Rahayu, Indira Hanefa (2024) Analisis Pengaruh Kualitas Pelayanan dan Harga Terhadap Kepuasan Pelanggan dan Pembelian Ulang di PT Titipan Kilat Surabaya (Studi Kasus: PT Titipan Kilat Kedungsari Surabaya). Undergraduate thesis, UPN Veteran Jawa Timur.
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Abstract
PT Titipan Kilat Surabaya is an Indonesian logistics services company. The aim of this research is to examine the influence of service quality on customer satisfaction, the influence of price on customer satisfaction, the influence of service quality on repeat purchases, the influence of price on repeat purchases, and the influence of customer satisfaction on repeat purchases. This research uses the Structural Equation Modeling (SEM) method with maximum likelihood estimation techniques to determine a minimum sample size of 100. The sampling technique used is purposive sampling. Samples were taken from customers who had used the services of PT Titipan Kilat Surabaya at least three times. Based on the research results, it was found that the service quality variable (X1) did not have a significant influence on customer satisfaction (Y1) because the C.R value was 1.288 < t-table 1.746 and the regression value was 0.180. The price variable (X2) has a significant influence on customer satisfaction (Y1) because the C.R value is 4.762 > t-table 1.746 and the regression value is 0.828. The service quality variable (X1) does not have a significant influence on repeat purchases (Y2) because the C.R value is 0.641 < t-table 1.746 and the regression value is -0.719. The price variable (X2) does not have a significant influence on repeat purchases (Y2) because the C.R value is -0.383 < t-table 1.746 and the regression value is -2.047. The customer satisfaction variable (Y1) does not have a significant influence on repeat purchases (Y2) because the C.R value is 0.574 < t-table 1.746 and the regression value is 3.626.
| Item Type: | Thesis (Undergraduate) | ||||||||
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| Subjects: | T Technology > T Technology (General) T Technology > T Technology (General) > T55.4-60.8 Industrial engineering. Management engineering |
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| Divisions: | Faculty of Engineering > Departement of Industrial Engineering | ||||||||
| Depositing User: | Indira Hanefa Rahayu | ||||||||
| Date Deposited: | 17 Jul 2024 06:59 | ||||||||
| Last Modified: | 17 Jul 2024 06:59 | ||||||||
| URI: | https://repository.upnjatim.ac.id/id/eprint/26357 |
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