NOOR RAFLY, YUSRON RASYIDI (2023) PENGARUH KUALITAS LAYANAN, HARGA DAN KEPUASAN PELANGGAN TERHADAP LOYALITAS PELANGGAN (STUDI PADA PELANGGAN AUTO 2000 JEMBER). Skripsi thesis, INSTITUT TEKNOLOGI DAN SAINS MANDALA.

Text RAFLY FULL SKRIPSI PDF.pdf Download (2MB)

Abstract

ABSTRACT This study aims to analyze the effect of service quality, price and customer satisfaction partially or simultaneously on customer loyalty Auto 2000 Jember. This type of research is explanatory research. The respondents of this study were 92 customers of Auto 2000 Jember which were determined by purposive sampling technique. The data analysis method used was multiple linear regression analysis. The results of the study show that service quality influences customer loyalty in Auto 2000 Jember. The quality of service at Auto 2000 Jember is a priority so that employees continue to try to do their best for their customers. Not only good service results but also modern fittings and equipment that support service results in order to make customers loyal to Auto 2000 Jember. Prices affect customer loyalty Auto 2000 Jember. The service price offered by Auto 2000 Jember certainly varies depending on the sparepart needed and the services used by the customer. Even though some customers perceive the price to be quite high, this is in accordance with the services obtained so that customers do not feel at a loss and instead are willing to become loyal customers as shown by their willingness to come back to perform service at Auto 2000 Jember. Customer satisfaction affects customer loyalty Auto 2000 Jember. Satisfaction is important for Auto 2000 Jember because satisfied customers show the company's success in serving its customers. Various efforts have been made by Auto 2000 Jember to create customer satisfaction in order to create loyal customers. Keywords: Price, Customer Satisfaction. Service Quality, Customer Loyalty

Item Type:	Thesis (Skripsi)
Subjects:	H Social Sciences > HB Economic Theory
Divisions:	MANAJEMEN-S1
Depositing User:	Handoko Triharso
Date Deposited:	10 Feb 2025 05:23
Last Modified:	10 Feb 2025 05:23
URI:	http://repo.itsm.ac.id/id/eprint/953

Actions (login required)

View Item