Hubungan Antara Kepuasan Pelanggan Terhadap Loyalitas Pengguna Gojek di Solo

Ashari Fauzia Mufidah, Ajeng and , Achmad Dwiyanto, S.Psi., M.Si (2022) Hubungan Antara Kepuasan Pelanggan Terhadap Loyalitas Pengguna Gojek di Solo. Skripsi thesis, Universitas Muhammadiyah Surakarta.

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Abstract

A customer loyalty is very useful for the company. One of the company’s ways to increase customer loyalty is to meet customer satisfaction. The purpose of this study was to determine the effect of perceptions of customer satisfaction towards Gojek user loyalty in Solo. The population in this study were Gojek users in Solo who were 18-25 years old and had used Gojek in the last month with the research subject being 254 Gojek users. The technique of collecting data samples was using accidental sampling technique. The method used in this study was quantitative using a user loyalty scale and a customer satisfaction scale. Data analysis was carried out by means of product moment correlation analysis. Based on the results of data analysis, it is known that the variable customer satisfaction with user loyalty has a correlation coefficient (rxy) of 0.582 and sig. (p) of 0.000 (p > 0.05), indicating that there is a significant positive effect between the customer satisfaction variable and the user loyalty variable. Based on the results of the R Squared table, customer satisfaction with user loyalty of 0.339 means that 33.9% of user loyalty can be explained by the customer satisfaction variable as the remaining 0.661 or 66.1% was influenced by other factors.

Item Type:	Thesis (Skripsi)
Uncontrolled Keywords:	User Loyalty, Customer Satisfaction, Gojek
Subjects:	Q Science > QP Physiology
Divisions:	Fakultas Psikologi > Psikologi
Depositing User:	AJENG ASHARI FAUZIA MUFIDAH
Date Deposited:	18 May 2022 04:25
Last Modified:	18 May 2022 04:25
URI:	http://eprints.ums.ac.id/id/eprint/99909

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