SINGGIH, SETIAWAN (2018) ANALISIS FAKTOR-FAKTOR YANG MEMPENGARUHI LOYALITAS PENUMPANG PADA PO. SINAR JAYA CILACAP-JAKARTA. SKRIPSI.
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Abstract
This research is motivated by the decline in the number of passengers in PO. Sinar Jaya Cilacap-Jakarta. The decrease in the number of passengers indicates that the loyalty of PO bus service users. Sinar Jaya is declining. By looking at the existing problems, this research is directed to analyze how to increase loyalty by being supported by improved service quality, facilities, customer satisfaction and price perception. The population in this study were those who had used PO services transportation. Sinar Jaya. Samples taken were as many as 100 people using non-probability sampling techniques with incidental sampling. The data analysis method used in this study is Multiple Linear Regression, based on the results of multiple research and analysis, the equation is: Y = 1,676 + 0,229 + 0,291 + 0,187 + 0,212 + μ. The results of multiple linear regression equation show that there is a partial positive influence between service quality on customer loyalty (tcount 2.805> t table 1.984), facilities to customer loyalty (t count 3.372> t table 1.984), customer satisfaction with customer loyalty (t count 2.992> t table 1.984 ) and price perception on customer loyalty (t count 3,010> t table 1,984). The influence of the four research variables is very strong with the correlation value Adjusted R2 = 0.529. Partially, the variables of service quality, facilities, customer satisfaction and price perception affected 52.9% of customer loyalty and 47.1% were influenced by research variables that were not detected in this study. Keywords: Service quality, facilities, customer satisfaction, price perception, loyalty
| Item Type: | Article |
|---|---|
| Additional Information: | NIM. 1501.14.112 |
| Subjects: | Transportasi |
| Divisions: | Program Studi > S1-Transportasi |
| Depositing User: | AMNI Perpustakaan Semarang |
| Date Deposited: | 25 Nov 2019 02:51 |
| Last Modified: | 25 Nov 2019 02:51 |
| URI: | http://repository.stimart-amni.ac.id/id/eprint/248 |
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