ANGGI, TAMARA (2019) ANALISIS FAKTOR-FAKTOR YANG MEMPENGARUHI LOYALITAS PENUMPANG PADA PO. NUSANTARA SEMARANG-JAKARTA. SKRIPSI.
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Abstract
This research is motivated by the decline in the number of passengers in PO. Nusantara Semarang-Jakarta. The decrease in the number of passengers indicates that the loyalty of PO bus service users. Nusantara is declining. By looking at the existing problems, this research is directed to analyze how to increase loyalty by being supported by improved service quality, facilities, customer satisfaction and price perception. The population in this study were those who had used PO services transportation. Nusantara. Samples taken were as many as 100 people using non-probability sampling techniques with incidental sampling. The data analysis method used in this study is Multiple Linear Regression, based on the results of multiple research and analysis, the equation is: Y = 0,585+0,075+0,267+0,279+0,299 +μ. The results of multiple linear regression equation show that there is a partial positive influence between service quality on customer loyalty (tcount 1,996> t table 1.984), customer trust to customer loyalty (tcount 2,957> t table 1.984), customer satisfaction with customer loyalty (tcount 3,027> t table 1.984 ) and price perception on customer loyalty (tcount 3,143> t table 1,984). The influence of the four research variables is very strong with the correlation value Adjusted R2 = 0,661. Partially, the variables of service quality, facilities, customer satisfaction and price perception affected 61,1% of customer loyalty and 38,9% were influenced by research variables that were not detected in this study. Keywords: Service quality, customer trust, customer satisfaction, price perception, loyalty
| Item Type: | Article |
|---|---|
| Additional Information: | 1720.14.009 |
| Subjects: | Transportasi |
| Divisions: | Program Studi > S1-Transportasi |
| Depositing User: | AMNI Perpustakaan Semarang |
| Date Deposited: | 09 Jun 2022 03:23 |
| Last Modified: | 09 Jun 2022 03:23 |
| URI: | http://repository.unimar-amni.ac.id/id/eprint/4257 |
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