Pengaruh citra, kualitas layanan, kepercayaan dan komitmen terhadap loyalitas pelanggan (studi pada pelanggan Toko Buku Fajar Agung Bandar Lampung)

Anggun Pratiwi, 0816051015 (2015) Pengaruh citra, kualitas layanan, kepercayaan dan komitmen terhadap loyalitas pelanggan (studi pada pelanggan Toko Buku Fajar Agung Bandar Lampung). Fakultas Ilmu Sosial dan Ilmu Politik, Universitas Lampung.

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LEMBAR PERSETUJUAN.pdf

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SURAT PERNYATAAN.pdf

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Abstrak

ABSTRAK Pengaruh Citra, Kualitas Layanan, Kepercayaan, dan Komitmen terhadap Loyalitas Pelanggan(Studi Pada Pelanggan Toko Buku Fajar Agung Bandar Lampung ) Penelitian ini dilaksanakan untuk mengetahui pengaruh Citra, Kualitas layanan, Kepercayaan, dan Komitmen terhadap Loyalitas Pelanggan. Sampel berjumlah 100 responden yang diambil dengan tekhnik purposive sampling. Analisis dilakukan dengan pengolahan data menggunakan Regresi linier berganda menggunakan alat uji SPSS versi 16.0 yang dijalankan dengan media komputer. Berdasarkan hasil penelitian yang telah dilakukan diperoleh hasil uji secara parsial bahwa dari keempat variabel independen hanya variabel komitmen yang berpengaruh signifikan terhadap loyalitas pelanggan, sedangkan variabel citra, kualitas layanan, dan kepercayaan berpengaruh tidak signifikan terhadap loyalitas pelanggan. Secara simultan citra, kualitas layanan, kepercayaan, dan komitmen berpengaruh signifikan terhadap loyalitas pelanggan Bagi penelitian selanjutnya disarankan untuk menambah atau menggunakan variabel-variabel independen lainnya yang berpotensi memberi kontribusi terhadap loyalitas pelanggan seperti persepsi harga, pengaruh iklan, faktor psikologis konsumen, serta menggunakan responden dengan teknik sampling dan metode yang berbeda agar dapat melihat perbandingan antara satu metode dengan metode lainnya Kata kunci: Citra, kualitas layanan, kepercayaan, komitmen. ABSTRACT The effect of Image, Quality of Service, Trust, and Commitment to Customer Loyalty(Studies in Consumer Loyalty Bookstore Bandar Lampung) This study was conducted to determine the effect of image, Quality of Service, Trust, and Commitment to Customer Loyalty. The sample of 100 respondents was taken by purposive sampling technique. Analysis was performed with data processing using regression with tool is SPSS version 16.0 which is run by computer media. Based on the research that has been done shows that the partial test of the four independent variables only variables that significantly influence the commitment of customer loyalty, while the variable image, service quality, and trust no significant effect on customer loyalty. Simultaneously image, service quality, trust, and commitment significant effect on customer loyalty For further research is recommended to add or use other independent variables that could potentially contribute to customer loyalty as price perception, the influence of advertising, consumer psychological factors, as well as the use of respondents the sampling techniques and different methods in order to see the comparison between the method with other methods. Keywords: image, quality of service, trust, commitment.  

Tipe Karya Ilmiah: Skripsi
Subyek: H Ilmu Sosial = Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management
Program Studi: Fakultas ISIP > Prodi Administrasi Bisnis
Depositing User: 2553966 . Digilib
Date Deposited: 04 May 2015 03:23
Last Modified: 04 May 2015 03:23
URI: http://digilib.unila.ac.id/id/eprint/9615

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