| dc.contributor.author | UWES, MUHAMAD | |
| dc.date.accessioned | 2022-01-21T07:17:12Z | |
| dc.date.available | 2022-01-21T07:17:12Z | |
| dc.date.issued | 2021 | |
| dc.identifier.uri | http://dspace.uc.ac.id/handle/123456789/4286 | |
| dc.description | This research was conducted to determine the effect of product quality and
service quality on customer satisfaction and customer loyalty. In order to collect
research data distributed to respondents, namely the majority of people who have
bought and consumed Pizza Jaber products and visited the Jaber Pizza place
directly. Sampling was done by purposive sampling method. A total of 97
questionnaires will be distributed as material for analysis in this study.
This study uses PLS (Partial Least Square) 3.0. This research analyzes the
effect of product quality and service quality on customer satisfaction and customer
loyalty. From there it was found that the effect of product quality on customer
satisfaction was not significant. Then, the effect of service quality on customer
satisfaction is significant and the effect of customer satisfaction on customer loyalty
is significant. | en_US |
| dc.description.abstract | Penelitian ini dilakukan untuk mengetahui pengaruh kualitas produk dan
kualitas pelayanan terhadap kepuasan pelanggan dan loyalitas pelanggan. Guna
mengumpulkan data penelitian yang disebarkan kepada responden yaitu mayoritas
masyarakat yang pernah membeli dan mengkonsumsi produk Pizza Jaber dan
mengunjungi langsung tempat Pizza Jaber. Pengambilan sampel dilakukan dengan
metode purposive sampling. Kuesioner akan dibagikan sejumlah 97 kuesioner
sebagai bahan analisis dalam penelitian ini.
Penelitian ini menggunakan PLS (Partial Least Square) 3.0. Pada penelitian
ini dilakukan analisis pengaruh kualitas produk dan kualitas pelayanan terhadap
kepuasan pelanggan dan loyalitas pelanggan. Dari situ didapatkan bahwa pengaruh
kualitas produk terhadap kepuasan pelanggan tidak signifikan. Kemudian,
pengaruh kualitas pelayanan terhadap kepuasan pelanggan yaitu signifikan dan
pengaruh kepuasan pelanggan terhadap loyalitas pelanggan yaitu signifikan. | en_US |
| dc.language.iso | id | en_US |
| dc.publisher | Universitas Ciputra Surabaya | en_US |
| dc.subject | kualitas produk | en_US |
| dc.subject | kualitas pelayanan | en_US |
| dc.subject | kepuasan pelanggan | en_US |
| dc.subject | loyalitas pelanggan | en_US |
| dc.title | PENGARUH KUALITAS PRODUK DAN KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN DAN LOYALITAS PELANGGAN DI PIZZA JABER | en_US |
| dc.type | Thesis | en_US |
| dc.identifier.nidn | 0315068305 | |
| dc.identifier.kodeprodi | 61201 | |
| dc.identifier.nim | 10117271 | |
| dc.identifier.dosenpembimbing | ARIA GANNA | |
