FIRDAUS, AGAM DWI SUBEKTI (2019) ANALISIS PENGARUH CITRA PERUSAHAAN, PERSEPSI HARGA DAN KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN PADA PT. JANGKAR PACIFIC SEMARANG. SKRIPSI.
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Abstract
Customer satisfaction is very important for companies that maintain the continuity of its business and the smoothness of its business activities. Customer satisfaction in using the services offered can be used as input for the company to improve and improve the company's image (image), perceived price and the quality of services provided. This research is based on the facts in the field that the image of the company, the perception of prices and the quality of services provided are very influential on customer satisfaction. So that to achieve customer satisfaction a company image, perceived price and good service quality are needed. The purpose of this study was to analyze whether the positive influence both individually and simultaneously between the independent variables of corporate image, perceived price and service quality on the dependent variable of customer satisfaction. In this study the object taken is a customer at PT. Jangkar Pacific Semarang is an EMKL employee. Data sources include primary data and secondary data. The sample in this study is 95 respondents whose data analysis techniques are multiple linear regression techniques. Based on the results of research and multiple analysis, the equation is produced: Y = 0,633 + 0,164 X1 + 0,283 X2 + 0,266 X3 + µ The results of multiple regression studies indicate that there is a partial positive effect. Corporate image on customer satisfaction (t count 2.180> t table 1.986), price perception of customer satisfaction (t count 3.524> t table 1.986), and service quality to customer satisfaction (t calculate 5,622> t table 1,986). Whereas for the feasibility test model (F count 44,355> Ftable 2.70). The influence of the three research variables is very strong with adjusted R2 = 0.580 correlation value. Simultaneously the company image variable, perceived price and service quality have an effect of 58.0% on customer satisfaction and 42.0%, influenced by research variables that were not detected in this study. Keywords: Company Image, Price Perception, Service Quality and Customer Satisfaction
| Item Type: | Article |
|---|---|
| Subjects: | Transportasi |
| Divisions: | Program Studi > S1-Transportasi |
| Depositing User: | AMNI Perpustakaan Semarang |
| Date Deposited: | 21 Nov 2019 02:41 |
| Last Modified: | 21 Nov 2019 02:41 |
| URI: | http://repository.stimart-amni.ac.id/id/eprint/147 |
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