Pengaruh Kualitas Pelayanan dan Kepuasan Pelanggan Terhadap Loyalitas Pelanggan Go-Jek (Studi pada Konsumen Go-Jek di Surakarta)

Margono, Satria Putra and , Basworo Dibyo SE,M Si (2019) Pengaruh Kualitas Pelayanan dan Kepuasan Pelanggan Terhadap Loyalitas Pelanggan Go-Jek (Studi pada Konsumen Go-Jek di Surakarta). Skripsi thesis, Universitas Muhammadiyah Surakarta.

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Abstract

This study aims to determine the effect of service quality and customer satisfaction on customer loyalty. Practically this research is expected to provide benefits namely, first: useful in providing conceptual contributions to Go-Jek companies as reference material in conducting marketing strategies, second: increasing knowledge especially in generating concepts about customer satisfaction, third: as a reference in conducting further research by using different variables. This type of research is survey research using a questionnaire as an instrument. The population in this study were all Go-Jek customers or customers in the city of Solo. The sampling technique used purposive sampling method with a total sample of 115 respondents. Data was collected by a questionnaire that had been tested for validity and reliability. The data analysis technique used is multiple linear regression. Multiple linear regression is used to test the statistically hypothesized model.

Item Type:	Thesis (Skripsi)
Uncontrolled Keywords:	kualitas pelayanan, kepuasan pelanggan, loyalitas pelanggan
Subjects:	H Social Sciences > HE Communications
Divisions:	Fakultas Ekonomi dan Bisnis > S1 Manajemen
Depositing User:	SATRIA PUTRA MARGONO
Date Deposited:	19 Nov 2019 03:50
Last Modified:	19 Nov 2019 03:50
URI:	http://eprints.ums.ac.id/id/eprint/78904

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