Analisis Pengaruh Kualitas Pelayanan Dan Nilai Pelanggan Terhadap Kepuasan Pelanggan Dan Word Of Mouth Pada PDAM Tirta Indragiri Tembilahan
Main Author: | Nur Yuniarti |
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Format: | Masters |
Bahasa: | ind |
Terbitan: |
Program Pascasarjana Universitas Riau
, 2016
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Subjects: | |
Online Access: |
http://lib.pps.unri.ac.id//index.php?p=show_detail&id=3994 http://lib.pps.unri.ac.id//lib/minigalnano/createthumb.php?filename=../../images/docs/Nur_Yuniarti.PNG.PNG&width=200 |
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<dc schemaLocation="http://www.openarchives.org/OAI/2.0/oai_dc/ http://www.openarchives.org/OAI/2.0/oai_dc.xsd"><title>Analisis Pengaruh Kualitas Pelayanan Dan Nilai Pelanggan Terhadap Kepuasan Pelanggan Dan Word Of Mouth Pada PDAM Tirta Indragiri Tembilahan</title><creator>Nur Yuniarti</creator><subject>Kualitas</subject><publisher>Program Pascasarjana Universitas Riau</publisher><date>2016</date><language>ind</language><type>Thesis:Masters</type><identifier>http://lib.pps.unri.ac.id//index.php?p=show_detail&id=3994</identifier><description>ABSTRAKNUR YUNIARTI, NIM 1310247075, Pengaruh Kualitas Pelayanan dan Nilai Pelanggan terhadap Kepuasan Pelanggan dan Word of Mouth pada Perusahaan Daerah Air Minum Tirta Indragiri Tembilahan, dibawah bimbingan Prof.Dr. Susi Hendriani, SE.,M.Si dan Drs. Machasin, M.Si.Penelitian ini bertujuan untuk mengetahui pengaruh Kualitas Pelayanan dan Nilai Pelanggan terhadap Kepuasan Pelanggan dan Word of Mouth pada PDAM Tirta Indragiri Tembilahan. Sampel penelitian ini adalah pelanggan PDAM Tirta Indragiri Tembilahan yaitu sebanyak 200 pelanggan. Metode sampling yang digunakan yaitu tehnik probability sampling. Struktural Equation Modeling (SEM) digunakan sebagai analisis data dan diproses dengan Partial Least Square (PLS) sebagai salah satu bentuk analisis structural equation model.Hasil penelitian ini menunjukkan bahwa Nilai Pelanggan memiliki pengaruh positif siginifikan terhadap Kepuasan dan Word of Mouth. Kualitas Pelayanan memiliki pengaruh positif signifikan terhadap kepuasan, namun kualitas pelayanan memiliki pengaruh positif akan tetapi tidak signifikan terhadap Word of Mouth. Disamping itu kepuasan menimbulkan amplifying effect terhadap kualitas pelayanan dan nilai pelanggan. Penelitian ini merekomendasikan kepada PDAM Tirta Indragiri Tembilahan untuk meningkatkan Word of Mouth positif dengan melakukan perbaikan Kepuasan pelanggan, dengan menyediakan pelayanan dan Nilai Pelanggan yang memenuhi ekspektasi pelanggan. Perbaikan kualitas pelayanan lebih dititik-beratkan pada kualitas lingkungan fisik, dan dapat diarahkan untuk memperkuat nilai pelanggan. . Kata Kunci: Kualitas Pelayanan, Nilai Pelanggan, Kepuasan, Word of MouthABSTRACTNUR Yuniarti, SN 1310247075, Effect of Service Quality and Customer Value on Customer Satisfaction and Word of mouth on PDAM Tirta Indragiri Tembilahan, suvervised by Prof. Susi Hendriani., SE., M.si and Drs. Machasin., M.Si.This study aims to determine the influence of Service Quality and Customer Value on Customer Satisfaction and Word of mouth on PDAM Tirta Indragiri Tembilahan. Population is also the sample which of PDAM Tirta Indragiri Tembilahan as many as 200 customers. The sampling method used is probability sampling technique. Structural Equation Modeling (SEM) was used as the data analysis and processing with Partial Least Square (PLS) 1 software.These results indicate that customer value has a significant positive effect on satisfaction and word of mouth. Service quality has significant positive effect on satisfaction, but service quality has a positive effect but not significant to the word of the mouth. In adition besides to that the satisfaction of causing amplifying effect on the quality of services and customer value.The study recommends that PDAM Tirta Indragiri Tembilahan to increase positive word of mouth by improving customer satisfaction, by providing services and customer value that meets customer expectations. The improvement of service quality is detected to the quality of improvement physical and can be directed to strengther customer value.Keywords: Service Quality, Customer Value, Satisfaction, Word of Mouth</description><coverage>Pekanbaru</coverage><identifier>http://lib.pps.unri.ac.id//lib/minigalnano/createthumb.php?filename=../../images/docs/Nur_Yuniarti.PNG.PNG&width=200</identifier><subject>658.4013</subject><image>http://lib.pps.unri.ac.id//lib/minigalnano/createthumb.php?filename=../../images/docs/Nur_Yuniarti.PNG.PNG&width=200</image><recordID>slims-3994</recordID></dc>
|
language |
ind |
format |
Thesis:Masters Thesis |
author |
Nur Yuniarti |
title |
Analisis Pengaruh Kualitas Pelayanan Dan Nilai Pelanggan Terhadap Kepuasan Pelanggan Dan Word Of Mouth Pada PDAM Tirta Indragiri Tembilahan |
publisher |
Program Pascasarjana Universitas Riau |
publishDate |
2016 |
topic |
Kualitas 658.4013 |
url |
http://lib.pps.unri.ac.id//index.php?p=show_detail&id=3994 http://lib.pps.unri.ac.id//lib/minigalnano/createthumb.php?filename=../../images/docs/Nur_Yuniarti.PNG.PNG&width=200 |
contents |
ABSTRAKNUR YUNIARTI, NIM 1310247075, Pengaruh Kualitas Pelayanan dan Nilai Pelanggan terhadap Kepuasan Pelanggan dan Word of Mouth pada Perusahaan Daerah Air Minum Tirta Indragiri Tembilahan, dibawah bimbingan Prof.Dr. Susi Hendriani, SE.,M.Si dan Drs. Machasin, M.Si.Penelitian ini bertujuan untuk mengetahui pengaruh Kualitas Pelayanan dan Nilai Pelanggan terhadap Kepuasan Pelanggan dan Word of Mouth pada PDAM Tirta Indragiri Tembilahan. Sampel penelitian ini adalah pelanggan PDAM Tirta Indragiri Tembilahan yaitu sebanyak 200 pelanggan. Metode sampling yang digunakan yaitu tehnik probability sampling. Struktural Equation Modeling (SEM) digunakan sebagai analisis data dan diproses dengan Partial Least Square (PLS) sebagai salah satu bentuk analisis structural equation model.Hasil penelitian ini menunjukkan bahwa Nilai Pelanggan memiliki pengaruh positif siginifikan terhadap Kepuasan dan Word of Mouth. Kualitas Pelayanan memiliki pengaruh positif signifikan terhadap kepuasan, namun kualitas pelayanan memiliki pengaruh positif akan tetapi tidak signifikan terhadap Word of Mouth. Disamping itu kepuasan menimbulkan amplifying effect terhadap kualitas pelayanan dan nilai pelanggan. Penelitian ini merekomendasikan kepada PDAM Tirta Indragiri Tembilahan untuk meningkatkan Word of Mouth positif dengan melakukan perbaikan Kepuasan pelanggan, dengan menyediakan pelayanan dan Nilai Pelanggan yang memenuhi ekspektasi pelanggan. Perbaikan kualitas pelayanan lebih dititik-beratkan pada kualitas lingkungan fisik, dan dapat diarahkan untuk memperkuat nilai pelanggan. . Kata Kunci: Kualitas Pelayanan, Nilai Pelanggan, Kepuasan, Word of MouthABSTRACTNUR Yuniarti, SN 1310247075, Effect of Service Quality and Customer Value on Customer Satisfaction and Word of mouth on PDAM Tirta Indragiri Tembilahan, suvervised by Prof. Susi Hendriani., SE., M.si and Drs. Machasin., M.Si.This study aims to determine the influence of Service Quality and Customer Value on Customer Satisfaction and Word of mouth on PDAM Tirta Indragiri Tembilahan. Population is also the sample which of PDAM Tirta Indragiri Tembilahan as many as 200 customers. The sampling method used is probability sampling technique. Structural Equation Modeling (SEM) was used as the data analysis and processing with Partial Least Square (PLS) 1 software.These results indicate that customer value has a significant positive effect on satisfaction and word of mouth. Service quality has significant positive effect on satisfaction, but service quality has a positive effect but not significant to the word of the mouth. In adition besides to that the satisfaction of causing amplifying effect on the quality of services and customer value.The study recommends that PDAM Tirta Indragiri Tembilahan to increase positive word of mouth by improving customer satisfaction, by providing services and customer value that meets customer expectations. The improvement of service quality is detected to the quality of improvement physical and can be directed to strengther customer value.Keywords: Service Quality, Customer Value, Satisfaction, Word of Mouth |
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