Rahmawan, Ilham (2023) Pengaruh Kualitas Pelayanan, Persepsi Harga, dan Tingkat Kepercayaan Melalui Kepuasan Pelanggan Terhadap Loyalitas Pelanggan di CV Subagio Aircon Surabaya. (The Influence of Service Quality, Price Perception, and Level of Trust on Customer Satisfaction and Customer Loyalty at CV Subagio Aircorn Surabaya). Undergraduate thesis, Universitas 17 Agustus 1945.
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Abstract
In this study, the researcher used the research object of a service company in the Suarabaya area, precisely on Jalan Kendangsari gg 11 no 32 Surabaya. The researcher deliberately chose the research object at CV SUBAGIOAIRCORN Surabaya because many customers compare that the service and prices we provide are better than the others. In addition to service quality, price perceptions also affect customer satisfaction. The research aims to prove and analyze the effect of service quality, price perception and level of trust on customer satisfaction and customer loyalty at SBAC Surabaya; as well as to prove and analyze the effect of customer satisfaction on customer loyalty at SBAC Surabaya. This study uses a quantitative approach. The sample population is 89 customers registered in the SUBAGIOAIRCORN Surabaya office. The sampling method uses purposive sampling. The data collection technique in this study is a questionnaire (questionnaire). Data analysis techniques using model tests using the Structural Equation Model (SEM) with the Partial Least Square (PLS) approach using SmartPLS 3.0 software. The results of the analysis can be concluded that the factors that have a significant effect on customer satisfaction are the quality of service and the level of trust, while the perceived price has no significant effect. Factors that significantly influence customer loyalty are price perceptions, levels of customer trust and satisfaction, while service quality has no significant effect.
| Item Type: | Thesis (Undergraduate) |
|---|---|
| Uncontrolled Keywords: | Service Quality, Perceived Price, Level of Trust, Customer Satisfaction, Customer Loyalty |
| Subjects: | H Social Sciences > HC Economic History and Conditions |
| Divisions: | Fakultas Ekonomi dan Bisnis > Program Studi Ekonomi Manajemen |
| Depositing User: | 1211900146 Ilham Rahmawan |
| Date Deposited: | 01 Feb 2024 05:15 |
| Last Modified: | 01 Feb 2024 05:15 |
| URI: | http://repository.untag-sby.ac.id/id/eprint/26813 |
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