Analisis Pengaruh Kepuasan Pelanggan Dan Halangan Berpindah Terhadap Loyalitas Pelanggan Operator Seluler

Pidhiatmoko, Tangguh and , Jati Waskito S.E., M.Si (2017) Analisis Pengaruh Kepuasan Pelanggan Dan Halangan Berpindah Terhadap Loyalitas Pelanggan Operator Seluler. Skripsi thesis, Universitas Muhammadiyah Surakarta.

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Abstract

This study aims to analyze the effect of customer satisfaction and switching barrier on customer loyalty of mobile carrier in Surakarta. The data used in this study is the primary data in the form of distributing questionnaires on 100 respondents in Surakarta with sampling technique Purposive Sampling. Data anlysis technique used validity test, reliability test, classical assumption test, multiple linear regression analysis, t test, F test, R2 test. The result of research shows that: customer satisfaction has positive and significant influence to customer loyalty based on t value, tcount>ttable (6,750>2,000); Switching barrier have positive and significant influence to customer loyalty based on t value, tcount>ttable (6,512>2,000). Customer satisfaction and switching barrier are connected together influence to customer loyalty, proved by F test. F test obetained Fcount 52,765 and Ftable 4,00. Coefficient Determination (R2) test result shows that customer satisfaction and switching barrier able to explain variability customer loyalty of 51,1%.

Item Type:	Karya ilmiah (Skripsi)
Uncontrolled Keywords:	Customer Satisfaction, Switching Barrier and Customer Loyalty
Subjects:	H Social Sciences > H Social Sciences (General)
Divisions:	Fakultas Ekonomi dan Bisnis > Manajemen
Depositing User:	TANGGUH PIDHIATMOKO
Date Deposited:	23 Oct 2017 03:39
Last Modified:	23 Oct 2017 03:39
URI:	http://eprints.ums.ac.id/id/eprint/56407

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