Nugroho, Kurniawan Adi (2025) Analisis Kualitas Pelayanan Terhadap Kepuasan Pelanggan dan "Switching Intention" Menggunakan Metode Partial Least Square Structural Equation Model (PLS-SEM) (Studi Kasus pada Rumah Kos di Kecamatan Rungkut Kota Surabaya). Undergraduate thesis, UPN Veteran Jawa Timur.
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Abstract
Boarding houses are small and medium service business that provide room rentals, which are an attractive choice for entrepreneurs because they are considered a simple and promising investment if managed well. The demand for temporary housing continues to increase, especially for those who migrate or have routines far from where they live. This research aims to evaluate the influence of variables such as responsiveness, competence, communication, credibility, security, understanding, and tangibles on customer satisfaction in boarding houses in Rungkut District, Surabaya City. The research subjects were boarding house resident in the area, with samples taken using a purposive sampling method for time and cost efficiency. Data was collected through a qestionnaire using the Partial Least Square Strucutural Equation Model (PLS-SEM) method. The research results show that a number of variables such as responsiveness, competence, communication, credibility, security, understanding, and tangibles have a significant positive effect on customer satisfaction, both for men, women and all respondents. On the other hand, reliability, access, and courtesy do not significantly influence customer satisfaction. Apart from that, the level of customer satisfaction has also been proven to have a significant negative impact on switching intention.
| Item Type: | Thesis (Undergraduate) | ||||||||
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| Subjects: | T Technology > TX Home economics | ||||||||
| Divisions: | Faculty of Engineering > Departement of Industrial Engineering | ||||||||
| Depositing User: | Kurniawan Adi Nugroho | ||||||||
| Date Deposited: | 14 Mar 2025 07:34 | ||||||||
| Last Modified: | 14 Mar 2025 07:34 | ||||||||
| URI: | https://repository.upnjatim.ac.id/id/eprint/35682 |
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