| dc.contributor.author | Cahyono, Tri | |
| dc.date.accessioned | 2025-02-11T04:57:30Z | |
| dc.date.available | 2025-02-11T04:57:30Z | |
| dc.date.issued | 2021 | |
| dc.identifier.uri | https://dspace.uc.ac.id/handle/123456789/7874 | |
| dc.description | This study aims to test and analyse the factors that affect customer satisfaction. The variables studied are service quality, customer value and customer satisfaction. This research is descriptive quantitative and focuses on analysing the factors that affe ct customer satisfaction with a survey method approach using a questionnaire. The population in this study were the alumni of MTC students who had completed the initial FOO and Technic education held by MTC. The study was conducted on 86 respondents with a non - random sampling technique used was purposive sampling. The results showed that the service quality variable had a significant effect on the customer value variable, the service quality variable had a significant effect on the customer satisfaction var iable, the customer value variable had a significant effect on customer satisfaction, and the service quality variable had a significant effect on customer satisfaction through the intervening customer value variable. This shows that maintaining good relat ionships with customers, in this case students and improving the service quality provided, will have an impact on the customer value obtained by students and ultimately the expected customer satisfaction is achieved. | en_US |
| dc.description.abstract | Penelitian ini bertujuan untuk menguji dan menganalisis faktor - faktor yang berpengaruh terhadap customer satisfaction . Variabel yang diteliti adalah service quality, customer value dan customer satisfaction . Penelitian ini bersifat deskriptif kuantitatif d an fokus pada analisis faktor - faktor yang mempengaruhi customer satisfaction dengan pendekatan metode survey menggunakan kuesioner. Populasi pada penelitian ini adalah para alumni siswa MTC yang telah selesai mengikuti pendidikan inisial FOO dan Teknik yan g diselenggarakan MTC. Penelitian dilakukan pada 86 responden dengan teknik pengambilan sampel non - random yang digunakan adalah purposive sampling. Hasil penelitian bahwa variabel service quality berpengaruh signifikan terhadap variabel customer value , var iabel service quality berpengaruh signifikan terhadap variabel customer satisfaction , variabel customer value berpengaruh signifikan terhadap customer satisfaction, dan variabel service quality berpengaruh signifikan terhadap customer satisfaction melalui variabel intervening customer value. Hal ini menunjukkan bahwa menjaga hubungan yang baik dengan customer dalam hal ini siswa dan meningkatkan service quality yang diberikan, maka berdampak pada customer value yang didapatkan siswa dan pada akhirnya customer satisfaction yang diharapkan tercapai. | en_US |
| dc.language.iso | id | en_US |
| dc.publisher | Universitas Ciputra | en_US |
| dc.subject | Service Quality | en_US |
| dc.subject | Customer Satisfaction | en_US |
| dc.subject | Customer Value | en_US |
| dc.title | Pengaruh Service Quality terhadap Customer Satisfaction dengan Customer Value sebagai Variabel Intervening (Studi pada PT. MTC) | en_US |
| dc.type | Thesis | en_US |
| dc.identifier.nidn | 5980822 | |
| dc.identifier.kodeprodi | 61101 | |
| dc.identifier.nim | 0108011910001 | |
| dc.identifier.dosenpembimbing | Christian Herdinata | |
