Search for collections on Perbanas Institutional Repository

PENGARUH E-SERVICE QUALITY DAN KEPUASAN PELANGGAN TERHADAP LOYALITAS DENGAN MODERASI PERSEPSI NILAI YANG DIRASAKAN PELANGGAN KERETA API DI SURABAYA

NURRIZAL, MUHAMMAD (2015) PENGARUH E-SERVICE QUALITY DAN KEPUASAN PELANGGAN TERHADAP LOYALITAS DENGAN MODERASI PERSEPSI NILAI YANG DIRASAKAN PELANGGAN KERETA API DI SURABAYA. Undergraduate thesis, STIE PERBANAS SURABAYA.

[img]
Preview
Text
ARTIKEL ILMIAH.pdf

Download (1MB) | Preview
[img]
Preview
Text
COVER.pdf

Download (656kB) | Preview
[img]
Preview
Text
BAB I.pdf

Download (239kB) | Preview
[img]
Preview
Text
BAB II.pdf

Download (273kB) | Preview
[img] Text
BAB III.pdf
Restricted to Registered users only

Download (214kB)
[img] Text
BAB IV.pdf
Restricted to Registered users only

Download (792kB)
[img]
Preview
Text
BAB V.pdf

Download (197kB) | Preview
[img] Text
LAMPIRAN.pdf
Restricted to Registered users only

Download (2MB)

Abstract

In answer to customer complaints on ticket booking service, especially when there is increased demand during the holidays, PT. KAI launched a new service called Internet Reserve to provide ease of ticket booking. This study aimed to determine the effect of E-Service Quality and Customer Satisfaction on Customer Loyalty as well as determine significant moderating effect of Customer Perceived Value on Customer Satisfaction and Customer Loyalty PT. KAI. The study design included in the study of causal and inferential. The population in this study was a society in Surabaya who use internet services PT. KAI is the number of samples taken a total of 110 respondents using judgmental sampling. Data collected by distributing questionnaires to customers of PT. KAI who use the internet service. The data analysis technique used is SEM (Structural Equation Modeling) with AMOS program. The results in this study can be concluded that: (1) E-Service Quality positively influence on Customer Satisfaction; (2) Customer Satisfaction positively influence on Customer Loyalty; (3) Customer Perceived Value has a significant moderating effect on Customer Satisfaction and Customer Loyalty PT. KAI in Surabaya. Keywords: E-Service Quality, Customer Satisfaction, Customer Loyalty

Item Type: Thesis (Undergraduate)
Subjects: 600 - TECHNOLOGY > 658 - GENERAL MANAGEMENT > 658.8 - MANAGEMENT OF MARKETING
600 - TECHNOLOGY > 658 - GENERAL MANAGEMENT > 658.82 - SALES PROMOTION
Divisions: Bachelor of Management
Depositing User: Perpustakaan Universitas Hayam Wuruk Perbanas Surabaya
Date Deposited: 07 Apr 2017 10:36
Last Modified: 07 Apr 2017 10:36
URI: http://eprints.perbanas.ac.id/id/eprint/718

Actions (login required)

View Item View Item