Anggi, Wildan Mil Ilham (2021) ANALISIS PENGARUH KEPERCAYAAN, KUALITAS PELAYANAN, DAN CITRA PERUSAHAAN,TERHADAP LOYALITAS PELANGGAN PT KAI (PERSERO) DAOP IX JEMBER. 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 PT. Kereta Api Indonesia (Persero) is committed to continue to innovate to improve 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 customer loyalty, passengers who will get on and off at the Kalisetail station at PT KAI (Persero) DAOP IX Kalisetail Station which is related to trust, service quality, and company image. This study aims to determine the effect of trust, service quality, and corporate image, on customer loyalty, passengers who will get on and off at Kalisetail station. This research was conducted by distributing questionnaires to 100 respondents who were going to get on and off at the Kalisetail station. The analysis technique in this study uses multiple linear regression analysis. The regression formulation in this study is as follows: Y = 0.452 +0.407X3 + 0.106X1 + 0.336X2 + µ The results of multiple regression research indicate that there is a partial positive effect of trust on customer loyalty (tcount 4,859>ttable 1.98447), service quality on customer loyalty (tcount 2.163>ttable 1.98447), and company image on customer loyalty (tcount 5,657>ttable 1.98447) . The influence of the three research variables is very strong with a correlation value of Adjusted R2 = 0.532. Keywords: trust, service quality, corporate image, and customer loyalty.
| Item Type: | Article |
|---|---|
| Additional Information: | 171804029 |
| Subjects: | Transportasi |
| Divisions: | Program Studi > S1-Transportasi |
| Depositing User: | AMNI Perpustakaan Semarang |
| Date Deposited: | 12 Jan 2022 05:07 |
| Last Modified: | 12 Jan 2022 05:07 |
| URI: | http://repository.unimar-amni.ac.id/id/eprint/4033 |
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