Analisis Kualitas Pelayanan Dan Kepuasan Konsumen Terhadap Loyalitas Konsumen Pada Perusahaan Transportasi Gojek

Arfiani, Naila and -, Dra. Chuzaimah, M.M. (2019) Analisis Kualitas Pelayanan Dan Kepuasan Konsumen Terhadap Loyalitas Konsumen Pada Perusahaan Transportasi Gojek. Skripsi thesis, Universitas Muhammadiyah Surakarta.

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Abstract

This study aims to analyze service quality and customer satisfaction with consumer loyalty in the gojek transportation company. This type of research is quantitative data, namely data obtained in the form of numbers that can be calculated and obtained from questionnaires that are distributed related to the subject matter in this study. The data source used in this study is primary data. Questionnaires or questionnaires that are filled directly by the respondent and visit at least 1 month. Samples taken were 100 respondents. This study uses the Non Probablility Sampling method with Purposive Sampling techniques. The analytical method used in this research is multiple linear regression analysis using variable service quality and customer satisfaction on consumer loyalty in motorcycle transportation companies. The analysis used includes validity and reliability tests, classic assumption tests, multiple linear regression analysis, t-test, F test and determination test (R2). The results of this study indicate that service quality has a significant effect on consumer loyalty, and customer satisfaction has a significant effect on consumer loyalty.

Item Type:	Karya ilmiah (Skripsi)
Uncontrolled Keywords:	service quality, consumer satisfaction, consumer loyalty.
Subjects:	H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management
Divisions:	Fakultas Ekonomi dan Bisnis > Manajemen
Depositing User:	NAILA ARFIANI
Date Deposited:	26 Aug 2019 08:04
Last Modified:	26 Aug 2019 08:04
URI:	http://eprints.ums.ac.id/id/eprint/77242

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