Analisis Pengaruh Penyelesaian Masalah, Harga Dan Fasilitas Terhadap Loyalitas Konsumen Perusahaan Otobus Sudiro Tungga Jaya Dengan Kepuasan Konsumen Sebagai Variabel Intervening

Fadly, Riansyah and , Ihwan Susila, S.E., M.Si, Ph.D (2022) Analisis Pengaruh Penyelesaian Masalah, Harga Dan Fasilitas Terhadap Loyalitas Konsumen Perusahaan Otobus Sudiro Tungga Jaya Dengan Kepuasan Konsumen Sebagai Variabel Intervening. Skripsi thesis, Universitas Muhammadiyah Surakarta.

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Abstract

Customer satisfaction is an important variable in a service, from that satisfaction will form a loyalty from consumers. In determining service quality, there are five dimensions of service quality, namely the dimensions of tangibles, reliability, responsiveness, assurance and empathy. Maximum service quality is expected to create a satisfaction for consumers. Consumer satisfaction is an important parameter in a business to be able to survive and be sustainable. So, in this study, the aim of this study was to explore the effect of Penyelesaian Masalah, Harga, Fasilitas on consumer loyalty for the Sudiro Tungga Jaya Bus which was mediated by customer satisfaction. The data used in this study is primary data using a questionnaire, the sample selection in this research uses non-probability sampling with convenience sampling technique. The sample used is 130 respondents who have used the services of the Sudiro Tungga Jaya Bus with data processing tools with SPSS 25. The data analysis methods in this study include validity tests, reliability tests, classical assumption tests, multiple linear regression tests, hypothesis testing, and path analysis. The results of the study show The results showed (1) Penyelesaian Masalah had a significant effect on customer satisfaction for the Sudiro Tungga Jaya bus, (2) Harga had a significant effect on customer satisfaction for the Sudiro Tungga Jaya bus. (3) Fasilitas have a significant effect on customer satisfaction for the Sudiro Tungga Jaya bus. (4) Customer satisfaction has a significant effect on customer loyalty for the Sudiro Tungga Jaya bus.

Item Type:	Thesis (Skripsi)
Uncontrolled Keywords:	consumer satisfaction, consumer loyalty, Harga, Fasilitas, Penyelesaian Masalah.
Subjects:	H Social Sciences > HB Economic Theory
Divisions:	Fakultas Ekonomi dan Bisnis > Manajemen
Depositing User:	RIANSYAH FADLY
Date Deposited:	04 Aug 2022 08:08
Last Modified:	04 Aug 2022 08:08
URI:	http://eprints.ums.ac.id/id/eprint/102532

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