FARIZ, ADI SETIAWAN (2022) ANALISIS FAKTOR YANG MEMPENGARUHI LOYALITAS PELANGGAN DALAM MENGGUNAKAN JASA KERETA API (Studi Kasus Pada KA.Kedung Sepur Rute Semarang - Grobogan). SKRIPSI.
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Abstract
The changing times and the fast-paced development of the level of community activity, whether it is recognized or not, have brought about changes and new orders in all fields, including changes in the level of needs and economic activity of the community, this condition requires people to work and carry out all their activities quickly, accurately and carefully in order to be able to meet all their needs. To support the fulfillment of community needs in fulfilling all these activities, the existence of means of transportation is considered very important, especially public transportation that is cheap and easily accessible by the Indonesian people today. This study uses data collection methods in the form of observations carried out directly in the field, literature study, documentation and questionnaire methods. In this study, the author uses qualitative and quantitative data analysis, where the statistics found in the study are described or described as they are, then presented in the form of numbers which are then interpreted in a description. It shows that, based on empirical data (the results of filling out the questionnaire) and the results of multiple linear regression, it shows that the service quality variable (X1) has a positive influence on customer loyalty, where the value of tcount is 2.878 > ttable 1.984. Trust variable (X2) has a positive influence on customer loyalty where the value of tcount is 2,696 > ttable 1,984. Image variable (X3) also has a positive influence on buying interest having a tcount of 2,699 > ttable of 1,984. Thus the results of this study indicate that there is a positive and significant influence between Service Quality, Trust and Image on Customer Loyalty. Keywords: Service Quality, Trust, Brand Image and Customer Loyalty
| Item Type: | Article |
|---|---|
| Additional Information: | 1922.14.023 |
| Subjects: | Transportasi |
| Divisions: | Program Studi > S1-Transportasi |
| Depositing User: | AMNI Perpustakaan Semarang |
| Date Deposited: | 16 Jan 2023 05:56 |
| Last Modified: | 16 Jan 2023 05:56 |
| URI: | http://repository.unimar-amni.ac.id/id/eprint/4783 |
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