PENGARUH KUALITAS PELAYANAN DAN HARGA TERHADAP LOYALITAS PELANGGAN PADA RUMAH MAKAN KEDAI 5LIMA SAMARINDA (Rahmat Tuah Maulana1)

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On: Oct 7, 2019 @ 7:53 AM
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  • Judul artikel eJournal: PENGARUH KUALITAS PELAYANAN DAN HARGA TERHADAP LOYALITAS PELANGGAN PADA RUMAH MAKAN KEDAI 5LIMA SAMARINDA
  • Pengarang (nama mhs): Rahmat Tuah Maulana1
  • Abstrak (max. 1600 huruf atau 250 kata): This research aims to analyze the relationship between the influence of Service Quality and Price on Customer Loyalty in one of the restaurants in Samarinda, namely Kedai 5Lima Samarinda. In this study using the theory of service quality according to Tjiptono (2012), namely reliability, responsiveness, assurance, empathy and physical evidence. The next theory is price according to Kotler and Armstrong (2012), namely price compatibility with product quality, price list, price discount and adjusted prices. Customer loyalty according to Kotler and Keller (2012), namely repurchase, resilience and reference or recommendation. Data collection techniques were carried out by observation, interviews and questionnaires, and analysis tools used validity test, reliability test, classic assumption test, multiple linear regression analysis and hypothesis testing with spss version 20. The sampling technique used was non probability sampling (purposive sampling ) The number of samples used as many as 92 respondents were customers of Kedai 5Lima restaurant Samarinda. The results of this study indicate that the results of the calculation of the Simultaneous test of service quality and price variables have a simultaneous effect on customer loyalty, from the calculation of the Partial test only the price variable that has a partial effect, while the service quality variable does not affect customer loyalty . The variable that has the most significant effect on customer loyalty is the price variable.
  • Kata kunci (max. 80 huruf atau 10 kata): Service Quality , Price , Customer Loyalty
  • NIM: 1502095085
  • Angkatan (tahun masuk, mis. 2009): 2015
  • Program Studi: Administrasi Bisnis
  • Sumber tulisan: Skripsi
  • Pembimbing: Fareis Althalets, S.Par., M.M dan M. Tommy Fimi Putera, SE., M.Si
  • Nama eJournal: eJournal Administrasi Bisnis
  • Volume: 7
  • Nomor: 4
  • Tahun: 2019
  • File artikel eJournal (format .doc, max. 2 Mb): 01_format_artikel_ejournal (10-07-19-07-53-50).doc (258 kB)
  • File artikel eJournal (format .PDF, max. 5 Mb): 01_format_artikel_ejournal (10-07-19-07-53-50).pdf (439 kB)

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