AGUNG, HAERUL SRI MUNANDAR (2021) ANALISIS FAKTOR FAKTOR YANG MEMPENGARUHI LOYALITAS PELANGGAN DALAM MENGGUNAKAN JASA TRANSPORTASI BUS ROSALIA INDAH (Study Kasus PT. Rosalia Indah Transport). SKIRPSI.
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Abstract
In the world of business competition, satisfying the needs of passengers is very important in companies engaged in services, so that these passengers remain loyal and do not turn to competitors. Therefore PT. Rosalia Indah Transport is committed to continuing to innovate to improve transportation services that can be enjoyed by passengers. However, the services provided are not always in accordance with what is expected by each passenger, because each passenger has a different perception of expectations. For this reason, it is necessary to measure the level of PT. Rosalia Indah Transport related to price perception, trust, and quality of service. This study aims to determine the effect of price perception, trust, and quality of service, PT. Rosalia Indah Transport This study also aims to analyze the factors that have the most dominant influence on PO customer loyalty. PT. Rosalia Indah Transport. This research was conducted using a questionnaire method to 100 respondents of PT. Rosalia Indah Transport. The analysis technique in this study uses multiple linear regression analysis. The regression formulation in this study is as follows: Y =2,363 +0,240X1+0,216X2+0,214X3 + µ The results of multiple regression research indicate that there is a partially positive influence of price perception on customer loyalty (tcount 2.273>ttable 1.98498), trust to customer loyalty (tcount 2,277>ttable 1,98498) and service quality on customer loyalty (tcount 3,102>ttable 1,98498) . The influence of the three research variables is very strong with a correlation value of Adjusted R2 = 0.436. Keywords: price perception, trust, service quality and customer loyal
| Item Type: | Article |
|---|---|
| Additional Information: | 171804009 |
| Subjects: | Transportasi |
| Divisions: | Program Studi > S1-Transportasi |
| Depositing User: | AMNI Perpustakaan Semarang |
| Date Deposited: | 30 Sep 2021 02:11 |
| Last Modified: | 30 Sep 2021 02:11 |
| URI: | http://repository.unimar-amni.ac.id/id/eprint/3712 |
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