HELMI, AKAS PRAKOSO (2025) ANALISIS PENGARUH KUALITAS PELAYANAN, HARAPAN KINERJA, DAN CITRA PERUSAHAAN TERHADAP LOYALITAS PELANGGAN PADA PT. PELINDO III KABUPATEN CILACAP. SKRIPSI.
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Abstract
In this study, 3 research variables were analyzed, namely service quality, performance expectations, and company image as independent variables that affect the dependent variable, namely customer loyalty to service users of PT. Pelindo III, Cilacap Regency. The formulation of the problem, research objectives and hypotheses in this study are to analyze the positive and significant influence individually between the independent variables, namely service quality, performance expectations, and company image on the dependent variable, namely customer loyalty to service users of PT. Pelindo III, Cilacap Regency. In this study, the object taken was the company using the services of PT. Pelindo III, Cilacap Regency. Data sources include primary and secondary data. The sample in this study was 56 respondents who were representatives of employees of the company using the services of PT. Pelindo III, Cilacap Regency. The data analysis technique used was multiple linear regression and with the SPSS v.16 statistical tool. Y = 2,208 + 0,183.X1 + 0,271.X2 + 0,250.X3 + µ The results of multiple linear regression research show that there is a positive individual influence of service quality on customer loyalty (Tcount 2.173 > Ttable 1.674), performance expectations on customer loyalty (Tcount 2.183 > Ttable 1.674), and company image on customer loyalty (Tcount 2.252 > Ttable 1,673). Meanwhile, the coefficient of determination obtained an Adjusted R^2 correlation value of 0.441, thus 44.1%, in influencing customer loyalty, while the remaining 55.9% was explained by other causes outside the variable model which were not studied. Keywords: Service Quality, Performance Expectations, and Corporate Image on Customer Loyalty
| Item Type: | Article |
|---|---|
| Additional Information: | 202104087 |
| Subjects: | Transportasi |
| Divisions: | Program Studi > S1-Transportasi |
| Depositing User: | AMNI Perpustakaan Semarang |
| Date Deposited: | 18 Jun 2025 08:05 |
| Last Modified: | 18 Jun 2025 08:05 |
| URI: | http://repository.unimar-amni.ac.id/id/eprint/6583 |
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