BAGAS, BIMANTARA (2024) ANALISIS FAKTOR KUALITAS PELAYANAN, FASILITAS DAN KEPUASAN PELANGGAN TERHADAP LOYALITAS PELANGGAN JASA DRIVE-THRU UJI KENDARAAN BERMOTOR DI UPTD PENGUJIAN KENDARAAN BERMOTOR KABUPATEN TULUNGAGUNG. SKRIPSI.
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Abstract
In this study, three variables of service quality, facilities and customer satisfaction were analyzed as independent variables\\ RR51P that affect the dependent variable namely loyalty of KIR Test customers by Drive Thru in Tulungagung Regency. The formulation of the problem, the purpose of the research and the hypothesis in this study was to analyze the positive and individually significant influence between the independent variables, namely the quality of service, facilities and customer satisfaction on the dependent variable that is, the loyalty of KIR Test customers by Drive Thru in Tulungagung Regency. In this study, the object taken was a KIR Test user on Drive Thru in Tulungagung Regency. Data sources include primary and secondary data. The sample in this study was 100 respondents who were KIR Test users on Drive Thru in Tulungagung Regency. The data analysis technique is the multiple linear regression technique and with statistical aids SPSS 25.0, based on the results of research and data analysis a regression equation was generated: Y = 0.861 + 0.3151 + 0.2432 + 0.3053 + µ The results of the multiple linear regression equation show that there is a partially positive and significant influence between the quality of service and customer loyalty (t count = 4,732 > t table = 1.98472), facilities towards customer loyalty (t count = 3,419 > t table =1.98472), customer satisfaction towards customer loyalty (t compute = 5.227 > t table = 1.98472). whereas the coefficient of determination gets an Adjusted R square value of 0.642 thus 64.2% variation of the dependent variable customer loyalty can be explained by variations of the three independent variables namely quality of service, facilities and customer satisfaction. The remainder (100% - 64.2% = 35.8%) was influenced by other variables outside of this study. Keywords: Quality of Service, Facilities and Customer Satisfaction
| Item Type: | Article |
|---|---|
| Additional Information: | 2023.04.016 |
| Subjects: | Transportasi |
| Divisions: | Program Studi > S1-Transportasi |
| Depositing User: | AMNI Perpustakaan Semarang |
| Date Deposited: | 04 Mar 2024 03:41 |
| Last Modified: | 04 Mar 2024 03:41 |
| URI: | http://repository.unimar-amni.ac.id/id/eprint/5823 |
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