RAHMAT, SETYAWAN (2024) ANALISIS FAKTOR –FAKTOR CUSTOMER RELATIONSHIP, CUSTOMER LOYALTY, DAN SERVICE QUALITY TERHADAP KEPUTUSAN MENGGUNAKAN KEMBALI TRANSPORTASI ONLINE MAXIM (Studi Kasus Pada Pelanggan Maxim di Kota Semarang). SKRIPSI.
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Abstract
In this study, three variables were analyzed: Customer Relationship, Customer Loyalty and Service Quality as independent variables that influence the dependent variable, namely the Decision to Return to Using Maxim Online Transportation individually between the independent variables, namely Customer Relationship, Customer Loyalty and Service Quality as independent variables that influence the dependent variable, namely Decision to Return to Using Maxim Online Transportation. In this research, the object taken is the reuse of maxim online transportation. Data sources include primary and secondary data. The sample in this study was 100 respondents who used Maxim online transportation again. The data analysis technique is a multiple linear regression technique and with SPSS 25 statistical tools, based on the results of research and data analysis, the regression equation is produced: Y= - 1.212 + 0,314 X1 + 0,303 X2 + 0,279 X3 + µ The results of the multiple linear regression equation show that there is a positive and partially significant influence between the Customer Relationship strategy on the Decision to Return to Using Maxim Online Transportation (t = 4.147 > t table = 1.98498), Customer Loyalty on the Decision to Return to Using Maxim Online Transportation ( t count = 3.247 > t table = 1.98498), Service Quality on the Decision to Return to Using Maxim Online Transportation (t count = 4.324 > t table = 1.98498) while the coefficient of determination gets an Adjusted R2 (R Square) value of 51.1 or 51.1% of the variation in the dependent variable. The decision to return to using Maxim online transportation can be explained by variations in the three independent variables, namely Customer Relationship, Customer Loyalty and Service Quality. Meanwhile, the remainder (100% - 51.1% = 48.9%) is influenced by other variables outside this research. Thus, it can be concluded that Customer Relationship, Customer Loyalty and Service Quality have a positive and significant influence on the decision to return to using Maxim online transportation. Keywords: Customer Relationship, Customer Loyalty, Service Quality and the decision to return to using Maxim Online Transportation
| Item Type: | Article |
|---|---|
| Additional Information: | 202104143 |
| Subjects: | Transportasi |
| Divisions: | Program Studi > S1-Transportasi |
| Depositing User: | AMNI Perpustakaan Semarang |
| Date Deposited: | 02 Sep 2024 06:29 |
| Last Modified: | 02 Sep 2024 06:29 |
| URI: | http://repository.unimar-amni.ac.id/id/eprint/6213 |
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