WINDRA, DWI PRAWITNO (2018) ANALISIS PENGARUH KUALITAS PELAYANAN, KEPUASAN, DAN PERSEPSI KENYAMANAN TERHADAP LOYALITAS PENGGUNA KM. DHARMA FERRY II JURUSAN SEMARANG - KETAPANG. SKRIPSI.
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Abstract
User loyalty is an important factor to the survival of a company. The problems facing companies today are related to the decline in the number of user loyalty each year that happens to the company If this is allowed to continue it is not impossible this will endanger the continuity of the company's business they received when using the company. the problems faced today are the lack of facilities needed by customers, cleanliness, and security. There are many factors influencing customer loyalty influenced by service quality, user satisfaction and convenience perception. The formulation of the problem, the purpose of the study and the hypothesis on the background of the purpose of this study is to analyze whether there are positive effects both individually and simultaneously between independent variables of service quality, user satisfaction, convenience perceptions of the dependent variable is user loyalty. In this research object is taken service user of MV. Transportation. Dharma Ferry II majoring in Semarang - Ketapang. Data sources include primary and secondary data. The sample in this research is 100 respondent sampling technique used is sample insedental. Based on the result of research and multiple analysis,The result of multiple linear regression equation shows that there is a positive and significant influence partially between (t arithmetic = 2,585> t table = 1,984) service quality, (t count 4.122> t table = 1,984) user satisfaction (t count = 4.755> t table = 1.984) convenience perceptions of user loyalty. While simultaneously have positive and significant influence (F arithmetic = 0,55> F table 2.70) the influence of three very strong research variables is service quality variable (X1) with correlation value R = 0.90. Together - the influence of service quality, user satisfaction, convenience perceptions on user loyalty. keywords: Precieved service quality, Customer satisfaction, Perception of comfort, On Customer Loyalty.
| Item Type: | Article |
|---|---|
| Additional Information: | NIM: 1501.14.130 |
| Subjects: | Transportasi |
| Divisions: | Program Studi > S1-Transportasi |
| Depositing User: | AMNI Perpustakaan Semarang |
| Date Deposited: | 25 Nov 2019 08:21 |
| Last Modified: | 25 Nov 2019 08:21 |
| URI: | http://repository.stimart-amni.ac.id/id/eprint/264 |
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