Pengaruh Kualitas Pelayanan, Persepsi Harga, dan Produk terhadap Loyalitas Pelanggan pada TIKI Cabang Lamongan (The Influence of Service Quality, Price Perception, and Products on Customer Loyalty at TIKI Lamongan Branch)

Triskayati, Sintia (2022) Pengaruh Kualitas Pelayanan, Persepsi Harga, dan Produk terhadap Loyalitas Pelanggan pada TIKI Cabang Lamongan (The Influence of Service Quality, Price Perception, and Products on Customer Loyalty at TIKI Lamongan Branch). Undergraduate thesis, Universitas 17 Agustus 1945 Surabaya.

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Abstract

This study is intended to prove and analyze the impact of quality service, perceptions of price and product on customer loyalty to the tiki branch. We took 90 respondents based on the solvin method. Research shows that service quality, price perception, and products have significant impact on customer loyalty to the slow tiki branch. The study also explains that customer loyalty affects the model by 67.8%, while the remaining 32.2% is affected by variables or other factors not studied in the study. Test value f shows that service quality (x1), price perception (x2), and product (x3) both affect customer loyalty to the tiki branch the home. Whereas the t-test results show that: (1) quality of service affects customer loyalty to tiki cabang, (2) perceptions of price affect customer loyalty to the tiki cabang lam, (3) the product affects customer loyalty to the tiki cabang lam. This can be seen from the results of the t test in the previous chapter where x1, x2 and x3 at t count higher than t tables that yield 3.833 > 1.29125 for x1, 3.520 > 1.29125 for x2 and 2.345 > 1.29125 for x3. Keywords : Service Quality, Price Perception, Product, customer loyalty

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