Membangun loyalitas melalui kualitas sistem, kualitas informasi, dan kualitas layanan dengan kepuasan pelanggan sebagai mediasi
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Abstract
This thesis is the result of quantitative research which aims to analyze the factors that
influence customer satisfaction of GreatDay HR users to increase Customer Loyalty.
Research data was collected through the distribution of questionnaires as primary data and
secondary data based on the results of previous research literature studies. Furthermore,
it is analyzed by quantitative descriptive analysis, through correlational studies to analyze
the causality relationship between research variables in accordance with the compiled
hypothesis. In the t-test the results state that there is a positive and significant impact
between system quality, information quality, and service quality on customer satisfaction.
Furthermore, the results of the study stated that there was a positive and significant impact
between system quality and customer satisfaction on customer loyalty. The result of the ttest of the variable that has the most impact on customer satisfaction is the quality of the
system with a large effect of 37%. In the Path Analysis Test, the results stated that the
quality of information and service quality had a direct negative and insignificant effect on
customer loyalty, while the quality of the system had a direct positive and significant effect
on customer loyalty. In line with the conclusions above, it is recommended that GreatDay
HR companies and other similar application service providers should improve customer
satisfaction in order to create customer loyalty by developing system quality, information
quality, and service quality.
Article Details
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