IVAN, HERMAWAN (2025) ANALISIS FAKTOR YANG MEMPENGARUHI LOYALITAS PELANGGAN DALAM MENGGUNAKAN JASA TRANSPORTASI ONLINE ( Studi Kasus Pada Pelanggan Maxim di Kota Semarang ). SKRIPSI.
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Abstract
Customer Loyalty is influenced by several factors including Service Quality, Trust and Price. All three have an important role in increasing customer loyalty with satisfactory results. The purpose of this study is to determine whether or not there is an influence of Service Quality, Trust and Price on Maxim customer loyalty in Semarang City. In this study, the population is Maxim Service Users in the city of Semarang with a sampling system of 100 respondents (samples). The variables in the study consist of: Service Quality (X1), Trust (X2), and Price (X3) and the dependent variable is Customer Loyalty (Y). The research model is multiple linear analysis. The results of this analysis with the help of SPSS V.23 statistical program obtained a multiple linear regression equation: Y = 0.245 + 0.230X1 + 0.499X2 + 0.226X3 + µ The results of the equation indicate that there is a positive and significant influence between Service Quality on Customer Loyalty (t count of 2.636> t table of 1.98472), Trust on Customer Loyalty (t count of 4.422> t table of 1.98472), Price on Customer Loyalty (t count of 2.385> t table of 1.98472., individually Service Quality, Trust, and Price have an effect on Customer Loyalty. The influence of the three research variables is very strong with a Coefficient value (R Square) obtained of 62.7% on Customer Loyalty and 37.3% is influenced by variables that are not detected in this study. Keywords: Service Quality, Trust, and Price, Customer Loyalty.
| Item Type: | Article |
|---|---|
| Additional Information: | 192004113 |
| Subjects: | Transportasi |
| Divisions: | Program Studi > S1-Transportasi |
| Depositing User: | AMNI Perpustakaan Semarang |
| Date Deposited: | 14 Jan 2025 01:47 |
| Last Modified: | 14 Jan 2025 01:47 |
| URI: | http://repository.unimar-amni.ac.id/id/eprint/6397 |
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