Skripsi

Pengaruh kualitas layanan terhadap loyalitas melalui kepuasan pelanggan pada Richdjoe Barbershop Malang / Yongky Edo Saputra

Abstrak
ABSTRACT Saputra Yongky Edo. 2016. The Effect of Service Quality on Loyalty through Customers Satisfaction on Richdjoe Barbershop Malang. Sarjana s Thesis. Department of Management Faculty of Economics State University of Malang. Advisors (I) Dr. Agus Hermawan M.Si GradDip Mgt. M Bu (II) Dr. Titis Shinta Dhewi S.P. M.M Keywords Customers Loyalty Service Quality Customers Satisfaction This study aims to determine how the condition of service quality customer loyalty and customer satisfaction in Richdjoe Barbershop Malang. In addition I also aims to know the influence of service quality positively and significantly on customer loyalty and indirect effect of service quality on customer loyalty through customer satisfaction. This study population is Richdjoe Barbershop customers that in average reach 1175 customers monthly and the study sample as many as 100 customers. This research method is done by using a quantitative and Path Analysis with SPSS version 21. The research finding of this study indicate that (1) the service quality that has been provided by company is in accordance with customer expectations although still needs to be improved on the indicators of the dimensions of reliability responsiveness and empathy (2) there is a positive and significant effect of service quality on customer satisfaction (3) there is a positive and significant effect of customer loyalty on customer satisfaction (4) there is a positive and significant effect of service quality on customer loyalty and (5) the indirect effect of service quality on customer loyalty through customer satisfaction is smaller than the direct effect of service quality on customer loyalty. Suggestions for Richdjoe Barbershop Malang is that the company should improve the quality of services provided especially on the ability to solve problems promptness of service speed of service provide a forum for any complaints from customers and more competitive pricing.

Informasi Detail

DDC

Rs 658.8343 SAP p

Prodi

Universitas Negeri Malang. Program Studi Manajemen, 2016.

Deskripsi Fisik

v, 97 lembar ; ill.; tab.; 30 cm

Bahasa

Indonesia

No Reg

00150/KI/17

Edisi

Skripsi (Sarjana). Universitas Negeri Malang, 2016

Subjek

1. KONSUMEN, KEPUASAN
2. CONSUMER SATISFACTION

Pembimbing

1. Agus Hermawan ; 2. Titis Shinta Dhewi

Lampiran Berkas