Image of Pengaruh Kualitas Pelayanan Terhadap Loyalitas Pelanggan Melalui Kepuasan Konsumen Sebagai Variabel Intervening (Studi Penjualan Produk Sampingan / By Product Pada Pt. Perkebunan Nusantara V Pekanbaru)
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CD Skripsi

Pengaruh Kualitas Pelayanan Terhadap Loyalitas Pelanggan Melalui Kepuasan Konsumen Sebagai Variabel Intervening (Studi Penjualan Produk Sampingan / By Product Pada Pt. Perkebunan Nusantara V Pekanbaru)

This research is motivated by the importance of maintaining customer loyalty in a company
because this is a vital part that must be maintained and strived for by the company in
supporting its marketing. To maintain and improve it requires good service quality from the
company to customers. This will then create a sense of satisfaction from customers so as to
make customers loyal and loyal to the company. This research was conducted at PT.
Perkebunan Nusantara V, Jl. Rambutan No.43, East Sidomulyo, Kec. Marpoyan Damai,
Pekanbaru City, Riau 28289, Indonesia. The purpose of this study was to determine and
analyze the effect of service quality on customer loyalty through consumer satisfaction in the
sale of PTPN V Pekanbaru products. The sample of this study was taken as many as 50
respondents using the census method. In this research, the method used is descriptive and
quantitative analysis. The data obtained from the results of the questionnaire/questionnaire
were then tested using the PLS (Partial Least Square) analysis technique through the
SmartPLS software. In this study the results obtained are that Service Quality (X) has a
positive and significant effect on Customer Loyalty (Y), Service Quality (X) has a positive
and significant effect on consumer goals (Z), consumer goals (Z) has a positive and
significant impact on consumer goals (Z). Customer Loyalty (Y) and Service Quality (X)
have a positive and significant effect on Customer Loyalty (Y) through the Consumer Goals
(Z) as Intervening Variables on By-Product sales at PT. Nusantara V Pekanbaru Plantation.
Keywords: Service Quality, Customer Loyalty, and Consumer Goals

Ketersediaan
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Perpustakaan Universitas Riau 01 04.122 (0034)
01 04.122 (0034)
Tersedia
Informasi Detail
Judul Seri
-
No. Panggil
01 04.122 (0034)
Penerbit
Pekanbaru : Universitas Riau – FISIP - Ilmu Administrasi Bisnis.,
Deskripsi Fisik
xx, 147 hlm.: ill.: 29 cm
Bahasa
Indonesia
ISBN/ISSN
-
Klasifikasi
01 04.122 (0034)
Tipe Isi
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Tipe Media
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Tipe Pembawa
-
Edisi
-
Subjek
Ilmu Administrasi Bisnis
Info Detail Spesifik
-
Pernyataan Tanggungjawab
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