ANALISIS FAKTOR YANG MEMPENGARUHI KUALITAS KERJA KARYAWAN UNTUK MEMBENTUK LOYALITAS PELANGGAN PADA PERUSAHAAN OTOBUS (Studi pada Bus Eksekutif Agra Mas Rute Kudus-Jakarta)

AGUNG, PITRA RAHMATULLAH (2019) ANALISIS FAKTOR YANG MEMPENGARUHI KUALITAS KERJA KARYAWAN UNTUK MEMBENTUK LOYALITAS PELANGGAN PADA PERUSAHAAN OTOBUS (Studi pada Bus Eksekutif Agra Mas Rute Kudus-Jakarta). SKRIPSI.

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Abstract

In this study, four variables of reliability, assurance, and empathy were analyzed as independent variables that influence the dependent variable, namely customer loyalty. Problem formulation, research objectives and hypotheses in this study were to analyze the positive and significant influence individually between the independent variables namely reliability, assurance, and empathy on the dependent variable namely customer loyalty. In this study the object taken was the Agra Mas executive bus service user. Data sources include primary and secondary data. The sample in this study were 100 respondents who were service users of the Agra Mas executive bus, holy route-Jakarta. The data analysis technique is multiple linear regression techniques and with SPSS 22.0 statistical tools, based on the results of research and data analysis resulting in the regression equation: Y = 0,491 + 0,317X1 + 0,371X2 + 0,192X3 + µ The results of multiple linear regression equations show that there is a partial positive and significant effect between reliability on customer loyalty on Agra Mas executive bus service users on the Kudus-Jakarta route (t count = 3.677> t table = 1.98498), customer loyalty loyalty Agra Mas executive bus service users (t count = 3.749> t table = 1.98498), and empathy for customer loyalty in Agra Mas executive bus service users (t count = 2.153> t table = 1.98498), while determination coefficients get R square value of 0.564 thus 56.4% customer loyalty in Agra Mas executive bus service users, explained by the 4 variables, while the remaining 43.6% is the influence of other variables not included in this study. Keywords: Reliability, Assurance, Empathy, and Customer Loyalty.

Item Type: Article
Additional Information: NIM. 1516.04.006
Subjects: Transportasi
Divisions: Program Studi > S1-Transportasi
Depositing User: AMNI Perpustakaan Semarang
Date Deposited: 21 Nov 2019 08:51
Last Modified: 21 Nov 2019 08:51
URI: http://repository.stimart-amni.ac.id/id/eprint/189

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