ANALISIS PENGARUH KUALITAS PELAYANAN KEPERCAYAA DAN PROMOSI TERHADAP LOYALITAS PELANGGAN PADA BUS RAPID TRANSIT (BRT) SEMARANG “Studi kasus pada koridor 1 Mangkang – Penggaron”

DEWI, MASKANAH (2019) ANALISIS PENGARUH KUALITAS PELAYANAN KEPERCAYAA DAN PROMOSI TERHADAP LOYALITAS PELANGGAN PADA BUS RAPID TRANSIT (BRT) SEMARANG “Studi kasus pada koridor 1 Mangkang – Penggaron”. SKRIPSI.

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Abstract

This research was motivated by the increasing needs of the public, including in the field of air transportation. land transport is one of the most popular types public transport this time. BRT Trans Semarang as one of the companies engaged in the land transportation services that will always provide the best service and satisfactory. The Processing method used by researchers is multiple linear regression analysis, the following multiple linear regression equation : Y=a+b_1 x_1+b_2 x_2+b_3 x_3+μ The purpose of the research is to determine the effect of service qhuality, customer trust, and promotion of customer loyalty on customers BRT Trans Semarang route Mangkang - Penggaron. The sample in this research were 100 respondents with sampling insidental. The analysis used in this research is descriptive analysis and quantitative analysis, data is analyzed by using multiple linear regression analysis with Statistic Package For Social Science (SPSS) version 24 software. The result of the research by testing the t-test hypothesis partially shows that the sercice qhuality, customer trust, and promotion have positive and significant influence to customer loyalty. Based on the research results can be seen that the research model of multiple linear regression equation is: Y= 1,706 + 0,202.X1 + 0,321.X2 + 0,313.X3 + µ. The result of multiple linear regression equation shows that there is partially positive influence between the service qhuality to customer loyalty (t count = 2,881> t table = 1,98525), customer trust to customer loyalty (t count = 3,206> t table = 1 , 98525), promotion to customer loyalty (t arithmetic = 3,709> t table = 1.98498. Keywords: service qhuality, trust, promotion and customer loyalty

Item Type: Article
Additional Information: NIM. 1501.14.038
Subjects: Transportasi
Divisions: Program Studi > S1-Transportasi
Depositing User: AMNI Perpustakaan Semarang
Date Deposited: 21 Nov 2019 04:21
Last Modified: 21 Nov 2019 04:21
URI: http://repository.stimart-amni.ac.id/id/eprint/160

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