CD Skripsi

PENGARUH KUALITAS LAYANAN TERHADAP KEPUASAN DALAM MEMBENTUK LOYALITAS PELANGGAN (STUDI KASUS PADA USAHA PONDOK DURIAN PANGERAN PEKANBARU)

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The purpose of this research was aimed to know: (1) The influence of the quality of services to satisfaction in establishing customer loyalty in Pondok Durian Pangeran Pekanbaru. (2) Relationship factors that affect the quality of services to satisfaction in establishing customer loyalty in Pondok Durian Pangeran Pekanbaru. (3) To analyze the correlation between satisfaction and loyalty at Pondok Durian Pangeran Pekanbaru. The method of selecting samples using techniques nonprobability sampling with a sample size of 150 respondents that shopped more than twice. Analyzed using structural equation modeling with AMOS program version 22. The results showed that the quality of products, quality of service (reliability, responsiveness, assurance, tangible, empathy) has a significant influence on satisfaction. Dimensions of the most powerful influence on satisfaction is the tangible with a probability value 0.023 and responsiveness with a probability value of 0.093. The value of the correlation between customer satisfaction and loyalty Pondok Durian Pangeran 0.956 which means that the relationship between the two variables closely. *** Probability value indicates that satisfaction is a factor that determines customer loyalty significantly. Loading factor value on the regression coefficients of each indicator valuable research > 0.5 and a probability value of loyalty to the satisfaction indicator is worth 0.000. This may imply that significant satisfaction is an indicator of customer loyalty forming at Pondok Durian Pangeran Pekanbaru.
Keywords: product quality, service quality, satisfaction, loyalty.

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Ketersediaan

Informasi Detail

Judul Seri

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No. Panggil

06 02. 116 (0003)

Penerbit

Pekanbaru : Universitas Riau - Fakultas Pertanian - Agribisnis., 2016

Deskripsi Fisik

xii, 90 hlm.:ill.; 29 cm

Bahasa

ISBN/ISSN

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Klasifikasi

06 02. 116 (0003)

Tipe Isi

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Tipe Media

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Tipe Pembawa

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Edisi

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Subjek

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Info Detail Spesifik

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Pernyataan Tanggungjawab

DAUS

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