ELSI, ROSLAELI (2020) ANALISIS PENGARUH KUALITAS PELAYANAN, KOMUNIKASI, DAN KEPUASAN TERHADAP LOYALITAS PENGGUNA JASA KEAGENAN KAPAL (Studi kasus pada PT. Djakarta Lloyd (Persero) cabang Semarang). SKRIPSI.
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Abstract
Loyalty of service users is one of the core objectives pursued in modern marketing today in competition from the attraction of service users by competition companies. This is related to the loyalty that the company expects will get long-term benefits from mutual relations that exist within a certain period of time to support the implementation of an operational company. Service Quality is something that has a direct impact on the company's image where it can generate profits for the company if it gets a positive value in the eyes of consumers, then this consumer will give good feedback, and may not be a regular customer or permanent buyer. Communication is defined as the level of ability to establish and maintain good interpersonal relationships with others through the communication made. Satisfaction is the pleasure that arises after comparing the performance (results) of the product being thought against the expected performance of something that causes customers to return and return to the company that has transacted with them before. By result of research and multiple analysis result formula: Y = -0.372 + 0.198 X1, + 0.455 X2 + 0.276 X3 + Show that, based on empirical data (result of questionnaire filling) and result of doubled linear regression show that Service Quality variable (X1) has value count 2,520 > table 1,99834 then, H0 rejected and Ha accepted. Comunication Quality Variable (X2) has a value of t count 2,520 > table 1,99834 then, H0 rejected and Ha accepted. Satisfaction Variable (X3) has a tcount of 2,505 and table of 1,99834 then, H0 rejected and Ha accepted. Thus the results showed there was a positive influence between Service Quality, Comunication, Satisfaction to the Loyality of service user results. Keywords: Service Quality, Communication, Satisfaction
| Item Type: | Article |
|---|---|
| Additional Information: | 1619.14.014 |
| Subjects: | Transportasi |
| Divisions: | Program Studi > S1-Transportasi |
| Depositing User: | AMNI Perpustakaan Semarang |
| Date Deposited: | 24 Nov 2020 04:04 |
| Last Modified: | 24 Nov 2020 04:04 |
| URI: | http://repository.unimar-amni.ac.id/id/eprint/3061 |
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