ANALISIS PENGARUH PERSEPSI KUALITAS, KEAMANAN, DAN KEMANFAATAN PADA KEPUASAN DAN LOYALITAS KONSUMEN �TOLAK ANGIN�
In the current time, the tendency and awareness of society in using traditional medicine has increased. Because of the increasing competition of traditional medicine market, the quality, safety, and efficacy are the main things which must be considered by any producers...
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| Main Authors: | , |
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| 格式: | Theses and Dissertations NonPeerReviewed |
| 出版: |
[Yogyakarta] : Universitas Gadjah Mada
2014
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| 主題: | |
| 在線閱讀: | https://repository.ugm.ac.id/127670/ http://etd.ugm.ac.id/index.php?mod=penelitian_detail&sub=PenelitianDetail&act=view&typ=html&buku_id=67938 |
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| 機構: | Universitas Gadjah Mada |
| 總結: | In the current time, the tendency and awareness of society in using
traditional medicine has increased. Because of the increasing competition of
traditional medicine market, the quality, safety, and efficacy are the main things
which must be considered by any producers of traditional medicine in order to
achieve customer satisfaction and loyalty. Tolak Angin is a traditional medicine
produced by PT. Sido Muncul which have earned a certificate of Standardized
Herbal Medicines from National Agency of Drug and Food Control of Indonesia.
This study aims to analyze the influence of the perceived quality, safety, and
efficacy of Tolak Angin on customer satisfaction and loyalty.
This study used a survey method with the entire population of consumers
Tolak Angin in Yogyakarta, meanwhile the sampling used purposive sampling
method. The independent variables of first hypothesis (H
1), second (H
2
), and third
(H
3
) are quality, safety, and efficacy and the dependent variable is satisfaction.
While the hypothesis 4 (H
4
), the satisfaction is an independent variable and
loyalty as a dependent variable. All variables were measured using a Likert scale.
Primary data were obtained using a questionnaire administered to 210
respondents. Validity test of the research instrument with Confirmatory Factor
Analysis and reliability test with Cronbach's Alpha, whereas hypothesis testing
using linear regression analysis.
The results showed that the perceived quality, safety, and efficacy had
significantly positive effect on customer satisfaction, and customer satisfaction
had significantly positive effect on customer loyalty. The Influence of the
perceived quality, safety, and efficacy on customer satisfaction was 60.40%. The
efficacy gave the greatest influence on customer satisfaction (β=0.478), while
safety gave the smallest influence on consumer satisfaction (β=0.136). The
influence of customer satisfaction on customer loyalty was 42.80%. |
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