ANALISIS PENGARUH KUALITAS PELAYANAN, CITRA PERUSAHAAN, DAN KEPERCAYAAN TERHADAP LOYALITAS PENGGUNA JASA KERETA API PT KAI (PERSERO) DAOP VI YOGYAKARTA (Studi Kasus: Stasiun Tugu Yogyakarta)

WINDI, APRILIA (2020) ANALISIS PENGARUH KUALITAS PELAYANAN, CITRA PERUSAHAAN, DAN KEPERCAYAAN TERHADAP LOYALITAS PENGGUNA JASA KERETA API PT KAI (PERSERO) DAOP VI YOGYAKARTA (Studi Kasus: Stasiun Tugu Yogyakarta). SKRIPSI.

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Abstract

In the world of business competition, satisfying the needs of passengers is very important in companies engaged in services, so that these passengers remain loyal and do not turn to competitors. Therefore, PT. Kereta Api Indonesia (Persero) is committed to continuing to innovate to improve services that passengers can enjoy. However, the services provided are not always in accordance with what each passenger expects, because each passenger has a different perception of expectations. For this reason, it is necessary to measure the level of customer loyalty of the Kereta Api Bandara 801 Yogyakarta-Wojo-Kebumen route at PT KAI (Persero) DAOP VI Yogyakarta Tugu Station which is related to service quality, company image, and trust. This study aims to determine the effect of service quality, company image, and trust on customer loyalty of Kereta Api Bandara 801 Yogyakarta-Wojo-Kebumen route. This research was conducted by distributing questionnaires to 100 respondents of passengers of the Kereta Api Bandara 801, Yogyakarta-Wojo-Kebumen route. The analysis technique in this study uses multiple linear regression analysis. The regression formulation in this study is as follows: Y = 0,452 + 0,106X1 + 0,336X2 + 0,407X3 + µ The results of multiple regression research show that there is a partially positive effect of service quality on customer loyalty (tcount 2.163> ttable 1.98447), company image on customer loyalty (tcount 5.657> ttable 1.98447) and trust in customer loyalty (tcount 4.859> ttable 1.98447). The effect of the three research variables is very strong with a correlation value Adjusted R2 = 0.532. Keywords: service quality, company image, customer trust and loyalty.

Item Type: Article
Additional Information: 161704158
Subjects: Transportasi
Divisions: Program Studi > S1-Transportasi
Depositing User: AMNI Perpustakaan Semarang
Date Deposited: 24 Nov 2020 04:13
Last Modified: 24 Nov 2020 04:13
URI: http://repository.unimar-amni.ac.id/id/eprint/3094

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