Pengaruh Kualitas Layanan dan Kepuasan Konsumen terhadap Loyalitas Konsumen (Studi kasus pada Pengguna Bus Pariwisata)

Zaky, Dzulfikar Ihtifazhudin and -, Drs. Sri Padmantyo, MBA. (2020) Pengaruh Kualitas Layanan dan Kepuasan Konsumen terhadap Loyalitas Konsumen (Studi kasus pada Pengguna Bus Pariwisata). Skripsi thesis, Universitas Muhammadiyah Surakarta.

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Abstract

The purpose of this study is to study the representation of service quality, and customer satisfaction on consumer loyalty, a case study on users of coachbus service. The type of this research is quantitative research, with total 196 respondents. The sampling method uses non probability sampling. The method of collecting samples by distributing online questionaires. Data Analysis in this study are using validity test, reliability test, classical assumption test, multiple linear regression test, and hypothesis test. The results of data processing from the t test of service quality variables on customer loyalty with a tcount (1.213) <ttable (1.972), then H0 is accepted. So the results of this study that the quality of service does not significantly effect on customer loyalty variables. The customer satisfaction variable on customer loyalty with a value of tcount (6.756) <t table (1.972), then H0 is rejected. Consumer satisfaction has a significant positive effect on consumer loyalty variables. The results of f-test with fcount (58.098)> 2 ftabel (3.04) then H0 is rejected. The conclusion show that the independent variable influences the dependent variable simultaneously. The determination test results show the value of R2 is 0.376 or equal to 37.6% which has the sevice quality and customer satisfaction can explain on consumer loyalty value amount 37.6%. The remaining 62.4% can be explained by variables that not observed in this study.

Item Type:	Karya ilmiah (Skripsi)
Uncontrolled Keywords:	Service Quality, Customer Satisfaction, and Consumer Loyalty.
Subjects:	H Social Sciences > HB Economic Theory H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management
Divisions:	Fakultas Ekonomi dan Bisnis > Manajemen
Depositing User:	DZULFIKAR IHTIFAZHUDIN ZAKY
Date Deposited:	25 Jul 2020 02:55
Last Modified:	25 Jul 2020 02:55
URI:	http://eprints.ums.ac.id/id/eprint/83762

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