GILANG, RENDIANA PUTRA DESA (2019) PENGARUH KUALITAS PELAYANAN, KEPERCAYAAN, DAN CITRA PERUSAHAAN TERHADAP LOYALITAS PELANGGAN DALAM MENGGUNAKAN JASA PENGIRIMAN BARANG EKSPOR PADA PT. FAMOUS PACIFIC SHIPPING INDONESIA CABANG SEMARANG. SKRIPSI.
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Abstract
In this study, four research variables analyzed service quality, trust and image of the company as independent variables that influence the dependent variable, namely customer loyalty. The formulation of the problem, the purpose of the research and the hypothesis in this study is to analyze the positive and significant influence individually between the independent variables namely the role of service quality, trust and image of the company on the dependent variable namely customer loyalty. In this study the object taken is the company that uses export goods at PT. Famous Pacific Shipping branch Semarang. Data sources include primary and secondary data. The sample in this study is 50 respondents who are companies that use export goods at PT. Famous Pacific Shipping branch Semarang. The data analysis technique is a multiple linear regression technique and with SPSS 24.0 statistical tools, based on the results of research and data analysis resulting in the regression equation: Y = 1.909+ 0,262.X1 + 0,257.X2 + 0,195.X3 + µ The results of multiple linear regression equations show that there is a positive and significant partial effect between service quality on customer loyalty (t count = 4.497> t table = 2.01290), trust in customer loyalty (t count = 2.891> t table = 2, 01290) and company image of customer loyalty (t count = 2.260> t table = 2.01290) while determination coefficient gets R square value of 0.528 so 49.7% of shipping safety is explained by these 3 variables, while the remaining 50.3% is influence other variables not included in this study. Based on the analysis conducted, the conclusion is that service quality is in the first rank of the three variables that affect customer loyalty variables in using export goods shipping services at PT. Semarang's Famous Pacific Shipping branch, then from testing the hypothesis that it was alleged that service quality, trust and company image had a positive and significant effect on customer loyalty in using export goods shipping services at PT. Semarang's Famous Pacific Shipping branch has been verified. Keywords: Service Quality, Trust and Corporate Image of Customer Loyalty.
| Item Type: | Article |
|---|---|
| Additional Information: | 1516.04.047 |
| Subjects: | Transportasi |
| Divisions: | Program Studi > S1-Transportasi |
| Depositing User: | AMNI Perpustakaan Semarang |
| Date Deposited: | 06 Jan 2020 03:33 |
| Last Modified: | 06 Jan 2020 03:33 |
| URI: | http://repository.stimart-amni.ac.id/id/eprint/348 |
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