, brand trust, dan brand satisfaction terhadap brand loyalty. Sampel yang digunakan adalah 100 orang mahasiswa Manajemen Maranatha
ABSTRACT. Key Words: physical evidence, reliability, responsiveness, assurance, empathy, and customer satisfaction
ABSTRACT A common problem faced by most of the companies are engaged in the service is customer dissatisfaction on the quality of services ptovided. The purpose of this study was to describe the quality
ABSTRACT. Keywords: consumer behavior and consumer purchasing decisions, impulsive purchasing, packaging design, Universitas Kristen Maranatha
ABSTRACT Packaging design is interesting to study because unique packaging design can encourage consumer purchases and increase sales for the company. This study aims to examine and analyze the effect