MUHAMMAD, HARIS MUNANDAR (2021) ANALISIS FAKTOR-FAKTOR YANG MEMPENGARUHI LOYALITAS PENGGUNA JASA DALAM MENGGUNAKAN JASA TRANSPORTASI BUS PO. NEW SHANTIKA JEPARA- JAKARTA. SKRIPSI.
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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 PO. New Shantika 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 PO customer loyalty. New Shantika Jepara related to brand image, ease of access, and quality of service. This study aims to determine the effect of brand image, ease of access and service quality on the level of customer loyalty PO. New Shantika Japan. This study also aims to analyze the factors that have the most dominant influence on PO customer loyalty. New Shantika. This research was conducted using a questionnaire method to 100 respondents of PO passengers. New Shantika. 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 brand image on customer loyalty (tcount 2.273>ttable 1.98498), ease of access 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: brand image, ease of access, service quality and customer loyalty
| Item Type: | Article |
|---|---|
| Additional Information: | 1718.04.167 |
| Subjects: | Transportasi |
| Divisions: | Program Studi > S1-Transportasi |
| Depositing User: | AMNI Perpustakaan Semarang |
| Date Deposited: | 21 Oct 2021 04:16 |
| Last Modified: | 21 Oct 2021 04:16 |
| URI: | http://repository.unimar-amni.ac.id/id/eprint/3774 |
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