Pengaruh Kualitas Pelayanan Purna Jual Terhadap Kepuasan dan Loyalitas Pelanggan pada Dealer Honda Cendana Megah Santosa Purwodadi

Wibisono, Andrean and , Soepatini, S.E., M.Si., Ph.D (2020) Pengaruh Kualitas Pelayanan Purna Jual Terhadap Kepuasan dan Loyalitas Pelanggan pada Dealer Honda Cendana Megah Santosa Purwodadi. Skripsi thesis, Universitas Muhammadiyah Surakarta.

	PDF (Naskah Publikasi) NASKAH PUBLIKASI.pdf Download (1MB)
	PDF (Halaman Depan) HALAMAN DEPAN.pdf Download (1MB)
	PDF (Bab I) BAB I.pdf Download (343kB)
	PDF (Bab II) BAB II.pdf Restricted to Repository staff only Download (442kB)
	PDF (Bab III) BAB III.pdf Restricted to Repository staff only Download (566kB)
	PDF (Bab IV) BAB IV.pdf Restricted to Repository staff only Download (570kB)
	PDF (Bab V) BAB V.pdf Restricted to Repository staff only Download (256kB)
	PDF (Daftar Pustaka) DAFTAR PUSTAKA.pdf Download (317kB)
	PDF (Lampiran) LAMPIRAN.pdf Restricted to Repository staff only Download (491kB)
	PDF (Surat Pernyataan Publikasi) SURAT PERNYATAAN.pdf Restricted to Repository staff only Download (203kB)

Abstract

The research objective is to analyze the variables of after sales service quality, customer satisfaction and after sales service quality affect customer loyalty mediated by customer satisfaction at Honda Cendana Megah Santosa Purwodadi Dealer.The research method uses a quantitative form of research using a questionnaire data collection tool. The population in this study were all consumers of Honda Cendana Megah Santosa Purwodadi Dealers. This study uses samples because it is not possible to examine all consumers of Honda Cendana Megah Santosa Purwodadi Dealers. The technique used is nonprobability sampling with purposive sampling technique. Data analysis techniques using are (1) instrument test (validity and reliability test), (2) Classical Assumption Test (normality, multicollinearity, heteroscedasticity) and (3) Hypothesis Test (multiple linear regression analysis, t test, F test and R2) and Path Analysis. The results of data analysis can be delivered: (1) There is an influence of after sales service quality on customer satisfaction at the Honda Cendana Megah Santosa Purwodadi Dealer. (2) There is an influence of customer satisfaction on customer loyalty at the Honda Cendana Megah Santosa Purwodadi Dealer. (3) There is an influence of after sales service quality on customer loyalty at Honda Cendana Megah Santosa Purwodadi Dealer. (4) There is an influence of after sales service quality on customer loyalty mediated by customer satisfaction at Honda Cendana Megah Santosa Purwodadi Dealer.

Item Type:	Karya ilmiah (Skripsi)
Uncontrolled Keywords:	service quality, customer satisfaction and customer loyalty
Subjects:	H Social Sciences > HB Economic Theory
Divisions:	Fakultas Ekonomi dan Bisnis > Manajemen
Depositing User:	ANDREAN WIBISONO
Date Deposited:	21 Feb 2020 07:18
Last Modified:	21 Feb 2020 07:18
URI:	http://eprints.ums.ac.id/id/eprint/81477

Actions (login required)

View Item