Pratama, Febri Rahmadhan (2015) PENGARUH KUALITAS PRODUK, KUALITAS PELAYANAN, DAN KEPUASAN KONSUMEN TERHADAP LOYALITAS KONSUMEN (STUDI KASUS: KONSUMEN BINA SWALAYAN SETIA BUDI MEDAN). Undergraduate thesis, UNIMED.
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Abstract
Tujuan dari penelitian ini adalah untuk mengetahui dan menjelaskan pengaruh antara kualitas produk, kualitas pelayanan dan kepuasan konsumen terhadap loyalitas konsumen Bina Swalayan Setia Budi Medan. Populasi ini bersifat relatif dan diperkirakan 1.250 konsumen melakukan pembelian setiap minggunya, sedangkan teknik pengambilan sampel dalam penelitian ini menggunakan metode Purposive Sampling dengan jumlah sampel sebanyak 93 orang. Teknik pengumpulan data yang digunakan adalah observasi, dan angket. Teknik analisis data menggunakan metode analisis yaitu uji instrumen (uji validitas dan uji reliabilitas), analisis deskriptif persentase, uji asumsi klasik dan analisis jalur, ditemukan persamaan struktural yaitu: Y = byx1 + byx2 + byx3 + ᵋ menggunakan SPSS 19.0 for WindowsHasil penelitian menunjukkan bahwa ada pengaruh secara positif dan signifikan kualitas produk, kualitas pelayanan dan kepuasan konsumen terhadap loyalitas konsumen. kepuasan konsumen memediasi pengaruh kualitas produk , kualitas pelayanan terhadap loyalitas konsumen karena total effect > indirect effectt.Simpulannya peningkatan kepuasan dan loyalitas konsumen Bina Swalayan Setia Budi Medan dapat dicapai melalui peningkatan kualitas produk, kualitas pelayanan dan kepuasan konsumen.
| Item Type: | Thesis (Undergraduate) |
|---|---|
| Additional Information: | SK-2015 MNJ 007 |
| Uncontrolled Keywords: | Kualitas produk;Kualitas pelayanan;Kepuasan konsumen;Loyalitas konsumen |
| Subjects: | H Social Sciences > HB Economic Theory. Demography H Social Sciences > HB Economic Theory. Demography > HB238 Competition. Production. Wealth H Social Sciences > HF Commerce > HF5001 Business > HF5410 Marketing. Distribution of products |
| Divisions: | Fakultas Ekonomi > Manajemen |
| Depositing User: | Mrs Farida Hanum |
| Date Deposited: | 21 Aug 2016 08:21 |
| Last Modified: | 01 Sep 2016 02:50 |
| URI: | https://digilib.unimed.ac.id/id/eprint/14608 |
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