TIGANA, IRIC SANDRO (2019) ANALISIS PENGARUH KEPERCAYAAN, KUALITAS PELAYANAN, CITRA MEREK, DAN PERSEPSI KENYAMANAN TERHADAP LOYALITAS PENGGUNA KM. KELUD PT. PELAYARAN NASIONAL INDONESIA JURUSAN TANJUNG BALAI KARIMUN - BELAWAN. SKRIPSI.
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Abstract
User loyalty is an important factor in the survival of a company. The problem faced by the company today is related to the decrease in the number of user loyalty every year that happens to the company. If this is allowed to continue it is not impossible that this will endanger the continuation of the company's business continuity. There are many factors that influence customer loyalty influenced by trust, service quality, satisfaction, brand image and perceived comfort. In this study the object was taken by KM Transport service users. KELUD, Tanjung Balai Karimun - Belawan. Data sources include primary and secondary data. The sample in this study was 100 respondents the sampling technique used was an insedental sample, Based on the results of the analysis with the SPSS ver 22.0 tool, the following multiple regression equation research was obtained: Y = 0.189 + 0.203 X1 + 0.246 X2 + 0.257 X3 + 0.218 X4 + µ The results of multiple linear regression equations indicate that there is a positive and significant partial effect between (t count = 3.050> t table = 1.984) trust, (t count = 3.307> t table = 1.984) service quality, (t count3,614> t table = 1.984), brand image (t count = 3.198> t table = 1.984) perception of comfort towards user loyalty. Whereas together (simultaneous) positive and significant effect (F count = 28.447> F table 2.47) the influence of the four research variables is very strong with the coefficient of determination (Adjusted R Square) obtained at 52.6% of user loyalty and 47.4% were influenced by variables that were not detected in this study. Keywords: Trust, Service Quality, Brand Image, Perception of Comfort, User Loyalty.
| Item Type: | Article |
|---|---|
| Additional Information: | NIM.1516.04.114 |
| 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/194 |
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