PENGARUH KUALITAS LAYANAN JASA TERHADAP LOYALITAS PELANGGAN WARUNK UPNORMAL BANDAR LAMPUNG

Rachmat Affandi, 1416051118 (2018) PENGARUH KUALITAS LAYANAN JASA TERHADAP LOYALITAS PELANGGAN WARUNK UPNORMAL BANDAR LAMPUNG. FAKULTAS ILMU SOSIAL DAN ILMU POLITIK, UNIVERSITAS LAMPUNG.

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Abstrak

ABSTRAK PENGARUH KUALITAS LAYANAN JASA TERHADAP LOYALITAS PELANGGAN WARUNK UPNORMAL BANDAR LAMPUNG Oleh Rachmat Affandi Penelitian ini bertujuan untuk mengetahui besarnya pengaruh tangible, reliability, responsiveness dan assurance terhadap loyalitas pelanggan. Jenis penelitian yang digunakan adalah eksplanatory research dengan pendekaan kuantitatif. Lokasi penelitian di Warunk Upnormal Bandarlampung dengan sampel sebanyak 100 responden. Metode pengumpulan data kuesioner. Analisis data yang digunakan adalah analisis deskriptif dan analisis regresi linear berganda. Pengujian hipotesis menggunakan uji t, uji F dan uji r2. Pada penelitian ini dapat diketahui bahwa secara parsial variabel tangible (X1) dan assurance (X4) berpengaruh signifikan terhadap loyalitas pelanggan (Y). Secara simultan tangible (X1), reliability (X2), responsiveness (X3) dan assurance (X4) berpengaruh signifikan terhadap loyalitas pelanggan (Y). Nilai koefisien r2 dengan melihat nilai r Square sebesar 0,403 atau 40%. Kata Kunci: Tangible, Reliability, Responsiveness, Assurance dan Loyalitas Pelanggan. ABSTRAK SERVICE QUALITY ON CUSTOMER LOYALTY WARUNK UPNORMAL BANDAR LAMPUNG by Rachmat Affandi The study aimed to determine is to know the influence of tangible, reliability, responsiveness and assurance on customer loyalty. The type of research used is explanatory research with quantitative approach. The research location in Warunk Upnormal in Bandarlampung with a sample of 100 respondents.Questionnaire data collection method. Data analysis used is descriptive analysis and multiple linear regression analysis. Hypothesis testing using t test, F test and r2 test. In this study it can be seen that partially tangible (X1) and assurance (X4) variables have a significant effect on customer loyalty (Y). Simultaneously tangible (X1), reliability (X2), responsiveness (X3) and assurance (X4) have a significant effect on customer loyalty (Y). r2 coefficient value by looking at the r Square value of 0.403 or 40%. Keywords: Tangible, Reliability, Responsiveness, Assurance and Loyalty Customer.

Tipe Karya Ilmiah: Skripsi
Subyek: H Ilmu Sosial = Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management
H Ilmu Sosial = Social Sciences > HF Commerce
Program Studi: Fakultas ISIP > Prodi Administrasi Bisnis
Depositing User: 188216639 . Digilib
Date Deposited: 26 Dec 2018 04:07
Last Modified: 26 Dec 2018 04:07
URI: http://digilib.unila.ac.id/id/eprint/54997

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