Solakhudin, - (2025) DETERMINAN LOYALITAS PELANGGAN: PERAN KEPUASAN SEBAGAI PEMEDIASI (STUDI PADA PELANGGAN PT LINTAS NETWORK SOLUSI). Thesis thesis, Universitas BPD.
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DAFTAR PUSTAKA THESIS SOLAKHUDIN22232514.pdf Download (187kB) |
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THESIS SOLAKHUDIN 22232514 BAB I-III.pdf Download (4MB) |
Abstract
ABSTRACT This study analyzes the influence of service quality perception and price fairness perception on customer loyalty, as well as their effects on customer satisfaction. Additionally, this research evaluates the impact of customer satisfaction on loyalty and examines the mediating role of customer satisfaction in the relationship between service quality perception and price fairness perception with customer loyalty. The population of this study consists of all 130 WiFi customers of PT Lintas Network Solusi, with the entire population used as the sample. The results indicate that service quality perception does not have a direct effect on customer loyalty but has a positive and significant effect on customer satisfaction. Conversely, price fairness perception has a positive and significant effect on both customer satisfaction and loyalty. Furthermore, customer satisfaction plays an important role by having a positive and significant impact on loyalty and fully mediates the relationship between service quality perception and loyalty, while partially mediating the relationship between price fairness perception and customer loyalty. Keywords: Customer Loyalty; Customer Satisfaction; Service Quality Perception; Price Fairness Perception
| Item Type: | Thesis (Thesis) |
|---|---|
| Additional Information: | Penelitian ini menganalisis pengaruh persepsi kualitas layanan dan persepsi kewajaran harga terhadap loyalitas pelanggan, serta pengaruh keduanya terhadap kepuasan pelanggan. Selain itu, penelitian ini juga mengevaluasi pengaruh kepuasan pelanggan terhadap loyalitas pelanggan dan mengkaji peran mediasi kepuasan pelanggan dalam hubungan antara persepsi kualitas layanan dan persepsi kewajaran harga dengan loyalitas pelanggan. Populasi penelitian ini adalah seluruh 130 pelanggan WiFi PT Lintas Network Solusi dengan melibatkan seluruh populasi sebagai sampel. Hasil penelitian menyebutkan bahwa persepsi kualitas layanan tidak berpengaruh langsung terhadap loyalitas pelanggan, namun berpengaruh positif dan signifikan terhadap kepuasan pelanggan. Sebaliknya, persepsi kewajaran harga memiliki pengaruh positif dan signifikan baik terhadap kepuasan maupun loyalitas pelanggan. Selain itu, kepuasan pelanggan berperan penting dengan memberikan pengaruh positif dan signifikan terhadap loyalitas, serta mampu memediasi secara penuh hubungan antara persepsi kualitas layanan dan loyalitas, serta memediasi secara parsial hubungan antara persepsi kewajaran harga dan loyalitas pelanggan. |
| Uncontrolled Keywords: | Loyalitas Pelanggan; Kepuasan Pelanggan; Persepsi Kualitas Layanan; Persepsi Kewajaran Harga |
| Subjects: | H Social Sciences > H Social Sciences (General) H Social Sciences > HB Economic Theory H Social Sciences > HE Transportation and Communications |
| Divisions: | Faculty of Law, Arts and Social Sciences > School of Management |
| Depositing User: | Wisudawan S2 |
| Date Deposited: | 18 Oct 2025 02:48 |
| Last Modified: | 18 Oct 2025 02:48 |
| URI: | http://eprints.stiebankbpdjateng.ac.id/id/eprint/2870 |
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