Pengaruh Kualitas Layanan Terhadap Loyalitas Pengguna Jasa Sekuriti Di Pt. Semesta Multi Sekurindo (key Guards Security)

Verdian Siswandi, Maya Ariyanti, Soeparwoto Dharmoputra

Abstract

ABSTRAK Berkembangnya Badan Usama Jasa Pengamanan (BUJP) atau penyedia jasa keamanan di Indonesia dilihat sebagai peluang oleh PT. Semesta Multi Sekurindo yang kemudian mendirikan penyedia jasa keamanan bernama Key Guards Security. Key Guards Security memiliki masalah penjualan yang berfluktuasi. Ketatnya persaingan bisnis menyebabkan konsumen mudah berpindah dari perusahaan yang satu ke yang lain. Tujuan penelitian ini untuk mengukur seberapa besar pengaruh kualitas layanan terhadap loyalitas pelanggan melalui kepuasan pelanggan pada PT. Semesta Multi Sekurindo (Key Guards Security). Metode yang digunakan adalah Structural Equation Modelling (SEM). Penelitian ini menggunakan teknik nonprobability sampling dalam menentukan sampel penelitian dengan kuesioner sebagai alat pengumpulan data dan kemudian diolah menggunakan SmartPLS . Kata kunci: Kepuasan Pelanggan, Key Guards Security, Kualitas Layanan, Loyalitas Pelanggan, Structural Equation Modelling (SEM). ABSTRACT The development of the Security Services Agency (BUJP) or provider of security services in Indonesia is seen as an opportunity by PT. Semesta Multi Sekurindo which later established a security service provider named Key Guards Security. Key Guards Security has fluctuating sales problems. Tight business competition causes consumers to easily move from one company to another. The purpose of this study is to measure how much influence the quality of service on customer loyalty through customer satisfaction at PT. Semesta Multi Sekurindo (Key Guards Security). The method used is Structural Equation Modeling (SEM). This study uses nonprobability sampling technique in determining the research sample with a questionnaire as a data collection tool and then processed using SmartPLS. Keywords: Customer Satisfaction, Key Guards Security, Loyalty Customers, Service Quality, Structural Equation Modelling (SEM).

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