Miftahur, Ridho (2025) PENGARUH KUALITAS LAYANAN, PENENTUAN TARIF, BRAND IMAGES TERHADAP LOYALITAS PELANGGAN PERUMDAM TIRTA PANDALUNGAN MELALUI KEPUASAN PELANGGAN SEBAGAI VARIABEL INTERVENING. Masters thesis, Institut Teknologi Dan Sains Mandala Jember.
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Abstract
ABSTRACT This study analyzes the factors that influence customer loyalty through customer satisfaction at Perumdam Tirta Pandalungan Jember. This study has a total population of 27,639 and a sample of 252 customers of Perumdam Tirta Pandalungan Jember. The sampling technique used in this study is purposive sampling. The variables used were service quality, pricing, and brand image as dependent variables; customer satisfaction as an intervening variable; and customer loyalty as an independent variable. The results of the study show that pricing and brand image have a significant effect on customer satisfaction at Perumdam Tirta Pandalungan Jember. Meanwhile, service quality does not have a significant effect on customer satisfaction. Furthermore, the results of this study also show that pricing has a significant effect on customer loyalty to Perumdam Tirta Pandalungan Jember. Meanwhile, service quality and brand image do not have a significant effect on customer loyalty to Perumdam Tirta Pandalungan Jember. In addition, the results of this study also show that service quality, pricing, and brand image do not affect customer loyalty through customer satisfaction at Perumdam Tirta Pandalungan Jember. Keywords: Service Quality, Price, Brand Image, Customer Satisfaction, Customer Loyalty
| Item Type: | Thesis (Masters) |
|---|---|
| Subjects: | H Social Sciences > H Social Sciences (General) |
| Divisions: | MANAJEMEN-S2 |
| Depositing User: | KARIM BUDIONO |
| Date Deposited: | 17 Apr 2026 10:11 |
| Last Modified: | 17 Apr 2026 10:11 |
| URI: | http://repo.itsm.ac.id/id/eprint/1796 |
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