FITRIA, YULIANI (2019) ANALISIS PENGARUH KEPERCAYAAN, KEPUASAN PELANGGAN, KUALITAS PELAYANAN TERHADAP LOYALITAS PELANGGAN PT. KAI DAOP VI YOGYAKARTA (Studi kasus pada Kereta Api Ekonomi Prambanan Ekspres Jurusan Kutoarjo-Solo ). SKRIPSI.
![[img]](http://repository.stimart-amni.ac.id/style/images/fileicons/text.png) |
Text
BAB I.pdf Download (410kB) |
|
Text
BAB II.pdf Download (472kB) |
Abstract
Customer Loyalty is a measure of success in the service business in the field of services. There are many factors in increasing customer loyalty. This research itself aims to know how far the influence of Trust (X1), Customer Satisfaction (X2) and Service Quality (X3), to Customer Loyalty (Y) at PT KAI Daop VI Yogyakarta. Problem formulation, research objectives and hypothesis in this research is to analyze positive and significant influence both individually and simultaneously between independent variable that is trust, customer satisfaction and service quality to dependent variable that is customer loyalty. In this study the object taken is the user of economic rail service Prambanan Express (Prameks). Data sources include primary and secondary data. Determination of sample in this research is by using nonprobability sampling technique and quota sampling technique. Based on the results of the regression can be made linear equations as follows: Y = 1,803 + 0,307 X1 + 0,380 X2 + 0,217 X3 + μ The regression coefficient of trust variable of 0.307 means having a positive and significant influence on Customer Loyalty. Regression coefficient variable Customer Satisfaction of 0.380 means that it has a positive and significant influence on customer loyalty. Regression coefficient of service quality variable equal to 0,217 means that it has positive and significant influence to customer loyalty. Coefficient of determination Adjusted R Square equal to 0,522. These results indicate that trust, customer satisfaction and service quality are able to explain customer loyalty of 52.2%, while the rest (100% - 52.2% = 47.8%), is explained by other variables not examined. Keywords: Trust, Customer Satisfaction, Service Quality and Customer Loyalty .
| Item Type: | Article |
|---|---|
| Additional Information: | 1518.14.015 |
| Subjects: | Transportasi |
| Divisions: | Program Studi > S1-Transportasi |
| Depositing User: | AMNI Perpustakaan Semarang |
| Date Deposited: | 13 Jan 2020 07:04 |
| Last Modified: | 13 Jan 2020 07:04 |
| URI: | http://repository.stimart-amni.ac.id/id/eprint/388 |
Actions (login required)
 |
View Item |