CD Tesis

Pengaruh Kualitas Pelayanan Terhadap Kepuasan Dan Loyalitas Pelanggan Pada Balai Standardisasi Dan Pelayanan Jasa Industri Padang

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The Center for Standardization and Industrial Services (BSPJI) Padang
with the main task of implementing industrial standardization, optimizing the use
of industrial technology, green industry, and industrial services based on the
potential of regional resources. Some of the industrial services provided by BSPJI
Padang are testing, calibration and certification. Based on data, currently there is
a decrease in the number of customers every year which indicates a decrease in
customer loyalty to BSPJI Padang. Follow up on this phenomenon, a study was
conducted that aims to analyze the effect of service quality (tangible, empathy,
reliability, responsiveness, assurance) on satisfaction, analyze the effect of service
quality (tangible, empathy, reliability, responsiveness, assurance) on loyalty and
analyze the effect of satisfaction on customer loyalty at the Center for
Standardization and Industrial Services (BSPJI) Padang.
The hypothesis of this study is that there is an effect of service quality
(tangible, empathy, reliability, responsiveness, assurance) on satisfaction, there is
an effect of service quality (tangible, empathy, reliability, responsiveness,
assurance) on loyalty and there is an effect of satisfaction on customer loyalty at
the Center for Standardization and Industrial Services (BSPJI) Padang.
The methods used are descriptive methods and associative methods with a
quantitative approach that uses questionnaires, observations, and interviews in
conducting data collection techniques. The independent variables are the five
dimensions of Service Quality, namely Tangible (X1), Emphaty (X2), Realibility
(X3), Responsiveness (X4), and Assurance (X5), while the dependent variables are
Customer Satisfaction (Y1) and Customer Loyalty (Y2). The population is all
customers who perform industrial services (testing, calibration and certification)
at BSPJI Padang, totaling 320 people and this study took a sample of 100 people.
This study uses primary data derived from responses collected through
distributing questionnaires to respondents. In addition, the data used comes from
various literatures, previous research and relevant books on the subject under
study. The Likert scale is used to determine the answer value of each question on
a scale of 1 to 5. The statistical methodology used is Partial Least Squares (PLS)
with a model involving independent and dependent variables in a multivariate
context. Data were analyzed using Structural Equation Modeling (SEM) analysis
operated through the SmartPLS 3.2.9 program.
The description of the characteristics of respondents who participated in
this study is based on gender (55 men and 45 women); based on age ( 4 times as many as 38 people). Based on the descriptive
analysis of the research which is the respondent's response, a score of 4.58 was
obtained for the tangible dimension; a score of 4.62 for the empathy dimension; a
score of 4.48 for the reliability dimension; a score of 4.48 for the responsiveness
dimension; a score of 4.42 for the assurance dimension; a score of 4.45 for the
customer satisfaction variable; and a score of 4.47 for the customer loyalty
variable.
Based on the statistical testing results, the following results are obtained:
- the effect of tangible on satisfaction, the path coefficients value is -0.013,
t-stat 0.133 and P value 0.894, so tangible has no significant effect on
satisfaction;
- the effect of emphaty on satisfaction obtained a path coefficients value of
0.112, t-stat 1.185 and P value 0.237, so emphaty has no significant effect
on satisfaction;
- the effect of reliability on satisfaction obtained a path coefficients value of
0.083, t-stat 0.544 and P value 0.587, so reliability has no significant
effect on satisfaction;
- the effect of responsiveness to satisfaction obtained a path coefficients
value of 0.454, t-stat 3.181 and P value 0.002, so responsiveness has a
significant effect on satisfaction;
- the effect of assurance on satisfaction, the path coefficients value is 0.361,
t-stat 3.259 and P value 0.001, so assurance has a significant effect on
satisfaction;
- the effect of tangible to loyalty obtained a path coefficients value of -0.072,
t-stat 0.831 and P value 0.407, so tangible has no significant effect on
loyalty;
- the effect of emphaty on loyalty obtained a path coefficients value of 0.230,
t-stat 2.008 and P value 0.045, so emphaty has a significant effect on
loyalty;
- the effect of reliability on loyalty obtained path coefficients value of -
0.391, t-stat 2.540 and P value 0.011, reliability has a significant effect on
loyalty;
- the effect of responsiveness to

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Ketersediaan

Informasi Detail

Judul Seri

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No. Panggil

1810246830

Penerbit

Pekanbaru : Universitas Riau – Pascasarjana – Tesis Manajemen., 2023

Deskripsi Fisik

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Bahasa

Indonesia

ISBN/ISSN

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Klasifikasi

1810246830

Tipe Isi

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Tipe Media

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Tipe Pembawa

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Edisi

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Subjek

MANAJEMEN

Info Detail Spesifik

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Pernyataan Tanggungjawab

FATAH

Versi lain/terkait

Lampiran Berkas

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