Pengaruh Kualitas Pelayanan dan Persepsi Harga Terhadap Loyalitas Pelanggan (Pada Alfamart Simogunung Surabaya)

Dika Bayu Saputra, Pribanus Wantara

Abstract


This research aims to determine the effect of service quality, price
perception on customer loyalty with a case study on Alfamart consumers
in Simo Gunung, Surabaya. The research method used is a quantitative
method with primary data through questionnaires distributed to
respondents. The sampling technique in this study used a simple random
sampling technique, namely sampling from the population was carried out
randomly without paying attention to the existing strata in the population,
which then obtained 96 samples.
The results obtained from the research conducted indicate that service
quality has a significant and significant effect on customer loyalty as well as
price perceptions have a significant effect on customer loyalty. And
simultaneously service quality and price perceptions have a positive effect
on customer loyalty variables simultaneously


Full Text:

PDF

References


Firatmadi, A. (2017). Pengaruh Kualitas Pelayanan Dan Persepsi Harga Terhadap

Pelanggan Tujuan Dampaknya Terhadap Loyalitas. Jurnal Studi

Bisnis , 2 (2), 80-105.

Ghozali, Imam. (2013). Aplikasi Analisis Multivariate Dengan Program Ibm Spss 21

Update Pls Regresi. Semarang: Badan Penerbit Universitas Diponegoro.

Handayani, W., & Soliha, E. (2015). Citra Dan Persepsi Harga Dalam

Mempengaruhi Pelanggan Dan Dampaknya Terhadap Loyalitas (Studi

Pada Pelanggan Bussines Center Smk Negeri 2 Semarang).

Kotler, P. & Keller, K.L. (2019), Manajemen Pemasaran Jilid I Edisi Ke 12. Jakarta:

Erlangga.

Marina, S., Darmawati, A., & Setiawan, I. (2014). Pengaruh Kualitas Pelayanan

Terhadap Loyalitas Pelanggan Pada Perusahaan Penerbangan Full

Service Airlines. Jurnal Manajemen Transportasi & Logistik , 1 (2), 157-

Masruroh, S. (2021). Pengaruh Persepsi Harga, Kualitas Layanan, Keragaman

Produk Dan Pengalaman Terhadap Loyalitas Pelanggan Di Bengkel

Bandara Motor Brangkal Mojokerto. Jurnal Ilmu Manajemen (Bion) , 1 (1),

-54

Normasari, Selvy Dkk. (2013). “Pengaruh Kualitas Pelayanan Terhadap Kepuasan

Pelanggan, Citra Perusahaan Dan Loyalitas Pelanggan Survei Pada Tamu

Pelanggan Yang Menginap Di Hotel Pelangi Malang”. Jurnal Administrasi

Bisnis. Vol. 6 No. 2 Desember 2013.

Putri, Hana Tamara. (2018). Pengaruh Manajemen Laba Terhadap Nilai

Perusahaan Pada Industri Manufaktur Yang Terdaftar Di Bursa Efek

Indonesia Periode 2015-2017.

Salomon, L. L., Ahmad, & Limanjaya, N. D., (2015). "Strategi Peningkatan Mutu

Part Bening Menggunakan Pendekatan Six Sigma (Studi Kasus:

Departement Injection Di Pt. Kg)". Jurnal Ilmiah Teknik Industri (2015),

(3), 156–165

Sugiyono. (2017). Metode Penelitian Kuantitatif, Kualitatif, Dan R&D. Bandung :

Alfabeta, Cv.

Tjiptono. (2016). Service, Quality & Satisfaction. Yogyakarta. Andi.




DOI: https://doi.org/10.21107/jkim.v2i4.16394

Refbacks

  • There are currently no refbacks.