PENGARUH KUALITAS PELAYANAN DAN HARGA TERHADAP KEPUASAN PELANGGAN DAN LOYALITAS PELANGGAN BENGKEL SURYA CAHAYA MOTOR JAKARTA PUSAT
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Institusion
Sekolah Tinggi Ilmu Ekonomi Indonesia Jakarta
Author
ACHSARI, ICHA
Subject
Manajemen Pemasaran
Datestamp
2022-01-04 03:15:29
Abstract :
This study aims to determine the effect of service quality and price on customer satisfaction and loyalty of the SCM Motorcycle repair shop customers. The method used in this study is a survey method. The population in this study were all customers of the Solar Light Motor Workshop (SCM), while the samples in this study were 100 customers who had used the services of the SCM Motorcycle Workshop at least 3 times. The results of the study concluded that 1) Service quality influences customer satisfaction, 2) Price influences customer satisfaction, 3) Service quality does not affect customer loyalty, 4) Price does not affect customer loyalty, 5) Customer satisfaction influences customer loyalty Motorbike Repair Services SCM, 6) Service quality does not directly affect customer loyalty, service quality can affect customer loyalty through customer satisfaction, 7) Price does not directly affect customer loyalty, service quality can affect customer loyalty through customer satisfaction Keywords : Service Quality, Price, Customer Satisfaction, Customer Loyalty
This study aims to determine the effect of service quality and price on customer satisfaction and loyalty of the SCM Motorcycle repair shop customers. The method used in this study is a survey method. The population in this study were all customers of the Solar Light Motor Workshop (SCM), while the samples in this study were 100 customers who had used the services of the SCM Motorcycle Workshop at least 3 times. The results of the study concluded that 1) Service quality influences customer satisfaction, 2) Price influences customer satisfaction, 3) Service quality does not affect customer loyalty, 4) Price does not affect customer loyalty, 5) Customer satisfaction influences customer loyalty Motorbike Repair Services SCM, 6) Service quality does not directly affect customer loyalty, service quality can affect customer loyalty through customer satisfaction, 7) Price does not directly affect customer loyalty, service quality can affect customer loyalty through customer satisfaction Keywords : Service Quality, Price, Customer Satisfaction, Customer Loyalty
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