KEPUASAN PELANGGAN, HAMBATAN BERPINDAH, KOMITMEN PELANGGAN DAN LOYALITAS PELANGGAN PADA KONSUMEN HOTEL DI BANDUNG

Rina Tri Yuningsih, - (2018) KEPUASAN PELANGGAN, HAMBATAN BERPINDAH, KOMITMEN PELANGGAN DAN LOYALITAS PELANGGAN PADA KONSUMEN HOTEL DI BANDUNG. S1 thesis, Universitas Pendidikan Indonesia.

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Abstract

Penelitian ini bertujuan untuk mengetahui dinamika hubungan antara Kepuasan Pelanggan, Hambatan Berpindah, Komitmen Pelanggan dan Loyalitas Pelanggan pada Konsumen Hotel di Bandung. Alat ukur yang digunakan untuk penelitian ini adalah Customer Satisfaction Scale, Switching Barrier Scale, Commitment Scale dan Customer Loyaly Scale dimana masing-masing alat ukur diadaptasi ke dalam Bahasa Indonesia oleh peneliti. Metode penelitian yang digunakan adalah pendekatan kuantitatif dengan menggunakan analisis jalur (path analysis) dengan responden sebanyak 349 orang yang pernah menginap di Hotel yang ada di Bandung. Responden diambil secara non-probability sampling dengan teknik incidental sampling. Hasil penelitian menunjukkan bahwa Kepuasan Pelanggan memiliki pengaruh langsung yang signifikan terhadap Hambatan Berpindah, Komitmen Pelanggan dan Loyalitas Pelanggan. Selain itu Kepuasan Pelanggan juga memiliki pengaruh tidak langsung yang signifikan terhadap Loyalitas Pelanggan melalui Hambatan Berpindah dan Komitmen Pelanggan.;-- This study aims to determine the dynamics between customer satisfaction, switching barrier, customer commitment, and customer loyalty on consumer Hotel at Bandung. The measuring tool used for this research is Customer Satisfaction Scale, Switching Barrier Scale, Commitment Scale and Customer Loyaly Scale, which measuring instrument is adapted into Indonesian languange by researcher. The research method used is quantitative approach by using path analysis with respondents as many as 349 people who have ever stay at Hotel in Bandung. Respondents were taken by non-probability sampling with incidental sampling technique. The result showed that customer satisfaction has a significant direct effect on swithing barrier, customer commitment and cutomer loyalty. Other than that,customer satisfaction have a significant indirect effect on customer loyalty through switching barrier and customer commitment.

Item Type: Tugas Akhir,Skripsi,Tesis,Disertasi (S1)
Additional Information: No. Panggil: S PSI RIN p-2018; Pembimbing: I. Medianta Tarigan, II. Anastasia Wulandari; NIM: 1300624.
Uncontrolled Keywords: Kepuasan Pelanggan, Hambatan Berpindah, Komitmen Pelanggan dan Loyalitas Pelanggan, Customer Satisfaction, Switching Barrier, Customer Commmitment.
Subjects: G Geography. Anthropology. Recreation > GV Recreation Leisure
Divisions: Fakultas Ilmu Pendidikan > Program Studi Psikologi
Depositing User: Mahda
Date Deposited: 04 Sep 2019 04:40
Last Modified: 04 Sep 2019 04:40
URI: http://repository.upi.edu/id/eprint/38303

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