MURZANI, OLIVIA (2012) Pengaruh Kualitas Pelayanan, Kualitas Produk Dan Harga Terhadap Kepuasan Konsumen Dan Loyalitas Pelanggan Salon Muslimah Di Semarang. Other thesis, STIE Bank BPD Jateng.
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Abstract
In general, there is no limit to human needs, the needs of the most demanded is the need to maintain both the appearance and beauty of face and body. Many ways in which to maintain the appearance of the beauty of men and women one of them went to the salon. Salon that was once just as the barber now evolve. This study aims to determine the effect of service quality, product quality, and price to customer satisfaction and customer loyalty in the Semarang Muslim Salon. Where the independent variables consisting of quality of service, product quality and prices affect consumer satisfaction and customer loyalty as the dependent variable. The population in this study are the customers who do care in Muslim Salon (Salon Mutia Sakina Muslim or Muslim house) at least 2 times a month. Determination of the sample in this study menggunankan accidental sampling method. The sample in this study of 100 respondents. Testing hypotheses using Structural Equation Modeling techniques (SEM) using AMOS program 18 is used to determine the effect of the variable quality of service, product quality and pricing of customer satisfaction and loyalty are hypothesized to be positively related to customer satisfaction and customer loyalty. These results indicate that the hypothesis I received with the value of CR = 2, 649 and P = 0, 008. Hypothesis II is rejected by the value of CR = 0, 759 and P = 0, 448. Furthermore, hypothesis III received the value of CR = 3, 357 and P = 0, 000. Hypothesis IV is received by the CR = 3, 827 and P = 0.000. The most influential variable is the variable quality of service and price for the CR and P already fulfill the requirement (CR> 1, 96 and P <0, 05).
| Item Type: | Thesis (Other) |
|---|---|
| Uncontrolled Keywords: | Kualitas Pelayanan, Kualitas Produk, Harga, Kepuasan Konsumen dan Loyalitas Pelanggan |
| Subjects: | H Social Sciences > H Social Sciences (General) H Social Sciences > HB Economic Theory |
| Divisions: | Faculty of Law, Arts and Social Sciences > School of Art |
| Depositing User: | Magang Magang Siswa |
| Date Deposited: | 20 Feb 2024 07:47 |
| Last Modified: | 20 Feb 2024 07:47 |
| URI: | http://eprints.stiebankbpdjateng.ac.id/id/eprint/1749 |
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