TONI, PRATAMA (2022) ANALISIS FAKTOR YANG MEMPENGARUHI KUALITAS KERJA KARYAWAN UNTUK MEMBENTUK LOYALITAS PELANGGAN PADA PERUSAHAAN OTOBUS ( Studi pada Bus Eksekutif Agra Mas Rute Kudus-Jakarta). SKRIPSI.
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Abstract
In this study, four research variables of reliability, assurance, and empathy were analyzed as independent variables that affect the dependent variable, namely customer loyalty. Problem formulation, research objectives and hypotheses in this study are to analyze the positive and significant influence individually between the independent variables, namely reliability, assurance, and empathy on the dependent variable, namely customer loyalty. In this study, the users of the Agra Mas executive bus service on the Kudus-Jakarta route were taken. Data sources include primary and secondary data. The sample in this study were 100 respondents who were users of the Agra Mas executive bus service on the Kudus-Jakarta route. The data analysis technique is multiple linear regression technique and with SPSS 25.0 tool. based on the results of research and data analysis resulted in the regression equation: Y=1.821+0.424X_1+0.263X_2+0.178X_3+µ The results of multiple linear regression research indicate that there is a positive and partially significant influence between reliability and customer loyalty variables for users of the Agra Mas executive bus service on the Kudus-Jakarta route (t count = 4.882 > t table = 1.985), assurance on customer loyalty at users of the Agra Mas executive bus services on the Kudus-Jakarta route (t count = 3,261 > t table = 1,985) and empathy for customer loyalty to the users of the Agra Mas executive bus services on the Kudus-Jakarta route (t count = 2,480 > t table = 1,985), while the coefficient of determination gets an R square value of 0.626, thus 62.6% of customer loyalty to users of the Agra Mas executive bus service on the Kudus-Jakarta route, explained by these 4 variables, while the remaining 37.4% is the influence of other variables outside of this study. Keywords: reliability, assurance, empathy, customer loyalty
| Item Type: | Article |
|---|---|
| Additional Information: | 181904209 |
| Subjects: | Transportasi |
| Divisions: | Program Studi > S1-Transportasi |
| Depositing User: | AMNI Perpustakaan Semarang |
| Date Deposited: | 18 Jan 2023 06:07 |
| Last Modified: | 18 Jan 2023 06:07 |
| URI: | http://repository.unimar-amni.ac.id/id/eprint/4919 |
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