Pengaruh quality product dan service quality terhadap customer satisfaction dan customer loyalty pada pelanggan mal Pizza Hut Tunjungan Plaza Surabaya

Pramana, Robert Andi (2021) Pengaruh quality product dan service quality terhadap customer satisfaction dan customer loyalty pada pelanggan mal Pizza Hut Tunjungan Plaza Surabaya. Undergraduate thesis, Widya Mandala Surabaya Catholic University.

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Abstract

Penelitian ini bertujuan untuk menguji dan menganalisis pengaruh product quality dan service quality terhadap customer satisfaction, dan customer loyalty di Pizza Hut Mal Tunjungan Plaza Surabaya. Penelitian ini merupakan penelitian kausal. Variabel eksogen yang digunakan adalah Product Quality dan Service Quality sedangkan variabel endogen yang digunakan adalah Customer Satisfaction dan Customer Loyalty. Responden penelitian adalah 150 konsumen Pizza Hut di Surabaya dengan teknik pengambilan sampel non – probability sampling dengan cara purpose sampling. Teknik analisis yang digunakan adalah analisis Structural Equation Modeling (SEM) dengan program LISREL 8,70. Hasil penelitian membuktikan bahwa product quality dan service quality masing-masing berpengaruh signifikan positif terhadap customer satisfaction. Customer satisfaction juga berpengaruh signifikan positif terhadap customer loyalty konsumen Pizza Hut di Surabaya.

Item Type:	Thesis (Undergraduate)
Department:	S1 - Manajemen
Contributors:	Contribution Contributors NIDN / NIDK Email UNSPECIFIED Temengkol, Etty NIDN0706025601 0 UNSPECIFIED Suhartatik, Ani NIDN0704066101 0
Uncontrolled Keywords:	product quality, service quality, customer satisfaction and customer loyalty
Subjects:	Business Business > Management
Divisions:	Book > Management Undergraduate Study Program
Depositing User:	Robert Andi Pramana
Date Deposited:	26 Jan 2022 02:04
Last Modified:	26 Jan 2022 02:04
URI:	http://repository.ukwms.ac.id/id/eprint/28164

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