VIRA, SEPTIAR (2023) ANALISIS FAKTOR CUSTOMER RELATIONSHIP, CUSTOMER LOYALTY DAN SERVICE QUALITY TERHADAP PERSAINGAN TRANSJAKARTA DAN ONLINE GO-JEK (Studi Kasus di Kota Jakarta). SKRIPSI.
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Abstract
ABSTRACT This research was conducted to determine the analysis of customer relationship, customer loyalty and service quality on the transjakarta competition and online go-jek. Data collection was carried out using 100 respondents. Through the method of observation, literature study and questionnaires. The analysis technique used is multiple linear regression with the help of the SPSS v.26 program. based on research results and multiple linear regression analysis was generated equality : Y= 2,883 + 0,355.X1 + 0,437.X2 + 0,028.X3 + µ Where the results of the regression analysis and t test show that the customer relationship variable has a positive effect on transjakarta and online go-jek competition (t count 3.610 > t table 1.98472), the customer loyalty variable has a positive effect on transjakarta and online go-jek competition (t count 4.117 > t table 1.98472)) and service quality variable (X3) has a positive effect on transjakarta and online go-jek competition (t count 579 > t table 1.98472). The results of the coefficient of determination (R2 = 0.473) which means 47.3%, the variable coefficient of customer relations, customer loyalty and service quality to transjakarta competition and online go-jek is 47.3%, while the rest (100% - 47.3% = 52.7%) influenced by other variables outside the research. Keywords: Customer Relationship, Customer Loyalty, Service Quality, transjakarta competition and online go-jek .
| Item Type: | Article |
|---|---|
| Additional Information: | 192004240 |
| Subjects: | Transportasi |
| Divisions: | Program Studi > S1-Transportasi |
| Depositing User: | AMNI Perpustakaan Semarang |
| Date Deposited: | 11 Aug 2023 07:36 |
| Last Modified: | 11 Aug 2023 07:36 |
| URI: | http://repository.unimar-amni.ac.id/id/eprint/5528 |
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