The Influence of Service Quality, Relationship Marketing and Corporate Image on Consumer Satisfaction at PT. Sefa Jaya Mahesa Mojokerto

Yahya, Moch. (2018) The Influence of Service Quality, Relationship Marketing and Corporate Image on Consumer Satisfaction at PT. Sefa Jaya Mahesa Mojokerto. Undergraduate thesis, Universitas 17 Agustus 1945 Surabaya.

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Abstract

This study aims to analyze the influence between the variables of Service Quality (X1), Relationship Marketing (X2) and Company Image (X3) on Consumer Satisfaction (Y) at PT. Sefa Jaya Mahesa in Mojokerto. In this study using a quantitative approach. The sampling technique / data in this study was using simple random sampling with the slovin method which resulted in the number of respondents being 78 employees. In this study, the data analysis used was quantitative data and multiple linear regression analysis, which used SPSS software as a test tool. The results in this study are F test: Service Quality (X1), Relationship Marketing (X2) and Company Image (X3) simultaneously have a significant effect on Consumer Satisfaction (Y) with a significance value of 0.000 < = 0.05. While the t test: First, Service Quality (X1) has a significant effect on Consumer Satisfaction (Y) with a t significance value of 0.009 < = 0.05. Second. Relationship (X2) has a significant effect on Consumer Satisfaction (Y) with a significance value of t of 0.035 < = 0.05. and thirdly, corporate image (X3) has a significant effect on consumer satisfaction (Y) with a significance value of t of 0.000 < = 0.05. Keywords: Service Quality, Relationship Marketing, Company Image, Consumer Satisfaction

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