Pengaruh Kualitas Produk Dan Pelayanan Terhadap Kepuasan Konsumen Dan Loyalitas Pelanggan Mobil Merek Honda (Studi Kasus pada Honda Bintang Solo Baru)

Fernando, Rafindra Calvin and , Moech. Nasir, S.E.,MM (2018) Pengaruh Kualitas Produk Dan Pelayanan Terhadap Kepuasan Konsumen Dan Loyalitas Pelanggan Mobil Merek Honda (Studi Kasus pada Honda Bintang Solo Baru). Skripsi thesis, Universitas Muhammadiyah Surakarta.

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Abstract

This study aims to determine the influence between the Influence of Product Quality And Service Against Consumer Satisfaction And Customer Loyalty Honda Brand Cars (Case Study On New Solo Star's Honda). Samples in this study are employees who work in Honda Bintang Solo Baru, amounting to 51 respondents. Sampling technique in this research is by purposive sampling. Data analysis method used is multiple linier regression analysis test. From hypothesis test showed that product quality and service quality have influence to consumer satisfaction variable of product quality, quality of service and job satisfaction have influence to customer loyalty. In the mediation test showed that satisfaction can mediate product quality and customer loyalty, while the quality of service and customer loyalty, satisfaction can not mediate.

Item Type: Karya ilmiah (Skripsi)
Uncontrolled Keywords: Product quality, service quality, customer satisfaction and customer loyalty
Subjects: H Social Sciences > HB Economic Theory
Divisions: Fakultas Ekonomi dan Bisnis > Manajemen
Depositing User: RAFINDRA CALVIN FERNANDO
Date Deposited: 03 Aug 2018 08:46
Last Modified: 03 Aug 2018 08:46
URI: http://eprints.ums.ac.id/id/eprint/65045

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